FREQUENTLY ASKED QUESTIONS
General Club Serrano Questions
Does the Palms Casino Resort have a rewards club? What is Club Serrano?
Club Serrano is Yaamava’ Resort & Casino’s and the Palms Casino Resort’s FREE membership club and offers many benefits. As part of this player’s rewards program, players accumulate points based on the amount played and the amount of time played. These points may be redeemed for various, gifts, merchandise or added slot play and is your entrance to exciting promotions and special tournaments and other member exclusives. Joining Club Serrano is absolutely free and allows players to take part in great promotions and contests. Players can sign up for their Club Serrano membership by visiting any Club Serrano booth.
I am a Club Serrano member at Yaamava', will I have to sign up for an account at Palms and get a new card?
Your current Club Serrano account and card can be used at the Palms, just like you do at Yaamava’. It will work at the slot machines, table games, hotel and other places you use your card at Yaamava’ today.
I'm a Club Serrano Diamond member at Yaamava', will I be a Club Serrano Diamond member at the Palms?
Yes. Regardless of your tier level, your tier at BOTH properties will always be the SAME. Tier status is based on tier points earned at BOTH properties, Yaamava’ and Palms. Your tier points earned at Yaamava’ AND tier points earned at the Palms will count toward your tier status in Club Serrano.
What if I had an account at the Palms before?
Some of the previous Palms accounts will be added into Club Serrano. For those accounts, guests will still need to come to the Palms or Yaamava’ to set up a PIN and pick up their Club Serrano card. If your information is not in Club Serrano, we will be happy to set up a new account for you in Club Serrano and present you with a card that you can use at either Palms or Yaamava’.
What are Tier Points, Slot Points and Earned Rewards? How do I earn them and how do I redeem them?
All 3 are earned at both properties by using your players card at the slot machines, by inserting it into the card reader or at the table games by providing it to the table games dealer when you start your play.
Regardless of where they are earned, Earned Rewards can be redeemed at either property (where Club Serrano cards are accepted). See individual properties for locations and details.
I'm a Club Serrano member at Yaamava', will I have to provide my mailing address and e-mail address at the Palms.
If that information is already on your Club Serrano account at Yaamava’, it will be on that same account for Palms, with the same Club Serrano Account Number.
So, I can just bring my same Club Serrano card to either property and it will work? What if I lose my card?
Exactly! If you lose your card, just visit any Club Serrano booth at either property, show them your ID and they will provide you with a replacement card for your existing Club Serrano Account Number. That replacement card will now work at either property.
Club Serrano Card
Does my existing Yaamava’ Club Serrano Card work at the Palms or do I need to get a new card?
Yes, your existing Club Serrano Card from Yaamava’ will work at the Palms; there is no need to get a new card at this time. You can go directly to a slot machine/table game with your existing card.
Do I need to set up a new PIN to use my Club Serrano card at the Palms?
You do not need to set a new PIN to use your existing Club Serrano card from Yaamava at the Palms; your PIN will be the same at both properties.
Will I have the same Club Serrano status when I play at the Palms?
Yes, your Club status will be the same at Yaamava’ and at the Palms. For example, if you’re an Emerald card tier level at Yaamava’ you will be the same at the Palms. Plus, any tier points earned at either location count toward your Club Serrano status.
Club Serrano tier points are based on a calendar year; does that apply to both Yaamava’ and the Palms or do I need to use my points at both properties to stay active?
Club Serrano tier points can be earned at both properties by playing with your Club Serrano card inserted in machines, or by presenting you card when playing tables. All of your tier points earned during the calendar year count toward your Club Serrano tier status.
Is the tier credit earning the same whether I play at Yaamava’ or the Palms?
Earning tier points in the Club Serrano program is the same at Yaamava’ and the Palms. When you play using your Club Serrano card at either property any tier points you earn will count towards your club level.
I usually play at Yaamava’. Can I earn tier credits while playing at the Palms?
Yes, you can earn tier credits for your play at the Palms even if you usually play at Yaamava’. Tier credits are earned at both properties as long as you play with your Club Serrano Card inserted in machines, or by presenting your card when playing tables.
