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:07/29/2025

  Type:Customer Service 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.

  We checked in at your hotel on Friday, 07/25 with plans to check out on Sunday, 07/27. Upon check-in, staff ***** asked if we would like room service the following morning, and I clearly said yes.On Saturday morning, we left the room 8:35ish and returned at 1:00 PM to find that nothing had been cleanedno new towels, no bed made, and no trash removed. My husband went to the front desk at approximately 1:30 PM to speak to a staff member who promised someone would come up right away. We left again for errands and got dinner, returning at 4:20 PM, and still no room ********** 4:33 pm my husband called the front desk and spoke with ****, who apologized and told me someone would be up within 30 minutes and that I would be refunded one night for the inconvenience. We left again to eat our dinner at Smashburger and returned after over an hour, yet again to an untouched room. My husband went down to speak with a female manager who told him nothing could be done at that time and that check-out customers were the priority. After three separate attempts to get basic services like clean towels and sheets, I myself went back to speak with ***** and asked for a refund. The manager then came out and told me I would have to go through the third-party booking service for any compensation. I expect my full refund because I had to pay the equal amount for one day at a different hotel that provides me with basic hotel needs. At that point, we had no choice but to check out a full day early on Saturday, 07/26 @6:00p. The stress and inconvenience of having to scramble to find another hotel for our family of six on short notice was exhausting. This issue was simple to resolve, yet the staff made it unnecessarily difficult. I find the lack of accountability and service unacceptable. We were denied even the most basic hotel standards clean towels and linens despite multiple requests.Also, photos and videos are available upon request. Room *****

  Business Response

  Date: 08/01/2025

  August 1, 2025
  
  
  
  ***** *****
  ************************
  *********, *******; 89156
  
  Dear Mr. ******************* you for taking the time to write regarding your recent visit to Harrahs Laughlin.  It is always disappointing to learn that a guest has had an unpleasant experience with us, but without that valuable feedback, we cannot address your concerns.  Thank you for allowing us that opportunity.
  
  Please accept our sincere apologies for the disappointment and inconvenience you experienced with the lack of housekeeping services.  We will be using your comments to improve our services to ensure that all rooms are serviced in a timely manner.  Im pleased to learn that our front desk agent was able to refund your resort fee in the amount of $23.61 and offer a $75 food credit. 
  
  Again,I thank you for taking the time to share your experience and concerns with us.  I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your comments have been reviewed and addressed. We hope you will consider this an isolated incident and give us the opportunity to create a better experience in the future.
  
  Sincerely,
  
  
  
  
  ******* ******
  Director of Hotel Operations

  Customer Answer

  Date: 08/01/2025

   
  Better Business Bureau:

  
  Even the amount of food credit was incorrect, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. And more importantly, I was heard and  I do not want this to happen to other families again. 

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/29/2025

  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.

  7/25/2025 After a long day of travel with two kids we got to the hotel about 10pm. We check in and get up to our room and realize that the room reeks of marijuana. We have our two small kids and thats not acceptable for them to breathe so we requested a room exchange and packed everyone up at 10:45 to head back down to the lobby. We happily paid extra for a new room and head up, ready for the day to end. When we arrive at our new room we realized that they charged us $40 extra to move our two little kids into a SMOKING ROOM. I smelled it when I came out of the elevator but I realized it was a smoking room for sure when I saw the pack of matches and ash tray that was left on the table by housekeeping. I have attached a photo of that. I called the front desk again and was told that they could send someone up to spray the room, but thats it. They never disclosed moving us to a smoking floor and when I mentioned that, she got irritated with me and just reiterated that all she can do is have the room sprayed. Children should NEVER be in smoking rooms. Im disgusted with my experience and with the customer service we have received. It is also illegal for minors to stay in smoking rooms according to the Nevada Clean Air Act/ NRS ********. My two kids fell asleep while we waited for the front desk to answer the phone again as I sat on hold for so long in the middle of the night and it was not busy downstairs so tonight they sleep while being exposed to second hand smoke due to the negligence of the staff here. I will also be communicating to the state that this site practices smoking violations.

  Customer Answer

  Date: 07/29/2025

  The following day we were able to speak with a manager regarding our stay and he did comp our room and put us in one for the next day. We appreciate his help and that night was great. 

• Initial Complaint

  Date:09/17/2024

  Type:Sales and Advertising 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.

