Reviews

Review Details

• Review fromAlexander G

  Date: 11/22/2024

  1 star

  Alexander G

  Date: 11/22/2024

  I have never experienced a more appalling and disgraceful level of service in my life. This establishment operates as though basic hygiene, safety, and respect for guests are optional. Here’s a detailed account of my nightmare stay:
  1. Smoke-Filled Hotel: Upon arrival, the entire hotel reeked of smoke. It was so pervasive I immediately questioned the air quality and health safety of the property.
  2. Bed Bugs in Room 1844: My first room had bed bugs. Let that sink in. Bed bugs. In 2024. Disgusting and completely unacceptable.
  3. Filthy Second Room: After demanding to be moved, I was given a room that looked like it hadn’t been cleaned in weeks, if ever. There were brown liquid stains on the baseboards, unvacuumed carpets, and food remnants scattered across the floor. It was a biohazard.
  4. Still Filthy Third Room: Finally, I was moved to a third room, which, while marginally less repulsive, was still dirty. When I requested an upgrade after this series of egregious errors, I was flat-out denied.
  5. Locked Out with Armed Security: On my second evening, I returned to find my room key didn’t work. After waiting 45 minutes, I was told security would assist me because “the batteries in the lock might be dead.” Instead, six armed security guards arrived and informed me that I had been intentionally locked out of my room because my black Pelican case was assumed to be a gun case. They made me feel like a criminal for owning luggage.
  This establishment is not just a disappointment—it’s a health hazard and a safety risk. The staff are unprofessional and grossly incompetent, the rooms are uninhabitable, and the policies are borderline discriminatory.
  I wouldn’t recommend this place to anyone. It should be inspected and, frankly, shut down until they meet even the bare minimum standards of hospitality and cleanliness.
  Final Note: Avoid this place at all costs. Spend your money somewhere that respects its guests and takes basic sanitation seriously

  Horseshoe Las Vegas

  Date: 02/10/2025

  Hello Alexander,

  
  

  I am incredibly sorry to hear about the appalling experience you had during your stay. What you’ve described is completely unacceptable, and I can only imagine the frustration and distress you must have felt throughout your entire visit. The issues with cleanliness, including the bed bugs, dirty rooms, and lack of basic hygiene, are deeply concerning. Additionally, the situation with the key card and the way you were treated by security is both inappropriate and unprofessional. Guests should never feel unsafe or disrespected, and I truly apologize that you were made to feel like a criminal. This experience falls far below the standards we strive to uphold, and I appreciate you bringing these serious issues to our attention. I can assure you that your feedback will be escalated to the appropriate team for immediate review, as it’s critical that we address both the safety and cleanliness concerns you’ve raised. Again, I deeply apologize for the negative impact this stay has had on you. Thank you for sharing your experience, and I hope you will consider giving us the opportunity to make things right in the future.

• Review fromEric B

  Date: 10/20/2024

  1 star

  Eric B

  Date: 10/20/2024

  First time staying at horseshoe and the last.
  Started with being told in email $45 total at arrival for resort fees, but it was actually $150.
  Pool was closed.
  Was locked out of the room because of a faulty dead bolt that locks when we shut door that put us behind schedule, we were "this happens a lot" but nothing is being done about it to fix deadbolts.
  We then came back to the room only for both of our key cards to not work anymore that have been working all weekend...
  We go and wait in line for frontdeadbolt. missing our dinner reservation.
  We returned to the room after confirming reservation and everything and with fresh new cards...guess what? The new cards don't work.
  Security guard came up to let us in, seems like he was trained with responses to this happening a lot saying our original cards must have both touched a magnet at same time even though they were stored separately on different persons and working entire weekend.
  And he also advised that we must have gotten new "dud" cards because that happens a lot here with faulty machines.
  He advised to go and enjoy vegas and to figure it out later... it is tough to enjoy vegas when a poor quality hotel causes you to miss a reservation at a high volume restaurant, and to have fun knowing that you are coming back only to be locked out again and having to deal with that again at the end of the night. Not relaxing for spending a lot of money to not even have the expectation of getting into your own room.

  Horseshoe Las Vegas

  Date: 02/10/2025

  Hello Eric,

  
  

  I’m so sorry to hear about the numerous issues you encountered during your stay at Horseshoe. It’s incredibly frustrating to have unexpected fees, a faulty deadbolt, and key card problems—especially when they cause you to miss important reservations and disrupt your experience in Vegas. The situation you described with the room lock, faulty cards, and the unhelpful response from staff is completely unacceptable. You should never have to deal with such inconvenience during your stay, and I understand how disappointing it must have been to repeatedly face issues without clear solutions. We strive to provide a smooth and enjoyable experience for every guest, and it’s clear that this was not the case for you. I’ll make sure your feedback is passed along to the management team to address the deadbolt issue and other ongoing problems with key cards. Thank you for sharing your experience, and if you decide to reach out for a resolution or further assistance, we’ll be happy to help.

