Customer ReviewsforHarrah'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

I was there with my husband and son for Willie Nelson concert. We left the concert at 9:10PM because we didn't want to stay out too late since we had plans the next day in town. We headed to the front door of Harrah's and proceeded to wait for the uber/lyft drivers to confirm our ride. I kept getting cancelled so my husband asked the valet staff to see what can be done, they told us to wait in the taxi line instead because there's TRAFFIC trying to get into the property's valet area. WE WAITED IN THE TAXI LINE FOR OVER 2.5 HOURS. While I waited in line, my husband tried several times to ask the valey for help and of course, nothing. My husband then proceeded to approach the front desk and hoping for their assistance in speeding the process along and they also shrugged their shoulder and told us this is just the way it is. DON'T EVER go to a concert here unless you're staying there for drove on your own. THIS IS UNACCEPTABLE. What a big corporation and still haven't figured this out with the city? Shame on you guys.

After the director of hotel operations reply, I am more than ever disappointed. Not a single person offered a shuttle for us. To say high demand for taxi or transportation during that time is unacceptable. There were no cars entering the property and he also stated that the hotel team was helping? We approached multiple valet team members multiple times that night of Willie Nelson and once at the hotel front desk team and not a single person offered their assistance. All I'm asking is to acknowledge the problem and offer a better solution, not make false accusations of what did occur that night because the fact is, I was there director, you were no where near the problem.

Mary 10, 2024 Dear Natasha *******: Thank you for taking the time to write regarding your recent visit to Harrah’s Laughlin. We are very sorry to learn of your disappointment with transportation after our Willie Nelson concert. Please understand that concerts can cause long wait times with transportation when leaving or arriving our property. Our staff are always happy to be of assistance during and after concerts, however they are unable to resolve issues with transportation due to the high volume of patrons seeking transportation off property. I’m pleased to mention that we did offer free bus transportation to and from our sister property, Tropicana and the Edgewater and Aquarius were running shuttles as well. Most of our guests stay at our property, however several other patrons will arrive from other properties utilizing various transportation options. Like any large venue, this can cause long wait times. We hope you will give us another opportunity to be of service. Sincerely, Richard ****** Director of Hotel Operations

My husband recently stayed at Harrah's Laughlin with a large group of golfers from Canada. November 12to November 17th. (Room SF 10413). The first night of his stay he slept on one side of the bed. The next night, he decided to sleep on the other side of the bed, He felt something at the bottom of his feet - a bag of "goddies - tea, water, snacks" - not his. He went downstairs to reception to say he was not happy as the sheets had not been changed when the previous guests left Room 10413! GROSS, or what? One of the maids came up to change the sheets at 10:00 p.m. Needless to say, this is NOT ACCEPTABLE. Upon registering at Harrah's they asked him if he wanted maid service every day. He said, "No, just clean towels every day" - again, this did not happen. I would expect Harrah's will refund his money for this unacceptable visit to Laughlin, please do not stay at this hotel. And, by looking at the reviews, I'm surprised his hotel is still operating....... PLEASE REFUND OUR MONEY FOR THIS UNACCEPTABLE HOTEL.

December 7, 2023
Kathy ** *****
*** *********** *** SE
*******, AB  *** ***

Dear Ms. ** *****:

Thank you for taking the time to write regarding your recent visit to Harrah’s Laughlin.  I was very sorry to learn of your disappointment, however I appreciated the time you took to share your experience.

I’m very sorry to learn about the condition of your room.  I noticed that this was reported at the time of your visit, however our Front Desk agent only refunded the Resort Fee.  Please be assured that we have dealt with the housekeeper responsible for servicing your room in an appropriate manner to ensure that this type of disappointment doesn’t happen to any of our valued guests, such as you. 

Again, I truly appreciate the time you took to share your concerns because it does help us to identify areas that need improvement.  I have refunded $80.96 back to your credit card on file and have requested that ******* issue a complete refund as well.

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 during a future visit.

