Hotels are among the most awarded operations at Turning Stone Resort Casino over the last 20 years—since 2004, our overnight accommodations have earned a significant amount of accolades from various sources.

The latest feather in our cap: #1 Best Hotel from Casino Player Magazine.

This award carries special significance because guests are the ones who vote.

According to Roxanne Lucenti, director of hotel operations, the honor pays tribute to the hard work of employees and customer service representatives across the board. The respective staff at our five hotel properties at Turning Stone pride themselves on going out of their way to give guests exactly what they want.

“Our rooms and common spaces are top-notch, and our guest service truly sets us apart,” Roxanne said. “When we earn awards, we’re winning them for the way we make our guests feel. That’s something that matters quite a bit to everyone involved here.”

The feedback loop is alive and well—satisfied guests are happy to toot their horns about us online.

Guests of The Lodge at Turning Stone, for instance, have raved about how concierges and other staff members regularly go above and beyond. Recent feedback extolled housekeepers for the way they cared for a guest’s personal belongings. Other feedback has focused on the willingness of concierges and valets to obtain special items for guests—both from vehicles and from nearby stores. 

We recently have extended this service into the virtual world with a digital concierge that empowers guests to text with the front desk about certain requests.

Taking it a step farther: Roxanne said the next goal is to provide guest service representatives with data to anticipate the needs of guests.

“We’re determined to give guests what they want—so much so that we’re willing to go back and see if there are ways we can serve repeat guests even better,” she said. “This is all part of our commitment to serve our guests in the very best ways possible, and to always give them a reason to want to come back for more.”