Horseshoe St. Louis - A Caesars Rewards Destination — Hotel in St. Louis

I cannot recommend anyone stay here. It is by far the most uncomfortable, neglected property I've ever stayed at. The casino is equally as disgusting, with so many food outlets closed and in disrepair. This is NOT the Four Seasons, at all. Below is a copy of the email I wrote to their management to give them the opportunity to respond to my concerns, and I have yet to hear back. ||||Greetings Mr. Lewis,||I hope this email finds you well. I was provided your contact information by a member of your front desk team. I am unsure if there is a designated Front Desk Supervisor, but I trust you can redirect my email if you are not the appropriate contact.||||I recently stayed at Hotel Lumière while attending the TransWorld Christmas Show. As a fellow lodging and hospitality professional, I understand how challenging and frustrating negative online reviews can be, which is why I choose not to participate in them. Instead, I believe in direct communication, as it fosters more meaningful resolutions. Like you, I strive to provide guests with the best possible experience, and I appreciate the opportunity to share my observations with you.||||Unfortunately, my visit to St. Louis was deeply disappointing. I made a direct booking through Caesars Rewards based on the images provided on the hotel's website. However, upon arrival, I was surprised by the actual condition of the property. Below, I have outlined some of the most pressing concerns I encountered during my stay:||||• When requesting a Sales Manager's business card, I was informed by an associate, Jasmine, that the hotel does not provide them. She instead offered to write down a phone number but mentioned she did not have any email contacts. During this interaction, while answering a call, she expressed clear frustration, using inappropriate language in front of me and my travel companions. Specifically "for f* sake, not this guy again"||||• Several front desk associates strongly emphasized the $350 penalty for marijuana consumption in guest rooms, yet more than one staff member carried the distinct scent of marijuana during direct interactions.||||• The front desk team repeatedly stated that the resort fee was required because the property is a gaming hotel. While I am not fully familiar with Missouri lodging and gaming regulations, I know this is not the case in states such as Ohio, Nevada, Florida, and Michigan. While resort fees are common, labeling it as such without additional amenities is misleading.||||• The overall scent in the lobby was unpleasant, and the odor in our room (639) was particularly egregious. It was evident that the room had been smoked in for years without proper remediation. My clothes retained a strong smoky, musty odor, making it embarrassing to attend business engagements.||||• Wifi was inoperable in guest rooms. When brought to the attention of the front desk, it was suggested I just come to the lobby because "it doesn't really work outside of the lobby".||||• The furniture in the rooms was inconsistent; while our travel companion's room had three chairs, ours had only one, which was in a state of disrepair and our guests were uncomfortable using.||||• The bathroom in our assigned room did not match the images on the booking website.||||• Alleged amenities, such as a hot tub and pool, were neither mentioned nor located.||||• When attempting to use the fitness center, I was informed that I needed to check out the emergency stop band from the front desk and would incur a $350 charge if it was not returned. This policy discouraged me from using the facility.||||• The front desk elevator was inoperable and had been for a significant amount of time, as evidenced by decorative coverings placed over it.||||• Hallways on the ground floor contained bags of trash that remained for over 24 hours.||||• Public spaces felt cold, unwelcoming, and unmaintained-sentiments that extended to the demeanor of the front desk team.||||• Housekeeping was available only upon request with 24-hour notice, which seemed unreasonable given the resort fee being charged.||||• The only functional elevator was unclean, and emitted a strong odor.||||• The skybridge to the casino required a keycard for exit, which raises fire code concerns. Upon inquiry, a staff member explained this was to "catch homeless people," which, while understandable, raises operational and safety questions.||||• The entrance to the casino from the skybridge had an overwhelming sewage odor.||||• Most, escalators, elevators, and dining outlets were either under heavy construction or completely inoperable in the casino area.||||• Refrigerator in guest rooms were non-operational, one had a damp hand towel inside it propping the door ajar.||||As a frequent guest at Caesars properties nationwide, I have come to expect a certain level of quality and service. Unfortunately, my experience at Hotel Lumière did not meet those expectations. Had my concerns been limited to my individual room, I would have requested a change. However, the issues extended far beyond a single accommodation and were indicative of broader operational challenges. I suspect I am not the first quest to bring these concerns to management's attention, and further understand some of these issues may be the result of budgetary constraints or corporate limitations.||||Regardless, I struggle to justify the amount paid for the experience received. While I did utilize the accommodations, the disparity between what was advertised and what was delivered was significant. My travel companion wanted to leave the property within the first hour and move to different accommodations however we both clearly heard a front desk agent inform a guest should they leave they would be charged the full amount of their stay. While I wouldn't describe it as a threat, it was certainly pointed and direct.||||I know how cumbersome chargebacks can be and after taking a few weeks to reflect on my visit, and look objectively at reviews left on Trip Advisor and Google Reviews, I feel compelled to request our monies returned. I appreciate your time and consideration and look forward to...

