I stayed in the 1500 sq foot Celebrity Suite from Jan 21 - Jan 23 for our wedding. We also paid for all of our guests to stay at the horseshoe (25 guests). When I first arrived the valet was so rude, all I needed was a bellhop and after he told me to go to the left for self parking I stopped to get bellhops attention. He came back and started knocking on my window yelling at me that he already told me to go to self parking. I gave him the same energy he gave me and he then tried to deescalate the situation. He then finally listened and understood all I needed was a bellhop for the 19+ bags I had for the wedding. We gave all of our wedding bags to bellhop and went in to check in. Upon arrival I paid for early check in and received an email that it was confirmed and to “just go to the kiosk to get our room key”. We arrived from California to Las Vegas (6 hour drive) and told them we would be there around 1:30pm. We arrived at 1:45pm and tried to check in at the kiosk and it immediately sent us to the Ambassador. We stood in line until called and was greeted by Saabia. She then told me that our room was not ready yet although we already checked in online and gave them all my card details to be charged for early check in. She became so rude and did not have any patience to explain to me why my room was not ready. After going back and forth with her, she then proceeded to argue with me that there was no way I could have checked in online when someone was still checked into our room and the room was dirty. I tried to show her my email and SHE REFUSED to even look at what I was trying to tell her. She told me “I don’t need to look at your email ma’am I know you didn’t check in, you can’t check into a dirty room”. She then tried offering me a room at the Jubilee Tower and I explained to her we are here for our wedding, and we booked all of our guests on the Resort Tower and we want to stay on the Resort side because of this. This being the reason why we booked the Resort Tower for us and all of our guests. She said there was nothing else she could do for me and she cancelled the early check in charge. I understood the there was someone still in the room even though check out is at 11am, but I was asking why was I able check in online and get an email to come to the kiosk and get a room key if it wasn’t ready and once again offered her to look at what email I was talking about. She began getting really angry and told me once again there was no way my room was ready and she was NOT going to look at the email and proceeded to tell me that she offered me a solution but I didn’t want it and I would need to come back at 4pm at regular check in. After driving all the way from California and all our wedding stuff (tux, dress, decorations, rings, etc) with bellhop and we would have to wait another 2 hours to even check in and no one could help us?? We waited the 2 hours and came in at 4:20pm, 20 minutes after check in and went to the kiosk again and tried to check in. The kiosk said our room still Wasn’t ready. We then were helped by MAYA, and explained everything that happened, she also offered the Jubilee Suite and I explained to her the same thing I did to Saabia, and she went to go get a manager. She came back and said our room was ready we are all good to go just finish checking in on the kiosk. We tried the kiosk the first time and it crashed, we tried it again and it said “See hotel ambassador”. We then had to stand in a HUGE line with only 2 ambassadors checking in guests. Maya sees us in line again and immediately pulled us out of line to help us again. She tried to run my card but it was being declined. I had to call my bank and they advised me I went over my daily limit for debt purchases and the bank couldn’t do anything. I then remembered I made the final payments on our wedding stuff, but I didn’t have any other card to use. After begging and balling on the phone with the bank to approve the purchase they were not able to do anything, only if the hotel could take routing and the account number, which they didn’t. Maya was there the whole time trying to help find us a resolution, she quickly switched the reservations over to my fiancé’s name and was able to charge his card, and then proceeded to reassure me that everything was okay and my wedding was going to be amazing. At this time it is already 5pm and we arrived at the hotel around 1:30pm and STILL wasn’t checked in. We finally got into our room about 6pm. We were exhausted, emotionally drained, and holding onto the little relief we had to keep us going. Someone had set the room to 78 degrees and is was sooo hot in our room! I had to open the double doors to get the air in from the hallway to just cool down our room. And the windows only crack an inch so not much cool air was coming from there. Not to mention our room was really dirty too, it didn’t even look like it was cleaned, but I was just happy to be able to relax. The first few days the lowest the room would go to was 70 degrees. After the third day my fiancé called the front desk complaining of how hot our room is and the person at the front desk was arguing with him that there was nothing they could do and that they didn’t even have a fan to bring us. He explained that the reason we booked this 1500 sq foot suite was to have all our wedding guests here for our Welcome Party and have 25+ people in here will only make it worst and we were also missing bar stools at our bar. She proceeded to ask him what makes him think the bar stools were missing, that they had no more in their inventory and that we must be from Alaska if we need it colder then 68 degrees. My fiancé refusing to take no for an answer she finally agrees to send someone to our suite and send some furniture up. The HVAC people came up and checked the temperature and sure enough the air blowing out was 72 degrees. They override the thermostat and put it on the lowest setting 65 degrees for all 3 thermostats. After all of this, I WILL NOT BE RETURNING BACK TO THIS HOTEL. Maya was absolutely amazing to us and we couldn’t have needed someone so nice, caring, and helpful in that moment and she was all of those things and more!! We hope Maya get some type of recognition for her outstanding customer service to us. If it wasn’t for her honestly, I would have just cancelled our room and went to another Hotel.…
Had such a great time, The staff were awesome, the room was large and clean, great bed,and very comfortable. From check in to check out and everything in between was superb. Recommend to friends or family, definitely!
