Horseshoe Black Hawk - A Caesars Rewards Destination — Hotel in Black Hawk

We were really looking forward to our stay at Horseshoe it was our first trip to Colorado, and for the first two nights, everything went well. The room was clean, the location was convenient, and we were able to rest after long days of exploring the rocky mountains, hot springs, and watching a concert at Red Rocks! But our final night completely wrecked the experience.||||Starting at Monday 11:30 PM and possibly lasting well beyond our departure moment we gave up and left at 7:45 AM just to escape it the guests in the room next to us blasted music, screamed, cursed, and made loud, violent banging noises all night long. It wasn’t a minor disturbance. It felt like we were trapped in a club or worse, next to people actively trashing their room. They were clearly drunk, possibly on drugs, and had zero regard for anyone around them.||||My niece and I called the front desk SIX times throughout the night 2:00, 2:30, 3:00, 4:00, 5:00, and 6:00 AM. Each time we hoped something would be done. Security came twice. The front desk called them. But every time the noise dipped for a few minutes, it spiked again, louder than before. They didn’t care. And honestly, neither did the hotel or at least that’s how it felt.||||We were left with one hour of sleep before our flight home. Just one. After eight hours of begging for help, nothing changed. The loud guests faced no real consequence. They weren’t kicked out. They weren’t fined. They got to party through the night while the rest of us suffered. That’s unacceptable.||||We left angry, exhausted, and deeply disappointed. I’ve stayed at other Caesars properties and have never experienced this kind of neglect. There needs to be a real, enforced policy for extreme disturbances. Guests who ignore multiple warnings should face serious action whether that’s a fine or immediate removal. Anything less sends the message that this kind of behavior is tolerated.||||As someone who works in behavior change with people and companies, I can tell you this: when bad behavior goes unchecked, it only gets worse. That’s exactly what happened here. The hotel didn’t just fail to stop it, it enabled it. ||||This isn’t just about our room. I saw other guests stepping out into the hallway in the middle of the night, looking miserable, trying to escape the noise. People may not always complain, but that doesn’t mean they’re okay with it. We spoke up repeatedly, and even then, nothing changed.||||I’m giving this stay a 2 out of 10 and the only reason it’s not a 0 is because the first two nights were fine. But what happened on the last night was so bad, it erased any good feelings we had about the place. Horseshoe failed us and everyone else on that floor.||||Fix this. No guest should ever have to go through what we did especially those who work so hard to take PTO to enjoy their trip and rest.||||I have video evidence to show you how extremely loud it was from my bed, and room and did a video where it showed what time it was. If I could add the video, I would, but it only allows photos. Find me on yelp I will also be posting there. ||||I am sure they had the best night and morning of their lives that they will return to your establishment because they know you guys will allow their behaviors regardless of how loud they were. The behavior was maintained due to lack of extinction and absence of appropriate consequences, effectively reinforcing the disruptive behavior by default. ||||If you stay here and end up next to loud guests, don’t expect any help. File a noise complaint all you want you’ll still be in for a sleepless...

We stayed September 21, 2025 for my birthday.

The sports restaurant was out of a lot of food, and the Chicken wings were the worst we have ever had. They brought my boyfriends food and then said they were out of what i chose. They were out of steak, pot pie, ribs, and a few other items. Whatever, we let that go.

The room was beautiful but in the morning when showering there was little pressure and no hot or warm water. The shower door didn't even steam up, and the handle was loose. We woke up around 10:30 check out is 11. So there was no time to call down. When checking out the man at the desk said he couldn't help us and since we already paid there was nothing he could do, but he would send maintenance up to go look at it. That didnt help us as we really didnt have a proper shower. We basically had a $400 sink shower. I have had better showers in the DR and Mexico. It was my birthday and we had plans so we had to go.

I called in the next day. Someone said they created a ticket and elevated it so someone would call me in about 2 days. After 5 days (9.27.25) no one called, so I called back. I was told the ticket was never elevated so they re-sent it and said someone would call me back in 1 to 2 days. I waited another 6 days (10.3.25) and still no call, so I called a 3rd time. They said the ticket had been sent and they were waiting for a response.

