Hollywood Casino Columbus — Attraction in Columbus

As someone who loves gambling I've seen my fair share of casinos over the years, I’ve come to appreciate not just the gaming itself, but the overall experience—how you’re treated, the atmosphere, and how a place makes you feel the moment you walk through the doors. My recent visit to Hollywood Casino in Columbus, Ohio, started out as one of the most positive I’ve had in a long time.

The energy when I arrived was electric. People were genuinely enjoying themselves, and right away I was greeted by friendly, upbeat security staff at the entrance. They were laughing, joking, and seemed to truly enjoy their jobs. That kind of first impression sticks with you—it makes you feel like you're welcome, like you're meant to be there, and not just another face in the crowd. It felt like a place where I wanted to spend some time—and maybe a little money.

Inside, the casino was bright, exciting, and full of activity. I spotted the slot machines and card tables and felt that inner spark of anticipation—something I hadn’t felt in years. I kept my cool, of course, but I won’t lie: it felt a bit like Christmas morning.

That feeling intensified when I was awarded not one, but two sets of Free Play. The first I played the following day. The second I figure I'd come right back to redeem and left feeling optimistic and excited to return.

However, not everything about the visit was entirely comfortable. At one point, I noticed a woman following me closely both days from machine to machine. I’m not typically a paranoid person, but it was unsettling. She wasn’t just passing by—she was watching my every move, standing uncomfortably close at times. Whether it was coincidence or something more, it took away from what should have been a carefree and enjoyable gaming experience. I never received clarification on who she was or why she might have been shadowing me. I chose to ignore it chalking it up to maybe she doesn't know how to play so she watching me?

Unfortunately, the situation worsened when I stopped into my local Hollywood casino in Dayton, only to find My players card gone. . On top of that, after I got a new players card I had seen in the offers tab my second set of free play had been redeemed. Concerned, I contacted Hollywood Casino Columbus immediately, leaving multiple messages with Player Services. I expected a prompt response, especially considering the amount involved and the potential for fraudulent use. To this day, I’ve received no callbacks—just silence.

I want to be fair here. The staff during my visit were phenomenal. The environment was upbeat and well-run. But customer service has to extend beyond the gaming floor. When something goes wrong—especially when it involves missing rewards and possibly a compromised player account—there needs to be clear communication and support.

This experience has left me conflicted. I had such a great first impression, and I truly wanted to become a regular. But the lack of follow-through and support when it truly mattered has made me cautious. I hope Hollywood Casino Columbus will take this feedback seriously—not just for me, but for anyone who values a safe, supportive, and consistent...

1st Post - Could not post without rating. It may change after I get to speak with Mr. Kyle Coleman, manager of 1 team lead and 4 night shift cashiers I got to encounter during my visit on 10/14-10/15.

I will have a detailed review for all after I get to speak to Mr. C.

I was only there thru 10/15 because I wanted a face to face with him. I was told he would be in 10/15 am. Only to find out from Reese day manager, that Mr. Coleman would not be in on 10/15. He thought he would be in 10/17.

Left my name and cell # with Reese, ask him to provide it to Mr. Coleman......

Waiting on his call.

2nd Post - THEY GAINED A STAR. Due to getting to meet Mr. C. But this review ISN'T done yet. I went to casino because I felt very strongly about speaking to Mr. Coleman face to face. We had what I consider a positive conversation and I wanted to play the slots more......love 'em. Devan Mansfield Customer Service Manage has emailed me for additional details regarding the matter. I responded that I will follow-up in day or so because I'm not feeling well today due to recent dental implants surgery. Who knows RATING MAY GET ANOTHER STAR increase.

Stay tuned.

3rd Post 12/28/23 - THEY GAINED A STAR (now at 2 stars) because HWC contacted me!!!!!!!!

Thank you HWC for reaching out to me.

I'll be in Powell, OH 12/28 for a dental appointment and plan to visit your casino. I've been going through dental surgery and have fallen behind in my emails. I will check.

Best Regards,

Jackie Watkins

STAY TUNED, PLEASE :)

4th Post 12/28 Gained a Star Please, Please Read……….

I need to clear up what the  Complaints Department emailed to Kyle Coleman's manager.

I did not read the email until today.

In Mr Coleman’s defence,  he was not there that night. His cashier manager was the one that pointed her finger at me and slapped the desk.

Kyle Coleman was not there that night he was NOT the person  smacking the counter and pointing her finger at me, scolding me like I was a child that had done something she didn’t like.

She triggered my PTSD big time!!!!!!

……….. I felt like I was a child being scolded. Not funny at all.

5th Post 12/28 Lost a Star I can't find Mr. Coleman's email that he was supposed to send me so I followed up with his manager and somebody that says they're the owner of HWC but really why would the owner email me.

I'm going to be in Ohio until January 1st coming to your c casino tonight. Would you all want to comp me a couple of nights?

Thanks...

Ok, where to start. My wife and I go almost every Friday or Saturday night because we get a decent amount of free play which is great (thank you for that). But I have to say that the level of excellence that I have seen in the past here has gone WAY downhill. Her and I have gone here since the place opened because it is our closest casino to where we live but now it's a different story. My wife smokes (I do not) so we go out to the big patio for her to do so and it has one of our favorite slots on, (88 Fortunes) well 14 of them. For the last few months we go out there and there is only 2 or 3 of them working. I asked why they are off and was told by staff that you are waiting on parts for them. Does it really take over 2 months to get parts for a slot machine or is this just an excuse you tell everyone? Not only that but it is also on the small patio by the garage entrance with Dancing Drums. Only 3 of them outside and most of the time 2 of the 3 are down. It is everywhere in your casino. Too many machines out of service. I would think that since they are your number one money generator you would want them in operation ASAP. Eldorado Scioto Downs does not have this problem. Most machines there are always operating. He'll, even the ones at you sister site in Dayton, all work. So I can guess it's not that. Also, everytime during the winter months it has been absolutely freezing out there. In fact the bartender has been wrapped up in a parka and gloves guite a few times we have seen here, if the bar out there is even open. And that leads me to my final complaint. Why does it cost over 17 dollars for two draft beers when it is only 7 dollars for 2 of the same at Miami Valley Racino. I understand it is 2 different companies, but does the price of alcohol go up that much the further north in Ohio you go. You are the biggest Casino we go to in Ohio, and your patronage is always full so why charge such and over inflated price. You would make much more profit (at least from us) if you would just take the price down a bit. Shouldn't have to pay the price of a six pack for one beer. Ok I'm done I hope you look into these issues and not just give the same ole response that I have read on all othe 1 star reviews. I will keep coming and hope it changes in the future because it use to be a great place to go. Now we look to go to Dayton or Eldorado or...