ComplaintsforHarrah's Laughlin Inc.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 21 2024 I made a reservation for one night. King **** Non smoking for April 20 2024 at harrahs laughlin April 20 2024 615pm we arrived to Harrahs laughlin to check into our hotel. We had tickets for 8pm for ************************* We were told there was no room for us and they can give us a $50 restaurant credit I asked why? I made the reservation it was confirmed. The response was they over sold the rooms We drove 2 hours from ***** and did not want to drive home after the concert After asking what other option do I have. A, reservation was made at the Tropicana that I had to pay for. We were inconvenienced, had to take a, shuttle had 5 minutes to get ready and were late to the concert I have never in my life showed up to a hotel that I made a reservation 3 months before and my room was sold with no valid reason I request that harrahs refund my hotel room at ********** for the inconvenience

  Business response

  04/25/2024

  April 26, 2024
  
  
  
  *********************
  *************************************************************************************; 89138
  
  Dear *********************:
  
  Thank you for taking the time to write regarding your recent visit to Harrahs 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 during special events, such as concerts we guarantee a room, however we cannot guarantee room types as they are assigned based upon tracked play of our loyal Caesars Rewards members.  After reviewing your reservation, we discovered that a room was offered, however since it was a smoking room it was not accepted which we completely understand. We offered $50 Food Credit for the inconvenience and found a non-smoking room at our sister property.  At that time, you accepted our goodwill gestures by utilizing the food credit and room at Tropicana Laughlin.  Im very sorry for your disappointment however we are unable to refund you for your stay. 
  
  Again,I thank you for taking the time to share your experience and concerns with us.  I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your comments have been reviewed and addressed. We hope you will give us another opportunity to be of service.
  
  Sincerely,
  
  
  
  
  ***************************
  Director of Hotel Operations

  Customer response

  04/25/2024

   
  Complaint: 21623204
  
  I am rejecting this response because:

  You are correct we refused a smoking room because I my fiance has asthma, and I did not want him to be sick,  So I am to understand that in the future if I make a reservation at your property 3 months in advance that specifically says non smoking, you can decide that I will only be offered a smoking room? 

  I want to make sure I understand so if that is the case next time I go to a show in Laughlin and there will be a next time I do not stay at any of your properties

  
  
  Sincerely,
  
  *********************

  Business response

  04/26/2024

  Dear **************:

  We are disappointed that you are unhappy with our response, however you accepted our goodwill gesture, a non-smoking room at the Tropicana and therefore we cannot honor your request for a refund.  

  Sincerely,

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

   

  Customer response

  04/26/2024

   
  Complaint: 21623204
  
  I am rejecting this response because you did not respond to my question and saying you are disappointed in me, I am the customer you are the business.

  I would expect an answer to my question so I know in the future if this can happen again, and choose to stay else where.

  thank you
  
  Sincerely,
  
  *********************

  Business response

  05/01/2024

  Dear *********************:

  We addressed all of your concerns and explained that you accepted the goodwill gesture as well as a room move to Tropicana.  We have closed this complaint on our end.

  Sincerely,

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

   

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This place is a health hazard I filed a complaint that destroyed my birthday in July and was told I would be refunded which has never happened I was lied too just to remind others this place ruined my birthday in July NO AC and promised to be refunded and to this day still unresolved

  Business response

  01/16/2024

  July 28, 2023
  
  
  
  *****************************
  **************************************************; 85392
  
  Dear ********************:
  
  We are in receipt of your letter to the Better Business Bureau regarding your recent visit to Harrahs 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 accept our sincere apologies for the disappointment you experienced with the room temperature.  As Im sure you are aware,Laughlin is experiencing record-breaking temperatures which can affect the temperature of the rooms during the heat of the day, especially rooms facing the river.  Unfortunately, we were unable to move you to a non-river room due to sold out conditions, however I was pleased to learn that our agent was able to refund the Resort Fees as an additional apology.
  
  I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your comments have been reviewed and addressed.  We hope you will give us another opportunity to be of service.
  
