Complaints

This profile includes complaints for Tropicana Casino & Hotel's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tropicana Casino & Hotel

  2831 Boardwalk Atlantic City, NJ 08401-6338

• 

  Tropicana Casino & Hotel

  3400 Brighton & Boardwalk Atlantic City, NJ 08401

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:08/23/2024

  Type:Customer Service 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.

  I called Tropicana to confirm our reservation details for this upcoming week and was told there was a daily parking fee. I asked for more details, as this was not disclosed at the time of booking. After being placed on hold for 30 minutes a supervisor (****) came to the phone and apologized and stated that customers should call before booking to see if there are any undisclosed fees prior to booking (???) I advised this was insane and that should be disclosed during the online booking process. He told me he could not help me after this 45 minute call and told me to call the front desk. I called again and was placed back on hold for 25 minutes waiting for the front desk.

  Business Response

  Date: 08/23/2024

  We apologize for the inconvenience. Unfortunately, wait times may vary due to high volume of calls. The guest can text IVY at ************ for any additional hotel information or questions during her stay. 

  Thank you

  Customer Answer

  Date: 08/28/2024

  
  Complaint: 22185484
  
  I am rejecting this response because:
  
  THIS DOES NOT ADDRESS MY CONCERNS ABOUT HIDDEN FEES. TO MAKE MATTERS WORSE, AFTER BEING TOLD WE CAN CHECK IN EARLY IF THE ROOM IS READY BY CUSTOMER SERVICE I AM NOW BEING TOLD THERE IS ANOTHER FEE ASSOCIATED WITH THE SAME. PLEASE ADVISE OR OTHERWISE I WILL REPORT TO CFBP, AS CLEARLY THERE IS SOME ATTEMPT TO TAKE ADVANTAGE OF YOUR CONSUMERS.
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/28/2024

  Regarding early check-in, please note that there is a fee associated with this service. The early check-in fee, which is listed on our website, is $30 plus tax for check-ins between 9 AM and 1 PM, and $15 plus tax for check-ins between 1 PM and 3 PM.
  

  We strive to provide transparency on all charges, and all such information is available on our website to help our guests make informed decisions. We apologize if this was not communicated clearly and appreciate your understanding.
  If there is anything further I can assist you with, please let me know.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair 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.

  This hotel did not deliver what they said would be. First off we were promised a room with no carpet because my wife is highly allergic to the fibers. At first when I complained about changing room to what we were promised and what the picture show online they said no. Then after me still complaining they agreed to change rooms. The new room they gave us was supposed to be smoke free and let me tell you the prior guest 100% smoked in the room. We left the reservation early. Just disgraceful.

  Business Response

  Date: 07/22/2024

  We strive to provide the best service in the industry, and we apologize that your experience was not the best. We apologize that your experience did not meet your expectations due to the issues you outlined in your email. We know how much our customers look forward to visiting us here in *************, and we are committed to delivering products and services that make it easy for everyone to enjoy their stay at our hotel.
  
  We regret that these issues left you with a poor perception of our property. We hope that you will look at this as an isolated incident and that it will not deter you from revisiting us. Please be assured we have forwarded your comments to our Hotel Management Team, as they will work diligently towards correcting the breakdowns you mentioned and the level of service we provide. 

  While we do our best to accommodate each guest request, the ability to meet the demand of each patrons specific request in regard to room type or location can never be guaranteed. 

  Your patronage is important to us, and we hope that youll  continue to give us opportunities to serve you.

  Customer Answer

  Date: 07/23/2024

  
  Complaint: 22026325
  
  I am rejecting this response because:
  We went to front desk numerous times to complain about our stay. We simply asked them to refund our stay but they kept giving us the run around.  From ******(front desk at check in )  to ****** the supervisor which didnt even bother coming out from the back.  You cant tell a potential guest they are getting a room without carpet and then when they arrive tell them sorry this is all we have  and then finally switch us a new room that supposed to smoke free and smell like smoke Total disgrace 

  
  
  Regards,
  
  ***************************

  Business Response

  Date: 07/24/2024

  We understand your frustration and we do apologize.

