GUEST SERVICES

Delivering Exceptional Experiences

“The GILA Way” is actually an acronym for the service standard here at Gila River Casinos. Our friendly team members are expected to G=Greet, I=Interact, L=Listen and A=Appreciate every guest, every day. So in short, we’re really in the guest service business (that just happens to have exciting gaming, delicious dining options and a comfy hotel at Wild Horse Pass, and Vee Quiva too).

 

 

Answers To Common Questions:

Hey! Where's the buffet?

Why did they take out my slot machine?

Can you offer more $5 blackjack?

I never get coupons or comps... how does it work?

Are the free, self-service drinks coming back?

If it's too smoky or too cold, what can I do?

What's up with the line at Players Club?

Why is the music too loud, too soft, too funky or not funky enough?

Why don't you match offers from competitors?

How do I say thanks for incredible service?

How can I receive my win/loss statement?

We want to hear from you!

Hey! Where's the buffet?

A "Vegas-style" buffet would require a large amount of physical space and would also limit our dining options. So, we opted to provide several individual choices and let you decide what tempts your taste buds instead. And as you progress up the four tiers of Players Club, the size of our food offers increase in value, too. Treating yourself, friends or family where you want to go just makes sense. Return to top.

 

Why did they take out my slot machine?

Like any other business, we need to stay at the top of our game to stay in business. So, for every person that wishes we left their favorite machine alone, there are two more people asking why we don't have "the such and such that has the thing-a-ma-jig." Long story short, we do our best to keep the popular ones around but it's difficult to stay current and have everyone be thrilled with the outcome every time. Return to top.

 

Can you offer more $5 blackjack?

The number of $5 blackjack tables change depending on the day of the week and the time of day. So, when we're slower and demand is low, the number of available seats and/or tables increases. When it's the weekend and demand is higher for blackjack, there are many more guests willing to pay a premium for the finite number of dealers available on a particular shift. Return to top.

 

I never get coupons or comps ... how does it work?

Players Club (and our tier structure) was created to reward play based on a simple, fair formula: $10 coin-in equals 1 point. Now, does that mean guests have to lose $10 for a point? No. For example, a guest puts $5 in a slot machine, plays it all in one spin, wins $10 and plays $5 again. Win or lose, that's $10 coin-in and one point was earned if they had their Players Club card inserted. The more points a guest earns, the bigger the offers become. Return to top.


Are the free, self-service drinks coming back?

Unfortunately, this is an instance where a few people influenced the program for everyone. But remember that there are always free soft drinks at all three Gila River locations through waitresses dedicated to serve you. And if you get thirsty before they appear, feel free to grab ANY team member and they'll gladly locate a beverage server on your behalf. Return to top.

 

If it's too smoky or too cold, what can I do?

We have the honor of being a popular place to play on weekends which means our state-of-the-art filtration systems (at LB and WHP) work overtime to remove cigarette smoke. If it's a concern, please consider visiting us during the week when there's less to process. Too cold? Location in the casino, age, weight and the climate you're accustomed to all play a factor. But please feel free to have any team member locate the MOD (Manager On Duty) for any smoke or temperature concern. Return to top.

 

What's up with the line at Players Club?

Players Club is the central hub for activity at our casinos where guests can redeem coupons and collect rewards. Also, some offers require a visit to Players Club to get the ball rolling. However, we've taken steps to help reduce the wait time. For example, we've converting most offers so they can be redeemed at dedicated kiosks and promotions to "virtual" draws (so waiting for earned entries are a thing of the past). Changes like these, along with being able to swipe a driver's license to auto-fill new member applications, have changed the experience dramatically. Return to top.

 

Why is the music too loud, too soft, too funky or not funky enough?

It's tough pleasing everyone because tastes and expectations vary so greatly from guest-to-guest. If you're 80 years old and like Frank Sinatra played soft - or, 30 years old and like the Black Eyed Peas played loud - there is no easy solution. So, each site has opted for a "happy medium" that is acceptable to most guests. But if the music really is way too loud, please ask a team member to have the MOD (Manager On-Duty) turn it down. Return to top.

 

Why don't you match offers from competitors?

Casinos, like any other business, try to "buy" guests in an effort to steal them away from competition. And as you know, the offer must be very appealing to cause someone to change loyalties. In the long run, both businesses end up losing the superior "one-ups-manship" battle because it costs too much. The obvious answer is to simply not participate and focus on providing exceptional service in a unique, entertaining environment instead. Return to top.

 

How can I say thanks for incredible service?

Want to recognize one of our staff members for exceptional service? We'd love to hear about our ServiceStars! Return to top.

 

How can I receive my win/loss statement? 

To request a win/loss statement, please send an email to tax.request@wingilariver.com. Please include your name, players club # and the year for which you would like the statement and our staff will return your requested form as soon as possible. You may also request a copy of your win/loss statement at any Players Club location.  Return to top.


We Want To Hear From You!

If your question or concern wasn’t addressed above, please take a moment to call or write when time permits. Your experience at Gila River Casinos is very important to us...Return to top.


Contact Guest Services:

Justin Sullivan, Manager
justin.sullivan@wingilariver.com

(520)796-7134 or toll-free at (800)WIN-GILA x7134

Prefer Sending A Letter Via USPS? Drop us a line here:

Gila River Casinos
5040 Wild Horse Pass Blvd.
Chandler, AZ 85226
Attn: Guest Services