  Sincerely,
  
  
  
  
  ***************************
  Director of Hotel Operations

  Customer response

  01/16/2024

   
  Complaint: 21149573
  
  I am rejecting this response because:
  My entire Birthday weekend was ruined. Several of your maintenance techs said it is basically swamp coolers and always going down(nothing about extreme temp)several other guests were very upset as well. I am demanding a refund. Your management was very unpleasant to work with. You are very lucky I didnt have a heat stroke or we would be in court. I work for large corporate and will be sure to let all know what a DUMP your so called resort is.
  Sincerely,
  
  *****************************

  Business response

  01/19/2024

  We are sorry you are disappointed; however, we have closed this with a response months ago and our decision is final.  As we mentioned Resort Fees were credited as an apology at the time you were checking out of the hotel.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I checked in to ******** casino in Laughlin. I immediately experienced several issues within minutes, so I checked out and went to another hotel. Although this was a free room I was still charged for the night. I checked out in person to make sure that would not happen. I am asking for a refund of the fraudulent charge.

  Business response

  09/19/2023

  We are very sorry you didn't enjoy your stay.  Please accept our sincere apologies for the disappointment and inconvenience you experienced with your room. Please understand that special room requests when booking an offer are on a request basis only and while we do our best to accommodate requests based upon tracked play and availability, this can be very difficult during high occupancy levels and special events. Im pleased to mention that our reservation agent would be pleased to quote a rate to secure an upgraded room based upon availably at the time you secure your reservations.  Please also understand that the charge posted to your credit card $20.24 is our Daily Resort Fee, which we will not be refunding.  Please accept our sincere apologies for any disappointment this may cause.  

   

   

  Customer response

  09/20/2023

   
  Complaint: 20615170
  
  I am rejecting this response because:

  I do not get the impression that the business understood that I did not stay the night. I NEVER used the room. I checked out within a few minutes. How can you charge for a service I did not receive?  It is sad that after all these years of being a loyal customer I get treated this way. For $20 you lose a customer for life. I will advise my credit card company and fight the charge there. Its a matter of principle. I will also include your response with the letters I am sending to your corporate offices. 
  
  Sincerely,
  
  *************************

  Business response

  09/20/2023

  Our hotel records show that you stayed one night.  I will investigate this and get back to you.

   

   

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked two rooms from the 11th to 13th of August.When arriving to the hotel to check in everything seemed normal greeted by the front desk and checked in with no issues great! Now they placed us in the north tower no issue . We walked toward the north tower and stopped at the wrong tower before it and noticed we made a wrong turn. Headed back to the north tower and ran into a massive line for people waiting for the elevator.The elevators weren't all working you have eager guest trying to get into their rooms and employee with linen carts trying to go up and down the same elevators. They weren't able to use their own because they were broken. Not once we're we told that this was going on as we were checked in. Next once we finally reached our floor(9th floor) and got into our rooms we went down to have dinner. Another 30 min waiting for the elevator. Frustrated we were forced to take the stairs going down 9 flights of stairs in 100+ degree weather! So the entire trip was basically us trying to go up and down the elevator taking hours away from the trip or even the stairs working us out and not having energy to do anything. I called to speak to the manager of the front desk and instead I spoke to a condescending assistant manager female don't recall her name saying that I was wrong. That the elevators were not broken that they were just busy. When in fact their own workers who clean the rooms were venting that again they broke and they are struggling too!I asked for a refund and was denied because it was booked through a third party but I called the third party and asked them for a refund and they will open a claim if the hotel agree to refund. The hotel isn't complying and this is completely wrong. This is a massive liability what were to happen if I passed out in the stairs or fell due to their negligence. Why couldn't they put us in another tower that clearly didn't have that issue. The other towers were easy to access the elevators.

  Business response

  08/21/2023

  August 18, 2023
  
  
  
  *******************************
  *************************************************************************; 91345
  
  Dear ******************:
  
  Thank you for taking the time to write regarding your recent visit to Harrahs 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.  Thank you for allowing us that opportunity.
  
