Monarch Casino Resort Spa Black Hawk — Hotel in Black Hawk

I’ve been a frequent guest of the monarch for quite some time. I spend a lot of time and money up here. It has always been 5-star service up here, until yesterday. I booked a suite to celebrate my birthday. I asked when I booked the room for a 2 p.m. early check-in. The customer service agent said she would put it in my notes and to call the morning of check-in to see if I could check in early. (I totally understand it’s not a guaranteed check-in.) The day of check-in, I called at 8:33 a.m. and spoke with Christy, who was very nice and said she would put a rush on the room and it takes 2-3 hours to clean the suites (so worst case scenario, you’re looking at 3 p.m.). I arrived at the front desk at 2 p.m. and spoke with a gentleman whose name I believe to be David, who was nothing but kind, checked on the room, and told me they were inspecting it and it would be ready in about 20 minutes. I went to my car and grabbed all my belongings, came back in about 20 minutes, headed to the front desk, and I’m greeted by Brittany and another gentleman whose name I did not get. I said I’m back to check in, David said my room would be ready now. (David was no longer there). I’m told I never should have been told that my room would be ready, asked if I received a phone call telling me my room was ready. A complete 180 from what I got 20 minutes earlier. I was greeted with nothing but disappointment and non-5-star service. I was treated as if I made that up. So I sat in the lobby until 3 p.m. when I then again asked if the room was done being inspected. Was told no. Nothing was offered to me for my inconvenience, it was suggested I go sit in the 24/7 onsite restaurant. Then around 3:20 p.m. I asked if I could at least go sit in the concierge lounge, I was granted that wish (but why didn’t the front desk think to offer that?). Was told I would receive a call or email to let me know when the room was ready. I go back down to the lobby to meet the friends who drove up here to celebrate my birthday with me around 3:45 p.m. (still no phone call or email). Finally, at 4:01 p.m. (check-in time), I go and speak to someone else, ask if my room is ready, and I’m granted a “ yes, it is” like none of this ever happened. Brittany and the other man at the desk saw me sitting in the lobby, obviously knew I was waiting and never once made an effort to catch my name or come up to me and say, “Your room is ready.” I truly believe they would have let me continue to sit there and not tell me the room was ready. It seemed like this was done on purpose as like a penalty for asking to check-in early after receiving guidance from the booking staff and David at the front desk implying I’d be able to check in early. Regardless if it was on purpose or not, that’s how they made me feel. I work in customer service so I know how to treat people and this is not the correct way to treat frequent guests (regardless if the room is comped or not). I can’t say how disappointed I am. Again I understand the early check-in isn’t guaranteed, but Christy and David said things to make me believe the room would be ready early. I’ve stayed here a lot and never had an issue with early check-in. Something I frequently say is if you keep your expectations low you can never be disappointed. Keep your expectations low from here on out. It was super disappointing this happened on my birthday celebration day. I usually bring out-of-town guests up here and brag about the service and great hotel, spa, and restaurants. Monarch truly let me down on my birthday. I don’t need a response from management saying early check-in isn’t guaranteed. I need you to do better for your customers in the future and set correct...

The room is great—I’ve stayed here a few times. Location is great. Food and drinks are great. Definitely better than other hotels in this area. It’s unbeatable.

But they don’t treat customers with basic manners. Instead of resolving small issues quickly, they choose the wrong and aggressive way. I don’t blame them but I still want to write down what happened.

yesterday , I tried to pick up my mom’s “play card” / “member card.” Since she had some back pain.

They told me I couldn’t get it; it had to be picked up by her in person. Very understandable—no problem.

But I tried to make things easier and explained her physical condition. I even offered to get her on the phone or verify all her information myself. Or I grab her ID and get the card back.

They still refused.

I then suggested they deliver the card to the room and hand it to her directly. That was refused as well.

Okay, fine. Understandable—maybe they have their own policy to protect customers. I respect that, and I’m actually kind of happy about how seriously they take customer security. But the thing made me upset —— There was nothing I could do at that point, so I was about to leave. Then they basically dragged me back, threatened to call the police if I walked away, and nearly called security to watch me—just in case I “ran away.” They treated me like I was some kind of criminal or terrorist. Finally, I asked them to put the card at the hotel front desk.

What they did was horrible. TSA or Homeland Security wouldn’t go this far.

