The Cromwell - A Caesars Rewards Destination — Hotel in Paradise

We checked into this hotel approximately 9pm on the 2nd July 2025, after a long trip from the UK. We travelled as our son was getting married in Vegas on the 4th July 2025. In our party we had a total of 3 rooms, but the rooms were all on different bookings. We booked our holiday back in the UK with TUI, we were aware of the room tax, but at no point were we advised of the $100 a night damage deposit for the room. We checked in and the only thing the receptionist advised us of, was the extra charges. We were not given any information with regards to the room, the amenities and the hotel and we were not offered any assistance to get our luggage to the room. We arrived in our room and the first thing we noticed was the snacks on the table, we noted a packet looked opened, so we lifted the packet up to check it was and its still is a sealed packet. However our son arrived to our room to tell us, you are only allowed to lift the items for 3 seconds, any longer you get charged. So we hope management who should be reading this, takes this into consideration and ensures there are no charges to our room 611 when we check out on the 9th July 2025. If your front desk staff, do not advise your clientèle of the rules then absolutely no way should you be charging $27 dollars for lifting a packet. We also note today that the items have again been moved around, we categorically state we will not be paying for any items which still remain on the shelf. Please see attached photo as proof. We were very disappointed with the standard of the rooms, they're very outdated and shabby, there's cobwebs hanging from the chandelier and there's scratches all over the floor and furniture and the lighting is terrible. Day 2 We quickly discovered we couldn't use the pool until 11am, but the Cromwell Hotel advised us we could use the flamingo or Caesars pool, but they weren't aware of pool opening times, so something else we had to find out for ourselves. Rain arrived in the afternoon and returning back to the hotel our adult son fell down the stairs at the hotel entrance, due to the wetness from the rain. Lo and behold instead of offering first aid service, security only wanted to see their ID?! No concern for their safety! Day 3 We woke promptly in the morning and went to Starbucks for coffee, this was the morning of the wedding. On returning to the room and from our bedroom window we noted there was a fire outside the building, we were advised we had to evacuate the hotel, but there were no fire wardens around to advise of where we needed to muster and nobody knew what the hell was going on, there was absolutely no organisation whatsoever! Day 4 We woke up at 7am and was out for the whole day, on return to our room at 4pm, the room had not been serviced, the bed was unmade, wet towels remained on the floor and bins were overflowing. We called customer services to be told, when we checked in, we should have told reception that we wanted daily cleaning and because we didn't we weren't down for daily room cleaning, not sure how half way through the holiday this had stopped as the room had been cleaned everyday up till then. We clearly stated that we were staying in a 4.5 star hotel with absolutely no amenities, so the least we would expect would be to have our room serviced daily, if we didn't leave a privacy card on the door. Today is day 5 and fortunately we only have 1 more full day in Vegas, it has been the worst holiday ever and most definitely the worst hotel ever. There's no value for money as there's no amenities available on the site. We most definitely will not be returning, nor will we recommending this hotel to anyone. We emailed a complaint over to the hotel 24 hours ago and we have not...

I'll start off with some of the positives for this hotel. They don't have a lot of rooms so check in lines are short. Again small size so short walk to room elevators and quick to get out of the hotel to the Strip or parking lot.

