- The Joliet casinos join DraftKings at Casino Queen in East St. Louis and the Argosy Casino Alton in having their hours and occupancy rates reduced. Louis suburban casinos received the.
- Market Street Buffet offers an array of well know dishes from around the world at an unbeatable value. Located at Casino Queen East St.
The Casino is operated by Genting New York LLC d/b/a Resorts World Casino New York City, a member of the Genting Group, a group of companies founded in 1965, operating destination resorts in Malaysia, Singapore, the Philippines, the United Kingdom, the Bahamas, the United States and all four oceans through its Star Cruises and Crystal Cruises.
To Our Valued Customers,
We want to say thank you! We are very pleased with how our Phase 1 reopening plan has gone and we are continuing to move towards the full service resort that all of you have grown to love over the years. As always, the health and safety of everyone is our top priority and we will continue to operate our facility in accordance with all local, state and national health and hygiene protocols and mandates. Below are the guidelines being followed along with amenities that are currently offered.
- Adjusted casino hours will be 10am-2am daily.
- There is one entrance for guests, The Grande Hotel entrance, which is monitored by our security staff to ensure safety and proper social distancing.
- All guests and team members will be required to have non-invasive temperature checks as they enter the facility. Anyone presenting a temperature at/over 100.4 degrees will not be permitted to enter the facility.
- As ordered by the State of West Virginia, all team members and guests will be required to wear a face mask.
- The casino will operate at 50% occupancy of total floor capacity.
- Effective immediately, smoking is permitted on the second level gaming floor of our casino. Guests must continue to wear a mask unless actively eating, drinking or smoking. As a reminder all other areas of Mountaineer remain nonsmoking. This policy will be strictly enforced.
- Slot machines and Table Games will be arranged to allow for proper social distancing, as defined by the Governor's office reopening guidelines.
Mountaineer Casino will continue to follow CDC and local/state health guidelines for sanitizing and cleaning procedures.
- The casino will be deep cleaned and disinfected nightly when we are closed.
- Signage is displayed throughout the casino and the entire property regarding social distancing and health and hygiene. For guests as well as team members.
- We have installed plexiglass shields to offer protection and ensure distancing for guests and team members throughout the property.
- We have installed additional hand sanitizer dispensers throughout the entire property.
- Our staff will be cleaning and disinfecting high traffic areas and contact points more regularly throughout the day.
- All team members will receive training on COVID-19 safety protocols.
RESTAURANTS, HOTEL & SPA
- The Grande Hotel, with limited occupancy and specific cleaning protocols.
- The Spa at Mountaineer - Hours of operation Mon 10am-6pm, Tues & Wed closed, Thur-Sat 10am-6pm and Sun 9am-3pm.
- Big Al's Deli - Hours of Operation: Mon.-Thurs. 6pm-2am. Fri.-Sun. 10am-2am. Social distancing, with extra spacing will be in place.
- The Gatsby Restaurant - Hours of Operation: Mon.- Thurs. 9am-7pm. Fri.-Sun. 9am-8pm. Social distancing, with extra spacing will be in place.
- LBV Steak & Pasta - Hours of Operation: Fri-Sat, 5pm-10pm. Social distancing, with extra spacing will be in place.
- Mahogany Sports Bar - Hours of Operation: Fri-Sun., 5pm-10pm. Social distancing, with extra spacing will be in place.
- Center Bar - Hours of Operation: 10am-2am.
- The Gift Shop - Hours of Operation: Mon-Thurs, 10am-7pm. Fri-Sat, 10am-9pm. Sun, 10am-6pm.
- Hours of Operation: Mon-Fri 10am-12am, Sat-Sun 10am-1am.
