Morongo Casino Resort & Spa
reviews and complaints

The only lasting impression I had, was one of rude employees, it seemed like I was in the way. The hotels customer service was non existent. I felt like they just want my money and the sooner I can leave the better. I did not feel welcome at all. I visited the Market Place, its an overpriced mediocre restaurant, we made a reservation just to stand in line for 30 mins. Then the staff could not switch the credit card for the reservation so the birthday girl had to leave it on her card (bs). When I visited the Good Times Cafe I had a similar charge happen. They would not take my wife's credit card because they need her to be present with her ID, Its my wife's card, Last name is the same, she's up in the room relaxing while I went to get breakfast. Why is everything so hard to do in your hotel and casino? I played a slot that I am familiar with, Top Dollar, I put about $300 in and not one Top Dollar came up, this is very unusual almost like its fixed. The staff that came through vacuuming wanted my mom to move her walker so they could vacuum, cant you just skip that 2x2 ft section for now? My car sat in the valet with no one told us it was ready, we loaded our luggage and then we had to wait for them to bring us my key. The room we had was noisy due to elevators going up and down all night and noisy neighbors that had a dog and kids. My overall experience with Morongo had to be the worst hotel and casino experience of my 52 years. The manager for the room was able to comp the resort fee, but that not why I'm writing this. I guess I'm writing this for my own satisfaction. I am never going back to Morongo. So having said that, I don't really care about passing the info on so you can make the experience better. In my opinion this Hotel and casino is a lost cause and has no intention to give you a "Good Times". Your new slogan should be "Morongo where only [censored]s-Go". Fool me once Morongo and you never have to worry about me coming back.

Sincerely Brad R. Holston

My husband frequents your casino and gambles. He took me, his wife, yesterday Oct. 24 at 6:10pm. He had a coupon for a gift of a popcorn maker. They were not available so they gave him an umbrella. We went to eat at the marketplace and it was closed. We then walked over to the oyster bar and were told it was a 2 1/2 hr wait! The casino was very sparse! It made no sense as there literally was no one waiting and there were plenty of empty seats. Everyone had a I don't care attitude. We were really turned off and I told my husband don't go back. There are plenty of other casinos around. You have lost us a casino goers! My husband is Steven Fox card number 3022238. We suggest some new management!

Rhonda fox

My name is Stephaine Foster and I am writing concerning my stay at The Morango Casino and Spa from July 9-11. I requested a suite and received one, however, it was near the elevator. I called to complain about the room the first night, but no response. Each night of my stay I heard a continuous noise from the elevator's up and down resolutions. I called the front desk again and no action was made. Each time I called back, I received no answer from the front desk. As a result, I had to go, all the way down to the front desk, which still didn't resolve my issues. So on the last day, I decided to call to speak to a manager on duty concerning my stay. I spoke to Ms. M. Enriquez. She was terribly rude. She spoke to me as if I did something wrong. No empathy towards my concerns, and spoke to me like I was the problem. I never in my many years of travels and staying in a suites that I ever received such an unconcern, unapologetic, and unprofessional person as a manager in my life. I never really write or complain about much of anything before, but I had to take the time to discuss this. Ms Enriquez made me feel after the phone call today, not mad, but hurt. I never thought in a million years, after visiting someones establishment, paying over $1000.00 in stay and calling back to their customer service to voice some concerns about my stay, I would leave the conversation in awe! Then when questioning Ms. Enriquez on her tone with me, which was quite surprising, she replied back to, "Well, you are yelling at her." Really?!? I recorded the conversation so anyone of interest could hear the tone in this managements voice and clearly hear that I was not yelling at her. And to get this clear, she is a manager?!? This doesn't stop here, I would be writing various people concerning this, in any event this issue is not addressed properly through his channel of communication. Because I would hate for this to happened to another customer in my similar situation, in the future.

Thank you for this platform to voice my concerns to you,

Ms. Stephaine Foster

How much do Morongo tribe members make a month?

The exact sum is kept secret, but Robert Martin, the tribal chairman, allows that it is roughly $15,000 to $20,000 per person, per month. Not surprisingly, some people have rediscovered their Morongo roots and moved back to the reservation ! While they’re under paid and under staffed casino employees deal with angry visitors ! I passed in my membership card tonight ! I live 30 minutes away have visited many times over the years ! I am just happy knowing I will not be contributing to they’re salaries any longer ! If your not a high roller don’t expect a good time at this casino !

