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:03/05/2025

  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.

  I stayed the ******** Cherokee Casinos in Cherokee NC, from 3/3/25-3/5/25 In room 1411 Mountain Tower. During my stay both myself and my mother broke out in a rash, that turned out to be bed bugs bites, on top of that on the night of 3/4 the power went out twice in the whole resort. I have stayed at Casinos in ********* and AC and never experienced any type of rash/bed bugs or power outages. My room was Comped because I am a rewards cardholder, but I still paid for resort fees, that I feel should be refunded due to the problems I have experienced and disappointment.

  Business Response

  Date: 03/07/2025

  Hello Mr. ******

   A member of our Hotel ********************* team attempted to speak with you directly but were unable to and instead left you detailed voice mail including their contact information, should you wish to reach out. We notified the Hotel Front Desk of the complaint and followed the process for the room to be evaluated for the bed bug complaint as the room was Vacant at the time of the email. The room was found to be Negative for Bed Bugs. Regarding the second issue, the property did experience a power outage during your stay, so the Resort Fees ($75.22) can be waived for this experience while on property. This refund to CC has been processed.

  We apologize that your recent stay did not meet your expectations, and we appreciate that our customers care enough to take the time to let us know their thoughts. We know you have a choice in gaming, and we look forward to seeing you soon at Harrahs Cherokee Casino Resort and trust that your future experiences will continue to be world class, just as intended.

  ***** ******
  Customer Experience Administrator
  *******************************************************************

   

   

   

  
  

  Customer Answer

  Date: 03/07/2025

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

• Initial Complaint

  Date:12/03/2024

  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.

  Ive used this Sportsbook app, never had an issue with the app up until around 11pm after the last game won that I needed to win. I have been able to sin in before and during the game but once I won and tried to sign into the account to claim and withdraw my funds it wouldnt let me. I reached out the an agent and they were rude about the situation and said they would have to review why I cant sign into my account.. mind you it just happened after I won a large amount, Ive been winning small amounts and no issues but soon as I win a big amount its a issue.. I even received a email from them to sign in because I won a bet with a high payout enough to require a w2-g form at 11:48 and to sign in to claim. I even gave it time and its still showing an error to try again shortly or chat with support. I feel as though they are trying to make money off me and not payout.

  Business Response

  Date: 12/11/2024

  Hello *****,

  We are unable to assist or investigate the problem here at Cherokee as the issue is with the Online Sportsbook application, please contact our corporate office for assistance at ********************************************************

  Sincerely,

  ***** ******

   

   

• Initial Complaint

  Date:10/13/2024

  Type:Sales and Advertising 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.

  My husband (******* *********) requested a room with two beds because he had a traveling companion on or around September 1, 2024. They arrived at the room to find only one bed. He called front desk and they said they would return his call. After an hour of waiting, the call was returned. They offered another room and he declined saying they were leaving. They walked back to the front desk to return the key at approximately 8:30 pm. They never stayed in the room. And Harrahs charged my credit card for the room. The hotel will not refund the money to my credit card. The charge was refuted to the credit card company. The credit card company will not intervene and refused the appeal. I want the charge of $136.85 refunded to me by Harrahs since the room was not used. The original credit card bill was paid. I would like a refund check to be mailed to me.

  Business Response

  Date: 10/18/2024

  Good morning,

  Thank you for reaching out with your concern. I have thoroughly investigated this incident. We will be issuing a full refund. We apologize for any inconvenience this may have caused. 

  Sincerely,

  Jesse Lambert

  Customer Experience Manager

  Customer Answer

  Date: 10/18/2024

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

• Initial Complaint

  Date:09/06/2024

  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.

