Business ProfileforHorseshoe Las Vegas

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.