Ameristar Black Hawk

Reviews

• NB

  Nichole Bender

  6 days ago
  1.0
  My husband and I booked a 2-night stay here to celebrate our 5th anniversary. We have been through a lot of hardships over the last few years, so this was a huge milestone for us. Unfortunately, this hotel turned our celebration into an incredibly stressful ordeal. ​The Good: The young man at check-in was fantastic. AJ from the casino was incredibly perceptive, saw how upset I was later in the day, and comped us a $60 food credit. Brian, the Casino Manager, was also very helpful. They were the only bright spots, and the only ones to wish us a Happy Anniversary. ​The Bad: ​Booking issues: The online booking was broken, so I had to call and wait on hold for 1.5 hours, only to be charged a $10 "phone booking fee" because the website wouldn't work. ​The Incident: On our first morning between 6 and 8 AM, the woman in the connecting room next to us was screaming, cussing, and throwing things. We then had the fire department pounding on our door because she had apparently stabbed herself. ​Terrible Management: I have Autism, ADHD, and social anxiety, so I was a nervous wreck. I went to the front desk and asked to be moved to a room that was not connected to another room. The manager was incredibly condescending, making me feel like because I was on a "comped" casino room, I had no right to complain or ask for an upgrade for our anniversary. ​Ignored Requests: After dealing with that trauma, they moved us to a different floor, but put us in the exact same room type—still connected. I was in tears. We had to go down again later that night and spend another 20 minutes getting the front desk to finally give us a non-connecting room. ​If you are staying here on a comped room, expect to be treated like you don't matter to them. We are crushed that our anniversary was ruined by how management handled this
• LS

  Lynnett S

  Jul 2, 2026
  1.0
  Rooms are quite clean, but the beds are ridiculously high. I'm 5'3" and had the worst time getting into my bed. We called down to the front desk and they did give us a step ladder, but I had no idea how to use this thing or how to jump into bed. The beds are also memory from so when I finally got help into the bed, it created a dip where my core was. When I had to get out of the bed to use the restroom (in the middle of the night) I was able to get back into the bed because of the dip, but then I was stuck in that same position for the rest of the night. The private toilet is a nice thing but, in order to close the door you have to squeeze over the toilet. With all the floor room in the restroom, they could give some of it to the private toilet or even the shower, which was kind of small as well. Later that night we decided to take in the buffet. They were having crab legs and prime rib - this was exciting, especially for $53. Now I don't eat crab legs but, my son does. We were never offered a ticket to get the crab legs, so we had to ask our server how we go about getting crab legs of which the server said you have to get a ticket up at the front. She was at least kind enough to go get the ticket for us. I decided I would go ahead and try the prime rib. The man that served the prime rib gave it to us in shavings. Who eats prime rib this way!? I thought this was the most ridiculous way to save money even though we had just paid $53 for this crazy buffet. For that kind of money we should be thoroughly enjoying our food and I was not. Nothing else offered that night lived up to the $53 price tag of which I can't eat much of anyway. Thank God for the fireside kitchen which was a lot less expensive. Their food is not five-star by far, but at least they don't try to charge you for it. Later that night probably around 10:00, I attempted to call down to the front desk. I'm guessing they have a cutoff time of phone calls or just let everybody go at a certain time because there was nobody there to answer the phone at all. I will not stay at this place again until they do some major changes, which is sad because I really like Ameristar or used to. And from now on I will definitely ask how high their beds are.
• QL

  Qihua Luo

  Jun 24, 2026
  1.0
  I am extremely disappointed with my experience at this hotel, particularly with the service provided by a front desk employee named Jessey. On my first visit, Jessey informed me that I only needed to pay a reservation/restoration fee to check in. Because I was also discussing an issue regarding my casino card status at the time, I chose not to complete the payment immediately and left. When I returned the next day, fully prepared to pay the fee that had been explained to me, Jessey suddenly told me that I would also be required to pay an additional booking fee. This fee was never mentioned during our conversation the previous day. What made the situation even more concerning was that Jessey specifically asked whether I was “ready to pay today,” which made me feel uncomfortable and singled out. Given that the fees I was told about changed from one day to the next, I cannot help but question whether I was being treated differently because I did not complete the payment on my first visit. If these charges are legitimate hotel policies, they should be communicated clearly and consistently from the beginning. Guests should not receive different information from the same employee on consecutive days. I am not accusing anyone of misconduct, but the inconsistent explanations and the manner in which I was treated created the impression of possible retaliatory or targeted treatment. At a minimum, it reflects a lack of professionalism and transparency. I hope hotel management reviews this situation, clarifies the fee policies involved, and ensures that future guests receive accurate and consistent information.
• WL

  Weihao Lin

  Jun 23, 2026
  1.0
  My experience with the front desk was extremely disappointing. On my first visit, I was clearly told that the only additional payment required before check-in was a reservation fee. Because I was also discussing issues related to my casino card downgrade and other charges at the time, I decided not to check in that day and left the property. When I returned the next day, fully prepared to pay the reservation fee that had been explained to me, the same front desk employee suddenly informed me that I would also have to pay an additional booking fee, which had never been mentioned during my previous visit. My concern is not necessarily the amount of the fee, but the inconsistency and lack of transparency. If a booking fee was required, it should have been disclosed during the first interaction. Instead, I was given different information by the same employee on consecutive days. What made the situation even more uncomfortable was that during check-in, the employee specifically asked whether I was prepared to pay today. Given the events of the previous day, this felt unnecessary and came across as unprofessional. I understand that hotels may have fees and policies, and I have no issue paying legitimate charges when they are clearly explained. However, guests should receive consistent information and professional treatment regardless of whether they choose to complete a transaction immediately. I hope management reviews this situation, clarifies the property’s fee policies, and ensures that all guests are treated fairly and consistently. Unfortunately, this experience left me feeling that declining to pay immediately on the first day may have affected how I was treated when I returned. Whether intentional or not, that is not the level of professionalism I expect from a hospitality business.
• MD

  M Diaz

  Jun 20, 2026
  1.0
  RUDE MELODY (wears RED SHIRT UNIFORM on 20th June 2026) My cousin has special needs, and we stayed overnight at the casino hotel. When we checked in, our IDs were verified and our hands were stamped, which is the normal procedure. After we put our belongings in the room, my cousin left her ID there because she believed the stamp showed that her identification had already been checked. When we entered the casino area, we showed our stamps and were allowed in without any issues. A few hours later, an employee named Melody, who was wearing a red shirt, began checking IDs again. She asked my brother for his ID and then asked my cousin. My cousin explained that she had left her ID in the hotel room and showed her stamp as proof that she had already been verified. Melody refused to accept this and spoke to us in a way that felt unnecessarily aggressive. We completely understand that she was doing her job and that ID verification is important. However, there is a respectful and professional way to handle situations like this, especially when dealing with someone who has special needs. We were escorted back to the hotel room so my cousin could retrieve her ID. After we returned and showed it, Melody allowed us back into the casino. We explained that her approach could have been handled differently and asked about the purpose of the stamp if it was not going to be accepted. Her response was simply, “I know.” Our issue is not with the policy itself. We understand the need to verify identification. Our concern is with the way the situation was handled. We were not trying to be difficult; we were simply trying to explain the circumstances and understand why we had been allowed into the casino in the first place. Unfortunately, Melody seemed upset from the beginning and was unwilling to have a respectful conversation. I hope management reviews this situation and provides additional training on customer service and interacting with guests who have special needs.

Frequently Asked Questions About Ameristar Black Hawk