Complaints

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:06/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ShakerHowever, my calls have consistently been ignored, and voice messages left at these numbers have received no response.Before being given these numbers, I dialed numerous other numbers associated with the Horseshoe Las Vegas Hotel and Casino, again to no avail. Even a month after my stay, the promised credit has not been applied to my account, which I view as a clear violation of their commitment to me as a guest.Given this disheartening experience and the hotel's consistent neglect of my complaints, I believe that my case warrants investigation. I look forward to the BBB's assistance in this matter and hope that appropriate action can be taken to ensure no other guest must endure a similar experience.Thank you for your attention to this matter.***************

  Business Response

  Date: 06/28/2023

  Good Afternoon Shaker,

  Thank you for providing feedback regarding your Horseshoe Las Vegas stay from 5/21-5/24.

  Please accept our apologies for any inconvenience experienced during your stay. Though we endeavor to provide excellent service, it is obvious that we fell short of your expectations. I have adjusted your final bill and refunded your Mastercard #**** ($58) and will take **** business days for the credit to reflect back into your account. Please feel free to contact my direct line at ************** if you have any questions.

  
  ****************, thank you once again for your patronage and valuable feedback.  We are confident that your next visit will be more pleasant and look forward to serving you in the near future.
  
  
  Sincerely,
  ******* - Horseshoe Front Desk
  

  
  

• Initial Complaint

  Date:05/30/2023

  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 recently stayed at Horseshoe hotel Las Vegas 05/23-05/25 I checked into my room and it was infested with huge moths flying around I had over 50 moths in my room also some were found in my bathroom and in towels that I would use for the shower and some already dead when I walked into the room. Absolutely disgusting, I killed the moths due to not being able to get another room without moths. A representative at the front desk informed me that the hotel was sold out, when i saw the bugs I called front desk and they told me they would send house keeping to take care of the moths and no one ever came! I have stayed there previously and my total was $143.58 for my stay that was not enjoyed. Also not only were there moths other small unknown species bugs were flying around as well.

  Business Response

  Date: 06/14/2023

  Dear ***************************,

  Please accept our apologies for any inconveniences experienced during your stay. Though we endeavor to provide excellent service, it is obvious that we fell short of your expectations.

  At your earliest convenience, please contact a Manager on Duty at ************ so we can assist you with your refund request w/ HotelBeds.

  ***************************, thank you once again for your patronage and valuable feedback.  We are confident that your next visit will be more pleasant and look forward to serving you in the near future.

   Sincerely,

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

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 just recently stayed at Horseshoe 5/11/23-5/15/23. When we first got there we tried checking in on the kiosks, which didnt work, so had to stand in line for quite some time to check in with the front desk staff. When we finally got to the front desk, they told us they were upgrading us to a suite, so we were excited, but to our surprise it was the worst possible experience. We got to the room, and the room was so hot and miserable. My brother-in-law went to the front desk to tell them about it with nothing being done about it. We called down to the front desk and also asked the cleaning staff for more pillows, as the pillows were about worthless, which we were lied to saying they would bring some right up and of course never did, and we ended up with bed bug bites all over us. Worst experience we have ever had, and now back at home miserable from itching these bed bug bites!

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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: 20048068
  
  I am rejecting this response because:

  I tried working with the front desk the day I woke up with bites everywhere. I tried contacting them numerous times. I was constantly fed different information and redirected to multiple different people. I went through so many people and so much work to get some kind of resolution and was given nothing. We paid over $500 for 2 nights at this hotel that treated us so poorly. I asked for a copy of the bed bug report because I absolutely do not believe that we killed and flushed the only bed bug that was in that room, especially since the one we found was in the bathroom, which was nowhere close to the bed in which I got all of my bites. I was told I could only see it with legal action. If it was truly negative, why cant the report just easily be shared? I strongly believe I was lied to and that the problem was just covered up. Because of all the stress and work I went through because of bites that took a month to heal and poor customer service, I think a 50% refund ($230) is the absolute minimum that should be offered. This hotel really needs to learn how treat customers, because Ive never been failed by a hotel worse. And with all the options in vegas, I cannot imagine choosing a place that does not care about customer satisfaction and health. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/31/2023

  Good Afternoon **************,

  I am more than happy to authorize one of your nights being refunded via HotelsBeds. Please contact me at ************ so we can discuss next steps.

