ComplaintsforHarrah's Hotel Casino
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was charged a deposit fee for my stay at Harrahs hotel and casino in ****************, I was informed and it states on my receipt that I will receive my deposit refunded back to my original payment method in about 7-10 days its now a month later and Im still waiting for my deposit refund I have called Harrahs and was given the runaround I was transferred several times to speak with a Harrahs customer service representative that will correct the issue but no success I have contacted my bank to resolve this matter and no success for meBusiness response
07/18/2024
Hello ****,
Thank you for reaching out to us here at Caesars Entertainment.
We apologize for any inconvenience you have experienced. Upon reviewing your account, we would like to inform you that your security deposit was released to the card on file. Your credit card was pre-authorized on 06/09 for $192.03 at the time of check-in. Upon checkout, from that pending transaction of $192.03, we deducted $91.38 for your charges due. The remaining amount of $100.65 was released back to your card.
Please let me know if you have any additional questions or concerns.
Once again, thank you for taking the time to contact us and for allowing us the opportunity to address your concerns.
Sincerely,
******
Customer Relations
Initial Complaint
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
June 27,2024 I had asked for an appointment for the spy but I needed to cancel it do to some issues. When I called they said I couldnt get a refund I tried 3 x and they hung up on me. I have filed a complaint with the Division of consumer affairs on NJ I want a refund. This was done over the phone.Business response
07/02/2024
I have forwarded your concerns to our spa manager, here is her contact information if she does not get in contact with you in a timely manner. I hope this information was helpful. **********************Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
2 weeks ago I used the Harrahs casino online app to play. I won $100 I tried to withdraw, sent in all info that they asked for to be told yes or are vetting it to no and to call a 3rd party company they use. That company said because my credit score isn't high enough I would have to use something like ******. Harrahs states that in order to use ****** you must make a deposit. I am not going to do that after submitting all info to them. They put the money back in my app but I can't even use it as I am in PA no longer NJ. I have been trying for over 2 weeks!Business response
06/07/2024
Hello,
Online gaming is regulated differently in each state. Unfortunately, the information provided is correct. You would need to be geo located in NJ to make the withdraw.
Sincerely
Customer Relations.
Initial Complaint
04/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
March 17,18,19,20 of 2024 for the ***** **nvention, a security deposit was requested and I provided but never refunded back for two rooms. I called and asked to have the charges for the security deposit removed and was told that the charges were for a seafood platter and other foods I had ordered at night. ( I go to bed by 8pm ) So I called my credit card *** to have charges removed and they did so, until charges would be proven to be wrong. My wife noticed the charges back on our card again, I called the credit card ** and they state that case was closed due to the charges were for reserving two rooms. That is a lie because our rooms were already reserved by the *** of ***** through a PO.#******. So the charges are fraudulent, and haven't refunded me. They still haven't provided me or the CC ** with video, picture and or written signature yet as requested for the food charges, from when they changed their story the first time. They are a fraudulent **mpany, and need an upgraded security ***** and system, shameful they treat customers this way. ( ******** REF # ************* )Business response
05/19/2024
Hello
Please know that a refund of $481.47 was issued on 5/14/2024. Depending on your bank this can take up to 10 days to fully process.
Sincerely
Customer Relations.
Initial Complaint
04/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The hotel lied to me about the rates I would pay to extend my stay. I originally had a group rate with my job for $99. I asked to extend my stay as long as I was getting the same rates. The person at the front desk said yes absolutely you will get the same rate. Instead they charged me $470.18 for the night. This happened on 4/20/24.Business response
04/26/2024
Hello ********
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 reservations. We are in the process of reviewing your complaint. We do have to research this issue and will get back to you with our findings.
Thank you!
Sincerely,
Tracy
***********************************
Atlantic City RegionInitial Complaint
04/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 3/22/02 I stay 2 nights at ******** Resort in ************* in **********. At the time of check-in I was informed that I would have to put a $150 deposit for the room, however I would get the deposit back between 5-7 business day as of today I haven't received my deposit. On top of everything else they charged my account $179.13. I have been trying to get this resolved but every time I call they always say on the recording the office hour are M-F 8-5. I called at 9:00. I need this resolved asap.Business response
04/09/2024
Hello,
Thank you for contacting us here at ********************* and informing us of your concerns. Our goal is to provide all guests with a warm and hassle-free experience, so it is always disappointing when we hear otherwise.
The full $150 incidental hold is released upon check out. The release of funds would be for the difference between your bill and the hold. If your bill exceeds the total amount we have on hold, you will not receive the deposit back as it will go towards the balance due. In your case, your card was authorized for a total of $155.34 and your total bill of $119.68 was paid by the same credit card, so the difference of $35.66 was released back to your card on 3/24/24. I hope you find this information useful.
Please allow up to 7-10 business days for the charges to settle and reflect in your account. You could also refer to your banking institution for further assistance.
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.
Sincerely,
Taniyah
Customer Relations
************* Region
THE APP THAT GETS YOU MORE
The free *************** mobile app gets you more - more offers, more information, and more ways to explore ********************* hotels, resorts, shows, restaurants, and nightclubs worldwide.
*TEXT THE **** "MOBILE" TO ****** TO DOWNLOAD.
