Resorts World Catskills

Last week we had a company meeting at Resorts World as we have in the past. We had employees that stayed overnight, ate in restaurants and attended our annual meeting in the conference space. The hotel and restaurants are a bit tired but overall nice. I was taken back by the lack of customer service that I witnessed and experienced. I inquired at check-in and was told that I could leave a day early due to a change of plans and weather concerns. When I went to check out, they charged me for the entire stay. Discussing with managers did not help as they just kept saying 'this is our policy'. In my opinion, it was a short sighted decision as I will no longer support this business. They got their $200 but it cost them thousands. On top of this, I watched a hostess treat several customers in a way that was rude and inappropriate. Resorts World has work to do - I'd suggest starting by taking better care of your customers while you still have some left.

We stayed at Resorts World Catskills for 3 nights and paid in advance. The hotel has a casino inside, which was a significant reason for choosing this place. When we first arrived early in the morning after a long trip, we were initially told we couldn’t check in yet and had to wait. After requesting again, a manager named Jose was extremely helpful and accommodating, allowing us to check in early. There was also a lady who assisted us—unfortunately, I don’t remember her name—but she was very kind and attentive. The room itself was nice, peaceful, and comfortable, with a beautiful forest view. However, my main issue—and the reason I’m giving only 3 stars—is the casino. The slot machines had an awful payout rate. I spent about $2,000 on the slots, and the most I won was $90. The odds of winning felt far below average, and overall, it was a very frustrating experience. I do not recommend this casino at all. The low payout rates make it far from enjoyable. The only positives were the helpful staff and the early check-in experience, but these do not make up for the poor casino experience.

If you’re planning a trip to Upstate New York and enjoy casino gaming, this hotel is an excellent choice! The casino is vibrant and welcoming, offering a variety of tables and games to suit all levels of experience. The atmosphere is lively yet comfortable, making it perfect for a fun and entertaining getaway. One of the best perks is its convenient location. It’s just a short drive—about an hour and 30 minutes—from the city, making it an easy escape for the weekend or even a quick day trip. Plus, it’s not far from the Woodbury Common Premium Outlets, so you can combine your visit with some fantastic shopping. The staff is friendly, the amenities are great, and the overall experience is one you’ll want to repeat. Highly recommend this spot if you’re in the area and looking for a fun and convenient place to stay and play!

Poker rooms and tourneys are fun! Never win too much on the slots and roulette but hey what can you expect at a casino. Food options are all delicious. Rooms are excellent. Every time I come I feel my shoulders drop. I really enjoy it

The place deserves 3.5 stars.The employees are a mixed batch. Some are extremely nice and the others aren't friendly or kind. I dont understand why people that work with the public can be so cold.If you lose your customers you end up losing your job. Be nice to people that are willing to risk their money so you can earn money. Remember the old adage, The customer is always right. Things have changed, customers aren't always right but they need to be treated right.

I was shocked that a resort like Resorts World Catskills doesn’t even offer complimentary toothbrushes for guests who forget them. For a place that markets itself as a luxury destination, you’d expect at least the most basic essentials available at the front desk. Instead, I was told they don’t provide them at all—something even budget motels manage to do. The overall experience felt underwhelming, with little attention to guest convenience. If they’re cutting corners on something this simple, it makes me wonder where else they’re skimping. Definitely not the level of service I expected.

Re: Hotel and Dinner Reservation on December 7, 2024 ||I am writing to review the Alder Hotel and Cellaio Steve Conant Restaurant. I was a guest of the Alder Hotel on December 7, 2024. I reserved the hotel and made a dinner reservation at the Steakhouse for 7:30 to celebrate my brother's 50th Birthday.||I am forwarding this e-mail which indicates my reservation was canceled because it is not true. See attached photos of my brother and I seated at a table in the restaurant this past Saturday ||My brother and I actually arrived at the restaurant a half hour earlier than our 7:30 p.m. Dinner reservation. It appears that the restaurant staff/manager reported that our reservation was cancelled to avoid receiving a bad review.||This is why I am sending this to guest services.||Our Experience: ||I reserved a table at the Cellaio Scott Conant Steakhouse at Resorts World Catskills in New York for December 7, 2024 to celebrate my brother’s 50th Birthday. We arrived a half hour early for our 7:30 p.m. reservation confirmed via Open Table. We were told to come back at 7:30 p.m. “on time” because they could not seat us earlier. We waited outside of the restaurant and checked in again at 7:30 p.m. We were told we had to wait a while longer. After about 10 to 15 minutes we were seated. Our waiter shared the specials and took our drink order within 5 to 10 minutes. We received our Sprite and Wine as well as a basket of bread. We then waited for another hour and a half and received no meal and just one visit from our waiter asking if we wanted more bread.. We declined the bread and was told the kitchen is backed up. We asked for the manager and was told several times by staff that they were sending the manager over to our table. By this time my brother was frustrated and hungry so we decided to leave because this was not a good way to celebrate the evening of his 50th Birthday. Upon exiting and attempting to pay for our drinks the manager suddenly appeared and told that we didn’t have to pay for the drinks. He seemed very confused. Needless to say we received the worst service ever for a restaurant of this caliber. We are still puzzled why everyone around us appeared to come, eat and then leave and we remained seated without our food or anyone offering us anything as we waited or providing some explanation for the delay.. We had no other choice but to conclude that the waiter had an issue serving us because we are African American. The rude treatment began from the reception and continued through the exchange with the manager at our departure. We cannot give our opinion on any food because we never received it but this particular Saturday evening birthday celebration was ruined by the extremely poor customer service. The hotel staff reception at the Alder Hotel was also terrible. The staff acts like zombies and was very loud and obnoxious while checking us in. They acted as if we were bothering them... As for the birthday dinner, I took my brother to the adjacent diner where he enjoyed a steak. The staff at the diner was much better and we have no complaints about the Diner. We ate there because there were no other food options other than Chinese food… We did our best to make the most of the rest of the evening. ||We will never visit this Steakhouse or the Resorts World Catskills Hotel Casino again.

