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“Epic Fail 2 years in a row”

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Quinault Beach Resort and Casino
Ranked #10 of 14 Hotels in Ocean Shores
Kirkland, Washington
1 review
common_n_hotel_reviews_1bd8 11 helpful votes
“Epic Fail 2 years in a row”
1 of 5 bubbles Reviewed 24 April 2014

Let me say, the Spa @ the Quinault both times have been excellent and staff is professional and kind. We drove up this year and saw our names on the video board, ‘Happy Anniversary Robert & Alison Mannelin’. It was so sweet and thoughtful, although, that was the last of the warm fuzzies for this trip.

Last year’s Quinault Casino trip was less than satisfactory… this year was to be a make up for last year - bad customer service, being charged for things we didn't use, etc… this year we booked the same room #468, with the same romance package (champagne, choco covered strawberries + $50 food credit, and $100 spa credit) for Sat-Mon @ $699 then we got an additional night for $75 (Mon-Tues). When we get there and check in, first of all, they have construction going on, up on the 4th floor-which nobody bothered to mention to us, either at the time of booking or when we checked in. Then nobody, including, the front desk person mentioned that we were not in the same room—kind of like a bait and switch don’t ya think? Construction was going on right above our studio suite. We were woken up to drills and hammering Sunday and Monday mornings, then, the bathroom light started pouring water out, we changed rooms for the last night.

The customer service still does not act with a purpose, in fact they all seemed like they were being bothered to be sucking the patrons dry.

We complained and was offered a free upgrade for next time if we book the same package… as the newly remodeled room will be more expensive… so… let me get this straight. You want me to pay for the suite we had last year, for next year’s price… and you want me to spend another $699 so you can upgrade us? (BTW, the signs leading up to the casino advertises $79/Sunday-Thursday –so that’s where the $75 for the extra night from Monday – Tuesday, came from + when we got into the room there’s a coupon for the “free upgrade” to the newly remodeled suite.) So now Quinault wants to ‘upgrade’ us to the promo offer that is currently running? I don’t have another $699 + to spend with, and since this was supposed to be making up for the subpar performance last year…

Isn't this supposed to be a RESORT? Or resort = only because the ocean is right there? Other branch hotels in the immediate area are more professional and more affordable.

The only way the Quinault will get us to stay with them again would be to comp us a room and visit for an entire stay
Lots of little things that added up which made the trip laughable. The Cheese not on cheeseburger, the Gas Monkey drawing thing… leave your machine to go redeem the 400 points and hope you get the machine back??? We had the snow crab all you can eat, but you can’t hear the casino or the names being called, so Bob ran back n forth every 30 min to make sure we didn’t get called for the $500. How do you take advantage of more than one promo? Such as the Crab + Gas Monkey, Oh you can’t… right… even the ppl working the crab feast said that the casino does that on purpose, plus, the elevator that is right by the room was also out of order, and at one point, both elevators were not working… When checking the Qcard for points, the desk person tells me I had $5 and some change, I go to cash it out, “oh sorry we only do that in multiples of $10…” SERIOUSLY? Every little thing that could go a loof did.

The Champagne was room temp, the strawberries looked like someone had stolen a few strawberries off the plate. Club card discounts… at the gift shop Chapstick isn’t covered but Blistex is… when the website says view details for Qcard, there aren’t any details.

Normally we are very tolerant to slow customer service and rude workers, but with all the ‘inconveniences’ put together just pushed us over the edge. No, absolutely not acceptable. All of the workers were asking if we enjoyed our stay, to which, we answered no and explained it was too long to list. They said, they were sorry and let them know if we can do anything… Great position for us to be in, thank you Quinault, our honeymoon and first anniversary were good, no thanks to you, and won’t let that stop us from enjoying the ocean next time, but it won’t be with you.

Room Tip: Make sure they are not offering you current promotions as a way to say sorry to you.
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  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
11 Thank Alison M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QuinaultBeach, Director of Hospitality at Quinault Beach Resort and Casino, responded to this review, 5 May 2014
I have seen your posting regarding your recent visit to Quinault Beach Resort and Casino. Thank you for your very valuable feedback.

I was extremely disappointed to hear that you were not informed of our room renovation. We make certain the construction crew does not start any loud work until 9am and does not go beyond 8pm. You should have been informed about this at the time of booking and also when you checked in. For your information the construction on the fourth floor will be completed no later than May 23. We will than have no construction throughout the summer.

