Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  Harrah's had numerous issues that reflect poorly on the quality and maintenance of the hotel. I have attached photographic evidence to support my concerns. Upon entering the room, I was immediately struck by the lack of cleanliness. The bed frame had visible dirt and debris beneath it, indicating that it had not been properly cleaned in some time. The bathroom tiles were stained, and there appeared to be remnants of previous guests’ stays on the surfaces not to mention mold spots. The carpets in both the room and hallways were heavily stained and appeared worn out. This gave the entire hotel a neglected and unkempt appearance. There also appeared to be paint covering up what I perceived as mold. Damaged Fixtures: Several fixtures in the room and bathroom were either broken or poorly maintained. The faucet base in the bathroom was visibly corroded, and the door lock mechanism was loose and appeared insecure. The condition of the common areas was equally disappointing. The hallways and elevator floors were visibly dirty, and it was apparent that regular cleaning schedules were either not maintained or were inadequate. The lobby floors were stained, and the elevators had unclean surfaces, which is not acceptable for a hotel of your supposed caliber. Given these numerous issues, it is clear that Harrah's Gulf Coast does not meet the criteria for a 4-star hotel. The overall experience was extremely disappointing and did not justify the price I paid for my stay. I chose your hotel expecting high-quality service, cleanliness, and comfort, but what I encountered was far below those expectations. As a frequent traveler, I have come to expect a certain level of cleanliness, comfort, and service from establishments that are marketed as 4-star hotels This experience has seriously impacted my perception of the Harrah's brand. I am requesting a an appropriate resolution, which I believe should include a refund or significant compensation for my stay.

  Business response

  01/07/2025

  Ms. ****** –
                  Thank you for reaching out to me yesterday.  I do apologize for missing your call as I’m typically out of the office on Mondays & Tuesdays.  I had a chance to review your message and look at the documents shared with our Hotel Assistant Operations Manager.  The mutual goal we all have at Harrah’s Gulf Coast is to provide a fun, exciting, and enjoyable stay for all our guests.  I apologize we missed the mark during your stay.  Addressing issues as they are reported to our team is crucial in providing the best experience to our guests and we try to remedy any items brought to our attention as best as possible.  Reviewing our service logs, I’m unable to see where any items were brought to our attention to resolve. 
                  While I do have to decline the request for a full refund due to items not being brought to our attention until the time of your departure, I do affirm the waiver of your resort fee ($18.99 per room, per night).  I would also like to offer you a visit to our property with a complimentary two-night stay and a $100 credit to our dining venues as a gesture of goodwill.  Please let me know when you’d like to book and I’d be happy to personally make the reservation.  I wish you and yours a very healthy, happy, and prosperous New Year!
  
  In Hospitality,

  ***** ****

  Hotel Manager - Harrah's Gulf Coast

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

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

  Customer response

  01/09/2025

   

   Complaint: ********

  I am rejecting this response because:  I never want to comeback to that property again and I had 3 dirty rooms not 1 so complimentary stays should be per room.  Also I did complain to the front desk twice during my stay.  I was told by the front desk staff  that there was nothing they could do and that I would have to wait for a manager.   I came back the next morning looking to see if the manager had arrived and she had not.   When I finally got a chance to speak with her I was checking out already.   Please check the cameras and you will see I was conversating with the front desk staff  well before checkout, about my over all dissatisfaction with the property.  

  I would be willing to settle for   2 rooms at Caesars New Orleans for 2 nights feb 8 -10 with a 100 dining credit per room or  a full refund.

  Regards,

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

  Business response

  01/09/2025

  Ms. ****** - 

        Our offer stands with our resort and the one in question, Harrah's Gulf Coast.  We are unable to book your reservation for Super Bowl weekend in New Orleans as you have suggested.  Again - we wish the items would have been brought to our attention.  We understand your concerns and respect your right to disagree.  Please let me know when you'd like to book and I'd be happy to assist - I'm also happy to assist in pricing a stay in New Orleans for Super Bowl weekend, however this would be a standard reservation search without any type of discount.