I will never stay at this Caesar's property again due to the noise issues and they way I was treated at check in. You'd have to be a vampire to enjoy this hotel. I personally did not get hardly any sleep at night due to noise. Mind you I asked for a low floor on check in away from the club on the roof and on the side away from the main road. I was given a room with a view of the Valet parking lot and had a bright light shine directly into my room each night. The hotel is supposed to be some high end boutique hotel. It may have been a few years ago but now it's just old and dated. I mostly see folks walking through and not stopping. The check in area is dark and not inviting. I was early for check in and did ask for a lower floor like I mentioned so I was told I had to wait to get into my room. I asked how I would be contacted when my room is ready. The rep I had at the desk was not friendly and did not seem to want to be working in customer service. Either that or she is just not good at her job. I asked how I would be contacted and she said I would get a phone call when the room was ready. Either they don't have enough cleaning staff or are just too cheap to hire more cleaning staff I never got the call. Around 6:30PM I had enough and went to the desk to find out if she could tell me when my room would be ready. She seemed like she had just gotten caught in the cookie jar and immediately gave me my room keys. As I said earlier not very friendly or apologetic for making me wait so long. The hallways to the rooms on the 5th floor are very dark and spooky. The room I was given was super dark and they have weird light bulbs that don't brighten the room at all. That may be to hide all the dirt and dust in the rooms from lack of cleaning. The furniture in the room is dark and oversized making the room feel really small. Three different light switches in the bathroom is very odd. A full length mirror in the room that for some creepy reason is see through when the lights are out so you can see the person in the shower. The TV is mounted to the wall with no swivel arm which makes no sense if you want to watch it from the couch. The noise at night makes it very hard to enjoy a show. No EV charging in the parking garage. Getting in and out of the garage was difficult because I am Diamond Level I get free parking. I had to call every time to get out. The noise was so loud Tuesday to Thursday I had to wear earplugs to sleep which helped. Friday and Saturday they turn the club noise up to 1000% and it's impossible to sleep even with earplugs in. If you are a vampire and want to sleep during the day and party all night this might be the hotel for you if you can get past the unpleasant staff issues. It was so noisy I had no choice but to check out early and pay more to go stay at another hotel. No apologies when I told the staff I wanted to leave early they don't care. One last thing to note is they do not or cannot clean the rooms in a timely fashion. I had to repeatedly harass them to get someone to come clean the room. They kept saying someone will be right up and it took all day. One of the perks of paying for a hotel room is maid service and I got very little service for my money. If you plan on sleeping at night do not book this hotel and tell your friends the same. If you like good customer service do not book this hotel. If you like a clean room do not book this hotel. If you like yourself do not...

You will read a lot of honest reviews about Cromwell and most of them are true. The rooms are extremely dusty and heavily used. The casino does not filter the smoke as well as others and the front desk is definitely not the place to receive a genuine smile. But there are definitely positives to choosing to stay here.. Let's unpack this shall we

The Dusty rooms. This is not the result entirely of the house keeping not doing a good job. The HVAC system in each room does not have a filter. The air return is not located in the room. So, if and when you turn the ac or heat on you are basically covering everything in dust. This makes the hard-to-reach places look like a dust bunny from hell. If you have respiratory problems I would absolutely not stay here, but in fairness walking the strip and going to casinos is not a good call either for you then. The rooms are heavily used for sure, but this is not the most expensive place to stay on the strip and its location is very convenient, so you need to pick your battles. If it wasn't for the few inches of dust in places not hard to find it really would not be an issue

Beware of the mini fridge. Just do not open it, touch it or even look at it. It is rigid up like the temple of doom in Indiana jones. If you remove a drink, it only takes 60 seconds for it to be auto charged to your room. Also be careful of the Wi-Fi. You are only allowed two devices but that's not at time that is in total. So if you have two phones and a laptop you could be charged additional for the third device. Now it never happened to us but if you read the terms and conditions, it says that it is possible. This is Vegas in a nutshell; everything is designed to bleed you dry. But this is a free country so it's not Vegas’ fault

Beware of the stairs. If you think you want to take the stairs because you're not a fan of elevators, trust me you're safer in the elevator. It was like walking into a third world. Trash, piss and dried maggots is what you will find. It seems like the homeless may find their way in there. There are no cameras in the hallways or the stairs so you're on your own if you find some friends there. It would take a literal fire to make me want to traverse the stairwell again.

You will read that the front desk staff is not very friendly and to be honest with you that is absolutely true. Hotels are the hospitality business so you would hope that the face of the company would be hospitable. I planned on blasting the front desk harder because of multiple negative encounters with them during our stay but right as we were leaving our very last interaction, they finally decided to crack a smile and politely answer our question and wish us a good rest of the day. The power of a smile is amazing. The front desk is the only place we encountered this. The rest of the staff at the hotel were very cheerful. Hector and Craig in luggage services. Steven and Sky in guest services, and Juanita at the eat well were exceptional and left a great impression on us. That being said, it may not be the front desk staff's fault, maybe there are fundamental problems in the management that makes for sour employees. I can Imagine dealing with drunk people 24/7 must get old fast.

In closing I'm not sure I would want to stay here again although there are a lot of reasons this could be a good fit for you depending on what brings you to Vegas. I would say this is like the Walmart of hotels on this side of...