We stayed here back in March, enjoyed the hotel, spa, buffet, and Chophouse, and absolutely loved it. We came back recently for another spa day and dinner at the Chophouse, and unfortunately the experience was completely different. The massage itself was wonderful. However, after our 7:15 PM, 90-minute massage ended around 8:45, we went to the locker room to shower and get ready for dinner. We were there for less than an hour and had even asked a staff member beforehand how much time we had, and were told to “take your time and enjoy.” While we were still getting dressed, the spa manager came into the locker room and rudely informed us that we were preventing employees from going home. When I explained we’d been told to take our time, she responded, “Well, I thought everyone knew the spa closes at 9.” If guests are expected to leave immediately after late-night services, that should be communicated. Being treated like an inconvenience for showering and changing after a massage was disappointing and frankly unprofessional. Dinner wasn’t much better. Our waiter was unnecessarily rude and condescending throughout the meal. When my mom asked if they had Advil because she had a headache, he loudly announced that it was “against the law” for him to give guests drugs before quietly mentioning the gift shop sold it. Later, when she asked if they carried Absolut vodka, he snapped back, “I said absolutely, not Absolut.” The food was okay, but not nearly as good as we remembered. The mashed potatoes tasted suspiciously like instant potatoes, which was disappointing for a steakhouse of this caliber. The property is beautiful, the massage therapists were excellent, and we know this place can provide a great experience because we’ve had one before. Unfortunately, the rude spa manager and rude waiter completely overshadowed this visit.

The rooms are beautiful and clean and a decent value for your money. We did go on a Tuesday so it had better pricing. The casinos were clean and well cared for and we enjoyed our time there (did some slots and about broak even) We tried out the buffet and it was good. But the crab and lobster was a bit disappointing. Very watery and the clarified butterbetter did not taste good. As buffets go it was one of the better ones though. I would go back again.

Two weeks ago, I booked two massages at Monarch Spa to celebrate my mother-in-law being two years cancer free. Before booking, I called several times to confirm availability and finally got through to someone who told me there were openings at 2:45 and that I could finish the booking online. I completed the reservation online, entered my credit card information, and pressed complete, so I was surprised when I visited today to be told it appeared the booking had not gone through. When we arrived, the spa couldn’t find our reservation and explained they’d been having problems with their new booking system. A few staff members even mentioned that other guests had experienced similar issues. My mother-in-law was visiting from Pittsburgh PA, and we had driven over an hour for the appointment, so it was really disappointing. We also ended up having to choose different services than we originally wanted because our massage reservation could not be found. Thankfully, the staff was very kind and did their best. They were able to fit us in for manicure and pedicure instead but a different times. The spa itself was beautiful and relaxing, and we still ended up having a nice experience overall. Shelly, our manicurist, was fantastic. That said, I truly never complain, which is why this was especially disappointing. I really hope management gets the booking issues sorted out soon because it put a damper on what was supposed to be a really special day. I also feel like some kind of gesture or acknowledgment would have been appropriate for the mistake. Overall, the staff and service were great, and if we had received the experience we originally booked, it easily would have been a 5/5.

CUSTOMER SERVICE IS NON-EXISTENT. The reason for my one-star rating is because we stayed for our 8-year anniversary and my birthday. Initially, we loved the floor we were on, the ease of check-in, and the amenities within the hotel and the room. Although nothing special was done for our anniversary/my birthday, that wasn't too big of a deal. The issue arose when we had an issue with one of the shower jets not working. We noticed this on day 2 early in the AM. We mentioned it and they said they would have maintenance look at it. Instead, we found out later that day that maintenance closed out the ticket WITHOUT repairing the issue. We were never informed, I had to ask what the status was. Later that day, we brought to their attention that the jets in the soaking tub were not working. Instead of fixing the issue, they wanted to move us 7 floors DOWN (losing our view) instead of fixing the issues or providing other resolutions. No partial refund, no apology, no follow-up for 2 entire days... worst hotel experience for paying over $700 for a SPA SUITE and getting normal amenities.

