Complaints

This profile includes complaints for Caesars Palace's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Caesars Palace

  2100 Pacific Avenue Atlantic City, NJ 08401

• 

  Caesars Palace

  Pacific At Arkansas & Missouri Aves Atlantic City, NJ 08401

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:02/16/2025

  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 am contacting you regarding the outstanding matter of a very upsetting accommodation at ****** Resort Atlantic City on 1/25/25. I was there in attendance under the group conference for ***** ***** ***** ******** ***. Unfortunately, the shower and hot water were inoperative on the morning of 1/25. I was informed that they were aware of the plumbing problem and it was being serviced. As a result, I missed my rededication ceremony because there was no shower water pressure and the sink faucet had no hot water for bathing. This is unacceptable! I have traveled the entire world both professionally and personally and never have I experienced a hotel without water for the guests. I have been working with Lynn W****, Hotel Operations Manager, and trying to resolve this matter. She offered an additional stay for me to pay the regular rate with an upgraded room. Even more unacceptable! I do not desire to return to this hotel or pay another penny for a hotel stay. Its concerning to me that Harrah's would even request additional money for a hotel stay given the circumstances. I respectfully request monetary reparations for the inconvenience I experienced as a guest. Please see attached bill and video of the shower. I will continue to pursue this issue until its resolved. Its not about the money but the principal of the matter. Harrah's has been very slow and reticent about reversing the charges. I have never experienced this type of unprofessional and poor treatment by a hotel.

  Business Response

  Date: 02/16/2025

  Good afternoon!! 

  Upon research of this reservation, it looks like our Hotel Operations Manager offered discount towards future stay that was not accepted by the guest. It is not noted that any other compensation has been offered. 

   

  Thank you

   

• Initial Complaint

  Date:02/11/2025

  Type:Customer Service 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 February 8, 2025, my daughter booked a room for our anniversary here. When she called to book the room, she specifically asked the agent for the total price (including taxes and fees), and the agent stated the total price was $560 (give or take a dollar and some cents). When she was charging her card at the end, my daughter was told the total came out to $571.82, a higher amount. The agent apologized, but claimed there was nothing she could do and assured my daughter she had placed a special request for an upgrade due to the mistake and the occasion. Upon arrival at the hotel, we were met with an extremely unpleasant experience. The valet staff started yelling at us, using profanities, and demanding we move, even though we were only standing there for a moment, trying to figure out how to unload our luggage and park. The self parking area was also inconvenient. It was shared with the hospital nearby and was at least a 15 minute walk away from the hotel entrance. Since we are older, this made things event more difficult for us. To make matters worse, my daughter had booked us a non-smoking premium room in the centurion tower advertised as having an ocean view. Yet, upon arrival, we were given a room where the primary view was of another building. When we asked about switching to a room with the advertised view, we were told the only option was to pay for an upgrade. The staff wasn’t accommodating, or understanding, and the advertised views are misleading. Overall, what was supposed to be a fun, relaxing trip, became a frustrating and disappointing experience from start to finish. Between the inaccurate pricing, unprofessional staff, misleading room descriptions, and lack of customer service, I don’t feel we were given the service expected in the slightest, especially not from a four star hotel.

  Business Response

  Date: 02/11/2025

  Hello ******

  Thank you for contacting us here at Caesars Entertainment and informing us of your concerns regarding this matter. 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 due to the issues that you outlined in your email. I have confirmed that the room that you were assigned did have an ocean view. Please keep in mind that our rooms do not have a direct ocean view, but the ocean is part of the view in the assigned room. We know how much our customers look forward to visiting us here in Atlantic City, and we are committed to delivering products and services that make it easy for everyone to enjoy their stay at our hotel. We regret that these issues left you with a poor perception of our hotel. We hope that you look at this as an isolated incident and that it will not deter you from revisiting us. Please be assured that we have forwarded your comments to our Hotel Management Team as they will work diligently towards correcting the breakdowns you mentioned and the level of service we provide.
  
