Caesars Entertainment
reviews and complaints

I am very disappointed I am a loyal diamond plus player that comes from Pennsylvania to play at Harrahs in Atlantic City I get very few comps and amenities even though we have some of the best casinos near my home. I have not received a comp booklet in the last two months (July or August) I come to Harrahs at least once a month. On my last visit Jul 2021 I missed out on the Liquor giveway and the Illusions show because of the booklet not be sent I would appreciate getting my August 2021 booklet since I will be coming down on Aug. 6, 2021. Rose M Strach 204 Leda Circle Taylor, Pa. 18517 [protected]@hotmail.com

I stayed at the Rio Hotel in Las Vegas on 7/8 and 7/9 and checked out on 7/10. The furniture in the room was so dirty I could have went out in the street and picked up cleaner furniture from a homeless individual. The couch the chair and ottomans were stained and dirty. there was urine on the floor by the toilet, so housekeeping did not mop the floors. The room number was 1353. I filed a complaint with management when I left and all he did was supposedly put comments in the computer. My family member had the same experience except one room was worse than mine were the bed sheets were not put down and the windows in the room were dirty where you cannot even look out. I expected a lot more from Caesars. I could have went to a motel 6 and had a cleaner experience. during this time with the Pandemic you would think the rooms would have been cleaned while things were shut down. For the amount of money this was the worst experience I have ever had anywhere. your reviews on the hotel say it all from various people and I'm just sorry I did not read the reviews before booking although your website stated it was a 4 star hotel. if I had to rate it I would only rate it a 1 star. I would like some one to contact me at [protected]- I may even contact the Better Business Bureau to file a complaint. Shameful!
Marian Lujan

The VIP manager at PH gave me your contact information to have me and my Caesar's Total Rewards re-instated… After a horrible and terrifying experience I had with a hot headed front desk agent at PH. This front desk agent named Rhomel sent completely postal after I went over his head to get a late checkout that I had been promised the night before by the Diamond desk…
I needed a late checkout that day because I had been playing in the casino (high limit slots like I always do) until about 10am that morning. After I was finished in the casino, I went upstairs to my room and that rage filled front desk man-Rhomel, called my room and woke me up just after I had barely gotten sleep, as I suffer from PTSD and insomnia is a big part of that for me. He said that it was checkout time and if I wasn't out in five minutes he would have me removed forcibly.
This was such a shock to me as I never have been threatened like that muchless by someone who's job it J's to make my stay most enjoyable and certainly not scare, terrify, or harass me. I then explained to him that I already had set up a late checkout time the night before after receiving an email asking me if I wanted to extend my stay, or have a late checkout, call the number to VIP to set that up. So I did just that.

But he grew more and more viscous and angry saying that nobody except him can give late checkouts in PH. It was beyond unprofessional. But I then tried to see why he was so rage filled and went down to the desk to speak with him in person. I explained to him again that I had already been given a late checkout but he repeated what he said on the phone, that no one but him can give late checkouts. Not the Diamond desk, not VIP, nor any hotel manager, no one but him.

Then he said that if I paid him $50 cash he would give me the late checkout I already had… So in attempt to appease him I agreed and paid… But then he says that "no, I didn't say $50, I said $250". So I took my payment back and said I can't do that, because that's more than an entire nights stay.

So I went upstairs and called VIP and spoke with John Demos. I explained the situation that I really needed a late checkout more than ever now, because I was exhausted and hadn't slept but 10 minutes and I had 4 suitcases and being disabled it takes me an extra long time to pack. I explained if I had just been able to sleep a few hours instead of having to deal with that viscous front desk-Rhomel - I would have been out of there by now because I already had a penthouse suite over at aria waiting for me… John Demos listened and was appalled with Rhomels unprofessional behavior. He re-set me up with the late checkout that Rhomel has removed.

