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:04/03/2023

  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 recently stayed at Harrahs Resort in ************* on 4/1/23 rm ****. Horrible experience with my hotel room. My wife and sister were there to see a concert. Upon arrival to the hotel floor there was a horrible smell throughout the hallway. The room was dusty and also had a smell. We were not able to take showers because there was no hot water for hours. We returned to the room after the show and the hot water was back but it was now brown and continued to be that way throughout our stay. We complained to the front desk and were offered a $25 dinning credit. We asked about our credit the next morning and no one knew what we were talking about. I would like to be fairly compensated or refunded.

  Business Response

  Date: 04/03/2023

  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 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.

  Due to the issues you have outlined in your email, we have issued 5000Reward 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.

  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

• Initial Complaint

  Date:04/03/2023

  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 stayed at the ******** 03/31 through 04/2 when I went to take a shower I noticed water leaking from the shower puddles of water covered the bathroom floor I immediately went downstairs spoke with a manager no rooms available to switch so every time i had to use the bathroom I had to step on a wet floor which caused my feet to stay cold which caused me to get sick, I called again in the morning spoke with a another supervisor no rooms available they didn't even send nobody up to the room to LOOK at the problem this is not OK to be inconvienced on my vacation from a flooded bathroom called in this morning spoke ADIM the hotel stated they are having water problems but theres nothing they can do! PLEASE DON'T STAY HERE THEY CARE NOTHING ABOUT THEIR GUESTS WE ARE NOT THEY PRIORTY!!!!!!!!!!!!!

  Business Response

  Date: 04/13/2023

  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
  Atlantic City Region
  

   

  Customer Answer

  Date: 04/14/2023

  
  Complaint: 19888485
  
  I am rejecting this response because: I spoke with 2 manager and 1 employee while I was there and nothing was done or offered so I reject your generic response you guys could of made this alot better while I was there and this complaint would of never happen I want my money back for the inconvience of the constant flooding of the bathroom and the rats in the garage!!!!!!
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 04/18/2023

  We apologize for your dissatisfaction with our previous response. Although no compensation will be issued please be assured your comments have been forwarded to our Hotel Operations Team for review, so the proper adjustments can be made to avoid future incidents happening.

• Initial Complaint

  Date:03/31/2023

  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.

  I made reservations for ******** for March 24th to March 26th. The total amount was ***** with taxes included. I called up front desk on March 25th to ask if it was okay to check out a little later than 11am but before 12. The front desk said no problem and that was it. I left the Hotel room at 11:30 am on March 26th. Then two days later i look at my credit card statement I see a charge for ******. I emailed ******** because didn't understand why was I charged ***** dollars more. I was told it was for late check out. I explained that at no time I was told I would be charged 49,98 for late check out because if I was told that I would've check out at 11 am. I explained that I have stayed before at ******** and have asked for a little more time in check out and was always told its fine and never charged. I also told ******** if that was the norm then why didn't the hotel front desk say that. ******** told me to contact my credit card company and dispute it because that is what they charge. I have never seen anything stating about late check out charges at ******** and was never told that when I asked about it. The fact they would charge me 49,98 for 30 minutes and my room for 2 night was ***** its almost more than my 2 day hotel stay. The front desk should've told me that instead of telling me its okay then hit me with the charges later on.

  Business Response

  Date: 04/01/2023

  Our check out time is 11am, when guests request later check out there is a fee associated with that request. Notations on the account state that guest was advised of this charge.

  Customer Answer

  Date: 04/01/2023

  
  Complaint: 19882390
  
  I am rejecting this response because:
  

  I do not know what notes they are talking about because when I contacted them about the situation, There response was it was for late check out. I responded back and said when I called front desk nobody mention any fee because if I knew there was a fee I would of checked out at 11 am it would make no sense for me to pay 50 dollars for 30 minutes. I was told by ******** via email that i should dispute with my credit card company and they never mention any notes to me. I now hear there were notes so do they have the conversation recorded to show that no fee was ever mention. How convenient now they have a note I have a note too and its the phone call to front desk as no one mention a fee, This is why I am rejecting this as a long member of there total rewards card and this is how they solve the issue by a fictious note that anyone could of wrote anything. If this was the truth I would not complain about it but its not what I was told over the phone.
  
  Regards,
  
  *****************************

  Business Response

  Date: 04/04/2023

  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 apologize for any disappointment you experienced with your stay. 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 email 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, 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:02/20/2023

  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.

