Harrah's Metropolis — Attraction in Metropolis

I recently stayed at Harrah’s Metropolis Casino Hotel from July 5 to July 7, 2024, and it was one of the worst travel experiences I’ve ever had.

On the morning of July 7th, around 5:30 am, my fiancé was locked out of our room without any prior warning. After some late-night gaming in the casino, I left to get breakfast in Paducah while my fiancé returned to our room. Neither of our keys worked, and upon approaching the front desk, she was informed that our keys had been deactivated due to the lack of a payment method on file. She attempted to settle the outstanding balance in cash but was told that cash payments were not accepted and that a card was required.

When I called the hotel, I was given the same explanation by the night supervisor, who was extremely unhelpful and condescending. Despite my confirmation that I had provided a credit card, I was told that the system had failed to authorize it, and I needed to physically swipe my card again. This left my fiancé stranded without access to our room at 5:30 am, causing unnecessary hardship.

Upon reviewing my folio, I found several unauthorized charges. The night supervisor initially refused to explain these charges and later provided explanations that were neither logical nor valid. For instance, I was charged for an early check-in despite arriving late on July 5th and having called ahead to inform the hotel of my late arrival. Additionally, I was charged for a movie package that I could not use due to being locked out of my room.

I have spent a substantial amount of money with Caesars over the last year and am deeply disappointed by the pettiness over such small amounts. The implication that I would abscond over a trivial sum is insulting, and punishing my fiancé further adds insult to injury. My issue is not about the money, as I spent a significant amount on food and gaming this weekend alone, but about the principle and the treatment we received.

If Caesars and Harrah’s want to keep my business and respect, I expect full reimbursement for all monies spent this weekend at the hotel and appropriate compensation for our ruined holiday trip and my fiancé’s birthday.

As a Diamond Plus member of Caesars Rewards and a Sapphire level member with Boyd Gaming, I had planned to extend our stay but will instead be heading to Ameristar, where the treatment is more professional and the facilities and accommodations are much classier.

Overall, this experience left a profoundly negative impression, and I cannot recommend Harrah’s Metropolis Casino Hotel to anyone looking for a respectful and...

While I would stop by to visit the casino again, I will never be staying the night here again. If you’re a light sleeper, this is NOT the place for you.

PROS -The blackout curtains in the rooms are the best I’ve encountered anywhere. Room was pitch black with no light sneaking through! -The casino itself was very clean and well maintained. There was a nice variety of slot machines (modern and classic). -Wearing of masks was enforced which made me more comfortable being in such a public place. -Bar was very reasonably priced with a nice selection and the bartenders were GREAT! Very friendly and attentive.

CONS -The walls are paper thin. You can hear EVERYTHING, including conversations from neighboring rooms -Carpets and windows (primarily in the public areas) are absolutely filthy. We stayed in a river view room and while it would have been a pretty view, the dirt and dead bugs on the windows distracted from it. Decor was very outdated. Loose hairs not belonging to me or my husband were on the floor of our bathroom. -Trash (bagged) in the public hallway just sat there in stacked piles during our stay as the trash can was full. -The room had a heavy artificial “fresh” smell to it, attempting to hide smoke smells from the smoking rooms, perhaps? -With this being a pet friendly hotel, noise from barking dogs is easily heard in adjacent rooms. -Despite there being no amenities, booking through a third party (in my case, through my work) is subject to a $15 resort fee. Not sure what that is going to when there is nothing to do other than the casino. -We knew gambling hours were adjusted due to COVID. However, upon check-in, we received notice the casino would close at 1AM for a system update. It would have been nice to know this prior to us checking in to allow us the chance to decide whether that would affect us wanting to stay there.

AREAS TO NOTE -Due to COVID, restaurant/casino hours have been reduced. This left us with limited food options. Not a huge deal - just something to expect when you visit due to the effects of the Pandemic. -At check-out, I was encouraged to call down to the front desk if there are noise issues in the future. While this is reasonable, the noises I heard (with the exception of the dog barking) were not unreasonable, such as women in a neighboring room chatting at 7AM. The walls are just too thin to block out noise. -The bridge behind the casino is an active train route. We did hear a train whistle sound several times around 8AM. Trains did not sound throughout the...

They have new slot games that I haven't seen at other casino's and that's always interesting, yet they have the favorites that most casino's have as well. They are friendly and helpful and everything is clean as much as can be expected when they get overrun by a huge crowd. They have been doing quite a few renovations and making the place very nice. There are some areas of concern in my opinion. This is all about the casino floor, I have no idea of the hotel. They have all table games in the middle of the casino and you have to walk around a long oblong set of tables to get to the outside smoking area, unless you go out the front and down 15 or so stairs or a long ramp. They do have very nice heat lamps for the smoking area's. I'm disabled so that is troublesome. They have 2 bars but close them fairly early due to Illinois alcohol regulations. They serve til 3am but then have no drink stations for patrons to get there own drinks. They will get you non alcoholic drinks if you go to the center bar and have a cocktail server, most of the time. They close every morning at 6am for a 2 hour clean and turnaround. I find that off putting as there are no days they are open 24 hours. If you're staying there and having a good time overnight, you're done at 5:45am or in my case travel 55 miles and only occasionally, then plan accordingly. I haven't tried the restaurants or buffet and when I asked several guards and floor staff about them, no one was very well informed. I plan on putting that on my survey should I get one. They are making hours of restaurant changes as of Feb 1st, 2019. Call and speak with them, as the phone staff are well informed. I'm aware they have rules and regulations to follow, just seems poorly ran and a poor sound system for the guest to hear announcements. Hopefully, some of this is part of their new renovations. No one could really tell me that information either?!?!? Fun as far as a quick outing and close enough for me, but wouldn't pick this as a fun destination for a weekend gambling trip. The one restaurant doesn't open til 7 am, so you can't even go eat while they do their cleaning turn around. Accommodations don't feel planned for the patrons. They are...