Resorts World Catskills — Hotel in Town of Thompson

Warning: Long rant.||Having not stayed here since covid, we decided to give it another try. I am giving you one star because there is no way to give negative starts. To begin, I tried to call the hotel and four times I was hung up on and the fifth time the rudest woman I've probably ever spoken to in my life answered the phone saying front desk yes??? in a very harsh tone. I said I would like to make a reservation to which she sighed loudly and said hang on so now it was my turn to hang up because I'm not going to be spending money in a place where I'm spoken to rudely. I immediately sent a message to guest services complaining about that and I reached out on social media to complain. (Just now, as I typed this review the social media person reached out to me instructing me to send a message to guest services to which I replied I already did and I already went to the hotel and I'm home.) I then went online and made my reservation, I was planning on using the military discount because my husband is a veteran but for some reason it was higher than making a regular reservation not sure why. Upon arrival we had commented how odd it looked at one of the windows was broken out of the hotel and when we pulled up to the valet parking there was none. We then had to park and carry our luggage in, to and through the main lobby.When I approached the check-in desk the clerk there asked me if I was there to check in and when I said yes he said tor an additional $50 I can check you in right now to which I replied no My husband did go to the public restroom in the lobby area of the casino and noticed that there was dysfunctional sinks and some didn't even have running water and when he casually mentioned this to the bartender while we were having a drink the bartender said that it's because people actually have been caught bathing in the bathrooms so they stopped the water from coming out. My husband and I decided to do a little gambling and this is where the badness continues. The first few machines were okay although they seemed outdated, we then went to a slot machine which had shamrocks and my husband pulled the lever perhaps twice and the machine got stuck and the screen started flashing to call attendant which we did. Approximately 30 minutes later while we're still sitting there waiting for an attendant I had asked several people passing by and was constantly told that no only a blue shirt attendant could help us. Finally a gentleman in a suit pass by and I asked him where these people are in blue shirts so we could get help and he said that they are all busy because there was a jackpot win, to which I questioned all the attendents are at the jackpot win and he said yes and I said that's ridiculous and he dismissed me and walked off. ||We continued to wait another approximate 10 minutes and a young man came over in a blue shirt and he proceeded to bang the side of the slot machine and in his own words he said these machines are so beat up and old. Not something you want to hear from someone who works there. He then tells my husband that he really didn't lose any money because the machine resets itself even though my husband had lost technically $3 and 45 minutes to an hour of our time. ||By now it was getting close to 4:00 p.m. so we decided to head back to the lobby to try and check in and to our surprise (sarcasm) there is probably 50 to 60 people waiting to check in and to attendance checking them in so we decide to go ahead and get something to eat instead. ||We headed to the 24/7 diner which was really a pleasant surprise. ||After we ate we decided to try the lobby again and we were able to get an attendant to help us check in and the gentleman asked me if we had ever stayed in the Alder before and I said no we hadn't and he asked if we wanted to be near the elevator or the stairs we said the elevator. He then tells us that we have to walk down this super long hallway out the door and around the way to get to the Alder which was a surprise because I was led to believe it was attached to the casino. ||After a super long walk then up a slight Hill to get to the Alde we go in and the instructions are not very clear so we were lucky we ran into someone who was able to direct us. We get to our room and here is where it gets progressively worse. We go into our room and there's wash clothes on the floor from someone who must have been staying there first and the room is quite chilly so we adjust the heater then we sit on this couch that has almost no support to it whatsoever and my husband decides he's going to lie down and try and take a nap and after he almost needs a ladder to get into the bed because it's over 5 ft off the floor the mattress he automatically rolls into the middle of the bed because of the softness of this mattress. We decide to leave the room and head back to the casino and after we gambled for a while we decided to have a snack so we went to the Chinese market and ordered two sets of pot stickers. We waited again approximately 25 minutes while folks who'd come in after us we're getting elaborate meals and finally got our two small orders of potstickers and they were ice cold and pretty hard. ||We decide to head back to the bar and maybe get a drink and due to the basketball game that was on, the bar was four people deep and two bartenders on poor planning in my opinion. Since we were unsuccessful in getting ourselves a drink we decided just to call it a night and headed back to our room. Upon entering the lobby area of the alder hotel we noticed the bar had a big band playing and the annoying part if you will is there were children running amok that were abusing the table games that were scattered throughout the place and it was kind of disturbing that no one was doing anything about this and by no one and I mean their parents. The kids were picking up the pucks from the shuffle board game and literally throwing them all the way down the hallway. Our room was located right next to the vending machines and around the corner from the ice machine. The noise from both carried right into our room. Upon arrival in our room for a good 20 minutes there was some sort of alarm going off and I kept opening the door to see if we needed to evacuate but no instructions ever came. Also, are safe didn't work in the room and when my husband called the front desk the clerk he spoke to was insistent that not only was the safe portable which it was not it was nailed to the closet but the clerk also insisted that there was a sticker on the safe with instructions on how to use it and that's not true either.||There appeared to be some sort of sundry shop off the lobby of the main casino hotel but their sign was up for hours stating that they would be back in 15 minutes so we never did get a chance to go into that store. ||When we were getting ready to leave this morning after waking up with the worst neck pain I've ever had in my life feeling like I should go to a hospital and my husband feeling like he was paralyzed from our horrible night sleep with that ridiculous mattress we tried to open the safe again and lo and behold it didn't work again so we had to call the front desk at 5:30 in the morning and again they had to send the maintenance person back up which for some unknown reason to me the maintenance man has to come with a supervisor every time I'm not sure what the story is with that but that's here nor there. ||After my husband walked the mile and a half to our car so we could leave he left me at the front door so I wouldn't have to walk and he was informing me that this family pulled up and started unloading their luggage and then took trash from their car and just tossed it on the ground which is another thing because everywhere we went we saw garbage just strewn about in fact in the main lobby casino area we saw what appeared to be vomit or something of that nature just splashed on the floor. I do think the casino is really outdated and apparently so do the people that work there. I was really looking forward to a night away with my husband, some .good food and perhaps some gambling. This is just my opinion you all go at...