You mentioned having to leave your machine to redeem your points. Unfortunately I do not see away around that. You also mentioned not being able to hear the announcements for our hourly drawings during the all you can eat crab buffet. Based on your comments we are going to make the change and allow the announcements for the hourly drawings to be heard in the buffet room.

I was also disappointed in the condition of your gift basket, and will be discussing that with our Director of Food and Beverage, and a bit flabbergasted regarding one type of lip balm being covered on your club card discounts and another not covered. I will definitely correct that situation.

Please accept my sincere apologies for all of the problems you experienced. We will be contacting you directly to offer you some compensation for the issues you had to deal with.
We value your patronage and hope to have future opportunities to be of service.

Warmest Regards,
Julius Kazen
Director of Hospitality
Quinault Beach Resort and Casino
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530 reviews from our community

Traveller rating
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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    3.5 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (186)
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English first
Gig Harbor, Washington
Level Contributor
102 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
5 of 5 bubbles Reviewed 10 April 2014

Just a 2 day get-away at the Washington coast turned out to be a very nice experience. We stayed at the Qunault Casino hotel with a 2nd floor view of the ocean. Wind and rain kept us inside so when we weren't in the casino we were warm and cozy in our room with a fireplace. Check in and check out were very quick and the staff was most friendly and helpful. The room was spacious with comfortable beds, very clean and looked like it had been refurbished. The toilet/bath/shower room separate from the double sinks is a favorite of ours when we travel. We liked the choices for meals favoring the sports bar for a quick meal. The $1.99 breakfast in Emily's or in the sports bar was very good and we also tried the early bird special in Emily's which I believe was under $6.00 and sufficient for an early dinner. We also liked the casino, tho small it had many of our favorite games. We were not bothered by smokers so may have just been lucky as neither of us like even the smell. I noticed the ashtrays were constantly cleaned so that helped. We are definitely heading back to the Quinault.

Room Tip: Pay the extra $20.00 for the ocean view and fireplace. Well worth it.
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  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank loanne55
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QuinaultBeach, Marketing at Quinault Beach Resort and Casino, responded to this review, 16 May 2014
Thank you for your comments! I'm so glad that you enjoyed our fireplaces and the cozy atmosphere, even if it's inclement weather outside. That is exactly what we want for our guests!
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Woodinville, Washington
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 12 March 2014

Two night stay with two other couples was wonderful! Friendly staff, good food, clean, comfortable rooms! Best lemon drop martini ever! Loved the pool and hot tub! Did not use spa, maybe next time! Definitely will return!

Room Tip: Ocean view or not? How much time do you spend in your room at the ocean?
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  • Stayed February 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Penny1492
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QuinaultBeach, Marketing at Quinault Beach Resort and Casino, responded to this review, 16 May 2014
We appreciate you taking the time to review our hotel! Isn't the pool wonderful? We love that you have a view of the ocean from the hot tub. Play hard...rest easy!
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Hoquiam, Washington
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 10 March 2014

I am new to Washington, my most recent visit was to Quinault Beach Resort and Casino. I have worked in some of the finer Resort and Casino's in Las Vegas. I really think the Casino's there could take a few lesson's from the one's here in Washington. I have never seen so many friendly people as I have at this Resort and the cleanliness of the whole Resort is just amazing. The food is great, the people are friendly, it's clean and the slot machine's are just as loose as they are in Nevada. I will return!! My favorite and most helpful person there is BSTR Cindy Rose 2608.

Room Tip: Get a room with the beach view!!
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  • Stayed March 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Dee D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QuinaultBeach, Marketing at Quinault Beach Resort and Casino, responded to this review, 16 May 2014
Thank you for your review- we do appreciate it! We do take pride in the friendliness of our staff - as you found, they are our best asset. We'll be sure to let Cindy know that you mentioned her by name. :)
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Buckley
Level Contributor
80 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
4 of 5 bubbles Reviewed 7 March 2014