Best Regards,
Jason Pugh
General Manager
Mountaineer Casino, Racetrack & Resort
COVID-19 Response Plan
New casino hours of operation will be as follows:
Monday 7AM – Tuesday 4AM
Tuesday 7AM – Wednesday 4AM
Wednesday 7AM – Thursday 4AM
Thursday 7AM – Friday 4AM
Friday 7AM – Monday 4AM (Open 24 hours on weekends and select holidays)
Being back open is music to our ears. We have implemented a new set of standards called Safe + Sound that is dedicated to providing a healthy and safe environment for our guests and team members. We will always go above and beyond to take deliberate, careful steps to ensure a rock ‘n' roll experience for all.
Here are a few examples of what you will see when you find your way back;
Thermal Imaging. Guest and team member entrances are limited to allow our security team to conduct non-invasive temperature checks utilizing thermal imaging. In accordance with CDC guidelines, anyone displaying a temperature of 100.4 or more, displaying a cough, shortness of breath or other symptoms of COVID-19 will be discretely offered a secondary temporal temperature screening. Guests and team members with temperatures of 100.4 or more will not be permitted to enter the property.
Physical Distancing. Guests will be advised to practice proper social distancing from individuals and groups of people not traveling with them while standing in lines or moving around property. There will be signs and floor decals to assist with the guidelines set for social distancing at kiosks, cage/food and beverage counters, entrances and ATM's.
Sanitation Stations. Hand sanitizer dispensers and sanitizer wipes have been placed throughout the property for guest and team member usage.
Guest and Team Member Health Concerns. Our team members have been given clear instruction on how to respond to and report guests or coworkers who are exhibiting signs of a cough, shortness of breath, or other known symptoms of COVID-19.
As states begin to ease restrictions, we have been observing other casinos as they reopen across the United States. We have also been surveying our Rock Star guests all in an effort to learn and establish new best practices to provide a safe environment for guests and team members to enjoy. We will continue to monitor the property and make changes to adapt to this new environment.
Initially, we will restrict the gaming floor to 50% occupancy as a safety measure following the guidelines of the Iowa Racing and Gaming Commission. This restriction includes the slot floor as well as table games. This will allow guests to practice social distancing guidelines while on property.
Casino entrance's will be limited to the main and east casino doors. The north entrance located near Main + Abbey will be open during Main + Abbey operating hours only.
All team members who work in direct guest-service areas will be wearing masks as part of their uniforms to protect themselves, our guests and their fellow team members. Masks are mandatory for anyone on the casino floor, but may be taken off to eat or drink while sitting at a table, booth or bar.
If you are considered high-risk or if you are experiencing any signs of illness, we ask you to please stay home until you are well.
For more information about specific areas and venues, see below:
Gaming
Slot Machines:
- An increased number of EVS staff will be working on the casino floor to ensure machines are cleaned and sanitized frequently.
- All team members who work in direct guest-service areas will be wearing face masks.
Table Games:
- No gathering behind players sitting at the tables.
- All table games players must wear masks while gaming.
- No smoking at the tables.
- Three players per Blackjack table.
- Three players per Carnival game.
- Four players per Roulette table.
- Six players per Craps table.
Table games hours of operation:
Monday 10AM – Tuesday 2AM
Tuesday 10AM – Wednesday 2AM
Wednesday 10AM – Thursday 2AM
Thursday 10AM – Friday 2AM
Friday 10AM – Monday 2AM (Open 24 hours on weekends and select holidays)
Casino Beverage Service:
- Anthem will be open for walk-up orders.
- Sports Bar and Sports Lounge are temporarily closed, except for weekends.
- Servers will continue beverage service on the casino floor while wearing masks.
Rock Star Rewards and Promotions
- Expired Free Slot Play, Hotel, and Food and Beverage offers will not be extended.
- Because of our extended closure, we are modifying our current Tier structure. Tier thresholds will be reduced to the following;
- Rock Star – FREE
- Hall of Fame – 2,750 tier points (previously 3,500)
- Legend – 27,500 tier points (previously 35,000 tier points)
- Double Platinum – 55,000 tier points (previously 70,000 tier points)
- Regular Tier thresholds will resume in 2021.
- No points or tier points expired during the temporary closure.
- Classic Rockers promotions will be discontinued until further notice.
