Caesars Palace — Hotel in Paradise

It was a terrible stay. The shower room glass door was loose and hanging dangerously. I called house keeping for immediate service but no one showed up. After calling them again an engineer came and the glass door was broken. Luckily no one was hurt. He told me to wait to get a new room. After waiting 30 minutes I called them every 30min. and asked for a porter service again and again. After waiting a few hours, I realized that something was going wrong and requested to talk to the front manager about my matter. But there was no reply at all. There was no chance to take a shower nor use the toilet. No porter came and no return call. After waiting for the porter service and the new room, I couldn't be patient any more. I spent the whole day waiting for the porter service Finally, after waiting over 6hrs, I went to the front desk and talked to a manager George, he said it was my fault that they told me to  pick up the key but I didn't. It's not the fact. I never heard from anyone to pick up  the key but was told to wait for porter service for the whole afternoon. I mention the names of the people who told me to wait in the room. Rex, Lewell, James. I believe you have the recording. Additionally, manager George was rude enough and didn't even want to mention him, His  attitude was rude and almost insulting to me. He would not listen to my problem. He was offering some food credit and to treat me like a kid with a candy stick to compromise the problem.

He really needs training to treat the guests..He really made me upset. He should have listened, apologized, fixed the problem and offered something. Instead he offered something and that's it. Who is dying for a food credit?  Guests checking in at Caesars are not beggars. Please train him to respect your guests. I couldn't sleep that night due to his misbehavior. I felt very much insulted and discriminated against.

There was no access to the guest relations nor guest complaint center.

Veronicca, the manager and she was the only person to apologize for all the inconvenience I had, and suggested that she had waived my whole room bill. But instead it was fully charged. When I checked out, I gave my keys to Rafael the manager and briefly mentioned my situation and he promised to send the receipt by email but didn't receive any but received a full charge. I also mentioned to him that the new room 6304 also had a loose glass door and couldn't close the shower room glass door. I was pissed off waiting over 6hrs of my precious vacation time and having a new room with a loose glass door again. For me it seems you only have dangerous loose glass doors at Caesars Palace. Instead of waving away the room charge which Veronica mentioned..that, you charged me for the room that I couldn't use and put me into a new room with similar condition. I am really disappointed with how you treat your customers. First, I am not willing to pay for the room that I couldn't use for whole day long 6504 and the new room with loosen glass shower door Colosseum  6304, Second, I am requesting compensation for making me and my partner wait for over 6 hrs in the room by giving false information about the porter service. third, Worst services. Response by Rex(housekeeping) was frustrating. I told her about an unsafe and dangerous looking loose glass door but it seemed she didn;t care. She had no idea at all. I had to call back again and talk to another person for immediate repair. I called Lewell at the front desk for a porter service but she said there was no porter service at Caesars. What a joke at a 5 star Hotel ! Finally she corrected herself and told me that she will send a porter right away but never arrived. After waiting  for another 30-45min I called back and talked to James and explained all my situation  and he would send me a porter right away but nobody came. He arranged a call from the front manager and told me to wait for the return call but no one called me. I wonder why they were giving all the false info and wasting me and my friend's precious vacation time. Very...

UPDATED REVIEW: The management took care of this issue hence I am changing the stars.

Horrendous Stay at Caesars Palace – Avoid the Julius Tower at All Costs I recently stayed at Caesars Palace in Las Vegas for 3 days and 2 nights while attending a conference. With taxes and resort fees, I paid around $400 per night, expecting at least a restful and pleasant stay, but it turned out to be a complete nightmare. My room was in the Julius Tower, and on my first night, around 1:45 AM, I was woken up by a deafening noise, similar to a pneumatic hammer or industrial drilling. It was so loud that it shook the room. The noise would last for 5-10 minutes, stop momentarily, and then start again.

I tried calling the front desk, but their switchboard operator decided to connect me to security instead. I explained the issue, hoping they would act quickly, but security couldn’t be bothered. They simply dismissed my complaint, saying they’d “look into it” and offered no assistance. The noise continued until around 5:00 AM, leaving me with only a couple of hours of sleep. The worst part? I had to present at my conference the next morning.

Around 4:00 AM, my next-door neighbor (who was also severely disturbed by the noise) called the front desk and was shouting on the phone, clearly frustrated. I later saw him at the conference, but he either changed rooms or checked out entirely, and honestly, I can’t blame him.

The next morning, I went to the reception to complain. After several inquiries, they insisted there was no construction happening and that the noise may have been from the AC unit. I asked to change my room, and they conveniently said no rooms were available at the time. They assured me they would “look into the issue.” Spoiler alert: they didn’t.

The second night, the noise came back with a vengeance, even louder than the night before. By 2:00 AM, I heard multiple guests on my floor calling the front desk, and security finally showed up. Several guests, including myself, met security in the hallway, demanding action as the noise was now audible from the hallway itself.

