ComplaintsforCaesars Palace

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 25th I got a extra charge for $39 from my stay at *************** in Atlantic City which is a Caesars Resort owned hotel. On August 29th I tried calling there department at ************ which it is just a recording in which you cannot contact anyone there. The message says to email them which I did on Aug 29th to request a copy of my bill which I never received. I am requesting the reversal of the $39 charge from the hotel bill.

  Business response

  09/13/2024

  Hello ***********,

  Thank you for reaching out to us here at Caesars Entertainment.

  Upon reviewing your stay with us I do see that they charged you the ***** and you are a diamond member, so they did go in and credited back the resort fee of ***** back to the card that on file ending with 1256 they did this on 9/11/24 at 4:03pm so please give it 5-7 business days for it to reflect back to your account. I hope this was helpful if you need anything else or have any other concerns please give customer relations a call ************ Mon- Thru from 10am to 6pm and someone will be there to assist. 
  

  Once again, thank you for taking the time to contact us. We are excited to have the pleasure of welcoming our guests back and look forward to serving you very soon!!
  Sincerely,

  
  ***
  Customer Relations
  ********************** City Region
  

  
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to thank Caesars Air for cancelling our whole vacation 2nd day after trying to fly with Sun Country to Atlantic City. The miss communication was terrible our experience at the airport was a fail and no food credit or anything being offered from Caesars is terrible customer service. *** asked to be booked on next flight for August 26 and book same room and hotel that I was originally offered and ************ has refused to book me the same trip or give any compensation for our canceled vacation for our Canada Day long weekend. I have an offer for Caesars and have free rooms for Atlantic City sent him this info and he still wont help me with this trip. If this is how Caesar air handles business its very bad and terrible customer service. Its a very simple fix but this ******************* refuses to fix it and make it right by just giving me the same hotel as I originally booked for same price and giving me a simple food credit voucher that even Sun Country employees said should be mailed out to me but again ***** refuses to do anything. Can someone fix this issue? Or will Caesars ignore the issue like they usually do?

  Business response

  07/22/2024

  Hello,

  This was submitted under Caesars Palace; however, this is for Caesars Atlantic City. Please advise how we should proceed.

  Kind regards,

  ********

  Business response

  07/24/2024

  Hello *****,

  We apologize that your experience did not meet your expectations due to the issues that you outlined. For further assistance, please contact our Atlantic City National Casino marketing department at ************.

  Sincerely

  Caesars Entertainment

  Customer Relations

   

  Customer response

  07/24/2024

  
  Complaint: 21942930
  
  I am rejecting this response because:
  
  Ive heard it all before sorry sorry and nothing done. Please explain on here what you will do about the issues to resolve the issues. I lost out on a lot of money from work because of this cancelled trip. If you dont want to respond on here you can email me a response I will not call anyone I want it in writing please. I use to be a seven star member and was treated horribly and nothing ever done to correct it. Hope you understand 
  
  Regards,
  
  ***************************

  Business response

  07/25/2024

  Hi *****,
   Again, we certainly do apologize that your experience did not meet your expectations due to the issues that you outlined.

  For further assistance, please contact our Atlantic City National Casino marketing department at ************.

  We look forward to hearing from you.

  Regards,
  Customer Relations   
  ********************** City Region

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 17th, I went to the Forum Shops at Caesars Palace ********* to check an item in one of the stores. In and out, it took me about 30 minutes but, when I tried to exit the parking garage, I tried to scan my Nevada drivers license (parking is suppose to be free for up to 3 hours for locals, as posted on their website) but the machine didnt work. As I didnt wanted to be stuck in the parking garage, I paid the overpriced fee of $35. I am now requesting a refund for this fee that appears as a scam to me.

  Business response

  05/23/2024

  Hello Diem, 

  Thank you for reaching out to us here at Caesars Entertainment. 

  Although we certainly apologize for any issues you may have experienced, it appears you have reached out to Caesars in Atlantic City. Unfortunately, ********* properties are out of our jurisdiction and thus it would be best for you to reach out to the Las Vegas team or the BBB *************** in order to achieve a prompt resolution. 

  Once again, my apologies. 