  We apologize that your experience did not meet your expectations due to the issues that you outlined in your email. We know how much our customers look forward to visiting us here in ************* and we are committed to delivering products and services that make it easy for everyone to enjoy their stay at our hotel. While we do our best to accommodate each guest request, the ability to meet the demand of each patron's specific request in regard to room type or location can never be guaranteed.

  Unfortunately, your request for a refund has been denied.

  Sincerely,
  Customer Relations  
  ********************

   

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 booked a room for the night of 7/13/2024. Paying the total amount of $358.50 including the resort fee. To start when we got there to check in we waited almost 30 minutes in line only to be next and the employee tell us we needed to go to the main lobby to check in because thats what their manager advised them to tell everyone in line. We get down to the main lobby to then have to wait in line again for about another 30 minutes. After finally checking in, the room we were given was in the *************. The hallway leading to our room felt so warm. Our room was so hot the temperature read 75 degrees but it felt warmer. We turned the air conditioner on low all the way down to 60 hoping when we got back from dinner it would feel cool in the room. When we got back from dinner it was still so hot and the temperature stayed the same as it was when we left. We called guest services and a maintenance worker came to the room and fixed it. He told us that sometimes the air conditioner needs to be turned off and then turned back on to kick back on and let out cool air. It did kick on and about 45 minutes later it went back to being warm again. My husband had to turn the air conditioner off and back on about 5 times that night. Having a terrible nights sleep. Not only was the room dirty and the carpet wet from condensation, it was a complete horrible experience. Ive stayed at the Tropicana many times over the years and due to this experience I may never stay there again. I hope the hotel makes this right.

  Business Response

  Date: 07/15/2024

  Hello,

   We have issued a refund in the amount of $50 please allow 7-10 business days for credit to show in your banking statement. We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.
  

  Customer Answer

  Date: 07/15/2024

  
  Complaint: 21990275
  
  I am rejecting this response because: Although I do appreciate the prompt response, I do not feel $50 is a fair compensation due to the multiple inconveniences we faced. The maintenance person knew the room we stayed in had a bad compression in the air condition and staff still booked us in that room. I would like a full refund or a night stay in a different section of the hotel to make up for our ruined experience. Thank you. 
  
  Regards,
  
  *********************************************

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair 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.

  I stayed at Tropicana and booked through Expedia. I booked the west tower for 2 nights and was told that I couldnt stay there due to construction. The tower I choice I have stayed in prior and enjoyed the view. This kind of put a damper on me and my boyfriends vacation for valentines weekend. I was tood my valet would be comped and it wasnt. I truly regret staying here. I almost rebooked for Memorial Day and a coming home event but we will be at resorts instead.

  Business Response

  Date: 04/18/2024

  Thank you for contacting us here at ********************* and informing us of your concerns regarding this matter. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise.
  
  We apologize that your experience did not meet your expectations due to the issues that you outlined in your email. We know how much our customers look forward to visiting us here in ************* and we are committed to delivering products and services that make it easy for everyone to enjoy their stay at our hotel. We regret that these issues left you with a poor perception of our hotel. We hope that you look at this as an isolated incident and that it will not deter you from revisiting us. Please be assured that we have forwarded your comments to our Hotel Management Team as they will work diligently towards correcting the breakdowns you mentioned and the level of service we provide.
  
  Once again, please accept our sincerest apology, and thank you for allowing us the opportunity to respond to your concerns. We truly appreciate your business and hope that we may have the pleasure of welcoming you back in the future.
  

  Customer Answer

  Date: 04/18/2024

  
  Complaint: 21591244
  
  I am rejecting this response because:
  
   Nothing has been resolved 
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 04/18/2024

  
  Complaint: 21591244
  
  I am rejecting this response because:
  
   Nothing has been resolved 
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 04/18/2024

  
  Complaint: 21591244
  
  I am rejecting this response because:
  
   Nothing has been resolved 
  
  Regards,
  
  *****************************

  Business Response

  Date: 04/29/2024

  Upon review of your reservation, we did not find any notes stating that you will be getting at refund for valet. While we do our best to accommodate each guest request, the ability to meet the demand of each patrons specific request in regard to room type or location can never be guaranteed. We apologize for the inconvenience. 