Food & Beverage: In compliance with the Governor's proclamation, the consumption of food and beverage is not permitted on the premises for the general public from 10PM-6AM.
Open Venues (with limited hours):
- Main + Abbey
- Fuel American Grill
- Anthem Bar
- Lobby Bar
Venue Guidelines:
- Six-foot floor markers will be visible in high-traffic areas. We ask that all guests obey CDC guidelines for social distancing.
- All open food & beverage venues will have new seating configurations that meet the six-foot social distancing guidelines.
- Groups will be limited to no more than 8 people.
- Bar seating will be closed to patrons except for walk-up traffic.
- All team members who work in direct guest-service areas will be wearing face masks.
- Menus will be disposable one-time use to be discarded after each guest and/or digital menus to accommodate thorough sanitization.
- Due to current restrictions on some available products, menus may feature limited items.
- No self-service of food, including condiments, will be available.
- Condiments will be removed from tables and dispensed by team members upon the request of the guest.
- Guests are encouraged to make reservations, when possible.
Temporarily Closed Venues:
- World Tour Buffet
- Sports Bar
- Sports Lounge (except for weekends)
- Yards Bar
Valet & Coat Check
- Due to our phased opening approach, valet and coat check will not be available until further notice.
Hotel
Casino Beverage Service:
- Anthem will be open for walk-up orders.
- Sports Bar and Sports Lounge are temporarily closed, except for weekends.
- Servers will continue beverage service on the casino floor while wearing masks.
Rock Star Rewards and Promotions
- Expired Free Slot Play, Hotel, and Food and Beverage offers will not be extended.
- Because of our extended closure, we are modifying our current Tier structure. Tier thresholds will be reduced to the following;
- Rock Star – FREE
- Hall of Fame – 2,750 tier points (previously 3,500)
- Legend – 27,500 tier points (previously 35,000 tier points)
- Double Platinum – 55,000 tier points (previously 70,000 tier points)
- Regular Tier thresholds will resume in 2021.
- No points or tier points expired during the temporary closure.
- Classic Rockers promotions will be discontinued until further notice.
Food & Beverage: In compliance with the Governor's proclamation, the consumption of food and beverage is not permitted on the premises for the general public from 10PM-6AM.
Open Venues (with limited hours):
- Main + Abbey
- Fuel American Grill
- Anthem Bar
- Lobby Bar
Venue Guidelines:
- Six-foot floor markers will be visible in high-traffic areas. We ask that all guests obey CDC guidelines for social distancing.
- All open food & beverage venues will have new seating configurations that meet the six-foot social distancing guidelines.
- Groups will be limited to no more than 8 people.
- Bar seating will be closed to patrons except for walk-up traffic.
- All team members who work in direct guest-service areas will be wearing face masks.
- Menus will be disposable one-time use to be discarded after each guest and/or digital menus to accommodate thorough sanitization.
- Due to current restrictions on some available products, menus may feature limited items.
- No self-service of food, including condiments, will be available.
- Condiments will be removed from tables and dispensed by team members upon the request of the guest.
- Guests are encouraged to make reservations, when possible.
Temporarily Closed Venues:
- World Tour Buffet
- Sports Bar
- Sports Lounge (except for weekends)
- Yards Bar
Valet & Coat Check
- Due to our phased opening approach, valet and coat check will not be available until further notice.
Hotel
- Hard Rock Hotel is accepting reservations.
- Due to our phased opening approach, the pool will not be available until further notice.
- If a reservation was made with a 3rd party reservation site, please contact them for their cancellation procedures.
Retail
- The Rock Shop will be open daily for limited hours from Sunday – Thursday 12pm to 8pm and Friday – Saturday 12pm-10pm.
Entertainment
- All concerts have been postponed until further notice.
- If you purchased tickets for any postponed shows, they will be valid for the rescheduled show date.
Casino Queen Hours Of Operation Ca
Our Entertainment department will continue to monitor industry-wide protocols as the nation transitions back into allowing larger gatherings. As new protocols are developed, they will be detailed on our website.
