So we went to hippodrome last night and had our Christmas blow out I had 20 people with me we spent a lot of money but hey who cares company night out enjoy yourself. The whole experience was ruined in my opinion by a bar man of the name Alberto who was working in the upstairs terrace. This guy on several occasions seemed to be looking for trouble from the minute we was totally sober I had my women staff first say to me what’s the barman’s problem he’s so rude it’s like he wants us to have a bad night. I didn’t pay much notice but then I witnessed it myself poor customer service power hungry so rude and nasty for no reason at all honestly it was so bad I couldn’t believe it or understand what he’s problem was I then just realised this guys a power hungry guy and feels like he has some authority and is using it in all the wrong ways. I have a very successful business things I see this guy doing last night named Alberto terrible not good keep a close eye thank me later.

Simply shocking and heavy handed! Sat at 1st floor bar, made comment the bar top was dirty and could it be cleaned. Barman said no, not his job. Asked for waiter who came over and completely ignored request. Asked for Manager but one wasn’t available which is clearly not true. A lady called Fanny came over, I explained if it could be cleaned and why our requests were ignored as we couldn’t understand why a simple task wasn’t being done. At no point we’re we rude, nor was she. Within 10 minutes, six security people surrounded us and told us to leave. Saying we had been rude to the staff - totally untrue. Why would we be rude by simply asking the bar top to be cleaned. Absolutely beyond belief, completely unnecessary and rewind to the issue - please can the bar be cleaned! Simple request, but returned with awful customer service and situation 100% avoidable. The leadership of this organisation need to change the approach of how their staff treat customers. Shocking customer service.

I was a regular poker player until few days ago when I found out that I am suspended. What happened was I said to dealer that I haven't won a hand since she sat down. She then complained to Supervisor and then manager wanted to talk to me. He told me that I hadn't been rude to dealer after checking camera and audio recording but advised me to be more careful as people might take my bunter in a wrong way. However he let me go back to my table and I continued to play on. When I returned few days later I found out about suspension. I talked to head of poker and needed explanation. She was quite ignorant and rude. I reminded her that I was told that I haven't done anything wrong by one of the poker room managers and she can check audio and camera footage but she made an unfair decision and she was quite biased towards me. She does not have any communication skills whatsoever. All she said was if i am not happy i can write to CSE which i did. I got a reply from CSE saying that They are not obligated to give any reasoning and they advised me not to talk to any manager as this will not help me to reinstate my suspension. They did not even specified how long was the suspension. There is even no name on the email to know who am i dealing with. I sent an email to info@hippodromecasino.com attention to the owner of the casino to have a look and making sure this is investigated fairly but no idea if he had a chance to have a look at it. I did not deserve suspension and i am treated unfairly. I like this casino i have been a member for many years and I want to say that poker room would be a better place with a different leader. She barely comes to floor and never engages with customers therefore she has no clue whats going on in the poker room. I do not appreciate dictatorship. Instead, I would like to be dealt with fairness and honesty.

Awful awful customer service that really put a damper on what was otherwise a great night at the Magic Mike show. Our group ordered several drinks throughout the show (at 20 quid a drink it wasnt cheap either) and towards the end of the show we placed an order for 3 large aperol spritz (however we were only charged for 2 at a cost of £47.25) and these drinks were not received. We spoke with two of the staff (Will and Kal) after the show and Kal said the procedure is that drinks are only paid for when received, however this is not being followed by the staff. We asked for a refund and Will essentially said we were liars and that they get this all the time! He brought out bills for pornstar martinis he insisted were ours (we never ordered this drink and the bill was the incorrect value) and he said we ordered blue drinks (we did not). He said he trusted his waiter over us and was smirking at the situation. He then refused to get a manager or have the waiter speak to us which we feel is very unusual behaviour when dealing with a customer complaint. It was extremely unfortunate as we had a great evening at the show, and our group spent a lot of money so we are hardly going to try and complain to get two free drinks at the end. We have been told we need to email the main manager to request a refund and they will check the cameras... so that is with them. If you go here do not pay for a drink until you receive it.

