Hollywood Casino & Hotel

We booked through Hotels.com due to “issues” with the actual hotel website. We have stayed here before and knew the rooms were older and the hotel & casino were “Smokey”. The first time we stayed we had an issue with the front desk and their “customer service”. Literally arrived after driving 16 hours at 3:37pm and had to sit on the couch and wait until exactly 4:00pm to check in. Ridiculous! This time however, the Troll at the front desk is very lucky my husband checked in with our adult daughter and I arrived later. We thought we requested, booked and paid for a 2 queen non-smoking room. Due to my error, I clicked a 1 king bed. Yes my error. Anyway, a real “customer service person” would have gladly taken a few minutes to switch rooms for us. Especially since it was a Wednesday night in a hotel that maybe had 10 cars in the parking lot and very few people in the casino. There were definitely additional rooms available. But the Troll behind the desk argued with my husband about booking through Hotels.com, a third-party booking site. We explained to the troll, the actual hotel site had issues and was down and not booking our room correctly this afternoon when we booked it, which was the same day! Instead of kindly, just moving us to a different room, The Troll, brings in a toddler size rollaway bed for my daughter to sleep in. She’s 24 and 5’7”, her feet were hanging over. Then when I eventually arrived later that evening, we had two towels for three people. He had to go back downstairs and ask for more towels. We had a clogged shower, only two of us could take a shower because by the time the third one would’ve gotten into the shower, it would have an overflow! The weather stripping on our door was coming off, so we had to slam it every single time we came in and out. Or we had to try to fix it up into the door before we could even shut the door. Our AC would not stay cold, we had to put it down to 64 in order to just get a slight bit of chill. Again, we knew that the hotel is old, mold in the shower, mold up underneath the sink, dirty carpet. But if the troll could’ve just simply moved us to a two queen bed, which was the same price on the Hotels.com as it was the 1-king. We went had all of these issues. But she wanted to be a 🐝🐝🐝 Besides the room being old, it does have a small fridge, shampoo, conditioner, body wash, hair dryer, small closet with 3 hangers and a luggage rack. No bulb in the tall lamp, trash behind the end tables. Unfortunately, the lack of customer service is pathetic! It always seems to be the check in crew/night crew. We have never had an issue with the morning crew. We have been to Hard Rock Casino Hotels all over florida, A.C., New Orleans, and Vegas many of times. Still the Lawrenceburg Casino Hotel ranks the WORST in Customer Service! You would think you would want people to return and/or leave a decent review apparently management doesn’t give a darn…To Bad! DO BETTER!

On a recent visit to Hollywood Casino in Lawrenceburg In. we stayed the night at the hotel. We had dinner and gambled that night. We turned in early due to having to drive to Alabama next morning. Our trip we scheduled this stop over and possibly stay there again on our return trip on 09/04 well that night we looked forward to a restful night boy were we in for a surprise ! We fell asleep only to be woken by a loud train whisltle that was no more than 20 feet from our room. This was the first of 7 more long trains each blowing its whistle and the constant rattle of cars grinding on a track that was so close to our room it was beyond belief! We did not get any sleep at all and a long ride the next day. i called to complain to a manager the next day and was transfered to Deborah front desk manager. This is where the term CUSTOMER RELATIONS manger cannot possibly a job description for this person. She quickly defined herself when i stated we did not get a good nights sleep due to constant trains all night. She stated that anyone who stays in a casino complex should not expect a good nights sleep i have stayed at other casinos and the noise ends when you leave the casino I was shocked at her lack of professionalism! She went on to say its a party atmosphere and a good nights sleep should not be expected. Keep in mind the Casino and the hotel were far removed from each completly separate from each other. She then went on to say the train noise should be no surprise and said you can hear it in the casino, restaurants and other facilities. Totaly not true as we went to these places and heard nothing. She then made a very bold statement saying she stayed overnight in a room right near to room 255 that we stayed , I totaly lost any respect at this point. There must be a wing of these train rooms and she was probaby being protective. If you stay here be aware of this it can greatly affect your stay!

DISGUSTED BY HOW HOLLYWOOD CASINO HANDLED THE THEFT OF MY PHONE I visited Hollywood Casino for what was supposed to be a special planned outing with my mother (from a nursing facility) and a couple family members. Instead the night ended with my phone being stolen and an experience that has left me completely disgusted with the casino. I knew the exact machine where my phone had been when it was taken. We immediately tried calling it, but it had already been turned off. Having visited many casinos, I am well aware of the extensive surveillance systems they use and how closely activity on the casino floor can be monitored. Yet, despite knowing the specific machine and the narrow timeframe, I was never offered meaningful assistance in reviewing footage to determine what happened. What makes this even more disturbing is that several employees (that I reported it to) told me thefts like this reportedly happened numerous times during their employment there. If this is true, why is more not being done to protect guests and respond seriously when theft is reported? The next day, I did what the casino apparently was not concerned about doing—I tracked my phone myself using the FindMy App. The phone had been sold to an ecoATM located in front of a Kroger. Identification is required to sell the phone through the machine, as well as powering the phone on (which is how the location updated). This helped authorities identify an individual, and criminal charges have been filed. THEN came the most disturbing discovery of all: the individual identified in connection with my stolen phone had worked at Hollywood Casino. I cannot state why the casino failed to provide more assistance or whether the person’s employment there had anything to do with how my report was handled. But from my perspective, learning of that connection after receiving so little help raises serious and troubling questions. Publicly available information also showed that the individual had an extensive arrest history. An arrest history does not, by itself, prove guilt in any particular matter, but it certainly added to my concern after learning of the person’s connection to the casino. What kind of standards does Hollywood Casino have for the people it employs, and what responsibility does it take for the safety and security of the guests who spend their money there? Casinos have cameras throughout their properties. They have security personnel. They have the ability to investigate incidents on their premises. Yet when my property was stolen and I could identify exactly where and approximately when it happened, I felt dismissed and left to investigate the theft myself. This is unacceptable! I brought my mother there for a special outing. Instead of leaving with a good memory, I left without my phone and with absolutely no confidence that this casino genuinely cares about the people who support its business. I would strongly advise others not to support this casino based on my experience. If you do choose to go, be extremely vigilant. Keep your phone, wallet, purse, and other belongings secured at all times. Do not assume that extensive casino surveillance means you are safe and will receive meaningful assistance if something is stolen. Hollywood Casino should be ashamed of how this situation was handled. I expected concern, assistance, and accountability. What I experienced instead was indifference. I will not return and I cannot recommend this casino to anyone!