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Accessibility and guest services

The property aims to welcome guests with a range of needs, and the surest way to arrange support is to ask before you arrive. Accessible routes, seating and assistance are managed by the venue, and the details are best confirmed directly. This guide explains what to request and how to raise a question. Must be 21+.

Asking for assistance in advance

Contacting the property before your visit gives staff time to prepare the support you need. Explain the requirement clearly, whether it is a wheelchair route, a seating arrangement or help on arrival. The earlier you ask, the more options the team can offer.

Ask for a name and a point of contact so you know who is handling the request. If plans change, that contact makes it easier to update the arrangement. A confirmed note is more reliable than a memory of the call.

Accessible routes and entry

Accessible entrances and routes are set by the property, and the main entry may not be the most convenient one for every guest. Ask which entrance and path suit your needs, and how far it is from the drop-off point. The team can describe the route in advance.

Inside, lifts and wider pathways connect the main areas, and staff can point out the shortest accessible route. Confirm whether a particular area is reachable before you plan to spend time there. A short question prevents a long detour.

A short written description of the route, kept with your travel documents, can help if a different staff member meets you on the day. It turns a verbal arrangement into something you can hand over. If anything in the description has changed, the property can update it before you arrive.

Support on the casino floor

The casino floor can be busy, bright and loud, which some guests find difficult to navigate. Staff can help with seating, directions and general assistance when you need it. If a specific need arises at a table or a machine, ask a member of staff rather than managing alone.

Some guests benefit from a quieter time of day, when the floor is less crowded and easier to move through. Ask when the property tends to be calmest and plan around it. That kind of timing detail is best confirmed with the venue.

Guest services and the players desk

Guest services and the players desk handle a range of questions, from directions to program sign-up. They can also connect you with the right team for a specific request. Treat these counters as the first stop when you are unsure where to go.

If you need a service that involves another department, ask the desk to make the introduction. Staff can pass your request to the team that manages it. Following up with a name keeps the request on track.

Service animals and mobility aids

Guests who use a service animal or a mobility aid should confirm the property's current policy before travelling. The rules are set by the venue, and they may differ between the casino floor and the hotel. A call ahead avoids a problem at the door.

• Ask which entrances are step-free and how far they are from parking.
• Confirm the policy for service animals across the property.
• Ask whether mobility aids can be used on the casino floor.
• Request a quieter area or seating if the floor is hard to manage.

Written confirmation of any agreed arrangement is worth keeping, especially for a planned event or a group visit. Store it with your travel details so it is easy to find. If something changes, call the contact you were given.

Communicating your needs clearly

A clear, specific request is easier for staff to act on than a general one. Describe what you need and where, rather than leaving the team to guess. If a first answer does not solve the problem, ask to speak with someone who can.

It also helps to say what would make the visit work, not only what is difficult. Staff can often suggest an option you had not considered. An open conversation usually produces a better result than a complaint after the fact.

It is also worth confirming the arrangement again shortly before the visit, in case staff or services have changed. A quick call keeps the plan current. That final check is especially useful for a booking made weeks in advance.

Services and how to request them

The table below lists common guest needs and the usual way to arrange each one. Use it to prepare your questions before you call. The property manages the services, so confirm the current process directly.

Planning support with confidence

Access and support are far easier to arrange before the visit than during it. Call the property early, describe what you need, and ask for a contact who can own the request. Keep any written confirmation with your travel details, and remember that Must be 21+ applies to casino guests. Gambling problem? Call the National Problem Gambling Helpline 1-800-522-4700.

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