Frequently Asked Questions

FAQ

If your question or concern wasn’t addressed below, please take a moment to call or write when time permits. Your experience at Santa Ana Star Casino Hotel is very important to us!

Who has access to come to the casino?
Casino guests must be 21 years of age or older, have valid identification, any state drivers license ID, passport or tribal ID. Minors are permitted in select areas of the property, but must be accompanied by their parent or guardian at all times.

Have points of entry and occupancy be limited?
Secured entry points are on east side at hotel entrance and two on the west side of property. If entrances are restricted, proper signage will be posted.

What amenities are open?
Some products and services are limited. Table games, sportsbook, hotel, the pool, the fitness center, our gift shops, Lounge 54, Choices Food Court and Juniper Steakhouse are open.

When are the fitness center and pool open?
The Fitness Center is always open to hotel guests every day, 18+ only. The pool is open to hotel guests 7a-11p, and guests under 18 must be accompanied by parental supervision at all times. You must be 21 or older to use the spa. No lifeguard on duty.

Are the bars open?
Alcohol service is available in Juniper Steakhouse and Lounge 54.

How can I say thanks for stellar service?
Want to recognize one of our team members for exceptional service? We'd love to hear it! Please call or contact us online.

Does The Star offer Gift Cards?
Yes, we offer gift cards that can be used for almost anything such as the gift shop, food, or the hotel. Gift cards cannot be used for game credit, please visit one of our gift shops to learn more or purchase one.

What is the difference between Points, Rewards and Tier Points?           
Points, Rewards and Tier Points are all earned by using your Star Rewards Card every time you play. Points can be redeemed for cash or game credit. Rewards can be redeemed to pay for dining, hotel stays, gift shop purchases, gas, bowling, golf and more. Tier Points are used to upgrade your membership into higher tiers for more discounts and offers (Tier Points have no cash or credit value). You can view your Points, Rewards or Tier Point balance at any Fast Rewards kiosk or your online account.

How do I check my Points and Rewards balance?            
You can view your Points and Rewards balance at any Fast Rewards kiosk by using your Star Rewards card and PIN. You can also view your available balances in your online account.

How can I use my Points?           
Points can be converted into cash back or game credit. If you have at least 500 Points in your account, you can convert your Points into cash at any Fast Rewards kiosk using your Star Rewards card and PIN. The kiosk will print a voucher that can be redeemed at the cage for cash. To convert your Points into game credit on your favorite game, simply insert your card into the game, select "Menu", enter your PIN and select "Points".

How can I use my Rewards?
You can redeem your Rewards at Choices Food Court, Perks, Juniper Steakhouse, the Gift Shop, Pro Shop or hotel. We'll swipe your card at the register and Rewards will automatically be deducted from your Rewards balance. If you'd like to use your Rewards for bowling, gas, the car wash or golf, stop by any Fast Rewards kiosk to print your Rewards voucher before visiting. 

How do I get Free Play, Table Play or Sportsbook offers?
Offers are based on your play while using your Star Rewards card. Play is evaluated each month and is available to qualified guests.

How can I use my Free Play?
To access your Free Play on your favorite game you'll first need to add $1 in cash or 500 Points into the slot game. Insert your card, add your dollar, choose "Menu" on the screen, enter your PIN and choose "Free Play". As you play, your game credit will be deducted from your Free Play balance.

How can I use my Table Play?   
Visit any Fast Rewards kiosk and using your card and PIN select "Promotions" and choose the option for Table Play. Your voucher will print and can be redeemed with your Table Game dealer for game credit.

How can I use my Sportsbook offer?
Visit any Fast Rewards kiosk and using your card and PIN select "Promotions" and choose the option for Sportsbook. Your voucher will print and can be redeemed with your Sportsbook representative for betting credit.

What are the benefits of being a Star Rewards member?
Star Rewards members earn Points, Rewards, exclusive offers, promotions, discounts and more just for being a member! 

How can I sign up to be a Star Rewards member?
You can join our Star Rewards program by visiting the Player's Club in person. Joining the club is easy and free!

