Horseshoe Hotels And Casinos
Reviews and Complaints

Upon checking in a request was made for additional pillows due to knee injury

After four calls to housekeeping the request was never filled.

Wife had a very unpleasant night Next morning I went to Diamond club to complain. Pillows were there after 2pm that day

Housekeeping only made bed. No removal of trash

Tolit paper holder broken never repaired

Use towels were hung on shower by us never replaced or moved

Ash trays never cleaned

I was robbed at your casino in southern indiana and told immediatly after the incident tbat i eould be reembursed but instead im still waiting for t he money that was stolen from mei need some one to contact me today this happened easter sunday

Still haven't done anything about me being robbed inside there high limit room.ive called sevdrL times and been treated like I'm a criminal does a yo e know a good lawyer

I have spent ton of money there for years and the comp are a joke, and have never won over 1000 bucks,this year spent over 20,000 this year now i'm pissed yeah because it's about fun and the joy of winning they know how much you spend and for me never have won over 1,000 is very bad

I was comped 2 nites and payed for the 3rd nite. I payed 135.55 45$ was n resort fees.

3 nites of resort fees payed for in cash. When i got my deposit back they kept 30$ of it for resort fees.

I have not stayed nor will I ever stay at any Ceasers property while that "resort fee" nonsense is in effect. I stay at Margaritaville, or Eldorado, where a comp room is still a comp room, and no resort fee.

And I play where I stay.

Corporate's response to my complaint: "our customers have asked for it". Nope, they did not.

I booked a 2 night stay, April 19-21 ****, at the Horseshoe Bossier City on April 17 2017. I used the TOTAL REWARDS website and selected a King non-smoking room.

I received an email confirmation of my purchase of the King room on said days. When I arrived on the 19th the Horseshoe desk clerk said she had me for a 2 night stay in a QUEEN ROOM. I told that was not correct and I had booked a King. She told me I DID NOT select preference on the website.

I told her I had and showed her my email receipt on my phone. She got the manager from another room. I was embarrassed and angered when the manager spoke down to me, in front of other guest checking in, as she explained to me that I reserved a "ROOM" and the Horseshoe would choose what type of room I would get according to availability. I told her that I have booked and stayed at this Hotel several times a year over the last 12-15 years and had never had a problem getting the room I booked.

She then asked me WHEN I had made my reservation, not sure why that would matter, I told her 2 days prior to my arrival. She then made up unwritten rules that I should have followed. She told me that even though I booked the hotel online I should always call to confirm that the reservation was recorded with my room preference. REALLY?

THIS IS NOT POLICY!! After her failed attempt to make me feel at fault for their short comings, she admitted that my King room was probably given to a higher rated gambler that had decided to stay longer than his initial reservation. NOW I HAVE NOT ONLY BEEN ACCUSED OF NOT KNOWING UNKOWN AND MADE UP POLICY I AM ALSO MADE AWARE THAT MY STATUS WAS NOT GOOD ENOUGH TO HOLD A RESERVATION AT A 4 STAR HOTEL. It goes down hill from here.

Her attitude went from condescending to arrogantly rude. She said there were no Kings left and asked if I wanted the Queen. I asked her what choice did I have? SHE SAID I COULD DENY THE OFFER.

I confirmed her statement and told her I did not drive 3 hours to turn around and go back home. As she was finishing the details on her computer I asked her if she would at least waive the "resort fee" for the 2 nights as a small token of accommodation for giving my room away. "I WILL NOT". She never apologized for giving my room away.

She didn't offer to move us into the King room the second night. She knew nothing about customer service and should not be in a position to deal with people. I tried to call customer service the next day to complain on all that had happened. The Hotel operator was very sympathetic to my plight and did apologize for what had happened and told me she would put me through to customer service.

I left a message with customer service and here it is 3 days later and have not received a return phone call. Great customer service, WOW.