My husband and I have never stayed overnight in Blackhawk and thought Lady Luck would be a great place to stay. We intended on hitting the casino but I had come down with cold or something and decided to stay in the room. It was the worst customer service experience I have ever had! We walked in and no one was standing at the check in desk , but we saw a kiosk that said select/out and tried to use that, it didn't work so we waited and an employee came out to the desk sending us on a wolf good chase with all our luggage, couldn't find a cart, to the other side of the hotel walked through the casino and finally made it to a live person, then we were sent right back, Where we started. We got to our room, 1137, and it didn't smell clean, it didn't look as though it had been cleaned at all. It was extremely hot in the room and there was no air conditioning, thermostat didn't work, so we opened the window and a screen was not secured in the window, so. dangerous, only one outlet worked and only one of the 2 ports actually worked so we could either charge our phone off the laptop while it was plugged in or have a lamp. We had no clue where food was or if there was room service, so we tried Uber eats because they did say that and it never worked, found out driving to the fast food place and they told us. We had attempted to call the from the room but no answer, probably since no one was there. So I wrote our issues down so we could tell them when we checked out, which was at 630 am, again no one at the front desk. We called right when we left and explained our issues with our stay and the staff member said that they only had 2 of them because one staff left without telling anyone and 2 others were on vacation at the same time, so they were working long hours too and they couldn't really do anything to compensate or help us in this situation this was a terrible hotel stay.

I believe this place poses a health risk due to negligent practices, and it provides misleading information online and does not sufficiently address issues or customer satisfaction. Late in the evening of my stay my room was uncomfortably warm, despite the window being open all night and an outside temp of 27F. I called the front desk, asked for help, and let them know I have MS, which requires that I not get overheated. I was told that due to the hotel's age the cooling system in the rooms were shut off for the winter. I asked for a fan (there was no ceiling fan as advertised for this hotel on their website) and was told none were available. I asked what else could be done and was told that someone from the engineering dept could take a look in about 30 min. The maintenance employee, who responded told us the room's temp was 83F, which wasn't normal at all, and that the cooling system wasn't actually shut down in this building, but many employees didn't realize this. She opened the hvac panel to reveal a unit caked in dust and a furnace filter dated 6/14/24, and said the dirt had clogged the system. She removed the filter, fiddled around, and got cool air to come from the vent, but said it still wasn't fully working and she'd look for a fan. She returned later, saying none were available and she'd asked their other property to bring one by if found. She noted that the room temp had come down slightly and offered to disconnect the heating element altogether, warning this would prevent us from using heat if it got too cold. After disconnecting the heat she asked if there was anything else she could do and suggested that if it didn't cool down enough we request a different room. She left the hvac unit loosly covered by its door so that we wouldn't inhale too much of the dust inside. The room eventually cooled down but since this all left us with little time to sleep, I called the front desk to ask for a late checkout. I was told we could stay until 11:30 without a charge, but they couldn't let us stay later without a fee, and that I could reach a manager between 9 and 10 am to discuss further. Next morning I spoke with assistant manager Neil, who made strange excuses for the situation, repeating the explanation that the system required the cooling element to be shut off in winter (though it worked again with the dirty filter and door removed), and said that we purchased the room through a 3rd party app so this ac situation wasn't posted there (yet it wasn't posted on the hotel's actual site either). When I pointed out that the heat had actually been stuck on and that the hvac system was caked in dirt, he said that it might be due to protocol, maybe it's only supposed to be serviced every 6 months or annually. When I said the filter wasn't changed for 1.5 yrs, he only replied that the hvac system required the cooling part be shut off in winter. When I noted that their employee said otherwise he said she was incorrect, and then ignored when I said she actually got the cooling to work. He again went into how old the building was and said he'd offer a comp if the issue wasn't due to the building setup, and when I explained again that it was clearly a maintenance issue, he said since the issue was at least in part due to the building setup he could offer to comp a noon checkout instead of 11:30. He said there was no manager on duty when I inquired, and then informed me that all rooms would have fans by April, which is great, but it ignored the main issue and did nothing to address a very bad experience. Attached pics show the hvac system, which was left open all night without any filter. I've inspected hotel hvac systems as part of quality assessment work, so I know this is not normal or acceptable, nor is the manner in which it was addressed. Only the maintenance employee seemed genuinely knowledgeable, concerned, and willing to help. The unhealthy conditions and a lack of competence in management addressing this or customer satisfaction were so disappointing.

