Hollywood Casino at Charles Town Races — Attraction in West Virginia

So Hollywood casino has its main logo which is; Play More, Earn More. So you use your player card, and the more money you spend, you then in return earn free play and other rewards. If you have their app it will tell you how much you earned for the month and what days you have to play it on. Now, I have played in many casinos and earned my fair share of free play and know how it works. What you get is based on how much money you spent months prior. You earned that free play from spending your hard earned money, so yea, of course your going to come in and play with free money you earned. Now, this is where it gets very upsetting cause Hollywood Casino doesn't live up to their logo; which kinda makes them a fraud. Your free play that you earned and is your reward for spending money there, for some reason can be taken from you by a host who thinks your not spending enough money, while playing your free play. So all that money you spent to get that "earned" free play can be pulled out from under you by a host that thinks its their job to take it back. Also it's not just for the month your in but the following month too. Please tell me how your main saying is PLAY MORE, EARN MORE, yet what you earn can be taking back by a host you didn't even know you had.? Guess I missed that In the fine print. Then, when you try to find out how this happened, and why they think it's ok to take my rewards, you just get ran in circles cause only that host can answer that question, and you have to find them, whoever they are and hope they are working when your there... I've been to many casinos and I also have earned free play in all of them, but Hollywood Casino is only Casino who robs you of your rightfully earned free play. If I only want to play my free play then that's my right cause I earned it already. Like you Logo is a lie and no host should be the judge of weather your aloud to keep what you already earned. It's not right and it's so disrespectful and it makes your casino a fraud. Costumers get a players card and spend with you all so they can earn those benefits and rewards. I was told I'm not the only person who has had this complaint and this should be addressed and brought to peoples attention so they aren't blind sided like I was. I was robbed for $1200 of my free play for the month of November and my so called host also took it in her hands to take all my free play for month of December on top of it before month even started. Now it shows up in your app that it's still available but then when you travel over a hour and go to play it's not there. I still haven't been able to talk to my host, and no one else in that whole place can explain why this is acceptable or give any type of answers cause only one single person has answers and they arent working when your actual there; go figure. Its obviously crooked and wrong. Worst casino ever for allowing something like this to happen, and then do nothing to fix what is a huge problem. Hollywood you need to change your logo to; PLAY MORE, LOSE MORE. NEVER, have I had a issue like this at any other casino cause you actually get to keep what you earn, with no worries of it being taking back...smh. This needs to be addressed and made right. It's only fair that you give back what was...

My first time here was this weekend and most likely it will be my last. We stayed at The Turf Hotel next door so my review has nothing to do with the Hotel side of the Casino. The Casino does not offer free drinks while you gamble and they also have nobody coming around to offer you drinks. I pushed the service button on my machine and after 15 minutes, someone came to see what was wrong with my machine. I replied that nothing was wrong with my machine, I wondered if I could get a drink. He informed me that the service button is for maintenance, not drinks but also told me a server comes around with a cart and offers drinks. I told him I had been at the casino for 4 hours and had not seen a server yet. He said he would send one over to me. After waiting 40 more minutes, I still had not seen a server and had to get up and leave my machine to get a drink. When I returned, someone else had taken my machine. This should not be the way things are done. During my time of playing the slots, my husband and a friend were betting the horses at the Bar up at the track. They were sitting right at the bar and could not get very good service because the bartender kept leaving the bar to smoke cigarettes, talking with others more than serving drinks, and serving the line of people coming up to order at the service area to carry drinks outside. There certainly should have been more than 1 bartender at this bar. DAY #2..... We returned to the casino after spending a little time at the Bar at The Turf Hotel. Their bar has 8 or 9 slot machines that hit very nicely. The bartender from the track bar the night before was also there gambling and drinking. Later when we went to the casino and my husband and our friend went to the track again, the bartender was there to serve drinks again after she had been drinking at another bar across the street. She refused to serve my Husband and our friend because she said they did not take care of her (tip wise) the night before. But actually they had $10. laying on the bar for her that she never took when she closed the bar and went off duty without even letting them know she was closing the bar and leaving. So it was her own grouchy self's fault that she did not get her tip. This girl should not be a bartender. Many people were complaining about her disappearing and leaving long lines standing there that needed to get back to their seats for the next race. Having to go take many cigarette breaks and probably needed a swig from her flask to keep her buzz from the Turf Bar going. Poor management at this casino where it comes to the food and beverage department. They obviously do not care about the customers needs. Date of our visit was July 26 & 27, 2024. My review clearly states that I do not recommend this Casino or the bar located in the track...

I do not recommend that anybody goes to this Casino for it is not fair at all

I would like to take part in some notices that I've noticed during my just started time at this current casino in West Virginia.

I've played here about 2 months total and the Customer Service, the VIP and Lounge access, the Table Play and the aroma in general is really really unearthly. Not to mention the other places that the Hollywood Casino owns such as the Hotel Inn at Charles Town Inn

I've spent about $900 one weekend at the casino and they say food comps is 5% of what you spend and that is a total scam. Half of the time even if you give them your players card they do not track your info correctly.

They claim you need 1 hour of playing in order to get food comp. Which I feel is is fine but when you finish playing however much money you spent and you go up to them they still tell you you do not qualify for food comp. And by then you may have blown $300.

This Casino is very unprofessional. I tried speaking with a few of the VIP people there. And they do not want to help. Unless you have money. Yesterday I went to the VIP section to ask an inquiry about something on my penplay app and one of the assistants there Rebecca came out and was very rude and said that we cannot come and ask them questions due to not being hosted players. I've been here for 2 months less than that and I do not know why I get disrespect from the VIP members. Today I went to the Charlestown Inn hotel and asked a simple question and then I had also planned on booking room for a couple nights. The manager there Monique came out and addressed her answer to one of my questions very very rudely. So I just said you know what have a good day and I left.

Later on I called the manager and spoke with him. And he was more on the side of supporting the manager rather than the customer.

There's a saying the customer is always right.

Overall my experience is very very bad.

The food at the eatery is playing sometimes most of the time overcooked.

The Hollywood Casino expects people to keep coming back but with this type of quality I do not think people should be coming here.

I spoke with one of VIP host today. And I questioned her as to why the other day she was quite rude to me for no reason upon asking her a simple question. She told me all I have a bunch of stress going on and I do not want to be pressed. She also commented on how there are two co-workers that basically sit and cry all day while she is the only one working there. Thus showing that the quality of the casino is very...