I spoke to a gentleman named Tim today at the reservation center about a room offer I received. He was so patient and professional. He worked the situation out for me and it took a while. You do not find people as kind as Tim was. He should be commended for his professionalism. Thank you Tim for being so patient and kind.

Love this place, very luxurious, great places to eat Recommended 100% And they have free EV charging

My husband and I stopped in to check it out during a week night since we've never been before. We walked all around the main area with the casino and walked by all the restaurants. Everything looked to be recently upgraded and new. I loved the decor. My husband gambled for a little and since I don't really gamble I went to the cafe to grab a drink. The staff there were super friendly and attentive. I can't really speak on the actual casino much since I only played one slot machine but it was smoke free and clean just how I like it.

Good casino , great location right in the Catskill Mountains...comfortable setup, gambling, restaurants, breakfast all very good...Stop in when you're passing by!

Received two tickets from my daughter for Christmas for the Four Tops and temptation show here at resort world Catskill Monticello, New York. First time attending any type of show here. First, I must say I like that there's a metal detector there and they require you to remove all things in your pocket, Wallet, keys and cell phones so that's a good safety measure. As I walked into the hall, I was expecting an auditorium, but basically it's just a large ballroom with chairs setup as a venue. Sound system is not bad at all, though they did have some problems with the microphone with the second song from the Four Tops a loud, squealing, and then no sound. You can tell the artist we're taken aback but after a few minutes, they seem to get the system working again properly. As I said, it's a large ballroom with chairs set up. I thought it would be more of an auditorium type setting.nice clean restroom are nearby. My seats were in a makeshift section D.Once you walked into the room there were letters displayed ABCD and E. Then you had to look literally at the side of the chairs for the rows and a number at the top of each chair for seating. I like most people I observed found our own seats. To be fair after awhile I did see at least 3 ushers helping those with walkers and scooters. So that's my review of the venue. If a casino is making all this money why can't they get a more efficient and modern professional venue, especially to accommodate top performers like The Four Tops and The Temptations who by the way gave a GREAT PERFORMANCE.

Very long and slow line to check in. Opted to go to dinner with my backpack but was denied entry to the casino floor in order to get to the restaurant. Security said no bags were allowed. I observed several people with bags over their shoulders. I was then told it is a state law. I had to look it up, but cannot find any such law. There are also no signs regarding any bags of any sort in the area. On the website for the casino specifically says that the security may inspect the bags. I was simply denied entry. On another note, be careful for what you book and where they put you. A coworker of mine and myself both had room reserved. We both paid the same amount. She stayed in the main building. I was given a room in a separate hotel. Although the hotel is close, it is still a short walk down the hall outside and into another elevator just to get to the other hotels lobby. Looking up both hotels after the fact, this hotel is less expensive than the main hotel and can be reserved separately. In my room, there was a noise coming from the air conditioning unit that sounded like a plastic bag. I ignored it until it woke me again at 2:30 in the morning and I could not fall back asleep. After looking at the air conditioner, it seemed like there was something inside the unit that was not reachable. It also looked very dirty as he could see by my picture.