*Book with us Now! **********************Initial Complaint
03/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
That lady say the pool is free when including the room and bad customer service it nightmareBusiness response
04/09/2024
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.
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,
*****Initial Complaint
03/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Booked a room for my husband birthday, the room was dirty . There was hair all throughout the hotel , marks over the mirrors . They have been holding my security deposit since 2/24 , which they are supposed to return it . They have notBusiness response
03/08/2024
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. Please contact *********************************** to discuss this matter further.Thank you.
*****
Customer response
03/09/2024
Complaint: 21406463
I am rejecting this response because:
I still have not received my security deposit back as of yet . There is no way , that I should have to send an email to get in contact with the billing department because of failure to answer the phones . Ive called this number *************) several times starting from early morning to evening to try in solve this matter , I receive the same recording repeating that your call volumes are high and to send an email.
Regards,
*******************************Business response
03/22/2024
We apologize that we fell short, and your experience did not meet your expectations. Anytime we are made of aware of an issue related to your experience we take immediate action and try our best to remedy the issue. This incident was reported to our billing department, and they have advised the time frames of the cash app card that you provided with the refund process. I can assure you that your complete satisfaction is our greatest concern. We have reviewed your reservation and confirmed $65.20 has been refunded to the card on file on 2//25/24.Initial Complaint
03/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We arrived at ******** on Sunday March 3. Early in our arrival we found out that there were close to 6000 high school students staying at ******** for some function. During Sunday evening and all day Monday these kids were slamming doors, hanging out in the hall doing mock presentations. We complained to a chaperone outside our room and their response was ok. So we went down to the front desk to complain and see if they could move us. We were told there was nowhere they could move us to and they were aware of the issues. We asked to speak with the manager and again explained the situation and again asked to be moved or for a refund since we paid for the entire week. Again we were told they couldn't or wouldn't move us and would not refund us so we could leave because we booked w/a 3rd party even though we paid for most of our stay at the hotel. The manager walked away and called security because we were trying to get help from guest relations. I went to security and spoke with them as well and they had numerous calls about the situation and were told to call guest relations as well. We spoke with guest relations and they offered us $50! We spent nearly $1000 plus what we spent gambling and they offered us $50. We haven't slept well since we got here and cannot eat or drink at the hotel because these kids have tied up everything. Trying to get coffee this morning was a 2+ hour line. We are beyond disgusted with how we've been treated and the fact we can't get any assistance. We were accosted by about 7 teachers telling us we should go find them somewhere in the hotel to assist with these kids, but could not identify who their kids were. They are not chaperoning anyone and the hotel is not capable of managing what is going on and refuse to assist us and did not alert us that this was going on during our stay.Business response
03/06/2024
We strive to provide the best service in the industry, and we apologize that your experience was not the best. We have addressed your issue with our staff and have taken the appropriate action to correct the problem.Rest assured that this is not how we normally do business.
We apologize that your experience did not meet your expectations due to the issues you outlined in your email. We know how much our customers look forward to visiting us here in *************, 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 ********. We hope that you will look at this as an isolated incident and that it will not deter you from revisiting us. Please be assured 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.
We do understand your frustration; unfortunately, we are unable to offer any additional compensation than what has already been provided.
Your patronage is important to us, and we hope that youll continue to give us opportunities to serve you.Customer response
03/06/2024
Complaint: 21390819
I am rejecting this response because: management has not offered anything other than food comps. They refused to speak with us on Monday and deal with the situation but today offered food comps. We haven't slept in 3 days and have to go off property to get coffee or food because the lines are 2 hours long. If I left on Monday I would have lost my money as they refused to refund us anything. So I've been held hostage since I've paid for my stay in full. How is that satisfactory by anyone's standards??
Regards,
*********************Business response
03/06/2024
Hi ***,
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 reservations.
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.Initial Complaint
02/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Complaint. I checked in Sat Feb. 17th and checked out Sun. Feb. 18th. Stood in rm 908. (Bayview side I think) Our room needed help. We had no hot water hardly coming out of bathrm sink. No water pressure. Bathrm sink was clogged too. Carpet near bed had a juice stain on fl. Bed corners were dirty with crumbs. ***** inside rm and even outside in hallway corridors. The water pressure in bath stall was bad. All the water came out to the fl. although I tried my best to shower close to wall as possible since the partition (glass) was only 1/2 way no coverage. I feel like ******** is abandoned at least in this section. I know AC is not the same even before covid. All the money spent in rm for being less than 24 hrs there the quality was not met.Business response
02/21/2024
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 reservations.
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.Customer response
02/22/2024
Complaint: 21324931
I am rejecting this response because:
Ok. No problem. I await feedback from appropriate parties for follow up. Thx.
Regards,
***********************Business response
02/26/2024
We apologize that we fell short and your experience did not meet your expectations. Anytime we are made of aware of an issue we try take immediate action and remedy the issue. We also have a proactive process that ensures our property is kept clean and comfortable for all of our guests. I can assure you that your complete satisfaction is our greatest concern. Please reach out to our Customer ******************** at ***********************************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
83 total complaints in the last 3 years.
33 complaints closed in the last 12 months.