My husband and I have stayed here several times but this was the first time I upgraded to a view room which was well worth the $20 extra. The view of the ocean was really nice from the 2nd floor. The room was much larger than the standard room. It was divided by a partial wall, king bed on one side and sitting room on the other side. There was a nice fireplace in the wall that could be seen from either side. The room was very clean and the bed very comfortable. However, even though it was a non-smoking room, we could still smell cigarette smoke. I think it was because the casino was so smokey that room occupants come to the room reeking of smoke, which of course with time makes the room as bad as any room designated for smokers. My husband was of the opinion that the ventilation was so bad that smoke from the casino makes its way into even the non-smoking rooms thru the ventilation system. Either way, a non-smoker will probably find it offensive. Service at the front desk for both check in and check out was friendly but very slow - not a problem. I would rather slow and friendly than fast and unfriendly. I have always liked the casino. It's small and has lots of penny slots. Like the room though, smoke is a serious problem. There are lots of heavy smokers in this area and the ventilation is almost non-existent. I also found that full ash trays, discarded glasses, etc. were more noticeable this visit and wonder if there has been a management change or reduction of employees.

Room Tip: View rooms cost a little more but well worth the extra cost.
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  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank JudyBuckley
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QuinaultBeach, Marketing at Quinault Beach Resort and Casino, responded to this review, 16 May 2014
Thank you so much for your comments - we appreciate that you took the time to share your experience with others. We do have an extensive air handling system that allows our guests to smoke in the casino without compromising the air quality for our non-smoking guests, and I apologize if that was not the case during your visit. We do make every effort to maintain the area for the enjoyment of all of our guests. Do come back and visit again soon!
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Panama City, Florida
Level Contributor
21 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 5 March 2014 via mobile

Our 1 night stay turned into 3. The spa was very good. However the sauna never got very hot. The steam bath was wonderful. The massages were benefical, Tricia was SO helpful & very good @ giving a relaxing massage. Terry was great @ deep tissue massage.The pool, hot tub & fitness room were great! The service was excellent except housing didn't re stock our room when we requested decided to stay longer. The HBO Family channel didn't work. We didn't mind but some may. Emily's was a hit & miss. We didn't care for clam chowder(spice we didnt care for), alder plank salmon(2sweet), pasta with seafood(spice didn't like)& prime rib with crab. The only thing we did like was the prime rib with mushrooms. Our servers Matt & Jason were prompt & friendly. The Lounge French dip was good. The deli French dip & Garden burger were good. The gift shop was good & so were all employees. especially Melissa. The Casino got a lot of money from us. We had a wonderful time. Most likely will be back.

  • Stayed March 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sharon D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QuinaultBeach, Marketing at Quinault Beach Resort and Casino, responded to this review, 16 May 2014
Thank you for your thorough review - we do appreciate the detail that you included! Our employees are an incredible asset, and we are so glad that you were able to enjoy the fine service that these, in particular, provide for our guests. We will be sure to share your comments with them!
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South Bend, Washington
Level Contributor
10 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 bubbles Reviewed 25 February 2014

I stay at the Quinault Casino/Resort often, and cannot praise the staff enough. They are, on the whole, a helpful a friendly bunch of people. The ocean views are fabulous, and seem to go on forever. The bedding and pillows are very comfortable, and I love that they offer complimentary water and Starbucks coffee.

  • Stayed February 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Debra B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
QuinaultBeach, Marketing at Quinault Beach Resort and Casino, responded to this review, 16 May 2014
Thank you for your comments! We are so glad that you enjoyed your stay - please hurry back and visit us again soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Quinault Beach Resort and Casino

Property: Quinault Beach Resort and Casino
Address: 78 State Route 115, Ocean Shores, WA 98569-9796
Phone Number:
Region: United States > Washington > Ocean Shores
Amenities:
Bar / Lounge Beach Casino and Gambling Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#10 On the Beach Hotel in Ocean Shores
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — Quinault Beach Resort and Casino 3.5*
Number of rooms: 158
Official Description (provided by the hotel):
Located on the beach at Ocean Shores, the Quinault Beach Resort and Casino is Washington’s premiere coastal destination. Surrounded by the majestic Pacific Ocean and nestled amidst over 200 acres of protected wetlands, this resort offers views of unparalleled natural beauty from virtually every window. With three restaurants to choose from and a Vegas style casino with over 500 slot machines, a poker room, and 12 table games, Quinault Beach Resort and Casino is sure to become your favorite getaway location! ... more   less 
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Also Known As:
Quinault Beach Hotel Ocean Shores
Quinault Beach Ocean Shores
Quinalt Casino
Quinault Beach Resort

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