  Unfortunately, we have been experiencing issues with ********* *************** and have been working on replacing them, however it is taking additional time to complete due to wait times for parts and mechanical equipment.  Please accept our sincere apologies for the long wait times you experienced during your stay.  As an additional apology, we have credited back the Resort Fees.
  
  Again, I thank you for taking the time to share your experience and concerns with us.  I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your comments have been reviewed and addressed.  We hope you will give us another opportunity to create a better experience.
  
  Sincerely,
  
  
  
  
  ***************************
  Director of Hotel Operations
  

  Customer response

  08/21/2023

   
  Complaint: 20471026
  
  I am rejecting this response because:
  

  The measly 40 dollars per room opposed to the 360 dollars per room doesn't resolve the issue with that compansation. This should have been resolved with notices ahead of time at checking in. Instead you accepted the payment and Said nothing about inconvenient waiting time to take elevators or alternatives that robbed our stay compared to other that stayed in the other towers. If anything that seems unfair treatment *** only resort fees will be reimbursed? Atleast refund half or the entire trip of you feel apologetic refund for the horrible experience we had to endure. Or be upfront with other guests. 

  
  Sincerely,
  
  *******************************

  Business response

  08/21/2023

  Dear ******************:

  We are very sorry for your disappointment with our goodwill gesture.  Please understand that our policy is to refund resort fees.

  Sincerely,

   

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

    

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/11/23 we checked into Harrahs & were put in the north tower. The carpet was so stained & filthy I wouldnt walk on it without shoes. I complained & was told there was nothing that could be done. I went down to the front desk & complained again, the rep helping me was apologetic & put us in the central tower with a patio. That room was better, until we found out the ac wasnt cooling. I asked for ****************** came up with a filter, but that didnt fix the problem. I was told the hotel uses swamp ************ cant expect it to be as comfortable as our home. This time I complained to management and was moved back to the north tower in a suite. The room was better, however they failed to mention they only had two functioning elevators. Every trip up or down to our room, took at least 45 minutes, because there was a long waiting line. On our check out day management gave us a ****** discount & assured us the bell desk was on their way to help bring our belongings down. After waiting 45 minutes we finally took our belongings down ourselves after getting tired of awaiting. I called management again & they apologized and credited another *****. A third of our vacation was wasted dealing with hotel issues & not enjoying ourselves. The hotel is still charging me ****** on our three night stay for the most miserable hotel stay Ive ever experienced. I was told next time to request the South Tower. There wont be a next time for my family, they shouldnt rent out rooms if the cant offer the basic necessities.

  Business response

  08/22/2023

  August 22, 2023
  
  
  
  ****************************
  *******************************************************************; 91723
  
  Dear *************** De Oca:
  
  Thank you for taking the time to write regarding your recent visit to Harrahs 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.  Thank you for allowing us that opportunity.
  
  Please accept our sincere apologies for the disappoint you experienced with condition of the carpet in your original room.  I have shared your comments with our housekeeping team so that we can ensure that the carpeting in shampooed.  I was pleased that our agent upgraded you to a patio room as an apology for the inconvenience, however Laughlin was experiencing record-breaking temperatures, which affected the temperatures in rooms facing the river.  I was pleased to learn that our agent was able to upgrade you to a Junior Suite in North Tower as well as credit $72 from your hotel folio as an additional apology.
  
  Unfortunately, we have been experiencing issues with our North *************** and have been working on replacing them, however it is taking additional time to complete due to wait times for parts and mechanical equipment.  We have also experienced high demand for services, such as ************ which have caused longer wait times.  Please accept our sincere apologies for the disappointment you experienced during your stay. 
  
  Again,I thank you for taking the time to share your experience and concerns with us.  I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your comments have been reviewed and addressed. We hope you will give us another opportunity to create a better experience.
  