   

  ***** ****

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a “Free” trip and gave $100 deposit which I was told I would get refunded. Arrived at Harrah’s on 10/1/24. Our room was disgustingly dirty. I asked staff for another room. They were rude and said they weren’t switching us. I was also informed via email I’d get $50 free slot play during my stay which I never received. Upon check out I had $97.88 for internet for a laptop that I never signed up for. We didn’t even have a laptop with us nor were we in the hotel at the time stamped on the receipt. Check the cameras. Also charged another $59.92 for Pool Retail. We never purchased anything from the pool. Very disappointed with Harrah’s. The trip was horrible to say the least.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Complaint against: ************************************ Casino in ******, ** Confirmation # ********** Pin: **** Reservation for ONE (1) room, 2 queen **** for 2 nights Erroneous charge: $256.34 for a 2nd room & $75.61 for a deposit never credited Stay at Harrahs: Feb. 8-10, 2024 Persons involved: ******************************* (used credit card for second night); ********************* (initial credit card for reservation)-Reservations were made on February 6 with a credit card through booking.com on my friends credit card (*********************) for ****** Casino in ****** ***********. There were 2 of ** traveling sharing ONE room with 2 double **** - My friend and I were splitting a room. We checked in to Harrahs Casino on Feb. 8, 2024. As we were checking in to Harrahs, I told the clerk to put the 2nd night on my credit card since we were splitting the room. When we got upstairs to our room we pulled out our card keys and noticed that we each had different keys in our envelopes that had different room numbers, At that point, we went back downstairs to the reservation clerk, & told her that we should only have reservations for 1 room not 2 rooms. The clerk said that you have reservations for 2 rooms, however, we had 1 confirmation number from booking.com. Booking.com had our reservation for one ***************************** apparently had us down for 2 rooms unbeknownst to us. The clerk ar Harrahs told us that this is a booking.com **************** nothing they could do about it at ****** Casino. We immediately called booking.com to explain the situation and booking.com stated that we had reservations for one room with two **** for two nights. Both my *************** have both been charged for a room each for two nights. Booking.com has yet to resolve the issue. We only stayed in one room. My charge was for $256 & hers $75.61 for a deposit that was never credited. Just to be clear we stayed in 1 room and was charged for two. I have spoke with Booking.com & emailed to no avail & basically getting the run around.

  Customer response

  03/02/2024

  Please dont post publicly at this time. If they dont resolve issue then I will consider having information posted.

  thanks

   

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  After making a reservation at Harrah's Gulf Coast for three nights, I decided after the first night to try to get a refund for the other two nights and leave due to getting dizzy from an extreme smell of cleaning chemicals (since right after check-in, and it did not go away for the entire night), excessive noise from other rooms (not that the guests were being absolutely loud, but that the walls transfer noise very easily), and a distinctive smell of cigarettes in the hallway of even a non-smoking floor. They said the situation is a little more complicated as I booked through a third party ****************** but after several calls in all three directions, a women at the front desk who picked up my call from the room phone claimed she is the manager, and said she would approve the refund once I complete the check-out process. **************** from *************** confirmed the same, that the manager would like to speak to me and will approve the refund once I check-out, so Priceline was waiting for me to check-out as well.So I checked out, and was waiting for the refund to be processed. Then I was notified by Priceline that Harrah's Gulf Coast has suddenly denied the request for a refund, and that Harrah's Gulf Coast denies any manager has spoken to me or Priceline about approving a refund once I check-out (the women who claimed to be a manager did not give me her name). I called Harrah's Gulf Coast again, and they denied promising any refund, and said they cannot reinstate my reservation either since I already checked out. More discussions were fruitless, and the staff was being plain rude even though I tried to be as polite as possible.I consider this constitutes fraud for both civil and criminal penalties and was about to pursue legal action, but I wanted to pursue a more moderate resolution through the BBB one last time.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was on vacation and went in to the casino there in Harrah Casino in Biloxi. This is not about losing thats part of gambling. June 3rd early AM when i arrived i went into the casino and played a few machines as usual. Moved over to a BAO ZHU ZHAU FU machine ( has firecrackers) (may not be the exact name) . I was really enjoying the game winning then losing , then winning. Right on the verge of have a triple firecracker burst, went to put money in and it would not let me. I waited and waited on the attendant, finally she came over and said , yeah its to full of money it wont take any more money. She said you will have to move to another machine.. I asked her why they couldnt empty that one so i could finish what i started. She said they want empty that machine for a couple of days. I had to move and lost all the money i put in to the machine and the potentail winnings . This is unacceptable . i tried to talk to someone about it. they said thats how it goes. I could have hit the jackpot htat night but she wouldny get someone to empty the machine so that i could put more money in the machine. This complaint is to make people aware how they can be cheated and make the company refund my money and potentail winnings. it was there fault not mine. Every should beware of Harrahs in Biloxi MS.