Then right as I was leaving, about 2 minutes before my checkout time there came Rhomel with atleast a dozen armed security guards and busted into my rooms door right after I exited and was waiting for the elevator. I could hear him screaming that he was there to "toss my mother fu&$ing [censored] out of his hotel". Then busted into my room as I watched from the elevator lobby next door to my room I had already exited.

Then I came back to PH a few weeks after that terrifying nightmare happened and wanted to give it another chance and not let one rage crazed maniac ruin all the other staff members there who treated me well.

So I was a few days into my second stay and I went down to the front desk because my credit card had been overcharged by about $350 and wanted to inquire about that. Well that Rhomel saw me there, shouted at me right there in the lobby like a crazy person that he was going to have my f$&cking [censored] 86'd out to the street.

Then said it was him who charged me for a cleaning fee because I left dirty towels on the floor and a sheet on the chair (as we were in the begging of the deadliest pandemic of our lives) I took extra steps to ensure I was as sanitary as possible so I laid a few towels next to the bed where I get dressed and put a sheet on the chair I could rest on after my bath, and not wondering what viruses might be on the chair that I could pick up…

Anyhow, he had security follow me upto my room and they were supposed to throw me out and ban me per Rhomel's say so. Well the main security guy there Mark, was the one who told me that "this was all because I went over his head for a late checkout". I was in shock and so scared. I immediately called over to the head of VIP John Demos and explained what was going on. The security people were nice enough to give me a few minutes while Mr. Demos tried to figure out what was going on. But he did and then called security and overrode Rhomel once again and told security to stop, reissue my room key and leave me be. Which they all did.

But then a couple days later my key wasn't working in the early morning hours after so I had to go down to the desk for new ones. Well it was Rhomel and he did the same thing he had done earlier in the week and told security to "86 this rich white boys [censored]" and then said to one of them that he "bets I like to take it up the [censored] like a fa&ot". So he made both racist and homophobic slurs against me that he said just loud enough for me to hear". I would call that 2nd horrific demeaning, awful awful awful"f" word showing his true colors as to why he poured so much hate on me for reasons I never could understand why before. But now I know all his rage was spurred on by his discriminatory biases and hate.

Anyhow, I had called down to the VIP management again and explained that he was in my room at 7:30 am telling me it's checkout time for me and how he's gonna show me who's the real big bad boss of PH, by 86ing me… I simply couldn't take it anymore and so I told VIP never mind, don't worry about stopping Rhomel again, because after those hate filled slurs… I couldn't take anymore of that, and told VIP I called up a host @ another property I frequent and they're sending a limo for me, and explained to VIP that I just wanted to leave at this point. So I did.

I promised the VIP manager I would reach out to all the contacts he provided me with to have my rewards card and myself reinstated before I posted about the horrifying experiences online or videos I took of all I had to endure because of a rage filled and hate filled person-Rhomel… So that's what I'm doing.

July 1-4, 2021- the entire time the wifi did not work!
We kept getting kicked off every single 5 minutes of every single day and it was the most annoying issue to have. We pay resort fees for the use of these kind of things and I cant tell you how difficult it was to not have wifi.
On july 3, 2021 we decided to try to enjoy a nice dinner at the gordon ramsay steak house. Unfortunately it was the worst experience I have ever had! It took the staff and the chef not one, not twice, but on the third to finally get our steak right. We waited over an hour and a half just to finally eat our meal. The complimentary martini and dessert didn't due the entire experience justice and unfortunately lost my appetite and ate a few bites only, and that's because it was my birthday weekend!
Lastly, the worst experience was the last night when we decided to gamble and having a waitress serve a bud light beer with the entire rim of the bottle broken off!
Of course after slicing lip on the bottle and having to put ice on it because of the pain that wasnt the worst! Of course the waitress admitted to this and apologized profusely and ended up haveing to make a medical report for the incident. Asked for name and room number 2527 as that wasnt enough of the horrible experience and stay at this hotel.
I am extremely upset over all of this and it literally ruined our trip. We are charged for wifi and amenities with the resort fees and unfortunately couldnt get anyone to help us on any of these issues.
Its an unfortunate and sad situation because nothing will be done about any of these valid incidents
Be ware of beer rims, restaurants and wifi issues.
The waitress apologized it least a dozen times as she knew it was such a horrible experience, as she even admitted to the medic and manager that she was the one that served the bottled bud light. Im not asking for all but some form of compensation should be honored!

