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:03/11/2025

  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.

  Dear Better Business Bureau,I am filing a complaint regarding an unauthorized charge of $872 from Caesars Palace Las Vegas, which I have been unable to resolve despite multiple attempts.I attended a work event in Las Vegas and stayed at Caesars Palace on October 31, 2024. I have attended this expo for the past four years and have always stayed at this hotel. During my stay, I requested an early check-in due to a business meeting, but I did not use or even check the mini-bar, as I never do.Upon checkout, I received my final bill via email, and everything appeared accurate. However, a few weeks later, I noticed an unexpected charge of $872.42 on my credit card. When I called customer service, I was informed that the charge was for allegedly taking 44 items from the mini-bar. However, the representative could not provide a list of the items. After requesting, I finally received a receipt, but I was told there was nothing they could do and was advised to dispute the charge with my credit card company. I was shocked as I know Business would want to resolve the issue before the customer starts a dispute with the bank. I proceeded with the dispute, but in February 2025, my credit card company ruled against me, stating that Caesars Palace provided sufficient evidencewhich they have refused to disclose to me. I then contacted Caesars Palace directly twice for further clarification and assistance, but I was told that after 90 days, nothing could be done.This charge is completely fraudulent and unjustified, and the hotel's lack of transparency and unwillingness to provide proof is unacceptable. I am requesting:A full refund of the $872 charge Clear evidence of what was allegedly taken from the mini-bar A review of their billing and dispute process to prevent wrongful charges like this in the future I appreciate the BBBs assistance in resolving this issue and look forward to a fair resolution.Sincerely,

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service 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 stayed at Caesars palace Las Vegas 3/7-3/9/2025. On 3/9 while checking out and getting my car from the Augustus tower valet, I was ridiculed and harassed by a valet employee named ******. He refused to release my car to me, completely harassed and embarrassed me in front of my wife, he said that he had never seen me before so I must not be important and he demanded I pay $80 even though valet was complimentary for my stay and because of my status. It was so horrible that I even had to get folio copies of my prior 4 hotel stays just to prevent him from belittling me any further. Georges ******** was completely unnecessary and its sole purpose was to bully me. I am a very loyal customer and frequent this hotel and also the valet. ****** should not be allowed to behave this way to anyone.

• Initial Complaint

  Date:03/11/2025

  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 stayed at the carsars palace feb 23rd hoping for a great stay. I always trust and stay at Caesars properties.I spent about $180 on the room not including the $100 I spent in the food court only to be eating in my room and feel something on my leg which was a bed bug. I immediately left and had to rebook so I lost out on my money and Im upset. I know Caesars has been gray in the past but this is unacceptable.

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  The first complaint is that I was charged $85 because I put two bottles of Coke in the room refrigerator. There was no signage saying that I had to rent the refrigerator and when I talked to the desk clerk on checkout, she was very flippant and told me I could dispute the charge with my credit card company.I bought a drink at the kiosk in the casino called numb and was told by the attendant that if I purchased one of the two larger sizes, I could return with the receipt and get a free refill. When I tried to do that the next day, I was told that that was not the case that it was only a discounted refill and the attendant tried to charge me $19. This is also totally unacceptable because I wouldnt have paid $25 for a drink. If I thought I would have to pay for a refill.

  Business Response

  Date: 02/04/2025

  Hello Mr. ******************* regard to the hotel side of this complaint involving the minibar, there is signage in each guest room that using the minibar for personnel use will incur a $75+ tax restocking fee. These signs are located on top of the minibar. We checked the room and indeed the sign was present during your stay. Unfortunately, we cannot refund this charge, and we suggest you dispute this with your credit card company. To the second issue I can refer your complaint to the Numb bar as they will need to reach out and resolve this with you. We hope this answers your question and we look forward to seeing you in the future.

   

  Regards,

  Hotel Management Team

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22770652
  
  I am rejecting this response because: There was NO signage in the room about a charge for USING the refrigerator
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:01/09/2025

  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.

