Casino Del Sol — Hotel in Four Corners States

TL/DR Attended a conference, did not choose this hotel stay. 90% went well, the critical 10% created a negative experience with lodging.

First off, I am not one who gives poor reviews to get free stuff. Generally, if I have had a sub-par experience, I write it off to a bad day and don't review at all.

Second: I gave 3 stars for the rooms because...they were average hotel rooms. Sheets and towels were clean, hot water worked, HVAC worked. Hard to give 5 stars for meeting expectations, and I only use a hotel room for sleeping and storing my stuff, so... Third: Location also got 3 stars because...of Tucson, not the resort. Tucson is a beautiful city, except for its transportation infrastructure. Just takes a lot of time to get anywhere on surface streets.

And now: Almost all of the staff were excellent. I would have given 5 stars for service, but read on for the rating. I was usually greeted with a smile, and most everyone I encountered were eager to assist me. I want to give a shout out to the porters, servers, bartenders, management, and security staff (sorry I didn't remember names), who did a great job, made me feel wlecome, and went the extra mile to assist me. I was at the resort to attend a conference, so I did not choose the resort as a destination, and I am not rating the casino/restaurants/bars themselves.

My main issue with the casino/resort is my lodging. I registered for three nights, two of which were under the conference rate and the final night at the regular rate. I called after making reservations online, to request that I be placed in the same room for all three nights, keeping in mind that I may have to change rooms. My request was noted, and when I checked in, the hotel front desk confirmed my request and said that they had made sure I didn't have to move. I double-checked the next morning, was given another confirmation that I was booked for the same room for my entire stay. The morning of the last night's stay, I checked in at the front desk to confirm once more that I was booked in the same room for the last night. The person at the front desk was aloof and seemed annoyed that I asked. She then proceeded to tell me that I was not staying in the same room, regardless of what I was told previously, that I would have to pack up and wait for another room to be available, and then charged me more than what my reservation stated. She told me that there was a concert that night (there was not) and my previous room was reserved for concert attendees. She also said that my previous reservation was invalid and that I had to pay that day's rate for the new room. (NOTE: This is important! I was polite the entire time. No point in bitching when all it does is make everyone else uncomfortable.) Check in was 3pm; I wasn't able to check in until 4:30 pm. Thanks again to the porters for helping me with my luggage! When I got to my room, it was...the EXACT same type of room I had just checked out of. The next day, when I was checking out of the hotel, the front desk asked me how my stay was, and I told her the truth. She reset my room charges to the proper amount and apologized profusely. I would have given service 5 stars except for the lack of follow-through on my room. I gave an overall two stars not because I had to change rooms, but because I had to change rooms at the last minute. A note to hotel management: I don't want anything free from you all; I felt that it was important to share this story in order for you to know what happened. 99% of your staff were working hard to make my stay pleasant, but one person managed to sour my experience enough for me to...

As a long-time customer of Casino Del Sol, I’ve spent plenty of time and money on their gaming floor, enjoying what I thought was a reputable establishment. I recently stayed at the Estrella Hotel, using a couple of comped room nights due to my regular patronage. Unfortunately, this stay turned into one of the most frustrating and disappointing experiences I’ve had at any hotel or casino — ever.

Upon checking out, I noticed something alarming: a valuable Zardosi handwoven tapestry was missing from the interior cab of my truck. This was a deeply personal and extremely expensive item — not something easily misplaced or forgotten. I realized the theft had occurred while parked on Casino Del Sol property, and though I was already driving away, I immediately submitted a contact form through their official website upon returning home. The site confirmed my message was sent — but I never received a single reply.

Trying to give the benefit of the doubt, I returned to the property the next evening to speak with security in person. The security manager on duty asked me to identify the exact parking spot I had used. I told him it was one of two spots, just three spaces apart, both near trees — but I couldn’t specify the exact tree. That slight uncertainty was apparently unacceptable. Instead of offering help, he became visibly frustrated, dismissive, and told me flatly that he couldn’t do anything without the precise parking space.