I have generally had pretty decent luck at this casino and I am not complaining about that aspect. But here is what happened during most recent visit: I was down $ wise but I made a fun recovery & I had a white slip of paper over $1,200 so feeling good then I/we tried a $10 Wheel of Fortune - we got a spin my GF hit the button and we got a $1,000 spin. The machine said "Hand Pay" and had to wait for the casino guy to come which he did come pretty fast. He asked for ID I gave him my driver's license. He came bacl and was a bit flippant and said "put out your hand". He geves me my ID back and a plastic casino (Genting Rewards) card that I never asked for. He counted out the money rather quickly - I think it should be done slower and dramatically. I did not want the casino card - it left me with a bad feeling. On a previous visit a different guy was respectful and asked if I wanted a rewards card (and I said no thank you). I did not like this kind of surprise

My wife and I have been going up since the casino opened. I go several times a year and stay over usually twice a year. I have enjoyed all aspects of the property, it is very clean and well kept. They have improved their staff as much as they can considering the "local" pool they have available. My only complaint is DO NOT Buy a gift card for anyone. I was told I used my gift card and I know I have not so $100 went down the drain with no recourse. There were rude and obnoxious and when I provided the receipt that was used to buy it I was dismissed saying "there is nothing I can do for you". Going to have to check out Wind Creek Bethlehem, PA soon. Otherwise I'll just have to drive down to AC and go back to Borgata.

The gaming floor is clean and spacious. There is a good selection of table games and slot machines. There is a "bus terminal" by one of the entrances. They bus in MANY undesirables (people that do NOT play, and walk around looking for you to leave tickets in a slot machine). They literally will follow you around, stand behind you, and it seems as if staff is told to allow the behavior. Comps are non-existent. You can play slot machines for hours and not even have enough to get a free coffee from the awful "cafe" by the entrance. The food there is straight garbage. The free play for slot players is worse than any casino in the area (Rivers, MGM, Turning Stone, etc). They should be ashamed by how they treat players. The steakhouse is hit or miss. We've had some excellent meals there. We've had some OK meals there. And once or twice, we've wished we went to McDonald's. The hotel is clean and the rooms are pretty good. No complaints here. The Asian restaurant, Lotus, has actually improved. The first few visits were pretty unremarkable. The last few have been good to very good. If we're going to eat at Resorts World, we'll go to Lotus. This casino is bleeding money. Food options are average to below average. Comps are non-existent. Free play is non-existent. When you walk in and see how empty the lot is, and how empty the casino is, it'll all make sense. Used to come here often when passing through the area. Now we just drive right by. Ownership and management are clueless. I know that sounds harsh and insulting, but it's true.

We planned to see the eclipse in Western NY State and find a location halfway between Buffalo and Long Island to break up the drive. I had read the reviews, especially the negative ones, but for 1 night this hotel-casino was in the perfect location and decided to give it a try. With all due respect to those who posted problems with this property, our experience was almost completely positive. Every staff member we came into contact with was polite and professional. The hotel was extremely clean; our room, the casino, even the elevators. If you've been to lots of hotels you know that the elevators always seem to be at the bottom of the housekeeping 'to-do' list. And, contrary to what I read in some of the 1-star reviews, we didn't see a single person sleeping n the lobby, food court, or bus depot. Not one. While this is a small property, much more intimate than Atlantic City, and hardly the size of a Vegas casino, it was well maintained, easy to navigate, and had enough open tables so finding a seat wasn't a problem. So why am I giving it only 3 stars? Two reasons: 1) No Room Service. Yeah, not a deal breaker but nonetheless we like breakfast in the room. Hey, COVID is over and almost every other hotel on this level has restored this amenity. 2) And this is the big one; non-existent comps. Granted it was our first time and they need to get to know us. But over many hours at the gaming tables and machines we dropped enough cash to get at least -something- back. AC Casinos usually comp us the room and a meal or two. Resorts? Nothing. Not ONE SINGLE PENNY in comps. When I checked out and asked about any comp consideration I was told that it takes 72 hours for comps to show up. Seriously? Who ever heard of such a thing!? So, as much as we enjoyed this property, it'll be hard to justify another trip to the Catskill Resorts Hotel-Casino. Not saying never, but there are many other choices that reward our play.

Place is a joke! after traveling 12 hours to stay at this casino and hotel, they had sold my room from underneath me without even calling me and then even kept my money and told me it was not in their policy to call me before canceling my room and taking my money and they plan to keep my money after not providing a room. Will be sending letter to Bbb for improper business practice.

