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Temporarily Closed to the Public

Caesars Windsor is now open to invited guests for slot play. Due to current operating restrictions, Caesars Windsor remains temporarily closed to the public. For more information please visit caesarswindsor.com/about/faq

Frequently Asked Questions for Invited Guests

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HEALTH & SAFETY

What are you doing to keep guests safe and help prevent the spread COVID-19?

We are focused on creating a comfortable environment for our guests. We have developed a multi-layered health and safety plan, which has been assessed and approved by an expert in infectious diseases to mitigate and reduce the risk of exposure to diseases such as COVID-19. This plan serves as a guide for the safe reopening of our property.

To see an overview of our multi-layered health and safety plan, click here

Are face masks required?

Yes, everyone is required to wear a mask that covers their nose and mouth. A proper face mask completely covers your nose and mouth and is securely fastened with ties or straps.

What precautions are in place for the health of your employees?

All employees are required to pass a Daily Health Check assessment before reporting for work and will receive training on our health and safety guidelines, and enhanced cleaning and sanitizing techniques, including use of PPE.

Employees are provided and required to wear appropriate PPE including masks and must pass a temperature check prior to starting their shift.

Employees are permitted to use front-of-house restrooms and hand sanitizing stations will be conveniently located in order to allow for frequent handwashing.

Work and common areas have been arranged to allow for social distancing.

VISITING CAESARS WINDSOR

Can I park in the Parking Garage? Is Valet open?

Valet parking is temporarily closed.  All guests will use the self-parking garage on Glengarry Avenue. Please respect social distancing guidelines and limit elevator capacity to four guests.

What can I expect upon arrival?

While you will notice many physical changes when you return, we will continue to deliver the same level of friendly service. Our property will be limited to 50 guests at a time. Slot machine banks will be arranged with chairs removed or covered to ensure that customers can maintain a physical distance of at least two metres from each other.

  • Please proceed to the parking garage and use the entrance through the Skybridge*.
  • Your reservation information, including session day and time, will be confirmed at the registration area and you will be asked to validate a health questionnaire before entering the casino.
  • All employees and guests are required to wear a mask that covers their nose and mouth.
  • A valid photo ID and your Caesars Rewards card are required at registration.
  • You will be required to register and will be issued a wristband that must be worn during your entire stay.
  • You must register within 15 minutes after the start of your session time or you may forfeit your spot.  For example, if you have reserved the 10am session, you must register by 10:15am.  Late arrivals will be accepted based on availability.
  • Social distancing markers will ensure guests maintain proper distance as they wait to register. Please follow these markers.
  • Once you arrive at the security podiums, your ID will be required and you will be asked to momentarily remove your mask so we may properly identify you.  You must wear your mask for the duration of your visit.  
  • Complimentary water, coffee and soft drinks will be offered at Cosmos.  Alcohol and limited food items will also be available for purchase from Cosmos.  All restaurants and other outlets will be closed.

Please note that you will be required to exit at the end of your session(s).

* The Skybridge is the entrance for guests with accessibility needs. Wheelchair and scooter rentals are not available during the initial phase of reopening.

What types of games will be available?

During this initial phase of reopening, only slot machines will be available. Table games, restaurants and bars will remain closed at this time. For a list of slot machines available, click here  

Stay tuned for future updates on when table games, hotel and other non-gaming amenities will be available.

GAMING

What cleaning and sanitization protocols will be in place in the casino?

The casino will be actively cleaned throughout the day.

Can I bring a guest?

Your invitation will specify if your offer is for one or two people.

Can I play in more than one session per day?

Invited guests are limited to 2 sessions per day.

Can I show up without an RSVP?

An RSVP is recommended.  Invited guests may visit without a reservation; however based on availability, wait times may be applicable.

How will I know what slot machines are available?

A list of what slot machines available is available for you to view here

Is the poker room open?

The Poker Room will be temporarily closed.

How will I be notified if someone in the casino gets COVID-19?

Windsor-Essex County Health Unit conducts all contact tracing and will notify you if you have been in close contact with someone who has tested positive for COVID-19.

Is food and beverage available?

Complimentary water, coffee and soft drinks will be offered at Cosmos.

Alcohol and limited food items will also be available for purchase from Cosmos.

Guests must be seated to consume any food or beverage items.  Designated tables are available in front of Cosmos.  Masks must remain on unless actively eating or drinking.

Are the smoking areas open?

