Hollywood Casino Toledo — Attraction in Toledo

I had the worst experience today at Hollywood Casino on my birthday with my 23-year-old son first time visiting Along with my disabled daughter. Coming together to enjoy the day Only to be met by And elderly security man around noonish today, who was very RUDE to my son I First approached and walked throughso I stood behind the threshold where I could see the screen

my son handed security his identification, to which security observed, the chip in the right hand corner, where it kind of cut off his birthday, but clearly had it on the front of his ID I observed my son‘s picture popped up on their screen, and the security guard verbally said you’re 23. Then proceeded to say no, you can’t come in ! (Nastily) because your ID is chipped. We can’t take this ID because it’s chipped. You will have to get a new ID. my son proceeded to question his intentions due to the fact that he took the ID already seeing it was chipped As a security guard, I’m sure you’re TRAINED to know that once you see a chipped ID, that it will not be authorized, but instead he accepted it first and acknowledged his age, but couldn’t understand why my son was politely trying to underand why the sudden issued regarding the chip in the corner of his birthday when his birthday was clearly on the ID and security verbally stated he was 23 My son asked for a manager to which he QUICKLY said no there is no manager initially, and when we continue QUESTION him, he finally stated that he does have a manager, but he would say the same thing he just said

Like why are you speaking for your manager lol when you could have got him on the walkie-talkie. Me not wanting to wrestle with this unpolite man, I encouraged my son to resign from the conversation and let’s go Upon contemplating in a parking lot, we both decided to go back in to address it to speak to a manager, to which another security guard was present by the name of Charles Charles took a different approach. He was polite. He pulled us to the side and kindly asked us what was the concern and when we spoke about it, he immediately got on the walkie-talkie and spoke with the manager, unlike the elderly security guy who acted as if he didn’t have a manager, and then spoke for his manager but NEVER initiated contact with him although my son EXPRESSED he wanted to speak to him Upon our return, As it turns out, the manager suggested that my son bring the initial Paper copy of his ID along with the chip ID and we can enter that way Charles was very helpful. Charles was not emotionally invested or rude like this elderly security man was And as Someone who rarely goes to the casino and decided to go on my birthday and share a moment with my son who would’ve been his first time going and my disabled daughter, and for him to be very unhelpful and rude. I would encourage Hollywood casino to reconsider his position as a host. And security for that matter And to the RUDE and UNHELPFUL security man: Kindness is Free! IF YOU CAN’T BE HELPFUL, DON’T BE HURTFUL Thank you Charles for being an example to the older generation! And to the manager, Sean, be more helpful when I called you to discuss the matter you were very evasive, unwilling to divulge the managers name or the security guard’s name even when I asked the security guard his name he did not answer But it was today around noon, so whoever was on that shift at that front part that was the elderly black man everyone should know who that Is Because you were very indifferent and oh well! About the fact, I expressed that it was my birthday and I’m trying to get this resolved and didn’t offer any real solutions to us and that’s sad of you, sir I hope to encourage others to speak up and do reviews when you experience these things because I’m sure Hollywood casino didn’t hire him to be nasty like that and not try to give people a great experience even if it is turning them away you can turn somebody away and kindness Hopefully this will make a difference so another family won’t have to experience with mind there today in this cold ass weather lol

Bad Experience and we had actually one a little money for a change.

My name is Randy Guerrero and my soon to be wife and I frequent the Casino monthly, she actually has the loyalty card in her name Amy, but we never bring the dang thing. 🙂 So we win at the slots "Buffalo" and the woman comes out to pay us and the whole experience goes sideways when she asks who pressed the button, we were not sure who actually did at the moment because as it turns out, Amy did and the machine went on its own for like 20 minutes and rang up $1451.55. Anyways Amy and I are talking about who pressed the button and the attendant who came to pay us butts into our conversation and says to me "I don't like the way you are talking to your wife". My soon to be wife is Sicilian and if you have ever sat around a dinner table full of Sicilians it sounds like a street argument so it gets loud and we say what we feel. My response to your employee who has our cash is I don't give a **** what you think, she then walks towards me and gets so close that her clipboard or whatever the heck she had in her hand bumps me. Now I know I could of used a better word but who the heck is she to interfere with our conversation and she then says I pushed her and called over the police. She is acting like she wants me arrested, I tell the female cop she is flat out lying and as it turns out they do go to the camera to see who pushed the button and clearly see I never touched her or even took my hands out from behind my back

She was FLAT OUT LYING AND GOT CAUGHT! She then changed her story to "Oh he was in my space" , she then couldn't get me in trouble for that and she starts down a different path asking Amy if she is IN FEAR FOR HER LIFE and Did I Beat Her? What the heck is that? This employee has NO BUSINESS ON YOUR FLOOR representing you company and I want to file a formal complaint and am willing to come in for a meeting about this if it helps, at the very least I am hoping to prevent this woman from being in that kind of control and holding that kind of power when she can NOT HANDLE IT.

