Live! Casino & Hotel Philadelphia
🏨 Hotels & Travel · Philadelphia
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
The hotel shower was dirty with mildew and missing body wash.
Business reply on Google
Lindy, thank you very much for taking the time to share your feedback with us. I sincerely apologize for the experience you had during your stay. We strive to always be prepared for our guests, and we clearly missed the mark on this occasion. I would appreciate the opportunity to speak with you further about your experience. Please feel free to reach out to me at your convenience at [email protected]. Thank you again, and I hope to hear from you soon. Hunter Guest Experience
Customer alleges unfair payout rates on casino games.
Business reply on Google
Thank you, Ted! We're thrilled to hear you had a great experience with our staff. We pride ourselves on providing excellent service, win or lose. Hope to see you again soon for more fun!
inconsistent information regarding the release of a security deposit hold
Business reply on Google
Hi Anthony, thank you for sharing this with us. We understand your disappointment and frustration, and we would love to help in any way we can. If you have any additional information about your situation that could be helpful, please reach out to us directly through our contact us form: https://www.livech.com/philadelphia/about-us/contact-us. Here we can get you in touch with a team member who can help provide some insight and help you find a solution.
Casino withheld funds from a canceled transaction and charged excessive fees.
Business reply on Google
Thank you for taking the time to share such a detailed review. We’re truly sorry to hear that your recent experiences have left you feeling unappreciated, especially after the time and loyalty you’ve invested with us. Your feedback matters, and we never want any guest to feel overlooked. We understand how frustrating it can be to see changes in offers, especially when you’ve been consistently engaged with your play. While offers can vary based on many factors, it’s clear that the adjustments you experienced felt abrupt and disappointing. We’ll be sharing your comments with our team so they can better understand how these changes impact loyal guests. Regarding your earned slot cash, ATM fees, and comps, we hear your concerns. Your perspective helps us identify where expectations may not be aligning with the value we aim to provide. We’re committed to reviewing these areas to ensure they remain fair and competitive. We’re also sorry for the delays and confusion surrounding your event ticket offers. When something is presented as a reward for your play, it should not feel uncertain or last‑minute. Your experience with the Matt Rife and Phillies tickets clearly missed that mark, and we
Warehouse staff were aggressive and the facility lacks a loading dock.
Business reply on Google
Hi Eli Express Lanes, thank you for providing your review with us. We're very sorry to hear about the challenges you encountered during your delivery. I've shared your message with our head of purchasing and warehouse operations so we can address this internally and work to improve the experience for all delivery drivers moving forward. If you’re willing, we would greatly appreciate any additional details you can provide. You can share more information using this link: https://www.livech.com/About-Us/Contact-Us Thank you again for bringing this to our attention. Your feedback helps us do better.
Slot machine payouts were significantly lower than expected.
Business reply on Google
Thank you for taking the time to share your experience. We’re truly sorry to hear that your visit left you feeling frustrated. While outcomes on our machines are determined by regulated, independently tested systems designed to ensure fairness, we understand that it can still feel disappointing when the results don’t match the level of play or excitement you were hoping for. Your feedback is important, and we take concerns like yours seriously. If you’re open to it, we’d appreciate the chance to hear more about your experience and address any questions you may have. Please feel free to reach out to us directly through our Contact Us form: https://www.livech.com/philadelphia/about-us/contact-us.
Electronic craps machine malfunctioned and staff refused to resolve the error.
Business reply on Google
Thank you for taking the time to share this experience with us. We're truly sorry for the frustration you felt regarding the situation. You raised reasonable concerns, and we apologize that the explanation you were given didn’t align with what you witnessed. You deserve clear communication and a resolution that feels fair and respectful. We appreciate you bringing this to our attention, and we take feedback like this seriously. We'd like the opportunity to look into this further and make things right. If you’re open to it, please reach out to us directly through our survey: https://www.livech.com/philadelphia/about-us/contact-us. Thank you again for sharing your experience.
Slot machines have poor payout rates and inadequate player rewards.
Business reply on Google
Thank you for taking the time to share your thoughts. We’re truly sorry to hear that your experience at Live! Casino & Hotel Philadelphia left you feeling this way. We never want anyone to walk away feeling disappointed or unheard. Your feedback about the atmosphere, gaming experience, and overall energy of the casino is important to us. We know every guest comes in with their own expectations, and when we fall short, it’s something we take seriously. We’d really appreciate the chance to learn more about your visit so we can address your concerns directly. If you’re open to it, please reach out to us at https://www.livech.com/philadelphia/about-us/contact-us so we can continue the conversation. Thank you again for your honesty. We hope we’ll have the opportunity to provide you with a much better experience in the future.
