Guest Health & Safety

SANDIA RESORT AND CASINO COMMITMENT TO SAFETY

SAFETY AND SANITATION PROTOCOL

The health and safety of guests and team members is the top priority at Sandia Resort & Casino. As we reopen, we are taking every measure necessary to provide safety and comfort.

To enhance cleanliness and minimize risk, we have implemented new procedures following public health guidance and industry best practices. These measures include; limiting capacity, social distancing and increased hygiene and sanitation practices.

We will continue to monitor and assess conditions to be proactive in our approach to be above and beyond prescribed guidelines issued by the State of New Mexico.

GUEST SAFETY MEASURES

SANITATION STANDARDS

Mandatory face covering. Guests may be asked to lower the face coverings for identification purpose.

Sanitation wipes and sanitizing stations are available throughout the property

The frequency of cleaning and sanitizing will be increased in all public spaces with an emphasis on frequent contact surfaces including hotel rooms, slot machines and chairs, table games rails and chairs, elevators, door handles, public restrooms, cage counters, kiosks including ATM, and seating area.

Extremely advanced HVAC system utilizes both 100% Outside Air as well as secondary Electrostatic Air Filtration system in place to remove residual contaminants such as biological pathogens and viruses.

PHYSICAL DISTANCING

Guests will be encouraged to practice safe physical distancing of at least six feet separation in all areas of the property (including the any line queues). Any area where guests or team members are required to create a line will be marked for appropriate distancing.

Guests will be encouraged to avoid congregating in large groups.

Layout for casino amenities including slot, table games, restaurants and other social layout will be arranged to ensure appropriate distancing.

CASINO & PROPERTY SAFETY MEASURES

PARKING AND TRANSPORTATION

Valet and Shuttle Services are suspended until further notice.

ELEVATORS

We recommend to our guests and team members that the elevator’s capacity should not exceed four (4) people at one time.

TEAM MEMBER SAFETY MEASURES

SANITATION STANDARDS

All team members are requested to have COVID 19 test.

Mandatory face covering for all team members on property. Gloves are required for some positions.

The frequency of cleaning and sanitizing will be increased in all working areas with an emphasis on frequent contact surfaces.

All team members are required to practice “well hygiene and sanitation protocol” according to CDC and state department of health guidelines.

SOCIAL DISTANCE

Team members are required to practice social and physical distancing from guests as well as other team members whenever possible.

Workstations may be modified to practice social distancing protocol.

TRAINING

All team members will receive training before returning to the workplace including, but not limited to, COVID 19 hygiene, sign & symptom, safety and sanitation protocols.

All team members will be given clear directions on how to respond quickly and appropriately to all presumed cases of COVID 19

FAQs FOR OUR GUESTS

RESORT & AMENITIES

Q: Will points of entry be limited?

A: Occupancy levels will be limited to protect the safety of guests and team members. If occupancy limits are reached, guests might be asked to wait outside the building until the opportunity to enter. If entrances are restricted, proper signage will be posted.

Q: Will smoking be allowed on property?

A: Sandia Resort and Casino is now a Non-Smoking and Vaping Property.

GAMING AND REWARD CLUB INFORMATION

Q: What happened to my Peak Rewards Club Card during the temporary closure?

A: Your player club card will remain active, and your tier status will be maintained until November 30, 2020

Q: What happens to my current free play and resort credits offers on my Peak Club Card during the temporary closure?

A: New offers will be issued following our standard business practices once we resume operations.

Q: What happens to my Peak Club Card account once you reopen?

A: Your Player Club Card account will be maintained until November 30, 2020. Points accumulated before the temporary closure can be redeemed as usual.

Q: How do I access my win-loss statement?

A: Guests can request their win-loss statement here.

Q: Can I cash out gaming vouchers/tickets?

A: We are extending the expiration date for slot machine cash out vouchers that expired on or after March 17, 2020 to December 31, 2020

ENTERTAINMENT

Q: When will live entertainment resume?

A: To protect our guests and team members, all entertainment scheduled in 2020 is cancelled. We may resume entertainment in 2021.

Q: What is the ticketing refund policy for all Sandia Resort & Casino concerts?

A: All of the ticketing online transaction will be refunded automatically from the system when we officially announce show cancellation. For the ticketing cash transaction, please bring your tickets to our box office for a refund within thirty (30) days of reopening.

FOR MORE INFORMATION

Your health and safety is very important to us. If you have specific questions about these procedures and protocols, please direct inquiries to our team via our contact form.


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