IMPORTANT INFORMATION FOR OUR GUESTS
Update: March 25, 2020:
TEMPORARY CLOSURE EXTENDED
Since announcing a temporary closure of Grand Casino, we have been actively working to make plans for our reopening, including a thorough cleaning and sanitization of the property, additional training for some Associates, and strategic planning sessions about new best practices. During this time, we have been closely following the day-to-day updates and changes in guidance from the CDC, the Minnesota Department of Health, and our state and federal leaders.
While our properties have reopening plans in place and our teams are poised and ready to go, the reality is that the threat of COVID-19 remains too high for high-traffic businesses like ours to reopen at this time. Therefore, we are planning to extend our temporary closure for an additional 14 days. We will continue to reassess the situation daily and will provide an update in a few weeks about our plans for reopening.
When we made the unprecedented decision to temporarily close, we did so to protect the safety and wellbeing of our Associates, Guests, and community. Grand Casino is extending its pay for hourly and salaried Associates for an additional 14 days. This means Associates will continue to be paid through the end of the pay period — Sunday, April 12, 2020.
We appreciate our Associates, and we appreciate you — our valued Guests. Our commitment to you is that when we reopen our doors, Grand Casino will deliver the clean, safe, friendly, and fun experience you’ve come to expect at our properties.
We look forward to sharing stories with you soon!
March 16, 2020:
TEMPORARY CLOSURE ANNOUNCED
ONAMIA, Minn., and HINCKLEY, Minn. — Grand Casino announced a voluntary, temporary closure of casino operations at Grand Casino Mille Lacs and Grand Casino Hinckley starting at 4 p.m. on March 16 to help fight the spread of COVID-19. The initial plan is for a 14-day closure, but conditions will be reassessed before a firm reopen date is announced. While there have been no reported cases of COVID-19 at either property, Grand Casino sees this as a responsible, proactive decision that places the wellbeing of its Associates, Guests, and local communities at the forefront.
While the casinos are closing to the public, Grand Casino plans to leverage its resources to continue to serve the community. As a part of Mille Lacs Corporate Ventures’ Adopt-a-School program, the casinos will provide lunch to students in need who attend public schools in Onamia, Isle, Hinckley-Finlayson, McGregor, and Nay Ah Shing lower and upper schools. In addition, the casinos will help the Mille Lacs Band community.
Since the coronavirus threat began, Grand Casino has implemented rigorous CDC-recommended protocols, including increased daily cleaning regimens at both facilities, putting practices into place to safeguard its Associates by offering up to 14 days paid sick time, cancelling or postponing events, and temporarily shutting down venues, just to name a few. For a full list of preventative measures the casino has taken, please click here.
“We developed a cross-functional COVID-19 preparedness team that meets regularly. The team has evaluated preparedness and increased measures to protect our Associates, Guests, and communities,” said Joe Nayquonabe, CEO of Mille Lacs Corporate Ventures, the parent company that owns Grand Casinos. “Since Governor Walz’s announcement, we have reflected on the leadership that businesses like ours must demonstrate during a time like this and decided to temporarily close our casino operations in order to keep that protection in place.”
During the temporary closure, the casinos will continue to pay both salaried and hourly positions. Both properties will also undergo an intense cleaning process to further protect Guests and Associates upon reopening.
“We look forward to welcoming our valued Guests and Associates back,” Nayquonabe continued. “We thank our Associates for all their hard work and our Guests for their continued support during this uncharted time. The wellbeing of our Guests, Associates, and communities is a paramount concern, and we are confident this temporary closure is in their best interests.”
Q: When are you reopening?
A: Grand Casino voluntarily and temporarily closed Grand Casino Mille Lacs and Grand Casino Hinckley for 14 days beginning March 16. While our properties have reopening plans in place and our teams are poised and ready to go, the reality is that the threat of COVID-19 remains too high for businesses like ours to reopen at this time. Therefore, we are planning to extend our temporary closure for an additional 14 days until April 13, 2020, and will continue to reassess the situation during this unprecedented time.
During this temporary closure, we have been actively working to make plans for our reopening, including a thorough cleaning and sanitization of the property, additional training for some Associates, and strategic planning sessions about new best practices. We look forward to welcoming our valued Guests back as soon as possible.
Management continues to closely monitor the situation and follow guidance from the Centers for Disease Control and Prevention (CDC), the World Health Organization (WHO), and the Minnesota Department of Health, and conditions will be reassessed before a reopen date is announced. Throughout our closure, we will provide updates on what is happening here at the casino. Should we decide to extend the closure longer, we will provide notice via website, email, and social media.
Q: What will happen to my Grand Rewards tier status and offers?
A: All offers for Guests, as well as Grand Rewards tier status, are on hold. The offers you are due to receive for your recent play are temporarily on hold. Once we reopen, we will provide additional information on the status of offers and tier status, which will be prorated during this time.
Q. Are promotions being rescheduled?
A: We are rescheduling most events and promotions at Grand Casino Mille Lacs and Grand Casino Hinckley. More information will be communicated once there is a firm reopen date scheduled. For a full list of events and promotions that have been rescheduled, please visit the website at www.grandcasinomn.com.
Q: Are you going to clean the casino(s) during the closure?
A: Yes, we are disinfecting and deep cleaning all areas of Grand Casino Mille Lacs and Grand Casino Hinckley. When we are ready to welcome you back, both properties will have been disinfected top to bottom.
Q: What if I have a cash out ticket from a slot machine that expires while Grand Casino is temporarily closed?
A: We are extending the expiration date for slot machine cash out vouchers 60 days from their current expiration dates. On your next visit, please stop by the Cashier Counter to have your expired cash out voucher redeemed.
Q. I purchased tickets for an event that was postponed. How do I get a refund?
A: Ticketmaster can refund your ticket. Log in to your Ticketmaster account for a full refund. If you intend on attending the rescheduled show, the ticket will be honored for the new show date.
Q: If I made a reservation at Grand Casino hotel, can I get a full refund?
A: Any upcoming reservations through April 12, 2020 have been automatically cancelled and refunded. If your reservation is after April 12, 2020, please contact us at GRContactGCH@grcasinos.com. We are currently booking stays after May 1, 2020 at grandcasinomn.com/lodging.
Q: Has anyone tested positive for COVID-19 at Grand Casino?
A: There have been no confirmed or suspected cases of COVID-19 at Grand Casino Mille Lacs or Grand Casino Hinckley.
Q: What preventative steps have you been taking?
A: Grand Casino has taken proactive and voluntary steps to help our Guests and Associates to have a clean, safe, friendly, and fun experience at our properties. We worked with our trusted vendor — EcoLab — to identify the best products to disinfect surfaces, including products specifically rated to combat communicable diseases, and have used these CDC-recommended products to disinfect every slot machine bank, kiosk, and ATM, including buttons, levers, and chairs. Increased cleaning protocols have also extended to table games, hotels rooms, and restaurants. For a full list of actions taken, please visit https://grandcasinomn.com/guestmessage/
Q: What is happening to your Associates while you’re closed?
A: When we made the unprecedented decision to temporarily close, we did so to protect the safety and wellbeing of our Associates, Guests, and community. Grand Casino is extending its pay for hourly and salaried Associates for an additional 14 days. This means Associates will continue to be paid through the end of the pay period — Sunday, April 12, 2020.
Q: What if I have questions that have not been addressed above?
A: For questions related to Grand Casino Mille Lacs, please contact GRcontactGCML@grcasinos.om. For questions regarding Grand Casino Hinckley, please contact GRContactGCH@grcasinos.com. We would be happy to answer any additional questions you may have.