Fantastic Casino, Incompetent Front Desk.
Now when I say this, I want to say that the Valet was Perfect, the Bell Desk was Perfect, the Casino was incredible, but the Front Desk at the Hotel was somewhat clueless. Why?.... well my wife and I celebrated our 25th Anniversary this weekend. We reserved our room before our departure for the 1st night at $69. We intended to spend the rest of the weekend in Cincinnati at another hotel, but had such a good time at the casino that we called the front desk to negotiate another night, they quoted $199 but we settled on $129.
This second night was still incredible at the Casino, you win some, you lose some, but this Casino is as close to the atmosphere of Vegas that you are going to get in the Midwest. So, after spending time at the tables we were offered a 'comp'.... was hoping for another night (this would be our 3rd day/night spending our money at this Casino)... but the 'pitboss/ host' offered my wife our current night at a discount to $39... COOL!.... and then we were offered an additional night at $99... COOL!... the fella asked me if I wanted him to 'book-it' and I said "YES"... do it!
Now comes Saturday morning: Checkout is 11AM so I go down to the Front Desk to confirm that we have another night booked.... OR?... did we just get a discount on our current evening... or BOTH?.. (I am confirming because my wife was told $39 and I was told $99 so assume that one is for the current evening and the other for the next.)
Front desk person: "ANNIE" told me that NO, we weren't booked for another evening and that the discount was for last night and no other nights have been booked, also that checkout is 11AM and we are beyond that but that she will give us until 1PM....
WHOOPS!.... So I guess I misunderstood and thought we were getting another night at this fine Casino for a discounted price but got our previous night discounted with our Casino play.... OK.... so I tell the wife to get packed and it's time for us to go. We will head to another Casino in the Cincinnati area and enjoy our 25th Anniversary.
So now it's time to check out.... Valet "Jeremy" is PERFECT!... took care of my care, kept in under roof (in the garage) 'cause of the weather I didn't want it outside, Sarah did us perfect with our luggage... loading it up and taking it to our car, AND loading our car for us... I REALLY DO APPRECIATE EXCELLENT SERVICE... these folks were great.
BUT!!!! Upon checkout... "ANNIE" apparently forgot who I was, didn't remember the conversation an hour ago. I am thinking that my second night was $39 or $99 or something less that the Casino 'comp' was giving us. And a little disappointed that we were not staying a 3rd night playing at their Casino but it is what it is........
Now,,,, ANNIE tells us that they DID give us a discount to $69 on the first night.... BLAH, BLAH... NOT!!! We reserved that before our departure from our home city. Then after telling her this she said that 'she was mistaken'... the discount was on the 2nd night that the Casino did for us to get it down to $129....... NOT!!!! We negotiated that price with reservations earlier that day without any casino help. We wanted to stay another day and agreed upon a price before we checked out the 1st day........
And then I am told by ANNIE that the Casino DOES NOT HAVE THE AUTHORITY TO COMP ROOMS.... or discount anything. WHAT?.... The folks behind the tables DID have to make calls, confirm, talk to hotel 'hosts',, and then came to us with their offers... we graciously accepted.
WOW, what a surprise when we checked out that none of our gameplay worked out for the Hotel.... OR that the hotel had no idea what we were talking about COMPS or that the Casino doesn't do that. NOW, in fairness,,, I want to say the ANNIE was very nice, not rude,,,, just un-knowledgeable when it comes to Casino comps and then told us things that were simply not true. Also, Front Desk 'KAITLYN' was very helpful and at least honest, when we asked for a Suite upon check-in she was sweet and nice ,,, but then gave us a standard room (it never hurts to ask). But she didn't lie,,, she just did her job as she should. "JEREMY' took care of our car in Valet in a most Excellent manner... even wiped it down before delivering it to us... and kept is warm (as it was cold outside)... "SARAH" loaded up all of our luggage and we couldn't be more happy!... All in all it was a GREAT 25th Anniversary for me and the wife. The Casino is FANTASTIC!... We had a lot of fun.... We spent lots of money ,,, but.... on your 25th Anniversary you should do the same. Let your wife spend as much as she wants......... after all, she put up with you for 25 years!... and vice versa.
So, I hope that this review is helpful. We travel a lot, stay in a lot of Hotels,,, we truly enjoy life. I don't write reviews much on Trip Advisor but I rely on it a lot to the destinations that I am going to.
Best to everyone, Hope that everyone including all those at the Hollywood Casino have a FANTASTIC Holliday..........!!
FROM MY WIFE: We did leave early expecting another night free which we were told would be ready for us down stairs (in the Hotel) (the Casino is upstairs) which was not... That was a bit upsetting. I guess according to the front desk the pit bosses or the host at tables have no control over the room stay so if you want to spend money at this casino and they tell you that you have a room for you my best advise to you is check before you go back into your room.. Hotel had a wonderful staff ... just not knowledgeable...
BACK TO ME: As you can see she is not happy. But overall we had a wonderful 25th..... Have a Great Holliday!
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