  Sincerely,
  
  
  
  
  ***************************
  Director of Hotel Operations

  Customer response

  08/23/2023

   
  Complaint: 20470405
  
  I am rejecting this response because: I feel the Hotel should refund the entire $272.48 that I still paid for the entire inconvenience of a weekend. When I book a vacation, its to enjoy my family time & have comfortable living quarters, which was not the case for this stay. If the hotel cannot operate because there are too many maintenance issues, then they should not book rooms until those issues are fixed. The hotel makes great money for mediocre service & thats unacceptable. 
  
  Sincerely,
  
  ********************* De Oca

  Business response

  08/23/2023

  Dear ****:

  We are very sorry to learn of your disappointment with our resolution to this matter.  Please understand that our policy is to credit for inconveniences, which was applied at checkout.
  

  Sincerely,

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

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked 5 rooms for 2 nights from july 22 til 24th *****. This hotel has health violations. The rooms were hot and no ac was working. Room ***** and *****. They advertise air conditioning, they did not emphasize in only selected rooms. For the health for all patrons should be taken seriously. In room 551 it also has bed bugs or ants. The Manager ********* would not help our situation. The property parking was inefficient for handicap van parking.

  Business response

  07/28/2023

  July 28, 2023
  
  
  
  ***********************
  ******************************************************; 85256
  
  Dear ************:
  
  We are in receipt of your letter to the Better Business Bureau regarding your recent visit to Harrahs 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 accept our sincere apologies for the disappointment you experienced with the room temperature.  As Im sure you are aware, Laughlin is experiencing record-breaking temperatures which can affect the temperature of the rooms during the heat of the day.  I was pleased to learn that our agent was able to refund the Resort Fees as an additional apology.
  
  We reviewed our records and were never informed that there were insects in the room, however I can assure you that we have a complete pest program, as does any major hotel like ours,with a company called Ecolab.  They serve our property as exterminators,and we have a very thorough program developed with them that holds our facility to a high standard that we expect for our guests.
  
  We are very sorry to learn that you were unable to locate a suitable handicap parking space for your van.  Please understand that Nevadas building codes requires us to have a minimum number of handicap spots in relationship to the number of rooms we have.  I can assure you that we exceed the number of minimum spots required by code.  We are also pleased, via our valet parking and bellmen staffs, to help any guest who needs assistance when they cannot locate a suitable handicap parking space.
  
  I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your comments have been reviewed and addressed. We hope you will give us another opportunity to be of service.
  
  Sincerely,
  
  
  
  
  ***************************
  Director of Hotel Operations

  Customer response

  07/28/2023

   
  Complaint: 20375225
  
  I am rejecting this response because:

  First, they are stating laughlins heat temperatures affected the rooms negatively. However, I purchased 5 rooms and only 2 were hot in which they refused to help in any way other than a refund. Was this heat only effecting there hotel because we have been to Laughlin many years in the past all during this season and never had an issue. Since check in time at 4 the room was humid hot. We gave the hotel the benefit of the doubt and hoped when the temperature went down the rooms would be suitable. This was not the case. We notified the front desk mutiple times through the night with no relief. Finally at close to midnight again we approached the front desk manager who firmly stated "there was nothing they could do". I feel at check in they should of mentioned there problems with there cooling system. I had to pay for a different hotel stay for the 2 rooms and had no problem. The next day we checked into another hotel next door and the rooms were delightful and cool. This trip was planned in advance for my grandmother's 93rd birthday. Since we had to leave, Harrahs hotel made it very unpleasant for our family. Yes, refunds were issued but this didnt make us less miserable from hunting for rooms in the middle of the night to sleep a few hours and check into a suitable hotel the next day. 