Security asked us to go down to the reception to get assistance. Imagine having to get dressed at 2:30 AM and head down to the lobby after already losing a night of sleep. While heading to the reception, I ran into another guest who was returning from speaking with the manager, visibly upset. He told me that the manager (Javier) had told him he was “imagining the noise” and dismissed his concern. I couldn’t believe it.

The Encounter with Javier - The Most Obnoxious Manager I’ve Ever Encountered

When I got to the reception, I brought recordings of the noise as evidence. Javier, the so-called manager, was beyond disrespectful and rude, especially toward me. His condescending tone and dismissiveness were appalling. He basically told me I was making it up, even though security themselves had confirmed the noise was extremely loud and very real. It was clear Javier lacked any sense of customer service or professionalism.

At this point, I was exhausted, furious, and sleep-deprived. I demanded a room change, and after much arguing, another manager finally intervened and moved me to the Palazzo Tower. By the time I packed my stuff, relocated, and settled in, it was around 3:40 AM. I missed several key morning sessions of my conference the next day because of sheer exhaustion.

Meanwhile, the other gentleman from my floor was not given another room and was instead left to endure the unbearable noise. To make it worse, as I went back to my old floor to grab my last bag, I saw a maintenance worker knocking on his door at 3:00 AM, when the noise was still ongoing. This was beyond unacceptable.

Adding Insult to Injury - Fraudulent Charges As if the sleep deprivation, poor service, and nightmare of a stay weren’t enough, when I checked out, I noticed a $90 minibar charge that I never used. I had to fight my way through the billing department to have it removed, another hassle that I didn’t need after such a...

I get it; I do. Theft, while irritating and unfortunate, at the end of the day, money and things can be replaced. There are people in this world everyday that experience tragedy much worse than having some stuff stolen. So this story is more than “poor me”, I was stolen from. Rather it is to express the dissatisfaction of a large corporation that treats people with such injustice and an uncaring attitude, like they are dirt; that is the story I want to be heard. Shame on you Caesars Entertainment, Gary Carano Chairman, Thomas Reeg CEO, Anthony Carano President. You have fostered an establishment that does not care about people. You have a Caesars employee on video stealing from us but your management team just wanted us off your property, quieted and forgotten about. Here is our story… My wife and I thought it would be nice to get away for a week of relaxation in Vegas for my birthday at the end of September through October 4 before our busy season started. On October 2nd we rented a day bed area at one of the pools in the Caesars Palace pool area. It was beautiful and relaxing; 7 pools and majestic. We were pool-hopping between the pools and took a small purse with us so we could “keep an eye” on our valuables. Well, we did not keep a good enough eye. While we were swimming, an employee came by and scooped up all of our belongings: shoes, swimsuit cover, purse with phones, ids, credit cards, cash, rental car keys, room keys, everything. We were in shock when we got back to the chair and saw everything gone. We checked with the staff nearby and they knew nothing. They took us to the pool counter and checked lost and found. Our stuff wasn’t at lost and found because it was off somewhere being gone through. They referred us to front desk.

We went through everything and all was there except $750 in cash. The security guard shared with us that they had on video an employee scooping up all of our belongings while we were swimming. The belongings were later (not immediately) bagged up and taken to lost and found. Security said the incident would be an ongoing investigation and handed over to their Risk Management Team and that they could no longer comment on it. I later called their Risk Management Team and was told this is not something the Risk Management Team handles and we would need to talk to the Security Team. So no one is taking responsibility and no one cares even though there is video evidence of an employee picking up our property while the pool is still open, taking it off somewhere before taking it to lost and found and removing $750 in cash. We filled out a LVPD police report the next day. Not sure if a detective will follow up and do anything or not, but like I said at the beginning, more that the money is the pit in your stomach of how poorly we were treated at the hands of Caesars Entertainment.

Personal responsibility: 1. We shouldn’t have had so much cash and valuables with us at the pool, however we weren’t staying at Caesars hotel, we had rented an area from Caesars at the pool for the afternoon. That is why we had so much stuff with us. For the stuff we were doing before and after pool time. 2. We should have kept a closer eye on our valuables bag. There are no lockers at the pool. We had a false sense of security by the tight security we had to go through to get into that area.

What I would like to get out of all of this: 1. A sincere apology from someone in management at Caesars Entertainment for the abhorrent way we were treated under your roof. 2. For others to learn from our mistake and perhaps patronize a different casino/resort that cares about people. 3. For Caesars Entertainment to look at their business practices and make some real changes that are more people-centric. 4. And yes, it would be nice to have our money returned to us, though I’m not too hopeful for that. If some form of the first 3 happen, that would be...