  Thank you,

  *******

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20048068
  
  I am rejecting this response because:
  
  I would have accepted this offer, however I have called on more than one occasion and have not been able to get to you and have not heard back from you, even after leaving specific call back instructions. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/13/2023

  Dear ***************************:

  Please accept our apologies for any inconveniences experienced during your stay. Though we endeavor to provide excellent service, it is obvious that we fell short of your expectations. In regard to your bed bug claims. we depend on the expertise of a third-party company called ECOLAB who happens to be knowledgeable and better equipped to confirm positive or negative results. The negative result from your room is the confirmed result based on their extensive testing of the room.

   As a gesture of goodwill, we would like to remove two resort fees ($90.60) from your bill due to not having a pleasant stay at the Horseshoe Las Vegas.

  ***************************, thank you once again for your patronage and valuable feedback.  We are confident that your next visit will be more pleasant and look forward to serving you in the near future.
  
  

  Business Response

  Date: 06/30/2023

  This is being handled internally.

  ******* - Horseshoe Las Vegas

  Customer Answer

  Date: 07/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/17/2023

  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.

   
  Complaint: 19336253
  
  I am rejecting this response because: Unless they have pictures to prove this then they are lying. I didnt put my legal signature on anything approving the transaction. I also did not verbally agree to have this charge put on my credit card so it is credit card fraud. Also they fail to recognize the fact that they let perverts into my room, who touched my wifes lingerie. Because of this inconvenience i now want a refund for my whole stay. The room was not properly cleaned or inspected for safety before they gave it to us. The window was broken upon arrival, I didnt do that. All of this on top of the disrespect from the managers and hotel staff. Literally made us feel like we were in a prison rather than a hotel. Hotels do not have the right to shake your room down like a prison cell. I tried to be nice and fix it on a personal level but its past that. I need proof with a report, pictures, and written statements. Failure to provide me with that will result in lawyers getting involved. This hotel targeted me along with other attendees to Glass Vegas. I am not going to lay down and take it. This is totally unacceptable treatment of a guest. Hotels are supposed to provide hospitality and this establishment has failed in doing so. I paid for hospitality and resort amenities just be thrown in a prison cell that gets shaken down. Absolutely unacceptable. 
  Sincerely,
  
  *************************woman at the front desk to help she said it was too late and I cant get the money back. Hotel manager named ***** had a chance to try and make stuff better but instead took it upon herself to call us names and say she doesnt have time for our s*** She actually swore at hotel guests I couldnt believe it. My hotel room was also filthy and unsafe upon arrival. The window was broken and they had to have a maintenance guy come fix it. The glue he used left a horrible smell in our room and they wouldnt change our room. The bathroom had soap scum all over it, the bed and furniture was worn out, and you couldnt even enjoy the view because the windows were filthy. This is by far the worst hotel I have ever stayed at. It cant be legal to subject your guests to such conditions. I have traveled a lot and stayed at plenty of hotels. I couldnt believe how terrible our experience at this one was. I cant believe that theyre allowed to get away with such atrocities.

  Business Response

  Date: 02/21/2023

  Thank you for contacting us.

  It was reported that the room you were occupying had a plastic bag over the smoke alarm which is an endangerment to the safety of our guests. There was also evidence of smoking in the room which was a designated Non Smoking room.  Additionally the window was taken off the track to allow it to open.

  All of these actions are found to be unacceptable by the hotel for the aforementioned stated reasons.

  I regret that you found our actions unacceptable but the safety of our guests is our paramount concern.

  Have a nice day.
  

   

   

• Initial Complaint

  Date:01/18/2023

  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.

   
  Complaint: 18830222
  
  I am rejecting this response because:

  I have reviewed the response.  I can indicate that the representative was not clear about the fee.  Half of what he was saying was very difficult to understand. and the call was cutting out occasionally.

  I would like the fee reversed.

  You need to get ********* in to fix the elevators as they are a mess.

  Sincerely,
  
  *********************

  e low-rise bank to floor 16 and switch. Only then could I get an elevator to take me up to 24.Other than that, everything in the room worked fine, and there weren't any other real issues.

  Business Response

  Date: 01/18/2023

  Thank you for reaching out regarding a charge you believe was improper.

  In reviewing the charge, it was not for an early check in, as a Diamond coded guest we provide the early check in as a courtesy as long as rooms are available at the time of arrival.