Tried to get into the Casino on Friday night at around 1pm but we were refused entry for supposedly being too drunk. This was total rubbish. I was asked by the doorman if I’d been drinking to which I replied yes I’ve had 3 or 4. We’d been to a corporate black tie function and made a point of drinking very little to enjoy our evening later on in what we hoped would be more relaxed surroundings. The doorman asked me again and I said yes but not much. He then told me I’d lied and changed my story which meant I was too intoxicated and had to leave??? I called our friends who were already in there to explain what had gone on and that we were going to go somewhere else (one of them was very drunk but had had no issue getting in). They told us to go to the back entrance were there was no queue. Which we did. This time I had a good chat with the doorman no issues but he then asked the same questions as the first doorman of my friend who was with me. He gave the same answers as I had and was also then told he was too drunk (common theme here). Neither of us had had more than 3 or 4 bottles of beer at the event (fact). Neither of us were rude at all as that’s not how I’d behave. Feel free to check body cam footage. You were quite happy to let me in on the Wednesday evening when I was frankly too drunk to be in there and lost a fair bit of money but sober me was refused?! Very poor judgement from power hungry door staff. First doorman was a big guy wearing a hat, second doorman was short and bald. Both Eastern European.

We googled best casinos in London and the Hippodrome came up on top. Myself and my husband have travelled around the world and we love to have a night in a casino but unfortunately this wasn't the greatest place to go. We came here with our son and his girlfriend for my sons 21st birthday. There were barely any slot machines but seemed to have plenty of card tables. There were to a lot of people hanging around you when you are playing on the slots, probably to see how much you have won or lost which was off putting. Also one of the staff approached my son saying something about if he put £1000 into the slot machine then they would have to do something regarding his spending, he wasn't 100% sure what their angle was and he is an intelligent young man! This was his 1st visit to a casino and he had a budget of £100!! He was made to feel like a criminal and felt very uncomfortable. There was no atmosphere around the card/chip tables and it felt all very serious so didn't bother hanging around that area. All in all a very disappointing experience and I wouldn't bother returning.

Very tired and tatty. Restaurant staff started off well but we (group of 6) were left abandoned once a large loud group came in. Gave up on asking for dessert & more cocktails! Food very mixed some dishes excellent others in edible.

Made account Online deposited money enter your details logged in more than three times my password not working locked out I have inserted same details I logged in with now they locked account. Ask them for help call customer service called them they look up online can not log in locked same answer contact customer service. Bludy joke can't withdraw Ur money waiting for email response. It's hassle trust me would not recommend.

First time back at the Hippodrome since the pandemic. Still a nice looking property, well maintained for it's age. Security guard out front very friendly.....would be nice if Vegas would have bouncers like that, but each casino would need at least two dozen of them so it would probably not be feasible or cost-effective. We had hoped to see more machines than we saw last time, instead we saw fewer. There used to be machines spread out throughout the property, this time they were condensed into small pocket areas around the main casino pit. We asked if there were any more and the gentlemen told us by law they had to remove a bunch of them. If that's true, I'm not sure what their gaming board is trying to accomplish. Noticed that all of the blackjack tables in the main floor casino now have continuous shufflers. Kind of a disappointment there. We heard they had tables upstairs where they dealt out of shoes, when we looked however all of those tables were empty. Will probably stop by again if we're back in the area. Would be nice to see more machine games like slots and video poker and hopefully they will say adios to those continuous shufflers.

Visited this evening to find “the gods” empty. Can’t believe you have shut down the last craps table in London after previously saying how committed and expressing with pride you were the only place in London to play craps, I guess the writing was on the wall when you moved to 1 table and made the minimum bets £25 which I witnessed being bumped up to £50 later in evening multiple times. There was a loyal base of players who now have nowhere to play due to all I can assume is the casinos greed