Gila River Resorts & Casinos – Wild Horse Pass

We have always had little issues with the rooms or the service on the resort side but brushed it off because we get rooms for free. But this last stay was it for us. We got 4 free nights and booked an upgraded room (paid the difference) for a corner suite. Room is nice. Weirdly appointed because of it being on a corner but it’s good sized. Day one we arrived and went down to the casino which we LOVE. Friendly staff. And we have always been pretty lucky there. Grabbed quick dinner at the food court (burgers, yum) and decided to head to the pool around 6:30pm. We always go to the serenity pool which is 21 plus since we are older and just looking for quiet. Immediately noticed the entire pool deck was a disaster. Old food and drinks everywhere. Birds picking at all the old nachos and left over sandwich bits. This meant food on just about every lounger and literally 50 old drink cups full of bugs. Towels strewn about and all the sitting areas a mess. We found a spot to clean off and sit and entered the pool. After a few minutes I decided to go use the spa. Turn the dial to start the Jets and nothing happened. Must be out of order. But I decided to sit in it anyway for a little bit. With a few minutes two ladies showed up with two toddlers and joined me in the hot tub. First of all toddlers should never be in a hot tub but they certainly shouldn’t be in one that’s marked 21 and over. So much for relaxing. After this I decided to address the issue with the front desk. I’ll let them know what was going on. Someone from security came out and asked the women to use the all ages area which they did. No one addressed the mess and we went back to our rooms. The next day was to be an exciting day because it was my birthday and my wife purchased a cabana for the day in the serenity pool area. It was scheduled for 11 o’clock but we decided to head down at 10:30 to swim for a little. When I entered the pool area I could not believe my eyes. All the same mess from the night before and even more! Nobody had cleaned anything. Even though we weren’t due to Start using the cabana until 11 o’clock we went over and peaked in to find french fries straw wrappers and other junk strewn about the floor. These cabanas are not cheap they’re $350 a day. We would expect much better. This time my wife went to the front desk and let them know what was going on. About 15 minutes later to maintenance people came out and started cleaning up the pool area. They were very nice but did let us know this was not their job. They said there is a pool staff that is supposed to take care of cleaning and maintaining the area. The address the pool area but did not clean the cabana. Just before 11 someone showed up from the cabana team to start setting them up. This did not include cleaning of any kind. This was them bringing us buckets of ice waters and letting us know that a waitress would be around for us. It took a little while but someone finally came to take our drink orders and we let them know what was going on. They couldn’t care less. Another group showed up for their cabana and let us know they were told it was going to be a sold out day for all the cabanas. Which was fine. That is until people started showing up with kids! Ranging in ages from one up to 15. 10 or 12 of them. Before I even got a chance to say anything one of the other groups that had a cabana went to the weight staff and let them know that this was not acceptable. The security person came down spoke to them but did nothing to rectify the situation. We decided we were leaving and we’re not going to pay for the cabana. I spoke to a manager and let them know and we left. Someone reached out to me via email to ask me what happened. I explained to them in detail just like this exactly what happened and received no response. I know this isn’t the Las Vegas strip but if you’re gonna charge people these prices you should at least Have Good service in a clean area.

The stay was great. I was very comfortable. I did add an extra for luxury pillows and I don't think I received them but I still slept good. Loved my stay.

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Two problems. We had a fire alarm go off (which is fine) BUT when it was over we were told its over and then five minutes later awakened again to be told by another voice that it was over. I did not get back to sleep for three hours. Need a place to sit WITHOUT music blaring. I sat on cigarette bench as only quiet place outdoors.

Great service

Easily accessible had a lot of food options. Staff was friendly

Great restaurant and beautiful hotel.

Every one was so nice and the pool was amazing.

Fantastic.

Everything was so beautiful and sooo clean!! Great staff met amazing people! Can't wait to come back