  The $17.01 charge was for booking the room through our call center rather than using the Internet. A $15 processing fee is assessed and according to the notes entered on Jan 14th when the reservation was booked, it was noted that you were made aware of the charge.

  If you believe this is not the case, we can pull the call and listen to exactly what was said and agreed to and if during that call the agent did not say what was represented in the notes, we can take appropriate action at that time. 
  

  As for the elevators, I am sorry to learn of the disruption. There are 8 elevators in each of the resort tower banks with each providing service to half of the tower (Low rise and high rise) and I am not aware that at any time in the recent past that we would have had 6 elevators out of service as that would be detrimental to the operation. There are times that elevator traffic can be delayed based on heavy usage, so again, please accept my apologies for any delays and inconvenience you experienced.

  We hope to have you back to Horseshoe Las Vegas and appreciate your business.

   

   

  Business Response

  Date: 01/26/2023

  In looking at previous bookings for ***************, on 2 occasions he used the internet to book and subsequently cancel previous reservations booked for the same time period that he eventually booked with the assistance of our call center. As a Diamond Guest I will make this one time credit of the $17.01 to resolve this matter.

  The notes clearly point to the fee being disclosed but if there was a language barrier as claimed, that is enough reason to take the action of crediting the account. 

  I will issue a ************ for this amount and it should be on the credit card statement within the next 30 days based on the billing cycle of ******************** credit card company.

  I hope this resolves the matter to your satisfaction.

  Please keep in mind for future bookings that we do assess a $15 + tax charge for bookings through a live agent in our call center.

   

  Thank you.

   

   

• Initial Complaint

  Date:12/22/2022

  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.

  While staying at the Horseshoe on December 21st at about **** hours I ordered a drink at the bar on the casino floor. I tried to pay for it with one of the 4 free drinks I earned by gambling at Caesars properties. The bartender said I couldnt have my free drink and instead took it from my comps. When I ordered another drink and asked for my free drink he told me my card was the wrong color and I would have to get another card. I told him that was not true and he did not care. I told the bartender the other bartender had gotten the free drinks for another customer and he got the other bartender involved.The second bartender said I had the wrong kind of card and proceeded to lecture me on how to put money in a machine so he could comp the drink or to use my comps. I said the other bar had no problem looking up my free drink and he then lectured me on how he does things the right way unlike other bartenders. I just want my free drink like I was promised.I asked to talk to a manager then the bartender said if I gave them my card they could try to make it work. Really? Now you want to help me? I gave them my card and they looked it up and sure enough I had three drinks left. I dont have high standards. If you are going to talk down to me and lecture me you should at least be right. Or you could just be nice.Dozens of trips to Vegas and this is the first time I have encountered bartenders this rude and incompetent. Why should I come back?

  Business Response

  Date: 12/28/2022

  ************************, 

  Thank you for bringing this service failure to our attention, we have the team looking into the incident currently and trying to locate the guest checks to make it right. Please contact me directly at ******************* as we work toward resolving. Do you visit Horseshoe or ***** often?  I'm thinking maybe a nice restaurant visit to say sorry for the service failure?

  Looking forward to hearing back and making it right.

   

  Thanks

  *****

  ******************* 

   

• Initial Complaint

  Date:11/28/2022

  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.

   
  Complaint: 18472463
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************e to anyone its filthy and nasty. It was nothing like the pictures or what was stated on the website we would like a full refund. I have no voice, due to the cigarette smell everywhere and dust mites that were in the room since a I have severe allergy to those things. Had to buy extra medication while out there just to breathe at night. Which means if I dont have a voice I have no way of working because that is part of my job.

  Business Response

  Date: 11/28/2022

  Thank you for the opportunity to respond to your concerns. While I can appreciate your sensitivity to the smell of smoke, the casino environment does not prohibit smoking. The air filtration system operates to remove the smokey substance and bring fresh air in to the casino. Certainly, based on the amount of smoke at the time, there is no way to guarantee that those with smoke sensitivities would still not be effected. 

  In reviewing the account, four nights of resort fees totaling $159.80 were removed as a way to compensate for the issue and while a dusty air filter in the guest room is not our preferred condition, it was replaced upon learning of your discomfort.

  The previously issued compensation will remain in tact with no further adjustments at this time.

  I apologize for the issues you experienced but feel that we took measures to remedy the situation including the issuing of significant compensation.

