Fireside Kitchen
Restaurant @ Ameristar Casino Resort Spa Black Hawk
"Israel Mares"
We had a horrible experience. We had a room reserved for over a week and when we checked in we were told there wasn't a room available and or cleaned and that it would be a little bit of a wait. We waited over 2 hours and still no room available. We reserved a room because we wanted to utilize the hot tub so we asked for access to it just to be told it was under maintenance. We spoke with a Manager about the issue and we asked for a full refund and the manager made it right by giving me a discounted rate for a future reservation and apologized sincerely. It was definitely a frustrating experience for us but I know the circumstances leading to what happened and it was out of the control of the manager and employees at the front desk. I would hope that upper management sees this review and shapes up housekeeping. Apparently they are the ones who were unable to meet demands of the reservations that night and it's not fair to us patrons who travel and expect so much more from Ameristar. We had no expectation to sleep in our vehicle that night because Ameristar couldn't accommodate and other hotels were too booked, possibly because of Ameristar having to turn away 30+ patrons for their housekeeping discrepancy.