I was stunned by his attitude. I told him honestly, “I can already tell how much help you’re going to be,” and I left, returning the next morning in hopes of finding someone more helpful in the security department.

That’s when I was hit with the real kicker: I was told that the majority of the Estrella Hotel parking lot is completely blind to their security cameras. That’s right — the Casino Del Sol, a business generating millions in profits, has huge swaths of unmonitored parking areas.

So for anyone who assumes they’re being watched over and protected by a “top-notch” surveillance system while staying at or visiting this casino — think again. Their security system isn’t just inadequate — it’s dangerous. If someone were to assault you walking to your car, it appears the best you could hope for is an apology and a shrug — because the cameras won’t see a thing.

To make matters worse, the police were called, and I was then treated as if I was the criminal. The focus wasn’t on solving the theft or questioning why such a serious blind spot exists on casino property. No — instead, the whole experience became about my inability to provide a GPS pin for a parking space in a completely unmonitored lot.

This entire situation was a gross mishandling of a customer issue. From the lack of response to my initial complaint, to the condescending attitude from security, to the dangerous lack of camera coverage, and finally, the dismissive treatment from local police, it’s clear that Casino Del Sol and the Estrella Hotel value your money far more than your safety or peace of mind.

Final Thoughts:

If you choose to visit or stay here, do so at your own risk. Park on the property and leave valuables in your vehicle, and you may find yourself completely on your own — no footage, no accountability, and no help.

Shame on you, Casino Del Sol. You’ve lost a loyal customer — and I hope...

I decided to delete my previous review because I have consistently had extremely poor experiences here in the past 3 - 4 years. Rooms: as soon as I walked in the room, the odor was so bad it smelled like someone had pooped in the bathroom and they had sprayed Lysol to cover the smell. The carpets are so filthy, that I’m so glad I brought my house slippers. I would never walk barefoot on that floor. HORRIBLE mattresses. The beds are so hard, I woke up with lower back and shoulder pains. I think I would have a better nights rest camping. The pillows are tiny boulders as well. Service: housekeeping is wonderful. The ladies in the spa are great, very helpful and loved my message. I got a message thinking it was part of my rewards (and I needed one after sleeping in that bed), later come to find out that I had an EITHER/OR choice with the rewards. But that’s another topic. Pit bosses: Only 1 was friendly, a female, can’t remember her name. The others looked liked they couldn’t stand working there. Dealers : Majority of them were great, very friendly Rewards staff: HORRIBLE. They act like you are bothering them. God forbid you can’t hear them speak. The noise level is very loud near their desk and they speak low, they refuse to speak up. I have great hearing (my husband does not ) and I found myself having to repeat everything they said to my husband, and I was straining to hear them, AND do not ask them to explain things. This staff and the front desk obviously do not speak to each other. You will get different messages every time. So frustrating. It’s like they have different interpretations of what rewards are given and what they mean. Food: abuelitas and the sandwich shop are the only food worth eating. Otherwise, the food is bland, gross, and not delicious. Moby’s NEVER fails to disappoint. Hosts: the only one we’ve ever had interactions with is Katie. She is the worst. I think she told us in the beginning that she used to work in Las Vegas and now I know why she works here. She acts like you are bothering her, she actually sighed on the phone when I asked her for something, and in person she rolled her eyes. Are you kidding me? I have asked several times to switch hosts and they never switch her. A pit boss told us, me and my husband, that many many people complain about Katie, but nothing ever gets done. Front desk: in the almost 4 years that my husband and I have gone there, I think I have met one desk clerk that actually smiles. These people look completely miserable, and they really do not care whether you give them your business or not. My husband and I had a horrible interaction with the male manager yesterday. We were so upset about a misunderstanding that they did not explain to us about our rewards, and when we got upset and told the male manager that we would not be back, he said to us, “That’s fine.” Wow, I guess they really do not give a crap about Customer Service and whether or not people come back. We have spent thousands and thousands of dollars gambling here, but no more. I would much rather save up my money and go to Vegas. This is not the first Indian casino that we have had a poor experience at. I’m kind of glad they did this to us, they did us a favor. We will never spend our money nor our...