  Hello I booked this hotel July 2 because it was too rated I felt confident it would not disappoint since I'ved stayed in ************** California upon arrival staff was really rude and overcrowded Our rooms were filthy dust everywhere mold dirty sheets and mattress My main concerned was how small the room was and how big and dangerous the furniture was my son was injured with the corner glass of furniture upon arrival hotel staff did nothing to help temperatures hit 120 degrees we had no choice but to wait in that hotel until departure the pool was filthy and completely overcrowded no hotel employees or security on site throughout the entire day the hotel description upon booking was not what we got for the price

  Business Response

  Date: 09/17/2024

  September 20, 2024
  
  
  
  ***************************
  ******************
  Bell,*******; 90201
  
  Dear **********************:
  
  We are in receipt of your letter to the Better Business Bureau regarding your July 3-7 visit to Harrahs Laughlin.  It is always disappointing to learn that a guest has had an unpleasant experience with us, but without that valuable feedback, we cannot address your concerns. 
  
  Im very sorry to learn about your interactions with our staff members. We have spent a great deal of time hiring the friendly employees, and we continue to receive many letters from guests praising our staff for going over and above to be of assistance.  Im sorry you did not experience this type of service.
  
  As Im sure you are aware,the 4th of July weekend is a very busy time for us and therefore the casino and other areas are very busy. The best recommendation I can suggest is to visit during a much slower time, perhaps in the fall, winter or spring.
  
  Please accept our sincere apologies for the disappointment you experienced with the room.  Please be assured that your comfort is very important to us and if you should every experience an issue with your room, please dont hesitate to contact a ************* Manager at the Front Desk.    As Im sure you are aware,Laughlin is experiencing record-breaking temperatures which can affect the temperature of the rooms during the heat of the day.  We reviewed our records found no complaints about your room or stay, so we are unable to honor your request for a refund.
  
  I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your comments have been reviewed and addressed.  We hope you will give us another opportunity to be of service.
  
  Sincerely,
  
  
  
  
  ***************************
  Director of Hotel Operations
  

  Customer Answer

  Date: 09/17/2024

  I texted and I called front desk I arrived home and emailed and called again and never heard a response from them that's why I reached out  to bbb.org for a resolution 

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22295730
  
  I am rejecting this response because:
  I did in fact reach out via text  I have provided copies of the conversations and called the front desk nothing was done my son was left with a scar because the dresser is to big for that room and has a glass top  so close to the entrance door  I was told someone was going to get back to me in regards to all of my concerns and no one ever did  I told front desk the moment we arrived of all the trash under beds everything was dirty  the hotel description said newly renovated but it was not I would atleast expect them to be clean I am a valued member I'ved stayed many time at Harrahs in ********** and ****** I had high expectations for this hotel 
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/19/2024

  Dear **********************:

  We are rejecting your request for a refund.  While you state the room wasn't clean, we have not evidence of this.  We guaranteed a room that had only returned to market after being completely remodeled 5 days prior to your arrival so it didn't have any build up.  Please also understand that we don't have pool view rooms, and in the future, we suggest booking a Riverview room.

  Sincerely,

  ***************************

  Customer Answer

  Date: 09/19/2024

  I don't accept this they are lying  I will take legal action and go to court they are responding to something I've never ask and to not even offer a apology my son was hurt because of the hazards in the room 

• Initial Complaint

  Date:07/25/2024

  Type:Sales and Advertising 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 booked a north tower executive riverfront room through my Caesars App on 7/12/2024. The room described was a newly renovated room with a refrigerator, hairdryer and a 50 inch tv. Checked in on 7/21. Room was not nice and most importantly no refrigerator. I called front desk and was told she would send one up. 3 hours later nothing, so I personally went down to front desk and explained the situation. The lady told me my room didnt come with a refrigerator and asked me to pull up my reservation confirmation email. Which I did and sure enough says includes refrigerator. She went to get her supervisor to which I explained it was very important I get a refrigerator due to my mother needing to store her insulin. And on top of that the bathroom had black hair in shower and on the floor. The supervisor was kind enough to immediately send up a refrigerator and comped one night and one night resort fee. Day 2 is when I realized no hairdryer after I took a shower. Along with furniture damage. And kids hand prints all Over windows. At this point I am not happy with my stay . I went back down to front desk and the gentleman with white hair and white ***** told me there was nothing else he could do. I mean either I was given the wrong room or maybe i should *** for being mislead into buying something that i clearly didnt receive. Extremely disappointed I have never had a bad experience with Harrahs or Caesars . Someone dropped the ball .