Can I use my Club Serrano Card at the Sportsbook?
At this time, you cannot use your Club Serrano Card at the Palms Sportsbook.
Club Serrano Benefits
Are my club tier benefits the same at Yaamava and the Palms?
Although there are some similarities in the benefits offered at Yaamava and the Palms, due to differences in the properties some benefits are unique to each location. Players in all card tier levels are eligible to earn:
Players in the Amber, Diamond and Turquoise card tier levels are eligible to earn.
Players in the Diamond and Turquoise card tier levels are eligible to earn:
Players in the Turquoise card tier level are eligible to earn:
All other Club Serrano benefits are unique to either Yaamava or the Palms
I have XX points at Yaamava'; can they be redeemed at the Palms? Can points earned at the Palms be redeemed at Yaamava'?
Yes, your points earned at Yaamava’ or the Palms can be redeemed at either location.
Can I use my Yaamava' earned rewards when I visit the Palms? Can earned rewards from The Palms be redeemed at Yaamava'?
Yes, your earned rewards from Yaamava’ or the Palms can be used at either location.
I have VIP parking/free valet parking at Yaamava', will I get it at the Palms too?
VIP Parking is offered to Diamond and Turquoise members at both Yaamava’ and the Palms. Free valet is offered to Diamond and Turquoise members at Yaamava’ and all card tier levels at the Palms. Turquoise level players have priority valet service at both properties.
I have a Star Card at Yaamava'; can I use the benefits at the Palms? Will the Palms offer a Star Card?
The Palms will offer a benefit package for military members post-opening. Be sure to check back with Club Serrano on a future visit to find out more details.
My club status expires in a year; will the tiered club programs at Yaamava' and the Palms use the same schedule? If not, which one will apply?
The Club Serrano tiered club program follows the same club status expiration date, at both properties, which is a calendar year.
What happens if I only play at Yaamava' and not at the Palms? Will I still have club status?
We hope you will have the opportunity to visit both Yaamava’ and the Palms at some point. A Club Serrano member’s card tier is determined based on your earned tier points, regardless of whether you earned them at Yaamava’ or the Palms. You club tier status is based on your total club tier points earned in a calendar year no matter which property you are playing at.
Can a Yaamava' employee join Club Serrano and play at the Palms?
At this time we are evaluating whether Yaamava’ employees can join Club Serrano and play at the Palms.
Are check cashing fees and/or discounts the same at each property?
Yaamava’ offers discounted check cashing fees or free check cashing, depending on your card tier level. This benefit is not available at the Palms at this time.
Will I need to apply for a separate line of credit at the Palms?
You will need to apply for a separate line of credit at each property. For example, if you have a current line of credit at Yaamava’, you will need to apply for a separate line of credit at the Palms. Information on the Palms Credit program will be available soon.
Are the Player's Club Hotel discounts the same at each property?
Club Serrano offers Yaamava’ guests hotel discounts from 10% to 25% based on your card tier levels. This club benefit is not available at the Palms at this time; however, hotel discounts may be available and are based on your individual play.
Are the Player's Club Food and Beverage discounts the same?
Club Serrano offers Yaamava’ guests food and beverage discounts from 10% to 25% based on your card tier levels. This benefit is not available at the Palms at this time; however, food and beverage discounts may be available based on your individual play.
Are the Retail discounts the same at each property?
Club Serrano offers Yaamava’ guests retail shop discounts from 10% to 25% based on your card tier levels. This benefit is not available at the Palms at this time; however, gift shop discounts may be available based on your individual play.
Are there any additional benefits for playing at both properties?
At this time there are no additional benefits for playing at both properties. Be sure to always play using your Club Serrano card at both Yaamava’ and the Palms to earn the most rewards.
Do you offer free valet parking benefit at both properties?
Free valet parking is available for all card tier levels at the Palms. At Yaamava’, Diamond and Turquoise card tier levels will receive free valet parking; all players receive free parking.
Do you offer priority hotel check-in benefit at both properties?
The Palms offers Diamond and Turquoise card tier levels VIP lounge access for Hotel Check-in. Priority hotel check-in is not currently available at Yaamava’.
