Harrah's Joliet - A Caesars Rewards Destination — Hotel in Joliet

We reserved a room at Harrahs Joliet Hotel and Casino for 8/9 through 8/11. We only stayed one night and decided to check out early. The property is 4 1/2 hours from Detroit; we frequently visit and stay at Ceasars Windsor often, its always excellent there; so we wanted to visit and experience another Ceasars property. Harrahs Joliet is not easily accessed from the expressway. The property does not look cheery and appealing when you first arrive. There should be a nice sparkling sign as advertised on the website. The self parking across the street was fine. Bruce at the check in desk was clueless. He informed me he had only been working there two weeks and he clearly needed guidance from another worker; can't recall the name of the lady who helped him when we checked in, but she was helpful. He was trying to charge $68 for each night for two "complimentary" rooms. It was finally verified we were only responsible for the basic resort fee. Our room, 521, was dark, gloomy and drab. No bar soap, really?? The soap in the dispenser was horrible. Old, scratched furniture, stained mattress pad, uncomfortable pillows. Provide real bar soap!! There was nothing to view from the window. The coffee in the room was aweful. We had to buy Starbucks coffee from Cross Street Grill. Hotel does not serve a continental breakfast. The casino is one room! Its so small, limited games, just not appealing. Why did the guard at the casino entrance insist he needed to "stamp" our hand? This is ridiculous, its a casino not a concert; really strange. One of the casino representatives did give me a $10 food voucher. Would have been nice two have two vouchers, my husband was with me; we are out of town guests, be a little more generous to guests from out of town and just as an added professional courtesy. Jazmine at the Cross Street Grill we appreciate your kindness, smile and effortless customer service!!! She REALLY seemed to care about customer satisfaction when we got dinner there (Chicago hot dogs and fries) were pretty good. She also served us breakfast the following morning. Sorry, the hashbrowns were too mushy. Alicia at the hotel check out desk here are some tips for you: don't be argumentative with a customer; loose the nasy attitude; your facial smirks is so unprofessional; if the customer tells you they have been informed they only have to pay the resort fee don't be argumentative; don't try to tell the customer they have to pay a $10 for Cross Street Grill charge when the customer has been told they have a $10 food credit for declining housekeeping services. Then you had an attitude when I asked for a receipt, really?? Every customer should be given a receipt. I also heard you tell another Caucasian couple leaving, " have a nice day", but you walked away without saying anything after you printed my receipt. TREAT ALL CUSTOMERS WITH DIGNITY AND RESPECT! Thank you to Willie for your courtesy when I was checking out. Finally, hotel staff are not knowlwdgeable about the srrounding area of the hotel. Not one staff could give direction to the Joliet Historical Musem which is only a few blocks from Harrahs. We will not stay at this property again and would not recommend it to...

My last stay in October 2024 was terrible but I love the Harrah’s Casnio so I was up to giving it another shot! I just recently stayed December 23rd through the 24th which I was suppose to stay for 4days but with everything I just wanted to go home. When I first got to the room, I always check everything! Went to open the dresser where the refrigerator is to put my little things up(Milk was one of them)And the fridge was not cool or cold at all.It was very old and seem as if it had give out! And it was turned up all the way. And the part was it was sitting on looked like termites destroyed it! I called the front desk to make them aware of it. She sent housekeeper up and she said she was going to go ahead and change it out! And she seemed agitated. She left and come back with the head of housekeeping and another lady. So it was three ladies in my room total. Mind you I was only in my room not even 30 minutes and I seen a spot on the other clean bed that was not touched at all. And it looked like a blood stain so I asked what was that?! And she said I haven’t been here in this room I don’t know smartly and I replied well I just checked in, why is there a blood like stain on the bed. She said she would change it and took the top off and replaced it!. The other two ladies put the new fridge in and vacuum the debris from the faulty stuff coming off the dresser at the bottom. And they left. I got two queen beds because my youngest would sleep on the other bed and me and my guest would sleep on the other queen. As soon as they left maybe 20 minutes later I see something crawling on my pillow. It was a bedbug. I immediately called downstairs to speak to the front desk and she didn’t lack any empathy or apologize so I said you not going to apologize or ask if I’m okay anyone get bite or anything she replied I have a guest in front of me just come down with your belongings. I come down and she said she was going to switch me to a premium room and that’s it. She switched me from 717 and she switch me to 905 and sent me on my way. I had came back downstairs after like two hours. And I saw the supervisor and she asked what was wrong and I told her my experience which her employee didn’t even tell her about it! She apologized immediately and said she was going to take care of me! Which I was already switched and she said she will give me a recovering comp. And then she made sure I was okay and didn’t get bitten and asked was everybody else okay any medical attention and I declined. So my thing was if her employee didn’t follow protocol they would’ve put somebody else in that room! The supervisor made it okay because she had empathy and take the proper steps to handle me and the situation. I was suppose stay for four days but I checked out the next day! Again I was drained again Harrah’s has dropped the ball and I hate to write a complaint and bad review but hopefully this issue gets resolved with the workers and how they treat the guest and get...

I recently had an utterly disheartening experience during my stay at Harrah’s Joliet Casino Complex. I believe it’s crucial to share my ordeal to warn potential patrons about the deplorable customer service I encountered.

During my three-day stay, things took a turn for the worse when I attempted to extend my reservation for an additional night on December 28th. The front desk staff initially told me there was no availability. However, after checking online, I found rooms available on their website. I promptly called the reservations line and successfully booked an extra night.

The nightmare began when I called the front desk to inform them of my new reservation, hoping for a smooth transition. Instead, I was met with hostility and was told to vacate my room within ten minutes to avoid additional charges. I explained my situation, having recently been in a car accident during holiday travels, resulting in more belongings than usual. Unfortunately, empathy was in short supply.

Upon complying with their request, I was presented with a bill totaling nearly $450, a far cry from my initial estimate of around $180, which included incidentals. This was due to a room charge of $209 for my final night, dated December 27th. I contested this charge, and the supervisor, rather than acknowledging the mistake, insisted I owed for the night of December 27th and that it had not been comped.

As I waited for their response, I briefly left to retrieve additional belongings from my car, only to be confronted by hotel security who questioned my actions. Upon returning, I was met with accusations and hostility from the management and staff, who essentially escorted me back to the hotel. Astonishingly, they informed me that they had not resolved the contested charges because I had left briefly.

Following this, I requested to use the restroom and intended to use my vaporizer in the designated casino floor smoking area. Remarkably, they insisted on checking if they could provide me with a security escort for these actions, despite my being a 43-year-old patron with no wrongdoing during my stay. This was over a $200 billing dispute.

Incredibly, they held me against my will at the property for over three hours, despite my protests. This treatment was entirely unacceptable.

As someone who has spent close to $10,000 at Caesars Entertainment properties this month alone, I am appalled by the shocking lack of customer service, empathy, and respect I encountered. My experience at Harrah’s Joliet Casino Complex has left a lasting negative impression.

I strongly advise potential guests to reconsider staying at this property, as my experience was far from what one would expect from the Caesars Entertainment brand. My hope is that this review serves as a cautionary tale and encourages a swift resolution to these issues, as well as improved customer service for...