  Customer response

  05/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  Diem Dumazedier

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was billed and charged ***** without my consent in the month of April, 2004 by WSOP; Poker online gaming.I attempted to cash it out on there website and was told to submit more documents.I did not authorize this transaction, and I would like the money returned to the card I attempted to use when I was denied initial deposit.

  Business response

  04/18/2024

  Hello *******,

  Thank you for contacting Caesars Entertainment. For support with your inquiry please reach out to [email protected] or you can call them Toll free at **************.  Phone support is available daily, from 8am - 12am EST.

  You can also chat with one of our Player Support Representatives when logged into your WSOP.com account from the hours of 3pm to 11pm daily. Simply log into your account, select Cashier, click Help (image of a person with a headset) and start chatting for assistance.

  Thank you!

  Sincerely,

  *****

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was broke into while on a 3 day stay in *********** a Ceasers resort in *********. The car was broken into 12/24/2023 and valuables were stolen including my ** passport. I attempted to reach out multiple times. I was redirected to call security and they said they would call me back and never did. I emailed and I was told that Hello ******,Thank you for contacting Caesars Entertainment. In regard to your request for a surveillance footage. Due to liability purposes, we do not release recordings at any time. Thank you for choosing Caesars for your gaming entertainment!Have an amazing day!I never requested footage, I requested they review so they can provide me with a resolution and they never did. A crime was committed in their property and they did not provide a resolution or an adequate response is unacceptable.

  Business response

  01/12/2024

  Hello *******,
  
  Thank you for reaching out to us here at Caesars Entertainment. 

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.
  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise.

  You would have to reach out to Caesars Entertainment in *********, this department is Atlantic city region customer service. 

  Once again, thank you for taking the time to contact us and for allowing us the opportunity to address your concerns. 
  
  Sincerely, 
  LaShelle 
  Customer Relations ? 
  Atlantic City Region 
  
  THE APP THAT GETS YOU MORE 
  The free Caesars ******* mobile app gets you more - more offers, more information, and more ways to explore Caesars Entertainment hotels, resorts, shows, restaurants, and nightclubs worldwide. 
  *TEXT THE **** "MOBILE" TO ****** TO DOWNLOAD. 
  *Book with us Now! ***************************;

  
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 17th 2023 - Aug 20th 2023, I booked a stay at the *************** in ************ **. ************* to my knowledge is owned by ****** entertainment. I placed the reservation through Hotels.com for the cost of ******. During the stay we had tons of issues with customer service and housekeeping. Upon arrival the hotel room wasn't cleaned properly. Still pee in the toilet and sand in the shower. I was able to notify the front desk after waiting in line for another 45mins to speak to a rep. *** number to call the front or housekeep would never go through to an operator. I was advised to call the number by ******* at the front desk. I asked for a manager due to not being able to reach anyone. *** manager said it would be taken care of. Housekeeping never came to the room. On day 2 of the say we ran out of towels. Tried to call again, no answer. Traveled down to the front, and requested towels. This was in morning, around noon, and tried to call again. Finally, I was able to reach housekeeping, and they'd advised that they would send some up. It took 8 hours for us to get towels. On the day before departure we ran out of toilet paper this was in the morning. We only had 1 roll upon check-in. We asked if housekeeping can come up and clean the room due to the trash being full, our of toilet paper and out of towels. Again, I couldn't reach housekeeping after over an hour on the phone trying to connect to an agent. I walked down to the front waited in line for about an hour and talked to a manager again. Same response, they'll send someone up to clean the room. Nobody ever came to clean the room, by thay evening we'd have to go use the bathroom in the casino due to no toilet paper. We couldn't take showers due to having no clean towels. It was the worst experience I've ever had in ************. To add insult to injury, points from eating at Hell's Kitchen or other restaurants we eat at. **************** said there is nothing they can do. Even after validating.

  Customer response

  01/03/2024

  Hello, 

   

  The street adress for the hotel is 2831 *********, Atlantic City, ** 08401

  Business response

  01/05/2024

  Hello ******,
  Thank you for reaching out to us here at Caesars Entertainment.

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests. 

  Please reach out to our Customer ******************** for better assistance on seeing if we can give out any compensation.

