Hollywood Casino & Resort Gulf Coast in Biloxi, United States, primarily operates as a casino resort, aiming to provide a comprehensive entertainment and lodging experience. However, recent guest feedback paints a largely concerning picture, with recurring issues that significantly detract from the overall stay. While a few positive notes exist, they are overshadowed by widespread reports of financial discrepancies, cleanliness issues, and poor customer service.
A significant area of concern for multiple guests involves unexplained or fraudulent charges. One disturbing account details a bartender allegedly charging an additional $11.25 on a credit card for an $18 transaction, despite a signed receipt indicating the correct amount and a cash tip being given. Attempts to resolve this issue reportedly required multiple phone calls, with little to no expectation of a refund.
Similarly, hotel guests have reported being overcharged for room nights, with additional, unexplained charges appearing on their bank statements beyond the quoted or booked rates. Guests noted that deposits were not returned promptly, and phone calls to dispute charges were met with staff claiming no extra charges were visible on their end, despite clear evidence from bank accounts. This lack of transparency and difficulty in resolving billing errors is a major deterrent for future stays.
Despite one positive review mentioning "nice & clean rooms," several guests recounted alarming experiences regarding the cleanliness of their accommodations. One guest discovered dirty towels and unmade sheets upon checking into a room that was supposed to be prepared for them. Even more concerning, they were told they would be given sheets and had to make their "OWN bed." Another highly unsatisfactory report mentioned finding "pubic hair on the toilet seat" upon arrival, which is a significant hygiene failure for any resort.
The quality of customer service appears to be a consistent pain point. Guests reported encountering unhelpful, dismissive, and unprofessional staff members. Instances include a hostess snapping back when asked about compensation for casino closures, and a front desk employee displaying a "very poor attitude."
A notable issue was the absence of management on duty, even during peak hours, leaving guests unable to resolve concerns like renting a cabana or addressing significant operational issues. There were also reports of the front desk being left completely unattended for extended periods, and long wait times for phone calls to be answered, with no follow-up on investigations into billing complaints.
Guests have been inconvenienced by significant operational issues within the resort. One review highlighted arriving to find the casino and buffet closed due to "technical issues" for the entire day, without any prior notice or offer of reimbursement. Furthermore, slot machines were reportedly still being "fired up" late on a Friday morning, indicating a lack of readiness.
The resort's digital systems also came under fire, with the "Play Penn" app described as "dumb, confusing, and not user friendly," raising concerns about accessibility for elderly patrons. Booking processes, both online and via phone, were cited as problematic, with inconsistent deposit amounts and additional charges for phone bookings.
Amidst the predominantly negative feedback, a few guests did report satisfactory experiences in specific areas:
Based on recent user reviews, the Hollywood Casino & Resort Gulf Coast appears to be struggling significantly with core aspects of guest satisfaction. The pervasive issues of questionable billing practices, unsatisfactory room cleanliness, and poor customer service, compounded by operational hiccups, paint a picture of a resort that is currently failing to meet guest expectations.
While the concept of a casino and resort offers entertainment, the current guest experiences suggest that potential visitors should exercise significant caution. Many reviewers expressed a strong preference for other casinos along the Gulf Coast, citing that they offer a superior overall experience. It is advisable for future guests to be vigilant with their financial transactions and manage their expectations regarding the level of service and facility operational consistency.
I stayed for two nights, I went to get two drinks at the stage bar because my friend and I were at the pool and there was no place there to get a drink. So I ordered two drinks at the stage bar. The bartender said it was $18.00 dollars so I paid with my card and I gave him cash for his tip. When a checked my statement at my bank he put $29.25. I don’t know how he did it. Because I signed the receipt for $18.00 dollars and I put a line where it said tip. That’s stealing. It took three phone calls for someone to answered me. The person who finally answered me said she will investigate it. But I know I’m not going to get my money back. So please people never use your card at the bar. Because they might use it to take more money than what supposed to be. My friend got the two nights room, first she tried to booked online and she couldn’t because every time she would try it was different amount for a deposit, then she called to booked and she had to pay for the called and different amount of what was told it would cost. The only good service we had was when we got the towels at the pool. Is ashamed.!!!!! And today is May 25/25 and I haven’t heard anything from them. If they are going to do something about it. Apologies or anything!!!!
Where do I begin? First off check in was okay because my husband and I like to stay on weekends but this was the first and the last time we will be staying at the Hollywood. I had booked for my sister and brother in law to stay the night before because they needed time away. Weeeellll we had a completely different reservation but kept the same room and went out for a little while when my husband and I got back it was STILL! DIRTY! Dirty towels and sheets had not been changed. When asked I was told we would be given sheets and we had to make our OWN bed! Now let’s talk about the price. I was overcharged and I will be disputing charges. I paid 358 dollars for one night and 119 dollars for Sunday night and again it was different reservation. Then I look at 3 more 109, 112, and 116 dollars charges. I never bought anything at the casino. We were told that the deposits would be given back and here we are two days later and nothing. I called the phone and the lady on the phone explained that she could not see any extra charges on her end. Well my chase bank account says something very different. We stay at casinos all along the coast every weekend and have never had a problem until now. Never again
Our first time back since August 2021. Arrived to find out that the casino and buffet were closed due to technical issues and wouldn't be back up and running for the rest of the day. When I asked the hostess that checked us in, if there would be any kind of reimbursement or room rate deduction or comps due to the casino being closed, she snapped back that it wasn't her problem. So I asked if we could cancel our reservation since the casino wasn't fully operational, and was told we would not be refunded.Ok, so we're stuck out of town at a casino that wasn't operational. We get up to our room. Pubic hair on toilet seat. Great.Went downstairs Friday morning for lunch at 11:30, casino workers were still firing up the slot machines.The whole Play Penn concept is dumb, confusing, and not user friendly, i can't imagine an elderly person being able to navigate the app.We definitely will not be back. There are too many other awesome casinos that have more to offer. We came from out of state to try to enjoy ourselves.
I have no complaints! The rooms are nice & clean. Room service was quick & my food was not cold when it arrived. Housekeeping cleaned the bathroom & gave us fresh towels as we requested. Our stay was for 2 nights. Check-in was quick & easy. Everyone is nice & kind.
Dear Hollywood Casino Hotel Management,I am writing to express my disappointment with the service my family and I experienced during our recent visit. We attempted to rent a cabana but were unable to do so due to the absence of a manager on duty—something that, to my understanding, should always be in place to resolve guest concerns.A front desk employee named Jan, an older woman with blonde hair, was especially unhelpful and displayed a very poor attitude throughout the interaction. Her approach was dismissive and unprofessional, which made the experience even more frustrating.What’s more concerning is that at 2:08 PM, there was still no manager present, and the two front desk employees walked away from the counter, leaving it completely unattended for approximately 15 minutes. This level of service is unacceptable and not what we expected from an establishment of your reputation.I hope this matter is addressed promptly, and I would appreciate a response outlining the steps you plan to take to ensure better service in the future.