Business Profile

Resort

Harrah's Hotel Casino

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

91 total complaints in the last 3 years.
29 complaints 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.

Initial Complaint
Date:07/25/2023
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.
Trying to cash out winning for nearly 6 days now. Tonight is Monday night and on Thursday night they requested I sent in two pictures of my two debit cards so they could "validate" the source of *********** made prior to the wifhdraw. Now I emailed them Friday Saturday Sunday and tonight asking them if they received my documents and I have yet to receive a single response. Which is a little concerning considering it's pictures of my debit cards and in the wrong hands it could be used to steal my identity. Not to mention online casino payouts typically payout within an hour when you use PayPal for a payout.
Business Response
Date: 07/25/2023
We do not have access to the ****************** systems via this portal. If you have any questions or issues regarding your ****************** account, please call ************** or email support-************************
Initial Complaint
Date:07/14/2023
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.
The incident occurred on July 6, 2023, in the early AM. I stayed the night at Harrahs Resort Casino one of the luxury room and wake up with several red bumps on the back of my neck. I reached out to the Harrahs Resorts Casino risk management department several time regarding the incident and no one was available at each time I called. This incident is a health risk and a major concern for the rest of my family that stay with me in the room. This incident has jeopardize myself as well as my family. I would appreciate if I can receive a reply back to resolve such issue. Thank you
Business Response
Date: 07/14/2023
Hello *******,
Thank you for contacting Caesars Entertainment. Upon review of the complaint, I am unable to locate your reservation. Please provide me with the full name on the reservation, date of stay and room number.
If you have not filled out an incident report with our security department, please **************** as soon as possible. If you have filled out an incident report, someone from *************** will be contacting you within 14 days.
Thank you.
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:07/10/2023
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 was put in 3 dirty, smoke filled rooms for my first night after spending hours in the lobby trying to check in and get settled. There was mold, spilled soda, cigarettes/Marijuana in the rooms, mold in the coffee pots, stains on the sheets, and I have pictures of everything. I tried reaching out and was given 2 $50 meal comp tickets and refused the opportunity to speak with anyone higher than the front desk manager. Every time I had to reach out to swap or try to call house keeping I was hung up on, brushed off to the side, and ultimately I feel incredibly disrespected and exhausted trying to deal with this.
Business Response
Date: 07/10/2023

We apologize that your experiences have not met your expectations due to the issues that you outlined in your survey. Please know that we read every comment and listen to what our customers say. We value all feedback provided to monitor and enhance the service we offer at our ********************* hotel-casinos. Our goal is to provide a hassle-free experience for all guests, so it is always disappointing when we hear otherwise.
For assistance, please call customer relations at ************** option 9Monday to Thursday 10 am to 6 pm or email ***********************************
Customer Answer
Date: 07/10/2023

Complaint: 20297733

I am rejecting this response because:
It was a copy paste without an actual apology or refund for my wasted time.

Regards,

***********************
Business Response
Date: 07/11/2023
Hello ******,
Thank you for reaching out to us here at Caesars Entertainment.

I apologize upon further review; I regret to inform you that there will be no further compensation provided at this time. However, please be assured that your comments and feedback have been forwarded to the appropriate department.
We appreciate your feedback and take your concerns seriously. It is our aim to continually improve our services and address any areas that *** have fallen short of your expectations.
If you have any additional questions or require further assistance, please do not hesitate to let us know. We value your patronage and hope to have the opportunity to serve you better in the future.

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
Initial Complaint
Date:07/06/2023
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.
To whom this may concern,I made a reservation over the phone for 1 king *** for me and my wife for a non smoking room. It was an hour drive from my home to the hotel. Upon my arrival they told me that although I booked a room for 1 K *** there was only a 2 Q *** room available. I was not happy but I agreed. I entered my room and it really really had a heavy smell of smoke. My wife literally was holding her nose shut and couldn't handle the smell. She insisted on leaving the hotel. I went downstairs and received a refund. However, I did not receive a refund for the valet charge. Additionally there were no other hotel availability for me to go to because it was July fourth. I had to drive an hour back to my home and this destroyed my vacation. Please can you reimburse me for the valet charge and give me compensation for ruining my vacation?Thank you so much for your understanding!My confirmation is attached for your convenience.
Business Response
Date: 07/06/2023
Hello,
Thank you for reaching out to us here at *********************.
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.
I did look up your reservation and did see they fully refunded your stay. Please allow **** business days to have that be reflected on to your statement.
For further compensation please contact customer relations at ***********************************
We look forward to hearing from you.
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
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! *********************************;

Customer Answer
Date: 07/06/2023

Complaint: 20281165

I am rejecting this response because:
I only received a refund for the hotel stay but have yet to get them to agree to refund the valet charge.

Regards,

*****************************
Business Response
Date: 07/07/2023
Hello ***,

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

We do apologize for all of the inconveniences that you had during your stay, and we really do wish that we could have provided you with a better experience. However as for the valet charge, that is something that we unfortunately cannot reimburse. Since valet services were used, we would not be able to reimburse you for that. Once again, we are truly sorry your recent stay.