WORST HOTEL EXPERIENCE IF MY LIFE 1.) I had two reservations at Resorts World Casino for Sat. August 10. One was through a third party - "HotelTonight". One was directly with Resorts World Casino. With more than 48 hours to go before check in, I called and asked to cancel 1 of those rooms. Both were showing in their system. By the end of my conversation I was assured I had cancelled the reservation. I reiterated "So I only have one room booked, correct?" to which I was reassured, yes. 2.) I show up at check in - ( a late 4pm check-in, mind you), excited to get to my room, shower, iron clothes, and change, before I had to meet for a birthday dinner. I had driven up comfortably, but not appropriately for a celebratory dinner. Hence I needed to change and freshen up after hours on the road. I paid for this convenience. 3) Reception informed me they had no rooms available. They said they are sending a manager. Over two hours later, no manager, no room. I missed the dinner, then ended up arriving late to a show at Bethel Woods. This whole trip had been planned with a big group for quite some time. My friends stayed at another establishment. They had no issues. They booked rooms, so the establishments appropriately had those rooms reserved. Pretty basic business. 4.) Not only was there no room for me. Not only did management fail to arrive as I was told they would for over a 2 hours period, but I was also told I still was listed for 2 reservations! 5.) I sat in the lobby boiling. Seething. Missing events I had planned for and had taken time off from work to attend. I was ignored. I was told the resort was busy. Fine. But I BOOKED A ROOM. Is there not a basic computer software scheduling system that can be utilized to avoid this? Who was incompetent here? Or was it intentional shady business practices? How could they treat customers this way? Bizarre and unacceptable. Never before have I had a room booked only to find out it wasn't truth. And in this case there were 2 rooms erroneously in the system, so technically they had two rooms booked for me with neither actually available. 6.) Because I already missed a highly important event and was missing more time for yet another event, I had to leave. I told the receptionist that they failed to honor the agreement and I was not staying there, not that any available rooms existed anyway. I left for the concert with nowhere to sleep. I slept on and off in my car at a gas station last night. 7.) I tried to have the issue rectified and assume the business will do the appropriate thing. But of course Resorts World Casino Catskills says it's an issue with the third party. Even though the third party - HotelsTonight, held up their end of the bargain. I held up my end too. It was Resorts World Casino Catskills that failed. And its so dumb because I'd have lost double that at their casino, and would otherwise have planned more stays. So I am having my money stolen now and they are missing out on future revenue that outweigh the money they stole from me. 8.) Now I am being told by the third party that Resorts World Casino will not refund me because they held my room all night. How? there was never availability?! And I literally told the receptionist I was no longer staying there. WHAT ROOM DO THEY CLAIM TO HAVE SAVED FOR ME? I NEVER HAD ONE. THEY, EITHER BY INTENT OR INCOMPETENCY, OVERBOOKED with no regard for me and others. No room was held for me. And if there suddenly was a room available several hours after Check In, no one called to say, sir your room is finally ready. Regardless I said I wasn't staying after they breached their agreement and I extended more than reasonable patience. So why or how were they holding an imaginary room to dishonestly justify taking my money for a night spent in the car? This is unjust. We made a deal, they failed on their end. Ruined the trip for me, and left me sleeping in a car. Then they lied about how they held a room so they can retain my money. This was the worst hotel experience of my life. DON'T BOOK MORE RESERVATIONS THAN YOU HAVE AVAILABLE. And getting a hold of a manager? forget it, waited hours the first time I tried, and now I am being told I may get a call back in 24 hours. Not holding my breath.

It was new and modern but machines didn't pay well. Wasn't a very fun experience. But facility was nice.

정말 악질 카지노 입니다. 몇년동안 손님이 돈을띠서 케쉬어에 줄선것을 단한번도 본적 없어요. 방이되면 화장실도 여러곳 못가게 닫아버리고 음식도 형편없고 비싸기만하고 인사이드 호스트들은 손님앍기를 호구로보고 강압적인 태도와 플레리 맥을 끊으려 일부러 늦장 부리고플레이 포인트도 밤샘 해봐야 1전짜리 450에서 500 즉 사오십불 주고아마 동부지역 최악의 카지노로 보시면 됩니다. 뉴욕에서 1시간 30분 거리에 있어서 가긴 했는데 이젠 절대 가지 않을겁니다. 혹 주위사람들 갈려고 하면 목숨걸고 말길겁니다. 정말 나쁜놈들 입니다. 가지마세요.손님이 조금만 돈을 따면 사람 바더해 흐름을 끊어요.

The on-site food choices were terrible. When we first arrived, we went to the food court for lunch. My turkey and gruyere sandwich seemed not to be fresh, confirmed by mold on the roll. The bistro was also disappointing. The atmosphere is more cafeteria than bistro. The food was mediocre. Good Friends Chinese restaurant was fine. Since we ate in, i am not sure why our food was delivered in to go containers in a bag. We play blackjack, and it was disconcerting only having $25 table limits... even on Christmas day. The only good part was the spacious room and hot tub at the pool.

Let me start by saying I've gambled all over the world and understand that you win and lose. Losing I'm perfectly fine with however I'm not fine with being shorted chips purposely on multiple occasions. I was playing roulette this afternoon at a table and the dealer had shorted me 2 $5 chips every time I gave him $100 bill. At first I had thought it was just me but then I realized what was happening and started to pay closer attention and count. This place is clearly losing millions of dollars due to lack of customers and trying to get every penny possible. Stealing from your loyal customers is not the way to do that. Dealers and pit bosses get very defensive. Take your business elsewhere to Mohegan or mgm properties I will not be returning and looking to take further action regarding this issue.