• Review fromMei S

  Date: 06/24/2024

  1 star

  Mei S

  Date: 06/24/2024

  I booked the room thru caesar rewards from May 27 to Jun 17 and I was told it will total cost me $2929.59. Something came out during this vacation I got to go home early on this trip. I check out on the counter and went home. Days later I found out they overcharged me total $4205.21. And I've called talked to the receptionist and they said would have manager gave me a call back but they never call me back and I called and called I don't remember how many times. They are just like kicking a ball to each other non of they trying to help me solve the problem.

  Horseshoe Las Vegas

  Date: 07/02/2024

  Hello Mei,

  
  

  We appreciate you taking the time to write and bring these
  concerns to our attention. Upon review of your reservation, we show the nights of 13th-16th have been refunded and the issue has been resolved. Please let us know if we can further assist you.

  
  

  Kind regards,

• Review fromWendy M

  Date: 11/17/2023

  1 star
  If I could give zero stars, I would. Their business model seems to be to offer the worst customer service so they can inappropriately charge guests so they will eventually become so frustrated that they will give up trying to get their money back. Essentially, they are stealing money.
  We booked a room and pre-paid for late check out. We arrived and they offered us an upgraded room to see the fountain. "It's so pretty, you can see it going almost all night". The fountain (which is not even operating at this time!) is not visible from the room, partly due to all the construction, partly due to the fact that the room is not situated well to see it. I called about the "upgrade" only to be told to go down and see the front desk, this was after four attempts to call and waiting on hold for about 20 minutes. We went downstairs and waited over an hour and was told they can't help us -- we would have to switch rooms, but our room type was part of a room block so that rate was no longer available so it would be even more expensive. I didn't need to switch rooms -- I got a standard room. The issue is that the "upgrade" was a scam. There was no fountain to see. They said that the fountain being under construction was not their issue, however, yes it is...if you are selling guests on an experience and charging them for it. If you know it's not operating (which we found out has been communicated very clearly!), then don't offer the upgrade.
  Then on our last day, our late check out was not included even though I had pre paid for it. I had to pay for it twice. My final bill had our parking charged twice as well.
  I have called, emailed, called, and emailed again and again. It's been almost three weeks and they don't even bother to respond. This hotel is stealing money from guests and refusing to refund. I will never stay there again and I will make sure others are aware.

• Review fromNicholas R

  Date: 10/04/2023

  1 star
  We booked our stay at this hotel/ casino months ahead of time and paid for it in full (except resort fees). When we got to our room, we realized immediately that they had given us the incorrect room type than what we paid for. We called the front desk and were told to come talk to them at Check-in instead. After going back down to the desk and waiting in line with our bags for well over 10 minutes, we were told that our selected room type isn't available that night... even though we had paid for it already and booked it in advance! We asked about compensation for the different room types, but were told that there is nothing they could do. We had to stay in the wrong room type than what we paid for, received no form of compensation or apology, and wasted time talking to them at the desk when they could've shut us down on the phone instead. Seemed tricky, dishonest, and rude.

• Review fromCortney M

  Date: 08/22/2023

  2 stars
  Husband and I stayed here for 8 nights due to playing in the APA World Pool Championship. Highly do not recommend staying for a full 8 nights unless you have to. The bed was average. I woke up every morning with a hurting back due to poor sleep. The mattress could be better. Housekeeping was phenomenal. They came in every single day and changed the towels out and made the bed. The maintenance guy did do as we asked and came up at night to lower our thermostat to 65. I have no bad complaints other than the cost of the resort fees. You already pay so much for drinks at the pool, why make everyone pay $50+ a night to stay there just for resort fees? I spent $67 on 2 MEDIUM Pina Coladas. Never again. Our total for 8 nights was originally $970 (as it stated below GRAND TOTAL), then once we checked in, the total came out to be over $1,300. I did not see anywhere during the booking process that the total would be over $1,300. Still not a bad price for 8 nights but we were SHOCKED.

• Review fromCasey C

  Date: 03/29/2023

  1 star
  Wish I could leave negative stars.
  First they overcharged my husband's account, then when we went to the front desk to question it their representative offered a solution "we can cancel your reservation and you can just go stay somewhere else", how freaking rude. They did nothing except say "we can cancel your reservation and you can go somewhere else, ", they wouldn't offer a comp of any sort to say "we are sorry or anything", then we were charged the security deposit a second time, but we already had left and they charged it! Awful customer service!