  Business Response

  Date: 08/01/2024

  August 2, 2024
  
  
  
  *******************************
  ***************************************
  ******, *******; 85742
  
  Dear ********************:
  
  Thank you for taking the time to write regarding your recent visit to Harrahs Laughlin.  It is always disappointing to learn that a guest has had an unpleasant experience with us, but without that valuable feedback, we cannot address your concerns.  Thank you for allowing us that opportunity.
  
  We are very sorry you didnt fully enjoy your stay.  Your comfort is very important to us and if you should experience problems with your room during a future visit, please contact the Front Desk and they would be pleased to be of assistance in resolving any issue with your room as well as move you to another room.  Im pleased to learn that our staff corrected the missing fridge and that we were able to credit $108.99 due to the inconveniences you experienced.
  
  Again,I thank you for taking the time to share your experience and concerns with us.  I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your comments have been reviewed and addressed. We hope you will give us the opportunity to create a better experience in the future.
  
  Sincerely,
  
  
  
  
  ***************************
  Director of Hotel Operations

• Initial Complaint

  Date:04/25/2024

  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.

  January 21 2024 I made a reservation for one night. King **** Non smoking for April 20 2024 at harrahs laughlin April 20 2024 615pm we arrived to Harrahs laughlin to check into our hotel. We had tickets for 8pm for ************************* We were told there was no room for us and they can give us a $50 restaurant credit I asked why? I made the reservation it was confirmed. The response was they over sold the rooms We drove 2 hours from ***** and did not want to drive home after the concert After asking what other option do I have. A, reservation was made at the Tropicana that I had to pay for. We were inconvenienced, had to take a, shuttle had 5 minutes to get ready and were late to the concert I have never in my life showed up to a hotel that I made a reservation 3 months before and my room was sold with no valid reason I request that harrahs refund my hotel room at ********** for the inconvenience

  Business Response

  Date: 04/25/2024

  April 26, 2024
  
  
  
  *********************
  *************************************************************************************; 89138
  
  Dear *********************:
  
  Thank you for taking the time to write regarding your recent visit to Harrahs Laughlin.  It is always disappointing to learn that a guest has had an unpleasant experience with us, but without that valuable feedback, we cannot address your concerns. 
  
  Please understand that during special events, such as concerts we guarantee a room, however we cannot guarantee room types as they are assigned based upon tracked play of our loyal Caesars Rewards members.  After reviewing your reservation, we discovered that a room was offered, however since it was a smoking room it was not accepted which we completely understand. We offered $50 Food Credit for the inconvenience and found a non-smoking room at our sister property.  At that time, you accepted our goodwill gestures by utilizing the food credit and room at Tropicana Laughlin.  Im very sorry for your disappointment however we are unable to refund you for your stay. 
  
  Again,I thank you for taking the time to share your experience and concerns with us.  I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your comments have been reviewed and addressed. We hope you will give us another opportunity to be of service.
  
  Sincerely,
  
  
  
  
  ***************************
  Director of Hotel Operations

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21623204
  
  I am rejecting this response because:

  You are correct we refused a smoking room because I my fiance has asthma, and I did not want him to be sick,  So I am to understand that in the future if I make a reservation at your property 3 months in advance that specifically says non smoking, you can decide that I will only be offered a smoking room? 

  I want to make sure I understand so if that is the case next time I go to a show in Laughlin and there will be a next time I do not stay at any of your properties

  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/26/2024

  Dear **************:

  We are disappointed that you are unhappy with our response, however you accepted our goodwill gesture, a non-smoking room at the Tropicana and therefore we cannot honor your request for a refund.  

  Sincerely,

  ***************************

   

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21623204
  
  I am rejecting this response because you did not respond to my question and saying you are disappointed in me, I am the customer you are the business.

  I would expect an answer to my question so I know in the future if this can happen again, and choose to stay else where.

  thank you
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/01/2024

  Dear *********************:

  We addressed all of your concerns and explained that you accepted the goodwill gesture as well as a room move to Tropicana.  We have closed this complaint on our end.

  Sincerely,

  ***************************

   

• Initial Complaint

  Date:01/16/2024

  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.