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

Sincerely,
Customer Relations
************* Region
Initial Complaint
Date:06/27/2023
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 checked into *********************** casino on June 4th at 8 pm and some one stole my bag around midnight and I reported this to security team the next day 5th and ACPD(police) was involved and the acpd is actively working on it and the casino security team was able to determine individual stole my bag and since it's been three weeks and nothing was resolved and i was calling report customer care number they said they will no do any claims or anything from their end.and on that day any one can go into elevators without their cards and clearly they are letting in people with out checking their identity.
Business Response
Date: 06/27/2023
Hello ***,
Thank you for contacting Caesars Entertainment. Since the ************* ***************** is actively working on this investigation, we do not interfere with the police investigation. Please contact the **** for further information.
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

Customer Answer
Date: 07/05/2023

Complaint: 20243587

I am rejecting this response because:
On that day you elevator is accessed to open public - any one can go into elevators and go into the rooms its not restricted to just to your guests if you would have restricted your elevator usage to just to the people staying in your hotel this would have not happened.
ACPD is actively looking into my case and what if the ACPD cannot find my bag ? i know my bag is the least issue they can be worried about.

what is my next steps is they couldn't find it - it almost a month and i was wondering if there is any claims that i need to start?

Regards,

**************************************
Business Response
Date: 07/06/2023
We apologize for your unsatisfaction with our response. Unfortunately there is nothing further we are able to do as this is an ACPD issue now. Once again we apologize for the inconveniences you have experienced.
Initial Complaint
Date:06/20/2023
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.
When checking in ********, since I billed through a 3rd party I was aware there would be an additional tax charged to my cc. The front desk offered us a "newly renovated room for an additional amount which I was also aware of. I asked what the total amount was going to be that ******** would charge to my card. The reservation rep. went over the amount and said that $68.00 was the total price to be charged to my credit card. I signed a pad confirming that amount when checking in. Everything was electronic and I received no paperwork confirming the transaction. I stayed 1 night. When I got home and checked my cc statement the charge was more totaling $106.00. I specifically asked the front desk representative upon checking in what the total price being charged to the card would be. He gave me an amount, yet I was charged more. I was not given a receipt to explain any charges that were applied. He verbally stated what charges would be, but overnight additional charges were charged to the credit card. After 45 minutes to finally reach a representative that could help, she stated, the front desk does not have to share with you the additional charges that will be charged upon check out." What does that mean? That is deceptive, inaccurate and unacceptable. It should not be allowed! All charges should be transparent and discussed upon checking in not added after you leave the premises. Unacceptable.In addition, the self-parking garage states one price ($15.), but when pulling out it makes you pay a different price ($25) which is higher. There is no attendant present to discuss it. The only way out is to pay the amount given. You don't have a choice.
Business Response
Date: 06/20/2023
Hello ***,
Thank you for contacting Caesars Entertainment.  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.
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
Customer Answer
Date: 06/21/2023

Complaint: 20210283

I am rejecting this response because: I made several attempts to reach a supervisor which resulted in a circle of being given different phone numbers to call, all of which were wrong, to being transferred repeatedly and shuffled from department to department. It took over 45 minutes and wound up with billing who insisted the bill was correct based on the fees which ******** charges. If this is true, why wasn't the employee at the front desk aware of these figures or state them in the total to be billed? Why did he quote a much lessor amount and state that as the total? There is where the issue lies. I feel ******** should take ownership of their staff misinforming their guests of those fees. It is misleading and it doesn't end at the check in desk. It continues at the self-parking garage where they state one amount and charge more when leaving the facility. The issue was that the amount to be billed was not the same as what was charged when I specifically asked more than once what the total being charged to my credit card would be. When I explained this to the lady in billing, her answer to me was again, "we do not have to disclose the charges that will be billed from the time you check in to the time you check out." This is not acceptable. If I ask how much I am responsible for, I need to know those figures. There should be no surprise fees that show up later especially since according to the billing department they are normal fees. The representative who is checking in the customer should be aware, up front and honest about all fees being charged to the customer's account. Especially when the customer specifically confirms with them.
If I knew the amount was going to be close to double what I was quoted, I would have stayed at the establishment were our event was taking place. I chose ******** for the affordability based on the figures quoted.
Again, Unacceptable. I should not have to be held liable for someone else's incompetency, misinformation or lack of training.

Shame on ********.

Regards,

***************************
Business Response
Date: 06/21/2023
Hello,

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

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.

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 ** and for allowing ** the opportunity to address your concerns.