Do you offer priority restaurant seating at both properties?
Diamond and Turquoise card tier levels are offered Premium Seating at select shows at the Palms (based on availability and play) and Priority access at the AYCE Buffet. Diamond and Turquoise card tier levels also receive Priority Reservations for property amenities through VIP host or VIP services at both Yaamava’ and the Palms.
Will the Palms offer any locals discounts?
The Palms may offer locals discounts for guests who sign up for a Club Serrano card, based on play; offers will be sent to local guests periodically.
Club Serrano Offers & Promotions
Do you offer the same promotions at each location?
At this time, we do not offer the same promotions at each location. Each casino will have their own lineup of casino promotions and giveaways.
Can I earn entries into Yaamava’ promotions while playing at the Palms?
At this time, you can only earn entries into Yaamava’ promotions at Yaamava, and Palms promotions at the Palms.
Can I use my Yaamava’ birthday offer at the Palms?
At this time, you can only use your birthday offer at Yaamava’. Continue to play with your Club Serrano card when visiting the Palms to receive other offers based on your play.
Are the entry multipliers the same for each tier level at both properties?
At this time entry multipliers are only available at Yaamava’ and are only available for select promotions. Be sure to check with Club Serrano for complete details on promotions.
If I play at Yaamava’ and the Palms will I receive offers from each location?
You may be eligible to receive direct mail offers from both Yaamava’ and the Palms depending on your individual play.
Can I use my Yaamava’ free play / hotel / dining offers at the Palms?
At this time, you can only use your Yaamava’ free play/hotel/dining offers at Yaamava’. Continue to play with your Club Serrano card when visiting the Palms to receive direct mail offers based on your play.
Hotel Comps, Discounts & More
Can I use earned rewards from Yaamava' to book a hotel room at the Palms?
Yes, you can use earned rewards from Yaamava’ to book a hotel room at the Palms..
Can I book a room using earned rewards Online or do I need to call the property?
In order to use your earned rewards to book a hotel room at the Palms, you must call reservations at 866-752-2236.
If I use earned rewards to book a room, do I need to pay a separate resort fee?
Or can earned rewards be used to pay the resort fee. At this time, tax and fees must be paid separately from your earned rewards.
I don’t pay a resort fee at Yaamava’; why do I have to pay at the Palms?
Resort fees are in place to support the service and amenities for guests during their stay while visiting the Palms, which is $32+tax per night. The resort fee covers gym access, free Wi-Fi in the room and unlimited local and 800 calls.
Can my host at Yaamava’ assist in booking my stay at the Palms?
Yes, your host can assist in booking your stay at the Palms. Feel free to reach out directly to your host to get started.
Kiosk, APP, MYClubSerrano.com & More
Can I get information about my account balances – points, offers, tier status – on the kiosk at either location?
Yes, account details can be found on the kiosks at either property.
I have the Yaamava’ app; do I also need to have the Palms app?
We are currently developing an app players can use to obtain information and services specifically for the Palms. Once the Palms app is available, we recommend that Club Serrano players who visit the Palms download the new app.
I signed up for the My Club Serrano Online through the Yaamava’ website; do I need another account for the Palms Online?
If you already have a My Club Serrano Login on the Yaamava’ website, you will not need a separate account for the Palms Online. Functionality for club login on the Palms website will be coming soon and there will be no need for a separate username and password if you already have a login on the Yaamava’ website.
I cashed out at a slot machine at Yaamava’; can I redeem the free play voucher at Palms? And vice versa.
You can only redeem your free play voucher at the property you cashed out at. For example, if your free play voucher was cashed out from a machine at Yaamava’ you can only redeem it at Yaamava’.
I purchased a gift card at Yaamava’ recently; can I use it for purchases at the Palms?
At this time, gift cards purchased at Yaamava’ can only be used at Yaamava’.
Will I receive a win/loss statement from each property, or will there be a single win/loss statement that encompasses all of my play?
Two separate win/loss statements will be generated from each property.
I am banned/self-excluded from playing at Yaamava’; can I play at the Palms?
We treat exclusions on a one-to-one basis depending on the guest. Please contact us for more information.