ComplaintsforCaesars Palace

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I emailed Caesars Palace guest services on 3/13/2024 about adding my rewards number to a reservation. We checked out Friday morning, 4/5/2024. 5 hours after checking out, I received a reply from CP stating it was too late to add because I had already checked out. I do not think a company should be able to reply a month later and state you were too late because the deadline was earlier today. I think I should be awarded credit and/or there should be a law or corporate policy limiting how long someone can wait to reply, or at least base deadlines by when the request is postmarked opposed to when it is acknowledged or replied to.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Booked room from March 31st to April 2 2024 - Check-in was long, express Check-In kiosks suddenly stopped working, line was super long - room was dirty and view was terrible - false advertising - hotel wasn't a 4 star hotel at all - certain pools were closed - didn't see that mentioned on their website - customer service did nothing to help

  Business response

  04/08/2024

  Hello *****,

  We appreciate you taking the time to write and bring all these concerns to our attention.  On behalf of the whole team here at Caesars Palace, please accept our sincere apology for all the issues you experienced during your recent stay with us. I am very surprised and disappointed reading your comments. It is clear we failed to meet your expectations on many levels, therefore I completely understand your frustrations with the whole experience.  
  
  Not that this will rectify any of our shortcomings, but I went ahead and refunded your resort fees in the amount of $113.26. I truly feel awful about this whole situation.  We will do our best to improve our overall service levels, property wide.

  Kind regards,

  ********

  Customer response

  04/24/2024

  Hi there,

   

  Thank you so much for resolving this. :)

   

  *****

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the *********** in Las Vegas on 03/11/24-03/15/24. There were a plethora of issues upon check-in including the over hour long line to check in, then the room i was provided had not been cleaned when I entered it. It was still dirty from a previous guest, i had to go back downstairs and wait in that same line again to get help. Then i was told oh you now have to wait until 4pm to get a room. Then when i finally got a room, i went up and it REAKED of wet dog, i called the desk and after hours of waiting they didnt send anyone like they said they would. I went back downstairs only to be told a cleaning woman would be up to spray to get rid of the smell. The next day i had issues eith the parking garage not accepting my room key to let me in and out of the garage. After changing keys 2-3 more times the manager told me he would waive my resort fees due to all of the issues, but I could not be provided documentation of this, but that I would see it on my receipt at check out. Of course when I check out through the app. The resort fees are still there. I call the front desk from the room and someone in a call center tells me to go to the front desk. When I go down there the line is at least 100 people long with only 2 employees working to help. At this point i was advised that there are no managers available working the desk and that one would call me. Of course no manager has ever called days later.

  Business response

  04/08/2024

  Hello BBB,

  Thank you for contacting us regarding this inquiry. Upon reading the listed complaint, we noticed this has been directed to the wrong property. We will still forward it to the correct property; however, we would just like to have this noted for reference.

  Kind regards,

  ********

  Business response

  04/10/2024

  Business

  Most Recent Message

  Date Sent: 4/8/2024 1:00:03 PM
  

  Hello BBB,

  Thank you for contacting us regarding this inquiry. Upon reading the listed complaint, we noticed this has been directed to the wrong property. We will still forward it to the correct property; however, we would just like to have this noted for reference.

  Kind regards,

  ********

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  In July 2023 we was visiting the hotel and was enjoying the pool with my family when a armed men barricaded in a room started throwing stuff for the window to the pool area , tv, furniture , glasses everything, the security removed everyone for the pool are we need to run and no able to get our belongings, they put us in a back street on the hotel hiding because he was as armed , was so scary . Was 100 degree and the heat was terrible me and my daughter was barefoot.We was there for hours not body bring water or nothing to all the people that was there , after 4 hours someone for the hotel bring us inside the hotel back doors , and wait the for another hour and after that they take us to the hotel lobby . I understand that they may need to wait for police order but how the hotel handle the situation was terrible . We have just our swimsuit, no car key , no hotel key , no wallet , no cellphone , no id , no card , we don't have money to buy food or water all our belongings was in the pool area .I went to lobby to ask just for water or a food voucher to get food to my daughter they said no. How can they no even offer water after be in 100 degree for hours .I send several email to different departments and not body answer like they don't care . This ruins our vacation! Not just what happens but how the hotel handles the situation and the lock of compassion.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  A friend moved a bottle of Fiji water, and I put it back untouched. Yet I was charged $13 for a small bottle of water that was still there! I think that isn't right. Just because some item is moved, the guest should not be charged for items.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I stayed at the Caesars Palace hotel Friday night(2/23/24) and Saturday night(2/24/24). When I initially checked into the room and opened the mini fridge I removed a couple of bottles of water, but did not consume anything. After the bell hop arrived with luggage he informed me that the fridge was weight sensitive with scales and removing them would trigger a charge. I replaced the removed(still sealed) items and closed the fridge. Upon checkout I received a charge for the items. I explained to the front desk the situation and the charges were removed. 2 days later my card was charged $85.04. I called and talked to a manager and was informed he could not remove aforementioned charges and they had proof I used items. This is a lie and these charges are completely fraudulent. I never received a product or a service and I absolutely never authorized these charges. This is abhorrent behavior from a business.

