TEMPORARY SUSPENSION FREQUENTLY ASKED QUESTIONS (FAQ’S)

The Vernon Downs Casino Hotel management team is united in the effort to stop the spread of Coronavirus (COVID-19), and therefore we continue to follow the direction given by our state authorities to temporarily suspend all property offerings until further notice. This temporary suspension includes all gaming, restaurants, hotel, businesses and recreation facilities on the property.

In these uncertain times, we will do our best to update all guests and followers with the most current information, as well as address some of the top questions that could be on your mind during our closure:

Q. What will happen to my Vernon Rewards points?
A. Your Rewards points (your “spendable” points) will not expire or change during our temporary closure. Your Rewards Club Card will remain active upon reopening.

Q. Are Vernon Rewards Club Levels going to reset on October 1 as originally scheduled?
A. Yes. Club Levels will reset on October 1, 2020 as scheduled but we will adjust the 2020-2021 Club Levels to appropriately reflect the time that we are closed due to COVID-19. We will send out letters informing guests of their club levels and points needed to advance in the months prior to October 1st.

Q. What happens to any unused offers (free play, food, hotel, etc.) that are set to expire during this closure period?
A. Any unredeemed Free Play, Food and Beverage Offers, Hotel Stays, etc. that expire during our closure period will remain expired. New offers and invitations will be issued once we resume daily operations.

Q. What if I had a Birthday offer to redeem during the closure?
A.
If you had a birthday offer that was valid during the closure and were not able to use the offer, we will issue you another birthday offer upon reopening.

Q. What if I had a New Member offer to redeem during the closure?
A. If you had a New Member offer that you were not able to use due to the closure, we will issue you a replacement offer upon reopening.

Q. What happens to the entries I earned for March Promotions?
A. All March Promotions have been canceled. When we schedule our next earned entry promotion, any entries you earned for canceled promotions will be transferred to the new monthly earned entry promotion when it is scheduled. Guests can find out how many current entries they have to the new promotions by visiting the Vernon Rewards Club when we reopen.

Q. I purchased concert tickets. How do I find out the status of concerts and shows?
A. All concerts and shows during our closure have been postponed. Please keep your original tickets you purchased, as they will be valid for the new show date.
* Some show dates may not be postponed as of this time, if they become postponed, we will post an update with a rescheduled show date at that time. This information will be updated and posted to our Website and Facebook pages as we get closer to a scheduled property reopening date.

Q. When are you reopening?
A. At present, we do not have a set date for reopening. Vernon Downs Casino Hotel will continue to closely monitor the situation and wait on direction from the State on when it is safe to reopen. In the meantime, we encourage you to follow the applicable recommendations and directives to keep the number of cases in our community to a minimum.

Q. How can I request my win/loss statement?
A. You can download our win/loss statement PDF request form by going to www.vernondowns.com/gaming/rewards-club/ scroll down to WIN/LOSS STATEMENT REQUEST and click on the download form box. Once you have printed, completed, and signed this form, you may scan and send it to us directly by emailing info@vernondowns.com, fax to the number on the form, or you may also mail it to us at the following address:

Vernon Downs Casino Hotel
Attn: Vernon Rewards Club
4229 Stuhlman Rd
Vernon, NY 13476

Win/loss statement requests will be processed as soon as possible and once completed will be mailed to the address provided on the request form.

Q. I have a hotel reservation I’d like to cancel, how do I do this and will there be a cancellation fee?
A. Hotel reservations through April 30th will automatically be canceled and there will be no cancellation fees charged due to our closure. If you need to cancel a reservation beyond April 30, 2020 or you have any other questions regarding hotel reservations, charges, or a stay, you may contact us at info@vernondowns.com.

Q. I have a question that is not answered above, who can I ask?
A. Please email your question to info@vernondowns.com. We will reply to emails as quickly as possible and direct your message to the appropriate personnel for handling/response.

Additionally, Vernon Downs Casino Hotel will continue to closely evaluate and follow the direction from the government with regard to the safety of our guests, community, and employees. As decisions are made, we will continue to share updates with you via our websites and Facebook Pages.

As we look forward to the day we will get to see you all again, we would like to thank all our loyal guests, followers and employees for your support, patience and understanding. Please stay safe and healthy!

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