Saratoga Gaming & Racing — Local services in City of Saratoga Springs

We visited Saratoga Casino and Hotel on October 16th 2023. We stayed one night at the property. We are formerly locals and were excited to come back and enjoy the Saratoga experience. The hotel was absolutely beautiful!! It was nice to see since it was not there when we lived there. The casino was not as I remember. We did visit in 2017 and it seemed like there was a lot less slot machines this trip.

After watching Monday night football and playing slots we went to bed somewhere around 11 pm. I had two vouchers that I figured I would just cash in the morning. One was for $45.00 and the other for $92.00.

On the morning of October 17th we could not enter the casino, not only from the hotel lobby but also from the outside main entrance around 9 am. There were workers placing signs on the doors saying the casino is closed until further notice due to a server malfunction. We hung around another 30 minutes but it seems it was taking longer to resolve the issue. So we left and gave a family member the vouchers to cash at a later date.

When my family member tried to cash the voucher on November 4th they were told one of the vouchers had been cashed. ALREADY CASHED??? A printed voucher??? If I had a voucher how could it have been cashed??? I would have money, not a paper voucher. My family member argued with the manager who I also spoke to on the phone. The answer I got was " Well the machine must have printed out a duplicate voucher." A DUPLICATE VOUCHER????? Does your casino have an issue with printing duplicate vouchers??? I have never, ever received a duplicate voucher from any casino anywhere, so this explanation was obviously either a deflection of responsibility or a blatant lie.

The ignorance of the manager was very unprofessional. She was not listening to me. She was trying to tell me that the casino is always closed from the hotel lobby which is acceptable, but that morning, your entire casino was closed due to a server malfunction. I believe the server issue has something to do with my voucher being uncashable, but your supervisor refused to even discuss that option.

At this point it is no longer about the money. In my eyes this is just wrong. I was not being heard and nowhere ever have I heard of cashing a voucher and still having a voucher or a so-called duplicate voucher in my hand.

Even though I loved the beauty of the hotel, for our next time in town, I will be visiting Rivers casino as I know they will ensure my experience is 100% enjoyable. And this experience will be shared with all of my family and friends who still reside in the Capital region.

UPDATE: I would like to share that I have been contacted right away by the director of guests experiences. She looked into the issue and resolved it for me. Thank you again for the...

Casino is a really nice place .The big disappointment is the lack of food choices .The casino needs more food variety and Lucky Joe's does not foot the bill for variety, they don't have much on there menu and their hours are not meeting the needs of the people because during the week they close at 8:00 pm except Friday and Saturday they close at 12 :00 am .8:00 pm is to early we were there on a Thursday night after 9:00 pm and they were closed .For a casino this size not to have a place to sit down and eat after 8:00 pm is ridiculous .Mortins Steak house is an upper scale Steak house, middle income people can't afford their high prices and there not open Monday and Tuesday unless you're a high roller be ready to fork out 200 bucks not affordable for middle class people. You have to spend a lot to earn enough points to get free comps to eat there . Perks is another disappointment they are a little store self serve and besides having candy and a few beverages this store is not much for the average person who wants a simple meal or snack .You can order food from the motel 24 hours a day and it's expensive and not really practical for the general public .This casino made a big mistake taking out the Buffet and using that space for video games that I don't see many people who use these video Crap games .The casino needs to make some changes and cater to the players that support it .The parking is a joke 😃 for the elderly people who are handicap and have a hard time finding a Handicap parking place is very limited .If it's a Saturday night good luck finding a Handicap parking place because there always taken unless you get there early in the day .The security is really good they do a great job securing the floor and it's very safe Try to get your coat checked and you have to wait for an attendee to show up to hang up your coat ,this takes up to 15 minutes to wait for a floor worker to arrive and hand you your coat . I have wrote other comments in the past and I don't think they care what the people want . I have not seen anything that's changed from all the comments people write . I still like Saratoga Casino but it's not my favorite casino it's...

The new slot machines I was told about lured me to the casino Saturday night, unfortunately they didn't include "any" new video poker machines which is my favorite game. Also noticed more of the video poker machines where removed, go figure since patrons who play them spend many hundreds if not thousands per trip. Alas another disappointment since the ancient video poker machines are extremely low paying and many of them have been having the same malfunction problems for Years. Wake up and replace the junk you have. Don't expect me to be coming back until that happens. On another subject, the amount of free play offered to patrons is very low. Apparently the way free play is calculated lacks any intelligent thinking. Also why is additional free play only offered for weekday visits? I think you folks need a reset in customer service and satisfaction and also in the advertising sector. BTW the new Mane bar gaming area is disgusting on weekends due to the extremely loud drunken and obnoxious customers in the bar area. Guess you...