Below are standard responses relating to any guest questions or concerns relating to North Star Mohican Casino Resort as of May 27, 2020
WHAT ARE OUR CURRENT AND FUTURE HEALTH AND SAFETY INITIATIVES?
All current health and safety efforts are listed in our press room.
WHEN WILL WE REOPEN?
- We are reopening on May 26th at 8am.
- Bingo and table games will remain closed until further notice.
WHAT ARE YOUR CURRENT OPERATIONAL HOURS?
Starting May 27th, we will be closing the casino daily from 3am until 7am for deep cleaning procedures. The hotel will remain open 24/7.
Hotel: Hotel hours will resume as normal upon reopening with temporary limited capacity.
Gift Shop: Gift shop hours will continue as normal on May 26th.
Food and Drink Outlets:
- Aroma Deli: The deli will serve food from 11am to 2am daily with a limited menu. Overflow seating will occur in The Groove.
- Embers Grill: Embers will be open daily from 6am to 10pm daily with a limited menu.
- The Groove: The Groove will not be serving food at this time. However, the bar will be open with normal hours.
- Gravity Bar: Open 11am to 2am daily.
Seating will be limited and social distancing will be enforced at The Gravity Bar and The Groove bar.
WHERE CAN I PARK?
Guests are encouraged to park in our main parking lot in front of the casino or on the east side parking lot near the bingo entrance. The parking ramp is temporarily closed for guests.
WHAT ARE THE NEW REQUIREMENTS AT NORTH STAR?
All guests and employees will be asked to participate in a non-invasive health screen upon entering the building, including a temperature check.
All guests, visitors, and employees are required to wear a mask that covers their nose and mouth. Guests may temporarily remove their masks while enjoying food and drinks.
Effective immediately, no smoking is allowed inside the building until further notice.
ENTERTAINMENT & EVENTS
WHAT EVENTS OR ENTERTAINMENT ARE POSTPONED?
Eddie Montgomery, Black Label Society, Michael Bolton, and Jeff Foxworthy are all postponed at this time. Rescheduled dates are as follows:
- Black Label Society: August 14, 2020
- Michael Bolton: August 28, 2020
- Jeff Foxworthy: October 2, 2020
- Eddie Montgomery: December 18, 2020
All entertainment on the floor, The Groove, and The Galaxy Lounge has been cancelled through June 30th. Continuing entertainment at The Groove, Galaxy Lounge and on the floor is TBD.
All tickets purchased for postponed shows will be honored on future event dates.
HOW DO I RECEIVE REFUNDS?
Customers can receive refunds if they ordered online through www.startickets.com or by calling Star Tickets. Tickets that were purchased through North Star Mohican Casino Resort at the Star Club can be refunded in person upon our reopening on May 26th.
WHEN WILL EVENTS BE RESCHEDULED?
Rescheduled event dates are available throughout our website on the entertainment page and on social media pages.
Additional questions can be directed to Marie at firstname.lastname@example.org or 715-787-2536
CAN I REMAIN IN MY HOTEL ROOM EVEN THOUGH THE CASINO WILL BE CLOSED FROM 3AM TO 7AM?
Yes, the hotel hours will remain as usual starting May 27th. Hotel check-in/out will continue as normal.
IS THE RV PARK OPEN?
No. The RV park will remain closed until further notice.
HOW DO I CANCEL RESERVATIONS?
To cancel reservation please call 1-715-787-3110 and press option #5. As a courtesy, all reservations from March 21st through May 26th are automatically cancelled. If you have a hotel room booked after May 26th, including stays on show nights, we ask that you call and reschedule or cancel.
WILL MY SAME HOTEL RATE BE HONORED IF I BOOK FOLLOWING REOPEN?
Variable rate applies based on availability and occupancy. Rates will be determined upon reopening date.
FOOD & BEVERAGE
WHAT OUTLETS ARE OPEN?
Food and drink outlets are open upon reopening on May 26th with limited dining options. The Groove will temporarily be open for drink service only. See above for adjusted hours and limitations.
All buffets are discontinued until further notice and plated menu items will be served.
WILL YOU STILL OFFER CATERING SERVICES?
All catering services are suspended until further notice.
GAMING (SLOTS, TABLE GAMES, & BINGO)
WILL TICKET VOUCHERS BE VALID WHEN WE REOPEN?
