Potawatomi Casino Hotel | Milwaukee — Attraction in Milwaukee

Cusitomer Service at the casino is the absolute worst! Every single time I’ve had an issue and spoke with someone, I get a different answer from the front desk staff, Supevisor Shaun, Guest Relations no one has the time to actually talk they’re rude and dismissive, tell you whatever to get off the phone and then transfer you to someone else and you have to explain over and over again what the issue is. I moved to the next player tier which qualified me for free rooms and I was not notified by staff, but another player randomly in the casino that I was now eligible for comp rooms, after checking with the hotel I was notified I was eligible for 2 nights a week 8 days per month, so I booked all 8 days right away. The last room of the month booked I get there to check in I was told I had a smoke fee for $250 which I was never notified of( As a matter of fact they take .01 as a hold off a credit card and that was returned after I checked out, If I was allegedly smoking I would assume I would have been charged and sent an invoice with proof especially since they said I left ashes) I was told I couldn’t check in unless I paid the fee however, my info was being forwarded to the necessary person and in the event the fee was waived I’d get my two nights back that I missed out on, however that person did not contact me until over a week later, after several calls and voicemails. I contacted customer service again and was transferred back and forth I explained again to the same Supervisor (Shaun) the issue and again he couldn’t be bothered and transferred me to guest relations whom also told me something completely different in regard to getting back the nights I missed out on due to a charge I was never notified of, no invoice,email, phone call or pictures. I have never been a smoker so to hear of a smoking fee was ridiculous, and when asked for the email to be resent with any proof no one could tell me who was in charge of that the House keeping staff said it was the front desk and front desk said it was housekeeping! On top of all that I’m now being told no comp rooms are available to me because it changes after the last visit so if I’m there 30 days straight but my last visit I didn’t spend enough based off however they calculate things the last 30 days are irrelevant due to not spending enough the last visit! Sounds like a complete SCAM! I was also notified that “ Unfortunately they will not give me me the nights I missed out on due to this false allegation however they apologize for the staff giving me the wrong information”. Not to mention all the other things that go on in this place from prostitution to the person next to me vaping on a regular basis! this place is becoming so GHETTO and I can’t speak for the Tik Tok video of the lady saying they have bed bugs but I sure would not be surprised with some of the activity that goes on daily. I’ve seen ppl walking through there with breasts hanging out butt cheeks exposed, all while kids are present ( I guess checking in with parents), ppl sitting next to you begging because they lost “their entire savings”and don’t have money to get home. I go just to get away, and every single time i’m there I’m amazed at the stuff going on! After I moved to the next player tier and was eligible for rooms I had no idea there was a daily limit you have to maintain in order to earn rooms.This place will end up on the News eventually due to all the unprofessionalism that takes place here! Overall the rooms are decent definitly wouldn’t consider above a 3 star and definitely over priced. Be prepared for solicitation of sex workers pan handlers, children, vaping,bonnets & pajams, free Breasts & Butt exposed ( If your looking for that just ask they’ll give you a price and take you right up to their comped room) I’ve even had staff tell me trafficking is becoming an issue down there which isn’t surprising with the way some of the women are dressed. However I guess as long as you’re spending enough money none of that matters! @ Fox 6 news time for and...

Pota-Robbery sums the place up. Please get a new CEO - Dominic Ortiz's focus is so off. This is not Vegas and he thinks it is. Know your clientele & how to keep them satisfied. Guests want to enjoy the amenities but also want to win and be entertained while gambling. Rodney- former CEO knew how to run the place and keep guests satisfied to return.

VIP perks are truly non existent. Extremely underwhelming. Minimal effort given to the dedicated guests that loose large amounts of money regularly. It's getting old. Feels like a slap in the face. Michael Whaley (VIP manager) still has not addressed all my concerns. It’s a shame you have to advocate to get what you deserve and earned. On the other hand there are people VIP Services are just giving these perks to that have not truly earned it, again very selective.

CEO wants to be like Vegas so bad but can’t get onboard on how they reward their VIP players. You would think top contributors are the individuals a casino would want to return. Instead they are marketing to individuals that are inactive or lower card tier members.