Sincerely,
Customer Relations
************* Region
Initial Complaint
Date:06/19/2023
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.
I was a participant at a $15 Blackjack table last night, June 18, 2023. Around 9:00 pm.A very rude, loud & disrespectful man wearing a *************************** shirt pushed his way into the table I was playing. I was sitting at second to end spot on the left. A high roller player betting $100 per who had gotten up from the center spot ofvthe the table to take a break(bathroom, phone). The dealer marked her spot. The man pushed his way in carrying on as to why he could not play the saved spot. He pushed his wife ( who was not playing) into a chair & kept harassing the dealer. He was told by the dealer he could not play the saved saved spot.,kept talking over the gave & insisting he wanted that spot. The dealer tried very hard to maintain control of the table but he was a total bully, pushing his way. All remaining players, including myself were very uncomfortable & distracted and frightened. He was verbally abusive to everyone at the table including me , to the point I was nearly in tears. I had to cash out my chips despite being on a win steak. I complained to the pit boss who knew know of this but **** to support the bad man. I went to security who were of no help, I spoke directly to the pit boss who did nothing to stop this harassment at the blackjack table. My name is *************************, card # ***********. I have been coming to AC since opening in **** & never witnessed such total disregard to the rules of gaming. I will not be returning to Harrahs to play & will be sure that everyone I know how the rules of gaming were grossly broken & disregarded.!I will no longer stay at you hotel either. I enjoy a vigorous game of blackjack but will not be harassed by a bully who insists on his way. You should never allow this bad behavior to be part of the gaming floor. I am thoughly horrified & disgust with the lack of respect *************** players were given. The bully ran the show & got away with insulting, disrespectful behavior & was in charge. I will not be back. Horrified & hurt!
Business Response
Date: 06/20/2023
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.
Initial Complaint
Date:06/19/2023
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.
I booked a 1 night stay 6/18-6/19. Upon arriving there was a very long wait for valet. Such a disappointment. Then, after finally self parking ourselves we get to the check in lobby and theres so many people waiting to be checked in. We waited for so long before some in the line said if you reserved a while ago you should have an email the says you can check in early. Now its time to get on the elevator to go to the 16th floor. Theres only one elevator working for a hotel that holds thousands of people. It took 40 mins to get to our room. Next, there wasnt enough blankets for us to have a cozy night so I called house keeping to send up extra blankets. No one ever came to our room. I tried calling back and was hung up on each and every time. I callled the front desk and the samething happened. This is such a disgrace for a 4.5 star hotel. I was not happy with the stay. Also, when checking out we had to wait another 40 mins for an elevator and when we finally did get on it was stopping on every floor until we couldnt take it any longer and walked down 11 flights of stairs just to exit.
Business Response
Date: 06/19/2023
Hello ***,
Thank you for contacting Caesars Entertainment. 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.
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
Customer Answer
Date: 06/19/2023

Complaint: 20206587

I am rejecting this response because: Ive called to many times to the front desk to speak to a supervisor and was hung up on each time I called the front. I even went as far as going to the front desk physically but the check in line was sooo jam packed it was hard for me to get anyone to help me.

Regards,

Cionja West
Initial Complaint
Date:06/15/2023
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.
Bed had bugs in it. Had to request move to new room Sprayed Lysol to alleviate any germs earlier.When we returned to the room after being in the casino, pulled sheets back and a number of bugs were in the bed.Contacted front desk and had to repack our clothes and go to the front desk. We were provided a new room after we filled out a complaint form.Got into the new room after 2:30 AM ..requesting 1 day room adjustment for June 14, 2023.
Business Response
Date: 06/15/2023
If the guest has already completed an incident report, they must allow our *************** team 14 business days to conduct an investigation. Our *************** will reach out to the guest with their conclusion and any compensation they seem fitting.
Initial Complaint
Date:04/15/2023
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.
We checked into Harrahs Casino in ************* on Saturday 4/15/23. Upon checking in, we found what appears to be bodily fluids on the vanity mirror and on the leather couches in front of the window. We called the front desk and were told we couldnt be moved to a new room (at capacity), but assured house keeping would be up within the hour. We took pictures and went downstairs, where we were told the house keeping manager would be up. 45 minutes later (75 minutes after calling, still no cleaner), we had to leave for a dinner reservation. Once we returned, we saw our room was STILL a disgrace and unsanitary. We walked back down to the front desk and spoke with the same woman who then said ***** would meet us in our room. After 20 minutes, we called housekeeping AGAIN, and ***** was extremely rude and said hed be right up. At this point its been 10 minutes. We have now spent at least three hours trying to get a different room, our room cleaned or reimbursed. This was supposed to be a uplifting trip celebrating a milestone birthday with my wife and we have been checked in for 4+ hours and confined to our room waiting for staff who have just brushed us off.***** is the house keeping manager, the one woman at the front desk is named ****.
Business Response
Date: 04/16/2023
Hello,

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

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 during these unprecedented times.

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 and for allowing us the opportunity to address your concerns.

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

Customer Answer
Date: 04/16/2023

Complaint: 19941211

I am rejecting this response because:

We should be comped for our stay. There was s**** on the mirror, couch and end table. It took from 5 pm to 10 pm to finally get moved to a different room. Hotel management did nothing till the House keeping manager help us and he was amazing. This ruined my wifes 40th birthday and our weekend getaway.

Regards,

*********************
Business Response
Date: 04/18/2023
Hello,

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

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 during these unprecedented times.

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, however we unfortunately cannot compensate for this matter. 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 and for allowing us the opportunity to address your concerns.

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

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Harrah's Hotel Casino is NOT a BBB Accredited Business.