I booked a reservation through Priceline for Friday, March 28, 2025 but we decided to extend our stay for the entire weekend since this was my first time visiting the city. I chose Hotelumiere because of it's connection to the Horseshoe casino and the reputation of Caesars Entertainment, thinking this would add an extra layer of fun to our girls trip. I called the hotel directly to confirm my reservation for Friday and check availability for Saturday night. At the end of the call I was given a new confirmation number for Friday (LXMYD) and a separate confirmation number for Saturday (LX2NX). Fast forward to our Friday check in when I once again confirmed with Steven, the desk clerk that I had a two night stay. One, fully paid online and the second I'd pay at the front desk. We even confirmed that I would not have to switch rooms because I had already paid for the upgrade to a room with a view of the waterfront. No problem. Fast forward to Saturday evening. I misplaced my key and stopped at the front desk on my way to the Casino. Steven looked in the computer and told me I did not have a reservation. I reminded him that he had already confirmed this with me the day before at check in. He looked again and said, no, my reservation was for Sunday and the hotel was full. Dismayed, I asked how can we fix this? He said let me talk to my manager and went in the back room. When he came back, he told me it would be an additional charge of $50 if I wanted to stay. I felt this was unfair since the mistake was not mine but the reservationist who had clearly put in the wrong date. I asked to speak with the manager. Joshua Ivey, the hotel operations manager came out and told me HE was the one who made my reservation and distinctly remembered me requesting March 30. I showed him my notes on our conversation. Check in March 28, check out March 30. He rudely told me I could have written down anything. I reminded him that he even gave me the new confirmation number for the Friday night stay so why would I want a Sunday night stay. He went on to say, he would cancel my reservation if I didn't want to pay the additional charge. When I asked for his Manager's name and number he did not have one and said the complaint was going to come back to him anyway. I called my roommates who were out in the city and explained what was happening so they could come back. The lobby was full of guests and I was fully embarrassed and felt it would be uncomfortable to stay after his rude behavior. Since I didn't have a key to my room Joshua personally escorted me to my room. It felt like the long walk of shame as he paraded me across the courtyard, up the glass elevator to my sixth floor room. As soon as I entered, I began to pack. Fifteen minutes later Joshua returned to my door and said I had to leave NOW. I told him that I was in the process of packing and that I had to wait for my roommates to come and pack their things. He said, then I am going to have to charge you. I said, no you are not. I'll give you 30 minutes. I again explained that my roommates were coming from an outlet center in the city and that I had no idea where that was or how long it would take them to get back. He then threatened if they were not back within 30 minutes he would have security escort me off the property. It was at this point that I finally broke. With tears in my eyes I told him I had not been rude to him, I never cursed him and I had had enough of his behavior. That he would give such poor customer service in front of other guests was shameful. After my tirade, he accepted some responsibility for the miscommunication and offered to honor the original price. Sadly my roommates wanted to stay since it would have been too stressful for us to drive back home so late. To my chagrin, I had to swallow my pride and accept this bad situation like a wounded gazelle watching the lion rip open her gut and devour her entrails. Needless to say this tarnished the remainder of my entire trip and has weighed heavily on...

I am a Caesar's Diamond rewards member and had my room for 2 nights comped. The Hotel wasn't anything special but it was enough to stay there for the 2 nights. My view from the hotel was of a homeless camp right next to the river. The Casino was a different story though. I played blackjack and the tables were pretty nasty. I saw a bunch of hair from who knows where on the table where I was trying to place bets. They should probably clean the tables more often. They had a new dealer that was still training but it seemed like it took forever to get anywhere when at the table. Other dealers didn't seem as friendly as other places I've gambled. I went to the rewards counter to try and get my 5x tier registered during the time it said and they told me I could not do that even when showing them my offer on my phone. Also watch out for people trying to scam you here. There was a guy going around asking if you have cash app to try and get you to pull money out of the ATM for them. Just don't do it because there are ways you can have that money taken away by cash app, look up cash app scams if you don't believe me. Also make sure to check if there is any money in the slot machine before you go up and play. I had a lady on her phone at a slot machine 30 ft away from the one I was at tell me she had .25 cents in that machine that she was still on it while she was at a totally different machine on the phone talking. I think they try to scam that way as well since there wasn't anything in that machine but she kept telling me there was money on it. I told her I'd have them check the cameras if it was a big deal and she shut up. She wasn't worth fight over .25 cents. But watch out for people trying to pull fast ones here at this casino.

Final thoughts: Even though this place made a lot off me; my mom and I still enjoyed the time we could spend together on our Christmas break. Next time I think I will just use the comp hotel room and enjoy the city. But don't think I will step foot inside that casino again after all the nonsense I endured there. Even though the security presence is very big and you feel somewhat safe there. I'll keep my money to gamble at the Horseshoe I live by In Indianapolis.

Caesars I know you can do better with this place as of November the payout was 89% no wonder why I lost as much as I did. Even though it's not a very nice part of town; please try to square this place away a little more and it might be a...