The overall experience was okay nothing exotic. It's alittle ghetto but it's still fun inside. You get to play slots. It is in Catskills but In area where it looks wirey.

The casino floor was well-organized, and there were plenty of friendly staff members available to assist us. We also opted to stay overnight at the hotel attached to the casino. Our room was modern, spacious, and super clean. The view from our room of the surrounding area was a bonus. Our visit to Resorts World Casino Monticello was nothing short of a 5-star experience. From the gaming and dining to the exceptional entertainment and accommodations, every aspect surpassed our expectations. We can't wait to return!

Stayed here for the first time last week as was gonna to be in the area for a convention. Wife and I had a room at the Adler which is a boutique hotel building a few hundred feet outside the main building. The room was clean, nice and comfortable. They had a mini fridge that had a cool red mini frigidere door. Sad it was empty and the bar and food stand were closed. The casino was sorta empty it seemed. I don't get why also the casino decided to raise the table rate at 1030pm on a weds night. It's not the $5 increase but just the principle that looked bad and maybe it's a sign why it's so empty. Tight slots and high table limits will have a negative affect on the bottom line. I would stay again only if there were some deal for a cheap room as I paid $200 for the night and can easily get to AC quicker and get comped

Okay, so my first time visiting here and any NYS casino. This place was "wow!" sparkling clean, hand sanitizers and hand wipe stations are located everywhere, this eased my germaphobia. As you walk through the casino, you can smell the cleanliness, sparkling clean floors and freshly vacuumed carpeting. I think this casino bans indoor smoking, not too sure. Most of the employees are wearing masks at this casino. Avoid using the bathrooms within the bus terminal, there's only two stalls and too many people using that bathroom, use the one located inside the casino, also much larger & cleaner. Stopped by the food hall in the front for some coffee, they said they proudly served Starbucks, so I ordered a cappuccino for $5, my cup was 1/3 foam, barely any coffee in my cup! I'm thinking the lady did it on purpose, just to piss me off? I was going back to ask for a refund, but they always had a long line. Saw tons of advertisements for this Top Golf and Dos Gatos Happy Hour, which I was never able to find exactly where it was located! There's also no digital map on the casino's website, or a map within the casino to find out where the all the bathrooms are located, or what's where. The Chinese food at the food market was mediocre, I ordered the Sesame Chicken Bowl, which tasted like it had a ketchup sauce, but the Beef & Broccoli Bowl was pretty good. The lady at the register wasn't too friendly, or patient with explaining things to us. Seriously, $18 for one bowl of Chinese food with mostly added fried rice? Fried rice w shrimp was an extra $3, I would have honestly stuck with basic white rice. If I ever return here, will avoid eating Chinese and will go to the 24/7 bistro across the way, or to the upscale steakhouse. And, nobody at all the food vendors within this casino was generous about offering ice! Yes, ice!!Wtf!! A can of Diet Pepsi with my Chinese foods costed me an additional $5, bottled filtered water was $2. I had a promotional credit for $20 to play the the slots and my first machine I was playing on just swiped $7 off my card without me placing my bet, I had to explain to customer service, they were cool about it. It's a good thing I was keeping track of my credits! They offer complimentary beverages on the playing floor, which nobody was taking advantage of. All the machines have large 1¢ signs, but then in small letters it tells you that the minimum wager is actually 50¢, so there's a bit of bait & switch going on with the slots. Make sure you read and know what you're wagers are before placing your bets. I couldn't find any true penny slots throughout this casino.

horrible customer service great hotel but you can't get assistance and kids running wild in the adults only area. waste your money elsewhere, you will at least get some enjoymen. wasted my vacation for one of the worst trips of my life.

The first time we came here was after Covid when hotels were starting to reopen. It's now 4 years after Covid and the rest of the world has returned to normal again but not here. No valet parking, no room service. They have cheaped out on many things. They provide free water in the room but not at the pool. At the bar by the pool they have water bottles but charge for them. Many other casinos at least give out free water such as Mohegan Sun and Oceans Resorts. I'm not here to gamble I use the place as a resort for the pool and restaurants.

Beautiful king room at the casino hotel , stayed over with family for a concert at Bethel woods . The good - you are wowed with colors and great clean nice facility . The noise factor is very low but the ac kept me awake coming on and off. The disappointment- the room being so expensive but they give you limited (ZERO)coffee options in the morning . 24/7 Bistro coffee, had some with lunch there fresh pot I was told tasted burned even after I asked for a new cup . Absolutely the worst coffee . Alder rooms have coffee but it's a small hike , Starbucks opens at 7 but I'm an early riser .. so I made the meager room coffee rationed with meager sugar & creamer supply which tides me and only me over till 7am. Asian theme to a lot of the machines which are all pretty but a number of people (players) wandering around to see if you left anything behind /watching you . I am not a big gambler & this was my first time staying here . As a hotel the room was fine but as a resort it is what you make of it but very expensive for the area . Some of the people were friendly , some couldn't care less and neither could I .