I've stayed at this hotel two to four nights a year since 2021, so I’m very familiar with it as well as the service. While customer service has never been the best, I’ve overlooked it since it's overall a nice place to stay in the area when comparing it to other places nearby. I stay here when I visit a family member, not for the hotel and casino, but while I’m here, it would be more pleasant if the customer service was decent. During my most recent two-night stay, the customer service I received was so poor I felt the need to write a review. It started off when I pulled up there was a sign saying valet was closed and signs that you can't park in the front, nothing indicating where you can leave your car to check in. So I went to park in the main lot which is a bit of a hike with luggage. When I went to the check in desk, I was told by an unfriendly employee who barely looked up that check in doesn't begin for another 15 minutes. I thought this was odd because most hotels will check to see if your room is ready and even allow you check in early, but I told him I would come back. I figured I would grab a snack to eat so I went to an Asian restaurant where I stood for about 10 minutes and was completely ignored, so I left to get my luggage and check in. When I got back to check in, again, no hello, no smile, just what is your name? The person who checked me in went so slow, it literally took close to 30 minutes as he had to keep asking someone else for assistance. After finally getting into my room, I went back to the Asian restaurant and there was someone ahead of me. One of the employees was arguing with the guest saying she gave her what she ordered, but the customer was telling her she ordered something else. The employee refused to fix it, so the customer needed to pay again to get what she wanted. When it was my turn, the employee rolled her eyes and said, "it takes all types," referring to the customer ahead of me, which was extremely rude. I ordered a steamed pork bun and even though the service wasn’t friendly, it tasted good. The next night I got back to the hotel early, so I planned to use the workout room, go to the casino, and get a bite to eat. When I went down to the exercise room, I tried to enter through the pool area, but the door was locked. A couple of employees were standing there and ignored me when they saw the door wouldn’t open. So I asked them why my room key wasn’t working. One rudely told me you need to enter from the other door through the hotel interior, not the pool area. It was a good 5–7-minute walk to go all the way around and as I entered the fitness room, the employees I asked about the entrance entered from the pool area. As they passed through, they looked at me, said something in Spanish, and laughed, probably that I had to walk around, and they can enter through the other door. Afterwards I went to the casino, which was nice, but nobody came around asking if I would like a drink- nobody came around the night before either. In fact, only on one of my visits back in 2021 did someone come around. After the casino I went to the diner and even though it was only 9pm, it was locked even though the sign on the door said it’s open until 11 pm. There were a couple of employees sitting inside who could see me, but nobody came to the door nor was there a sign saying why they were closed. A few other guests came by while I was standing there who also were confused as to why it was closed, but none of the employees acknowledged any of us, so I went back to my room hungry. The next morning, I checked out with the express checkout and went out to my car where I found a parking ticket. The ticket said I parked in a no parking zone. I looked around and there were no signs indicating you can’t park in that spot. I started to pull out and I saw some very faded letters in my spot that I couldn’t even make out- there were some very faded words across several spots where I had parked, but I couldn’t make them out. I needed to be somewhere that morning, so I left and the next day called to ask if the spot I parked in was a legal spot to see if the ticket was a mistake. I was transferred to the security office and this rude man answered the phone. He refused to tell me if the spot was legal or not- he kept repeating you can’t park in a handicapped spot. I explained this wasn’t a handicapped spot- there were no signs and the lines were yellow, not blue. I also told him the parking ticket was for being in a no parking zone, not handicapped. Since he couldn’t help me, I asked for his supervisor, and he said he was the only one there. I called the hotel the next day and asked for a supervisor. Even though I didn’t give my name, the person who answered somehow knew why I was calling and told me she was told by the security manager I had spoken with the day before that if I call back to transfer me to him. I told her the security manager couldn’t help so I wanted to speak with another supervisor. She transferred me back to the same rude security manager anyway who again rudely told me I need to take the matter up with the Sullivan County police. I again asked if the spot was legal or not and if it was not legal why there were no signs and he refused to answer and he refused to allow me to speak with his supervisor. I asked for his supervisor’s name and he refused to give it to me and he refused to give me his name. I told him I was going to call again and speak with someone else and he laughed and said, “they’re only going to transfer you back to me; keep doing what you’re doing” and hung up on me. I called the main hotel number again and again was told I can’t speak with anyone besides the security office even though I explained he couldn’t help me nor answer my questions. I then told the employee that I want to discuss customer service with a supervisor, so the employees told me to send an email from the website requesting this, which I did. I kept the email very general and said I wanted to speak with a supervisor regarding a customer service issue. Even though I didn’t mention the parking ticket, I got an email back referring to the parking ticket saying I was told to contact Sullivan County Police. I sent several more emails requesting to speak with a supervisor and those went unanswered. I’ve tried finding contact information for a corporate office or someone in a higher position rather than a general phone number and email but couldn’t. All in all, hotel is decent, but customer service is the absolute worst and the fact that they don’t care, and you can’t even address your concerns with a supervisor makes matters worse. If you need to be in the area for something, it’s a decent place to stay, but I wouldn’t recommend anyone coming...

