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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In the midst of growing concerns regarding Coronavirus (COVID-19) we want to inform you of what Vernon Downs Casino Hotel is doing to maintain a clean and healthy environment for our guests and team members. We continue to actively monitor developments and guidance from the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO) to ensure that we are taking the most comprehensive actions.

Here are some of the added protections that we have put in place:

  • Our employees are required to wash their hands often, and we encourage all our guests to do so as well. It is recommended that hands be vigorously washed with soap and water for at least 20 seconds.
  • We have placed hand sanitizer dispensers throughout the property, especially in high-visibility areas. We are also increasing our reserves of hand sanitizer for use over an extended period.
  • We have increased the frequency of cleaning high-touch surfaces in public areas across our property including casino, hotel, restaurants and bars, spa, fitness center, pool area, public restrooms, hotel rooms, elevators, as well as frequently touched areas on the casino floor.
  • If an employee appears to be suffering from flu-like symptoms, they will be asked to promptly seek appropriate medical attention and to remain at home until they are free of symptoms.
  • We are encouraging guests who are ill to seek appropriate medical attention, and to avoid public exposure as much as possible.

For additional information about COVID-19, please read the latest report from the Centers for Disease Control at www.cdc.gov, or your local health department website.

We appreciate your continued business and loyalty. We are committed to implementing recommendations from the health authorities to give you peace of mind as you visit our properties now and in the future. The health and safety of our guests and employees will always be our most important consideration, especially during these challenging times.

Vernon Downs Casino Hotel is OPEN!
- For your safety, certain occupancy restrictions apply.
Vernon Downs logo on black

Attention ladies and gentleman, Vernon Downs Casino Hotel is Open* with the following exceptions:

  • The Live Entertainment in Ring Eyed Pete’s is canceled until further notice.
  • Champion’s Buffet is closed until further notice.
  • The Wedding Expo on April 5th has been cancelled.

All other areas are fully operational.

Please contact us if you have any questions.

*For your safety, certain occupancy restrictions apply.

In the midst of growing concerns regarding Coronavirus (COVID-19) we want to inform you of what Vernon Downs Casino Hotel is doing to maintain a clean and healthy environment for our guests and team members. We continue to actively monitor developments and guidance from the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO) to ensure that we are taking the most comprehensive actions.

Here are some of the added protections that we have put in place:

  • Our employees are required to wash their hands often, and we encourage all our guests to do so as well. It is recommended that hands be vigorously washed with soap and water for at least 20 seconds.
  • We have placed hand sanitizer dispensers throughout the property, especially in high-visibility areas. We are also increasing our reserves of hand sanitizer for use over an extended period.
  • We have increased the frequency of cleaning high-touch surfaces in public areas across our property including casino, hotel, restaurants and bars, spa, fitness center, pool area, public restrooms, hotel rooms, elevators, as well as frequently touched areas on the casino floor.
  • If an employee appears to be suffering from flu-like symptoms, they will be asked to promptly seek appropriate medical attention and to remain at home until they are free of symptoms.
  • We are encouraging guests who are ill to seek appropriate medical attention, and to avoid public exposure as much as possible.

For additional information about COVID-19, please read the latest report from the Centers for Disease Control at www.cdc.gov, or your local health department website.

We appreciate your continued business and loyalty. We are committed to implementing recommendations from the health authorities to give you peace of mind as you visit our properties now and in the future. The health and safety of our guests and employees will always be our most important consideration, especially during these challenging times.

The Vernon Downs Casino Hotel Management stand with all those directly and indirectly affected by Coronavirus (COVID-19), as communities get ready to face unprecedented challenges and difficult decisions. We have been closely monitoring the news of Coronavirus as reported by the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO). Our highest priority is the safety and health of our patrons, employees, and community. That being said, we have temporarily closed by order of the governor, and have suspended all property operations. We feel this is best step for the safety of our community. If you have questions, we have put together a Temporarily Suspended FAQ.

During this closure period, we will do our absolute best to keep the public updated and answer your questions via our Website and Facebook Pages. If we should decide to open sooner, or feel it is necessary to extend this temporary suspension, we will update them as soon as possible.

As we prepare and navigate through this uncertain time, we will continue to follow guidance from the CDC, WHO, and other medical and government authorities. We also encourage people to follow guidance from the CDC and the WHO, as there is a lot we can do to help prevent the spread of this virus. We will continue to support any efforts that will protect the health and well-being of our communities.

We want to thank all our patrons, followers and employees for your patience and understanding during this difficult time. Please continue to stay safe, and we look forward to seeing you all soon.

The Vernon Downs Casino Hotel Management stand with all those directly and indirectly affected by Coronavirus (COVID-19), as communities get ready to face unprecedented challenges and difficult decisions. We have been closely monitoring the news of Coronavirus as reported by the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO). Our highest priority is the safety and health of our patrons, employees, and community. That being said, we have temporarily closed by order of the governor, and have suspended all property operations. We feel this is best step for the safety of our community. If you have questions, we have put together a Temporarily Suspended FAQ.

During this closure period, we will do our absolute best to keep the public updated and answer your questions via our Website and Facebook Pages. If we should decide to open sooner, or feel it is necessary to extend this temporary suspension, we will update them as soon as possible.

As we prepare and navigate through this uncertain time, we will continue to follow guidance from the CDC, WHO, and other medical and government authorities. We also encourage people to follow guidance from the CDC and the WHO, as there is a lot we can do to help prevent the spread of this virus. We will continue to support any efforts that will protect the health and well-being of our communities.

We want to thank all our patrons, followers and employees for your patience and understanding during this difficult time. Please continue to stay safe, and we look forward to seeing you all soon.