  Customer response

  02/24/2024

  The dates I previously entered were supposed to read 2/16/24 and 2/17/24, I mistakenly entered in as 2/23/24 and 2/24/24

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unregulated online games. Just steals money doesnt pay out what the percentage says I would like a resolution to this unfairness

  Business response

  02/06/2024

  Hello *******,

  Thank you for contacting ******** Entertainment. It is my pleasure to assist you with your inquiry. In order to better assist you, please advise if you are playing through ******** Sportsbook or ******** Online. We look forward to further assisting you.

  Kind regards,

  ********

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Extraneous charge that I'm not responsible for that someone else is liable for. I did not touch/use the mini-bar. I will NOT pay the extra $85.04 charged to my account under ANY circumstance.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a reservation booked for Caesars Palace Las Vegas from January 2nd to January 3rd, this reservation was made a long time ago. We approached the hotel at approximately 7:30pm in order to check in and the counter employees told us they were fully booked and had to cancel our reservation last minute, they offered us a stay in Flamingo which of course we didnt accept as it wasnt the same level hotel as Caesars. They were checking in hundreds of people at the same moment and when asked why us they responded with different nonsense reasons, one of them told us they were preferring the guests with 2 or more nights. There is no word at our reservation where it says ****** Palace can cancel the reservation whenever they want and still they did. We had never felt so discriminated and worthless before, my dad has disability and my mom high blood pressure and we had to endure emotional distress and physical effort in order to move to another hotel last minute with our luggage, we also had to rent a worse hotel at a higher price for being last minute, and we lost a lot of time and energy in all of this. We never knew hotels could do whatever they wanted without being accountable for it, we all have the same rights, wether having more money or less, but to Caesars it seems like only if you spend more with them you are worth having in their hotel, if not they would just cancel your reservation. Minorities beware of going to his hotel, you will not be treated the same as others

  Business response

  02/14/2024

  Good morning,

   

  Please be advised that we reached out to the guest and had solved the issue.

   

  Thank you

  Business response

  02/14/2024

  
  

  Most Recent Message

  Date Sent: 2/14/2024 2:55:09 PM
  

  Good morning,

   

  Please be advised that we reached out to the guest and had solved the issue.

   

  Thank you

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ******** Palace is one of the best properties and we want to go back! However, several issues arose from our visit: December 9 thru 12, 2023, which made it less desirable and question what we were paid and what we received. Being charged a $52 per day resort fee for a closed pool and a closed fitness center on Saturdays and Sundays (which we wanted to go to), and WIFI--which we did NOT use--neither did we have a car or use hotel shuttle, was suspect. So, I went to the service desk and was told that the resort fee covered much more than that, but couldn't tell me what else it covered. She mumbled something erroneous was on ******** (I'm not on social media).Second, the communication/information regarding where to be dropped off and picked up by ******************* (the largest transportation company) at Caesar's Palace is severely broken! I was appalled over having to drag our luggage around with my family trailing where to find to meet the shuttle to get to the airport in time. We were told 3 different things! I was so concerned that we wouldn't get back to the airport in time. Third, we go locked out of our hotel room upon returning from the casino because the battery had gone out. We had to call front desk and supposedly it was expedited. I eventually had to leave and travel all the way to the front desk and security had to let us in. We were compensated however 100$ for that inconvenience. Last--the Bacchanal Buffet was high on our list to visit, It was my daughter's 21st birthday and *************. You aren't allowed to make reservations on site but must online! And, we did and guaranteed with a credit card and showed up even earlier so we could make sure that enjoyed the experience before a show. We BARELY made it on time after waiting in line 30 - 40 minutes past our reservation time and by the time we sat down we only had 40 minutes to eat out of the 90 minute allotted time. I was so disappointed after 80$ p/p, having to run by foot to the show!

  Business response

  01/15/2024

  Hello BBB. 

  The resort fee is a flat that is charged to every guest that checks into Caesars Palace. The only exception is with our Diamond and Seven Star guest. The resort fees cover 2 lines of internet access, local phone calls, gym access, and cleaning. I have provided screen shots from our actual website and not ****** as the complaint has. ****** is not run by Caesars Entertainment and information may be not accurate. The fitness center is open 7 days a week. The pool is not included in the resort fees as the pool is seasonal. We can not police who uses what on property, so this is why we charge a flat fee to give the customer the ability to use such facilities at their discretion. If they chose not to use the facilities or amenities provided, then that is up to the guest.  

  As far as the buffet, it is recommended to make reservations on Open Table from our website. I would reach out to the buffet and speak to them about your experience. They are typically very responsive.************.

  The ************ service is not affiliated with Caesars Entertainment and guest make arrangements ahead of time to determine pick up location and time.

*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. ↩