FAQs For Our Guests – UPDATED 3-24-20
Q: Why are you closing?
A: We closed Odawa Casino Petoskey and Mackinaw as a precautionary measure for our guests and team members.
Q: I heard someone tested positive for COVID-19 at the casino.
A: There have been no confirmed cases of positive Coronavirus at our Odawa Casino Properties.
Q: When will you re-open?
A: Currently, there is not a confirmed open date. However, we have extended the date for re-opening on or around April 13. This will be based on an evaluation of circumstances at that time. To stay up to date on our re-opening day, check this page and our social media.
Q: What happens to Pure Rewards player’s card while you are closed?
A: Your Pure Rewards player’s card will remain active and your tier status will be maintained. All point balances will be kept in your account.
Q: What happens to my Pure Rewards player card once you reopen?
A: You will resume receiving your Odawa Casino offers and invitations once daily operations resume. You will be able to keep your current Pure Rewards tier status.
Q: Are all March casino promotions & events all canceled?
A: All March and April casino promotions & events are postponed during the temporary closure period. We will provide updates via website, social channels, mail and email, where applicable, as more information regarding promotions and events becomes available.
Q: What happens to my offers while the casino is closed?
A: Once Odawa Casinos resume daily operations, you will continue receiving your offers and invitations. March offers will no longer be available and future offers will not be available during the closure period.
Q: What if my TITO tickets expire while the casinos are temporarily closed?
A: We are extending the expiration date for slot machine cash out vouchers 60 days from their current expiration dates, if the voucher expiration date occurs during our temporary closure.
Q: Are you cleaning the casino? What were you doing during closure?
A: For several weeks now, casino leadership team has increased preventative measures including increasing cleaning schedules and protocols in areas where germs or viruses can be transmitted, making sanitization stations available throughout the property and issuing guidance to team members to promote social distancing.
A: While the casinos are temporarily closed, we will use the time to do a very thorough deep clean of the entire property. This will include public spaces, offices, and employee areas.
Q: I’m looking for a place to stay, is your hotel open?
A: The Odawa Hotel in Petoskey will be closed. While the hotel is closed, we will be doing a deep cleaning of the property.
Q: If I made a reservation at the Odawa Hotel, can I get a full refund?
A: Please call our Odawa Hotel for refunds and rescheduling. 231-347-6041.
Q: Are you paying your employees while you’re closed?
A: During this temporary closure, our team members will continue to be paid and receive benefits thru the end of March. Any further extension to the casino closure will result in change to this.
Q: How can I get a hold of customer service while you are closed?
A: Please note, during this time our normal operations are closed. If you need to talk to someone, please call 877-442-6464.
Q: What if I had a Birthday offer to redeem during the closure?
A: If you had a birthday in March or April and were not able to use your offer, we will honor your birthday offer thru May 30, 2020.