Well here is my updated after falling on their property they didn't have the decency to pay the hospital bill. So now I have a negative report on my credit for the hospital bill.

Stay off the roulette table as it is my belief that it is rigged magnetically. Where else can you hit the same number four times in 6 spins on two tables at the same time? Here the impossible happens and in my opinion is how the house always wins.

We moved to The Cedars and Crystal Springs Hardyston Township and when we lived in Morris County we used to go to the WindCreek Bethlehem casino Resort worlds is only about an hour away and we had a great time and played for a long time on the machines We are definitely going to put resort world in the Catskills Hazard go to casino

We went there for the day. A friend was staying there for the weekend. The rooms are spacious w floor to ceiling windows. Clean and vegas style. Its Covid so there's no daily room cleaning service. You have to call front desk if you want the room cleaned or if you want fresh towels etc. The pool is super cute. Water was nice n heated. Cold at first but you get used to it. The adult pool side was closed n the poolside bar was closed. We went briefly to the casino, no drinking due to COVID but they told me in another week or so, it would return. I like it there was no smoking. The restaurants are usual overpriced hotel prices. I prefer the Atlantic City in the summer. Beach n boardwalk n more choices of hotel etc. But we had a great day w friends! Next time I'll stay overnight!

I have stayed at Resorts World numerous times and love it there. However we had 3 rooms booked for Christmas Day and couldn't use one because my sister got Covid she tested positive 12/24 naturally she couldn't come with us. The hotel refused to refund the room because they have a 48 hour cancellation policy. I fully understand the policy but this was Covid she had no choice but to not come. So not only did she miss our Christmas trip she got screwed out of her money! Additionally, Resorts World kept telling me it was Expedia's fault because we booked through them, and told me Expedia wasn't contacting them. I finally got someone honest on the phone yesterday (even though she was clearly annoyed by speaking to me and I could hear someone else in the background telling her what to say) so unprofessional. I understand and respect their policy but this was a case of Covid they claim they were never notified and that's why they rejected the refund request but I personally called on the when people in the family started getting sick 23rd and 24th. Despite the Resorts comment below I did notify EVERYONE it was due to COVID, I spoke to someone on the phone Dec 23, and 24th and told them my sister had Covid. I also told Expedia she had Covid. Everyone gave me a run around Expedia blamed resorts world and resorts world blamed Expedia! I also told the woman who checked me in it was due to due Covid that I needed to cancel one out of the 3 rooms I booked.

We took a spur-of-the-moment trip up to the Resorts World Catskills Casino and really enjoyed it. The hotel was situated on the top of a steep mountain with views for miles. We were only there to gamble for a few hours in the afternoon, so we did not try one of their appealing-looking restaurants or stay at the hotel, but the modern décor and sparkling clean facilities definitely made us want to go back to do so. We sat and played some table games and walked around, having a great time and enjoying the lack of crowds on that Friday afternoon. We will definitely be back to experience more of the amenities, but I will say that a night or maybe two would be the most you could stay there, as there are not a ton of things to do in the immediate area.

Nice hotel and casino. Only thing they need to bring back electric mobile carts for the handicap. To much walking i have a bad back. My room was all the way at the end of the hallway.. enjoyed the hot tub and pool.. Met a 95yr old veteran of world war 1 and 2 . Celebrating his birthday Very nice family thank you for your service..

DO NOT GO HERE. They are LYING CHEATING and ROBBING people. This place should be reported and shut down. I put $100 in a slot machine that immediately malfunctioned and notified an attendant who 'looked' for over an hour as I stood there calmly. 4 others came over to ' help' but stood around w/o explanation. Surveillance showed this but "could not identify the type of bill put in." The extremely rude 'manager' SKYA refused to reimburse me, treated me like a criminal and said NOTHING could be done. This business is running a SCAM. They literally robbed me. I requested to file a grievance and the security crew admitted my only recourse was to post on social media! DO NOT GO HERE. The place is in so much debt - 100s of millions. Even the VENDING MACHINES steal your money -nothing comes out. They're trying to save themselves from bankruptcy a 'broken' slot machine and bag of chips at a time. PATHETIC. The HOTEL attendant said there were only three rooms left when we checked in. We didn't even ask how many rooms were available- she just followed some script. All the workers kept repeating the hotel was packed. WHAT A JOKE! There was barely ANYONE in the hallways. The hotel was a ghost town. The pool was empty. I walked to the fifth floor to try and get a water bottle and saw housekeeping loudly vacuuming in the middle of the night. I highly doubt any of those rooms were occupied. They are LYING CHEATING and ROBBING people. This place should be reported and shut down.

