Harrah's Lake Tahoe - A Caesars Rewards Destination — Hotel in South Lake Tahoe

My husband & I decided to getaway last weekend, so we booked a room at this location. On Friday, Oct 25, I reserved the room online (An executive King Non-smoking room). Total reservation - $30.95 (which we paid w/ my husband's card). After we received our confirmation, the reservation gave us the option to upgrade for a $150.00 fee but it's not confirmed/charged until approved. You're on a waitlist that says, "You'll be notified at check-in if you are approved."

On the day of check-in (Sunday). I received an email saying "Check-in online." Against my better judgement, I did. When I finished check-in, it gave me the option to upgrade my room to a Premium King spa suite for $150.00. Since we were NOT notified PRIOR about the upgrade from the initial reservation, I checked "yes."

When we arrived, I went to the reservation desk I had questions about parking; wanted to check on upgrade & to see if a higher-level floor was available. Juli/Judi helped us. She was very helpful. When she informed us of our approval for the upgrade, we thought it was from the original request - I even told her we weren't sure if we were approved. I even told her when we checked in online, it gave me that option again, so I again requested it - I'm glad one of them was approved. She said nothing

The fun begins.... 1) Room was an older room but cute. Portions of it was dusty & dirty-from the housekeeper's attempt to "spot dust" but I am definitely not one to compromise cleanliness of the toilets and bedroom and spa tub/shower. My blacklight didn't pick up any si on the floors or bedsheets, there was no need to use it on the bathroom. Dirt was visible. I used my cleaner and sponge (I bring every time I travel) to clean the toilets & sinks (then eventually the jetted tub that had dirty jets from soap scum). We didn't use the shower once we discovered the dirt on the walls & floor, we turned the water off and opted for a spa bath. We kept our indoor slippers on when we walked around room & placed towels down where needed.

2. We had to listen to a running toilet all night

3. There was no hot water (only lukewarm).

4. We called front desk about the running toilet & a late checkout (since on Sunday evening, I got sick w/ a stomach bug right after eating at the Lucky Beaver). I ended up leaving a voicemail - NO ONE called back NOR came up to check the toilet.

5. Slot machines are old and antiquated. Played for a few minutes on the day of check-in prior to falling ill & after check-out

6. Old room &handle on French doors broken

7. Headboard pleather is peeling

The next day/Checkout: Ran the water in the spa tub. It was lukewarm, & hot water handle doesn't turn all the way either because whoever the brilliant mind was that designed the layout, didn't allow for either handle to be turned all the way- but to be stopped by the edge of the tub. Placement is too close to open up the pipes to even get hot water. A cold bath. Nice lady being trained by Judi. I shared our experience w/ them - the 1st bad experience we had here. They confirmed hot water was off and problems w/ it for 3 wks. Judi noticed there were 2 upgrades on my account. She left to tell the (female) manager of our experience & inquire about the error. The manager didn't bother to apologize for our experience nor offer a comp. (piss poor manager-not exemplary of a leader) Instead, when Judi/Juli returned, she stated the manager said that since I had 2 upgrades (original one for a "king" spa suite in an older room and the other upgrade was to an old "new" suite), she would remove the $114 upgrade "for my troubles." I told her the previous about the online matter, the room was old, and the manager is full of bull. That's no remedy no such thing as double upgrade from old room to old room. Juli acted like she was doing me a favor by removing the incidental charge from bill. We didn't use anything nor charge anything to the room. We then ate at American River Restaurant on the lower level - another BIG MISTAKE. Food is horrible as is the...

Disappointing Customer Service at Check-In and Beyond!

We checked in to Harrah’s on a quiet Monday afternoon. There were 2 front desk employees were talking at one window, and when they stopped and the employee made eye contact, I stepped forward. I said "I have a reservation", and the employee in front of me said only, “ID.” No greeting, no welcome, no basic courtesy.

She asked if I was self parking of using valet and I told her I had parked (in a spot with no signage on the back side of the parking garage), and before I could finish, she cut me off and said, “That’s for check-in. You’ll be towed at your expense.” I tried to clarify, but she repeated the warning, more bluntly this time, and asked, “What do you want to do?” I said if I decided to move my car later that I'd come back down to pay for self parking. She handed me keys without another word. No directions, no mention of our room number, where the elevators where, nothing.

Once in the room, we quickly realized one side of the bed had no power. The lights didn’t work and the outlets were so loose throughout the room that cords wouldn’t stay plugged in. This was a real issue, as one of us had a final to complete for an online class and there were not any usable outlets in the room where the cords didn't fall out with the slightest movement.

