Horseshoe Las Vegas — Hotel in Paradise

My recent stay at Horseshoe Las Vegas was a tale of two experiences - one highlighting what excellent hospitality looks like, and the other demonstrating systematic operational failures that consumed valuable vacation time and tested my patience at every turn.||The nightmare began at 3:30 PM on September 25, 2025 during what should have been a simple check-in process. After using their mobile check-in kiosk, I was assigned Room 633 at the far end of the resort tower. Upon entering, the room reeked of cigarette smoke despite my non-smoking reservation. Dragging my luggage back to the front desk, I was reassigned to Room 597, only to discover the thermostat literally hanging off the wall - a basic maintenance failure that should never reach a paying guest.||By 4:06 PM, after requesting to speak with a manager about these consecutive room failures, I found myself in a 30-person "key help" line with only two agents working the entire front desk. This understaffing created massive guest backups and suggested I wasn't the only one experiencing room problems. It wasn't until 4:32 PM - over an hour after my original check-in time - that I finally spoke with Manager Brooklyn, who provided the kind of service recovery that saved my entire experience.||Brooklyn was exceptional. She immediately recognized the severity of the situation, apologized sincerely, and upgraded me to a Premium suite with double doors at no additional charge. Her professionalism and solution-oriented approach demonstrated what quality hospitality should look like. The Premium suite itself was excellent - spacious, clean, with good amenities, though they oddly used flat sheets instead of fitted sheets on the bed.||However, the service quality proved wildly inconsistent depending on which staff were working. The next morning September 26, 2025, when I needed my room keys extended for the complimentary 12 PM late checkout I'd been granted, the front desk agent acted as though I was bothering her, took nearly 10 minutes of excessive computer clicking for a simple key extension, and actually rolled her eyes when I thanked her. This unprofessional attitude was a stark contrast to Brooklyn's excellent service.||The billing issues were perhaps even more concerning than the room problems. My initial bill showed $338.20 when I expected around $150. After fighting through their external call center system with 15-minute holds just to reach actual hotel staff, I discovered they had charged me $90.72 for a 2 PM late checkout that I had explicitly declined, instead accepting their complimentary 12 PM checkout option. When I finally reached an unnamed manager (Brooklyn was off that day), he insisted there was "nothing he could do" to remove this fraudulent charge for a service I never requested. Only after multiple disputes and threatening further escalation did they reduce my bill to $137.95.||The operational problems extended beyond the front desk. When checking out, the valet service took 25 minutes just to retrieve my car. To add insult to injury, the valet attendant then demanded a larger tip than the $5 I offered, rolling his eyes and displaying a hostile attitude when I maintained my gratuity amount. This entitled behavior after poor service perfectly encapsulated the cultural problems throughout the property.||From a value perspective, I ultimately paid approximately $151 total ($1.52 for the room using Expedia credit, plus $50 resort fee, $40 valet, and $60 for an upgrade that became irrelevant due to Brooklyn's superior free upgrade). For a Premium suite on the Strip, this represents decent value, but only after fighting multiple fraudulent charges and enduring significant operational failures.||The location is undeniably excellent, with prime Strip access and easy connectivity to other Caesars properties. However, travelers should be prepared for potential extended check-in times, multiple room assignments, careful bill scrutiny, and inconsistent service quality. The fact that I felt compelled to escalate these issues to Caesars corporate speaks to the systematic nature of the problems rather than isolated incidents.||While Manager Brooklyn's exceptional service recovery prevented this from being a complete disaster, the operational failures, attempted billing fraud, and unprofessional staff behavior make Horseshoe Las Vegas a risky choice when you're paying premium prices to enjoy your Vegas vacation, not spend time fighting with hotel staff. Future guests should budget extra time for basic hotel functions and carefully document their stay for potential...

