Log In
Ensuring Guest Satisfaction
Boyd Style Service
As part of our commitment to “Boyd Style” service, we work hard to deliver a memorable and enjoyable entertainment experience for all of our guests.
When we fall short, we want to know about it – and we want to make it right.
Complaint Resolution
Should a customer call us with an issue – or raise an issue while on property – the lead manager on duty is tasked with addressing the inquiry immediately.
Complaints addressing a specific department will be routed to the department director for resolution. Should the director be unavailable, a department manager may handle the initial discussion, but the director must respond to the customer within 24 hours of the initial complaint.
Non-specific complaints are handled directly by the property’s Director of Marketing, who must respond within 24 hours if they are not immediately available.
Online Inquiries
We realize that many customers prefer to voice their thoughts online, and we have procedures in place to respond promptly to this outreach.
We have a dedicated link on our website allowing customers to send us complaints, questions or suggestions regarding any of our properties. All inquiries made through the “Contact Us” page must receive a response within 48 hours, if not sooner.
Should a customer reach out to us through our social media channels, we will typically respond within three hours during regular business hours, and within 24 hours for after-hours inquiries.
Customer Surveys
Many Boyd guests will receive a survey from the company following a visit to one of our properties.
If a customer checks the survey box stating that “I had a problem,” an alert is sent immediately to the department where the problem occurred, with a response required within 72 hours.
Property leadership teams regularly review and communicate results from customer surveys, and actively utilize the information to improve the
guest experience.