  This company has treated me like trash ever since their Maids were busted stealing clothes and gambling chips out of my room in 2021* You can see me Pull into their hotel each time in my Bentley or Rolls ***** * All of my clothes are expensive designer* When ***** stole my clothes, I asked them to refund me, but they didn't* Ever since then, they treated me like garbage* The last time I was there two years ago, they woke me up in my room and told me that I had to leave I was in the shape and get behind the wheel and drive* This place is run by evil thugs* They suspended me for something I didn't even do* I accepted it and avoided them* Their security team has been awful to me and very unethical* They sent me a mailer inviting me to come stay and ****** so I called them and asked if they were still suspending me for some thing I didn't even do* Their team told me no I have had that lifted* I told them to call the And Said you are allowed to come in and all is finished with that matter* Tonight, September 5, 2024 I drove through 4 hour traffic to get there* They gave me a room for free When I went to place a bet, their staff looked at my license and told me I was banned and this rude security guard at 5'2 300 lbs he told me I had to leave* I said there has to be a misunderstanding because your staff already spoke to security and you guys invited me to be here* I spent an hour at my bank, taking money out to play and drove here 4 hours* I gassed up my Rolls-***** for $125 and I am here to enjoy myself* I believe the security guard was **************** called and got transferred to a manager named ***** and he was beyond rude and insulting I had two people on the phone listening to and everyone was appalled at ***** 's comments to me He accused me of forming new accounts and made nasty comments about me, Instead of apologizing* They told me a mistake was made on their part and I wasn't allowed to come* Idiots!

  Business Response

  Date: 09/12/2024

  September 12, 2024
  
  
  *************************
  Operations Support Specialist
  ***********************************************
  
  RE:Complaint ID: ********
  
  Dear Mr. *********
  We are in receipt of your inquiry regarding the above, and offer the following in response:
  
  We have carefully reviewed the statement provided by **************. We have found that ********* claims are unsubstantiated. During the investigation we found that ************* had been evicted from our property and we will not be compensating ************* as he was aware of his original eviction. He attempted to circumvent the system by creating a new players account and was able to book a trip with us.When he was asked to provide identification thats when we realized that he was the evicted *********************.
  
  I trust that the foregoing information is that which you require.  Please do not hesitate to contact me directly with any questions or need for further information you might have.
  
  Sincerely,
  
  *************************
  Customer Experience Manager
  *************************************************************

  Customer Answer

  Date: 09/12/2024

  I was going to close the matter on my own today because their Head of Security, ****************, contacted me Tuesday and was extremely kind and helpful.   It is sad that ***** doesn't have an ounce of knowledge in regard to the matter and decided to ALSO bring up false events, but now you can see what we deal with at Harrahs. Look at this paragraph where he blames ME for creating another account so I can come there.   I never created a new account, just like I told your uneducated friend *****.   **************** was intelligent enough to look into the matter instead of making false claims and slander people like you and ***** have done.    I told ****************, I have no clue why they would say I had another account.   He found out that some app called ******* is what we signed up for.  Not Harrahs.  It is an online app to bet on sports.  It's not a Harrahs account *****.  Educate yourself.  Instead you get nasty off your own lies?

  So *****-  I will put this in caps so you understand.  THERE IS A CAESARS SPORTSBOOK APP THAT SEVERAL OF US BET THROUGH.  THAT IS NOT HARRAHS AND HAS NOTHING TO DO WITH YOUR HOTEL.   YOU REFUSE TO TAKE RESPONSIBILITY FOR YOUR ACTIONS.    SINCE WE SIGNED UP TO PLACE BETS ON AN ONLINE APP CALLED CAESARS SPORTSBOOK,  HARRAHS HAD THAT IN THEIR SYSTEM.   I  HAD NO CLUE CAESARS WAS HARRAHS.   NOBODY DID WHAT YOU SAID AND PURPOSELY MADE A 2ND ACCOUNT WITH ******************** SO WE COULD COME STAY THERE.   YOU LIED AND SAID I MADE A SECOND ACCOUNT WITH ********************.  IT NEVER HAPPENED.   YOU OWE ME AN APLOGY and compensation.    **************** apologized and was super kind to me.  He said these things happen when you have millions of people betting.  I told him it was totally fine and a simple mistake. 

  These ppl should be humbled that we come out there. Caesers ONLINE sportsbook app.  Yet ***** typed that evil response to put blame on me.  What an irresponsible hack you are.  You should be fired. 

  
  

  Business Response

  Date: 09/12/2024

  September 12, 2024
  
  
  *************************
  Operations Support Specialist
  ***********************************************
  
  RE:Complaint ID: ********
  
  Dear Mrs. *********
  
  We are in receipt of your inquiry regarding the above, and offer the following in response:
  
  We have thoroughly reviewed the statements in the claim submitted by ************** and determined his claims to be unsubstantiated. Mr. ****** exclusion from our property and any resulting impacts were as the result of his actions. The property has responded exhaustively to ************** previously and, as such, this matter is considered closed.
  