Booked two rooms from 07-15-2024 / 07-22-2024 traveling with minors under the age of 18 which is why i asked to have connecting rooms. Arrive Monday night the 15th well technically Tuesday the 16th since we did not arrive at the hotel until after midnight. I checked in at the kiosk like i normally do when i stay here. Well that was a mistake only had one room paid for and at that i was overcharged for this particular room which i had 4 free nights. Waited in check out line for about 30 minutes and than another hour because i had to speak with a manager regarding my rooms. (1) No connecting 2 bed queen rooms available. (2) Rooms available were on separate floors the 9th and 10th floor keep in mind the 2nd room is for my minor kids. (3) At this point we are still waiting and have no other solutions but to send the kids to the room that was available at the time. The manager than comes up with a solution and has a room available for me on the 10th floor 1099. I get to this room on the 10th floor with an infant and the keys do not work. So, i call down to the front desk phone on 5 percent the manager Shawn comes up with an extra set of keys. Well guess what those don't work either. He calls for security and starts to walk of so i say umm what am i telling security when they come he states they will know what to do. Security comes by this time my other kids are sitting with me in the hallway while we wait for them to figure out why the door is locked from the inside if no one is occupying the room. Security than calls for someone else to come and assist him with opening the door because his tools and methods aren't working either. After being the hall way and talking and messing around with the door low and behold someone opens it. A gentlemen comes to the door shirt off half sleep asking what's going on because he paid for this room and will not be put in the middle of the night. So now I'm beyond pissed because back to the front desk I go. its probably around 1AM by this time and still no room. I express my concerns to the manager. (1) minor children are not suppose to occupy a room without an adult when under 18. (2) The safety of them being on an entire different floor from me. My safety and infant being given a room where someone was occupying it. What would have happened the dead bolt was not on the door and we gained access. The situation was down played and a apology was given that wasn't enough. I was reassured that the room he was preparing was empty and it was on the 10 floor. But tomorrow my kids and self would be closer etc. Looked the manager in his face than and told him you don't sound confident in what your telling me for tomorrow. That we would have connecting rooms and they would be ready between 9am-12noon. Well that was not true here was 3pm in the after noon no contact from management as discussed, even with me calling front desk twice to find out when they would be ready no one could tell me. I finally go down stairs and ask to speak to management which was TJ. Well he did not want to help me his front desk supervisor multiple times kept checking with me asking me if he had come up yet to help me yet. This happened at least 4 times for him to finally come and talk to me. Nothing from the day/ night was noted. There was still no connecting rooms available the best they could to accommodate me was to put us in rooms across from each other. At this point i just opted to take that after my other half arrived we agreed called the front desk and were able to do the two rooms across from each other. On the last night they were able to accommodate the connecting rooms which should have been the whole stay. I normally come to Vegas twice a year and stay at the horseshoe. Moving forward i will not consider staying here since our safety was put in jeopardy, and no one seemed to care. Reached out to my personal Caesar rep and told him what was going. He would look into, no call back email text nothing. The lack there of from management, poor customer service has made them...

Horrible experience overall. kiosks didnt work to check in. Pool is CLOSED Monday thru Thursday has been for awhile from reviews hours now". WATER was SHUT OFF(no toilets/sinks/shower) see below. In the end of July and beginning of August when its 110-115 degrees out no pool during the week. Staying that way they said no renovation that just "their hours now" . Also the Paris pool and theirs close at like 5pm in Vegas. So no coming back later after dinner or shows and using the pool or hot tub. They send everyone to the Paris Pool which is an extensive walk in a wet suit and stuff. Only good thing is Location is good close to everything but spend a bit more stay at the Paris or somewhere else and use their parking if needed for Paris or park at Caesars Palace. Room is okay appeared nice but blood or something dripped down back of dresser by tv (photo) as well as dirty sheets. Hallway rugs are all crimpled up like all over and my husband tripped on them going to and from room carrying stuff. They are a hazard. Windows in room completely dirty can barely see out of at night. Cabinet under sink was also beat up quite a bit. Lower area of hotel where "shops" and pool are is extremely run down and worn like its not even in a main vegas strip area. Showers were good and bed was comfty were the only positives for the room. Hotel needs work. No way to call the front desk unless your on property, calls go to a call center. First day we checked in valet was rude and kept making my husband move the car and circle around while we were trying to get the bellhop for our luggage when there was plenty of room for us to sit to check in by the bell hop desk to park and unload. Was only 1 bellhop on duty for multiple of us and we had to wait. The guy Ryan was nice though and Hugo the Hop was very friendly. The check in area was just a zoo. Also the valet cluttered up the whole drive through lanes at the entrance/lobby area with cars but yell at the guests checking in to sit there that we are in the valets way and cant stop or park anywhere for registration but they let a whole line of taxis sit. They monopolized it so they don't have to walk far to get the cars but where do guests sit to check in? Only place we found when coming and going if we needed to sit by a door to get picked up or dropped off after my husband got the car was the uber/rideshare door. Every other resort we walked through valet was nice and they had designated areas for people to have their cars sit temporarily so you can check in. The people at Mandalay Bay even gave us their frozen waters because of the heat when we were in the entrance visiting. After finally getting a bellhop they took our stuff and notified us we had to call within 15 minutes once we reach the room to get our stuff that night, which they didn't answer so my husband had to go all the way back down to bellhop for no one to be there again. After getting into the room with our stuff we saw they had left a written notice of water shut off . They had work to do on the Water lines so no water the next day during the day. Also the resort fee for the "pool" and other amenities was not as advertised where we booked online and was $56 additional a night plus its $20 a day for parking. But parking is kind of standard for the strip. They do have mini fridges which was the main reason we stayed here over the Hilton Grands or Paris or Virgin Resorts but would stay somewhere better next time. We booked with a military discount but if we paid full price we'd be more pissed it wasn't even much cheaper though then other resorts that are 4 stars. Heard more horror stories during our trip from restaurant staff and other travelers. Only good things is Location, Shower, mini fridge. Also we had no issues with AC saw people had problems we could adjust ours to any temp. I have reached out to the hotel if they are willing to compensate for any of this so far no reply. Waiting for a...