Can I get hotel discounts with my membership?
Yes! Star Rewards members receive discounted rates based on their carded play. Call 505.867.0000 to let our Reservations Team find the best rate available to you.

Can I sign up for a membership online?
We do not offer the option to sign up for a Star Rewards membership online. Our membership enrollment requires an identification verification that can only be done in person at the Player's Club.

Do point multipliers apply to Points, Rewards and Tier Points?
Point multipliers only apply to Points but do not apply to Rewards nor Tier Points.

If I use my Points, does that affect how quickly I can upgrade to a new tier?
No. Although both Points and Tier Points are earned by using your Star Rewards Card every time you play, Points and Tier Points are very different. Points can be redeemed for cash back or game credit and Tier Points are used only to upgrade into higher membership tiers and have no cash value.

Do my Points and Rewards expire?
As long as you visit The Star your Points and Rewards will not expire but if you stop visiting or using your card when you play, your Points and Rewards will expire after 18 months of inactivity.

How can I get a copy of my win/loss statement?
You can receive a copy of last year's win/loss statement a number of ways! First, you can log in to your online account and download it immediately. If you haven't activated your online account, you can do so at any time by visiting SantaAnaStar.com, or you can visit the Player's Club and request to pick up a copy, or you can call us at 505-867-0000 and request that a copy be mailed to you.

What are Community Partner discounts?
Santa Ana Star Casino Hotel has worked with businesses in our community to offer our members special perks and discounts when visiting their business. Just present your Star Rewards card at participating businesses to redeem your offer. To view a list of all our Community Partners visit https://www.santaanastar.com/rewards-club/community-partners/

How do I activate my online account?
In order to activate your online account, please go to https://www.santaanastar.com/account/activate and follow the prompts to complete your account activation process. Please keep in mind that any information you provide must match our records exactly in order to successfully activate your account. If you receive an error this means that your address or other information is not correct or your account has become inactive and you’ll need to stop by the Player's Club on your next visit to verify and update your information.

I forgot my online account password and/or security questions. What do I do?
If you’ve forgotten your password visit https://www.santaanastar.com/account/login and click on “Forgot Password?” to reset. If you've forgotten the answer to your security question we will first need to validate your identity in-person before your online account can be completely reset. All you need to do is stop by the Player's Club on your next visit and they will complete the request for you.

Can I put money on my Star Rewards card?
Your Star Rewards memberships works just like any other loyalty membership program. Similar to a grocery store or retail store or coffee program where you earn rewards for any purchases you make. While there is not a way to add money to your Star Rewards card you can purchase a gift card at the Gift Shop to use for food, hotel, bowling and more. Gift Cards cannot be used for game credit.

Why does my card lock? Do I earn points when my card is locked?
Sometimes when playing at a slot machine, if a card is left behind or there is a long period of inactivity a card will automatically lock out any non-gaming activity as a safety measure, but your points and rewards will continue to be earned as long your card is in play. To unlock your card visit the Player's Club.

Where is Santa Ana Star Casino Hotel located?
Santa Ana Star Casino Hotel is located just North of Albuquerque off New Mexico Highway 550. Our address is 54 Jemez Canyon Dam Rd, Bernalillo, NM 87004.

Do you have an Electric Vehicle charging station?
Yes! We have a ChargePoint station located under our solar panel covered parking in our south parking lot - just west of the Hotel entrance parking lot. This station is equipped with an SAE J1772 standard connector and a fee is required to charge vehicles. 

Do you have RV parking available?
We currently do not offer RV space or service at Santa Ana Star Casino Hotel. The closest RV parking areas to us are the Coronado Campground, the Stagecoach Stop RV Park and the Bernalillo KOA Journey campground.

Do you offer airport or Railrunner shuttle service?
We do not offer shuttle service at this time but many of our guests utilize an Uber or Lyft service to get to us. Santa Ana Star Casino Hotel is approximately 23 miles from the Albuquerque International Sunport and 1.5 miles from the Bernalillo Railrunner station.

Are pets allowed in the hotel?
Service animals are permitted. We offer a limited quantity of pet-friendly rooms. Please contact our Hotel Reservations team for details and availability by calling 505.867.0000.