Complaints

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

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  Harrah's Hotel Casino

  777 Harrahs Blvd Atlantic City, NJ 08401-1911

• 

  Harrah's Hotel Casino

  1725 Brigantine Blvd 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:08/24/2024

  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.

  Today August 23, 2024 I booked an over night stay at ****** casino in AC through booking.com. I received 2 confirmation emails as well as confirmation through the app. My family which includes myself and 2 children and one other adult drive 3 hours just to be told by Harrahs that are reservation was cancelled with no explanation. I contacted booking.com and they confirmed that my reservation was in fact still active and they see no cancellation. ****** informed us with no proof of a cancellation that it was cancelled and that they were completely booked and could not accommodate us. On my app as well as emails my reservation was still showing active and confirmed. Harras staff was not apologetic or in anyway trying to help us figure out a solution. They showed no proof but just words saying that the reservation was cancelled. We drove 3 hours, paid $66 in gas, $20 in parking, and $120 in food just to have to drive 3 hours back home. This was very frustrating to us as we had two children that were very excited to stay over. Not only was it frustrated but it was also embarrassing. ****** clearly overbooked their rooms as they stated they were sold out of rooms and instead of apologizing they tried to push the blame. I have 2 emails and screens shots from the app showing that my booking was still active so Im confused as to what happen and why is it that I didnt get a single apology or any compensation for the horrible experience. Very disappointed

  Business Response

  Date: 08/24/2024

  Hello ***,
  Thank you for reaching out to us here at *********************.

  We appreciate you for taking the time to write to us and 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 to all our guests reservations.  
  

  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. 

  
  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
  ********************
  THE APP THAT GETS YOU MORE 
  The free ********************** app gets you more - more offers, more information and more ways to explore ********************* hotels,resorts, shows, restaurants, and nightclubs worldwide. 
  *TEXT THE WORD "MOBILE" TO ****** TO DOWNLOAD.*MESSAGE & DATA RATES MAY APPLY. 
  *Book with us Now! *********************************;

  
  

  Customer Answer

  Date: 09/06/2024

  
  Complaint: 22189451
  
  I am rejecting this response because:
  
  It is possible that I missed your last email but this is not handled and I
  am still very much upset as to how my situation was handled at the Harrahs
  hotel and casino in *************************
  Brittany
  
  Regards,
  
  *********************************

  Business Response

  Date: 09/06/2024

  Hello ********
  Thank you for reaching out to us here at *********************.

  We do apologize for any disappointment; this reservation was cancelled a few minutes after it was made. Unfortunately, we do not reinstate third party reservations.
  
  Once again, thank you for taking the time to contact us and for allowing us the opportunity to address your concerns.
  
  Sincerely,
  Customer Relations  
  ************* Region
  
  
  THE APP THAT GETS YOU MORE 
  The free ********************** app gets you more - more offers, more information and more ways to explore ********************* hotels, resorts, shows, restaurants, and nightclubs worldwide. 
  *TEXT THE WORD "MOBILE"TO ****** TO DOWNLOAD. *MESSAGE & DATA RATES MAY APPLY. 
  *Book with us Now! *********************************;

  
  

• Initial Complaint

  Date:08/07/2024

  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.

  The complaints list with regard to care and service would be too long to write out so Ill just focus on the fact that my deposit is now 10 days past and they wont even answer the phone to discuss it. When I call I get transferred to the finance department which answers by prerecorded message deflecting blame on my financial institution which has confirmed that they have not been issued the deposit return. It feels like a ****** and grab and the fact that you cant even speak with someone about it is infuriating!

  Business Response

  Date: 08/08/2024

  Upon review of the reservation, I see $150 for the incidental deposit was released on 07/23/2024. Please know this was an authorization and not a charge it does not pull from your count, it is held which mean it gets released. As long as there is no longer a hold this amount has been released, please contact your financial institution further as in our system it shows released.

• Initial Complaint

  Date:07/28/2024

  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 the property July *****th. There is a pending payment of $150 still on my account. I don't understand why they take so long to put the money back on my card every time I stay there

  Business Response

  Date: 07/29/2024

  Hello ***,

  Thank you for reaching out to us here at ********************** We appreciate you for taking the time to write to us and 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 to all our guests reservations.
  
  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.  

  The full $150 incidental hold is released upon check out and depending on your bank it can take up to 7 - 10 business days. If you have not received your incidental deposit back, we do advise to contact our billing department at ************ for more information.
  