A floor Manager by the name of Dominic threatened to have a paying guest removed from the casino stating she had been overpaid by the dealer at the roulette table. The guest had already left before she was contacted to by the floor manager to return to the table and give the money back. Guest had believed she was fairly and did return the money. She did not like being threatened, intimidated and made to feel like she was the one who was in the wrong. Dominic made her feel like a thief. I told him I was going to report him to the tribe. He said, he didn’t care and that the tribe would do nothing. His exact words. “ I don’t give a [censored] if you report me to the tribe. They won’t do anything. I understand some unforeseen situations may occur, when guest play games. At the end of the day your guest come here for fun and play the games you have. The interaction that had taken place should have been handled differently. Paying guests should not be cursed at by staff or told “we handle it and move on”. I have always had a pleasant experience with your casino. It ruined the morale of my guest that I invited for my Birthday. I could have gone anywhere but chose to go to the Morongo. My guest was unhappy therefore made me unhappy. It appears staff believe they can insult your guests without being reprimanded by the tribe. I do not like my guest being disrespected in this way. I ask the tribe to look into this matter.

We took a trip to morongo casino March 12 I was walking to my room I slipped and fell on wet floor
A lady working around market place helped me sit paramedics came security came took our info officer Diaz has the reports
Went to Dr yesterday took x-rays I'm hurting all over
Officer Diaz game me a phone number to file a claim called 3 times no answer pls let me know where to send drs report

On Saturday August 27, 2022 I came to Morongo with my family. I had realized I had forgotten my ID so I brought a picture and my birth certificate not knowing what would be expected. I tried to order a drink, and they couldn’t take it. So I moved on. It was my fault I forgot my ID. My grandmother went up and tried to order me a drink without my acknowledgment. I am 29 years old and she is very old fashioned. They said no to her and she came and told me. I told her it was ok and that they can’t serve me without an ID. (Even though they served my 23 year old brother without asking for his ID.). We were at a slot machine and I was watching my mom and two security officers came up to me saying the bartenders told me I had gone up there multiple times trying to get drinks and people to buy me drinks which was not true at all. The one security officer took a picture of my mothers ID without her consent which we asked them to delete. My mother had nothing to do with it. I am 29 years old, married, have a career and a family. After they questioned me, which they questioned me to the point of crying of feeling very uncomfortable, they took my name as well which I asked why. They said “for their records”. This whole experience was traumatizing, embarrassing and unnecessary. I understand the bartenders asking for ID but I didn’t go up multiple times like they stated, and I am a banker and deal with millions of dollars everyday and understand dealing with ID’s. We come to Morongo multiple times a year but after this horrible experience, I question the way the casino and resort are run. I feel singled out, targeted, and embarrassed by this establishment.

The bar that I was treated like this by was in the center (not the round bar) and the bartenders were a man and woman. An older man in his 50’s with a go te and a Hispanic woman with long hair, younger. Around 3pm. I really hope you don’t treat all your patrons like this. Once again, I understand asking for an ID and that is why I didn’t ask after ONCE. I have been in the working industry since I was 15, and we were always told to treat the customer first, and right. But how I was treated was wrong, and distasteful. Like I said, I deal with customers and ID’s and cash every single day and I would never do what Morongo did to me today.

I hope that one day I will be back, but after today, I am hurt and so embarrassed especially since my brother who is 6 years younger than me wasn’t ID’ed but I was. Singled out, and accused of something that didn’t happen. And then grilled with questions from “security”. I have also sent an email.

Thank you,

Alex Montgomery Hall

[protected]

08/04/2022 @ approximately 151pm I booked a reservation utilizing my 2 comp rooms alloted per week. I specifcally asked to use 2 for that particular week, and was assured that would be done and in addition to that reassurance I specifically asked if my incedentals would be ran concurrent with one another rather then consecutive. Again I was told I would have one fee on one card. Upon check in @aprix 7pmish on 8/14/2022 the gentleman who I believed to be a supervisor of some sort assured me my incidentals would "roll over" his exact words. 8/15/2022 @ approx 8amish Now Im being told I have to pay seperate incidentals, and that I would have to use a whole seperate bank card , I asked Lorenzo the gentleman at the front desk if I could speak to somone with higher authority possibly his supervisor,he proceeded to tell me he was at supervisory level and the highest in at the time. After asking hum several times he said he would transfer me to the managements message system, where at approx 817 am I left a pretty lengthy message, only to find out that was my rooms personal message system because I noticed my light was blinking and I did what i was prompted only to listen to my own message.

My husband and I have been members of your casino for many years. Recently, since covid, we have been reduced in benefits .
The rewards have been reduced to less than acceptable. We used to receive great gifts and weekly benefits. Now the gifts are cheap and the weekly benefits have been reduced to an unacceptable level.
Since we spend at least 1, 000.00 a month at your casino, we will not longer be visiting .Card 743593 and card #743619.

