Rising Star Casino Resort - Rising Sun — Hotel in Rising Sun

I wish a 0 Star rating was possible. Let me explain.

My wife had never been to this casino before we met. I however had been several times and had won as well. Over our relationship we've returned both by ourselves and with other family members.

However over the last month or so service has drastically changed. We have been lied to repeatedly by VIP staff and management in regards to what rewards(food credits, etc) and bonus play we had. When questioned about it they just say they can't follow through on the word of another employee. They will ignore phone calls as well. The excuse for that is staffing issues. If you can't honor the word of your employees, retrain them or show empathy towards your members why are you in customer service at all? I understand people lie to get free things but this is not the case for everyone. Simply put don't sell members on promotions that don't actually exist or have expired and then get irritated when they question you about what's missing. Last comment we stayed at the hotel several times and while reasonably priced we've had issues there as well. Most recently, we checked in, took luggage to the room and adjusted the heat before going to the boat. When we returned our room hours later it was still chilly to say the least. My wife is going through chemo so I adjusted it again. Nothing changed. We went to the desk and told them there was an issue. She radioed maintenance said they'd be up shortly. 30 minutes nothing. 45 minutes, hour and a half nothing. We called, ignored. We went back down to the desk. She looked up from her personal cell phone, where she was playing a game and said "Oh they said to move you to another room I thought you knew". Not one word to us. No credit to our credit card. Nothing. This is acceptable?

Needless to say we've turned in our players cards and will not be returning. We know everyone's experience is different but felt this needed to be shared as it is incredibly disappointing. This is not a Rising Star it is a...

Took a 2 hour drive to come visit this casino. Called and notified we would be checking in late. Upon our arrival, we parked and unloaded all of our things. We proceeded to check in to the lodge. There was a sign to greet us and let us know nobody would be available at check in and to go to the main building. Frustrated, and tired, we loaded everything back into the car. Drove and parked and walked inside the main building. Went to hotel reception, and explained our frustration with the desk not being staffed. The man at the desk did not seem to care. It would have been nice to have been notified earlier in the day when we called that nobody would be there to check us in. So, we got our room keys, and proceeded to go relax for a while. Well, we get up to our floor, and swipe the key. We open the door to find some strangers belongings. This was a pretty awkward situation. What if someone was in the room? I have stayed many, many places. This is the first time this has ever happened to me. We called the front desk, and explained our second predicament of the evening. They said they would send someone up. A lady came up and gave us new keys, luckily the next room was empty. It surely clouded our mood that evening....I wish the guy at reception cared a little more about the experience we were having.

We did get comped 2 buffets. The buffet was very good. They even had Oysters Rockefeller! This was the most enjoyable part about our stay here. The room was very nice and clean, and looked to be newly updated. The casino had some penny slots, and a roulette machine which I enjoyed. I was disappointed they gave no rewards for new players, in my experience most places give...

It is impossible to ever reach a live person on phone. Even if ur a guest in hotel u can't even reach front desk. Front desk closes and don't open up til 9am next day. I never heard of a 24/7 casino hotel front desk closing all night and if u need anything you're screwed til next day. In the event of a Miracle and u ever do reach anybody on phone they act like everything u ask is top secret and won't answer your questions they send u someplace else and nobody knows anything. Vip services I swear I have never seen ppl work with the public and be allowed to be so rude and unprofessional to quests. No joke, anybody u ask for anything there it's like u are a criminal for asking for anything. In the event u have earned something on comps vip services acts like it comes straight from their pocket and like you're wrong for asking for something uve earned. I love casinos but I have yet to find an employee at rising sun casino who is half way friendly. Also they have been offering free cappuccino thru holiday which is great just as long as u don't ask for one! If u do bartender get mad as hell and one even said I ain't making no cappuccinos tonight and I asked for 2 Reece cup candy bars. Also wrong answer. She pretty much slung them on bar and said I guess the damn things are free since my register is down. I don't care who u are or who u think u are it is NEVER acceptable to treat guests the way the staff here treat u. It's getting to be a huge issue worse each time I go. Not exaggerating. This...