Charles Town Gaming

July 23, Dear *** ***:At Hollywood Casino at Charles Town Races we take great pride in the quality, preparation and service of our food products in all of our dining options on propertyThose options combined serves thousands of guests every day.On July 4,
our *** Buffet served over guestsUnfortunately, at approximately 6:30pm; one of our guests contacted us for assistanceIt was first reported as an object found in food and upon our Security response it was reported to be an object found in this guest's mouthPer our policy, this prompted an in-house medical response to be called.Our Security and EMS staff followed policy by obtaining the facts necessary to complete their report thoroughly and to confirm whether he desired any additional medical services beyond our staff.This guest reported no InjuryOnce he expressed no discomfort or need for outside services our staff left so that he and his companion could continue eating their meals.The response from our *** Buffet staff, our Security staff and our EMS staff was a display of concern for not only what was being reported, but how our guest was feeling.As he reported no Injury, declined any further medical assistance and continued his stay in The *** Buffet, we concentrated our efforts on investigating the Item.Please be assured that our Executive Chef and other applicable management team members of our Food and Beverage department were immediately made aware of this reportIt was then Investigated by all parties and It has been determined that the Item found was a piece of the clam shells found on the guests plate at the time of the reportThis Item remains secured and In our custody.We had no knowledge that this guest continued to be displeased as he continued eating at The *** Buffet with no further complaints and made no attempt to contact us directlyWe were later made aware of his complaints via the internet on various blogging sitesWe responded to this guest with a letter on July 10,with an offer of two free *** Buffet ticketsWe have not received a response to date,As we do value our guests and their experiences during each of their visits, we would like to again extend our offer of two complimentary buffet tickets for allowing us the opportunity to ensure our commitment to quality food service continues.Sincerely,
Al B
General Manager

Review: I asked multiple times before 1:01am on 5/11/13 when I text my friend (who is disabled and I have taken to the casino so many times the people at the food court know me and my orders), for help in cashing out the machine that required assistance. The casino was incredibly crowded and I waited over an hour and proved it to the slot floor managers (business card reads the name [redacted], and another manager when I went to the cashier asking for the most senior manager by showing them the times of the text messages I was sending); that I had been asking for help with a slot that asked for a cashier payout. My phone was dying and I couldn't get hold of my friend or her sister begging them to get someone so I could leave. I asked the drink girl (I am not sure of the proper term) who said she paged someone. A half hour later I asked again. It took another 15 minutes for someone to come (I have everything documented on my cell phone and can provide copies or even send the entire phone in as a matter of principle). I was offered nothing but a food comp at first (who eats at 2am?), then a 20 dollar comp play (which I have been getting anyway in 10 dollar increments due to the competition from the Maryland casino). The fact of the matter is I usually go check on my friend. Had my phone had died and I had to leave there would have been no way to prove the money stuck in the machine was mine plus I had no way to track down my friend aside from running all over the casino and due to privacy matters: I would never have had her paged. Needless to say when I finally found my friends after an hour in a panic (I have conditions as well, extreme anxiety, depression, and was even committed at one point by the state: by mistake mind you), and I was angry. The medication I was put on gave me lasting tremors since 2003, and they come up when I panic. There have been instances where people sue when they are denied money that is rightfully theirs, also had I gone into a panic and something had happened to me or my friend or I couldn't have driven everyone home...what then? They are lucky I am not pressing charges as far as I am concerned. What they offered was in no way satisfactory. What happened was in no way alright by any means. Although I have no way to prove it...I was wanting to get on a machine that kept cashing out as I watched people get on it. I have lost thousands of dollars and that is fine. But this is a matter of principle...I could have gotten everything back had I been able to move because again; the machine I wanted (as I stated to everyone I talked to, kept cashing out). I want compensation for wasting an hour of my time I don't have. I do not want the insult they offered. Apologies at that point were not acceptable by any means.Desired Settlement: They can see by the cards how much was lost. Especially when I tried a machine close to me that had just stopped cashing out. I want something. Anything but the insult that was offered. I have been to that casino over 100 times as I am sure can be tracked by my card.

Business

Response:

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