TripAdvisor Traveler Rating

The hotel is very outdated. Service from reception staff/bar staff was very poor. Check in/out service and bar service was very slow and it was hard to find a staff member to assist with any queries we had, and when we did we found staff were quite rude and unhelpful and had no interest in making our stay a pleasant experience. The cleaning staff were an exception, they were helpful and did a great job everyday. Hotel is in a good location to access the vegas strip and the rooms were comfortable and quiet but overall would not recommend this hotel.

Checked out at front desk at 4am (check out time is 11am) and got charged a late check fee after the fact. My credit card statement was showing more than my receipt. No mention of a late charge from the front desk. After years of staying there will now go elsewhere.

We have visited Las Vegas at least a dozen times and have never encountered such an overwhelming stench of cigarette smoke as we did during this stay. The Horseshoe is in dire need of a new air filtration system. We’ve stayed at various hotels up and down the Strip and have never experienced air quality issues this bad. Our trip got off to a rocky start when the “south strip view” room we paid extra for with early check-in wasn’t ready upon arrival. Thankfully, Jeff at the front desk was helpful and switched us to a room with a view of the Sphere, which ended up being the highlight of our stay. Unfortunately, the room itself was outdated and not truly clean. We couldn’t even sit on the couch due to visible stains that appeared to be from bodily fluids—absolutely unacceptable. We ended up spending most of our time at Paris, which was conveniently within walking distance. It was a far better experience than anything Horseshoe had to offer.

I attend Vegas annually for an aviation conference. Also, as airline crew. When booking our annual stay this year at the former Bally’s, now Horseshoe hotel I picked a South Strip View room for an upcharge. We were given a room with a view of a parking garage. When I called customer service they said that I could change rooms, but due to conference schedule I had to do that the next day. I went down to the front desk in the morning and I was told to come back during our break between noon and 2. I went back to the counter and was forcefully told by front desk staff, that since the front two Horseshoe towers had been taken over by the Paris, there were no rooms with a view at the Horseshoe. She argued that my room had the view I paid for and she was adamant that I didn’t pay any extra for the room with a view. She told me to pound sand. Several hours later at 5pm, I was called by the Horseshoe and told that they were moving my room the next day. Great! So, I left an award ceremony, packed up my room, went down at the prescribed time 12-2, and was told that my room change was for the previous day and had been canceled. WTF!!?! Seriously… I am a frequent traveler, I spend 12 days a month in hotels, and I’ve never been given such a run around. EVER. The customer service at this hotel is appalling.

OMG I’ve stayed at plenty of Caesars properties and have never had this many issues. First, when I booked, I booked a King room. When I checked in via kiosk because no one was at the front really, I went to my room and found it was two twins instead. Called to see about switching, she said I had to come downstairs. Went downstairs she said there was nothing she could do. I mentioned that I booked a King forever ago and she said it was first come first serve. That is BS. If you book a king room, you get a king room. Those people they “upgraded” probably reserved their room after me anyway and it should go by who booked first. My lord. Then the heat in the room wouldn’t work. I turned it up to 80 as high as it would go and it was still blowing cold air. The thermometer went from 65 to 57 degrees. I had to call and they sent up engineering who fixed it, thank goodness, but it took an hour to heat up and it was 2 o’clock in the morning. Then, next day, I went to Caesars awards counter because a couple of months prior on the phone they gave me a confirmation number and said to take it to the Caesars Reward counter and that that was the only way to get the rewards points that they were giving me on the phone. Then when I went there, nothing. They then told me it had something to do with my reservation probably and the lady on the phone had to do it. Like, OMG, communication error much? 60% of a business’ success is COMMUNICATION. No one knows whats going on or happening. THEN, I got some food downstairs to go and did not get silverware in the bag. When I called for room service to please bring me some extra towels and a spoon, they said they could bring towels but no spoon. Really? I know they have rolled up silverware in buckets downstairs and that that is what people who are injured sit and do to make money on worker’s comp. Just grab one! They also do not provide body wash in the rooms. Marriott Properties are much more on it. I think I will stick with them…