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Our family has been coming to Blackhawk, Colorado, for many years.
We booked a reservation through HotWire.com for this hotel on the 16th of May.
We were flying in to Denver, from Cozumel, Mexico, and wanted to spend the night there and gamble before coming home to Steamboat Springs, Colorado and 31/2 mile drive.
Our reservation was for May 16th, 2018, and our reservation # was :147872759259, at Hotwire.com, itinerary # :5295722652, for Joshua M. Calhoon
Unfortunately, there was a huge Mon-son, on the Island of Cozumel, and the electrical systems were all effected for many days due to the violent storm.
We could not use our cell phones, nor clocks as electrical shortages caused huge problems, shorting out our chargers that were plugged in. Anyway we missed our flight, and had to try to find another flight out of Cozumel, but there were none on that day May 16th, after 1:30P.M.
We had to book a different airline, take a ferry, and taxi's just to get out of Cancun the next day, as there were also no flights left for Denver on 16th, and a few on May 17th, which we finally got!
Regardless, we called immediately on the 16th to let Ameristar Casino in Blackhawk know what was going on. They told us to call Hotwire, and they could
arrange this for us, so we did.
Hotwire said" Guess what, you are in luck as Jackie (Head Manger of Front Desk, said " Don't Worry, we won't charge you in this situation to change your reservation to May 17th", and she gave Hotwire the confirmation number of : 62HDJ, for this NEW RESERVATION, and said, " Be sure to have Joshua talk to Jackie".
After having to pay over almost $2, 000 more for another night for Cancun, airplane tickets, 3 taxis, more food, and ferry tickets, we did feel relieved that we had the reservation for when we landed late in Denver on the 17th, of May at 9:00 P.M.
Wrong! On our way from airport we called to let Ameristar Casino, in BlackHawk, Colorado know we had just arrived, and when we would be there. Then the shock! They said" We have no reservation under that name for the 17th, of May !" We explained the whole thing to the Front Desk Associate, and she said" You canceled your reservation with that #, and there was NO OTHER RESERVATION MADE". We told her to contact, Jackie, as instructed, she said" She is gone now", we said, "Please get hold of her, as she was to make this reservation for Hotwire, and it is late, and we have been flying for about 9 hrs, including layover in Dallas". She finally got back to us, as we held on the phone, and said, " Jackie made no reservation for Joshua Calhoon". We disagreed, as we had the number we gave her as the reservation #, and THE NAME OF : " JACKIE", we even said" How would we know the Manager of Front Desk's Name?! She then said very, very, rudely " WE ARE SOLD OUT", and hung up !
We now had to drive 3 1/2 hours to get home, after traveling all day!
We have been coming to BlackHawk, to gamble at Ameristar for many, many years, and we felt very badly treated!
We had spent many nights at this hotel in the past, as a getaway from Steamboat Springs, but we do not know if we will return anymore due to this type of Customer Service! Both myself, Joshua M. Calhoon, and my sister Adrianna Calhoon, work in the Hotel Business, in Steamboat for over 15 years, and we would never, ever treat guests like this!
Z Casino, formerly the Reserve, the Isle of Capri, Lucky Lady, and Century Casinos, have all tried to get us to come there, but we picked yours in BlackHawk, as the best, but now... we might change our minds!
I believe they owe me, Joshua Calhoon, Runa Thordarson(mom who travels with me, and Adrianna Calhoon a HUGE APOLOGY, and a free stay on BlackHawk Ameristar Casino! Maybe dinner too! As this was terrible having to drive so far back home at that late hour, and dangerous over the pass at Rabbit Ears .
We got home at 3 A.M.! Yes we have Players cards too !
My brother in law and I tried to get rooms on the same floor at ameristar Blackhawk on 4/17/2021. Said they didn't have any rooms on the same floor because they were booked. We both reserved the same deluxe kind sized room. He was in room 1615 and we were in 2205 identical rooms but when I booked mine they said it would be $10.00 more for the view. No problem until a few days later for the $50.00 damage deposit. My brother in law got his deposit back but I didn't. Called front desk they referred me to the woman manager named Haley. Very rude person, told me the room was $50.00 more and when I reserved the room they gave me the wrong information. I don't think that should be my fault. We go to Blackhawk quite often and gamble and like Ameristar a lot but I don't think we'll be going there and we do have a lot of gambling friends. Even if you don't refund my $40.00 you diffently need to get Haley some classes on human behavior.