Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a guest staying at Horseshoe Hotel/Casino. I handed my keys to valet operator first evening & received it back next morning with no issue. Second evening...same process although next morning the car was returned to me with front end damage. Upon walking over to car I immediately pointed out the issue to valet operator & filed an incident report with security officer. I was told the situation would be reviewed & someone should contact me in 3-5 business days. Hotel and/or valet vendor has never reached out to me or responded to any of my follow-up communications regarding this matter.

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We arrived on Tuesday, February 18th, and played at the casino later that night. When we were done, we both went and cashed our chips in with ******, who is very hospitable.The next day I went to cash in my ticket at the cashier. When I got up to the window, I was greeted by the cashier **** **** who immediately said I'll be right back and went behind the counter. A few moments later the supervisor ***** came to the window and said, "**** ****" overpaid you $1500 yesterday, and I was like, no she didn't, and I was completely shocked because I never went to **** **** the day before.The manager ***** proceeds to pull out this photo she received from Security and says this is you, isn't this you? and I'm like well I can't see the photo from back there, so can I hold it? She gave it to me and I told her no the person in the photo was not me, and that I had on a white camo shirt, and not black like in the photo. I also stated does every black woman with curly hair look alike now?***** was completely unprofessional because instead of checking with Security first while I was standing at the window, she was just holding this photo up in front of a line full of people accusing me like I was a criminal and it was completely embarrassing. They finally cash out my ticket and we give her our room number and she has our cell numbers to call with any questions.We went upstairs to our room, and at this point, I'm completely ****** off, because I don't like being accused of something I know I didn't do, so my husband and I decided to go back downstairs and speak to ***** again because I felt the entire situation was handled very poorly. When we got back down there we stated our frustrations, and i told her i was owed an apology. She goes on to say yes we verified with Security that the person in the photo was not you and IF you feel some type of way, I apologize. That was a poor excuse for an apology.

  Business Response

  Date: 03/11/2025

  This guest was contacted and informed that the employee was coached on proper behavior and was offered complimentary free play and an apology.

  Customer Answer

  Date: 03/12/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Stayed at the horseshoe casino in las vegas from sept 1 to sept 6 2024. The issues I had with the casino was that the safe did not work and it took maintance 2 days to repair. In the meantime my room was not cleaned for 2 days. I also went to use the pool, but it was closed. I went to the front desk and asked why the pool was closed and she did not know, but told me I could use the pool at the ************. I told her it was a long way to the Paris pool and she said there was nothing she could do. When I went to check out on sept 6 2024, I told the clerk the situation of the safe which was recorded on the system and I mentioned to her about the swimming pool, and that I would like the resort fees waived due the issues she said she would ask the manager. She came back and said that they would waive one day of the resort fee. I was not happy. I would like my resort fees reimbursed. Thanks

• Initial Complaint

  Date:08/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  In regards of a 2 nights stay for 2 rooms (reservation reference GZ3BS and MZ3BS), a few hours after check-out me and my friend where wrongly charged 40 $ each (80 $ in total) on our credit cards, I suppose for parking,We came to Horseshow with just 1 car, that was self parked and the parking was payd (40$) at the parking machine before check-out. When checking out, the lady at the counter (after an endless line because kiosks where incredibly ALL out of service) assured me that, since we have already paid for parking by the parking machine, and our only car was already outside the parking at the moment of check-out, no additional charge for parking was due. Indeed, there is no record of the plate number of our car in the reservation of the two rooms.It is evident that the charge of 40 $ for each room has to be immediately refunded, with an apology from the hotel, considering also that check-in and check-out have been a real nightmare.Look forward to solve this.Thanks.

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 stayed the Horseshoe Casino from July 6 to July 10 2024, staying in room 2053 the entire stay. During our stay we noticed several issues with the room, but more importantly serious safety hazard with the window of the 20th story room.The Window frame had a broken metal support that was completely broken off the frame. This allowed for the window to be pushed up and wobble while still in the frame. However, when pushing on the window, a large gap would appear in the upper corner that would be open window to the outside.There was also a large quantity of moldy white dust/dander build up all along the base of the bed. As someone suffering from painful allergies, this caused me serious eye irritation.Also, the bathroom sink would not drain, which allowed for other hair and debris to float up from the drain, making the bathroom sink unusable.Finally, there was some kind of dark beverage spilt on the wall under the desk, just a filthy and unsafe room.

• Initial Complaint

  Date:07/31/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 a trip in Jan. 2024. I paid extra to have a coffee maker and a refrigerator. We bought coffee and ******* at the store on our way from the airport to the Hotel. When we arrived, there was no Coffee maker. Called the front desk, they said they don't have any. I then called booking.com, they found my reservation with a description of the room, stating it had a tea and coffee maker. The agent called the hotel to be informed there wasn't one. The agent then said they would send an email to management. We never would have stayed here knowing they didn't have the amenities we were looking and paying for. The room's window was very dirty, you could see someone's footprints on the window, it looked like it had not been cleaned for months. The headboard was very dusty as well. The vanity in the bathroom was chipped and cheap looking. Tuesday night we had no hot water, Wednesday morning the water shot out of the faucet twice all over my clothes. I felt like I was at a *******. I wouldn't recommend this hotel to anyone. A copy of this email will be sent to the Better Business Bureau, this very much false advertising. And an upcharge for nothing! We were celebrating our 1st year anniversary, very disappointed.Room #**** 7-20-24 to 7-24-24 Confirmation # ********* ******************* I emailed this on 7/29/24, haven't heard anything ??

• Initial Complaint

  Date:05/31/2024

  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.

