Great Canadian will be reopening its 11 properties on September 28, 2020 as part of Ontario’s Stage 3 framework for the reopening of its economy. As part of that framework, the Company will be adhering to provincial guidelines, which include indoor gathering limits up to a maximum of 50 guests, and will not include the operation of table games or other amenities.
We appreciate your understanding during this unprecedented situation. In responses to recent inquiries – we have generated a list of FAQ’s below.
Q: WHAT SAFETY MEASURES WILL YOU TAKE UPON RESUMING OPERATIONS TO PREVENT THE SPREAD OF COVID-19?
The health, safety and well-being of our guests and employees is our top priority. We are working diligently to ensure we are prepared to safely return to operations. This means we are collaborating with our gaming regulators and provincial health officials to develop a comprehensive health and safety plan for all our sites so that you have peace of mind when playing at our properties. You can find more details on these plans located here.
Q. HOW HAS THE CLOSURE AFFECTED THE LOYALTY PROGRAM?
The Loyalty Rewards tier status that you had prior to our casinos closing will remain intact. Loyalty points and existing free play balances on your account will not be expired.
Promotional offers such as slot play or match play and gifting offers issued prior to our March 16, 2020 closure are considered void.
Q.WHAT CAN I EXPECT FROM A GAMING EXPERIENCE?
Our gradual reopen will see a slot machine product only – table games will remain closed. It will be mandatory that all guests have booked a play session prior to arrival. This online reservation tool will located on our main page and will be available in upcoming weeks.
Due to the current heightened health and safety guidelines – our Food & Beverage outlets will remain closed.
Q.HOW DOES BOOK YOUR PLAY SESSION WORK?
Booking your play session is a mandatory requirement if you would like to enjoy a play session at our casinos. Our online reservation system can be found on our website prior to open. This reservation system allows you to choose when you would like to book your play session. Upon completion of the reservation – you will be sent a QR code as confirmation – please print or download this on your phone. This must be presented upon arrival at the casino along with government issued photo identification in order to enjoy your play session. Please be sure to arrive 15 minutes prior to your session to allow for check-in time.
Q. WHAT IF I DO NOT MAKE AN ONLINE RESERVATION AHEAD OF MY VISIT?
Guests who do not have a pre-booked reservation can walk-up / arrive at the casino and manually register with an onsite representative for the next available play session for that day. You will be required to provide the same contact information as indicated in the above online process. We do not have a call-in option available at this time. Walk-up and online reservations are based on availability.
All guests entering the casino must have a reservation, which includes your contact information. Per Ministry of Public Safety orders, we are required to ask you for your first and last name and a phone number or an email address so that Public Health Ontario can easily and quickly get in touch with you in case you have come into close contact with a person who has contracted COVID-19. Upon check-in at the casino, you will be required to provide valid government-issued photo ID that matches the reservation.
Q. WHY DO YOU HAVE A RESERVATION SYSTEM?
Given the specific measures that need to be implemented in our establishments, the RSVP reservation tool will optimize the experience for all visitors. Also, for everyone’s safety, this tool will make it easier to control traffic and maintain physical distancing.
Q. WHAT IS EACH ESTABLISHMENT’S CAPACITY?
50 guests maximum at any given time.
Q. HOW EARLY CAN I BOOK A PLAY/VISIT SESSION?
Please visit the RSVP reservation tool to see available dates and times.
Q. HOW DO I BOOK A SESSION?
Head to our “Book Now” tool located on our property website home-page.
Q. I DIDN’T RECIEVE MY PLAY SESSION CONFIRMATION OR QR CODE, OR I LOST THEM. WHAT DO I DO?
First, check to see if the booking confirmation email is in your junk or promotional mail folder. If it isn’t there, a staff member onsite will be able to retrieve your booking, if necessary.
Q. DO PLAY SESSIONS/RESERVATIONS HAVE AN END TIME?
Yes, all bookings end after 2 hour periods. For example, if your play session is 10AM-12PM then your session ends at 12PM.
Q. WHY ARE NO COMPANIONS ALLOWED PER GUEST BOOKING A VISIT?
To respect the maximum capacity of 50 people per 2 hour session set for our casinos, we can’t allow a booking for more than one person.
Q. THE SYSTEM WON’T ACCEPT A SECOND BOOKING WITH MY SHARED EMAIL ADDRESS – WHY?
Our reservation system requires a unique email address to be used for each play session as part of our contact tracing efforts. Guests will not be permitted to share an email address and book within the same session.
Q. WILL IT BE POSSIBLE TO CHOOSE A PARTICULAR SLOT MACHINE GAME IN THE CASINO?
No, when booking your visit at casinos in Ontario, you’ll need to select a date and time for reservation only.
Q. CAN I CHANGE MY PLAY SESSION TIME THAT WAS BOOKED?
Yes, but to do so, you need to cancel your original reservation and make a new one. We suggest that you book a new visit before cancelling the first one, to make sure you have a spot at the new time. A link allowing you to cancel your booking will be provided in your confirmation and reminder email.
Q. CAN I BOOK MORE THAN ONE VISIT/PLAY SESSION ON THE SAME DAY OR BOOK FOR MORE THAN ONE DAY?
Yes, since all bookings have an end time, your visit ends when your 2 hour session booked time ends, freeing up space for the next block of guests who booked their 2 hour session. Depending on available times, you can book more than one visit for the same day if you plan on leaving between visits. There is no restriction on the number of visits booked over more than one day, consecutive or not.
Q. WILL IT BE POSSIBLE TO BOOK A VISIT/PLAY SESSION BY PHONE?
Due to the high number of bookings expected, booking a visit online through the user-friendly RSVP tool is the only option at this time. If you’re having trouble booking your visit or if you don’t have access to a computer, tablet or smart-phone, we will accept standbys at the casino, however, reservations will be prioritized.
Q. CAN I MAKE A RESERVATION FOR YOUR RESTAURANT?
No, all food and beverage amenities will remain closed including complimentary on-floor beverage service and self-serve stations.
Q. WHAT WILL HAPPEN IF I SHOW UP WITHOUT A BOOKING?
We will accept walk-ups at the casino, however, reservations will be prioritized. To ensure traffic management, you’ll be registered in the RSVP system upon your arrival upon availability. Every person must be registered in the system before they can enter.
Q. WHAT WILL HAPPEN IF A PERSON SHOWS UP AT A DIFFERENT TIME THAN THE ONE THEY BOOKED OR DOESN’T SHOW UP AT ALL?
We understand that a mistake or something unexpected may occur; however, with only 50 people capacity at one time, whenever possible, we will try to accommodate the guest.
** Due to heightened health and safety guidelines – there will be NO exceptions to the above.