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  We stayed at Tropicana hotelFebruary 11th. . We went Downstairs and as we were Returning upstairs we got stuck in the Elevator. We were stuck in there for at least an hourwe kept calling for help and kept getting told. They were calling a techniciani went into a full panic attack and couldn't breathe and was overheated. I was terrified. I was screaming for them to open the door. When the technicians arrive all We could hear is them discussing that. They couldn't get us out which panicked me even more. We were stuck in the elevator with a retired fireman who kept yelling to them. You have to call the fire department. We have a woman in distress and she's not doing too well. Which was me I had to strip down to practically my bra at One pointthe elevator shot down from the 53rd floor to the casino so fast it terrified all of us. It wasn't until so much later that they finally called the fire department. Why wasn't that done immediately?When we finally got out, there was a crowd outside of Super Bowl.People And I had to be held up physically by staffto be taken outside to cool off and breathe.The entire stay was ruined.I couldn't sleep the entire night. Terrified of the morning that I would have to get back on that elevator not once. Did someone check on us or even offer a water? For compensation, we had set up to pay extra for a late checkout. But we never got to enjoy the room because because of our terrifying ordeal. I am now terrified to even stepfoot in an elevator. I feel so traumatized for being trapped that long and hearing them. Discuss that they couldn't get us out. It waunprofessional and for such a big hotel. They should have adequate people that can open an elevator I've sent 3 or 4 emails over the past few days since I got home and have heard nothing back..I want my room refunded at the very least. And I will be talking to a lawyer. This was not okay and I was completelyembarrassed to be practically my undergarments. In front of all those people

  Business Response

  Date: 02/15/2024

  Hello ****,

  I can see in our system that you logged in on 2/12/2024.I do not see and email from you. I have created an incident and one of our agents will research this issue and contact you once this is completed.

  Customer Relations 

  Caesars Entertainment

   

   

  Customer Answer

  Date: 02/19/2024

  
  Complaint: 21296903
  
  I am rejecting this response because:
  
  I'm still yet to hear from anybody it's been over a week. I see your hotel really care about their guests . Just awful
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/12/2024

  Type:Sales and Advertising 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.

  My stay was from 1/5 to 1/7, I checked into Chelsea ****** I noticed a stain on the bedsheet, and the toilet seat looked worn down. I had to remove the cover and proceed with my stay. Midnight I was abruptly woken up out of my sleep by someone attempting to enter my room, there were a few knocks, I did not answer the door because it was midnight and I was afraid to answer that late after I heard the door (sound like it was turning) I waited for the noise to stop (I had already put the chain lock on the door) and looked through the peephole I did not see anyone and looked down and saw a paper that said I could not use the water and that water would be supplied. I only received 2 small water bottles during my entire stay, which is unacceptable. I had to use water bottles that I had packed, but it was a huge inconvenience, as I was there for a cheerleading event and I had to manually wash her uniform with bottled water. She was tired the next day as was I for her competition due to sleep deprivation. The next day was the worst of the 2, at midnight again, there was a knock at the door this time it was security evacuating the floor, and this time we had to grab what we could and evacuate, already sleep-deprived from the night before, and now this. We left per security directive, she was scared and crying, and with the waiting and nervousness of being evacuated, she again lost sleep and was too tired to perform at 100% at her competition. Both of these situations made my stay very bad. For almost $400 for the stay, we should have had at the bare minimum operable water, and a significant amount of bottled water for a 2-night stay, to wash, brush our teeth, etc., and no evacuations, we had to sit on the floor while whatever happened was cleared. We to this day were never told why we were evacuated, no one called to check on us, give an update, status report, or anything. Overall it was a horrible experience.

