ComplaintsforHollywood Casino & Resort Gulf Coast

• Initial Complaint

  08/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 08/26/2024 I utilized Hollywood Casinos valet parking. The following day I went to get my car and valet lost my car key. Im now stuck with no car key at hollywood casino. Ive been being told everyday a locksmith is coming to make me a new key an its 08/29/2024 and im still stuck here with no key an they are trying to make me leave the room everyday without my car.

  Business response

  09/03/2024

  When the keys were found to be missing on 8/26, an effort was made by security, valet, and surveillance to locate the keys. When the keys could not be located within a reasonable time, a locksmith was called. At the time the locksmith was called, we were assured that the replacement key for the vehicle could be produced same day. Upon arrival of the locksmith to property,it was found that the keys required a special fob. The locksmith said that he could overnight the keys and have them available to him Wednesday afternoon/evening. He advised that as soon as the fob was in his possession, he would return and program it to the vehicle and that the latest this would happen would be Thursday afternoon (8/29/2024). As the guests were due to checkout on 8/27/2024, we offered to give the guests a ride to their home,which is located about 3 miles from our property, so that they could retrieve their second vehicle and have transportation until the new keys were available for their vehicle. The guests declined and said they would rather stay on property until their vehicle was ready. I told them we would check in every day to see if the locksmith was able to take care of them, but that I was happy to extend their stay as long as needed so that they could wait for the new key. On 8/29 I was advised by security that they had made a claim that I was not treating them well and that I was not buying them meals or making sure they were comfortable during their stay. They had room charges for F&B totaling $398.28 and room rentals $241.66, all which were comped to my Admin comp code. At no point did the guest ask for any other compensation outside of key replacement, hotel accommodations, and food during their Stay. The locksmith was able to create the new key for them on 8/29 around 5pm and released it directly to the guest, who departed property soon after.
  

  It should be noted that the guests were particularly nasty to the buffet staff, as well as front desk staff throughout this situation. The guests were put in contact directly with the locksmith who told them the key would be available Thursday, 8/29, so not sure why they are saying they were being told every day that a locksmith was coming. 

  Customer response

  09/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22215374

  I am rejecting this response because: We were extremely patient with all the staff. We were locked out of our room every day we had to stay, we had to go down for keys and also had to wait for verification that we were still supposed to be there. Security had to walk me to the room because my purse was in the room, and I was locked out and I didn't have my id so they wouldn't make me a new key. I had to ask to get food and was told charge it to my room which my credit card was on file for. I had to pay for Ubers to get to my heart doctor appointment and to the store for personal items. I never told them I could go get a second vehicle because I don't have a second vehicle. The manager ***** was very rude and disrespectful and did not want to really be of assistance very hard to contact they would say she was in meetings, and we would have to wait hours before buffet would be told we were allowed to eat. The front desk staff laughed when I had my panic attack and had security tell me I was fine and check my blood pressure. I have a heart condition, and the extreme circumstances has given me extreme discomfort and I'm still worrying if someone will be able to access my car because I don't know if the staff really lost my key or if someone has it and it also had my house key and safe key which makes me very uncomfortable. I had to just sit in the room for days they offered no type of comps to play in the casino for any type of apology or anything of that nature. I didn't lose my keys on my own the valet staff of Hollywood Casino lost my keys, and we were treated as if we had done something wrong and we burdened them. My husband lost work because we had no Transportaion. We were truly treated wrong, and the entire situation was at the fault of Hollywood Casino ************ staff and their negligence. If they were more responsible and took their jobs and business more serious my keys wouldn't have been lost at all. At the time when I placed my keys in the hands of Hollywood's Valet Staff, they became responsible for my keys and vehicle. They are supposed to have a system in place that is supposed to be followed by the staff to ensure this type of situation doesn't happen. It took almost 4 hours before anyone even talked to me about what was gone on with my key. My room was not automatically extended I was woken up by housekeeping everyday expecting me to checkout. I'm now having to take mt heart medicine more frequently since this nonsense. Hollywood Casino needs to make this right.

  Regards,

  *********************

  Customer response

  09/03/2024

  Nobody ever offered to bring us home. I don't have a second vehicle so how would I go get a second vehicle that I don't have. They were trying to make us leave every day we were there the locksmith came late Monday night I had been asking for my key from valet since about 9:45am on Monday 8/26 I had to wait hours and hours then they said they had to have security look at cameras and then we still had to wait. The day the key was supposed to be their ***** told us on Wednesday we should receive it because it had to be ordered, and we didn't get a key until late Thursday night. they lost my key on a Monday. we were not offered any apology of any sort of any type of offers to make the situation better. We were made out to be a burden and we were guest who placed our keys and trusted into the casino expecting them to do their job. In return the casino was negligent and irresponsible, and we received the most horrible customer service possible.

  Business response

  09/04/2024

  We appreciate the opportunity to respond to the concerns raised by **************************,regarding her recent experience at Hollywood Casino.  While we strive to provide exceptional service to all of our guests, we respectfully disagree with the guests account of the situation.    Our goal is to provide all guests with the best possible experience, and we take every feedback seriously.
  Thank you for bringing this matter to our attention.  We remain committed to resolving guest concerns fairly and respectfully. 

  Business response

  09/04/2024

  We appreciate the opportunity to respond to the concerns raised by **************************,regarding her recent experience at Hollywood Casino.  While we strive to provide exceptional service to all of our guests, we respectfully disagree with the guests account of the situation.    Our goal is to provide all guests with the best possible experience, and we take every feedback seriously.
  Thank you for bringing this matter to our attention.  We remain committed to resolving guest concerns fairly and respectfully. 

  Customer response

  09/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22215374

  I am rejecting this response because: This is unacceptable, and Hollywood Casino should be held responsible for their negligence. 

  Regards,

  *********************

  Business response

  09/05/2024

  The locksmith was able to create the new key for them on 8/29 around 5pm and released it directly to the guest, who departed property soon after. 

  Business response

  09/05/2024

  The locksmith was able to create the new key for them on 8/29 around 5pm and released it directly to the guest, who departed property soon after. 

  Customer response

  09/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22215374

  I am rejecting this response because: I'm very disappointed in the service I received, and I should receive comps and Freeplay at the very least.

  Regards,

  *********************

  Customer response

  09/05/2024

  The casino could've at the very least offered an upgrade to a suite and a additional comp for a week/weekend of our choosing so we could actually enjoy our stay and added at least enough free play to enjoy the comped nights on my husband and I players card some buffet comps for my husband myself for all the inconvenience we had to endure. The money I spent on Ubers an additional item's I wouldn't have had to purchase if I wouldn't have been stranded. This would be nice as an apology.

  Business response

  09/09/2024

  Our position remains the same and we can offer no further responses in regard to this complaint.  Thank you

  Customer response

  09/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22215374

  I am rejecting this response because: UNACCEPTABLE

  Regards,

  *********************

  Business response

  09/10/2024

  We do not wish to keep corresponding with this guest.  Can you please close this out?  

  Regards,

  *****************************

  ************

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