Caesars Entertainment Corporate Offices — Local services in Paradise

This was a glimpse of our stay at the trop in laughlin may 9th Thursday 13th Good evening Sir. I left a review about our stay at your hotel , but I wanted to personally email you so you would see it.

I really don't even know where to begin. This was the worst experience I've ever had at a hotel.

For now I will leave the casino part out of it. So just our stay aspect was absolutely embarrassing my wife and I were invited by you guys for a complimentary 4 night stay and it has been a total nightmare if we could have left the 1st night we would have and I almost was willing to purchase plane tickets so we could.

Here is how the first night and following day went.

We got off plane which was late to mobile and late arriving. Make our way to baggage claim and got to the Van and there wasn't any room for my wife and I so we were left behind all the harrahs people were gone then luggage boys left shut the lights off and at that point we were the only ones left in the entire airport. We sat in the dark for about 45 minutes until someone came back. We got to our room and it wasn't anything close to what was in the pictures. We opened our door and the stale cigarette smell was overwhelming. I chose a smoking room but that was to much. I GO TO TAKE SHOWER AND THERE WAS HAIR ALL OVER SHOWER WALLS. , WE got ready for bed and was going to rent a movie and accidentally hit the wrong one. 38 seconds of it was watched. The next day we out for a while that was terrible too. But when we arrived at hotel there was messages on phone to call front desk. I call down there and was told my cc was declined and I needed to come pay for movie. I said we will take care of charges at check out. Shortly after I started to get alerts from my bank about suspicious activities on card . I went to atm and card was declined. It went to my app and my debit card was turned off and could longer be used. You guys tried 4 times to get that money for movie. After that we went up to room to grab my other card and we had been locked out of our room. We haven't been here 12 hours yet. I went to front desk and wait in line while an entire group was checking in. You guys wanted payment for movie and I said I need to get other card that's in room. The employee refused me a key until his manager spoke with me. She finally got around to me and I explained we accidentally hit that particular movie. So I stopped it. She pretty told me I was lying until I explained that was a movie package and it wasn't going to be cost effective to watch that one cause you it was a noon cut off and I don't know anyone that watches adult movies during the hours of 8am till noon. So I told her to go see how long it played . She went and looked and came back and handed me new room keys . No apologies or anything. 30 seconds it was on. That conversation didn't have to happen out loud in front of other guest. ( extremely Unprofessional) to be honest your entire staff is needs lessons on hospitality and in my opinion that falls on you and your AGM. THAT WAS JUST THE FIRST 12 HOURS HERE.I spent the next day moving money around to different cards since I no longer could use my debit card. I have money in a couple of Ceasars storybook accounts so I was going to use that for the rest of time. Well it was impossible to get any of that evidently. I tried all day but could not then my bank suspended my accounts completely due to concerns of fraud and the fact that it was so difficult to link bank to Ceasars rewards and sports book. So we have spent the rest of our stay with the very little cash we brought. Big mistake your app says don't worry about cash just link to app and no worries.Then our last day here I call down asking where business center is and your guy didn't know what that even was. So I bought a printer and forgot paper and went to get a few pieces from you guys and was denied and was told it was a dollar a page. Unbelievable I hope you see where I'm coming from and would love some feedback. Just can't believe we were brought out here to be...

I booked a reservation through Priceline for Friday, March 28, 2025 but later decided to extend my stay and enjoy St Louis 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 was at the bar inside of the Cromwell having drinks with my boyfriend. The bartender at the first bar on the right when you're entering the casino from the main entrance blatantly disrespected me and humiliated me in front of everyone at the bar. Customers and employees. There were 3 bartenders and what looked to be a supervisor on this shift. The one who attacked me was pouring a drink for another customer and the drink splashed in my face. I jokingly told him that he splashed in my face. He said "that wouldn't be the first time something splashed in your face. I thought he was joking so I responded with well that would be the first and last time that you did it. He proceeded to call me chunky, chubby, and ask me how it feels to be overweight. I stood up to tell him that he was disrespectful and that I was not fat at all. He proceeded to yell out "ugh ugh" as if he was disgusted. I became upset and told him that he wasn't a man. I asked him what type of man would disrespect a woman like that. He started to move his neck around and said here comes the black girl. As if he were mocking me. He also said that I needed to take my wig off of my head. This man who is on the clock making money behind the bar on your property completely disrespected and belittled me A woman.. With no remorse in front of a crowd of people as well as his fellow bartenders. I can not believe this is the representation of the type of employee you would allow to work in your establishment. Being a black woman who was sitting at the bar with her white boyfriend who overlooked the whispering and looks given to us I cannot help but to feel like that attack had deeper meaning. My boyfriend and I left the Cromwell and went across the street to Ballys. The bartender that was servicing us before this took place even apologized to my boyfriend for what his coworker did. My boyfriend took the supervisors card and name and and we left. When we got to Ballys I went straight to the restroom and I broke down crying. A custodian lady was working and I explained to her what took place across the street. She was so upset and couldn't believe what happened and she began to comfort me. I can guarantee that we will not stop until this employee is reprimanded for his malicious verbal attack. What kind of man talks to a woman that way? What kind of employee in a customer service field would humiliate a customer in that fashion? Especially with the only reasoning behind it being that I told him that he splashed alcohol in my face while he was making someone's drink. I will make sure that I take the steps needed to have this matter investigated and handled. I am a former Caesars employee and I know what your company stands for and that is clearly not it. I will stop at nothing to have this matter investigated. In no way shape or form should one act like that while on the job especially not knowing who the customer is or who they are sitting in the presence of. With everything going on in today's society since our election people are starting to feel like it is ok to attack others and I will not stand for this. Cromwell.. Caesars Ent this saddens me that this is a representation of the people you have working for you. I will not take this verbal abuse lightly and I respectfully hope that your corporation...