  Business Response

  Date: 01/12/2024

  Hello ****,

  I have assigned this issue to one of our agents to research the issue and respond back to you.

  Customer Relations

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

   

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair 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.

  12/2/2023 I booked a room on 11/20/2023 for my anniversary on 12/2. I booked throught the hotels website because when I called to book I was placed on hold for an hour. I booked a king size room with a walk in shower because my wife and I are both disabled and have trouble getting in and out of a tub shower. I actually called a couple days in advance and was told by a customer service agent that yes our booking was confirmed and I was told our room would be the king. She also said that she would try and get us the ocean view. When we arrived we were told they gave our king room away and all they had was a queen with 2 beds and a tub/shower combo. Despite 2 separate attempts at the front desk nobody could accomodate us and we were stuck with the queen. We were unable to shower during our overnight stay and had to sleep in separate beds on our anniversary. Nobody offered us anymore assistance or even offered us any type of return compensation. We also had to walk over **** steps through the casino to our room with all of our belongings as nobody offered any type of assistance. This ruined our entire anniversary which was also the first time in 22 years we were able to go away without our children. We tried to reach a manager from our room phone and were told none were available and we had no other option but to stay in that room with a beautiful view of the parking lot. When we attempted to checkout and get our valet service covered there was nobody at the desk. When 1 person finally appeared there were several people waiting and we had to leave to get home to our kids. We were then forced to pay $25 for valet on top of the $179 for the wrong room. Maybe if we had been given a room where the toilet didnt run all night or the heater made a loud noise we could have slept. Not even a discount coupon was offered as a way to say im sorry for the inconvienience. We will never stay or play at the trop again and advise anyone who is interested to do the same. SHAME ON YOU!!!!

  Business Response

  Date: 12/04/2023

  Hello *******,

  Thank you for taking the time to write and for making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service.
  
  Please know that we read every comment and listen to what our customers are saying.Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise. 
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.

  Sincerely,
  *****
  Customer Relations
  ************* Region

  Customer Answer

  Date: 12/07/2023

  
  Complaint: 20956482
  
  I am rejecting this response because:
  This is the standard form letter reply that does not address my complaint at all. Something else that I didnt have enough space for was the service on the casino floor. We spent over 3 hours in the same area(gettin lucky with a triple diamond slot) and in that time we never saw nor spoke to 1 drink server. Others we spoke to mentioned the same thing. The pit boss said they are around but just not in our view. They DO however have pop up stands where u can buy alcohol, $28 for a Corona and a Malibu bay breeze. Just an absolute disgraceful money grab. They can review the footage from the floor and clearly see I am telling the truth. I have tried every phone number I can find online to reach their corporate office and everything leads you back to the front desk of the hotel. Thats a helluva setup they have over there. I am contacting my credit card company and disputing payment today since they didnt hold up their end of the agreement. If I hadnt screenshot everything I paid for I may not have a case, but luckily I have no faith in big business and covered my ****. I guess BBB just doesnt have th juice that it used to have. Companies would get a letter from them and stuff got done. Now they get you a nice standard F off letter from the business. This is far from over on my end. Not a fan of social media but I guess its time to get down it out there. My advice is go to, stay at and play at a different hotel/casino. You wont get screwed like we did. Thanks
  
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:11/29/2023

  Type:Product 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.

  I confirmed my reservation at one of the Kiosks at the Tropicana Casino in *************. They told me check in was at 4:00pm and I would get an email when my room was ready and I would be given my keys to the room. 4:00 came and went and I never got an email or text. So at 4:15pm I went to the front desk and told them I never got an email or text that my room was ready. They said I had to go to the front desk at 4:00 to receive my keys to the room. I was never told that. I was just told I would get an email when my room was ready. This miscommunication was very upsetting. I was waiting for the email that never came. And whats with a $15.00 charge for early check in? I never heard of such a thing. There should be an employee near the Kiosks to answer any questions. Not everyone is computer savvy. I got to the casino at 3:00pm and had to wait around till 4:00 check in. I was anxious to start playing the slots, but I couldnt do that since I had my luggage with me. My husband and I were not happy dealing with the check in procedure and will not be returning to this casino.

