The health and safety of guests and team members is the top priority at Santa Ana Star Casino Hotel. As we prepare to reopen, we are taking every measure necessary to provide safety and comfort.
To enhance cleanliness and minimize risk, we have implemented new procedures following public health guidance and industry best practices. These measures include; limiting capacity, social distancing and increased hygiene and sanitation practices.
We will continue to monitor and assess conditions to be proactive in our approach to be above and beyond prescribed guidelines issued by the State of New Mexico.
Mandatory face covering. Guests may be asked to lower the face coverings for identification purpose.
Sanitation wipes and sanitizing stations are available throughout the property.
The frequency of cleaning and sanitizing will be increased in all public spaces with an emphasis on frequent contact surfaces including hotel rooms, slot machines and chairs, table games rails and chairs, elevators, door handles, public restrooms, cage counters, players club, kiosks including ATMs and seating area.
Advanced HVAC system utilizing outside air as well as secondary filtration system in place to remove residual contaminants such as biological pathogens and viruses.
Guests will be encouraged to practice safe physical distancing of at least six feet separation in all areas of the property (including the any line queues). Any area where guests or team members are required to create a line will be marked for appropriate distancing.
Guests will be encouraged to avoid congregating in large groups.
Layout for casino amenities including slot, table games, restaurants and other social areas will be arranged to ensure appropriate distancing.
Valet and Shuttle Services are suspended until further notice.
We recommend to our guests and team members that the elevator’s capacity should not exceed four (4) people at one time. Designated stand spots will be provided.
Mandatory face covering for all team members on property. Gloves are required for some positions.
The frequency of cleaning and sanitizing will be increased in all working areas with an emphasis on frequent contact surfaces.
All team members are required to practice “well hygiene and sanitation protocol” according to CDC and state department of health guidelines.
Team members are required to practice social and physical distancing from guests as well as other team members whenever possible.
Workstations may be modified to practice social distancing protocol.
All team members will receive training before returning to the workplace including, but not limited to, COVID 19 hygiene, signs & symptoms, safety and sanitation protocols.
All team members will be given clear directions on how to respond quickly and appropriately to all presumed cases of COVID 19.
Q: Will points of entry be limited?
A: Occupancy levels will be limited to protect the safety of guests and team members. If occupancy limits are reached, guests might be asked to wait outside the building until the opportunity to enter. If entrances are restricted, proper signage will be posted.
Q: What amenities are still temporarily suspended on property?
A: At the first phase pool, valet, and select restaurants have been temporarily suspended. Self-serve stations will be suspended and replaced by alternative service options.
Q: When will the hotel begin taking reservations?
A: Hotel operation will possibly resume in September. Guests can reserve the hotel rooms online or by phone starting at that time.
Q: Will smoking be allowed on property?
A: No. A covered outdoor area for smoking will be provided. No indoor smoking in the facility.
Q: What happened to my Star Rewards Club Card during the temporary closure?
A: Your player club card will remain active, and your tier status will be maintained until December 31, 2020.
Q: What happens to my current Free Play and Star Rewards offers on my card during the temporary closure?
A: New offers will be issued following our standard business practices once we resume operations.
Q: What happens to my Star Rewards Club Card account once you reopen?
A: Star Rewards Club accounts will be maintained until December 31, 2020. Points and Rewards accumulated before the temporary closure can be redeemed as usual.
Q: How do I access my win-loss statement?
A: Guests can access their win-loss statement through their online player portal, website email or by visiting the Star Rewards Club.
Q: Can I cash out gaming vouchers/tickets?
We are extending the expiration date for slot machine cash out and Sportsbook vouchers that have expired. Once open, we will honor for 90 days for redemption of TITO & vouchers.
Q: When will live entertainment resume?
A: To protect our guests and team members, all entertainment scheduled in 2020 is cancelled. We may resume entertainment in 2021.
Your health and safety is very important to us. If you have specific questions about these procedures and protocols, please direct inquiries to our team via our contact form.
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