I guess I wasn't the right person to receive a tray to eat when I asked if I can eat in I was told by this 2 picktail wearing girl, who handed out trays with to go bags with their food, and I just got the bag when I asked about sitting in to eat, but of course wasn't offered a tray to eat my food out of everyone that came in after me. If it was about the tray , I could definitely pay for a tray dummy. What's funny , I mentioned it to another woman, and of course, she comes over with a bad attitude because I asked about the tray. It's not ok to be ugly and move ugly. Show good hospitality. Her excuse was that she hit the to go button by accident when it was asked a few times by me to sit in to eat. Are you DEAF AND DUMB, PAY ATTENTION TO CUSTOMERS THATS WHAT YOU GET PAID FOR SO DO YOUR DAMN JOB HAZEL.....SMDH OVER ALL THE FOOD WAS GOOD BUT WATCH OUT MY PEOPLE YOU MIGHT GET IGNORED BY THE BEADIE EYED PICTAIL SERVER OR CASHIER, WHATEVER SHE IS, MS. RUDE. Places need to be aware of who they hire.

This review is not for the hotel, but for the casino and the amenities. I was shocked to see hand Sanitizer and wipes all throughout the casino. All machines are functional, and you see staff constantly cleaning. Staff is also friendly. There is plenty of shopping and many restaurants to eat at here; even a 24 hour eatery. The prices we paid for the eatery were fair, and the food was decent. I was surprised to see Top Golf next door. This is something to keep in mind next time I am here. The only thing I was not thrilled about was blackjack. I love a great game of blackjack. The side bet is lucky 7's with a minimum bet of 15 dollars. I would like to see (and prefer) a buster blackjack at this location. There was also only one electronic blackjack game, which was constantly full each time my friend and I passed by. I wasn't able to get my blackjack fill how I would have liked.

Horrible experience, rudest employees who just do not care. Management does not care. Save your money and go elsewhere.

My experience at Resorts in the Catskills was great. The staff was super friendly and helpful. Shout out to David for helping me with my elderly mom. He stayed with us until I got my mom in her room and settled. I truly appreciated the added value he provided in my stay at Resorts. The front desk staff was great. The rooms are big, spacious and the view is breathtaking. So peaceful. The shower is the best. The one thing I will say is that the food was not as good as I am sure it could have been. Everything is 5* , the food was 3.5 so that is the reason for 4*. I definitely recommend anyone to come visit. It doesn't disappoint.

Don't stay here. The casino is cool and seems clean. The lobby is the nice, the room is aesthetically nice but it's FILTHY! Please don't put yourself through that!

Interest place but guess it's something to do if you're in the area and like gambling but wouldn't commute from far just for this place

Dealers so rude all the time olso the managers even more rude cant understand they dont get paid or what

Everything besides the room is underwhelming. I stayed overnight a Saturday to Sunday and I must say this place is extremely boring. There is zero entertainment (1 band playing for 14 people) after like 11pm. Most people gather around the Sportsbook bar because the casino is dead. The food choices are below average but the taco place on the unattached hotel was the best option besides the upscale restaurant. There is a TON of people sleeping everywhere waiting for the bus to go back to the city. Every seat anywhere was taken by someone sleeping with their shoes off and their jacket over them . I'd stay the night to use as a hotel if I visit the Catskills again but literally everything else is pretty under whelming. It's not worth the trip.

Having played in many of the regional casinos, I would give this property three out of five stars. While the experience is not terrible, I've had much better experiences consistently at some of the other regional casinos including Foxwoods, Mohegan Sun (CT & PA), Mount Airy, and Wind Creek Bethlehem. While the staff is welcoming and polite, the comps are not that great with the exception of the free and/or reduce price rooms they offer at their hotel. Having stayed at the hotel several times already, I can tell you the accommodations and the hotel staff are fantastic. Remember to tip your dealers and hotel staff, it's not their fault that Genting Group it's not forthcoming with their gamblers. If the customer experience improves, I'll update my rating.

If I could give it zero stars, I would!!! What a horrible place!! I had been going here for years, out of boredom, but would rather have root canal than ever return. First off, the place is overrun by bussloads of people that take up spaces all over the place without spending a dime. They wait for you to leave money in your machine. One even tried to take my money from the cash machine when she thought I had forgotten it! The hotel rooms are starting to show their age. I had booked a complementary night months ago. Just received a call says before my arrival and was told they moved me to the Alder, which is the shitty hotel next door that you have to walk outside to get to!! After years of spending my hard earned money on this casino that has the tightest machines I've ever seen, they have the nerve to change my hotel room when it was booked way in advance. I even took the day off! Shame on them. Spend your hard earned money anywhere but here! So disappointed.

