Walker's Bluff Casino Resort — Local services in Illinois

Update: Not surprisingly, two days have now passed and we never did receive that call back from a manager. I see that a reply was made here asking us to call the same number we've already called several times throughout this frustrating experience, but I doubt that will be any less frustrating another time so I will not be doing that.

Frustration from the moment we arrived and well beyond our departure! We booked a two night stay in one of the suites to celebrate birthdays. When we arrived to check in we were informed that we were placed in a regular room as no suites were available. Frustrating, but we could work with it. We enjoyed a fantastic dinner at Ruthies that night. The next morning I went down to the spa to see about getting us in for a couple of massages. The two women there greeted me and gave me a pamphlet with pricing and pretty much sent me on my way, telling me to have a nice day. I further explained that we were wanting to get massages in about an hour from then and was told fine no problem, see you in an hour or so! When we arrived back at that time ready for a relaxing day we were told nothing was available and we should have booked an appointment. When I explained to the lady that I had been in earlier that morning and was not told to do this or offered any assistance with this she didn't seem to care, she only seemed interested in resuming her conversation with the man who had been hanging out in the doorway when we arrived and was now waiting outside the spa for her to finish up with us. He even questioned us as we were leaving wanting to know if we were able to get an appointment, which felt intrusive after the already uncomfortable interaction we had just had with the woman inside. We made the most of our day in the hot tub instead. That evening we had a wonderful time at the Nate Smith concert! I was relieved to finally leave the resort and head back home as the frustration of dealing with the staff that made us feel like a burden rather than valued guests would be behind us and nothing more could go wrong. WRONG! Late this afternoon I received a voice-mail from hotel staff stating that an item had been left in our room. Thinking it belonged to one of our guests, a family member went and picked it up. Evening came around and we received another voice-mail asking us to bring back the item as it actually belongs to another room! So now we have to make yet another trip out there. I called to let them know it would not be possible to get back out there this evening and the first person I talked to said I'd need to talk to someone else who wasn't available but he would transfer me to lost and found for now to discuss it further. The person he transferred me to acted like I shouldn't even be on the phone with him so I told him I was just transferred to him it's not like I called him up myself! I got off the phone with him and called back to see if I could reach a manager. I was then told that the person I had pick up the item shouldn't have even been allowed to pick it up and only I should have been allowed to do so (which sounds like additional training for staff is needed, not for me the guest!), and a manager would call me tomorrow to discuss this further. The ball was dropped in so many courts over the course of just two nights, and even beyond the duration of our stay! I will give the encounter 2 stars, one for Ruthies and one for the wonderful concert put on by Nate Smith. More training amongst hotel staff may be needed! Oh and microwaves in the rooms so that we can reheat our meals from the restaurants on site...

I never thought I’d be writing something like this, but here I am banned for life from a casino at just 21 years old, for something I didn’t do. I was accused of counting cards, but the truth is, I’m not a professional gambler. I’m not a card counter. I’m just someone who might’ve gotten a little lucky, and for that, I was treated with suspicion, hostility, and ultimately permanent removal.

I didn’t cheat. I didn’t break any rules. I played within the limits and was respectful to both the staff and other players. But instead of being treated like a guest, I was singled out and interrogated by an unprofessional, clearly untrained pit boss who couldn’t tell the difference between beginner’s luck and intentional strategy. There was no real investigation and no explanation just a rushed decision to ban me for life from the blackjack tables and I still have a lot of life ahead. What makes it even more frustrating is that the night before, I was openly using a basic strategy chart because I am a beginner. I can literally count the number of times I’ve even been to a casino on one hand and speaking of counting, it’s honestly bad enough that I can barely keep track of the hand I’m dealt without using my fingers.

I was devastated. This wasn’t just a night out it was supposed to be part of my early adulthood, a fun experience. Instead, I was embarrassed, disrespected, and labeled as someone I’m not. I didn’t want to get banned. I didn’t expect to win big. I was just playing the game. Now that’s all taken away from me over false accusations and poor judgment by the staff.

Just so the casino is aware I was there the night before I got kicked out and lost $2,000. Not to mention, if I had stayed any longer the day I was banned, the house probably would’ve won all their money back you know, the money I supposedly “counted cards” to win. One of the staff members even claimed he “knew how to count cards,” which apparently qualified him to accuse me. I fully understand that a casino has the right to refuse service to anyone that’s in the policy. But these outrageous accusations, coming from so-called “professionals,” really make me wonder: how many actual card counters have walked through those doors and never been caught, simply because they were experienced enough to know what not to do? If you’re young, new, or just happen to get lucky beware. This casino doesn’t know the difference, and worse, they don’t seem to care. I’d give zero stars if I could.

It’s a great casino just don’t...

First time visit: 5/7 thru 5/9 2024. Update 5/14. Lowered to 4 stars Walker’s Bluff is refreshing change from the post-pandemic changes made by most hotel casinos. Most hotels took advantage of the pandemic to reduce services and refuse to go back to customer service. We have some disappointing experiences at Caesars properties in Kansas City, St. Louis and especially Tunica. At Walker’s every request was met with a smile and taken care of. We didn’t meet a single employee that wasn’t genuinely friendly. During our stay, the area had 2 waves of bad weather. We had to take shelter at 10:30pm. The staff was professional and courteous. I even got caught in the elevator. Very impressive based on some of the guests behavior.

The steakhouse is exceptional! 5 stars! Opens on Thursday Breakfast at Vine 22 also exceptional! 8 am open

Cons: The games are limited during the week. Would like to see a 3 card table. Friday thru Sunday are the best times if you want to take advantage of all that they have to offer. This is also the most expensive times to get a good room rate.

Overall the best casino experience this side of the Mississippi since before the pandemic

Update 5/14/2024 Today I noticed changes to my credit card. The day I checked out there was a credit for my room. The desk told us our room was comped. Today it disappeared. I called Walker’s Bluff and eventually was put on the phone with Wendy who identified herself as the hotel manager. Wendy informed me that the person that booked our room rate was new and gave us a rate reserved for company employees coming to help on a temporary basis. The real room rate was $170/night. Wendy proceeded to tell me that they “allowed” us the reduced rate. We are so fortunate. I no longer feel like a valued customer.

My wife and I really enjoyed our visit and were excited to go back. We have been planning a visit on her birthday in June and our anniversary in July. I have canceled reservations for our anniversary in July at the Gold Strike hoping to go to Walker’s Bluff. Now we don’t know. So many kind and customer service people we encountered. This has been a kick...