Diana m. Garza
Corpus christi texas
361.443.5277

I received an email from Caesars Entertainment advising me that as a rewards club member I could stay at the "newly remolded" Rio- All Suites for $29.00 a night and as a bonus a free upgrade to a suite. I booked a room for 2 nights 06/30/2021- 07/02/2021 I had to put up an advance deposit of $36.84. Upon checking out my bill was $222.66, when arriving home there were charges on my credit card totaling $135.21 for advance deposit. I was not aware of any Resort fee of $39.68 per night for which I did NOT use any of the amenities resort fees entailed. I was expecting a bill for $29.00+$29.00 and tax approx $10.00 maybe $70 tops. instead, I was charged $357.87. I immediately reached out to the managers who claimed they could not help me because I did not complain while checking out. I have a bill in my email that totals $114.00 but none of this makes sense. Do I claim fraud through my bank? Also the room was a mess. The top lock did not work, I had to prop a chair against it, Dirty towels, filthy windows, and the smell of mold.

My name is Stephyn Ward. My Rewards number is #[protected].

I have been a platinum/diamond member for many years. All my vacations in the past have been centered around Caesar's properties. I am currently on vacation in Biloxi, Mississippi at Harrah's. I am very disappointed in the treatment that I have received during my stay.

On June 20th I checked into the hotel with a plan to stay at the property until June 24, 2021. Due to the fact that I have mobility issues I reserved a scooter in advance and was provided said scooter upon check in. Upon arrival at the hotel I provided the front desk with my valid "Caesar's" Visa card and ID for the deposit on the room and for the scooter rental. I proceeded to the room, which was very nice, and began my vacation.

My standard practice is save up my tier credit and reward credits to cover food and amenities at the hotel during my stays. Due to the pandemic I was unable to achieve the Diamond Level due to the Covid restrictions. My goal was to try and get my Diamond status back this year since the restrictions have been relaxed.

When I went to the kiosk to check my RC and my TC on June 21, 2021, I was surprised to find that I had zero points showing. I thought this was a computer glitch so I proceeded to the Rewards center to find out what was going on. Much to my surprise I found that the hotel had stripped me of all my RC and TC points due to the fact that the visa, that was provided at check in, was declined for payment.

According to Comenity Bank the hotel had tried to charge my card several times for various amount even though they knew it was declined on the first try. They took it upon themselves to strip me of all my points on my rewards account on the first day of my visit.

My biggest question is why did they strip me of something that I tried vary hard to maintain when all they had to do was get a message to my room, a message to my phone, or attempt to contact me in any way since I am staying at the hotel for 4 days. This was an easy fix that I could have corrected had I been contacted by the property.

When I contacted Comenity Bank I was informed that my available credit was sufficient to cover any expenses. Also, I used this card at other locations in Biloxi without incident. According to the bank the hotel had provided an incorrect expiration date, despite the fact I provided a valid credit card at check in. They continued to try and processes charges on this card despite this fact in various amounts.

Even though I was having a great time I feel that my personal security is threatened. In addition to stripping me of my RC and TC credits they have blocked my internet, restricted access to movies, and have turned off the in room phone. I am hesitant at this time to even leave my belongings in the room for fear of what they will do next.

Thank you in advance for your attention to this matter. I anxiously await your attention to this matter.

Stephyn Ward

Hello.