  Was charged a resort fee but the main attraction the pool was closed. Also no hot water or stopper for tub. So basically was only provide a bed for stay and told there was nothing they can do for us. I spoke with the night manager on 2/19 and the front desk manager on 2/20. Both unpleasant and pretty much unapologetic about the whole situation.

  Business Response

  Date: 02/26/2023

  $50 Food & Beverage credit was issued to the guest during his stay for issued stated. Guest was made aware Resort Fees cannot be picked up. No further compensation will be issued. 

  Customer Answer

  Date: 02/26/2023

  
  Complaint: 19435355
  
  I am rejecting this response because:
  
  I actual said no thanks and it was put on anyway. I am really confused why such poor standards of service and accommodation is what you are striving for. We had no hot water for a whole day.Then when we finally did get hot water I asked for a stopper for the tub three times. which was never provided. Its not like I asked some random employee. I asked the head managers of the front desk. Hot water and to be able to use the tub is just an assumed amenity. Missed the fine print when booking the room it said we will not provide hot water, use of your tub and provide some of not the worst service while doing so. 

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

• Initial Complaint

  Date:02/13/2023

  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.

  We had two rooms at ********************* (***** and *****), from 2/9/2023 - 2/12/2023, for a total stay of three nights to celebrate my birthday. Upon checking into our room Thursday, we encountered four (4) major issues: first our toilet tank would not stop filling unless you jiggled the tank lever a certain way, second our refrigerator was not working and keeping drinks/medication cold, third we could not hear anyone over the room phone, and fourth there was no cell phone or internet service in the room. We promptly called the front desk around 5 pm to alert them of the issues. They said they would sent maintenance up to investigate and assist us. We waited over an hour and no one ever came up. At that point we had to leave for our dinner reservation. When we came back to the room around 10, we called the front desk again, they confirmed maintenance did not come up, but would be up in another hour. We stayed up until 1 am waiting and no one ever showed up. We called the front desk again Friday afternoon around 3 pm, and the customer service associate yelled at us, which made us promptly walk downstairs to seek a manager in person. It took almost an hour for the front desk staff to find a manager, but we did speak with ******* who was the only polite and helpful person there. She apologized for all inconveniences and said maintenance would be up shortly with a new fridge and phone (which actually happened). She also offered us a $50 food credit and room credit for the problems we had thus far. On Saturday, we got back to the room around 5 pm, and discovered the room had not been serviced. There were plenty of dirty towels and trash. We called the front desk again and asked for Housekeeping to come and service the room, they said to place the towels and trash outside the room. I asked for a manager, spoke to *******, and he said there was nothing he could do but he would have the housekeeping manager/supervisor come up. No one ever did, and we never heard from *******.

  Business Response

  Date: 02/13/2023

  We apologize for any disappointment you experienced with your stay. 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 email with our Hotel ********************* team so that we can ensure that our guests are always receiving the highest level of quality service you deserve.  

  If you wish to speak with a customer relations representative regarding your experiences please call customer relations at ************** option 9Monday to Thursday 10 am to 6 pm or email *********************************** and one of our agents will be happy to assist you.

   

  Thank you,

  ******

  Customer Relations 

  Customer Answer

  Date: 02/13/2023

  
  Complaint: 19394383
  
  I am rejecting this response because:I have spent far too much time on the phone with Harrahs, and I certainly could not get ahold of a competent associate while on the phone with them. I will not be calling another number. You have my contact information? You can contact me to properly resolve this issue and process the refunds.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/15/2023

  If you wish to speak with a customer relations representative regarding your experiences, please call customer relations at ************** option 9Monday to Thursday 10 am to 6 pm or email *********************************** and one of our agents will be happy to assist you.

• Initial Complaint

  Date:01/31/2023

  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.

  On January 28th I contacted harrahs to inquire availability for that evening to which I did declined then I find out that a reservation was made using my information through the same representative for may 2023. I never made that reservation i was told by a supervisor that the representative never closed out my information and the next person who called was able to book a room with my information this should not have happened nobody has gotten back to me regarding this

  Business Response

  Date: 01/31/2023

  Hi,

   

  Thank you for reaching out to us here at Caesar's Entertainment.  If you wish to speak with a customer relations representative regarding your experiences, please call customer relations at ************** option 9Monday to Thursday 10 am to 6 pm or email *********************************** and one of our agents will be happy to assist you. 

   

  Thank you,

• Initial Complaint

  Date:12/30/2022

  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 paid for Harrahs resort and Casino using a third party last week and stayed in the hotel last Wednesday I was later charged a fee of $39.34 which was supposed to be for a resort fee I called up and was told that the resort fee was for the coffee maker, which didnt work in my room, and for the business center, which I wasnt told about the hotel was very not forthcoming about telling me of these charges, and I was randomly charged them I would like a refund and an apology from the hotel. Additionally, the hot tub in the hotel did not work and I had to pay extra for that.