MOLD IN THE BATHROOM! Grey mold, yellow mold, and pink mold. Gaps between the tile and it's smells weird. I turned on the ac, because someone left the heat on when I checked in. The ac doesn't get cold at all, it doesn't work! I gotta sweat all night? The room was free and I see why. Maybe this room is for guests who have a free room. Its not very good. Its too damn hot! Jillian or Jullious was great at the front desk, sorry I forgot his name. But the chubby 50 something white lady with blonde hair was Hella rude, not to me but him. He asked for help and she acted like he's stupid. I almost spoke up for him but I bit my tongue just like he did. I would be fired immediately working with someone that has no respect for co workers. I would've cussed her out immediately. She has no business talking to her co-workers the way she did. Passive aggressive like.

Worst customer service I have ever experienced. The employees are absolutely terrible. Every time I wanted a drink they would ignore me and take at least 30 minutes to take my order. I watched the server offer refills to other customers and give service to other customers that can after me. I never give bad reviews but this was the most terrible experience I have ever had in my life. At the restaurants in the resort, they were even worse. I actually waited in line for over an hour for breakfast and was told when I was close to being seated they were no longer taking tables. Later that night I waited in line for similar time only to be told they would be closing shortly and would not be taking any more tables . It was only 9pm when they turned us away for a second time . On top of that they do not offer tap to pay or offer wire transfers. By far the worst experience I have ever had.

Service is not good. No one is a the front desk after 10pm so you have to walk all the way down to Horseshoe front desk for assistance. I spoke with the front desk about removing late checkout and they said it would be fine. However, when I actually checked out on time they said the late check out fee coukd not be removed regardless. Dogs nonstop barking in rooms next to us and no one addressed it after complaining. Apparently we were put on the 12th floor - which is the dog floor - and no one warned us. Truly you get less than you paid for. NOT a good value. Even their rewards system is subpar and the casino floor is very basic with unfriendly bartenders that serve small drinks.

Unfortunately this is a one and done experience for me. The only positive is the hotel rooms seemed relatively clean. However, the walls are paper thin and you can hear every word your neighbor says at all hours. The rooms are insanely warm (and we stayed in the middle of November), so much so I couldn’t sleep a single minute, nor could my dogs. They panted and whined all night while we tried desperately to keep them as cool as possible. You can’t set the temperature in the room. Your only option is “hot/cold”, fan “on/off” (and the fan is a joke with no force). They let you open your window 4 whole inches to let air in, but then have side to side curtains you have to draw, keeping the cool air out, unless you want to sleep with huge, bright lights shining in your room. There is no restaurant on site and the hotel check in site seems like an afterthought as it’s miles from both Lady Luck and Horseshoe. Despite being a pet-friendly hotel, there is also no grass/earth anywhere near this hotel to take your dog out to. And all rooms seemed to be pet-friendly so those with allergies be aware. Staff was also nowhere to be found throughout most of our stay, so we weren’t even able to address our complaints.

My experience is in reference to the casino, not the hotel. First-time visitor to this Lady Luck casino. We walked over from the Monarch casino just to explore the rest of the area. Firstly, we were warmly greeted upon entry (a major plus). The customer service was much better than the Monarch casino. Additionally, I appreciate the fact that this casino is smoke-free. We stayed roughly 2 hours and everyone left with something extra in their pocket. No complaints- definitely an enjoyable visit. ?

My partner and I only stayed for one night, but we both liked the room very much. Parking is attached, so it was an easy haul for suitcases. My only complaint was about the check-in process. We tried to check in about 90 minutes early, and the staff was only just arriving at the desk. We were told there was a fee. Understandable. So, we waited. We ate and came back to the desk 15 minutes early and were told to wait or pay the fee. We sat in chairs opposite the desk for 15 minutes, and then checked in. I get that rules are rules, but that was totally silly. I really liked the shampoo and conditioner. The room was updated and super clean. Best hotel shower I've ever had (great water pressure, and hot water came really quick). Bonus tip: If you walk outside and go down the street passed the train, there's a little pedestrian walkway along a crick. You hear a lot of road noise, but it's a nice little walk.