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Business Profile

Casino

Hollywood Casino & Hotel Lawrenceburg

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/17/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hollywood Casino is the Indiana Gaming Co., LLC, which owns DoubleTree by Hilton in Lawrenceburg, IN. I am writing to file a formal complaint against the DoubleTree by Hilton Hotel in Lawrenceburg, Indiana, located at ** ****** ******, Lawrenceburg, IN *****.
    My concern pertains to the abrupt cancellation of my reservation, which has caused significant
    inconvenience to my family. Reservation Details: • Booking Date: June 12, 2024 • Scheduled Stay: February 20, 2025, to February 23, 2025 • Purpose of
    Stay: My daughter is participating in the Hollywood Dance Jamz event hosted at this hotel during these Business Headquarters
    Location
    ** ****** **
    Lawrenceburg, IN *****
    **********
    Incident Description: On February 13, 2025, just
    one week prior to our planned arrival, I was informed by the hotel that my reservation had been canceled. The reason provided was that a party had booked the entire hotel, leading to overbooking and the subsequent cancellation of my reservation. Impact on My Family: • Travel Plans: We are traveling from
    **********, Alabama, a journey of approximately six hours, specifically for this event. • Accommodation Challenges: The hotel offered to rebook us at an alternative location. However, given that the dance competition is being held at the DoubleTree, staying elsewhere presents significant logistical challenges. This is especially concerning as we have an infant, making it arduous to commute between hotels in the freezing cold. • Emotional and Financial Strain: The last-minute nature of this cancellation has caused undue stress and potential additional expenses as we scramble to find suitable accommodations close to the
    event venue. Desired Resolution: I am seeking reinstatement of my original Reservation

  • Initial Complaint

    Date:02/17/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Days after our stay we have a random $11 charge on our account and don't know what it's for. I've called 3 days in a row and left 3 different messages and no one has returned my call. This hotel is incredibly unprofessional.

Hollywood Casino & Hotel Lawrenceburg is NOT a BBB Accredited Business.

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