Yes, there will be designated smoking areas that will be open with social distancing restrictions in place.

RESTAURANTS & AMENITIES 

For your safety, all restaurants, bars, hotel and amenities will remain closed at this time.  Some amenities will be phased in when the resort officially reopens to the public.  Complimentary water, coffee and soft drinks will be offered at Cosmos.  Alcohol and limited food items will also be available for purchase from Cosmos.  Guests must be seated to consume any food or beverage items. Designated tables are available in front of Cosmos.  Masks must remain on unless actively eating or drinking.

THE COLOSSEUM

When will shows and concerts return?

We are monitoring and following health and safety guidelines and plan on reinstating concerts once we are allowed to do so and can provide a comfortable environment for our guests and employees.

Where can I get the latest information on postponed/rescheduled shows?

For specific show information, please visit caesarswindsor.com or ticketmaster.ca.

What should I do with tickets I have already purchased? What happens if I cannot attend a rescheduled show date and require a refund?

Please visit Caesarswindsor.com/shows or ticketmaster.ca for updated show dates and details on upcoming show schedules.

1.    If your event has been rescheduled or postponed, please hold on to your ticket as it will be valid for the new event once announced. You will receive an email from Ticketmaster advising you that refunds will be available for 30 days after the event has been rescheduled for a new date, with instructions on how to receive your refund through your Ticketmaster account. If you choose to call Ticketmaster customer service, please expect significant wait times. 

2.    All cancelled events will be refunded. Due to the high volume of event changes, refunds may take up to 30 days to process for Ticketmaster purchases. 

3.    If you have purchased your ticket from a sales channel other than Ticketmaster, please contact your original point of sale for a refund for any cancelled event.

Refunds for tickets purchased through the Caesars Windsor Box Office will be processed when the property reopens to the public.

For Ticketmaster purchases, once a scheduled show date has been announced for postponed shows, purchasers will have 30 days to request a refund through their Ticketmaster account.

I received a Caesars Rewards concert ticket offer for an upcoming show, booked it, but then it was postponed. Is it still valid for the rescheduled show date? Will I be getting new offers?

All show offers reserved prior to the closure have been cancelled and voided.

Please note: Caesars Windsor is not responsible for lost or stolen tickets. Stay tuned for new rescheduled dates.

HOTEL

In this initial phase, the Hotel, Pool and Health Club will be temporarily closed. Reservations during the closure period that were automatically cancelled have been refunded. Valet will resume at a later date but is open for guest drop-off only at this time.

CAESARS REWARDS

During this initial phase of reopening, the Caesars Rewards Centre will temporarily be closed. Please see below for the latest updates:

Will my offers be affected by the property closure?

The property closure will have no impact on offers.  All prior offers are void and future offers will be based on visits made after the property reopens.

What is Caesars Rewards doing about Caesars Rewards offers and Tier Credits that I missed out on due to the closure? I’m concerned about maintaining my status. Are you offering incentives?

All promotions, offers and special events that were scheduled during the closure have been cancelled. There are no offers/incentives available in this initial stage.

 

Below are changes that have been made to the Caesars Rewards Program:

Extending 2020 Tier Status and Benefits:

2020 Tier Status and benefits will be extended through January 31, 2022 giving members more time to enjoy what they have earned.

Examples:

Member earned Diamond status in 2019 and has an expiration date of 1/31/21. In 2020, they earn a Tier Score less than 12,000.

• The member’s 2020 benefit unused offers will be extended through January 31, 2022.

• The member will not receive Diamond benefits in 2021 because they did not earn a Tier Score of at least 12,000 in 2020.

Member earned Diamond status in 2019 and has an expiration date of 1/31/21. In 2020, they earn a Tier Score more than 12,000.

• The member’s 2020 unused benefit offers will be extended through January 31, 2022.

• The member will receive Diamond benefits in 2021 because they earned a Tier Score of at least 12,000 in 2020. The 2020 benefit will be loaded once the 2019 benefit are used or expired.

Member earned Diamond status in 2020 and has an expiration date of 1/31/22.

• The member’s 2020 unused benefit offers will be extended through January 31, 2022.

• The member will receive Diamond benefits in 2021 because they earned a Tier Score of at least 12,000 in 2020. The 2020 benefit will be loaded once the 2019 benefit are used or expired.

