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I had one of the worst customer service experiences I’ve ever had at the Red Hawk poker room. I was treated in a way that felt insulting and disrespectful, with absolutely no reason for it. As a regular poker player, I expect to be treated with basic courtesy, but that was not my experience.
The senior staff member, Carl, was primarily responsible for how I was treated. Whether or not this incident matters to the poker room is up to them, but it matters a great deal to me. Respect is non-negotiable, and when I feel I’m being treated unfairly, I choose to walk away rather than accept it.
Because of this experience, I will not be returning to the Red Hawk poker room. I hope management reflects on how customers are treated, because no player should leave feeling humiliated or unwelcome.
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We're sorry to hear that you left feeling disappointed, as our goal is for every guest to have a positive and welcoming experience.
While we understand that your perception of the interaction was frustrating, our staff's intent was simply to keep the game running smoothly and see to the needs of all guests. During the interaction, you were asked to take your seat in the game so we could continue assisting the next guest in line. Unfortunately, you did not take your seat and were impeding the guests in line, including waving your finger in another guests face. Which required our team to remain focused on maintaining a respectful environment for everyone. The fact is, you took offense to being asked to take your seat.
Our team is committed to treating every guest with courtesy, consistency, and professionalism, even during these situations. We regret that your experience did not meet your expectations and appreciate you sharing your perspective.
We wish you the very best and thank you for having visited the Red Hawk Poker Room.
