I write this review as both a customer and an employee. I currently service the video gaming machines on the casino floor. Even though we struggle with daily oppression, for the most part, we tend to take a bit of pride in our jobs. A lot of us really do have the customers' best interests at heart. However, from being "the little guy" and being a minority (for a tribal owned and operated casino), our efforts are rarely noticed. If I can get customers to continue playing games and spending their hard earned money, I get a "good job". A while back, we had consistency awards for outstanding customer service, quality work, and satisfied gamers. Today, if people aren't dumping their entire bankroll into the machines, then we are to blame. We rarely get opportunities to socialize and become familiar with our oh-so-essential customers because we are either shorthanded, or expected to accomplish more than possible. We are to leave a customer within about 30 seconds after helping them. We are to announce any progressive wins, even those around $800. Today, these are good wins. Yet only a year ago, we used to announce jackpots anywhere between $2,000 and $10,000 (or more on occasion.) When we payout jackpots, we (the Floor Attendants) used to receive anywhere from $20 to $500 as a tip. Now, we are forced, by policy, managers, and security, to pool our tips we make with all shifts. This is not a problem, as it generally evens out. But suppose I made $100 while going out of my way to satisfy a customer. I then have to share that with other people that did nothing extraordinary. Working complaints aside, we have great customer service, who, for the most part, just want to be happy and earn their paychecks. They like to talk and assist customers when needed. Food and beverage at the casino, is another matter. The food does come from boxes. The soups come in large bags of powder. Most of the food served in the buffet is only steamed to prepare it. The cooks have too much to do to ensure quality taste. From first hand experience, they only care about getting the food to temp. Our Sweetgrass Cafe used to serve excellent dishes. From Kobe steak to our somewhat famous prime rib dip. Our Country fried steaks were top notch, and much better than the breaded rocks served in the buffet. Since we expanded our cafe (just after our Pizzaria phase), our quality has gone down. We have a highly praised chef as our Executive chef, but knowing how to cook and knowing how to run a business are two different things. Just having one chef who can cook does not make a real difference to the customers, especially when he has to be bogged down with paperwork instead of prep work. While we try our best to please our customers, we have three things that hinder our goals. 1) a semi-oppressive work environment 2) we are a casino, and casinos are not built on winners and 3) (most importantly) complete hypocrisy of the original mission statement and guiding principles. They may as well take our plaque off the wall and burn it. It should be replaced with "make money anyway possible. no matter what. Then give us your money because we earn. we're native." (I don't mean any disrespect for hard-working, friendly native americans. I only want, and need to say, there are a few bad apples, and this place, well as we say over the PA system all the time: We got it all!)
Some of you folks with the 5 star ratings can't be serious! I go there about 3 times a week. I wouldn't go at all if there were any other places close by. The gaming does not payout very well at all. Few people win much of anything. They are reduced to announcing $1000.00 winners once in a while, but you rarely hear ANY announcements these days.
People are always grumbling that they can't win anything there anymore. They are doing a lot of building so I guess that accounts for the tight slots. The players club card is pretty much a joke. You can get $5 extra play cash if you're lucky but you won't win a nickel from it.
The buffet prices are much higher now and the food quality is much lower. The hotel rooms are very nice, though. Most of the drink servers and a few of the cashiers are really friendly and security is competent. I'm not really impressed with any of the rest of them. though. I don't really care about employees attitudes, I just wish the slots were a little better. I hate losing $50 in half an hour playing minimum bet. I'd feel better about it if I could just get a little more entertainment for my money.
We live in Washington and visited this site when planning our vacation. I could not believe that this casino received such a high rating. We have been club card members for 7+ years and the slot payouts over the past 6 months have been a joke. We decided to give it another try and stayed in the hotel this weekend. Rooms are showing age but still clean and a good value. Customer service was good in the hotel.
The casino was another story. EVERYONE was complaining about the payouts. In our 12 hours of play, if you were lucky enough to get a bonus it usually paid $5 or less on an 80 cent bet. We heard 3 jackpot announcements and all were under $1600. The table games are video and rarely had anyone playing them. For a rainy Sunday afternoon, attendance was poor. I think they have lost a lot of their following because the machines are so tight. If you needed help at a machine, you have to go find someone because they certainly aren't coming to you!
I wish they would bring back the "old" casino of 7 years ago. They are expanding again and the customers are paying for it. Pass this one by and go on to the Clearwater Casino in Lewiston!
I miss the old casino too! I went there two weeks ago to see how things are going and I can say it went way-y-y downhill. Why are they making a big huge spa? They can't even get enough customers to go to the one they have now.
Their gift shop isn't really a gift shop, they don't have many native american stuff like they used to. The expansion they are doing is dumb, a sports pub is the stupidest thing to have built. They didn't even get very many people during superbowl in the original bar. I heard they have way too much pricey alcohol to where the locals mainly stay to the local bars because it's cheaper.
But the main thing that pisses me off is it's tribal owned and there isn't anything tribal about it. It used to be named the coeur d'alene TRIBAL bingo casino more and more the white man is taking over. What, did the CEO forget part of their heritage? The service there went downhill with the casino. I asked one of the employees out there why she hardly smiles and she says to me "its because i am here." When I was there 5 years ago i used to see that same girl smile and laugh along with her co-workers and customers. If the employees ain't happy then you know you ain't going to be happy there.
Their managers even jump on their case if they're standing there talking with us customers any more. I would like to know whats up with that? How are we to feel welcomed and feel like family if we can't get familiar with our server. I am pretty sure "the regulars" as the employees call us, miss that.
The food out there is nasty and I hate their food and how everything tastes like it came from a box.
I even hear that the tips are getting hard for theu employees. But that is because the machines are so tight that us gamblers have a tough time to tip you. SOOOO to anyone planning on going to the casino still after the bad reviews try not to give your server a hard time it isn't their fault, they too suffer with us. Many of them have no choice but to work there due to this painful economy. So I applaud you all for the strength to show up. PLEASE BRING THE OLD CASINO BACK!!!!!!