  Business Response

  Date: 11/29/2023

  Hello ******,
  
  We appreciate you taking the time to write us and bringing your concerns to our attention. Your comments are appreciated as they enable us to identify where adjustments can be made so that we may continue providing the best products and services to all our guests.
  
  Please know that we read every comment carefully and acknowledge all our guest's frustrations. Our goal is to provide a warm and hassle-free experience for all, so it is very disappointing to us when we hear otherwise.
  
  We apologize that your experience did not meet your expectations and can assure you that your total satisfaction is of our greatest concern. We have forwarded your comments to our management team for review and will make certain that the proper adjustments are made in order to avoid similar issues moving forward.
  
  Once again, thank you for taking the time to contact us. We are excited to have the pleasure of welcoming our guests back and look forward to serving you very soon!!
  
  
  Sincerely,
  
  *******
  Customer Relations
  ************* Region
  
  
  
  
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• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair 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.

  A friend and I stayed at Tropicana on 11/24/23. We were awaken to her being bit by bed bugs. I believe they knew they had a problem because no one seemed surprised at all. I was told I would get a follow up call and never have.

  Business Response

  Date: 11/28/2023

  We want you to know that we take the health, safety and security of our guests very seriously. We hold our hotel to the highest standards and have incredibly strict protocols when it comes to claims such as this.

  Please contact our customer relations team at ************** (option 9) from Monday to Thursday, 10 am to 6 pm, or email us at ************************************ Our agents are available to assist you with this issue..

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair 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.

  My name and rewards number is *************************** #***********. On Sept 13. 2023 I booked a stay at the Tropicana hotel for my wedding anniversary 09/24 - 09/28; I then received an email stating I had two complementary tickets to see the Spinners Thursday Sept 28 - to Please call ************** and mention offer code: 1LTFWAAA0S01. I called on Sept 13 to make my reservation spoke to a representative who verified my information and said someone would call me back to issue the tickets. Well no one ever called me back I call Sept 19 to inquiry to be told the tickets are sold out I cannot receive the two complimentary tickets. I spoke with a **** who escalated the call to the Supervisor ****** who was to no assistance she continued to inform me that the tickets were sold out and I could not receive them she did not address the last rep taking my information and the promise of a call back. When I said to her I want to file a formal complaint she refused to give me the name or IS number is the person I spoke to on Sept 13 but verified that I did speak with someone. This has already ruined my thoughts of enjoying my anniversary with my husband as this is one reason we booked the Tropicana Hotel but it appears the customer service is bad and the reps gave no sense of compassion I have checked for another hotel but they are booked but I will never book here again after reading the reviews I Pray my room isn't dirty, smelly or hot with the ** not working. I would like to be compensated in another way since there appears to be a mix up in my offer being granted - it was emailed to me on Sept 13 I called Sept 13. I would like to speak with a higher level manager as the customer service is horrible and I haven't even gotten to the hotel to stay!:(

  Business Response

  Date: 09/20/2023

  Hello ********,
  

  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.

  Due to the issues, you have outlined in your email, we have issued **** Reward Credits to your Caesars Rewards account.Please allow 3-5 business days for this adjustment to reflect in your players account. Please note that these credits will expire after 6 months of inactivity on your account.
  
  We understand that it is difficult for some members to visit one of our properties every six months; as such we encourage these members to use their Reward Credits during their stay, so that they do not run the risk of losing them. Please follow this link for a list of ways to use your Reward Credits and to keep them from expiring: caesars.com/myrewards/partners
  
  Once again, please accept our sincerest apology and thank you for allowing us the opportunity to respond to your concerns. We truly appreciate your business and hope that we may have the pleasure of welcoming you back in the future.
  

  Sincerely,
  Ami
  Customer Relations
  ************* Region