  And saying you had valet parking is rather rude since it is not a free service that comes with the hotel.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Reference: 220925-000255 Complaint sent 9/25/2022 I had two rooms at the ******** Casino in Laughlin on 9/15/ and 9/16/2022.The rooms were NT31036 and NT341040. The rooms were not clean. The curtains were dirty, rugs stained,(1040) had a leaking bathroom ceiling, bathrooms and hallways were moldy. Only one elevator was working. I complained when I checked out and was told why did I stay there. My answer was why did you put me there if you knew that tower was so bad and going to be renovated. I was credited with only no resort fee and no taxes on each room. One room paid the room fee(*****) with a credit card and the other was paid with my Caesars reward points(******). I sent a complaint letter on 9/25/22 and *******************************, the Director of Operations at ******** Laughlin responded on 10/12/2022 saying he would refund both room fees. He credited the room fee of ***** for NT1040 and said that he saw that room NT1036 had a zero balance. I responded back on 10/19/2022 and explained I used my cearsar reward points to pay my room charge on NT1036...I have been trying since then to get someone to refund my reward points or the equivalant of the ****** room charge which is what I was told would be done. I sent correspondence on 10/19/22, 11/27/22, 12/10/22, 12/27/22, 2/3/23, 02/10/23, 3/1/23, 3/25/23....On 2/8/2023 I was told by ******* that my claims was settled on 10/12/2022 and no further compensation would be provided. I was also told their records are only retained for 90 days and they can't help me any longer even after I kept responding way before the 90 days was over. I requested an answers again on 2/10/23, 3/10/23, 3/25/2023 and again no response advising them that the complaint was not resolved.. Everyone just keeps passing the ball and no one takes responsibility. The last response on 3/2/2023 puts it back in ******** court. I have not heard anything . Maybe you can get some where with this request. I did my part but I was subjected to an unsafe tower.

  Business response

  04/11/2023

  April 10, 2023
  
  
  
  *******************
  *********************************
  *******, **  10541
  
  Dear ************:
  
  Thank you for taking the time to write regarding your September 2022 visit to Harrahs Laughlin.  I was very sorry to learn of your disappointment, however I appreciated the time you took to share your disappointing experience so that I could use your comments to improve our services and refund your stay.
  
  Please accept our sincere apologies for our system error that prevented your Reward Credits from being credited back to your Caesars Rewards account.  Unfortunately, mistakes happen in all business, and I hope you will accept our sincere apologies for the inconvenience this has caused.  Im pleased to mention that we have completed a refunded of $198.30 to your account. 
  
  I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your comments have been reviewed and addressed. Your loyalty is truly appreciated, and we hope you will give us another opportunity to create a better experience during a future visit.
  
  Sincerely,
  
  
  
  
  ***************************
  Director of Hotel Operations

  Customer response

  04/12/2023

   
  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

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Stayed at Harrahs Laughlin between ***** to *****. During stay we were charged a daily pet fee which was not the same as the information we were provided previously and with that fee there was no designated area for pets to use the bathroom. All stores were closed in casino not following hours for basic hotel needs. We were stuck in the casino because of a flash flood and all food areas were shut down with no options to eat. The cafe allowed ordering from room but when we got the food we were told to exit through a way that was closed off and were not allowed entry back forcing us to go through the closed off puddle and getting soaked. Foods dont have dietary restrictions for 2 days I was unable to eat at the hotel because of lack of plant based or dairy free options. The staff was incredibly rude to us. One of which slamming the gate in our face as I walked up to the shop to ask if they sold hair ties. The hotel room had black inside the toilet and missing k**** on the door. The window has a river view that couldnt be seen because of the dark screen that was dirty and falling off the window. The mattress didnt have a fitted sheet on it so we had to use a blanket and the mattress has yellow stains on it. Regarding the ********** pretty sure the spaghetti served the pasta was undercooked and I swear the pasta sauce was Rag and the only thing in my plate.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This incident occured on 03/07/23 at around 6:00pm.I am a local Frequenter of the establishment as well as Tropicana. I book rooms quiet often.Arrived at the ********,Redeemed free play at rewards kiosk. as I walked to the electronic roulette table, I found a quarter on the ground slightly near the double deck blackjack table. Thinking nothing of it, I put it in my pocket and sat down. Was immediately swarmed by security which they claimed to just be doing an ID check. Was then told I needed to return whatever it was I picked up off the floor to it's owner. They mistaken it for a chip. I gave them the quarter($0.25) and was then kicked out of the casino and told I was trespassed. Was not able to retrieve my money I had inserted into the roulette machine(which was well over the $0.25 cents I was trespassed for. Was treated like a criminal, publicly humiliated as well as completely shown no respect for being a regular patron/guest. Was going to book a few nights stay as well which I was then not allowed. Literally over a quarter that I found on the ground, next to nobody, unaware it was an issue or not allowed. I loved ******** to be my favorite Casino. This has changed my mind.