  I opened a ******** account and deposited $150 in the beginning of November b/c they offered a 100% deposit match. The advertisement said that you had to bet through the deposited funds once to receive the bonus, but when I completed this requirement I didn't receive the bonus funds, so I contacted ******** on 11/17/24 to see why. They told me that I needed to bet through the deposited funds twice (the requirement used to be that you only needed to bet through the deposit once, but they changed their T&Cs for this promo and forgot to update the ad). B/c ******** ad was incorrect, they agreed to honor the offer and provide me the bonus funds. Please note that ******** still has not updated the ad (I checked the app this week and the same inaccurate verbiage remains).After ******** credited my account with the $150 bonus bets, they immediately restricted my account and prevented me from accessing my account balance (I believe $121.50 but I cannot login to confirm because they restricted my access) and the $150 in bonus bets. I contacted ******** almost 10 times to get the improper restriction removed, and they told me there is a geolocation restriction error they are trying to fix, but it's been close to two months now and they still haven't fixed the problem (they also ignored my last two email requests for status updates on 12/22 and 12/27). I want Caesars to immediately refund my account balance (should be around $121.50, but I cannot confirm the exact amount b/c they blocked my account access) and the $150 in bonus bets. ******** previously told me that the bonus bets cannot be released as cash (I need to bet through the bonus bets too before they are converted to cash and withdrawable), but they improperly blocked my account so I cannot complete this requirement. Therefore, they should make an exception and release the bonus bets as cash, or immediately remove the improper restriction on my account so that I can place the bonus bets.

  Business Response

  Date: 02/20/2025

  Spoke with Patron advise him we can not assist with Race book issues. We do not have access to that platform. I gave him the information below. Thank you 
  
  PHONE: **************
  EMAIL: ****************************************************************************
  After downloading the app customers can also find a link to live chatHelpful links that can be provided to customers:
  ***********************************************
  **************************************************************************
  ***************************************************************

• Initial Complaint

  Date:12/11/2024

  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.

  I signed up for a promo special for a friend. I linked my bank used the app that one time and never used it again. Later on next month I was charged an over draft fee from my bank about a charge that I never made in the app. On November 15 they tried to take $50 and then another $50 out of my account. I was then charged an overdraft fee from my bank 2 separate amounts of $30 for each transaction. That my bank refused to reverse or give ****** I shouldnt have to pay $60 for Caesars negligence. Caesars never got the money but I would have never been charged if that didn't happen. I been keeping in touch with Escalation Specialist (******) they asked for the proof I submitted it they said itll take 24 hours to hear back from them and its been a week. ****** isnt answering the phone nor responding to my emails anymore. Not sure whats happening but this is a big problem. Thank you for your help and patience.

  Business Response

  Date: 02/04/2025

  Hello, I have informed the customer at the time that the charges are in reference to retry fees and insufficient funds fees. She will need to speak with their financial institution regarding these fees, as they were not charged by ******** Sportsbook. 

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising 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.

  My Caesars account number is ***********. I had platinum elite status in their reward program with ******* reward credits. These reward credits expired in July/August despite my elite status without any notice to me before or after. My main concern is that there was no notification that my points were due to expire - it felt as if Caesars very short inactivity window (6 months!) and lack of communication are a purposeful way to prevent point accumulation/redemption. I ask that ******** rewards considers reinstating my points for which I'd happily continue to visit properties.

  Business Response

  Date: 12/25/2024

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

  I have submitted a request on your behalf for a reinstatement. If the request is approved, you will see the credits added back to your account in the next 30 days. If you do not see the credits added back it means that the request was ********* the future, if you feel that you will not make it back to one of our properties within a 6-month period, we suggest using all of your credits before you leave or one of the following options:

  1. Earn Reward Credits by taking surveys through Say & Play: ******************************************************* (Reward Credits will post to your account 3-5 days after completing the survey).

  2. Visit the Caesars Casino game application on ******** at: ********************************************************************** and purchase $5 (at one time) or more coins for premium play to earn Reward Credits. Please make sure that you sign into your Caesars Rewards account, via the ******** application, to earn your Reward Credits (Reward Credits will post to your account 10 days after purchase).

  3. Apply and use our Caesars ************ and earn Reward Credits: ***************************************************************** (Reward Credits will post to your account 5 days after purchase).

  4. Redeem Reward Credits via the Caesars Rewards eCatalog (Reward Credit will post to your account within 45 days of purchase date) at **********************************************************.

  5. Enroll in Caesars Rewards Dining. (Reward Credits will post to accounts within 6-8 weeks). You just need to visit ******************************************************************* , click on the join now option and enter your email address and up to 12 credit/debit cards. Please let us know if we can assist you with anything further.