  Once again, thank you for taking the time to contact us and for allowing us the opportunity to address your concerns.
  
  Sincerely,
  ******
  Customer Relations  
  ********************
  
  THE APP THAT GETS YOU MORE
  The free *************** mobile app gets you more - more offers, more information, and more ways to explore ********************* hotels, resorts, shows, restaurants,and nightclubs worldwide.
  *TEXT THE **** "MOBILE" TO ****** TO DOWNLOAD.
  *Book with us Now! **********************
  

  
  

• Initial Complaint

  Date:07/24/2024

  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.

  NEVER, NEVER AGAIN!1. Check in kiosks do not work. I spent about an hour in line just to get to concierge. 2. I booked room for 3 people two weeks before the trip with my wife and kid. At check in I've been told that there are no such rooms available. They gave me bigger room with king *** and promised rollaway ***. 3. Do not try to call to desk - it's just impossible. Do not try to text them, nobody responds. After few hours I went to desk to check where is my rollaway ***. Guess what? They do not have them! 4. They promised some blankets and sheets. Don't wait - just a waste of time. Go ahead and sleep on small sofa as is. If you can fit in it, because it does not extend. 5. Be aware about double tips in restaurants. They bring you a check with 18% tips included and then bring you another one to sign and write tips. There you see that tips are not included, and they want to add them again - tips over the tips (Casino wins always?). 6. Internet speed is from 90s - forget about watching your streams even if you pay for internet. Mobile connection is poor for ******** Room was great, but what is the point if you have no place to sleep there?July *****, 2024

  Business Response

  Date: 08/03/2024

  Hello ****,

  Thank you for reaching out to us here at *********************.

  We appreciate you for taking the time to write to us and 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 to all our guests reservations.
  
  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.

  Please know we are trying our best to accommodate all guests as best as we can. We appreciate your patience with us while we are trying to satisfy everyone in a timely manner. 

  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. 

  If you are ever unhappy with any aspect of your accommodation, please immediately speak with a hotel supervisor so that we may resolve the situation for you. Please be assured that we have shared your letter with our Hotel ********************* team so that we can ensure that our guests are always receiving the highest level of quality service you deserve.

  Regarding the requests you placed for the room I can confirm that they did not have any rollaway beds or blankets available which is why they didn't deliver it to the room. In the future if you ever place a request with housekeeping and it is not fulfilled please reach out to housekeeping to inform them of such as sometimes they leave a note on the request as to why it was not delivered. 

  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,
  Yasin
  Customer Relations
  ********************
  THE APP THAT GETS YOU MORE 
  The free *************** mobile app gets you more - more offers, more information and more ways to explore ********************* hotels, resorts, shows, restaurants,and nightclubs worldwide. 
  *TEXT THE **** "MOBILE" TO ****** TO DOWNLOAD. *MESSAGE & DATA RATES MAY APPLY. 
  *Book with us Now! *********************************;

  
  

• Initial Complaint

  Date:07/18/2024

  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 was charged a deposit fee for my stay at Harrahs hotel and casino in ****************, I was informed and it states on my receipt that I will receive my deposit refunded back to my original payment method in about 7-10 days its now a month later and Im still waiting for my deposit refund I have called Harrahs and was given the runaround I was transferred several times to speak with a Harrahs customer service representative that will correct the issue but no success I have contacted my bank to resolve this matter and no success for me

  Business Response

  Date: 07/18/2024

  Hello ****,

  Thank you for reaching out to us here at Caesars Entertainment.

  We apologize for any inconvenience you have experienced. Upon reviewing your account, we would like to inform you that your security deposit was released to the card on file. Your credit card was pre-authorized on 06/09 for $192.03 at the time of check-in. Upon checkout, from that pending transaction of $192.03, we deducted $91.38 for your charges due. The remaining amount of $100.65 was released back to your card.

  Please let me know if you have any additional questions or concerns.

  Once again, thank you for taking the time to contact us and for allowing us the opportunity to address your concerns.

   Sincerely,

   ******

   Customer Relations  

   

   

• Initial Complaint

  Date:07/01/2024

  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.

  June 27,2024 I had asked for an appointment for the spy but I needed to cancel it do to some issues. When I called they said I couldnt get a refund I tried 3 x and they hung up on me. I have filed a complaint with the Division of consumer affairs on NJ I want a refund. This was done over the phone.