Ticket vouchers expiring between March 21st and the reopening date will need to be brought to the cage cashier to be redeemed.
Is my table games offer redeemable?
Yes, you can bring your offer to the Star Club and redeem your offer for points.
All table games are closed until further notice.
All bingo sessions are closed until further notice.
ARE BUS PROGRAMS STILL RUNNING?
All bus programs are discontinued until further notice.
WHAT WILL HAPPEN TO CURRENT STAR GAZER/MAILER OFFERS?
Your unused mailer offers will expire as normal. You will receive your upcoming offers soon, and they will be valid as stated on the coupons once we reopen.
March birthday mailers will be analyzed on a case by case basis. April and May birthday mailers will be valid the month of June.
WILL MY OFFERS DROP BECAUSE I CAN’T PLAY DURING THE CLOSURE?
No, the closure will not affect your future mailings. Your offers are based only on play you have while using your Star Club card.
WILL THE CLOSURE AFFECT MY TIER LEVEL?
No, the tier level will be re-evaluated after June 30th and special considerations will be made for those who are close to upgrading or maintaining tier level.
WILL I RECEIVE MY MAILERS LATE?
The temporary closure will not change mailing dates. Delays or closures within the United States Postal Service could have an impact, but we have not been notified of anything at this time. If you are concerned, please contact your local Post Office.
I WANT TO CHANGE/UPDATE MY MAILING ADDRESS
These matters can be handled by emailing your information to our Database Marketing Manager at Kimberly.email@example.com
WHAT HAPPENS TO FREE GIFTS?
North Star will resume offering promotional gifts beginning on Sunday, June 14th.
Guests who were not able to pick up week 3 (casserole pan) will be able to pick up the week of June 14th (Sunday, Monday, and Wednesday). Week 4 (2 grill grids) will be made available for pick beginning Sunday, June 21st (Sunday, Monday, and Wednesday, 10am-8pm).
The April gift (garden tool set) will begin to be distributed on Sunday, July 5th and will repeat each week for the month of July with the established days and times (Sunday, Monday, and Wednesday, 10am to 8pm).
The players who qualified for the offer already received the mailer back in March. Those players are still eligible to redeem the offer, regardless if they retained the mailer or not. Guests will not receive another mailer and will be notified through other forms of communication.
WHEN WILL POSTPONED MARCH PROMOTIONAL DRAWINGS BE HELD?
Table Games – Clubbing for Cash
The final drawing for the 2nd table games drawing is TBD upon reopening of table games. All tickets in the drawing barrel are being retained and any outstanding tickets (players holding them) will be given enough time to deposit their tickets upon return.
Greener Pastures (John Deere Tractor)
The new drawing date for the Greener Pastures promotion is scheduled for Friday, June 12th at 8pm. The Saturday Bonus 8x points will be on Saturday June 6th.
WHAT WILL HAPPEN TO OUR ENTRIES?
Current entries for drawings will be held until the time of the rescheduled drawing.
All promotional dates are tentative and subject to change
WILL THERE BE ANY OTHER PROMOTIONS IN MAY?
The only promotion scheduled for the remaining month of May is Senior Day Tuesday, for May 26th. All seniors 50+ years who earn 5 points will received $10 in free play.
HOW WILL THE TEMPORARY CLOSURE AFFECT MY POINT ACCUMULATION?
Please contact your host. Accounts will be frozen effective March 20th, 2020 and appropriate staff will analyze point accumulation on a case by case basis.
WILL THE TEMPORARY CLOSURE AFFECT MY TIER STATUS?
No, player development and management will analyze on a case by case basis. Please contact your host.
SPONSORSHIP & DONATIONS
WILL MY STAY AND PLAY PACKAGE OR FREE PLAY WON AT EVENTS, ETC. EXPIRE?
We will honor all stay and play packages and free play that was received through a donation or sponsorship for an extended 120 days past expiration date as of March 21st. All packages that expire prior to March 21st will not be honored with the 120-day extension.
WILL I STILL RECEIVE A RESPONSE FOR MY SPONSORSHIP OR DONATION REQUEST?
All sponsorship or donation requests will be answered upon reopening. This is subject to change if appropriate staffing is available.
WILL I STILL RECEIVE MY WIN/LOSS STATEMENT UPON REQUEST?
We will continue to process Win/Loss statements and send out. This process may take a little longer due to shut down.