Reopening FAQ

 

Gaming Questions

Question: What changes will be made on the gaming floor?
Face coverings will be mandatory for everyone on the gaming floors at each casino. Smoking is already prohibited at YBR Casino and Sports Book along with Point Place Casino.

Smoking will now also be temporarily prohibited at Casino Blu and The Bingo Hall at Turning Stone Resort Casino. Because of this, guests at Turning Stone who wish to smoke will find designated areas at Matchlight Terrace in Exit 33 and the Transportation Patio adjacent to The Bingo Hall entryway.

In addition, Turning Stone continues to offer smoker-friendly accommodations at The Hotel.

Only beverages consumed with a straw beneath the face covering may be consumed on the gaming floor.

Table game dealers will wear gloves, which we will also have available for guests.

There will be sanitizer at each table and we will ask guests to use it before beginning play.

Question: If Casino Blue and The Bingo Hall at Turning Stone are currently smoke-free, where can guests smoke?
Guests can smoke in designated areas outside of the casinos. At Turning Stone, these areas include Matchlight Terrace and the Transportation Patio.

In addition, Turning Stone continues to offer smoker-friendly accommodations at The Hotel.

Question: Is there anywhere a guest can remove their face coverings?
Guest may remove their face coverings at our restaurants or lounges, once they are seated tableside. However, upon departing the table, guests will be required to place their face covering back on, ensuring the covering covers their nose and mouth completely.

Question: What will happen to my TS Rewards Points?
New TS Rewards Points will be issued.

Question: What happens to my unused Free Play?
If you haven’t already, you will receive new offers.

Question: What happens to the entries I had for upcoming promotions?
All promotions were cancelled during the suspension of operations. If you haven’t already, you’ll receive new offers.

Question: Will there be refunds or payouts for betting tickets from The Lounge with Caesars Sports?
Winning betting tickets can be mailed for processing per the instructions on the back of the ticket. In addition, tickets can be cashed in after we reopen since they are valid for a year.

Question: How can I view my win/loss statement?
You can access your win/loss statement through myturningstone.com 24/7. You can e-mail promotions@turningstone.com for assistance if you have never used myturningstone.com.

Question: What happens to my comps and offers?
As we gradually ramp up our operations and amenities, you will receive offers and updates in the mail and by email.

Question: How will my VIP tier qualification be affected?
We have extended your VIP card level qualifying period. Watch your inbox or mail for details.

General Questions

Question: Is it true that I have to purchase food with any alcoholic beverage?
Yes, all guests ordering alcoholic beverages at any Oneida Nation Enterprise venue must also purchase an accompanying food item with the initial drink(s). Guests are not required to continue ordering food in order to receive additional drinks after the first purchase. Parties may share an appropriate food item with their group while purchasing.

Question: Have all Nation venues reopened?
The first phase is a comprehensive plan that allows selective operations to resume at Turning Stone Resort Casino, YBR Brick Road Casino & Sports Book, Point Place Casino and The Lake House at Sylvan Beach as well as slots at PlayOn and SavOn locations under the conditions of sweeping measures designed to uphold the highest standards of public health.

Question: Will there be limits on guest access to Nation properties?
Yes, to support public efforts to limit spread among regions, we will be limiting guest access if they come from a state that has a seven-day rolling average of positive tests in excess of 10%, or positive cases exceeding 10 per 100,000 residents. We are adopting the same metric recommended by public health officials and adopted by New York State to limit the virus from coming to our region. View the current list of travel-restricted states here.

Question: Are minors allowed in?
Minors under the age of 18 can access non-gaming areas of Turning Stone Resort Casino with an adult who passes screening protocols. Minors under the age of 18 may not access any of the gaming areas at Turning Stone Resort Casino. Minors under the age of 18 also may not access YBR Casino & Sports Book, Point Place Casino or The Lake House.

Question: What safety measures are in place to protect the health of employees?
The Nation’s Reopening Health & Safety Plan entitled “Safer Together” adopts the best practices from gaming and hospitality venues throughout the world and incorporates input from our regional partners, including from neighboring municipalities. The plan prioritizes mandatory face coverings, physical distancing, limiting guest access from travel-restricted states, avoidance of people who are sick, suspension of shows and enhanced cleaning across all of our enterprises.

Question: Will guests and employees be required to wear face coverings and gloves?
Yes, our Phase 1 plan calls for mandatory face coverings and gloves for all employees, guests and visitors in all public areas, wherever feasible.

Question: What types of face coverings are acceptable?
Several options are acceptable, including: Cloth face coverings (sewn, quick cut, bandanas or scarves) that fully cover the nose and mouth and fit snugly against the sides of the face; surgical masks; and N-95 respirators.

Question: What’s an acceptable form of ID?
A valid NYS or Approved Travel State’s ID card with current address.

Question: What if I only live here part of the year?
If you live here during the summer, we need to see your out-of-state driver’s license (or non-driver ID) plus proof of New York State or Approved Travel State’s residency. This might be a utility bill in your name or other official mailing.

Question: What is the screening process for entry?

  • Upon entry, be prepared for a 20-second screening.
  • Swipe your ID proving you are not from a travel-restricted state.
  • Lower your face covering for 3 seconds, and then put face covering back on over your mouth and nose.
  • Grab a dab of hand sanitizer.

Question: Are all entrances open?
Five entrances will be open at Turning Stone. Guests may enter through the main lobby at the Tower Hotel, the 2nd floor parking garage entrance, the casino circle, the Bingo entrance or the entry at The Lodge crossover. All other access points are temporarily exits only.

Entries at Point Place Casino and Yellow Brick Road Casino & Sports Book are limited as well. The main front door entrances are open but side access points are currently exits only.

Question: Will shows at Turning Stone take place as scheduled?
No, there will be no shows in our Showroom or Event Center until mass gatherings like concerts can be offered without undue risk.

Question: I hear there’s a new mobile app?
Yes! Turning Stone is coming to your phone. Our new mobile app lets you check your TS Rewards status, receive personalized gaming offers, find slots and more. It includes information for all three casinos. You can download the Turning Stone Mobile app from the App Store for iOS or Google Play for Android.

Events Questions

Question: We booked a corporate event. Who can I talk to about rescheduling?
Our team is available by phone or online to handle all the details of rescheduling your event or booking a new one. Call 888.361.7958 to talk with a Sales Manager.

Question: What about golf groups? Will we be able to play?
Golf groups are available and we are accepting reservations. We’re available by phone or online to reschedule your golf getaway or help you plan one. Contact our Golf Sales Manager, Kyle Kidder at 315.361.7847 or kyle.kidder@turningstone.com.

Question: I purchased concert tickets. How will I know what’s happening with shows?
If you bought tickets through the Turning Stone Box Office, you’ll receive an email regarding the status of your show. If rescheduled to a later date, your ticket is still good!

If you need a refund for a rescheduled or cancelled show because you cannot attend, please contact ticketmaster.com.

If you purchased your tickets at the Turning Stone Box Office (877.833.7469), a credit card refund may be processed.

Question: We had reservations for The Villages RV Park. What is the status?
We’re open and we look forward to hosting our guests! However, we are restricting guest access if they come from a state that has experienced a seven-day rolling average of positive tests in excess of 10%, or positive cases exceeding 10 per 100,000 residents. We are adopting the same metric recommended by public health officials and adopted by New York State to limit the virus from coming to our region. View the current list of travel-restricted states here.

Question: Where can I get more information about the Health & Safety plan?
To read or download the full “Safer Together” plan, click here.