Desert Diamond Casino & Entertainment - Tucson — Hotel in San Xavier District

Writing this review on behalf of my mother who has patronized the Desert Diamond Casino since its initial opening on Nogales Highway. I have reported the incident to the voicemail I was transferred to via the operator and have yet to receive a call back. To inform the public, my mother was enjoying her Sunday and decided to play the slots. When she arrived she decided to play a machine that was vacated by another player. This player left NO players card in the machine, left Zero dollars in the machine, and left Zero indication that she would return e.g turned chair or placeholder. According to my mother, she sat down at an empty machine, inserted her players card and applied her $50 in free play to the machine. After approximately 5-10 minutes, the player that previously vacated the machine approached my mother looking for her players card. My mother informed the previous player that there was not a players card left behind and this person then walked off and told security that my mother was playing her money left in the machine. What? After ten minutes she is claiming that $190 in the machine is hers? The camera replay was requested and it was confirmed that my mother did not put money into the slot machine. Obviously this was the case because my mother put her players card in the machine and applied her $50 of free play and happen to earn just shy of $300. When the player that previously vacated the machine saw how much my mother earned, she then claimed that $190 of my mothers earnings was hers. Then, 3 desert diamond employees and 1 security guard approached my mother and accused her of stealing $190 and asked her to give the money to the player that vacated the machine over 10 minutes ago. It’s one thing to lose to the casino, but to be bullied and called a thief by this establishment is completely disrespectful. My mother was bullied to cash her ticket in the machine she was playing and was forced to personally hand pay the casino so that they can give the money she earned using her free play to a complete stranger. The desert diamond employee literally told my mother “well, are you going to give her money back?” UNBELIEVABLE,...

A Tale of Two Shifts: Day vs. Night at Desert Diamond

I've noticed a significant disconnect between the hospitality and security departments at DD. While DD pours drinks with one hand, it seems the other hand is ready to signal security, particularly if you're enjoying yourself too much or perhaps winning a bit too frequently.

Daytime Experience: During the day, the atmosphere is generally more relaxed. The hospitality staff are friendly, the gaming machines are well-maintained, and the cafe offers commendable food and beverages. You can enjoy your time here with a sense of ease.

Nighttime Concerns: However, the late-night shift presents a different story. It appears that security personnel prioritize drink counting over monitoring actual behavior. I've experienced being approached by security even while sitting quietly by myself, listening to music with headphones. This approach feels unprofessional and somewhat invasive.

The inconsistency in security enforcement is puzzling. While patrons who are simply enjoying their time are often asked to leave without any apparent cause, there are instances where more disruptive behavior goes unchecked. This selective enforcement seems particularly prevalent during late-night hours.

Recommendations: Enhanced Training: Security could benefit from training focused on behavior observation rather than just drink consumption. Better Coordination: Improved communication between hospitality and security might prevent unnecessary conflicts. Fair Enforcement: Adopt a policy where security addresses actual disturbances rather than perceived ones.

Conclusion: While the daytime experience at Desert Diamond can be quite enjoyable, the night shift security feels more like a fun police than a service oriented towards customer safety and satisfaction. If you plan to visit during the night, be cautious, especially if you're having a good time, as the approach to security can feel overly stringent. However, with some adjustments, this could be a venue where hospitality and security work in harmony, enhancing the experience for...

Have frequented this property quite a few times over the year. Recently being relegated to a wheelchair for some time, we required (for the first time) an ADA room. Suite was well appointment with the necessary shower equipment. The shampoo, conditioner, body wash and soap could be a bit larger, but the housekeeping staff is always happy to provide extra. Rooms are very clean with a nice single serve Keurig (plenty of coffee/tea supplies), a nice refrigeration and a safe. Television system has an EXCELLENT feature where you can cast from your device. We quite literally use our home entertainment app while here. The suite definitely accommodated our needs and we had no issues this stay. ||Casino is a very good size, and we appreciate the smoke free environment. There are designated areas within the property, however, not within the casino floor, hotel area or suites. Table games are always available and the sports book there is small but adequate. They also have 'vending' machines where you can do your sports betting without going to the book itself. Public restroom are always being services and they have a great sanitized feel to them. Food with the property is good There are daily dining specials at the main restaurant, and the room services after along day hits the spot. Although more of a selection of eateries would be nice, you definitely won't have any issues filling the need.||The bar areas are all lively and the staff here is always fun and friendly. Emily and the gang definitely go all out. They make it worth the trip. The staff is really what makes this location go. Always a positive attitude no matter what the department. Front Desk staff is helpful and knowledgeable, and the Casino/bar folks are definitely on point to make you're stay comfortable. ||This isn't the biggest, brightest, shiniest penny in the purse, however, we consistently return every chance we have. I's is worth the 300+ mile journey. We will be headed back before the end of our...