Review of Hollywood Casino St. Louis 4*

I think the best way to describe my experience is to share my direct communication with Hollywood. Enjoy folks: I am having a serious customer service issue with your "booking" department. I had the unfortunate displeasure of speaking with a woman by the name "Meg" on March 17, 2014 at 9:34PM. First, let me tell you the back story. I booked a hotel room on January 11, 2014 with an older gentleman with a slight southern accent. This man was fantastic and was able to help me book a room for March 15th-16th. I soon realized after the phone call that I needed to change my booking to the 22nd-23rd weekend instead. I called back within 20 minutes of making this booking and spoke with the same gentleman who took care of my booking. I advised I needed to move the booking to the following weekend and he said he would take care of it for me. I called Hollywood Casino today, March 17th, just to make sure everything was set for this weekend since I have received little to no correspondence in regards to my bookings. "Meg" advised I only had one room booked and it was a double non-smoking room. I booked this room online within the last month when we found out we had more out-of-towners coming in for our event. I asked about the booking I made in January for the two room suite and she advised it was cancelled and not rescheduled. When I tried to explain that it was supposed to be rescheduled to the same weekend my second booking was for she rudely advised me that it didn't matter because all of the suites are booked for this weekend and there's nothing anyone can do for me. I asked to speak with a manager and she put me on hold. Shortly after "Meg" came back to the line and advised no one answered at the front desk and she could not get a supervisor at this time. I told "Meg" I would hold until someone is available since our reservation is for 5 days from now. She then laughed at my response. My exact words were "Please don't laugh, I don't find this funny" to which I received a reply of "Ma’am, I didn't laugh, I chuckled". Apparently those are two different things where “Meg” comes from. So I was placed on hold again and no one came to the phone once more. "Meg" picked up the phone and advised she had calls waiting to be taken care of and could not help me further. I then left a voicemail in her supervisor's voicemail since she (Miss Williams) is off work today. I then called back to the customer service line and spoke with a woman by the name of Angela. She was quite pleasant and directed me to the supervisor's voicemail at the front desk so I could leave a message there as well. All in all my issue is still not fixed and if I could cancel all future reservations with Hollywood Casino I wouldn't have written this lengthy letter. We have several guests coming in from out of town who have booked rooms at Hollywood already. My hope is that someone can see there is a clear error here on Hollywood's part and rectify the situation by allowing me to have the booking I made in January. Please contact me back as soon as possible either through email or directly on my cell. Finally, I suggest you take a serious look at your customer service team member "Meg". She is not only detrimental to your success and overall customer experience, she is the perfect example of an employee that a corporation should not be supporting or backing by employing and placing on their front line.