No customer service, gigantic overfilled tables that make it difficult to see the board, most of the regular players really aren't all that friendly or fun to play with... it's hard to get a short handed game pretty much ever even though there aren't many people playing they're all crammed into one table per stake- at least, that's what it felt like the few times that I visited.
Harrah's KC's poker room on the other hand, is a great time. Plenty of action. Tables aren't HUGE and overfilled. Generally a friendly atmosphere, especially compared to Hollywood. Customer service may not be Vegas but its better than any other casino in the area.
I also won the top tier straight flush jackpot at Harrah's (which isn't influencing my decision,) but it's just a much better time at Harrahs compared to Hollywood. If the only option I had was Hollywood, I wouldn't play.