I recently stayed at Monarch Casino for a surprise getaway weekend with my boyfriend for his birthday, and overall, the property itself is very nice. The rooms were great—clean, comfortable, and well-maintained—and the location is convenient, which made the trip easy and enjoyable. However, our experience at the pool really put a damper on things. We brought a small backpack cooler with us, not realizing outside food and drinks weren’t allowed. That part is understandable, and we had no issue complying with the rule. The problem was how the situation was handled. The employee we encountered insisted we take the entire bag back to our room, even though it contained all of our personal belongings—phones, keys, wallet, sunscreen, and extra clothing. When I explained that I wasn’t comfortable leaving our essentials unattended, he told us he would call security if we didn’t comply. He then offered to hold the bag behind the counter, but understandably, I wasn’t comfortable leaving all of our valuables with someone we don’t know. His response about cameras being everywhere didn’t really address that concern. After the interaction escalated, he eventually backtracked and said we could keep the bag as long as we didn’t open it—but by that point, the experience had already felt unnecessarily tense and uncomfortable. We were just trying to relax and enjoy a special weekend, and the way this was handled made it feel stressful instead. While the hotel itself is great, the customer service at the pool could definitely be improved, especially when it comes to handling situations with a bit more understanding and flexibility.

My wife and I liked this place and it was the 1st time we’ve stayed here. We checked in at our scheduled time of 4 pm and our room wasn’t ready until 5:30. If you’re going to charge me a $35 resort fee, my room better be ready on time. We were given the option to pay $50 and $25 more if we wanted an earlier check-in. Seems fishy I could pay and get it earlier but when I don’t, we had to wait?. Just extremely disappointed that we had to wait for our room for so long and change our reservations at the restaurant.

I really enjoyed my time here. It's an upscale hotel/ casino but not stuffy. Loved the views from our room and the ease of navigating the grounds. Games are great! There was a good range of limits and I had a couple good streaks going on the $25 limit baccarat and $15 limit blackjack. Everyone working was very, very nice. What impressed me the most was actually the buffet. It's certainly expensive at $54 a person but it was shockingly good. I ate a lot of New York strip steak... we will definitely be back

I recently visited Monarch and had mixed feelings about the experience. The place itself is nice, but it was way too packed to actually enjoy anything. It felt overcrowded almost everywhere we went, which made it hard to relax or unwind. The buffet especially wasn’t worth the money. There wasn’t anything particularly impressive about the selection, and unfortunately, I ended up feeling sick afterward, which really put a damper on the whole trip. If you’re looking for a calm, relaxing vacation, this probably isn’t the best choice. It felt more stressful than enjoyable. There are some good aspects, but overall, it just didn’t live up to expectations for the price.

My husband and I stayed here for 2 nights and it was wonderful! Our room was everything we wanted, plus our amenities were exactly what we wanted. I love that we had two showers plus a giant bath (sorry for any bath bomb remnants!) and the bed was pretty comfy. The customized welcome sign on the TVs was a nice touch! A few things I did notice: - our room fridge never went below 50 degrees so we ended up throwing away our food because I couldn’t trust it - being ID’d after coming off an escalator was annoying, especially because my husband wasn’t (the woman commented that only people who LOOK under 40 get ID’d, but there’s people with genetic stuff that gives them white hair young) - the lack of room service was a little disheartening truthfully, but understandable in a place this size. The spa was fabulous and everything I wanted. I did like that we got 4 hours of spa amenities in addition to our services. The provided water was tasty. The salt room with the light therapy had to be my favorite.

We have been loyal customers of Monarch, even before their renovations and it is really disappointing. I get that some days are very busy, especially holidays but at least be honest about the expected wait times for the buffet. Yes, you'll prioritize hotel and VIP guests but don't tell people it will be a two-hour wait, and then it turns the wait is more than double, almost triple the time...