  Once again, please accept our sincerest apology, and thank you for allowing us the opportunity to respond to your concerns. We truly appreciate your business and hope that we may have the pleasure of welcoming you back in the future.

  Customer Answer

  Date: 02/11/2025

  
  Complaint: ********
  Hello,

  I am requesting a partial refund for my stay due to a misrepresentation of the room’s view and poor treatment from hotel staff.
  
  The view advertised on your website was not what we received. The right side of the view was obstructed by the hotel, the left side by another building, and there was barely any ocean visible. This was significantly different from the photos shown when booking.
  
  When we requested a different room, we were told we could upgrade for an additional $200/night + tax, despite an agent supposedly placing a special request for a complimentary upgrade due to their mistake and the occasion. We also asked for a different room in the same category, but were told none were available, even though my daughter could see the same room type available for booking during our stay. Given that this was the off-season, we felt misled by management.
  
  Additionally, we were met with hostility from staff, were yelled at, and had to argue just to address the issue. Overall, the experience was disappointing and not in line with the expectations set by your website.
  
  I would appreciate a prompt resolution to this matter, including a partial refund for the stay. 

  Regards,
  ****** **** 

  Business Response

  Date: 02/12/2025

  please email customer relation so someone can further assist this matter in proper facture. *********************************** 

• Initial Complaint

  Date:01/15/2025

  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 am a Diamond Elite member with Caesars Rewards. On December 31, 2024, Caesars offered 10X Tier credit earnings counting for 2025 between 10pm and 1am. I stayed at the ************** in *******************************. I registered for this at a Kiosk around 8pm as per instructions. I asked the rewards center about it and they said I was good to go. Then I played at Table game between 10pm and 1am. I cashed out just about before 1am. When I checked my tier credits online there is nothing there, just 160 credits awarded. There should have been a lot more, probably like over 1500 tier credits based on my previous plays in the past making a total of over ***** tier credits earned with the 10X. I called Caesars rewards center, and they told me that I did not cash out until after 1am and therefore it did NOT COUNT!!??? Unbelievable how they can treat me like this after spending a lot of money at their properties on a technicality like this. When I talked to the people at the reward center, they said nothing about this, that you had to cash out before 1am. There was nothing in the instructions at the kiosk either. I feel like I have been ripped off here. I demand to be credited 10X for the time between 10pm and 1am when I played at a Table and put a lot of money in for that time. It should have been at least 1500 tier credits making total of 10x 1500 = ***** tier credits. This is based on what I have played in the past when i spent the same money for three hours on a table.

  Business Response

  Date: 01/15/2025

  Hello ****,

  You are correct about the time to earn the 10X Tier Credits. However, the majority of your play was after 1am. From 10 pm 12/31/24 until 1am1/1/2025 you earned 16 Tier Credits which multiplied awarded you with 160 Tier Credits.

  We apologize for any disappointment this information may cause you.

  Sincerely

  Customer Relations

   

  Customer Answer

  Date: 01/15/2025

  
  Complaint: 22816163
  
  I am rejecting this response because:

   

  You are incorrect that majority of my play was after 1am. I started playing at 10pm (Dec 31, 2024) and continued for three hours until 1am (Jan 1, 2025).

  I even confirmed this with the pitt boss who showed me on their computer screen my play for three hours and the amount of buy in, about $1500 total.

  But when I called Ceasars Rewards they said that because I was a few minutes late in cashing out after 1am it did not count.

  In fact I asked to cash out just before 1am but the dealer was busy and it did not register until just after 1am.

  I think this is ridicolus that it would not count just because of few minutes delay after 1am and I should be given 10X credit for the entire three hours I played between 10pm and 1am.
  
  
  
  Regards,
  
  **** ****

  Business Response

  Date: 01/17/2025

  Hello,

  Based on the additional information provided I will further research this issue on your behalf. I will be replying directly at ******************************** once my research is completed.

  Customer Relations 

   

   

• Initial Complaint

  Date:01/05/2025

  Type:Billing 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.