Since my mom didn’t feel very well, she took an Uber back home. But she forgot to get the card before she left. And I didn’t want this hotel or casino to think I’m a fraud or whatever they think I am. I literally had to drive to Denver, pick her up, come back here so she could get her card, guess what , when we got there, they destroy the card without our consent. then I had to drive her back to Denver. 🙄🙄🙄🙄🙄 You gotta be kidding me.

This is the second time they’ve treated me like this. Last time, my mom had to leave early, but I decided to stay a couple of hours longer for a shower and breakfast. She left and accidentally took both my room card and hers with her. Unfortunately, not long after, I locked myself out—wearing only a shirt, shorts, and flip-flops. I went to the front desk and asked them to give me a new card.

They refused. Basically the same situation as this time.

I asked them to at least open the door so I could grab my wallet, phone, car key, and a jacket. They refused again. They said they couldn’t verify my identity. Come on—my wallet was in the room; it had my license. What’s so hard about comparing me to the photo on the license? Unbelievable. Literally unbelievable.

Instead, they called two security guards, asked me a bunch of questions—which I answered—but still wouldn’t let me retrieve my personal belongings. I asked them to go to the room with me so I could get my wallet and keys. I didn’t even need to walk into the room. They refused again.

It was raining and windy outside, and they kicked me out of the lobby. They wouldn’t even let me stand inside.

After standing outside for almost two hours, I finally found someone kind enough to call an Uber for me. I went back home to grab the room card, then Ubered back, got into my room, grabbed my stuff, and eventually checked out of the hotel.

When I checked out, the same lady looked at me, laughed, and said, “You deserved it.” I am a huge fan of obeying the rules and the law, and the reason they refused to help me is somewhat understandable. But the way they treat customers is not right.

If you decide to stay...

My most recent stay was nothing short of spectacular, and the complimentary upgrade made this my best casino resort experience ever. The suite was an absolute haven. The suite was spacious and elegant. It had breathtaking views of the surrounding mountains, and I felt truly fortunate and blessed to have had the opportunity to enjoy this experience. The attention to detail was evident in every aspect, from the plush bedding to the well-stocked amenities. The Monarch Casino was exciting and packed, and you could feel the energy of the casino floor. The dealers were professional, friendly, firm, and fun. The food at the 24/7 restaurant is fresh and outstanding, and it stands out as a place for well-prepared food regardless of the time of day. The exceptional customer service is another aspect of my stay that I have to mention. Each member of the casino staff that I interacted with was genuinely warm, professional, and helpful to the point that they were willing to go above and beyond. For example, I needed help with how to properly use the unique elevator system so I could get to my room.

However, on the day I was supposed to check in, life happened, which led to some stress. My arrival time was delayed several times during this day, and each time it was I called the customer service at the Monarch, and they were understanding and respectful. I finally arrived at the Monarch Casino Resort in Blackhawk close to 1:30am. When I had originally told them that I would arrive at 4pm, their typical check-in time. Upon my arrival, I was greeted by two guest service agents who were kind, helpful, graceful, and understanding. They let me know that they were happy that I made it to them safely and that my room had been upgraded. I am a traveler who does not truly care about the rooms I stay in as long as they are clean, safe, with a king-size bed, and the water is hot. The agents let me know that I would be on the twenty-first floor, which was a surprise because, based on the research I have conducted, I knew that the higher the floor your room is in a hotel, the nicer the room would be. The agents were excited to let me know that my room had been upgraded to a suite. The Monarch has twenty-three floors. I am not a suite room person because a room for free is a room for free. Furthermore, I typically do not spend that much time in the room when I travel because I prefer to be on the casino floor, having fun and winning.

For the first time in many years that I have been traveling and staying in comp rooms, I spent more time in this amazing room than I did on the Casino floor. This was due to how amazingly I was treated by the staff, starting from the check-in process to the time I checked out of the Casino resort. The thoughtfulness of the casino staff and management in providing me with an upgrade was impressive and inviting. Overall, I truly believe that the Monarch Casino Resort is the absolute best casino resort in Black Hawk, Colorado, and I will be back very soon, as this has become my new safe place to go and have fun and enjoy my hobby.

Overall, I had one of my greatest experiences when I traveled to stay and play at the Monarch Casino Resort Spa in Black Hawk, and it was truly an unforgettable experience. I will return to the Monarch Casino Resort Spa very soon, regardless of whether I get a complimentary room or any upgrades, due to how I was treated and this experience. I highly recommend the Monarch Casino Resort Spa to anyone who wants to experience the best casino...