Charles Town Gaming, LLC

July 23, 2015Dear [redacted] :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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 BGeneral Manager

July 23, 2015Dear [redacted]:At Hollywood Casino at Charles Town Races we take great pride in the quality, preparation and service of our food products in all 12 of our dining options on property. Those options combined serves thousands of guests every day.On July 4,2015 our [redacted] Buffet served over...

760 guests. Unfortunately, at approximately 6:30pm; one of our guests contacted us for assistance. It 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 mouth. Per 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 Injury. Once 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 [redacted] 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 [redacted] 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 report. It 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 report. This Item remains secured and In our custody.We had no knowledge that this guest continued to be displeased as he continued eating at The [redacted] Buffet with no further complaints and made no attempt to contact us directly. We were later made aware of his complaints via the internet on various blogging sites. We responded to this guest with a letter on July 10,2015 with an offer of two free [redacted] Buffet tickets. We 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