  Business response

  03/22/2023

  Thank you for bringing this incident to our attention. After reviewing Mr. ********************* comments in addition to our security report and the surveillance coverage, we have determined **************** cashed out his ticket from our electronic roulette table and departed property with the ticket in his hand.   Harrahs Laughlin reserves the right to refuse service to anyone and we have chosen to end our relationship with *****************  He has been trespassed from our property in accordance with the ****** Revised Statute 207.200. 

  Customer response

  03/29/2023

   
  Complaint: 19555375
  
  I am rejecting this response because:

  I absolutely did not leave with it in my hand. I had worked a 12 hour day and sat down to play after only being there for 5 minutes and was immediately harassed by security. I did not cause a scene. I was in shock that it was even happening. I don't understand. I never am an issue there and I apologize for not understanding that I wasn't allowed to pick it up. I would never steal. I spend entirely to much money there to do so. I returned the quarter to security and when I talked to security they admitted to me word for word that they knew I didn't cash my money out because " I stormed out too quickly" i cashed out the second voucher the next day but not the first day. I won't hold a grudge if allowed back. I just really want to be allowed back to the casino. Like 
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The first one, I don't know if it's a fire hazard or not but only one elevator was working for the entire tower, second we stayed in rooms XXXXX and XXXXX both rooms on our final night there we found bed bugs, my brother killed what looked like a flee on his leg. Because of the wait times for the elevators and we ended up having to use the stairs to come down with our luggage I did the mistake of not waiting in line to complain to them about the bed bugs instead I just used the kiosk and tried to get a refund the next day through ******** who called them but they denied the refund) I don't feel like this would place is safe or sanitary to stay in and so I'm here to see if you can help or at least send some health inspectors to these rooms make sure they're been properly cleaned.

  Business response

  09/21/2022

  Business Response /* (1000, 5, 2022/09/07) */ Contact Name and Title: Tami D**** Contact Phone: *********** Contact Email: td****@harrahs.com September 7, 2022 ****************************************************** Dear Mr. ****: Thank you for taking the time to write 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. Thank you for allowing us the opportunity. Please accept our sincere apologies for the disappointment and inconvenience you experienced with our elevators. Unfortunately, we had several elevator malfunctions during your stay, and while they have been resolved, we understand that this affected our valued guests. Our Security Officers responded quickly to assist guests by helping them access our service elevators and stairwells. Our Front Desk staff was moving guests to other towers; however, with high occupancy levels we were unable to move all of our valued guests. Please be assured that we have TK Elevator Company on property, constantly monitoring our elevators to ensure that they are all in working order, however there are times when unexpected maintenance issues arise. I am also pleased to mention that we are in the process of replacing all North Tower elevators with the first set of elevator modernizations starting in December. I am very sorry to learn that you encountered insects in the rooms. Please be assured that we have a complete program, as does any major hotel like ours, with a company called ******. They serve as our property exterminators, and we have a very thorough program developed with them that holds our facility to a high standard that we expect for our guests and staff. We appreciate the time you took to bring this to our attention. I am pleased to mention that ****** inspected these rooms and found that they were both negative for bed bugs. As an additional apology, we have requested Expedia to credit both reservations in full. You should see this refund within the next two billing cycles, however if you should not receive the credits, please contact Tami D****, Risk Specialist at Harrah's Laughlin at ************ who would be pleased to be of assistance in resolving this billing issue. Again, I thank you for taking the time to share your experience and concerns. I hope that you will take some comfort in knowing that all customer comments are taken seriously, and that your concerns have been reviewed and addressed. We hope you will give us another opportunity to create a better experience. Sincerely, Rodney T***** Sr. VP and General Manager

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