  This place is a health hazard I filed a complaint that destroyed my birthday in July and was told I would be refunded which has never happened I was lied too just to remind others this place ruined my birthday in July NO AC and promised to be refunded and to this day still unresolved

  Business Response

  Date: 01/16/2024

  July 28, 2023
  
  
  
  *****************************
  **************************************************; 85392
  
  Dear ********************:
  
  We are in receipt of your letter to the Better Business Bureau regarding your recent visit to Harrahs Laughlin.  It is always disappointing to learn that a guest has had an unpleasant experience with us, but without that valuable feedback, we cannot address your concerns. 
  
  Please accept our sincere apologies for the disappointment you experienced with the room temperature.  As Im sure you are aware,Laughlin is experiencing record-breaking temperatures which can affect the temperature of the rooms during the heat of the day, especially rooms facing the river.  Unfortunately, we were unable to move you to a non-river room due to sold out conditions, however I was pleased to learn that our agent was able to refund the Resort Fees as an additional apology.
  
  I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your comments have been reviewed and addressed.  We hope you will give us another opportunity to be of service.
  
  Sincerely,
  
  
  
  
  ***************************
  Director of Hotel Operations

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21149573
  
  I am rejecting this response because:
  My entire Birthday weekend was ruined. Several of your maintenance techs said it is basically swamp coolers and always going down(nothing about extreme temp)several other guests were very upset as well. I am demanding a refund. Your management was very unpleasant to work with. You are very lucky I didnt have a heat stroke or we would be in court. I work for large corporate and will be sure to let all know what a DUMP your so called resort is.
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/19/2024

  We are sorry you are disappointed; however, we have closed this with a response months ago and our decision is final.  As we mentioned Resort Fees were credited as an apology at the time you were checking out of the hotel.

• Initial Complaint

  Date:09/18/2023

  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.

  I checked in to ******** casino in Laughlin. I immediately experienced several issues within minutes, so I checked out and went to another hotel. Although this was a free room I was still charged for the night. I checked out in person to make sure that would not happen. I am asking for a refund of the fraudulent charge.

  Business Response

  Date: 09/19/2023

  We are very sorry you didn't enjoy your stay.  Please accept our sincere apologies for the disappointment and inconvenience you experienced with your room. Please understand that special room requests when booking an offer are on a request basis only and while we do our best to accommodate requests based upon tracked play and availability, this can be very difficult during high occupancy levels and special events. Im pleased to mention that our reservation agent would be pleased to quote a rate to secure an upgraded room based upon availably at the time you secure your reservations.  Please also understand that the charge posted to your credit card $20.24 is our Daily Resort Fee, which we will not be refunding.  Please accept our sincere apologies for any disappointment this may cause.  

   

   

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20615170
  
  I am rejecting this response because:

  I do not get the impression that the business understood that I did not stay the night. I NEVER used the room. I checked out within a few minutes. How can you charge for a service I did not receive?  It is sad that after all these years of being a loyal customer I get treated this way. For $20 you lose a customer for life. I will advise my credit card company and fight the charge there. Its a matter of principle. I will also include your response with the letters I am sending to your corporate offices. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/20/2023

  Our hotel records show that you stayed one night.  I will investigate this and get back to you.

   

   

• Initial Complaint

  Date:08/15/2023

  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.

  Booked two rooms from the 11th to 13th of August.When arriving to the hotel to check in everything seemed normal greeted by the front desk and checked in with no issues great! Now they placed us in the north tower no issue . We walked toward the north tower and stopped at the wrong tower before it and noticed we made a wrong turn. Headed back to the north tower and ran into a massive line for people waiting for the elevator.The elevators weren't all working you have eager guest trying to get into their rooms and employee with linen carts trying to go up and down the same elevators. They weren't able to use their own because they were broken. Not once we're we told that this was going on as we were checked in. Next once we finally reached our floor(9th floor) and got into our rooms we went down to have dinner. Another 30 min waiting for the elevator. Frustrated we were forced to take the stairs going down 9 flights of stairs in 100+ degree weather! So the entire trip was basically us trying to go up and down the elevator taking hours away from the trip or even the stairs working us out and not having energy to do anything. I called to speak to the manager of the front desk and instead I spoke to a condescending assistant manager female don't recall her name saying that I was wrong. That the elevators were not broken that they were just busy. When in fact their own workers who clean the rooms were venting that again they broke and they are struggling too!I asked for a refund and was denied because it was booked through a third party but I called the third party and asked them for a refund and they will open a claim if the hotel agree to refund. The hotel isn't complying and this is completely wrong. This is a massive liability what were to happen if I passed out in the stairs or fell due to their negligence. Why couldn't they put us in another tower that clearly didn't have that issue. The other towers were easy to access the elevators.