  They can be reached through email at ************************************************** or call them at ************. They are open Monday- Thursday from 10am-6pm. 

  Once again, thank you for taking the time to contact us. We are excited to have the pleasure of welcoming our guests back and look forward to serving you very soon!!
  Sincerely,
  ******
  Customer Relations
  ********************** City Region
  THE APP THAT GETS YOU MORE 
  The free Caesars ******* mobile app gets you more - more offers, more information, and more ways to explore Caesars Entertainment hotels, resorts, shows, restaurants, and nightclubs worldwide. 
  *TEXT THE **** "MOBILE" TO ****** TO DOWNLOAD.*MESSAGE & DATA RATES MAY APPLY. 
  *Book with us Now! *********************************;

  
  

  Customer response

  01/13/2024

  
  Complaint: 21047816
  
  I am rejecting this response because: I reached out to the buisness via email and have had no response. The same issue i had last time. I've also tried reaching out in the past to customer service via telephone and was unable to get through to and have had no resolution. I'd like the buisness to contact me directly with someone who is similar with this case. 

  I can be reached via email or phone at ************.
  
  
  
  Regards,
  
  *********************

  Business response

  01/15/2024

  Hello ******,
  Thank you for reaching out to us here at Caesars Entertainment.
  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests. 
  Please reach out to our Customer ******************** for better assistance on seeing if we can give out any compensation.
  They can be reached through email at ************************************************** or call them at ************. They are open Monday- Thursday from 10am-6pm. 
  Once again, thank you for taking the time to contact us. We are excited to have the pleasure of welcoming our guests back and look forward to serving you very soon!!
  Sincerely,
  ******
  Customer Relations
  ********************** City Region
  THE APP THAT GETS YOU MORE 
  The free Caesars ******* mobile app gets you more - more offers, more information, and more ways to explore Caesars Entertainment hotels, resorts, shows, restaurants, and nightclubs worldwide. 
  *TEXT THE **** "MOBILE" TO ****** TO DOWNLOAD. *MESSAGE & DATA RATES MAY APPLY. 
  *Book with us Now! *********************************;

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at the Caesars Atlantic City from Dec 1 2023 through Dec 3 2023. The hotel was infested with roaches and the central customer service refuses to refund my stay. They offered **** in rewards points, equivalant to $50, which is simply not acceptable for a hotel stay that had a ***** infestation that could have contaminated my luggage and clothing. It is unacceptable for a hotel to allow such things to occur. I have filed my complaint with the hotel and am escalating my complaint with the BBB for some type of recognition of the gravity of the issue on a health and sanitation level. I have multiple videos of the roaches present if needed.

  Business response

  12/14/2023

  Hello *******,

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.
  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise. 
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.

  Once again, thank you for taking the time to contact us. We are excited to have the pleasure of welcoming our guests back and look forward to serving you very soon!!

  
  Sincerely,

  
  *****
  Customer Relations
  ********************** City Region

  Customer response

  12/14/2023

  
  Complaint: 21009160
  
  I am rejecting this response because: what steps will you take to rectify this besides passing it on to management? Will management refund my stay? This has been completely unacceptable to have roaches in the hotel and even more unacceptable responses to your customers' concerns as I have spent weeks trying up have this rectified. Again if you like I can provide the video of the ***** infestation. Unfortunately neither your customer service system or the ********************** allow file sizes that large up be uploaded.
  
  
  
  Regards,
  
  *****************************

  Business response

  12/25/2023

  Good evening, *******,

  We appreciate you for taking the time to write to us and making us aware of your concerns. Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service to all our guests.
  
  Please know that we read every comment and listen to what our customers are saying. Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise. 
  
  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.

  There are notes on your reservation that state you reported these issues to any of our hotel stay while you were on property. If you are ever unhappy with any aspect of your accommodation, please immediately speak with a hotel supervisor so that we may resolve the situation for you. At this time, we will not be offering any additional compensation.  Please be assured that we have shared your letter with our Hotel ********************* team so that we can ensure that our guests are always receiving the highest level of quality service you deserve.

  Once again, thank you for taking the time to contact us and for allowing us the opportunity to address your concerns.
  
