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Business Profile

Hotels

Caesars Virginia, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/18/2025

    Type:Customer Service Issues
    Status:
    Unresolved
    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 2/13/2025, I asked my Host if he was working to see if he could book me a room on 2/14/2025 for one night. He responded said he would do it the next morning. I had already booked the room before he responded. I called back and canceled my room due to a close friends Grandmother passing. I called the ************ number, the person online said the reservation was canceled. On 2/16/2025, I discovered my reward credits were reduced. After that I called my Host, ***** *******, he finally gave me a reason 4 hours later stating it was for the reservation I canceled. The young lady I spoke to on 2/13/2025, stated to me my reservation was canceled, there would be no charges. I spoke to ***** *******, he didn't care. On 2/17/2025, I called to the Caesars Virginia over 20x, I was hung up on everytime. Mr. *******, knew of my trip and knew I was saving my reward credits. I feel this is a malicious act. I tried contacting ******* over 20x on 2/17_2025. He never responded. I emailed the President *** ****, and ***** ******** of Caesars VA..no one responded. I'm requesting all of my reward credits to be refunded back. The reservation I made for 2/14-2/15 was canceled on time. The reservation ******* shouldn't have been made, I didn't ask for a 2 day reservation. Any out of pocket expenses, I have to pay 2/20 - 2/23 at ******** Casino in ******** **, should be refunded back to me. I attached the emails and screenshot of the messages to all parties listed in this complaint Thank you

    Business Response

    Date: 02/25/2025

    Ms. ***** is a valued and loyal Seven Stars guest of Caesars and as such, we strive to create a positive and memorable experience each time she visits our property.  Unfortunately, in this instance, Ms. ***** had reservations for two hotel rooms and canceled only one of them.  Therefore, points were deducted from her loyalty account in accordance with the terms and conditions of the Caesars Rewards program and hotel policy.  Ms. *****’s reservation was for Valentine’s Day weekend, one of our busiest, and her failure to cancel meant that Caesars had no ability to fill that room with another guest.  This was Ms. *****'s fifth no-show or late cancellation since December 23, 2024.

    Customer Answer

    Date: 02/25/2025

    I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ******* *****First of all, I'm not a seven star member even though I should be, that's another BBB complaint which is coming soon.As shown per the screenshots and conversation with ***** *******. He stated the wasn't working and would reserve a room on 2/14, when he returned to work. In the meantime I had booked a room on 2/13/2025, and sent a copy of the reserved room to ***** *******. I called and canceled the reservation # ***** (I made), due to death in my family.On 2/14/2025, ***** ******* made a reservation #***** for 2/14/2025 to 2/16/2025, after I canceled reservation *****. ******* made the reservation after I.told him I had canceled. Also another reservation *****, was made by Casper the friendly ghost for 2/21/2025 - 2-22/2025. I didn't authorize any of the reservations made under my Rewards Number ***********, but one that's reservation *****. When I canceled, I spoke to some on the phone number *** *** **** on 02/13/2025 @ appromixately 11: 15pm. 8 minutes after it was made. (See attached screenshots)ALSO, even when asking ******* about a room, I requested a double room for a night. Never did I request a room for 2 days (see attached screenshots)THE QUESTION IS WHY DID MR. *******,go behind me and make another reservation, after I canceled the reservation, myself 8 minutes after making. Why did he make a reservation for 2 days? Was Mr. *******, being malicious due to him know I was going to ******* Casino for 3 days and needed my reward credits, as I told him. Was he being malicious due to me going to a Casino, he's in competition with. Is he being malicious because I've asked for 6 months now to get a new Host, due to him not doing his job.I request all my reward points 147000 from the reservation made for 2/14/202 be refunded. I also told him of the death in my family., 

    Business Response

    Date: 03/08/2025

    Thank you for providing us with an opportunity to respond to Ms. *****’s latest submission.  Caesars Virginia disagrees with the content of her submission and respectfully declines her request to provide her with Caesars Rewards points.

    Customer Answer

    Date: 03/12/2025

    I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ******* ***** I do not agree with the decision Caesars Virginia made, all of the evidence has been presented. As I stated I canceled the reservation I made within minutes, the unexperienced host went behind me and book a 2 day stay at the hotel after I canceled the one I made. As I've stated this was a malicious act by ***** *******,  the Host.Since this complaint I've been to another Caesars Casino, they looked at the issue and stated the Host is at fault, and the host should of refunded my points because that's what they normally due. I spoke to a Gaming Inspector and he stated the same.this is a revolving door, this complaint is returning to th same person.  The only thing they did was remove the host. ***** ******* should be fired for doing things like this. I want my reward credits. I earned them I spent a great deal of money for them while playing. Caesars Virginia, need to admit their staff is new, unexperienced, and does a poor job at resolving customer service issues. When yoIm requesting my reward credits be refunded. 

Caesars Virginia, LLC is NOT a BBB Accredited Business.

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