Turfway Park Racing & Gaming — Attraction in Florence

Frequent Flyer here. I'm there at least twice a week, minimum, literally since opening day. I was hoping some things would change but obviously it doesn't appear they are going to. Where to start. I was hoping things we get better, but they haven't. I'm really surprised that this is owned by a publicly held company. What a mess. You guys should seriously ask for your money back from whoever did the design for the new building. I think his name may be Stevie Wonder. Great sports bar in the front, BUT, you gotta walk all the way around to the other side for live racing. Saturday night the NFL game was on one tiny screen in the back room. The UK game was not on in the back room at all. People were watching it on their phones though. Seriously? At a "sports bar"? Pathetic, and I hate UK. It was a huge game but you guys apparently didn't know it. You guys do realize you make income when people bet on games right? Having a huge game like that on TV adjacent to where people can bet on it, might make you guys some extra money. Just a thought. Meanwhile all the big screens in the backroom had live and satellite racing only. Which I kind of get, but I still don't think you guys know you are also a sports betting bar. Only stairways on one side if you want to walk to the start finish line, you have to walk all the way around to the other side. Horrible for handicapped and elderly which is a big part of your demo. It would be so easy to just add a stairway and ramp to that left side if you are looking at the track. Going back to the sports bar idea. I've been in there many times when the games that people would like to bet on , aren't even on any screen. We were in there the other night. There was an NFL game on, but also one of the NBA championship games involving our closest NBA team, the Indiana Pacers. A game that I can guarantee you got a lot of action in Vegas. But not at Turfway. You had Price Is Right reruns on the other screens. Again you guys do realize, that you are not only a sports bar, but a large part of your income I would think should come from sports betting. Oh and then we have a few bartenders with bad attitudes. I was there with a couple of family members who are in the bar business. Just drinking and observing how horrible and unprofessional the service is. Not with everyone but there are a few, and you know who they are. 95% of your staffers are awesome, but there are a couple of bad ones and I know you know who they are. You can see it from a camera without audio. Again, I've been going there since day one, and we spend a lot of time and money there, but nothing's changed. And you certainly cannot change that horrible design. Sports bar needs to be on the track side. You guys seriously need more of a sports bar atmosphere during live racing in the back room though. We will be back, but every new person we bring in always says the same things I've said. I had a friend in there on Saturday who's a big Vegas gambler. He said wow, that hallway with all the horse and jockey portraits, it looks like a million dollars, he said it reminded him of Caesars. Then he said, but no one will ever see it. Again, bad design. Finally we have video poker in NKY, But only like seven machines and only at the bar. Also only $1 denomination. Can't understand why you would not have poker machines mixed in with those slot machines. Also you do realize people can play video poker and slots on their computer for money. You need to make it a little more accessible and be competitive. Why would I go out, when I can play at home? You guys are in the entertainment business. Love your huge TV in the sports bar. But don't get me started on how easy it is to just move some backline equipment that is only used two days a week so that people can see the screen. That's just lazy. Oh and a positive comment, the food is incredible, and I think the prices are very affordable. You definitely have some things to work on, and I'm surprised that a publicly held company doesn't see the basic things that we all...

This review is for my recent experience at Bourbon and Brew, Turfway Casinos' sports bar and restaurant, on Monday the 15th. I ordered just before the kitchen closed. The bartender, Tasha, (always awesome) told me the grill was off, but I could order something fried. Perfect, I ordered two orders of wings. She told me that the guy next to me had just ordered the same. Great, right? The deep fryer was still on. In comes a manager, who shouts from the end of the bar, right outside the kitchen door: "The kitchen is closed, so whoever ordered 'all those wings'..." Mind you, I am sitting mid-bar, about 20 feet away, with other customers around. Tasha explained to her that she got the order in and that I had already paid for it. I'm standing there, confused as to what's happening, as the "manager" walks up to the register, pulls up my order, and says the order came in at 10:01. (I will assume it's because I used what was left of my comps, a bit of promo, and charged the rest to my bank card, but the order itself likely went in before 10pm) Tasha says again to her that the order went in and it was paid for, but the manager, who has YET to even address me, walks past Tasha and goes to another register. I'm still standing there, unaddressed except for Tasha, who then tells me she is cancelling my order and refunding me. I say "Wait, what? That's ridiculous." Tasha apologies and tells me that Serena's next door is still open. Here comes the manager, who walks up to me, hands me a slip of paper, and says she put my comps back and refunded my card. No apologies, no customer service, not even a glimmer of professionalism. I ask her directly, "You can't be serious, right?" She looks dead at me without saying a word for a few seconds, then says "Your card will be refunded in 3-5 business days. I said "One minute, but I have to wait 3-5 days? She just says "The kitchen is closed". I said, "Ok, I gotcha." Dead faced, unapologetic, unprofessional... It was like I wandered into the Waffle House at 3am. As a small business owner myself, service is everything, and poor service destroys a business's reputation fast. This managers' discourteous, downright rude, and unprofessional behavior, starting with yelling from the end of the bar, was a first for me in this establishment, but trust it will also be my last. She truly needs a crash course in courtesy and customer service. She will, if she hasn't already, cost the servers tips and the restaurant repeat business. I'm certain I would have been ok if she approached me professionally, explained the situation, and apologized for the inconvenience, but no, I got Waffle House at 3am service instead.

My response to the owner: There's no need to make anything "right" for me... I'll never allow anyone that behaves that way a chance to touch my food. Simply check your camera footage from that evening and see that my review reads like a script. Retraining your kitchen manager is the best thing you can do for your establishment; that's...

My wife scouted out the place ahead of time for a possibility for dinner and gaming for a guest who was coming in this weekend. She made reservations at Churchill's Bourbon and Brew for 7:30PM. We arrived at 7:20 and went to check-in at the restaurant, which appeared to be a roped off area on one side of the casino that was somehow brighter and louder and the rest of the casino. They said they didn't have a table ready but they had our phone number and would text us. No problem, we wandered over to the gaming sign-up kiosk. The kiosk was being worked on by a staff member so after a few minutes my wife said she knew of a second kiosk down a hall so we wandered through the casino to get there. There was a dollar beer and dollar hot dog promotion going on and some long lines. Not unusual. We pressed on through the crowd down the hallway and came up against a rope line across the width of the hallway where they were letting people through a few at a time. My wife said the kiosk was through there but we gave up on that and made our way back to the kiosk which was back in service. My sister in law went through the registration and at the end it came up with a big error message. Turns out it didn't seem to be fixed after all. Now it was about 7:50, no texts, we went to hang out closer to the restaurant. At 8 we gave up and left, not having spent a dime.

We are still waiting for the text that our table is ready.

EDIT: We got the text that the table was ready at 9:37PM, more than two hours late for our reservation. ...