Sincerely,
Richard ******
Director of Hotel Operations

As of January 1, 2024 no refund has been applied to the credit card. Could you please advise when this refund will be received? Thank you. Kathy

Worst experience ever! Do not stay here and why are they still in business?! There were so many safety issues. Most of the elevators did not work in north tower, so to get up and down to your room you had to stand in a long line. When you get an elevator it was jam packed. In the south tower there was a ceiling leak and it smelled, when we contacted front desk they said there's nothing they can do. We booked for the weekend but left the next day. My sister had to go down 14 floors with her 2 young kids with luggage cause she couldn't get an elevator down. Guest should have been informed about this prior to booking. The staff told me the elevators have been down for 8 months! My room was filthy, we found someone's shirt and the sink looked like someone threw up in it. We booked at Harrah because we stayed at other Harrahs locations and never had an issue. They should be investigated for the safety and cleaniness issues, ADA compliance and poor working conditions for their staff.

September 9, 2023

Dear Sakara ****:

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. 

We are aware of the delays with our North Tower elevators and have been working on replacing them, unfortunately 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. 

I’m very sorry for the disappointment you experienced with the ceiling leak in our North Tower lobby area.  Unfortunately, such as at a residence, unexpected maintenance is required without warning at hotels as well.  Please be assured that our facilities team has been working to resolve the issue.

Please accept our sincere apologies for the disappointment you experience with your room.  Please be assured that your comfort is very important and if you should experience an issue with your room during a future visit, please don’t hesitate to contact a Guest Service Manager at the Front Desk.  Unfortunately, we were unable to locate your reservation so that we can counsel our housekeeper.

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,




Richard Leivas
Director of Hotel Operations

Being that Harrahs is part of Caesars Entertainment, I am hugely disappointed with how dirty the rooms are. Is there not a standard that has to be met? My family and I stayed at Harrahs a weekend in May 2023 and was absolutely disgusted how dirty the rooms were. The countertops were not even wiped because there was strands of black hair, hair on the bathroom floor, carpet, plastic cups, etc. The remote controller had caked on dirt, dog hair on the bedcovers… the list goes on? When we called to have our room vacuumed and floor cleaned, the housekeeper didn’t fulfill the request so I had to call again and the staff came up with a vacuum and broom but the floor was still disgusting…. The floors need to be shampooed because I don’t think they have ever been, baseboards are caked with dirt…. How is this sanitary? Is this Caesar’s Entertainment standards? When you complain about the filth, no one cares. When you complain about not receiving housekeeping, no one cares and no one came to clean our room the entire stay nor when we complained about it. I will definitely be taking my business elsewhere and not be gambling at any Caesars related casinos.

May 23, 2023 Maria ******* ** ********** Road *******, NY *****  Dear Ms. *******: Thank you for taking the time to write 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. Thank you for allowing us that opportunity. Please accept my sincere apologies for the disappointment you experienced with the condition of your room. Please be assured that your comfort is very important to us. We researched our records of your stay and unfortunately could not find any complaints or calls to housekeeping. Please be assured that if we would have known about your disappointment with the room, we would have be pleased to moved you to another room to resolve the 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 comments have been reviewed and addressed. We hope you will give us another opportunity to create a better experience. Sincerely, Richard Leivas Director of Hotel Operations

The Beach music is so loud you can't Evan have a conversation, music often has the f word , complained to management went nowhere.And they wonder way the Riverside casino is doing twice there business

Our beach music is adequate so that everyone on the beach can enjoy the music and we would never offer inappropriate music anywhere on our property. This is actually the first and only complaint that we have received regarding our beach music. Our music is one of the reason our beach has become so popular. After reviewing our reservations, we could not locate this individual as a guest, which is a requirement to enjoy our beach and pools.

THE P R person that responded has never read the yelp page regarding offensive music . And has not been to the property in Laughlin

We review Trip Advisor, Booking and Expedia comments from guests as well as comment our guests share during their visit. As mentioned, we do not have a record of the guest staying at our property and we have always receive great comments regarding our beach and music. In looking at Yelp recently, we were unable to locate disappointing comments regarding beach music.