Caesars Entertainment

Good morning,

I have a complaint about the room Im in on 03/04/24 at Harrah's Casino in Atlantic City, NJ. When I checked in I informed them that I reserved a non-smoking room in the middle of February and apparently the front desk could not accommodate me so Im stuck in a smoking room or I wouldnt be in a room for my stay.

I asked for some sort of compensation for my aggravation since I have asthma slightly but they refused. That didn't seem right or fair since I purposely requested a non-smoking room. The manager said they had no other rooms available until 03/05/24 at night. I accepted the room switch when they called me in the room at 7 pm that night since I could not take another night in that room.

Then they switched me into a room that was conjoining (they never told me that) and next to a bunch of kids. I understand that they were going to be noisy but this was going on until at least 1030 when I finally fell asleep since I needed to be up early to take meds.

I called security multiple times for them to come up and ask them to stop making so much noise. I even went to the room next door to let them to quiet down and they just got louder.

We arrived at the Linq at 0930. Notified that check-in was at 4pm or we could opt for a $50 fee to check-in early which we did.

Placed in a suite that had coffee maker & paper cups, however there was no coffee to be made nor glassware in bathroom to rinse mouth or take meds, etc. Was informed we had to pay for those items. What is the Resort Fee for. Even Red Roof Inn or Motel 6 offers these basic things.

Also, after morning shower, discovered "Bed Bug" in bathroom towels and upon stripping bed found another insect carcas.

We reported to registration and was relocated and informed when manager came on her shift we would receive additional comps but had to wait. The next day I had my wallet pick pocketed resulting in all cash missing plus ID and credit cards. We notified Linq on two things: 1) the balance of our stay could not be put on card I booked the trip with cuz it was cancelled due to theft and 2) any promised comps given to us from above situation could not be applied to said card for the same reason. What Linq did was take another card and instead of applying balance to it, charged the whole amount to it resulting in us being double dipped on the whole trip price which would take 5-10 days to rectify on our in which created even more issues for us.

Also, the manager who we waited for to authorize any comps proceeded to comp us the $50 early check-in fee and stated that was not enough for the relocation and Bed Bug issue but needed to talk to her supervisor to authorize additional comps.

We thereby had to wait another day but was finally told we would be comp $500 off total bill. Since the whole trip was a tad under $500, this would effectively create a $0 balance. We also made note to the manager that since our check in, not one day did housekeeping stop at the room. We had wet bath towels, over flowing trash bins, etc.

What again was a Resort Fee being applied when you can't even get basic housekeeping.

So, upon our check out the next morning, we utilized the in room TV Guest Service option and noticed a $38 balance still being assessed. We decided to check out at the front desk instead and was told by personnel there that the balance was approx $158!! The discrepancy between the Guest Service Option In Room and front desk amount could not be explained. He had no idea nor were there any notes of any kind made in their system by the manager or her supervisor of anything, including our relocation to another room let alone the monetary comps promised to us.

Since we had to leave for our early flight, we were instructed to call back on our layover prior to the Linqs 1100am check out time and talk to the manager.

When we made that phone call, we were told we had a balance of over $200 to pay. So in the span of 6 hours, we now had 3 different balance amounts quoted from 3 different Linq sources all of which should be $0 to begin with!! Trying to get in contact with registration desk and the manager we were working with proved fruitless. We were told that the Linq will not allow us to contact an individual directly that their policy is to funnel all calls and inquiries through a different channel and that there was no mention or notes on anything.

Even the difference in existing balances could not be explained.

If this is a Caesars policy on all their properties or unique to the Linq, it was so reprehensible and insulting to us and should be embarrassing towards your customer service commitments.

In summary, we checked into your hotel with :

1. Bed Bugs

2. No housekeeping until last day after a 2d complaint

3. Billing error by double billing our whole stay

4.

Promised Comps for all unpleasantries that were NEVER recorded nor given.

5. System that prohibits customers from reaching the very people we were instructed to contact and thereby unable to rectify issues

6. With no applied promised comps for all this, we still had to pay

With Caesars reputation and profitability, I am stunned to have experienced this with no sentiment for Caesars to rectify or care for the "little man" who trusts in their professionalism when booking a vacation to one of their properties.

I would find it very difficult to recommend the Linq to anyone and will wait to see how this is responded to by Caesars as a whole before I would recommend any of your properties.

I am hoping that this is just an isolated issue with this one particular property. I guess we will wait and see.

When somebody plans a trip and your website literally says you will not get billed until you leave the property, that's exactly what I expect to happen. Not in my case, I booked the room, paid the 1st night, then checked in and they placed a hold on my card and im about to leave almost 5 days later and the hold is still on my card.

I planned this trip to coincide with my pay day so I could have some money to gamble on. So I literally stayed at a casino and did not play at all at the casino and could not go out and eat or do basically anything, because you all held my card.

If you all would have made it clear that you placed a hold on the card until check out, I could have planned this differently. So thank you for the horrible.

Was suppose to have a free room was charged $183.24 went to the front desk 5 times each time they said they took care of it the last time we went up there they called the boss at home at 3am he stated to that he worked 12 hours and he wasn't going to do anything about it until he came to work I told them I was checking out I will not be staying here again I earned the rewards for playing the slots spending a lot of money and they treat their customers like that I will not ever stay here again I won't even gamble here again.very poor in management and makes the casino look bad I will make sure to leave a bad review and make sure I post it to be seen

Went to Harrah's Philadelphia on 8/23/2023 after a 5 year hiatus. I went to customer service and asked for a rewards card (the kind you put in the machine to accrue points).

One week later, I received an unsolicited Caesar's Reward Visa Credit Card. I DID NOT apply for this card. I checked my credit report and found this card was opened on the exact date I went to Harrah's Philadelphia. I believe it is illegal to open an account if the consumer does not apply.

I believe Wells Fargo paid huge fines some years ago for similar behavior by staff. If this has happened to others, I think a class action lawsuit is in order.