Management refused to open a requested poker game despite sufficient interest.
Business reply on Google
Hi David, thank you for sharing your experience. We strive to provide a great gaming environment for all our players, and we're sorry to hear about your recent visit. Your concerns regarding the poker room will be shared with our management team to help improve our operations. Thank you for bringing this to our attention.
Unexpected additional charges and poor ventilation causing cigarette odor throughout…
Business reply on Google
Hi there, thank you for reaching out to us regarding your concern. We sincerely apologize for any complications during your stay. Our team would love to help find a solution for your situation. Don't hesitate to get in touch with us by calling (204)-712-3938, so we can discuss the matter directly and come to a resolution. Thank you again.
Manager refused to provide change for a fifty dollar bill
Business reply on Google
Hi Clay, thank you for sharing your recent experience with us. We apologize for the inconvenience and we would love to know more information to prevent this from happening again. If you have any other relevant details, please email [email protected]. Thank you again for reaching out to our team.
Shuttle bus caused traffic obstruction by stopping illegally in the road.
Business reply on Google
Hi Phil, we apologize for any inconvenience our shuttle might have caused you. We appreciate your feedback on your experience. Your concerns are valid, and we will address this issue with our team. If you have any additional details, please email [email protected]. Thank you.
Guest reported bed bug bites during hotel stay.
Business reply on Google
Hi William, thank you for sharing your experience with us. We’re truly sorry to hear about your stay and want to support you however we can. Maintaining a high standard of cleanliness throughout our property is extremely important to us, and we appreciate you bringing this to our attention. After notifying our hotel team, the room was promptly inspected by certified professionals, and no issues were found during their evaluation. If you have any additional questions or would like to discuss your stay further, please feel free to reach out to us directly at [email protected] or [email protected].
The hotel failed to provide the specific room type booked.
Business reply on Google
Hi Dan, thank you for taking the time to share your experience. On behalf of the organization, I sincerely apologize that the room you received did not match the reservation you made. We understand how disappointing it must have been to expect a king deluxe on the top floor near the elevator, and instead be placed in a different room. Your feedback is very important to us, and we will use it to review our reservation and room assignment process to prevent this from happening again. If you’re willing, we’d appreciate hearing more details directly at [email protected] so we can better address your concerns and improve our service.
dirty room, key card issues, and poor valet service
Business reply on Google
Hi Sierra, thank you for sharing your thoughts on your recent stay at Live! Casino & Hotel. We are truly sorry that your trip with us did not meet your standards. We have reached out to our hotel team to make sure we can enhance your experience. If you would like, please feel free to reach our direct line by emailing [email protected] if you have any additional details. Thank you again for your patience.
Uncleaned hotel room and inconsistent valet pricing practices.
Business reply on Google
Hi Banjar, thank you for providing us with your feedback on your recent visit. We sincerely apologize that your trip fell short of your expectations. We contacted our hotel team to ensure that they are finding the best possible solution for your group. If you would like to share any additional comments or concerns, please feel free to reach our direct line by emailing [email protected]. We greatly appreciate you and hope to make it up to you in the future.
The hotel room was unclean, staff were dismissive, and valet fees increased.
Business reply on Google
Hi John, thank you for reaching out about your experience at Live! Casino & Hotel Philadelphia. We deeply apologize for any inconveniences during your recent stay. Our hotel team has informed us that they have been made aware of your review and are working on a solution. If you have any further details, please feel free to reach us at [email protected]. We greatly appreciate you leaving us a review and want to thank you for your patience.
Staff repeatedly disturbed guests with early morning knocks before checkout time.
Business reply on Google
Hi Lisa, thank you for sharing your experience with us. Our team deeply apologizes for the inconvenience and how it affected your stay. You completely deserve to sleep in during your birthday trip. We completely understand your frustration and validate your concerns. Your experience will be addressed further with our management to find a solution. Thank you for your patience and understanding, Lisa.
User unable to withdraw funds from casino account
Business reply on Google
Hi Ray, we appreciate your feedback and would like to solve this issue for you. We're sorry to hear about your experience and understand your frustration. Please email any additional relevant details regarding your stay to [email protected] so that we can address your concerns to the fullest extent. Thank you, Ray.
staff failed to assist with locating a lost credit card
Business reply on Google
Hi Michael, we're sorry to hear about your experience. We strive for excellent customer service, and it's clear we fell short. Our team would love to know more about your recent trip, if you would like, please email [email protected] so we can resolve this for you. Thank you for sharing, Michael.