Business ProfileforHarrah's Laughlin Inc.

I stayed at Harrah's Laughlin 6/21-6/24-2025. From the moment I walked in at almost midnight on 6/21/2024 it was a disaster. My self check in confirmation was not working on terminal. It advised me to go to the counter. The rep was extremely rude, she told me that she had to figure out where to put me even though I had an email that my room was ready several hours prior. She then saw my boyfriend come up to see what was wrong and does he need to be added to the room? As if to distract me from my irritation. I told her oh you mean add him to a room I don't have. I told her he was on there and was added online as it gave me that option. She rudely said, "Well he's not." I was too tired from driving it was late! After 40 min she got me a room. Meanwhile this is happening a family of 4 was trying to get their room, the man was aruging with staff who got manager who rudely told him to leave. This was the manager !!!! He had 2 toddlers in a stroller asleep, his wife and a rolling cart loaded with their stuff! It was past midnight and they were kicking them out! It was so sad ! I couldn't believe it. The room we got was HOT on 11 th floor smelled like paint, ice machine broken on 17/20 floors!!! When I got to room they were cleaning it and demanded to see my room key!! Rude Cleaning staff upset saying things about how they have to put up with "this shit" referring to Casino mishaps and my irritation of yet again a room not ready. No one answered phone when we called for more towels! Next day I get a text from some sort of AI app for room service which worked when I text Them for towels - only once- after That I asked for room service and they came hours later walked in on us sleeping and left everything on the bed and text and said we were in room - hours later !!!!!! We never got room service!!!! When we checked out painters in hallway with plastic everywhere starting to paint!!!! Worst experience Ever !!!!!! I want this made right. I have proof of texts and room

July 10, 2024


Dear Ms. Esmeralda Jimenez:

We are in receipt of your letter to the Better Business Bureau regarding your recent visit to Harrah’s Laughlin.  It is always disappointing to learn that a guest has had an unpleasant experience with us, but without that valuable feedback, we cannot address your concerns. 

Please understand that our self-check-in Kiosks will refer guests to the Front Desk agent when there are any issues that it cannot solve at the Kiosk.  After investigating this incident, I noticed that you registered for a pre-check-in, however a room is not assigned until you arrived to check into the hotel.  Please accept our sincere apologies for the inconvenience and disappointment you experienced when your room was not clean upon check-in. 

Please be assured, we have spent a great deal of time ensuring that our employees are trained in all facets of their job, which includes excellent customer service.  We are very sorry to learn that you didn’t experience this type of service from our Front Desk Agent.  We have identified the Agent and have counseled her to ensure that this type of disappointment doesn’t happen to our valued guests in the future.

Unfortunately, mistakes happen in all businesses, and I appreciate you reaching out to share your comments.  As an additional apology, I will be crediting $319.04 back to your credit card on file. 

We hope you will give us another opportunity to be of service so that we can treat you as a valued guest.

Sincerely,



Richard Leivas
Director of Hotel Operations