I stopped at the front desk to ask if anything could be done. I didn’t ask to be moved, just described the issue. The employee I spoke to was helpful, asked if I wanted maintenance sent up, and after checking with a manager, he offered to move us to a different room instead. He even offered help with our luggage. I appreciated the effort and said we’d go check the new room before moving.

Unfortunately, that second room was extremely hot. The old-style thermostat showed nearly 85 degrees! We adjusted it and turned the fan on high, but no air came out and there was no sound. It clearly wasn’t working. I didn’t want to chance being stuck in a hot room, so we returned to say we’d prefer to stay in the original room.

That’s when I ended up speaking with the same employee who had checked us in. I explained everything, and she said our original room had already been reassigned, even though our things were still in it. Then, mid-sentence, she walked away. When she came back, she casually chatted with a coworker about her hair and then handed me new keys without a word of explanation. I asked if we should check the room to make sure the AC worked, and she replied, “This is your assigned room. We won’t be moving you again. If it doesn’t work, you’ll need to check out.” Her tone was unnecessarily harsh, and I was stunned to be spoken to like that.

We moved our things again. After settling in, I decided to speak with the manager about the encounter. I wasn’t looking for anything other than to make her aware of how this employee was treating guests. The manager came out looking annoyed and chose to have the conversation in front of other customers and front desk staff. She didn’t apologize or show concern, and the whole exchange felt dismissive and inappropriate.

At checkout, I stopped at the desk to make sure my bill was accurate. Good thing I did. The same employee who checked me in had charged me for two days of parking, even though I told her I wasn’t parking. A different, very friendly employee removed the charges without issue, but it didn’t sit right. The whole thing felt shady and intentional.

Overall: The rooms were functional, but the customer service at the front desk was some of the worst I’ve experienced. The initial check-in set a negative tone for the entire stay. When hospitality staff lack basic professionalism and courtesy, it affects everything. I hope management takes this feedback seriously and addresses it...

First room I was given 1419- was unacceptable the furniture was very dilapidated as was the entire room. Peeling wallpaper stained dirty carpet the furniture looked like it came out of someone’s garage. Very worn out, the tables scuffed on tops and edges . This is called an executive room because I asked for a lake view when I made the reservation last month . | The front desk “Ryan” handled it professionally. And used good communication skills. I moved to room 1219- 50 % improvement less wear and tear of the furniture and carpet, the wallpaper stained with drips of ? I don’t know what ? Beverages? Scuff marks on the walls. The bathrooms were clean. The refrigerator was clean. The security safe worked and didn’t work .I did request assistance and maintenance assisted . |Another issue was… with Justin Hayward VIP Merchandise Package delivery. From ONELIVE VIP. They shipped the Merchandise express over night delivery to Harriah’s ( I had 4 VIP seats for the 5-17-25 Justin Hayward show. Each ticket gets mech. Shipped all in one box ). Via UPS.. I received e-mail conformation Saturday 5-17-25 at 11:33 AM it was delivered addressed. To Hotel guest Judith Jacques| 15 Hwy 50|Stateline |Nevada|Untied States, 89449|UPS Tracking number 1ZHF69734436394795| Checked with the Bell desk throughout the entire day .. no package.|Around 3:30 pm I spoke with a manager at the hotel. She had Security check .I was told it was not found on property. Maybe it went to the Warehouse. |But then Informed the Warehouse is closed on the week-end .|Manager Diane sent another security person to the warehouse. I never received my VIP package. |They put the blame on UPS. I have to now contact them. |The conversation with Diane and the security person listening in the pone call was at times challenging. I’m a Critical Care RN of 33 years worked. |So repeated classification, and understanding is not uncommon in communication. And not blaming how busy your Hotel is… or what sounded at times on the second monitored call , being annoyed by the security person . He interrupted I think his name is Charlie ). Stating the sooner you give the information the sooner we can take care of it . I’m paraphrasing his statement . I had already given the information several times and this was the second phone call by me for follow p on the progress.|By late that nite, Diane called me back in my room . Couldn’t find the package. Contact UPS. |On top of that incident. Justin Hayward canceled the show - do to illness.|I flew from FLorida for this event. And to see Lake Tahoe and friends.| Here is the good report ! Courtney at the Concierge desk was delightful, great communication skills, kind and great people skills . |Thomas at the Bell Desk was also exceptional. Good people skills , knowledgeable, and helpful. |I requested from Diane Manager yesterday evening , if they find my package to now please forward it to-my next destination .|To Judith Jacques |The Courtyard Marriott in Folsom Ca. |2575 Iron Point Rd.|Folsom Ca,95630|5-18-25 thru 5-23-25|She stated.. she would have tp go up the chain of command to get authorization, permission to send it .|Respectfully yours...