  Business response

  08/12/2023

  ****** *****, Casino Operations Manager, reached out to Ms. ****** to speak with her about the situation.  He emailed all of his contact information to her and is awaiting her response.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This review is a written complaint against the Harrahs Gulf Coast property and it’s prospective staffs, food/beverages manager Ms. ****** for misconduct, harassment, discrimination, and forcefully removing us from the pool area. Our initial reasoning for visiting the hotel was to soak up the good weather, spend some time at the pool, and have dinner. As me and my partner are both Caesar’s Rewards members (Diamond & Platinum); we are frequent at the Harrahs Gulf Coast. During our time at the pool we were rudely met by two staff members who told us we had to leave the pool area due to the nature of my bathing suit. Ms. ****** and the male security guard stated my bathing suit did not meet their dress code policy. Not only was this a shock to us as we’ve been to this property countless of times; I’ve worn similar bathing suits at the property with no issues. I have witnessed countless of other women wear similar. Both staff members were very rude and hostile. We were then escorted out of the pool area as if we had done something terribly wrong. On lookers in the area were confused as to what was going on; and asked us why we were getting escorted. My partner and I quickly gathered our belonging from our room and proceeded to check out. Once again we pushed the issue regarding a full refund due to the inconvenience but were rudely declined and given unreasonable explanations. Other Harrahs Gulf Coast staff members near the area were shocked to hear of this unknown policy and found my bathing suit appropriate. Staff members at the property assured me there was nothing wrong with my bathing suit and that they frequently see guests wearing similar styles.

• Initial Complaint

  02/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Was told that they would only hold a $100.00 deposit. There is a pending charge of $228.00 which still has not been deleted. $228.00 is not $100.00!!

• Initial Complaint

  03/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Made a reservation on 2/6 to stay 3/16-3/18 for two queen beds as I have done for the last 10 years for our anniversary. My husband called to guarantee our room for a late arrival. He was told the room was set and in the computer. Upon arrival, the clerk advised there were no rooms to meet our reservation and he could give us a king bed for 4 people. He stated all double beds were booked or not operable. Manager, ***** *****, came out after 15 minutes and told us she could do anything since they don’t guarantee rooms which is not what was told to my husband earlier. ***** stated she could put us in a king room for night and move us to a double tomorrow. ***** was very unprofessional in how she was handling this matter. She gave us room *** and once at this room, it was occupied. Returned to the desk and ***** again claimed she only had a king bed. She gave us room **** and again upon opening the door, the room was occupied. After returning back to the lobby again and being at the hotel for over an hour trying to get a room, ***** again claimed she couldn’t find a room. After waiting another 25 minutes, ***** claimed she finally found a double bed room they we could check in. This means that she already had a room and must have been saving it for someone else. After all the years I have been coming to this property, I was truly embarrassed and humiliated as I stood at the desk waiting for a room. This action has truly caused me to rethink ever staying at this property again as the staff was very unable to assist with getting us a room and make the start of my anniversary a disaster. While waiting for the final room, ***** decides that she might need to go to the room with us to make sure it was ok. I expect better customer service from a Caesar Entertainment property. When I travel to other CE properties, I don’t have this problem and even have not had a problem with this location before. I am a displeased with customer service and seriously doubt I will be returning

  Business response

  03/17/2022

  Hello, 

  This issue has been resolved on property. 

  Customer response

  03/17/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

*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. ↩