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:03/30/2024

  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.

  That lady say the pool is free when including the room and bad customer service it nightmare

  Business Response

  Date: 04/09/2024

  Hello *****,

  Thank you for contacting Caesars Entertainment. 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. 

  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,
  *****
  

• Initial Complaint

  Date:03/08/2024

  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.

  Booked a room for my husband birthday, the room was dirty . There was hair all throughout the hotel , marks over the mirrors . They have been holding my security deposit since 2/24 , which they are supposed to return it . They have not

  Business Response

  Date: 03/08/2024

  Hello *******,

  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.
  
  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.  Please contact *********************************** to discuss this matter further.

  Thank you.

  *****

  Customer Answer

  Date: 03/09/2024

  
  Complaint: 21406463
  
  I am rejecting this response because:
  
  I still have not received my security deposit back as of yet . There is no way , that I should have to send an email to get in contact with the billing department because of failure to answer the phones . Ive called this number *************)  several times starting from early morning to evening to try in solve this matter , I receive the same recording repeating that your call volumes are high and to send an email. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 03/22/2024

  We apologize that we fell short, and your experience did not meet your expectations. Anytime we are made of aware of an issue related to your experience we take immediate action and try our best to remedy the issue. This incident was reported to our billing department, and they have advised the time frames of the cash app card that you provided with the refund process. I can assure you that your complete satisfaction is our greatest concern. We have reviewed your reservation and confirmed $65.20 has been refunded to the card on file on 2//25/24.  

• Initial Complaint

  Date:03/05/2024

  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.

  We arrived at ******** on Sunday March 3. Early in our arrival we found out that there were close to 6000 high school students staying at ******** for some function. During Sunday evening and all day Monday these kids were slamming doors, hanging out in the hall doing mock presentations. We complained to a chaperone outside our room and their response was ok. So we went down to the front desk to complain and see if they could move us. We were told there was nowhere they could move us to and they were aware of the issues. We asked to speak with the manager and again explained the situation and again asked to be moved or for a refund since we paid for the entire week. Again we were told they couldn't or wouldn't move us and would not refund us so we could leave because we booked w/a 3rd party even though we paid for most of our stay at the hotel. The manager walked away and called security because we were trying to get help from guest relations. I went to security and spoke with them as well and they had numerous calls about the situation and were told to call guest relations as well. We spoke with guest relations and they offered us $50! We spent nearly $1000 plus what we spent gambling and they offered us $50. We haven't slept well since we got here and cannot eat or drink at the hotel because these kids have tied up everything. Trying to get coffee this morning was a 2+ hour line. We are beyond disgusted with how we've been treated and the fact we can't get any assistance. We were accosted by about 7 teachers telling us we should go find them somewhere in the hotel to assist with these kids, but could not identify who their kids were. They are not chaperoning anyone and the hotel is not capable of managing what is going on and refuse to assist us and did not alert us that this was going on during our stay.

  Business Response

  Date: 03/06/2024

  We strive to provide the best service in the industry, and we apologize that your experience was not the best. We have addressed your issue with our staff and have taken the appropriate action to correct the problem.Rest assured that this is not how we normally do business.
  
  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 ********. 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. 
  
  We do understand your frustration; unfortunately, we are unable to offer any additional compensation than what has already been provided.
  
  Your patronage is important to us, and we hope that youll continue to give us opportunities to serve you.

  Customer Answer

  Date: 03/06/2024

  
  Complaint: 21390819
  
  I am rejecting this response because: management has not offered anything other than food comps. They refused to speak with us on Monday and deal with the situation but today offered food comps. We haven't slept in 3 days and have to go off property to get coffee or food because the lines are 2 hours long. If I left on Monday I would have lost my money as they refused to refund us anything. So I've been held hostage since I've paid for my stay in full. How is that satisfactory by anyone's standards??
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 03/06/2024

  Hi ***,

  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.

• Initial Complaint

  Date:02/21/2024

  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.

  Complaint. I checked in Sat Feb. 17th and checked out Sun. Feb. 18th. Stood in rm 908. (Bayview side I think) Our room needed help. We had no hot water hardly coming out of bathrm sink. No water pressure. Bathrm sink was clogged too. Carpet near bed had a juice stain on fl. Bed corners were dirty with crumbs. ***** inside rm and even outside in hallway corridors. The water pressure in bath stall was bad. All the water came out to the fl. although I tried my best to shower close to wall as possible since the partition (glass) was only 1/2 way no coverage. I feel like ******** is abandoned at least in this section. I know AC is not the same even before covid. All the money spent in rm for being less than 24 hrs there the quality was not met.

  Business Response

  Date: 02/21/2024

  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. 

  Customer Answer

  Date: 02/22/2024

  
  Complaint: 21324931
  
  I am rejecting this response because:
  Ok. No problem. I await feedback from appropriate parties for follow up. Thx. 
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/26/2024

  We apologize that we fell short and your experience did not meet your expectations. Anytime we are made of aware of an issue we try take immediate action and remedy the issue.  We also have a proactive process that ensures our property is kept clean and comfortable for all of our guests. I can assure you that your complete satisfaction is our greatest concern. Please reach out to our Customer ******************** at ***********************************

• Initial Complaint

  Date:02/06/2024

  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.