I own my own business and if I treated my customers the way she treated me, I wouldn't have a business. So I hope this letter finds the right person and somebody follows up with me on this matter to discuss.

I did not get anybody's name but she was a petite blonde with blue eyes, her hair was in a ponytail and she was wearing a RED shirt. She needs another position, proper training to deal with the customer or removed in my opinion. There were Police Officers involved, Security and it looked like maybe another employee in the back ground and of course we got our money and left because there was nothing I did wrong that warranted anything but a Thank You for coming in and hope to see you again, because the fact of the matter is she should of been getting me that money as fast as she could so we could blow it, which we always do. LOL We go to the casino for entertainment and not to make money, funner of course when you do win, but my experience has been we had a lot more fun when we lose because winning last night was a completely horrible experience having people stand around while cops surround me because your EMPLOYEE LIED TO THE COP! AND GOT CAUGHT! The cop was a black female that I spoke to and handled the situation pefectly by the way and very professional, unlike your employee. Because had she not and did her follow up, I would of been in jail and then of course we know what happens after that. Ol' Randy is suing the casino over her lies.

I enjoy the Casino and want to come back but not sure the wife is gonna let that happen. She was embarrased by the whole situation as well and was completely offended at the questioning of your employee about being "afraid for her life", If I am beating her...... Absolutely "OUT OF LINE"

Randy J. Guerrero (419) 466-7441 KCI Marketing Media 407 E. Front Street in Monroe www.kcimarketingmedia.com

I’ve been here 3 times. My first two times were ok experiences. Didn’t win enough to even keep me playing for a bit, but hey sometimes that happens when gambling. I just had my third experience and it will be my last. I lost $350 in 45 minutes but once again comes with gambling. That’s not why I’m giving a two star, nor why I won’t be back. I live 5.5 hours away and that’s a good drive away, but also means I don’t know this area-at all! So after losing my money quickly, I go to my car in the parking garage to leave. Since I don’t know the area i need to get an address into my gps. In the parking garage I didn’t get any signal, so on my way exiting I pulled to the area of the garage that doesn’t have a roof over it, to look up the address I needed. After getting the address, I got distracted and started scrolling on fb for a minute. I happen to look up and notice this guy standing behind my car, about 15 ft back, faced my way. So at first I think he’s just the guy cleaning the parking area or something. I Go back to scrolling, but also keeping an eye on this guy; he’s starting to creep me out. He’s Still just standing there, staring at my car/me, I don’t exactly know. (But I’m the only car out there). He can’t seem to see that Ive been watching him in my mirror. So I finally open my door, to ask if there was an issue, or if I needed to move? He hastily starts approaching me, and very rudely was like “yea you need to leave”. while he alarmingly, and aggressively starts looking in my łbackseat. I’m getting more nervous by the minħpute and don’t quite understand what’s going on. I was the only one in my car. My backseat has a stuffed bear and Halloween costume of my daughters, and a tower for my cat that’s in the box, I just bought. So I’m not quite sure if he was interested in my 7yos costume or the cat tower or why he felt the need to do that. I wasn’t doing anything wrong. I had been there a total of 16 minutes (I know that because of phone calls placed). Even after I told him I had just finished gambling, am not from this area and was getting an address for my gps. Very rudely again while starring in my backseat still was like “no you aren’t here! you need to leave here now!” Quite frankly, I’m appalled and offended. I think if I come give your establishment $350 in 45 minutes I’ve paid my right to be able to pull over (in a parking space) and use my phone for a minute; since I can’t while driving, and don’t know where I’m going. I just said “ok thank you, I am leaving and now definitely won’t be back!” I meant it, and will definitely let others know how rude and unprofessional that guy was. Also how uncomfortable that made me. All for no reason. I could understand if I was there along time. I could understand if I was doing something I shouldn’t have been. I could understood if someone needed the spot I was in. There’s a lot of things I can understand but not anything about that situation can I understand. i wish I had taken a photo or video of the guy behind my car and then how acted when he approached me.