EDIT FOLLOW UP 8/29/2025:

The Hotel Operations Manager Luis reached out to me via phone and apologized for no one following up with me. He also was able to clarify that the receipt I received at checkout was "before the charges were finalized." And provided an accurate receipt which reflects my final credit card charge.

Luis and I exchanged several emails to clarify why and what the charges were for. Although I understand now, I encouraged them to finalize customer accounts before providing a receipt. I've never been to a hotel that does otherwise.

I appreciate Luis' efforts to reach me and patiently explain the charges and mistakes on their part. Luis is a gem of an employee, and I will consider staying at this hotel in the future. I added an extra star to my review to reflect this update.

EDIT FOLLOW UP 8/20/2025:

I replied to Resorts World's response to my review below, via email. It took 3 days for someone to get back to me, only to ask me to wait for another reply by a manager. Then they asked me to email them at the end of the week if no manager replied. It's now been 9 days since they originally replied, 12 days since my original email, with NO REPLY.

This company has still NOT addressed the erroneous overcharge of my credit card (which was blatantly avoided in their response to me below.)

Original review: My biggest problem with this resort/hotel is I was overcharged on my credit card for an amount that was not receipted to me and I did not approve. My receipt upon checking out (resort fees only for 2 nights plus taxes) was $62.70 (see photo). Upon checking my credit card the next day, I was charged $81.54 (see 2nd photo) and I don't know why - which is an additional $18.84. We charged nothing to our room and the room itself was paid in advance; be EXTREMELY AWARE of what is charged to your credit card if you choose to stay here and ask for a receipt at check out. This is scammy/shady business practice for Resorts World.

The stay itself was okay - rooms are nice and very large. Huge bathroom, separate toilet area, very large stand shower, and a sitting vanity area with vanity mirror. However furniture and walls could be touched up/replaced as much of it was beat up and dinged up. Beds are very worn in and in my opinion, need to be replaced.

Bed and floors were clean, however the inside of the large window (almost an entire wall) was full of hand prints & gunk and clearly never cleaned.

No microwave, however they use old mini bars (emptied) for refrigerators. Although space was VERY limited, due to it being an old mini bars, the use of a refrigerator was appreciated.

The hotel is beautiful but the amenities are lacking. There is no complimentary water, coffee, hot water, or tea at check in. No complimentary anything - no breakfast, nothing. There is a $25 resort fee and I have no clue what this pays for. It certainly doesn't pay for WIFI, as WIFI is available to all casino guests, and not just hotel guests. There was 2 of water bottles available for us in the bedroom, but certainly not worth $25.

We did not eat at any of the restaurants here at all, as they force a 20% gratuity on you. After reading reviews online, seeing expensive menus, and being turned off by forced gratuity, we ate in a nearby town for all our meals.

The staff at the front desk was ok- I asked for a late check out and was told it was $50 for an HOUR. Absolutely not. Again - NOTHING is complimentary here.

Players club desk attendant was very kind.

The Starbucks inside this resort is not a Starbucks. They serve Starbucks coffee but don't have simple Starbucks items, like Sweet Cream, for the cold brew. Same with the food hall - it is not a food hall at all. The counter serving Starbucks coffee has a menu of very basic food items that can be ordered, such as hot dogs and hamburgers.

Gambling here was extremely tight - both tables and slots. I would not go out of my way to gamble here again.

I would only stay here again if I didn't have to give my credit card over. And I would only stay here - I would not gamble...