  Thank you

   

   

  Customer Answer

  Date: 11/29/2022

  Case # ******** I was sent a message regarding this complaint but my message didnt send as to why I declined what they offered. Can it be sent back for me to complete. The Ballys ************ didnt refund that amount of money only two days of resort fees. A customer should not have to tell the maintenance people to come the air filter to the vent it should be done every 30 days. The rooms should be cleaned, dusted and wiped after every rental not just vacuumed. The reason why they dont care is because we arent high rollers in the Casino that is who they cater to not the ones that come to stay to enjoy your city.

  Business Response

  Date: 11/29/2022

  Attached is the copy of the final bill showing no resort fees were charged

  Initially when first discussed with the front ********* only 2 resort fees were issues as compensation  (processed 11/26) then on 11/28, the manager (****) issued another 2 resort fees as compensation for a total of 4.

  We consider this to be fair compensation given the casino filtration system operates correctly and there is no guarantee that it is a smoke free environment (nor is it advertised as such)
  

   

  Thank you.
  

   
  

   

   

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18472463
  
  I am rejecting this response because: the amount mention above wasnt the amount refunded for resort fees. I attached the receipt that was given to us at checkout. The lady at the desk stated she could only remove two resort fees. I have also attached the original receipt of what we paid. Apparently its the customer place to let the hotel know when its time to change the air filters in the room. That is a maintenance issue that should be done every ************************************************* complains because it has 5 of dust on it that was being filtered through the room. When your not a high roller in the Casino your not paid attention to but I guess its okay to have a dirty place for customer to sleep. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/30/2022

  The bill I sent yesterday showed an additional credit of $90.60 (representing 2 additional resort fees) was processed following the $408.79 that was settled when you checked out.

  You will see on your credit card statement that while there is a charge for $408.79 (which did have 2 of the 4 resort fees as part of the bill), the $90.60 processed on 11/28 (on the bill I sent) was done after the settlement on 11/27 when you departed.

  I assure you that 4 nights of resort fee were taken off your account (2 before you settled your account) and 2 processed after and will show up as a credit.

  I again regret your dissatisfaction but believe the 4 nights of resort fee compensation is sufficient.

  Thank you

   

   

   

• Initial Complaint

  Date:11/01/2022

  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.

  There were over seven roaches that were crawling on the walls in our room. When we told the front desk manager ***** about the situation she told us that we have to contact security about the incident and once security gets a hold of the incident they have to do an investigation in order for them to proceed with our complaint. She then took 15 minutes to call security. She then took 15 minutes to call security about our incident after we sat there and told her that we do not feel comfortable in the room with the roaches. She also gave us attitude and put her hand up to us and walked away when we were asking her questions it seemed as if she did not want to answer our questions. We only killed two roaches while the rest of them got away.

  Business Response

  Date: 11/02/2022

  Hello ****, thank you for sharing your concerns regarding your recent stay with us. I apologize for the insects you encountered during your stay. We take every precaution necessary to offer the very best accommodations.  Unfortunately,there are certain times of the year that Las Vegas experiences a higher number of insects than normal, during these times we step up our efforts to keep it under control. This is a very common practice for the Las Vegas strip properties.  Rest assured that your comments will be shared with the appropriate department to have this looked into in order to avoid this from happening again.  
  

  I am sorry for the slow service but thankful that the Front Desk addressed this with you and provided compensation for the inconvenience. We hope you will look at this as an isolated incident and allow us to serve you again in the future. 

  Yours truly, 

  ****

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  The concierge and mgr did ************* fees.  Hopefully, they will make sure their rooms are throughly cleaned, dust removed and bedding is without staining.  Overall, it was a decent stay minus those things and marijuana stench! 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/02/2022

  Good Afternoon *******************,

  Thank you for voicing your concerns at Bally's Las Vegas.

  Please accept our apologies for any inconvenience experienced during your stay. Though we endeavor to provide excellent service, it is obvious that we fell short of your expectations. We will address your concerns with the appropriate departments, to prevent future occurrences of this nature.

  It appears we have comped the daily resort fees that were owed at check-out due to this inconvenience. The credit was refunded back to **** #**** and will normally takes **** business days depending on your bank. Please feel free to contact us at **************, as it would be our pleasure to assist with any questions you may have.

  Thank you,

  Bally's **************** Team