At this point I asked for someone to speak to directly at the hotel as this was going no where. I was given the hotel number and told to try and call them and let them know I had a ticket already, and to ask for the manager. When I called I was told they had no managment at the moment. They only have an assistant manager who is doing everything (Neal). He was out but they gave me a time to call back the same day. When I called back to speak with the Neal he said the room was under my boyfriends name and that is why the escalation had not been taken care of, and that he did get it (My name was also on the room. They had my name, email and number and all of that for my boyfriend as well. Not sure why no one could "reach out" if they were confused to any of the 4 points of contact. I also let them know every time I called it was under his name). I told Neal the issue with the room, and he said he would call back later that day. He had to get with maintenance to see what they had to say. I let Neal know I had a video if he would like to see I could send it. He said that wouldn't help. He had to get with maintenance. He also said during peak hrs water pressure would be less. I understand water pressure being less but the handle was loose and I am sure maintenance had to fix it and how does that explain no hot or warm water. I am sure since we stayed in that room they have had to fix it.

Still to this day a month later October 21, 2025 I have not been called back feom anyone including Neal. If you stay here check the water pressure before you settle in I guess. The lack of communication is something I have never experienced at a hotel before and the fact we spent $400 and didn't even get a shower is ridiculous. No call back after multiple attempts. No offer for a credit for another night, or part of a refund of some sort or something.... They really don't care. All...

Gave them 1star because i had to....Parking lot still trashed and dingy from the Isle days so bad look right off the bat. Checked in at 3pm and even though rooms were available we had to pay an extra fee to check in early. There's no gym or pool to speak of here but they still charge a bunch of resort fees for nothing. Rooms slightly updated from when it was the Isle hotel but still crappy. Toilet chain kept disconnecting, I took a nickel to screw in the toilet seat that was at a 90 degree angle, and the sink smelled like sewer and the stopper was disconnected. Tried to open up the 1970s style crank windows that were clearly not updated from the Isle days, and the crank handle fell off. There were air gaps in the window and lots of daylight in the door letting you hear everything out and inside. Went down to get a drink and calm down and some tall lady that should've been tending an empty bar was off talking to the waitresses. When I finally got her attention she was very rude when asked a question about a drink. Went to sleep and the bathroom (which has no fan) lights kept going off on their own waking us up. The next morning we tried to make coffee using their maker and it kept screwing up the pods causing the grounds to spill over into the cups. Tried to put sodas in the fridge and it fell over as it wasn't balanced. Went for breakfast and the elevator lobby trash cans were overflowing. Tried to get breakfast and the website had hours posted open at 11. Went down at 11:30 and they said no more breakfast and that they open and close for breakfast 8-11, which we later found was wrong because it's 9-11. Next day tried to find the link or phone# to order breakfast (at the right time) and nothing was available. Googled their posted # for the restaurant and some lady with loud music by Paula Abdul blasting in the background for some reason answered and couldn't find the restaurant # for over 10 minutes. She finally said she would connect me and then hung up. Called the front desk from the room phone and a guy told me to of course go to their website. Went to Starbucks instead, and elevator lobby trash still overflowing. I probably forgot something and you're probably thinking why didn't I say something or ask for a different room etc....it's because I was really looking forward to seeing if backed by Caesars, if they would really fix this place up from the Isle or just put lipstick on a pig....it was definitely the latter....and I wanted to see how far this would go.....Oh perfect....the cleaning lady just tried to come in our room and we had to tell her that we paid extra to check out late at 1:00 pm.....she che ked her list and said sorry I didn't know, even though the front desk confirmed we would get that upon checking in..hahhaha couldn't have been more par for the course. This place still sucks, it's dead and the staff sucks too. The single bright spot was a lady named Ashley at the BrewBros bar and restaurant that was working hard and very nice to us. Stay at the Monarch next door, much nicer, cleaner, friendly, lively and they actually have amenities that they charge for. So disappointed as a Caesars reward member. Never...