  Caesars resort and casino advertises that if you apply for a credit card- you receive a free gift. I went to the rewards desk. Spoke with Ms. ******* the supervisor. When I applied she told me that I have a credit card already. I informed her that I do not have a card.She gave me the credit card company number to call. I spoke to ****. He informed me that I do not have a credit card.I have this information to Ms. ******* and she said she cannot assist me. This is the information in her system and she cannot change it. I requested a copy of the credit card. Ms. ******* said she does not provide a card only processes an application. I spoke with the credit card company asked them to contact Caesars rewards. They refused. Please assist.

  Business Response

  Date: 01/16/2025

  We are extremely pleased to know that you are a Caesars ************ Credit Card holder. Please know that  ************* would be able to answer any questions you have regarding your credit card. To access your credit card accountemployee 
  , please visit *************. At the top of the page, click on "Sign Up for Online Access". Once you have signed up, you will be able to view your statements, pay your bill online, and update your account information. If you have any questions regarding your Caesars ************ Credit Card, please contact ************* directly at: **************. 
  
  For specific questions about your Caesars Rewards account, such as Reward Credit earnings, Platinum status upgrades, or new sign up offer inquiries, please let us know. 

• Initial Complaint

  Date:11/16/2024

  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.

  I booked a room with ceasers Atlantic City for my boyfriends birthday I had a comp. I get to the hotel they tell me they are fully booked, then when I asked to speak to a manager they magically have. 1 room but its 2 beds. They offer to upgrade me to a suite but I would have to pay ****** this is ridiculous. We drove 4 hours to get here this really ruined my boyfriends birthday. The room they gave us was tight with 2 beds. Why would I need 2 beds Im disappointed in ****** and this is the 2nd time this has happened. I will not be staying at this hotel and do not recommend it. I also was told the security deposit is ***** and I was charged 1*****

  Business Response

  Date: 11/17/2024

  The incidental hold information is on the website. Rooms are based on availability at check in and for this inconvenience they were given $50 food and Beverage Credit. No further compensation will be given. 

• Initial Complaint

  Date:11/16/2024

  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.

  We booked rooms under our comps that we earned, which allowed us 3 to 4 nights each.I booked my first three nights and my partner booked his to continue the stay. I reached out to reservations via telephone for help with this and I received help for the last two weeks. When I arrived on the 31st of October 2024 to check in, I informed the manager/supervisor who was checking us in of our extended stay and she volunteered to help check us in until the 15th of November, were checking out and I said we will be here for an extended stay it should be in the system. She told me to call the front desk because she did not have it in her system.I called and they told me that I got wrong information from the manager and I had to come check in again for the new reservation. I was under the weather so I told them I would later in the evening since we were supposed to be staying the same room A manager from housekeeping knocked at my door an hour or so later and I had to relay the same information. I stopped by the desk to fix everything. I was then told that we would have to move and switch rooms because the tower was going out of service. I explained to the manager the promise to we stay in the room until the 15th. She said she saw the notes but unfortunately there was nothing she could do. She offered us a food credit for the inconvenience. The next day while I was sleeping I heard a loud knock repeatedly on the door, I opened the door ******* an assistant operations manager asked me to get dressed she needed to speak to me. I said you can come in because I did not unpack She came in and when I was about to close the door security came out of nowhere and put his foot in the door. She tells me that we need to check out immediately because we booked back-to-back rooms under our comps. I asked what exactly did I do wrong and she said that is not allowed.I need someone to get in touch to rectify this. This treatment is unacceptable

  Business Response

  Date: 11/17/2024

  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.

  Due to the issues, you have outlined in your email, we have issued ***** Reward Credits to your Caesars Rewards account. This is for the registered guest on the reservation. Please allow 3-5 business days for this adjustment to reflect in your players account. Please note that these credits will expire after 6 months of inactivity on your account.

  Sincerely,
  Nimrah
  Customer Relations  
  ********************** City Region

   

• Initial Complaint

  Date:09/13/2024

  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.

  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

  Date: 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

  Date:07/18/2024

  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.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/23/2024

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/18/2024

  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.

  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

  Date: 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,

  *****