Nice experience overall. Loved that place was non smoking! The facilities are well kept. The room was nice and spacious. Casino had plenty of options. The food options available were acceptable. Wifi was the only issue as we needed it to get some work done and it was not reliable at all.

Hardly anyone here at all. Disappointed no Crap Tables open $25 a Bet on roulette? Are you kidding me? No food or drinks aloud in gaming area Geez, why bother coming. Save your money Stay home Don't waste the gas or your money. NEVER AGAIN.

My husband and I stayed with friends here for a wedding. Our room was so BIG and clean, drinks in the casino were expensive BUT we had so much fun, we didnt care! The only thing we were disappointed about was the hot tub, the bubbles for it was broken. I also didn't care for Lori in customer service, when checking my reservation she was SUPER rude.

The hotel is beautiful but the food options are limited. We got a King room & it is luxurious & spacious. It's great that there's a Starbucks located inside the hotel. We arrived at 3:30 & we got a room with no issues even though check-in is at 4pm. I highly recommend eating at 24/7 Bistro.

Came for my wife's birthday. She loves the casino however, this is the second time they screwed us out of our main hotel reservation and shoved us in the Alder. The alder is subpar at best and dirty. Why make a reservation if they're not going to keep it. Totally disgusted.

First time here in this new casino and I win the biggest bonus I've ever had! It's new and has live table dealers and all the currents slot machine you could ever want to play! Though its a far cry from "Vegas style" gaming. Read on for that... They might still be hiring as there were few cocktail waitresses when I was on the slots. But I lucked out when she appeared to serve drinks close to me. It didn't take long either for me to get my order. Unlike Empire Casino where you have to pay for alcoholic drinks, Resorts World is free! The dining choices were lack luster and rather pricey. We Ate at the 24/7 Diner and good was just okay. There's a food court without any recognizable chain eateries and it seems that you have to order on a terminal or you can order at the cashier counter ....So either pack something to eat or grab food before coming here. Overall, it's new, clean and modern looking and smells nice inside. I enjoyed my time here and will come back! Everyone was friendly and best of all, no smoking!! So I came back here again since I was offered a comped room. This time my experience was much better! Food has improved and I won big at the slots!! We tried the asian place Good Friends and the menu items are pretty good. They offer noodle soups which are both tasty and piping hot (don't forget to use your reward points). The steamed dumplings took a while to arrive as they make them to order. But the filling had more fillers than shrimp. I ordered a pastrami sandwich at the 24/7 diner and this time is was better. I ordered something completely different the first time I was there and maybe some items are better than others. So overall, food has improved. As for the room, it was nice. Clean, roomy and modern. There's a flat screen tv/monitor mounted on the wall, welcoming you and offering various choices to click on. I wish though there was an option to check out via the monitor, unless I didn't see it. I had called to request a late checkout which I was told the option wasn't available. It was a Monday and didn't seem the hotel was fully booked so not sure why they couldn't accomodate the request. Overall, the only thing still needing improvement is training staff. Some of the staff I encountered were "new" meaning they still needed more training as to making the "casino experience" relevant. You can tell they've probably never worked in a casino atmosphere before. They need more 'seasoned' staff. I asked one of the cashiers if in NY state there was no taxes on handpays less than $1200 and he replied "I have no idea". He didn't even ask a senior cashier to check on it. It seemed like he was bothered by the question. This is what I mean by having better training or hiring more seasoned staff. Since it was a Monday, cocktail servers were plentiful and attentive. My last trip there on a Saturday, as far a getting drinks were nonexistent. Need to make sure the weekends are fully staffed on the casino floor. That's a no brainer. The slots are plentiful, they have enough to satisfy slot players. Some reviewers have stated that the gaming floor is small, but to me as long as they have the popular slots available I'm fine. The gaming floor is descent. Believe me I'm a frequent visitor to Las Vegas, so I know all about the topic at various casinos.

Totally robbed of the 125 refundable fee they said would be returned. Called to ask about and they gave me the run around and told me to call my own bank and check with them .. it's been about a month and some change ! Room was nice, clean & with decent views.. stay was just ok.

A nice newer very clean resort casino. The staff was very friendly and the place was immaculate!! This casino is very small in compared to Vegas. Only one store for shopping and it was very limited. Rooms are very spacious and well appointed. Bathrooms are good and the shower fits two. I wasn't a winner in the high limit area but it was fun regardless. I have a reservation at Lotus tonight so I'm looking forward to that too. I will definitely come back to try the Cellaio Steakhouse and of course more casino fun.....

My friends and I always go there for casino nights on a Friday. We get a room and head down to the bar. Last night we were there and Double Top bar was closed and the band left the other bar by 1030. So we were bored. Basically spent money on a room for nothing. We enjoyed going to the bar and dancing. No more Friday nights there.