On Saturday 1, 2021. I was playing in the high roller room at Baltimore Horseshoe. I needed to get a drink, but this casino served only at tables and not any slot machine players. So, I call the slot attendant to see if he could watch my slot machine while I get a drink (which took no more than 15 minutes) he answered "no we are not supposed to watch any machine for any client even they are high roller that is the rules here" I said.."please!" Without success, but I bet you if I paid him (and that is exactly what he wanted) he will have done it. It was around 1:15 am. So, I did like everyone does, by turning my chair in reverse and leave my caesar reward card into the slot machine. As all players respect it. I saw this a thousand times, so everyone knows that is someone slot machine who intend to come back soon!
The slot attendant told me to cash out but I said: "No, because everyone does it and there is a security camera, and I trust caesar at 100%!" Unfortunately, when I came back all my money was gone! More than $1, 150, to $1, 300 ( I am not fixed to the exact amount when I play, but for sure more around that number above) but my Caesar card was there to prove it is my money, time, and the day I was playing there. The only thing that changed was my chair who has been a little moved to get print my money by printing the cashout button. I went to see the security camera manager see if could catch the thief, but he refused. For him, I have abandoned my own money to give it to anyone. What dumb words to say to anyone when he knows that no one does this in the casino! I told him that was completely untrue and to please look at the security camera. He denied doing anything and told the all casino staff to not help me and since I was upset to kick me out! Can you believe this? I intend to write a really bad review with my 2 million views about how Ceasear leave theft comes around to steal people and how your Baltimore Horseshoe Casino does not care and kicks you out! I even asked two women who were next to my machine they might be the ones who took my money since one of them had a ticket. But I cannot accuse anyone without proof! I told them to help me if they saw anyone? I have just been robbed! They did not care and left like theft use my own stolen money! So, I want you to do an investigation by calling the higher security chief manager property to find out who is stealing people's money and get free money including coming back to the casino and doing the same thing to others? To fired the security camera who did not want to help me, even he knows I am a high player (I was a Titanium at the Borgata Atlantic City), and kicked out one of their best customers. I want my money back and you are going to do the impossible to give orders to these lazy unprofessional staff that you hired and found the thief to be prosecuted! My rewards are [protected]
Fatima Zaryoh
[protected]

We typically stay here, so we are familiar with the property and how things are ran. This is our 1st visit in 2021 and our last! Horrible check in process/no live people to actually assist you unless you flag someone down. Booked at high roller view, got a partial view and when I discussed with a manager I was told that room has a view just not a full on one... and they could not move us due to not having enough maids to come in and clean the room we were 1st given...called house keeping to ask for nonfeather pillows as Im allergic, was on hold for over 30 mins, and still no pillows after an hour.

Easter Morning April 4, 2021 I went to the rewards desk after speaking to a pit manager about earned points. He said I would have to handle the missing points with the rewards desk. Shelli looked up the points and said I received 42 for an hour and 6 minutes of play at $30 a hand. I felt like this was a mistake so she called a supervisor over, Gisselle, and she said there was nothing she could do and I would have to discuss with the pit manager. I told her they sent me to you and she proceeded to be rude about it. I never raised my voice nor did I use any foul language. I tried to stress to her that this was not right sending me back and forth getting nowhere. I have been a Loyal Rewards member since 1993 and have never been treated with such rudeness. As I am standing there trying to get their names in my notes on phone she tells me she will call security to have me removed from the line. I was so shocked at her comment since I was absolutely saying nothing but trying to take my notes. I asked to speak to another supervisor, Bjorn, who also stated there was nothing he could do. As I am speaking to him, giselle was steadily writing notes under my account and never took another customer as she said was the reason she wanted to call security to remove me. All she needed to do was say lets move over here so you are able to gather your info. I have worked really hard to get my points with Caesars Entertainment but this really left me thinking why? I spend more money trying to build to Diamond even when its the 5X promotion and only to be treated so awful by a bitter employee with zero customer service skills. I have always loved this company and as a 54 year old female, I have finally made my money to enjoy the casinos without stress and worry. I hope you can pull the camera and see how calm I was dealing with a very rude service manager. Hotel staff was amazing and loved everything about the stay in our hotel. Just thought corporate should know so that you can continue to build a client base with the merger. Plus check my account since 1993 and I have never filed a complaint on any staff member