  ******** online casino will not let me withdraw my money. I've sent the requested documents. Been trying to withdraw for a month now. Now they've frozen my account and won't let me submit documents or request a withdrawal of my money (close to $1k). They keep playing games. Please help

  Business Response

  Date: 02/06/2024

  Hello,

  Thank you for contacting Caesars Entertainment.  Please reach out to our Customer ******************** at *********************************** and they will gladly assist you with this issue.

  Thank you.

  Sincerely,

  *****

• Initial Complaint

  Date:11/23/2023

  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.

  On a thanksgiving day for family vacation we made a reservation at harrahs hotel casino resort. There are about 3 inch roaches everywhere my wife and daughter screaming. I went to main desk to complain and they did offer other room but if you read reviews they have serious roaches problem. There are other people complaining roaches walking on their face at 4 in the morning. We did not accept *************. Imagine those roaches walking on your face or even go in to your mouth when sleeping. It is a serious health issue. I just drove 5 hours round trip wasted whole day for the family. I wish the manager was able to offer some compensation instead of room exhange to other ***** infested room.

  Business Response

  Date: 11/24/2023

  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:10/08/2023

  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.

  On Saturday morning my husband and I left the room. We both had our room keys and came back to the room at 950pm to discover the room cleaned and my prescription medicine was missing. I take daily medicine for thyroid from having cancer and I take cholesterol medicine daily. I need my thyroid medicine to survive and the maid service had the nerve to steal this from me. I filed with security and made a call to housemaid services. I feel like I was given the run around and no one cared that my prescriptions bottles disappeared when I need to take them daily. Putting me in a bind with my health insurance and paying out of pocket expenses with doctors and bills

  Business Response

  Date: 10/08/2023

  Hello,

  All cases of personal injury and property damage must be handled by our Security and/or *************** Teams. You have already visited the front desk to complete an incident report. A case number has been assigned it will be turned over to the *************** office. When we are required to involve our Security and/or *************** Teams there are certain procedures that we must follow for insurance purposes. Please allow up to 14 days from the date your report was completed, and *************** will reach out to you directly regarding their investigation results and forms of compensation if any. For any more questions please contact our customer service department at ************ or email at ***********************************.

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

   

   

   

   

• Initial Complaint

  Date:09/13/2023

  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 husbands 55 birthday was completely runied.. ????????Maintenace Issues with Air conditioner notified front desk on first night no respone until 3rd day after going back down to front desk for the 3rd time,Finally Room is changed with no help to move belongings,Over Priced Pool Even For Guest $70 for 2??????, Go to front desk again and was compensated $130 get back up to room tv out for 4 hours go back down to front desk and was told that i could not receive any further compensation????????I Will Never Stay At ******** Again After Paying $900 Never Again!!!!Date of stay: August 31-September 4 2023

  Business Response

  Date: 09/13/2023

  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.
  
  We apologize that your experience did not meet your expectations and can assure you that your total satisfaction is of our greatest concern. Please reach out to our customer relations department directly so that we may attempt to rectify the issue. You may reach us via email at *********************************** or by telephone at **************. 
  
  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
  
  
  
  
  
  

• Initial Complaint

  Date:07/31/2023

  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.

  28th July Hotel room for two nights. Paid 751. Where should I start. Got there on Friday night and went straight to bed. During the night me and the whole family was itching in the bed. After further investigation we realized the cleaning crew did not clean our room. We were sleeping on dirty sheetsie, blood stained sheets, no fitted sheets , hair from another person in both beds, hand prints on the windows, cable didnt work , missing wheels on the chair. This is by far the worst hotel ever. I wouldnt send my worst enemy here. I paid almost 400 dollars a night to get this treatment!!!! Room 524 on Coastal tower

  Business Response

  Date: 07/31/2023

  Hello,

  Guest stated that he may have had bed bugs in the initial room that he was checked into, however; such cases are typically handled by our Security and/or *************** Teams. Per the notes on his reservation, it appears guest was instructed to fill out an incident report and should already have a case number which would have been turned over to the *************** office. When we are required to involve our Security and/or *************** Teams there are certain procedures that we must follow for insurance purposes. Please allow up to 14 days from the date your report was completed, and *************** will reach out to you directly regarding their investigation results and forms of compensation if any. 

• Initial Complaint

  Date:07/30/2023

  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.

  I have been asking for my win/loss Statements for years 2018, 2021, and 2022 for a long time now.My accountant has been asking me for these reports and now the *** has assessed a ton in penalties and late fees because of all of this. Why can't I get someone at ******** to take care of this? It is very unfair.

  Business Response

  Date: 07/31/2023

  This is the first time that this office received the request. I just emailed the 2018-2021-2022 win loss statements to ****************************