  Sincerely,

  
  Tai

  Customer Relations  

  Atlantic City Region
  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at Caesars properties in the past in ***** and ********* and I had to pay resorts fees which allowed me to use the resorts properties without additional fee. English is not my first language, but for me and other average person resort means that a property has some basic amenities such as pool and Gym. I earned a free comp night and I used it at Caesar Atlantic City, checking in August 26 for one night. On August 27, early in the morning I wanted to use their pool and I was told that I have to pay extra for using their pool. I went to the front desk, spoke with the front desk supervisor, *******. She told me that at their property the resort fees do not include the pool, which again I think that it is a basic amenity, justifying them to call themselves a resort and charge resort fees. She told me that the resort fees includes free local calls. I was dressed to use the pool when I went to speak to her. Maybe if I was dressed in a suit and spoke proper English she would act differently. I did not pay with a credit card, I used comp dollars so I can not dispute this charge. Again, I stayed in other Caesar properties and by paying resort fees I should be able to use the resort amenities. Later during the week I tried to speak with the general manager and I was told that I have to came in person. The phone number that they gave me for customer relations did not work. I respectfully request to hear from some one from your organization soon. I wish I read about this crooked establishment in your web site and used my complimentary earned at another property. I went again on 9/11/2023 and of course the manager was not available and the shift supervisor on duty said he does not have a business card ************************* ************ *******************

  Business response

  09/20/2023

  Hello ****,

  Thank you for contacting Caesars Entertainment.  Your comments are appreciated as they enable us to identify where adjustments can be made so we may continue providing the best products and service.

  Please know that we read every comment and listen to what our customers are saying.Our goal is to provide a warm and hassle-free experience for all guests, so it is always disappointing when we hear otherwise.  

  Our Resort Fee includes In-room Wifi for two devices per room per day. Unlimited local calls, a $5 credit toward self-parking and ************** Access for 2 per day and In-room coffee maker.  You can find this information on our website under Hotel Policies. 

  We apologize that your experience did not meet your expectations. I can assure you that your complete satisfaction is our greatest concern. We have forwarded your comments to our management team for their review so the proper adjustments can be made to avoid future incidents happening.

  Sincerely,

  
  *****
  Customer Relations
  ********************** City Region

   

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I took advantage of a tier match promo that Caesars offered. I provided proof of my tier level at a competing sportsbook. About two weeks later, end of July 2022, a host replied and I received the tier match at Caesars, which is diamond tier.I started to inquire about this $100 welcome meal or $50 Uber Eats certificate that was a perk. Around October . I tried the Sportsbook help option about 4 times. its always sent for escalation to no avail or response. I figured I wouldnt get anywhere with the Sportsbook support anyway. Lets move on..I started to submit inquires on the Caesars Rewards website. I submitted more than 5 inquiries all the way through January 2023. These are new inquiries because the replies they sent either go unanswered or Im told I will be put on a list for the certificate. I explained that my diamond status ends on 01/31/23 and Ive been trying to get this resolved since October. Again no responses. I send yet another inquiry. A few days later, I get an email from them and theres an Uber Eats code that Ive been trying to get for months.I open an account at Uber Eats and enter the code. It said it was already redeemed. I couldnt believe it! I send yet another inquiry relaying this. No response. I cant even fathom how Caesars accepts this incompetence and isnt alarmed that someone along the lines of their terrible front line staff stole a code. Ive been to Caesars countless times, especially in my younger years and never in a million years would I think this once respected company could be as deplorable as they are. Youd think there is someone that actually cares and acts on issues such as this. Tried ****************** no response. Emailed the host who approved my status and explained what happened. He said h*** look into it. This was in March. No response.Id love to send you the numerous inquiries I sent for your review and get an explanation why no resolution and explain the Uber Eats code being used.

  Business response

  05/31/2023

  We have forwarded this complaint to the appropriate and they will be responding directy to the complainant within 14 days.

  Customer response

  06/03/2023

  
  Complaint: 20123071
  
  I am rejecting this response because:

  14 days is well over the timeframe I have to respond to the BBB about the status of this complaint. 
  