I was a guest at Tropicana Laughlin on a free offer of a midweek special of up to 4 nights. I stayed 2 nights, Feb. 9 & 10, 2021. I also received a gift. I was told when I made reservations, no resort fees or taxes would be charged for this offer. When I registered, they charged $60 for room damage which must have been removed at checkout. When I checked out, the man at the desk said "all set, complimentary room" no receipt was given. Now 10 days later there is a charge on my Visa for $38.26, why & what for? I am very disappointed as I thought this room, etc. was a way to show Caesars cardholders their appreciation. I have been a member for many years,
Dates: Feb 9th & 10th 2021 Tropicana, Laughlin
Room 830 Confirmation # 44AX4 Promotion # TLAGCC4N7

I have tried calling regarding my reservation for Lake Tahoe 3/1-3/5 Reservation # FFXXP multiple times. I have been on hold for over 4hrs total time with no answer. I called another number [protected] and was told all they could do was put in an incident ticket and someone would call me back with 24-48 hrs. That still has not happened. I have NEVER received such poor service or had to contact Cesar's this many times for a simple reservation. My daughter is 15 and would like to accompany my fiancé and I on this trip so I have been trying to call Asap so she can but no one will answer the phone or call me back! Unacceptable - I have included photos of the calls I eventually hung up on because of no answer.

Rewards# [protected]
[protected]
Tammy Jones
[protected]@yahoo.com

Incident report [protected] about allowing punks on scooters to race around the casino and almost got struck once. They speed around and nothing being done this I not called for. I went over to the beliago and didn't have that problem. And the pool set up were you had to go online to register was a joke. You rgister early and wait over 1 or 2 hrs for 1 person to get in was a joke. Im really disapointed with the flamigo been staying tgere for over 18 yrs. I filed this on august 3 and still no reply. Maybe need to spend my money and time over at the beliago. My card number is15900187460 and always play at ceasers properties. Thank you

Hi
My name is Romi Manchanda and my reward number is
[protected]
I was in your Caesars property at Reno . As I was betting average $1600 to 2000 I just ask pit boss
Rex If my rating was correct . He was so rude to me I cant believe. I left table and went to grand Sierra where I was serve much better.
I think They dont care about customer as they are closing down. Or They dont like high roller I feel.
I had very bad experience today and will never come to this property.
I'm seven star and elite in most of the casino in reno and California and never been treated like that.
I evan complain to Richard another manager but I guss he did not care.
In result all Baccard player walk with me and we had fun in grand Sierra.
Romi manchanda
[protected]
[protected]

Customer By CSS Web (CHARLES IORIO) (12/31/2019 10:06 AM)
I currently have 4903 points. I am 97 points shy of Platinum status.
I had a reservation at Caesars in AC for 12/22 - 12/24, where i would have earned over 100 tier credits to get me to Platinum.
I checked in via your app when I woke up, and was all set to go.
While running errands that morning, I was rear ended and my car was disabled. I never made the trip or cancelled my reservation.
Is there any way my status can be upgraded to Platinum for 2020?

This makes the second time this has happen too me. Your charter airlines Elite Airways is the most unprofessional group I have seen. I have been on two charter's one in March from Teri-Cities to Biloxi Miss and the other this past week returning yesterday from Tri-Cities to Tunica Miss both time the departure times have been changed, did not know till went down to desk to return room key and desk clerk informed us the flight time and changed and this time it was revised and we got to airport in Tunica and it had been revised again and to get back on bus took back to Horseshoe Tunica got back at 6:00 am and waited to 11:00 A. M took bus back to airport did not leave till 12.00 p. m. Got to Tri-Cities start to deplane had to be seated they shut door back the pilot stop 40 feet short of the gate. Only thing Horseshoe did was give free breakfast buffet to us and did not even open till 8:00 A. M. so here is a plane load of people going to buffet at six and it don't even open till 8:00 the desk did not bother to tell us... let me tell you this was a trip.