  At the time of check-in, $504.80 has been deducted as deposit from my debit card (details attached). On 17th May when I checked out hotel and deposited room key, they issued me bill of $254.80 against resort fee. They told me that $250 the security deposit will be refunded into my card on same day. I moved to ************* and written them an email for security deposit refund. I received a reply mentioning that the refund will take 10 days to be reflected into my card. It is today 30th May, still the $250 has not returned into my card. I did several email communication with Horseshoe Hotel customer care. They didnot workout to resolve the issue.It Looks like Hotel is dong cheating with me. My Horseshoe booking details are as below; Address or phone number: *****************************************************************************************************************, contact number **************** -Last four digits of the credit card used: 9837 -Hotel confirmation number/Reservation ID: ************ -Room number: RT 852

  Business Response

  Date: 06/03/2024

  Greetings ****************,

  My name is ****** with ********************** ***************************** I have reviewed your hotel stay and found that all charges/settlements on your reservation are correct. Please note that on 05/12/2024, the hotel had taken an "authorization" in the amount of $504.80 from your payment card. On your check-out date, we hard charged $254.80 from the $504.80 we had initially "authorized." Please note that an authorization is not a hard charge against your payment card. An authorization is considered a "hold of monies" on your payment card. The difference between what we held and what we hard charged against your payment card is $250. The $250 was "released" back to you on 05/17/2024. Please note the release of the $250 is not a refund. It is a release. If you no longer see the authorization amount of $504.80 on your banking statement, than that is indicative of the hold having been released back to you. For any further inquiries, please contact our **************************** at **************. Our hours of operation are Monday - Friday from 7am - 3pm pst.

   

   

  Regards,

   

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

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21783511
  
  I am rejecting this response because:

  The reply is a totally non-convincing response from the hotel. They are reiterating the same authorization and hold, whereas the same amount is deducted from my card, known as transaction. It is totally unfair and illegal practices done by Horseshoe hotel. In case somebody does not deposit security money in advance, will the hotel allow visitors to check-in. Surely NOT. Then how can they hold the money of a customer almost one month after check out??
  Hotel is performing cheating practices. Also, during hotel booking and check-in, NOBODY informed me about the resort facility and how to avail them. So it is totally illegal to charge a resort fee from me. Hotel MUST refund that along with the security deposit immediately.
  
  Sincerely,
  
  ************************* ******

  Business Response

  Date: 06/17/2024

  For further assistance regarding your claim, please contact the ************************************************** at **************. Please note our hours of operation are from 7am - 3pm, Monday - Friday.

• Initial Complaint

  Date:04/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding my booking with ****************** Horseshoe Las Vegas Hotel made on 27th Feb 2024 (Booking confirmation Code :3TRWM) for April 1st .I cancelled the reservation on 16th march March BQVDP well far in advance of the 48hour hotel cancellation policy. I got a confirmation email for the cancellation and refund back to my credit card in 7 days. However Horsehoe las vegas hotel failed to cancel my reservation and refund me . I found out only after my credit card company sent me a bill for 73.07$ for late payment and finance interest charges. I called the hotel on April 1st to find out only to be a told it was a system error and they have now cancelled and refunded but refuse to reimburse the late payment and finance charges i incurred because of their system error . I asked to speak with someone higher up at the hotel and was told i would get a call back but no one ever contacted me for resolution of the issue

  Customer Answer

  Date: 04/23/2024

  Hello BBB Dispute Resolution Team

  Please note I have not heard from the business so please keep the complaint open and reach out to them again for a response regarding this dispute

  Thanks and Regards

  *****

   

   

• Initial Complaint

  Date:03/14/2024

  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.

  Monday 3/11/2024 while being a guest at the hotel a housekeeper at Horshoe Casino and hotel stole a $100 bottle of cologne from my restroom. I reported it to housekeeping and they directed me to file a complaint with security. They contacted the employee who denied taking said item and they have yet to solve the issue or refund the money for the item that was taken.

  Business Response

  Date: 03/29/2024

  Hello ******,

  We appreciate you contacting us and letting us know of your experience. We are very sorry to hear about the incident with your missing items during your stay. I was sorry to learn about your cologne missing.  I can suggest contacting our ******************* and filling out a report. They can be reached at: ************* and request to speak to security.
  We regret your trip was not an enjoyable one.  Please know that your business is greatly appreciated, and we hope this experience will not deter you from visiting us again and experiencing the best we have to offer.

  Kind regards,

  ********

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 02 February 2024 we had booked a two-bedroom Penthouse room 2602 for my Air Force retirement and we also had a second **** room so my mom could stay at the Hotel/Casino also. I went to check in at 3:30 PM and they told me the room would not be ready until 4:00 PM or 4:30 PM but ************* was ready. They took the deposit money and resort fees, but they never gave me a room key for *************. I came back at 5:00 PM and I was told the room was still not ready and then the manager (Dimetris) came out and said the room would not be ready for 3 hours. He offered a $100 credit and to waive the resort fees. We did not get any of this. While waiting at the bar for the room to be ready, my dad was playing video poker and he turn to talk to me because I have problems walking from a surgery I had and I was sitting right next to him, a lady came up to his video poker machine and cashed out his money from the machine and stole his money. The bartender seen everything, and my dad made a report to security of Horseshoe but they told him that he could not get reimburse, refunded, credits, or even a drink at the bar because of what happened. I found out the reason I could not get the room on time was because they allowed their friend to have a late check-out of 4:00 PM. This is unacceptable and the hotel staff and managers really do need some additional training. This is supposed to be a rebranded hotel and it a decent hotel for Las Vegas and has potential. But the hotel staff really needs to work on their customer service experience. I know I will not get the outcome we are looking for but we had a lot of people wanting to come see me the right way for my military retirement of 22 years.