  Quite frankly, Im offended that you quote it could take up to 14 days to research/reply to my complaint. This is in tune with the horrific experience I had with you. Possibly someone could make this a priority. Im reasonable, but up to 14 days is unacceptable. I waited over 4 months for this train wreck to be resolved.

  
  
  
  
  Regards,
  
  *******************

  Business response

  06/05/2023

  I apologize for the inconvenience this may have caused.  Per our policy, Diamond Celebration Dinners are accumulated into every Diamond Status member as of February 1st and can be used up until January 31st of the following year.  Unfortunately, we would not be able to honor your request for compensation since this is a past offer.  

  Sincerely,
  Kelsey 
  Customer Relations 
  ********************** City Region
  

  Customer response

  06/05/2023

  
  Complaint: 20123071
  
  I am rejecting this response because:

  In addition to the $100 meal they had an option to receive a $50 Uber Eats certificate. I asked for the Uber Eats $50 certificate. I was told for multiple months they added me to the list to receive this. November, December, most of January no $50 certificate. Multiple inquiries to say I never received it each time. Should I have received this after multiple outreaches and three months of being added to this list? 

  To top it off, when they finally sent a numerical Uber Eats code. I opened an Uber Eats account and entered the given code. The code given to me was already redeemed.

  I would appreciate if you took a minute to review my original complaint, which explained what happened. You didnt acknowledge 90% of the complaint. Waiting months and receiving a code that was already redeemed you didnt even mention. Possibly this behavior is accepted at Caesars with is utterly horrific.

   

  
  
  
  Regards,
  
  *******************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Caesars has a rewards program called Rewards Credits. The purpose of this program is to reward their customers for spending money in their casinos with credits that you can use to pay for things like hotel rooms, restaurants and other services provided by Caesars and their affiliates. Up until around February 12, 2023, I had accumulated over ****** ($810.00) that was in my Rewards account #***********. When I checked again on February 13, 2023 my account balance was $0. I Immediately contacted Caesars Rewards and was informed that it was past six months since I had been to one of their Casinos so my Rewards Credits were forfeited or expired. This is totally unfair and unacceptable. This was not their practice during Covid-19 (which is still going on) and I was never given any warning that I was going to lose them. I would have never just let them go to waste like that. I tried explaining this to my Caesars representative, *************************. ******************* knew that I have been ill with two forms of cancer in the last two years, having surgery just last year to remove a tumor. She said that she tried to have the Rewards Credits replaced but management wouldnt do it. My last correspondence with ******************* was on March 1, 2023, where as I told her that they were heartless and all should be ashamed of themselves for such ruthless behavior. ************************ phone numbers are - office ************, cell phone ************. Her title is ******************** Executive and she is also my representative when I stay at Caesars, **** Pacific Avenue, Atlantic City, *********. Thank you very much for your help and time in this matter. Best regards, **********************************

  Business response

  03/21/2023

  Hello *****,

   

  Thank you for reaching out to us here at Caesar's Entertainment.

   

  Upon review of your account, for a reinstatement of Reward Credits, you must fit the criteria for this, in which you did not, which is why your Reward Credits are not able to be reinstated.

   

  Thank you,

  Customer response

  03/21/2023

  
  Complaint: 19630888
  
  I am rejecting this response because:
  I dont know how else to respond since whoever sent the message from Caesars didnt even have the decency to sign or state whoever wrote it. You state that I dont fit the criteria for this but you dont give any real reason or guideline for what youre talking about.Its pretty clear and simple if you ask me. Caesars didnt mind taking thousands upon thousands of dollars of my money to earn those rewards credits. *** earned them fair and square and basically like thugs or thieves, you have stolen them from me without warning or notice of any kind. Whats your business plan thinking here? Treat people like c*** and s**** them over and theyll probably come back for more? I cant believe this is your philosophy for customer service. In all of my life I have never been so callously and completely irrationally responded to about a matter with such an insensitive tone.
  
  
  Regards,
  
  *******************************

  Business response

  03/22/2023

  /Customer relations rep has been in contact with guest. Guest aware he doesn't meet company policy to have Rewards Credits Reinstated. 

*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. ↩