  Business Response

  Date: 07/02/2024

  I have forwarded your concerns to our spa manager, here is her contact information if she does not get in contact with you in a timely manner. I hope this information was helpful. **********************

• Initial Complaint

  Date:06/07/2024

  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.

  2 weeks ago I used the Harrahs casino online app to play. I won $100 I tried to withdraw, sent in all info that they asked for to be told yes or are vetting it to no and to call a 3rd party company they use. That company said because my credit score isn't high enough I would have to use something like ******. Harrahs states that in order to use ****** you must make a deposit. I am not going to do that after submitting all info to them. They put the money back in my app but I can't even use it as I am in PA no longer NJ. I have been trying for over 2 weeks!

  Business Response

  Date: 06/07/2024

  Hello,

  Online gaming is regulated differently in each state. Unfortunately, the information provided is correct. You would need to be geo located in NJ to make the withdraw.

  Sincerely

  Customer Relations.

   

   

• Initial Complaint

  Date:04/29/2024

  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.

  March 17,18,19,20 of 2024 for the ***** **nvention, a security deposit was requested and I provided but never refunded back for two rooms. I called and asked to have the charges for the security deposit removed and was told that the charges were for a seafood platter and other foods I had ordered at night. ( I go to bed by 8pm ) So I called my credit card *** to have charges removed and they did so, until charges would be proven to be wrong. My wife noticed the charges back on our card again, I called the credit card ** and they state that case was closed due to the charges were for reserving two rooms. That is a lie because our rooms were already reserved by the *** of ***** through a PO.#******. So the charges are fraudulent, and haven't refunded me. They still haven't provided me or the CC ** with video, picture and or written signature yet as requested for the food charges, from when they changed their story the first time. They are a fraudulent **mpany, and need an upgraded security ***** and system, shameful they treat customers this way. ( ******** REF # ************* )

  Business Response

  Date: 05/19/2024

  Hello 

  Please know that a refund of $481.47 was issued on 5/14/2024. Depending on your bank this can take up to 10 days to fully process.

  Sincerely

  Customer Relations.

   

• Initial Complaint

  Date:04/26/2024

  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.

  The hotel lied to me about the rates I would pay to extend my stay. I originally had a group rate with my job for $99. I asked to extend my stay as long as I was getting the same rates. The person at the front desk said yes absolutely you will get the same rate. Instead they charged me $470.18 for the night. This happened on 4/20/24.

  Business Response

  Date: 04/26/2024

  Hello ********

  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 to all our guests
  reservations. We are in the process of reviewing your complaint. We do have to research this issue and will get back to you with our findings.  

  Thank you!

  Sincerely,

  Tracy
  ***********************************
  Atlantic City Region 

• Initial Complaint

  Date:04/09/2024

  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.

  On 3/22/02 I stay 2 nights at ******** Resort in ************* in **********. At the time of check-in I was informed that I would have to put a $150 deposit for the room, however I would get the deposit back between 5-7 business day as of today I haven't received my deposit. On top of everything else they charged my account $179.13. I have been trying to get this resolved but every time I call they always say on the recording the office hour are M-F 8-5. I called at 9:00. I need this resolved asap.

  Business Response

  Date: 04/09/2024

  Hello,

  Thank you for contacting us here at ********************* and informing us of your concerns. Our goal is to provide all guests with a warm and hassle-free experience, so it is always disappointing when we hear otherwise.

  
  The full $150 incidental hold is released upon check out. The release of funds would be for the difference between your bill and the hold. If your bill exceeds the total amount we have on hold, you will not receive the deposit back as it will go towards the balance due. In your case, your card was authorized for a total of $155.34 and your total bill of $119.68 was paid by the same credit card, so the difference of $35.66 was released back to your card on 3/24/24. I hope you find this information useful. 
  Please allow up to 7-10 business days for the charges to settle and reflect in your account. You could also refer to your banking institution for further assistance. 
  
  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,
  
  Taniyah
  Customer Relations
  ************* Region
  
  
  THE APP THAT GETS YOU MORE
  The free *************** mobile app gets you more - more offers, more information, and more ways to explore ********************* hotels, resorts, shows, restaurants, and nightclubs worldwide.
  *TEXT THE **** "MOBILE" TO ****** TO DOWNLOAD.
  *Book with us Now! **********************