Frequently Asked Questions

General Information

Will there be any change to the hours of operation?

Gaming Floor
The gaming floor will be operating at 25% capacity from 8am to 10pm daily until further notice. Currently, our slot machines, Sportsbook 360, and live table games (with the exception of the poker room) are open.

The following table games are currently available for play:

o Blackjack
o Craps
o Roulette
o Baccarat
o 3 Card Poker
o Let It Ride
o Caribbean Stud
o Ultimate Texas Hold’em
o Casino War
o Pai Gow Tiles
o Pai Gow Poker
o Crazy 4 Poker
o Mississippi Stud

Food & Beverage
We have opened select food and beverage options. Following NYS Guidelines, no food or beverage will be permitted on the gaming floor.

RW Food Hall is open daily from 8AM-10PM.
Good Friends Market is open daily from 11AM-5PM.
24/7 Bistro is open daily from 7AM- 10PM.
Cellaio Steak is open for dinner Wednesday through Sunday. Check here for hours and menu.
Empire Lounge is open Friday through Sunday. Check here for hours and menu.

Players Club
The Players Club will be open 10am-10pm.

Resort Operations
The main hotel tower is now taking reservations for all guests. You can book your stay here.

Can guests come to Resorts World Catskills if they don’t live in New York?
To protect New York’s containment of COVID-19, guidelines have been established for out of state travelers. You can read the specifics of these guidelines here. Guests traveling from other states, with the exception of states that are contiguous with New York, will not be permitted to visit Resorts World Catskills until they have completed the mandatory requirements.

Where can I review your safety protocols?
You can read our 21-point safety plan here. We have installed plexiglass barriers for your safety and comfort in the areas where appropriate. Table games, slot machines and service areas have been enhanced. To help with social distancing, floor markers and signage are prominently displayed.

Will the casino adhere to social distancing protocols like the use of personal protective equipment (PPE)?
We require that everyone on property wear a mask. Regulations for your safety, and the safety of others will be followed. We encourage you to bring your own mask, but will have them available upon entry for purchase.

What will you do if a guest or employee comes to the property with a high temperature or symptoms of COVID-19?
Upon arrival, our security team will be conducting noninvasive temperature checks using thermal scanners for both guests and employees. Any guest or team member with a temperature above 100.4 degrees will not be permitted entry.

How often will you be cleaning the property?
The RW Clean Team will be regularly deployed to clean and disinfect high-touch areas for both guests and team members throughout the property. Sanitation stations equipped with hand sanitizer and sanitizing wipes are located on the casino floor and throughout the property to encourage frequent hand washing and to allow guests to clean common areas before touching.

How will Resorts World Catskills communicate new health and safety protocols to onsite guests?
We are following closely the guidelines and recommendations set forth by the New York State Department of Health and the Centers for Disease Control. Our new health and safety protocols will be communicated via signage across the property highlighting the guidelines that have been put into place.

Casino

What live table games are available for play?
The following table games are currently available for play:
o Blackjack
o Craps
o Roulette
o Baccarat
o 3 Card Poker
o Let It Ride
o Caribbean Stud
o Ultimate Texas Hold’em
o Casino War
o Pai Gow Tiles
o Pai Gow Poker
o Crazy 4 Poker
o Mississippi Stud

When will craps and the poker room be available for play?
Resorts World Catskills continues to work diligently with the New York State Gaming Commission on all game approvals.

Is my PIN still the same?
Yes. If you forgot your 4-digit PIN, please stop by the Players Club to reset it. If there have been any changes to your contact information, please make sure to update your account at the Players Club.

Did my Comp Points expire?
No. Points only expire after inactivity. We’re extending the time frame to make sure you’re able to use all your points when you’re ready.

Where are my offers?
New offers are being mailed and will be visible in your Player Portal. Your new offers have current valid dates to ensure you have the very best we have to offer. The calendar is full of great gifts & exciting giveaways so stay tuned.

Will my entries still count?
All entries for the Pick-A-Porsche Giveaway will be rolled into a new drawing date.

Will expired free slot play/match play be honored?
Promotions that have expired are not valid because new offers will be extended. Any players with loyalty offers may be notified by email the valid dates for any offers that have been extended. Please check your mail or Player Portal.

Will lack of play be waived for tier renewal?
The pause in playtime will be taken into consideration when we evaluate your tier card status for 2021.

What if my slot machine cash out voucher expired while Resorts World Catskills was temporarily closed?
We are extending the expiration date for slot machine cash out vouchers an additional 6 months from their current expiration dates if the voucher expiration date occurred on or before March 15, 2020. All vouchers over 365 days old have to be processed by the cage as they will not be accepted at kiosks or slot machines.

Hotel and Dining

Will the hotel be open?
The main hotel tower is now taking reservations for all guests. You can book your stay here.

What if I made a reservation for a date when the hotel will be closed?
All hotel reservations made for dates during the hotel closure will be cancelled and refunded in full. Please note it may take 3-5 business days for the refund to appear. If you would like to cancel or change a reservation, please email [email protected] for assistance. Please provide your confirmation number and reservation name. In the event your reservation was made with a 3rd party, (Booking.com, Expedia, etc.) please contact them directly.

Will your restaurants be open?
We will be opening with select food and beverage options.
RW Food Hall will be open daily from 7AM-12AM.
Good Friends Market will be open daily from 2PM-4AM.
24/7 Bistro will be open daily from 12PM-2AM.

Entertainment

Which canceled events will be rescheduled?
We are committed to be your place to play and will work inside the guidelines regarding the necessary steps to bring back the exciting events you are accustomed to. This includes any and all entertainment in the RW Epicenter. You can stay up to date on the latest entertainment updates here. Some events may not be rescheduled due to the circumstances.

I bought tickets to a show on Ticketmaster but the show has been postponed. What now?
Hang on to your tickets — they will be honored for the new date. Please reach out to Ticketmaster with any questions.