Responsible Gaming
Nine tables in a pavilion at the end of a pool terrace, open five evenings a week. Everything on this page is arranged face to face, inside the hotel.
Where the house stands
We would rather a guest played for an evening, enjoyed it and walked back along the pool to bed than played until the tables closed and thought about it on the bus to the airport. The room is built around that. It has nine tables and closes at three, there is no credit at any hour and no cash machine inside the gate, and the bar closes before the tables do.
Over-18s, every visit
The age is eighteen, and a document is checked at the door on every visit, however recently you checked in. The accepted documents are a DNI, a passport or another country's identity document showing a date of birth. Nobody under 18 enters at any hour, and no reason has ever been good enough.
What staff will do, there and then
- Hold a limit. Tell them your figure before you sit and it is written down and kept for the evening. If you would like them to suggest one, they will.
- Tell you the time. Say when you want to be told, and you will be, without any fuss.
- Keep your seat. Step out to the terrace for twenty minutes and your seat is still there.
- Keep you out for a stretch. Tell reception you do not want to be admitted for a number of days, and it is written down and followed.
- Self-exclusion. Signed at reception and effective the same evening. It is lifted only by returning to that desk in person, and never by telephone, whoever is asking.
None of this is done through the website, on purpose. It is all a conversation with somebody who can see your face.
Worth noticing in yourself
- Staying later than you decided to, on more evenings than you decided to.
- Going back the next night chiefly to get back what went the night before.
- Being vague with whoever you travelled with about how the evening went.
- Thinking about the pavilion while you are standing in front of the falls.
- Spending money that was meant for the rest of the trip.
One of these on its own means little. Three together are worth talking about, and the staff here have had that conversation with guests before and make nothing of it.
How staff are trained
Anyone who works that floor is briefed before a first shift and twice a year afterwards: setting and holding a limit, handling a guest who has drunk too much, taking a self-exclusion quietly, and when to fetch the duty manager instead of dealing with it alone. The duty manager is in the building every evening the room is open.
How to ask
Tell whoever is on the floor, or go to reception, which is staffed round the clock. You don't need an appointment or an explanation, and it is dealt with at the time.