  Business Response

  Date: 12/30/2022

  Hello ******
  Thank you for reaching out to us here at Caesars Entertainment.
  
  The Resort fee is to be paid by all hotel guests and is disclosed at time of booking as well as when you are checking in to our hotel. Our non-negotiable resort fee package includes two devices connected to our basic package wifi, $5 parking voucher to be used upon exiting out self-park garage, as well as unlimited local calls made on your guest room phone. ************** Access for 2 per day, and In-room coffee maker.
  If you are ever unhappy with any aspect of your accommodations, please immediately speak with a hotel supervisor so that we may resolve the situation for you at that time. We hope that you will look at this as an isolated incident and that it will not deter you from visiting us again. 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.

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

• Initial Complaint

  Date:12/26/2022

  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 my stay on hotels.com as I have done many times before. I waited in line for over an hour to check in. I got to the room and it was 2 queen **** not the 1 king *** that I booked. I called the front desk and was told they were out of king *** rooms. I questioned the validity of this as king rooms were still available on their own website as week as hotels.com. The unfriendly rep said that rooms were not guaranteed and hung up with no resolution. I feel this is false advertising and I should be refunded.

  Business Response

  Date: 12/27/2022

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

  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. Since you are currently on property, please go to the Front Desk as they will be happy to assist further.
  
  Once again, thank you for taking the time to contact us and for allowing us the opportunity to address your concerns.
  
  Sincerely,
  Fina
  Customer Relations  
  ************* Region

• Initial Complaint

  Date:12/25/2022

  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 asked a waitress for some water and she said it has to be ordered on the kiosk. Before I even had a chance to tell her that the beverage service was not working and that there was a $5.00 minimum bet for ordering water (which I needed for my medication), she walked away. Please consider reprogramming the system to allow for at least water.

  Business Response

  Date: 12/25/2022

  Hi R

  Customer Answer

  Date: 12/25/2022

  
  Complaint: 18638681
  
  I am rejecting this response because:
  
  It just says Hi R.
  
  Regards,
  
  *********************************

  Business Response

  Date: 12/28/2022

  Hello ***,

  I apologize for the inconvenience this may have caused you. If you like to discuss this further, please contact us at ************.

   

  Thank you

• Initial Complaint

  Date:11/12/2022

  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 this trip for my boyfriends birthday, worst experience ever I checked in on November 11th around 10:30pm, when we got to the room the bathroom was dirty, the room smelled like smoke, the lamp shades were dirty.So I call the front desk they tell me to come down. I go down mind you the elevator and front desk is very far from each other. The front desk women changes the room now we go to the next room and its 2 double beds we wanted 1 bed never was I told the room set up would change, the lights are flickering in the room and some of the towels in the bathroom on the floor now its after 12am, so I contact the front desk again I ask for a supervisor I am put on hold for 20 minutes no one came back on the call. I had to go back down and speak to someone the supervisor on duty refused to come and speak to me the girl at the front desk kept changing stories first the supervisor was on lunch then she was in the back. This was so unprofessional on so many way we did not get to be until almost 1:40 am. The staff did nothing about the room. I had to come down in the morning speak to manager and she gave me a ***** credit and changed our room at the rate of ******. Im sorry that is not enough. I spent 580 in total. Why didnt the supervisor or front desk people do anything the night before. It was such a hassle walking back an fourth with all our luggage 3x that night. Im very unhappy with this stay and wish we chose another hotel

  Business Response

  Date: 11/12/2022

  Hello, 

  Upon review guest was room change twice and offered a discounted rate. The front desk also added a $40 food and beverage credit to the reservation. Since she is still on property, she can visit front desk for further assistance. 

  Customer Answer

  Date: 11/20/2022

  
  Complaint: 18395180
  
  I am rejecting this response because:I checked in Friday bought I went to guest services twice that night they ended up switching my room to a room with 2 beds without even telling me. we didnt need a double bed room we are there for my boys friend. Plus the long walking back and forth and then me having  to go back down there in the morning. The Indian representative was so rude she wanted me to stand on a long line just to speak to the supervisor on duty and the way she spoke was rude. Yes the supervisor gave us another room that I still paid full price for and a ***** credit that didnt even cover the meal between my boyfriend and I thats ridiculous. There should be some type of compensation for the room. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 11/21/2022

  Unfortunately, no further compensation will be provided as the front desk accommodated guest while on property.