  I trust that the foregoing information is that which you require.  Please do not hesitate to contact me directly with any questions or need for further information you might have.
  
  Sincerely,
  
  *************************
  Customer Experience Manager
  *************************************************************

  Customer Answer

  Date: 09/13/2024

   
  I am rejecting this response because:
  

  ***** is a buffoon and was already proven so in his prior response.  Surely he is not supposed to be the one from Harrahs returning complaints.  

  ***** is the one who made false claims that I signed up a 2nd account with ********************** to book a stay.   A complete lie as the other account was an online ********************** with Caesars that I am allowed to use whenever I choose.     That has nothing to do with Harrahs.   ***** is just trying to cover up for his poor actions.  

  I will repeat again since ***** has a comprehension issue.   When they sent me the brochure to come to the property, I had reservations call security personally to make sure it was ok. 

  I told reservations about the suspension.    ***** just doesn't want to accept that he is a troublemaker and he better watch his step or I will file complaints with an organization that will do more than the BBB.   *****, you better start acting ethical.  There is a reason you are behind that desk and I can come blow 50k in a weekend.    See you all very soon.  

  
  

• Initial Complaint

  Date:12/06/2023

  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.

  My disabled mother (***********************, do not reveal her name on the visible complaint) just visited Harrahs Cherokee. My mom has had multiple surgeries and uses a ******. She was assigned a handicap hotel room the furthest away from the elevator and in the wrong tower. Making her walk extremely long distances. I called and no resolution or offer to move her to a room closer to the elevator. I emailed them. Said management would reach out to me and check on my mom while she was there. Nothing like that happened. She is now home and will have to seek medical attention for the swelling in her legs from excruciating stress of walking long distances at this hotel. This is not how disabled guests should be treated. There are laws in place and Harrahs Cherokee broke them.

  Business Response

  Date: 12/07/2023

  Hello,
  
  The below complaint was listed for Harrahs ********* but it is for Harrahs Cherokee. Please advise if this can be corrected and directed to the correct property.

  Address: 777 Casino *** ********************* ** 28719
  
  Kind regards,

  ******** Sonnier 

  *************** Customer Service

  ********************************** | *********, ** 89103

  Business Response

  Date: 12/08/2023

  This statement is from *************************, our assistant manager of the hotel front office. This email is dated 12/7/2023. I spoke with *************************** this afternoon regarding her stay to apologize for her experience this stay and the delay in following up with her.  We spoke about her room preferences, and she was adamant that the only request she needed was for Creek Tower.  She said that she was flexible as to whether it was handicap accessible, a king or 2 queen ***** or if it was close to an elevator.
  
  I assured her that I would reach out to *****, since she had mentioned her name, and our Rooms Controllers so that they were aware of her Creek Tower request for her next stay.  Additionally, I offered her a $50 service recovery towards the food outlets on her next stay and that I would email her daughter with a letter stating that as well as with the information on the resolution of her future requests.  She was satisfied with this and again emphasized that above anything else she wants to be in Creek Tower.
  

• Initial Complaint

  Date:12/21/2022

  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 visited this location for the first time with my elderly mom. The first night was fine. The next night the room was fill with strong cigarette coming from the headboard. I was given an option to use a machine to take out the smoke and if we change rooms it would be faraway from the elevator, no access to transport items and too far for my mom to walk. We took the option of the machine and few hours later the room was full of smoke again. I have acute asthma and now have to get treatment for inhaling all of this smoke. I would like to be compensated for my last two nights and ensure if I visit again that they implement some time questionnaire if you are. Smoker so they are not house in the same area with non smokers.

  Business Response

  Date: 01/17/2023

  I contacted our Hotel Operations Manager, *********************** regarding the complaint and asked him to please reach out to this guest immediately to resolve the issue.  I am including his response below. Please let me know if I may be of further assistance.

  I called and it went straight to voicemail.  I gave her my contact information as well as the ****************** number.  I emailed her as well.
  

  ******