  Business Response

  Date: 08/21/2023

  August 18, 2023
  
  
  
  *******************************
  *************************************************************************; 91345
  
  Dear ******************:
  
  Thank you for taking the time to write regarding your recent visit to Harrahs Laughlin.  It is always disappointing to learn that a guest has had an unpleasant experience with us, but without that valuable feedback, we cannot address your concerns.  Thank you for allowing us that opportunity.
  
  Unfortunately, we have been experiencing issues with ********* *************** and have been working on replacing them, however it is taking additional time to complete due to wait times for parts and mechanical equipment.  Please accept our sincere apologies for the long wait times you experienced during your stay.  As an additional apology, we have credited back the Resort Fees.
  
  Again, I thank you for taking the time to share your experience and concerns with us.  I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your comments have been reviewed and addressed.  We hope you will give us another opportunity to create a better experience.
  
  Sincerely,
  
  
  
  
  ***************************
  Director of Hotel Operations
  

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20471026
  
  I am rejecting this response because:
  

  The measly 40 dollars per room opposed to the 360 dollars per room doesn't resolve the issue with that compansation. This should have been resolved with notices ahead of time at checking in. Instead you accepted the payment and Said nothing about inconvenient waiting time to take elevators or alternatives that robbed our stay compared to other that stayed in the other towers. If anything that seems unfair treatment *** only resort fees will be reimbursed? Atleast refund half or the entire trip of you feel apologetic refund for the horrible experience we had to endure. Or be upfront with other guests. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/21/2023

  Dear ******************:

  We are very sorry for your disappointment with our goodwill gesture.  Please understand that our policy is to refund resort fees.

  Sincerely,

   

  ***************************

    

• Initial Complaint

  Date:08/15/2023

  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.

  On 8/11/23 we checked into Harrahs & were put in the north tower. The carpet was so stained & filthy I wouldnt walk on it without shoes. I complained & was told there was nothing that could be done. I went down to the front desk & complained again, the rep helping me was apologetic & put us in the central tower with a patio. That room was better, until we found out the ac wasnt cooling. I asked for ****************** came up with a filter, but that didnt fix the problem. I was told the hotel uses swamp ************ cant expect it to be as comfortable as our home. This time I complained to management and was moved back to the north tower in a suite. The room was better, however they failed to mention they only had two functioning elevators. Every trip up or down to our room, took at least 45 minutes, because there was a long waiting line. On our check out day management gave us a ****** discount & assured us the bell desk was on their way to help bring our belongings down. After waiting 45 minutes we finally took our belongings down ourselves after getting tired of awaiting. I called management again & they apologized and credited another *****. A third of our vacation was wasted dealing with hotel issues & not enjoying ourselves. The hotel is still charging me ****** on our three night stay for the most miserable hotel stay Ive ever experienced. I was told next time to request the South Tower. There wont be a next time for my family, they shouldnt rent out rooms if the cant offer the basic necessities.

  Business Response

  Date: 08/22/2023

  August 22, 2023
  
  
  
  ****************************
  *******************************************************************; 91723
  
  Dear *************** De Oca:
  
  Thank you for taking the time to write regarding your recent visit to Harrahs Laughlin.  It is always disappointing to learn that a guest has had an unpleasant experience with us, but without that valuable feedback, we cannot address your concerns.  Thank you for allowing us that opportunity.
  
  Please accept our sincere apologies for the disappoint you experienced with condition of the carpet in your original room.  I have shared your comments with our housekeeping team so that we can ensure that the carpeting in shampooed.  I was pleased that our agent upgraded you to a patio room as an apology for the inconvenience, however Laughlin was experiencing record-breaking temperatures, which affected the temperatures in rooms facing the river.  I was pleased to learn that our agent was able to upgrade you to a Junior Suite in North Tower as well as credit $72 from your hotel folio as an additional apology.
  