Just spent the weekend at the renovated Horseshoe, which took over for Bally's. Outside of new carpeting and some fresh paint in the casino, the rooms have not changed much and are in serious need of updating. The deferred maintenance is showing. The first room they checked me into, the toilet paper holder was broken, so I went downstairs into the Diamond Lounge and requested another room. The second room had a large divot on the bathroom vanity. I emailed and left a message for the Assistant Hotel Manager, however she never got back to me. Outside of being centrally located in the middle of the strip, the new Horseshoe has a lot of work to do. The Jack Binion's Steakhouse is very expensive for an average meal. I can BBQ better steaks at home at a fraction of the price. BLT Steakhouse was a favorite with the best happy hour and greyure cheese popovers, however that closed March 2020 due to COVID and never reopened. Sterling Brunch (at BLT Steakhouse) was the best brunch in Las Vegas. However, it closed March 2020 due to COVID also never reopened. All the little things that made this hotel special are pretty much gone and you're left with an arcade (at Las Vegas!?), a marginal outside food court along with $40 valet parking and a $45 extort, errr "Resort Fee", which they charged me another $15 per night in Wi-Fi charges. Thank God for my Caesars Diamond status otherwise I would have been angry with the parking fees and extort fees. Caesars can do better. …
The room was disgustingly dirty—seriously appeared as if it hadn’t been vacuumed for the previous month. Love the location and had stayed here when it was Ballys, but will not stay again unless remodeled and under new management. That they think this is acceptable is worrisome—with the great location perhaps they don’t think a clean room is necessary.
I loved everything about it, nothing wrong , room was clean and very spacious, definitely would stay here again, nothing went wrong while staying here , highly recommended, definitely will stay here again wenever I come back
This is the 2nd time that I have stayed at this property in the last 2 months. Both times I arrived and they did not have the suite that I booked. They down graded me to a regular room and refused to refund the extra money that I paid for a suite. This is just poor management. They over sell their smoking rooms and suites. They bait you by offering you a suite and then switch it when you arrive. I will never stay here again.
Baked in smoke in lobby and casino. The place needs to be totally updated. Rooms are sufficient but old and rundown. However the rooms were cleaned daily. Difficult to find amenities in the hotel. Luckily Paris hotel is next door for food. Work out facilities at Bally’s (Horseshoe) is difficult to find. Very little hotel info in the room like a channel guide for the TV. Only reason I stayed here was because of my conference. Never again will I stay here unless the place is overhauled !!!!
Our room was dirty on arrival trash was left in our room from previous guests. I figured everyone makes mistakes and carried on with our vacation without complaining. Then it got worse and worse. Housekeeping entered when they thought we were gone. We had the do not disturb sign up and she tried to enter anyways. We had the stopper flipped so she couldn't. I went to meet her at the door and told her we didn't need anything. We were just about ready to go at this time but needed to get ice. So after the conversation with her we grabbed the ice bucket and walked down to the ice machine. When we got back she was in our room!! She kept coming up with excuses that she called her boss and her boss said to do it anyways and to leave towels and to move the sign into our room etc... She just kept rambling things that didn't add up. Two days later we had the same type of situation except we had left the room. We put up the do not disturb sign up because we didn't want service. My purse and other personal items scattered all over the bed. Housekeeping entered anyways and proceeded to move our stuff around to make the bed. Yet left empty drink cups and trashes full. They also did not stock towels. So it seems strange as to why they entered if only to make the bed. I have never had this type of experience at any other location in Vegas. Then to boot they over charged me and said I checked out late. When in fact we checked out at 5:00am for a 7:25am flight. When I called to ask what happened they told me there was activity in my room past 11:00am. It was a battle to get the refund from them as they claimed we were there. I still have yet to receive the refund. This whole casino was a mess. Definitely more issues there. I hope if you book you don't have this experience. If you do report everything right away. Get names. Keep record.…
Good stay enjoyed most of it. It’s an older hotel so a little rough around the edges, but the price makes up for it. The steak at Binions was very disappointing. $85 for a tough piece of ribeye was not great. All in all, a good place to visit
Stayed for 6 nights. On check in, asked if we wanted to upgrade our room for $15. Told us much better. Ok. But it was over $17 with tax. Better room? OMG. could only imagine what other room would have been. Very outdated. For over $1000 for 6 nights, I’d never stay here again