Horseshoe Bossier City - A Caesars Rewards Destination — Hotel in Bossier City

Let's start off by saying that I was very excited about this location because of the photos and I'm very familiar with these properties. I chose this hotel because I wanted to have a comfortable and elegant stay from afar for a very special occasion I was celebrating. However, my experience was completely ruined by not having the shower properly working. After traveling for over 8+ hours it was very upsetting coming to an old, outdated, non functioning room. Mind you it was very cold outside and yet the heater in the shower was not working. The heater in the room worked just fine. I attempted to contact the concierge that texted you for any additional services needed and they never responded back. I also called the front desk multiple times and they finally sent up a mechanic to take a look at the bathroom shower around 10pm. The mechanic was very nice and confirmed I should be moved to another room and that there was an issue with the water heater and they were going to look into it more. I spoke to the front desk and they said they were booked out (so it was my fault). After that the mechanic disappeared and no one followed up with me. I couldn't take a shower!!!

The next day I asked to talk to the manager and the front desk personnel just went to the back to talk to the manager and came back just to say "sorry". I then asked if I could actually speak to the manager because it's a little ridiculous at this point. So Terron comes out and I explained to him the entire situation but he wasn't really accommodating other than offering to waive the resort deposit. I wanted a full refund because I decided I wanted to leave the hotel and check out at this point due to the poor conditions and overall treatment. Since I booked through a 3rd party he explained how I needed to contact them for a booking amendment request and the hotel and 3rd party would honor the full refund. He wasn't that friendly but he wasn't rude. I could just tell he didn't care to have a conversation with customers in general And I was confused on why he was in this industry to begin with. He said that's all I needed to do so later I then reach out to the third party and they told me I need to upload a document from the hotel due to their policy saying that I checked out early And they will refund me.. So I called the hotel to ask for such a document and they said that their policy is only to do a refund or a Booking amendment via phone only. I was sent the runaround for over a week. That's emailing the third party or calling the hotel asking to speak to a manager to help me with this issue...and Torrance has actively been avoiding me. I've talked to other supervisors but they told me the same thing as far as Horseshoes policy and not providing me the documentation that I need for a refund. I just need someone to facilitate this because I can't do it on my own. At this point the hotel has blocked my number somehow when I tried calling to talk to a manager about the status of the booking amendment.....which I don't even think is legal for them to do that. I was just trying to get this refund resolved because the hotel and the third party don't want to talk to each other! The responsibility has somehow fallen on me the customer meanwhile I have to suffer because customer service is extinct. It's literally unbelievable. On a positive note the staff was great in the casino, The security guards were super nice, the restaurant servers and even the mechanic. But the management??? They have very poor customer service skills. And the front desk had attitudes 100% for no reason. I made sure I talked to everyone I encountered with respect and yet I was still greeted with an attitude from the front desk specifically. They didn't even apologize for the main reason which was the poor condition of the room. I would never recommend this place to at least stay. Play and eat...

Update: December 30, 2023 - The room wasn't clean, and the overall tidiness was lacking – even finding hair and grime in the bathtub. The small lotion container in the room had already been used by the previous occupant.

My plans to visit the casino hit a roadblock when I realized I had left my ID at home. Regrettably, the staff was not cooperative in finding a solution, and I was denied entry to the casino. The encounter was made even more frustrating by the discourteous behavior of two staff members.

Despite being 38 and obviously within the age range as I look my age, I faced issues due to a policy that required ID for those who appear under 35. Despite offering alternatives such as showing a picture of my ID or video chatting with my 14 and 12-year-olds who had my ID to verify, the staff remained unhelpful and indifferent.

Adding to the disappointment, the amount I paid for a room with two queen beds in a non-smoking area did not match the reality. I ended up with a room featuring two full beds in a smoking section. Sharing a common door with a neighboring room where guests smoked throughout the stay made the situation even more frustrating. When we left all of our items smelled like smoke.

Friends of ours paid for a room with a king bed but did not get it and were not told when they checked in.

Our experience was marked by issues with cleanliness, unhelpful staff, and a significant gap between the promised and actual accommodations. It's disheartening to pay a premium for a stay that falls so far below expectations.

Out of our group of 20, only 1 walked away with any winnings. Bad chances.

It had been a while since we stayed here. Was hoping it would be better but we were greatly disappointed.