  Unfortunately, we have been experiencing issues with our North *************** and have been working on replacing them, however it is taking additional time to complete due to wait times for parts and mechanical equipment.  We have also experienced high demand for services, such as ************ which have caused longer wait times.  Please accept our sincere apologies for the disappointment you experienced during your stay. 
  
  Again,I thank you for taking the time to share your experience and concerns with us.  I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your comments have been reviewed and addressed. We hope you will give us another opportunity to create a better experience.
  
  Sincerely,
  
  
  
  
  ***************************
  Director of Hotel Operations

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20470405
  
  I am rejecting this response because: I feel the Hotel should refund the entire $272.48 that I still paid for the entire inconvenience of a weekend. When I book a vacation, its to enjoy my family time & have comfortable living quarters, which was not the case for this stay. If the hotel cannot operate because there are too many maintenance issues, then they should not book rooms until those issues are fixed. The hotel makes great money for mediocre service & thats unacceptable. 
  
  Sincerely,
  
  ********************* De Oca

  Business Response

  Date: 08/23/2023

  Dear ****:

  We are very sorry to learn of your disappointment with our resolution to this matter.  Please understand that our policy is to credit for inconveniences, which was applied at checkout.
  

  Sincerely,

  ***************************

• Initial Complaint

  Date:07/26/2023

  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.

  I booked 5 rooms for 2 nights from july 22 til 24th *****. This hotel has health violations. The rooms were hot and no ac was working. Room ***** and *****. They advertise air conditioning, they did not emphasize in only selected rooms. For the health for all patrons should be taken seriously. In room 551 it also has bed bugs or ants. The Manager ********* would not help our situation. The property parking was inefficient for handicap van parking.

  Business Response

  Date: 07/28/2023

  July 28, 2023
  
  
  
  ***********************
  ******************************************************; 85256
  
  Dear ************:
  
  We are in receipt of your letter to the Better Business Bureau regarding your recent visit to Harrahs Laughlin.  It is always disappointing to learn that a guest has had an unpleasant experience with us, but without that valuable feedback, we cannot address your concerns. 
  
  Please accept our sincere apologies for the disappointment you experienced with the room temperature.  As Im sure you are aware, Laughlin is experiencing record-breaking temperatures which can affect the temperature of the rooms during the heat of the day.  I was pleased to learn that our agent was able to refund the Resort Fees as an additional apology.
  
  We reviewed our records and were never informed that there were insects in the room, however I can assure you that we have a complete pest program, as does any major hotel like ours,with a company called Ecolab.  They serve our property as exterminators,and we have a very thorough program developed with them that holds our facility to a high standard that we expect for our guests.
  
  We are very sorry to learn that you were unable to locate a suitable handicap parking space for your van.  Please understand that Nevadas building codes requires us to have a minimum number of handicap spots in relationship to the number of rooms we have.  I can assure you that we exceed the number of minimum spots required by code.  We are also pleased, via our valet parking and bellmen staffs, to help any guest who needs assistance when they cannot locate a suitable handicap parking space.
  
  I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your comments have been reviewed and addressed. We hope you will give us another opportunity to be of service.
  
  Sincerely,
  
  
  
  
  ***************************
  Director of Hotel Operations

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20375225
  
  I am rejecting this response because:

  First, they are stating laughlins heat temperatures affected the rooms negatively. However, I purchased 5 rooms and only 2 were hot in which they refused to help in any way other than a refund. Was this heat only effecting there hotel because we have been to Laughlin many years in the past all during this season and never had an issue. Since check in time at 4 the room was humid hot. We gave the hotel the benefit of the doubt and hoped when the temperature went down the rooms would be suitable. This was not the case. We notified the front desk mutiple times through the night with no relief. Finally at close to midnight again we approached the front desk manager who firmly stated "there was nothing they could do". I feel at check in they should of mentioned there problems with there cooling system. I had to pay for a different hotel stay for the 2 rooms and had no problem. The next day we checked into another hotel next door and the rooms were delightful and cool. This trip was planned in advance for my grandmother's 93rd birthday. Since we had to leave, Harrahs hotel made it very unpleasant for our family. Yes, refunds were issued but this didnt make us less miserable from hunting for rooms in the middle of the night to sleep a few hours and check into a suitable hotel the next day. 

  And saying you had valet parking is rather rude since it is not a free service that comes with the hotel.

  
  Sincerely,
  
  ***********************