Complaints

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.

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Extremely Disappointed – Never Staying Here Again!
  
  I have stayed at this property 4-5 times over the past six months, but after my recent experience, I will never return.
  
  Most of my previous stays were uneventful, but my visit in December had some unexpected issues. First, I was unaware that housekeeping does not clean the rooms daily. While surprising, I accepted it. However, upon entering my room, I noticed what appeared to be a bloodstain on the bed cover. Since I typically sleep under just a sheet, I removed the cover and let it go. That night, I discovered the sheets had rips in them. Again, I didn’t make a fuss because they looked clean, and I assumed housekeeping would replace them the next day. Then, on my last night, I saw ceiling insulation scattered down the hallway as if someone had pulled it from the walls or ceiling. I reported it to the front desk in the morning, expecting it to be cleaned up overnight. I mentioned these issues in the feedback survey I received at checkout—nothing more. A manager later emailed an apology, and I figured that was the end of it.
  
  Fast forward to my stay from March 11th-13th. Everything seemed fine—the room, food, and casino were all acceptable. However, after checking out and driving back to Tennessee, I received my bill around 3 p.m. I was shocked to find a charge labeled “Room Reservation Charge - Feces on Blanket.”
  
  As a seasoned traveler, I have a consistent routine when checking out. I always place towels, washcloths, and trash cans by the door to make housekeeping’s job easier. I also straighten up the bed by placing the pillows at the top and laying the duvet neatly. I have done this for 20 years. I even take extra precautions—while watching TV and snacking, I laid a towel down to prevent any possible stains.
  This charge feels like retaliation for my honest feedback in December. I called the front desk manager but never received a response.

  Business Response

  Date: 04/03/2025

  Caesars Southern Indiana has reviewed the information shared and has documentation of the damaged blanket. Please see attached -

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On May 3rd 2023 I made hotel reservations with Caesars Southern Indiana for two rooms fir Kentucky Derby 2024. Because of my status with Caesars rewards I received one room complimentary and one room at a reduced rate. I paid deposits for both rooms. I received confirmations for both rooms King Beds non smoking immediately after booking. In January 2024 I contacted Caesars to resend the confirmations. I received both confirmations again showing king bed non smoking. Last week I received an email saying both rooms have been changed to smoking rooms with two beds due to availability. I emailed them back and called saying that this is unacceptable my reservation has been in place for almost a year. They said too bad I could cancel if zi wanted. They are well aware that rooms everywhere are sold out or going for over $1000 per night. It appears to me that they want us to cancel so that they can sell those rooms at a premium. This is highly unethical. As a cancer survivor I do not like to expose myself to smoke and this is a big problem. If I hadn’t booked a year in advance I could understand availability

• Initial Complaint

  Date:03/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  After staying in their hotel for 4 days I came back up to my room from the casino to find my key wouldn’t work. I go to front desk the lady says I owed them $110 for my dog. I told her he’d been there 4 days nobody said anything or asked about pets at check in. She stopped speaking to me and refused to give me a key to get my dog and stuff. Security came and convinced her to give them a key but i wasn’t allowed to go in. I went in anyways so they called the cops on me. What did she plan on doing keeping my dog locked in a room w no food and water?!! As I’m waking out tryin to fig out what to do(btw this is at midnight it’s pouring rain and freezing cold) a cop comes up to me and tells me if I don’t leave he’s taking me to jail and taking my dog to the pound. W my car broke down an hr away my only option was to walk down a 2 lane hwy in the middle of the night in the pouring rain freezing cold w cars and semi trucks zooming by at 80mph and my dog scared to death. I’m honestly surprised we didn’t get hit. The lack of empathy compassion and rude disrespectful pettiness that this woman displayed was off the charts. I’ve never in my life been treated anything even close to this poorly. I want all the money back I’ve ever spent there it’s well in the six figures

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I have never been in a business (especially casinos) where the majority of their employees in various departments go out of their way to either not do their job or do it incorrectly. AND THIS IS A CUSTOMER SERVICE INDUSTRY!
  Just a few examples of what I experienced during my stay from 6/1 thru 6/6:
  1). I had a $100 celebration dinner (I play hard and am a Diamond Plus Member). I was told by two of the hotel desk staff that I had to redeem only at restaurants in casino that served steak. This was incorrect. Had I believed it, I would have lost this comp.
  2). I had to call for housekeeping to clean my room I WAITED THREE DAYS!!!
  3). I spent close to $1500 at the casino during my stay. I had ordered room service the first night thinking with my level of play surely they will comp a measly $40.00. (Don't forget, I play hard at your sister property as well. I had to speak to 7 of your employees to get this comped.....PITIFUL. I really felt devalued as a customer. By the way, your casino host that answers the host line----her name is ***. This job is clearly not a good fit. She is another 'do nothing'. Do your job don't continue to pass the buck.
  4). Coffee and soda station are always a mess. Three times now if a morning coffee was out.
  So much more but I am running out of room.
  My recommendation; Provide comprehensive training especially in customer service. Hire qualified and experienced managers to manage expectations. (There is never a manager around when you need one).
  Caesars, you are not the only game in town. Don't kid yourself....I am not the only customer who is disenchanted with your establishment.
  Remember, no customers NO JOBS!