TripAdvisor Traveler Rating

We all showed up here. We had nine rooms reserved and Veronica spotted us and took us aside and personally walked all of us through the kiosk and got all of our rooms in a very quick manner. She was the best really appreciate her thank you very much, Veronica.

LAN was absolutely amazing . With helping us get the perfect room . Recommended place to eat . She was so pleasant . She made the experience wonderful !

My son and I got hurt in the room due to their loose handles on the cabinet. No kettle or coffee maker Hard to find service crew Old and smelly

Such a potentially great vacation spot, unfortunately ruined by the hotel’s confusing and poorly designed attempts at automation, as well as their tone deaf “customer service.” Bottom line is that while the hotel room and casino themselves were excellent, our experience was primarily ruined by being overcharged for an extra night, despite checking out a day early. Problems started during check-in, when we were confronted with a line to the front desk stretching to the entrance foyer. Although we had used the automated system to check in prior to arrival, we still had to wait about 30 minutes in the queue just to get to the kiosks, which then directed us to get front desk assistance! When we finally got to the room, it was clean, comfortable and included a convenient mini-fridge. The casino itself was very good. The Horseshoe has multiple contained and nearby dining choices, as well as many and varied gaming options, including a well-run poker room. Honestly, things were going very well until the end of the trip. We had reserved a 5-night stay, but needed to change plans mid-trip and leave a day early. I contacted the automated concierge (Laurel) and was told we would be able to leave a day early, but would be charged a $50 early checkout fee. However, after actually checking out a day early (again using the automated system), we were surprised to find that the folio sent to my email included the full charge for the extra night we did not stay. Naturally, I contacted Caesars/Horseshoe customer service and explained the situation, including a copy of the texts with Laurel assuring us we would not be charged for the extra night. I was surprised to find them completely unreceptive. They insisted the charge would remain and, in fact, did end up charging my credit card for the full 5 nights.

We are still here but check in was awesome Lidia A. Was so welcoming and funny. She was cracking jokes and so friendly.. thank you