Winning is never guaranteed, however the machines take, take & take some more. Machines don’t attempt to give bonuses to keep you afloat to play - absolutely no back and forth. I have bet large dollar amounts with no bonuses or reel payouts. This place is extremely SELECTIVE on who they let win. I foresee some sort of legal action taken against this place regarding that. It’s noticeable and guests are starting to speak on it. Don’t dare take even a week break from the establishment. They will strip you of the little perks you are granted with extremely fast the following month. The system on how these things are calibrated is very backwards.

PotaRobbery WAS our 1st choice casino. Now my partner, MIL and myself (all VIP) choose to support the competitors. I may add - they treat us better at these places already. Everyone take the drive to go somewhere else. It’s sad when you no longer see other regulars at Potowatomi but see them regularly now at other casinos.

You all also need to update the electric vehicle charging stations also. Very outdated & the employees utilize & hog them from the guests. They are already limited on the convenient side. The other group closer to the bridge entrance on LV 5 are blocked off and in an inconvenient area. This is not ideal for people who stay at the hotel frequently or just gamble for hours sometimes multiple times a day, consistently throughout the week. Hotel cleaning is hit or miss. They miss a lot of important things.

BOTH roads entering the place are also terrible. Just as bad as a regular Milwaukee street. CEO wants all these updates and we can’t even drive in on a smooth surface. Again his priorities are all messed up.

To end on a positive note I would like to provide positive recognition. I do appreciate my host Derek Schilling. He is great and tries to keep us satisfied within his limited capabilities Potawatomi offers. I’d like to mention I had to fight tooth and nail to be assigned to someone like him vs the original casino host they tried to pass me off on. Your long term staff that you all more than likely also treat like crap keep us hanging on coming here. Special thanks to those individuals: VIP Staff: Derek Schilling, Ariana, Adriana Gryczka, & Patricia (Concierge). Slots Team: John Harvey, Jasmine, Brietta Holland, Jessica, Levin, Shiloh, & Carlos. VIP Cooks: Khalia, Mario, Penny, Amelia. Deongelo that runs the dining in the VIP 1833 room puts in a lot of great effort. Very personable and takes pride in his role. Anthony (Manager 2nd shift) in security is also great. Everyone mentioned goes above and beyond for us and are greatly appreciated. I hope they receive monetary recognition for this feedback especially considering this place sucks and they truly keep it afloat. I’m certain after this review I expect my poor gambling experience to...

11/25/2024 UPDATE (I had to also edit my initial comment to make this update, cause there were too many characters):

I went back to the casino last week and not much has changed. Unfortunately, one thing that I didn't think could get any worse, did: their security. I intended on making this a short visit as it was already late when I got there and I didn't have much money to "lose", either. I was in such a rush that I forgot I didn't declutter my small backpack before going in like I'd typically do, to avoid carrying around any unnecessary weight or accidentally forgetting to take something that's not allowed into the building; as a single woman, I tend to carry around a form of protection.

It wasn't until I opened the doors that I remembered that I forgot to empty my bag, but proceeded to the security detectors anyway, because I wasn't positive I had anything in it and figured that if I did, they'd catch it and then I'd just throw it away cause the things I buy are usually just from the dollar store. In other words, no, not a gun. The metal detector did in fact go off. I attempted to continue walking, knowing that I was solely there to lose my money and leave. Lol. But much to my surprise, a girl did stop me. I TOLD her how i may have forgotten to take something out of my bag and proceeded to unzip one of the pockets. She simply glanced in it and asked ME, if I had any weapons in my bag. I told her the truth, "not that I know of" and told her I could empty my bag so she could check, but instead she said "no, that's okay", and let me through. I must also make note that my small backpack has 3 additional pockets that I did not open.

After i lost my money, I left and out of curiosity, I checked my bag when I got home. Much to my dismay, I did in fact have one of my pocket knives in my bag, which is incredibly concerning. If I were someone with any sort of ill will or malicious intentions, i would've basically been given the red carpet to commit crime in the casino. This is a concern not only for other customers, but staff safety as well. I am truly praying that if I ever go in there again, I'll be seeing some major changes, cause if not, it's just a matter of time before someone who does have ill intent, takes advantage of the casinos lack of security training and oversight of their staff, and causes unnecessary, possibly catastrophic, crime(s) 😞 I've updated this review but kept the number of stars the same since there really wasn't any change in my experience(s).

My 2 star review is not because I've rarely won when going there, but more so for what actually matters, like the atmosphere, games, staff, facilities,...