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22635912
  
  I am rejecting this response because:

  My complaint still stands. If my points are reactivated, then this issue is solved satisfactorily. If, for whatever reason, they decide to not reinstate my points then my original complaint remains active.
  
  Sincerely,
  
  *********** *******

  Customer Answer

  Date: 01/20/2025

  This answer was inadequate. Instead of reimbursing the expired points, they 'submitted a request for consideration which would be answered in 30 days'. It has now been 30 days and the points were not reimbursed. I would like to reactivate this complaint with the same initial argument.

  Business Response

  Date: 02/13/2025

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

  Thank you for taking time to contact us and make us aware of your inquiry. Your account information was forwarded to our Caesars Rewards Team for consideration. I regret to inform you that we are unable to reinstate your Reward Credits. Many factors are taken into consideration when evaluating accounts, such as your recorded play, number of trips in the last 12 months, and comp usage.
  
  We understand that it is difficult for some members to visit one of our properties every six months; as such we encourage these members to use their credits during their stay, so that they do not run the risk of losing them. To continue building your Reward Credit balance:

  1. Earn Reward Credits by taking surveys through Say & Play: ******************************************************* *************** will post to your account 3-5 days after completing the survey).
  
  2. Visit the Caesars Casino game application on ******** at: **********************************************************************  and purchase $5 (at one time) or more coins for premium play to earn Reward Credits. Please make sure that you sign into your Caesars Rewards account, via the ******** application, to earn your Reward Credits *************** will post to your account 10 days after purchase).
  
  3. Apply and use our Caesars ************ and earn Reward Credits: *****************************************************************   *************** will post to your account 5 days after purchase).
  
  4. Enroll in Caesars Rewards Dining. *************** will post to accounts within 6-8 weeks). You just need to visit *******************************************************************, click on the join now option and enter your email address and up to 12 credit/debit cards.
  
  5. Earn Reward Credits via the Caesars Rewards eCatalog at ********************************************************** *************** post within 2 weeks). Please let us know if we can assist you with anything further. 

• Initial Complaint

  Date:10/31/2024

  Type:Sales and Advertising 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 over charged. I booked a room at Caesar Palace through *******. ******* charged me the right amount and listed that I had to pay $45 resort fee at the hotel. By the time night before I got there, Caesars Palace sent me an email telling me that beside that $45 I have to pay another $100 for something else. It's now too late to cancel because I will not get any money back. I had no choice but to pay that hidden $100 fee. When I checked out, they automatically charged me $20 for parking even though I stay there as their customer and charged me another $45 for the usage of the mini bar which I never touch not even a bottle of ********'s false advertisement with hidden charges.

  Business Response

  Date: 02/04/2025

  Hello ******,

  After reading your complaint, I feel the need to explain the $100 charge. That $100 charge is a security deposit. The security deposit is $100 per night and will be refunded to you at check out. We hope this answers your question and we hope to see you in the future.

   

  Regards,

  Hotel Management Team

• Initial Complaint

  Date:10/24/2024

  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.

  During my stay, I encountered an issue with the fridge in my room. One of my guests mistakenly moved items from the fridge but returned them promptly. After addressing the situation with hotel management, I was assured that there would be no restocking fee $85.04 applied, as the fridge had not been used.However, despite this assurance, I was later charged an exorbitant restocking fee. I have tried to resolve this matter directly with the hotel, but my concerns have not been adequately addressed.I am seeking your assistance in resolving this issue and ensuring that Caesars Palace honors their initial commitment.Thank you for your attention to this matter.

• Initial Complaint

  Date:10/23/2024

  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.

  I checked into the Caesar Palace in Vegas on 10/08/2024. At check in paid ******. This covered a 300 deposit and 169 was a resort fee. The room came with a min bar. I looked inside the mini bar because I wanted to see what was in it. I picked up the romance box and used the ** scan reader to see the price. Had I known picking it sent off a sensor and charged me for it. Nothing was taken out the fridge. I touched the coffee box because I couldnt believe I have to pay for coffee. 4 pods *****. I also had the parking charges so that what I expected to pay. So what I am trying to understand even though I paid that amount at the kiosk the front desk said it was nothing for them to do. I have been calling and calling. They state that they are having a huge amount of call so do an inquiry online. If I am to get my 300 for the deposit. The only charge I should have had was 7.00. This is unacceptable I stay at the Caesars Palace all the time and I have never dealt with a company that finds a way to make money off of you. I enjoyed my stay but the amount of money is just highway robbery.