 

 

Making Tier Status Easier to Earn:

i.      Platinum: Now 4,000 Tier Credits (was 5,000 Tier Credits)

ii.     Diamond: Now 12,000 Tier Credits (was 15,000 Tier Credits)

iii.    Diamond Plus: Now 20,000 Tier Credits (was 25,000 Tier Credits)

iv.    Diamond Elite: Now 60,000 Tier Credits (was 75,000 Tier Credits)

v.     Seven Stars: Now 125,000 Tier Credits (was 150,000 Tier Credits)

(Tier requirement changes are for 2020 earning only)

What is Caesars Rewards doing to ensure I still get to take advantage of my status and benefit offers that currently expire on January 31, 2021?

We completely understand your concerns and for that reason, 2020 Tier Status and benefit offers will be extended through January 31, 2022 giving you more time to enjoy what you have earned.

I made Diamond status in 2019. If I use my 2020 tier benefit offers, like the $100 Diamond Celebration Dinner, do I get these benefit offers again in 2021 as part of the extension?

If you use your 2020 benefit offers this year, you will not have them available in 2021. If you do not use your 2020 benefit offers this year, they will be extended and available to use through January 31, 2022. In order to receive benefit offers in 2021, you will have to earn at least 12,000 Tier Credits by December 31, 2020 or 15,000 Tier Credits in 2021.

I made Diamond status in 2020. If I use my 2020 tier benefit offers, like the $100 Diamond Celebration Dinner, do I get these benefit offers again in 2021 as part of the extension?

If you use your 2020 benefit offers this year, you will not have them available in 2021. If you do not use your 2020 benefit offers this year, they will be extended and available to use through January 31, 2022. Since you earned Diamond status for 2021, you will receive the 2021 Diamond benefit offers as well.

I was hoping to reach a higher Tier but due to COVID-19 and not being able visit a property, I don’t think it’s possible now. Are you making any exceptions?

Yes, we are making Tier status easier to earn for 2021.

o Platinum: Now 4,000 Tier Credits (was 5,000 Tier Credits)

o Diamond: Now 12,000 Tier Credits (was 15,000 Tier Credits)

o Diamond Plus: Now 20,000 Tier Credits (was 25,000 Tier Credits)

o Diamond Elite: Now 60,000 Tier Credits (was 75,000 Tier Credits)

o Seven Stars: Now 125,000 Tier Credits (was 150,000 Tier Credits)

Is the modified Tier Score requirements to reach each Tier the same in 2021?

No, the modified Tier Score requirements are only valid for earning in 2020, due to our property closures related to COVID-19.

My 2019 Experience Credit redemption was cancelled. Can I reschedule?

Experience Credits earned in 2019 will be extended until January 31st, 2021 to give you an additional 6 months to reschedule.

Are changes being made to 2020 Experience Credit earning or redemption dates?

There will be no changes made to 2020 Experience Credit earning or redemption dates. 2020 Experience Credits can be earned from January 1 – December 31, 2020. Members have until January 31, 2021 to redeem. Travel must be completed by no later than June 30, 2021.

If a Seven Stars member uses $300 of their $500 Celebration Dinner offer in 2020, but saves the other $200 for 2021, will they receive the first $300 of their 2021 Celebration Dinner offer in February or will they have to use all $500 of their 2020 Celebration Dinner offer before the 2021 Celebration Dinner offer will be loaded?

The member will have to use all $500 of their 2020 Seven Stars Celebration Dinner prior to the 2021 Seven Stars Celebration Dinner offer being loaded.

Do Seven Stars members who earn a Tier Score under 20,000 in 2020 get complimentary access to the Laurel Lounge due to the extension of their Seven Stars status through 1/31/22?

Yes, because the Laurel Lounge application looks at Tier Status Diamond or Seven Stars and for Diamond that they are over 25K. There will be a manual list load for complimentary access for members who earn a Tier Score of at least 20,000 in 2020.

Is 2020 Tier status extended for Diamond members upgraded through Caesars Rewards Partners, like Wyndham Rewards?

Members upgraded through Caesars Rewards Partners will not be automatically extended.

My Reward Credits are due to expire. Is Caesars Rewards extending the expiration date?

Yes, all scheduled Reward Credit expirations have been paused until at least March 31, 2021, only at Caesars Windsor

MISCELLANEOUS

I have a Cash Out Voucher (slot ticket) and was unable to redeem it before you temporarily closed and now it expired. Is it still valid, can I cash it in?

Valid cash out vouchers that have expired during the temporary closure can be redeemed at the main floor Cashier Cage.