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Business Profile

Casino

Horseshoe St. Louis

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/07/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 am writing to formally express my disappointment and concern regarding an experience I had at your property on May 6, 2025, during my first visit to Horseshoe St. Louis.While in the poker room, I briefly used a vape once and was informed that vaping is not allowed. I immediately responded with, Okay. However, the situation quickly escalated unnecessarily due to the behavior of an employee named *****, badge/license number *********. He responded in an aggressive tone, saying, That better not be marijuana. I was puzzled by this confrontational assumption and asked why he would say such a thing. His tone became more aggressive as he repeated, It better not be ************ that point, I politely asked to speak with a manager. ***** flatly refused, saying No. Shocked by his response, I returned to my assigned table and attempted to resume playing with the three people I had come with. About five minutes later, I again approached the front counter to request a manager, and once again, ***** refused.Approximately 1015 minutes later, I was approached by security and told I had to leave the premises, without any explanation. I complied calmly, left the poker room, and again asked to speak to a manager. A gentleman who identified himself as the casino floor manager reiterated that I had to leave, still offering no ************** no point during this incident did I raise my voice, use inappropriate language, or cause a scene.There were no posted signs in the poker room indicating that vaping was prohibited. I complied immediately when informed, and yet I was met with hostility, singled out, and removed from the property without cause.I am a Diamond Plus cardholder (Players Card #: ***********) and have previously held Seven Stars status. My history with Caesars has always been positive, which makes this treatment all the more disappointing.

  • Initial Complaint

    Date:06/21/2024

    Type:Facilities Issues
    Status:
    Resolved
    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.
    We booked a non-smoking room and when we got there it had CLEARLY been smoked in. We also noticed a VERY nasty room. Simple things to clean had not been cleaned in weeks. (See pictures). We booked through Expedia and were told we would have to get a refund through them. When I contacted them, they said the hotel would not approve the refund, regardless of the promise of a non-smoking room and the biohazards in the pictures.

    Business Response

    Date: 07/16/2024

    We do apologize for the unpleasant hotel experience that ************* had. Our records show that Expedia refunded the cost of the stay to **************. We have recently hired a new hotel manager who is happy to contact ************** to ensure that she did in fact receive that refund from Expedia.

    Customer Answer

    Date: 07/17/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***********************

Horseshoe St. Louis is NOT a BBB Accredited Business.

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