January 15, 2019 - Most of our stays are wonderful but this one was awful. And it was mostly because of the dirty room... Stayed with a large group, reserved months in advance,and they put us all on separate floors saying that they were all booked up (although the hotel/casino wasn't busy AT ALL. Then when my husband and I got in our room we noticed the toilet was filled with urine and toilet paper, trash on the ground and in the trash cans in the bathroom, dirty rag on the counter and the bar of soap had been used and bathroom floors definitely not swept (items and small piles of dust lating around). Come to find out, the toilet was broken (but easily fixed so what must have happened is they put someone else in that room (Who used the bathroom and complained and then got moved out of the room but the room was never checked to be cleaned and the toilet never fixed before re-assigning this room to us. No hot water - we didn't notice this one till we went back to our room from the casino (about 5:30am). Bathtub definitely had not been cleaned (Hair and grime). Being 5:30 in the morning I just cleaned it out myself and that was when I noticed #3. Our room was dusty (like who knows how long it's been since it was dusted, dusty) (again other than the toilet, these are things we didn't notice till 5:30 in the morning otherwise we would have asked for another room). We try to go to sleep and there is a high pitched beeping that we couldn't find the source of. We ended up having to download a white noise app to try to block it out. Just before 8am someone starts working (banging and drilling) in the room right next to ours.... Being woken up, I go to wash my face and notice the hot water is back (must have been something to do with the work they did next door).

Staff was nice, casino took our money (as casinos do ;) ) and we had fun, but the dirty, no hot water, endless noise room was what broke it for us. Putting it one star hoping to get someone's attention so this doesn't happen to someone else. Room # was...

Been coming since 1994, yes, that's correct, when they opened, and some of the "Lower" rooms have the exact, same, non updated furniture, it's stupid that Lower rooms have a bigger refrigerator and NO microwave but the highest up rooms have a super tiny refrigerator (NO room for nothing) and a tiny microwave, ALL rooms need the bigger fridge and a normal sized Microwave in "EVERY" room!!!! Several stays this year, and I come almost every weekend, the cleaning crew UNPLUGS the refrigerator, so I go get 75.00 steaks and purchase extra steaks to take home and open fridge and it's unplugged & HOT!!!!!!!!!!!! Yes, I raised hell about this and last 4 stays they have NOT been unplugged. When I first get to room, I ALWAYS get a wash rag and get it wet with HOT water and wipe down all the counter tops, tables, etc and the white wash rag is black, so they are not cleaning up the bath counters and tables in the rooms.

All slot techs are extremely friendly.

All waitresses are extremely friendly and come by often.

My Casino Host "Sanela Tomic" is the best host ever and responds extremely quickly to all texts and emails and keeps me informed on all gaming events publlic & private.

Lower hotel rooms need extensive updating and remodeling and all rooms need a microwave to heat up leftovers when you stay 2 or more days to reheat leftover food from Binion's steak house or other restaurants.

5.Again been coming since 1994 and slots have NEVER been tighter, I'm 100% convinced that are as tight as you can legally put them, the Louisiana state police gaming enforcement needs to come in and check all the slot machines and make sure the sealed tape over the circuit boards have not been tampered with. Last trip I did 35 spins on a HIGH LIMIT slot and won "ZERO" yes $0.00, no cherry, no mixed bars, no mixed sevens, ZERO out of 35 spins, ZERO!

6.They also don't police the Tier status very well at the hotel front desk and the Casino Cashier's cage, numerous times I'd be in the Seven Star line and they would let people that were not Diamond or Seven Star players jump ahead of you when I was next in line, what happened to Tier Status has it's "status" privilege's???

Comps and free slot pay and event drawings at Horseshoe are the best and very generous in my opinion.

Binions Steak house is 5 star Jasmines noodle bar is 5 star 8oz Burger needs some customer service work and is ok Seafood place needs some customer service work and is ok Sports betting restaurant is nice and food was good the one time I went.

They do keep the restrooms somewhat clean but they can be a mess or out of towels or no soap at times.

Roulette switched to a huge ball now instead of the "normal" roulette ball that everyone is used to them using, I'm sure there is a reason why they are using a larger roulette ball now? Please advise Horseshoe.

In Conclusion, Horseshoe is ONLY casino I come to because I like the people that work there and the Vegas like atmosphere and my great Host Sanela Tomic, and I've had over 10+ Hosts, they come and go like the weather changes there at the Horseshoe, so don't expect to have the same...