COVID-19 Safety

Santa Ana Pueblo to Close Santa Ana Star Casino Hotel Due to COVID-19 Projections

The Pueblo of Santa Ana, N.M. – November 13, 2020 – The Pueblo of Santa Ana and the Tamaya Enterprises Board of Directors (TEI) have chosen to temporarily close Santa Ana Star Casino Hotel due to increases in the spread of COVID-19 throughout the local community. The closure will take effect beginning Saturday, November 14, at 3 a.m. and can be assumed as temporary.


“During these unprecedented times we’ve chosen to do our part to slow the spread of this virus,” said the Star’s CEO John Cirrincione. “We have no confirmed cases of COVID-19 spreading between guests and employees. At this time, we are most concerned about the projected increases in the spread of COVID-19 during the upcoming holiday season. Given these circumstances, we believe a temporary closure and ongoing assessments are the most prudent courses of action.”


TEI Chairwoman Melanie Martinez explains, “It’s imperative that we all take the necessary safety precautions, such as social distancing and wearing a mask, to limit the spread of the virus and keep our Pueblo community, guests and our employees safe.”


In addition to the closure, the Star is also working closely with the state’s Department of Health to identify anyone who may have been exposed to the virus.

FAQ’s

GAMING AND REWARD CLUB INFORMATION

Q: Why is the casino closing?

A: The Pueblo of Santa Ana and the Tamaya Enterprises Board of Directors have chosen to temporarily close Santa Ana Star Casino Hotel due to increases in the spread of COVID-19 and the projected increases during the upcoming holiday season. For more information, please see our online press release located at SantaAnaStar.com/Safety.

Q: When will the Casino reopen?

A: Our top priority is to keep you, the Pueblo and our team members safe. At this time, we do not have a specific reopening date, but we are constantly monitoring the situation.

Q: What happens to my Star Rewards Club account once you reopen?

A: Star Rewards Club accounts will be suspended until the casino is reopened. Players will maintain their current card status. Points and Rewards accumulated before the temporary closure can be redeemed as usual when the casino reopens.

Q: Can I cash out expired gaming vouchers/tickets?

A: Yes, slot machine cash out tickets and Sportsbook vouchers that expired during our temporary closure will be honored after reopening.

Q: What do I do with my Slot Machine and Sportsbook Tickets?

A: If you have winning Slot Machine or Sportsbook tickets, please mail them to the address located on the back of your ticket. Please include your contact information when doing so. We will continue to process these during the closure and you will be sent a check with your winnings, the $3.50 processing fee will be waived. Any additional questions or concerns, please contact AP@SantaAnaStar.com.

Q: Will my current offer, including Free Play, be available when the casino reopens?

A: The November, including Free Play, offers will expire at the end of the month. Once the casino reopens, new offers will be made available based on your activity prior to the casino closing.

Q: My rewards/promotional voucher expired during the closure, can I still use it?

A: Yes, any unused or expired rewards or promotional vouchers will be honored when the casino reopens.

Q: How do I access my win/loss statements?

A: To receive your 2020 win/loss statement please contact us at: AP@SantaAnaStar.com - be sure to provide your full name & address as it is on your account. You can also access your win/loss statement through the Players Club portal.

Q: Why can’t I activate my online account?

A: The information on your online account must match our records exactly in order to successfully activate your online account. Furthermore, you will not be able to reset your online account password while the casino is closed. Once we reopen, stop by the Players Club for assistance. 

ENTERTAINMENT

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.

BOWLING

Q: When will the Bowling Center be open?

A: We have chosen to indefinitely extend the closure of Starlight Bowling Center due to the current climate of the virus in the state. The safety of our bowlers and team members, as well as minimize the spread of the virus, remains The Star’s top priority. Considerations to reopen the bowling facility will not be made until late 2021.

Q: How do I get my bowling equipment from my locker rental?

A: With the Bowling Center being closed indefinitely, you will be required to collect your bowling equipment as soon as possible. Please call on-duty Security Manager at 505-681-3635. Provide your locker number & name, Security will gather your equipment and meet you at the SW entrance of the casino.  

FOR MORE INFORMATION

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.

CLICK THE LINKS BELOW FOR MORE INFO

Center for Disease Control

New Mexico Department of Health