Dear Valued Guest,
When I moved to Cincinnati a few short months ago, I immediately fell in love with the city and its people. Who could have imagined we would all be facing a world-wide emergency such as this? I can sincerely say I would not want to be anywhere else during this time and remain impressed by the perseverance, grit, and spirit of Cincinnatians. These are unprecedented times mandating global safety efforts to avoid and reduce the risk of infection due to coronavirus.
While our doors remain temporarily closed as per Governor DeWine's executive order, we continue navigating uncharted waters together as a dynamic city within the great State of Ohio. Thankfully we have had no team members report a positive COVID-19 result. Team members are critical to our organization, and without them, we are simply a building made up of bricks and mortar. They are the ones who bring our mission and values to life, the heart and soul of our organization, and I value their dedication and willingness to amplify the services and experiences they provide to our guests each day.
These team members deserve nothing less than our unwavering support during this difficult time and I am extremely grateful we have been able to extend pay and paid time off benefits and have extended health and insurance benefits through April 30. Thanks to today’s technology, several of our team members are working remotely. We continue communicating updates to team members and are ready to welcome all team members and guests back once we are approved to safely open our doors again.
So, what have we been up to during this time?
Limited security and surveillance staff continue working on the property as per regulatory requirements while maintaining social distancing. Members of our facilities team are also working in limited numbers around the clock to ensure the physical building remains operational until we can open. In January we began implementing elevated levels of cleaning, sanitizing and disinfecting of all high-touch surface areas. With the property vacant of guests, we continue our rigorous sanitizing and disinfecting protocols including restaurants, kitchens, casino, lounges, all public areas, and back of the house team member areas in preparation for your arrival.
Team members are excited to welcome guests back. You will notice the carpets have been deep cleaned and sanitized. Slot machines have been cleaned inside and out. All casino chips, racks, tables, and all surfaces have been individually sanitized. When we completed these tasks, we turned our focus upwards and began disinfecting the ductwork, filters, and the air handling system.
During this time, we are fortunate to sustain our regular mission of partnering with local food banks and kitchens. Our doors may be closed however our hearts remain open and to date, we were able to donate over 14 pallets of fresh produce, perishable items, bread, and a bounty of other items to those in need.
Social distancing provided new ways to remain connected. We even had some fun launching our new Social Casino and Social Blackjack App. Video conferencing allows us to connect in preparation for your arrival, as we continue working on new promotions, free play offers and giveaways when you return.
As I continue settling into my role as president of the soon to be Hard Rock Casino, Cincinnati, I wish to convey to you the following: the health, safety, and well-being of you, your families and our team members are always our top priority. To our Wild Card members, thank you for your patience during this time, for always being a loyal guest and for your appreciation of our team. I am grateful you choose our property as your entertainment destination.
“We will get through this together” as Governor DeWine encourages us to remember. Our hearts and thoughts go out to the people who have been impacted during these extraordinary times and we appreciate our amazing healthcare workers, local communities, and governments working tirelessly on the front lines to contain the coronavirus from spreading.
A heartfelt thanks to you, the City of Cincinnati. You rock! I am proud to be your neighbor and one of your newest residents in the downtown area. It will surely be a beautiful day in the neighborhood again when my team members and I can welcome everyone back to our home.
President, Hard Rock Casino Cincinnati
As of now, we do not have a firm date of when we will reopen. The health and well-being of our guests and team members is always our number one priority. We remain compliant with our public health authorities and government officials who will determine safe protocols for when operations of all licensed casinos in the state may resume. Once we are notified of a date, we will provide notice to our valued guests via email, social media accounts, and our website.
Any slot machine cash out voucher that expired between March 13th, 2020 and the date we reopen will be extended for an additional 90 days from the date of opening.
Your Wild Card Tier Points will not expire or change during our temporary closing. Your Wild Card will remain active and your tier status will be the same as it was prior to the temporary closing when we reopen.
As of March 13th, 2020, unused comp dollar balances remain the same. Unused comp dollars will be extended for an additional 60 days from the date we reopen.
All Bounce Back offers from play beginning on 2/27/20 will be reinstated. An email will be sent to notify you when these previously expired offers have been reinstated once we are approved to reopen. You will receive new bonus free play offers and invitations based on your prior play with us once our temporary closure concludes.
Planned gift giveaways will be rescheduled based on the continued availability of each specific gift. Qualified guests will be notified of the new dates and times.
Yes, you can, at Hard Rock Social Casino you can play your favorite slot games as well as blackjack and poker online for fun. You can download it from your app store on your mobile device or visit us online at www.hardrockcasinocincinnati.com, Click “PLAY ONLINE” at the top of the opening page.
Please send us an email by logging on at www.hardrockcasinocincinnati.com and click “contact us” to generate an email. Please be sure to include your name and Wild Card player number with your request for the win/loss statement.
All gaming and restaurant reservations are suspended until further notice.
Please follow us on our social media channels. Stay safe and healthy, and we can’t wait to welcome you back soon.