Hann Casino Resort — Hotel in Mabalacat

This is a relatively new place to go for casino in Pampanga. As we do not drink coffee, we would always go for water. If we stay playing there for 3 hours I would have to drink at least a litre of water, the same thing goes with my parents. The bars normally give out 350ml of water bottles and coffee but when I came back the second time to get water for my parents, the attendants were hiding the water bottles and asking everyone, mostly senior citizens on the queue, to go to another counter which was on the other side. You should be ashamed of yourselves Hann staff! Most of your patrons are senior citizens and the least you can give them is water which is actually cheaper than coffee whilst they are there spending their pensions in your establishment!! Aside from this experience, the ladies at the entrance in charge of the body scanner were so rude and disrespectful that they were insisting that my dad go through the scanner when they can clearly see he cannot walk without his walker rollator. I understand that there are certain procedures you have to follow but please have a bit of common sense and there's no need to be rude. If my dad walks through that scanner with his walker, not only would it be uncomfortable for him, it will also likely damage the scanner which will be more costly to your company. Growling at you guys is unnecessary if you have decency, common sense and respect especially for the elders who are actually your biggest spenders and the regulars in your establishment. My parents and other elderly people come there to have a bit of fun. Please behave in a way that supports that like most gaming establishments in the world do. The least you could do is to treat them with courtesy as you obviously do not offer proper/special assistance in placed for them and the physically challenged clientele. Moreover, please implement a proper health and safety policy and guidelines in your casino. I do not recommend this place and I would persuade my parents not to go there again! With the lack of empathy and lack of common sense you have displayed I do not feel confident dropping and leaving my parents there on their own, I fear for their's and other...

We live in Angeles and have been going here every Thursday night for a couples dinner and play. Last night we were meeting another couple to dine and they are VIP in the casino there. I'm a filipina and was conservatively dressed and yet the security guy abruptly stopped me from entering saying that what I was wearing was too revealing (see the photo for what I was wearing). I was wearing long smart pants and a top. There were many filipina inside wearing much less clothes. What I was wearing could be worn in SM, coffee shops, an office or anywhere else and yet this security guy rudely took issue with what I was wearing. It was extremely embarrassing and had I videoed it and shown that what I was wearing was quite the opposite of revealing, I'm sure it would have went viral if posted on You Tube. There were slobs inside wearing chinelas, picking their feet, guys wearing sando tops that frankly looked scruffy, women with their bits showing and far more revealing. I was dressed appropriately for an adult establishment or even for family establishment. The idea that I was somehow wearing something revealing was plain stupid. the security guy was simply on a power trip, was not following any code of conduct and needs to be retrained.

It's a shame because we like Markt restaurant, our friends regularly gamble and stay at Swissotel and we have many friends who we were planning to take there. I would strongly advise that Hann casino retrain their security staff concerning what is appropriate dress code for the casino. It's extremely off putting. We eventually went into the casino by another entrance where the staff warmly greeted us and wished us a pleasant evening and a good time which is far more what you would expect for a casino where fun (and not degradation) is the name of the game!

Our friends were disgusted at this behaviour, we were disgusted at it and we expected better from somewhere like this. Luckily the night was saved by our friends winning big on the machines and a wonderful meal at Markt but next time will we try one of the other casinos which have a better attitude towards smartly...

On May 30 at around 7:30 PM, as we approached the entrance near the Cebuana Lhuillier side restroom, a female staff member abruptly signaled us to stop with a rude hand gesture and denied us entry—without offering any explanation.

At first, we thought entry might not be allowed through that area, so we went around to another entrance. To our surprise, we were allowed in without issue, and the other staff were polite and professional, which we genuinely appreciated.

That said, we still cannot understand the behavior of your female staff member at the initial entry point. We were dressed appropriately and came as paying customers intending to play at the casino and dine in the restaurant. The unprovoked and dismissive manner in which we were treated felt both discriminatory and disrespectful.

To add to our disappointment, I submitted a report via your online form several days ago and have yet to receive any response or even an acknowledgment.

I urge your team to take this matter seriously and provide a clear explanation and...