As long as Ross (who is the chief of public safety) keeps running the show he will treat people like criminals and because of him he's the cause of firing people, costing a lot of overtime towards the casino. I'm surprised that the tribal members have not fired him. Moises Martinez is also a horrible person. He stabs his employees in the back to rank up and he's a kiss [censored] to the chief. What ever he wants the chief will grant his wishes. They are hiring and the starting pay is great. But the chief of public safety is a major toxic in that department. Especially Moises Martinez.

Destaney is the rudest front desk employee I have ever had to deal with at morongos hotel. She is snobby and has no concern for satisfying the customers she is paid to serve!

A hotel employee gave access to a person that was in my room the night before. I told him to leave n after I left he gained access without being on my registration or showing any i'd. I had other another guest with me that was missing stuff I am now responsible for! This was on 12/15/20 n i've made complaints in person n over the phone with a josie and sonia but have not received a call back about this and that's all I was told. I have no proof of the amount of money that was taken, although it was not all taken. I know for a fact I had at least $1100 and only had $700 in the safe that was closed but not locked.

This was my second stay with in 3 weeks first stay 650 Second stay 450 I'm 59 years old and to check in my room that they said was clean had Urine all over the toilet seat and pubic hairs I wasn't there 5 mins called front desk they sent a maid up that just wipe around the toilet I asked and showed her the Irvine and hair she finally cleaned it I ask her this hotel is clean and safe she advised me
To take photos and videos which I did when I checked out for this incident they gave me 50 resort fee credit and laughed I felt this was a slap in the face me being a loyal guest and called back today and nothing was resolved and I was so in disbelief me being 59 and don't know what kind of urine that was and it could of been worse and they felt 50 dollars was okay this is horrible and I belong to a senior travel group and I post reviews and don't thinking they would do right by me I usually booked my rooms with Hugo the reservation manager but they wouldn't let me speak to him that day

As I attended your Casino Morongo on Monday, Veteran's Day, November 11, 2019 most of the morning and afternoon while playing my favorite game I was rudely interrupted 3 times with a sudden "communications error #5" all of which was just as I hit the "dragon bonus" round.
Although I was not out any of my winnings prior or during it was in fact annoying to say the very least. As everyone was very polite and helpful and apologetic I was highly disappointed when I asked after the 3rd time of this disruption if I may be compensated a single meal for just myself I was chucked at like I was crazy for asking. Personally i felt extremely offended as I have been a loyal customer to your company for years and years. What's a single free meal for my troubles at such a successful business to just say "absolutely, it is the least we could do for you as we appreciate you and your business with us and again we apologize"?
It would have been what I had done in that professional position as I have worked in customer service for many years and know the key to keeping your customers is to keep them happy and appreciated.
Thank you for your time, Renée - [protected]@gmail.com

There is an African American cocktail waitress with an attitude problem.
I simply went up to her and asked for bottle of water, did say thank you but she obviously didnt hear. She snatches the bottle water from my hand and says "you need to say thank you".
First off, not my problem your ignorant waitress has a hearing problem.
Second, you guys are a casino that falls under hospitality management industry; don't try to be a preschool teacher trying to teach people to have manners. Just do your job and serve drinks. Do NOT ever snatch anything from a customer's hands. Know your place please.

I went to Morongo for my 19th birthday, I booked a room online. Once I got there to check in I was told under the policy they were not able to process it. I was told I would recieve a full reinburtsmt. I checked my bank statements they took out the $107 they said I wouldn't be charged. So I was charged for a room I didn't even receive?!?! This is ridiculous . I am upset I've been trying to contact anyone to help me but instead I'm put on hold for over 20 minutes.

I had a jackpot and nobody came to help me for 30 minutes. And I asked cocktail girl what happen for this delay.
Finally floor worker and manager came to pay me floor worker, about late 50, about to pay me and I said I won't come this ridiculous [censored]do any more.
Superset, manave is late 20, said I don't want to come Morongo either, oly reason coming here is I am working here.
He laugh at me and I was upset and use F word. And the lady suddenly told me I can other pat me aND left. She called security. And kicked me out with warning. Noone said I am sorry . They should apologize me first and I was not that angry.
The lady working in high limit slot and young supervise were very rude and the old lady called security . She never say I am sorry and even young supervise was laugh at me without apolize.
They humilated me and called security .
The security guy yelled and gave me a waring
No apolize and not say I am sorry is still going on at morongo.
This is real said story.
They allow over 18. They ruined and ringing america. They take money from young kids MOney. It will give big disaster

I Wil submit petition to all over the place for closing this casIno.
It happened 6:30am today.