We booked and paid for a premium room with 2 queen beds in the Centurion tower. Mind you , during the booking process, there were various room options available, including luxury level with double beds. We purposefully chose the premium room with 2 queen beds since we
were going to be traveling with our children.
We got to the front desk at 2:48 pm. The man at the desk
pulled up our reservation and then told us there was a $10 charge for early check-in. We asked what time we could check in and he said, “3:00.” We have never been asked,
anywhere, to pay an early check-in fee due to arriving 12 minutes early. We said we’d wait and we stepped aside. We watched others check in, and no one was asked to pay an
early check-in fee.
We got back in line at a little before three since the line was
getting longer. We are given room keys and lug our things to our room. Once there, we see that we were given a room with 2 double beds. Aside from the size difference between
a double (full) and queen being visually obvious, one of our children happens to be 54 inches tall - the exact width of a full size mattress. We all went back down to the front desk,
pulling our luggage behind. We waited in line yet again. This time, we dealt with a young woman. From the moment we walked over, she had a truly horrific attitude. We explained
that we’d booked and paid for a room with 2 queen beds, but our room had 2 doubles. She rolled her eyes and told me that our room has 2 queens. Again, I reiterated the beds
weren’t queen size. She continued to argue with me, so I simply asked for a new room and she refused. At this point, I asked for a manager. The woman muttered something
under her breath and walked off. When she finally returned, she said absolutely nothing, but ended up pushing a new key folder over. She then said, “if it’s still a problem, you can
take it up with housekeeping.”
We went to our new room. Double beds again. At this point,
we called the main Caesars line and are given the direct number to call the hotel. My husband spoke with several people and was finally told a housekeeping supervisor
would come up to determine the size of the beds. As we were waiting, my husband stepped out of the room and encountered 2 women who were cleaning rooms. They said
, “the room you’re in has double beds, not queen.” We waited and finally a housekeeping supervisor arrived. We told her the issue, she took one look at the beds, and
walked out. We were waiting for a while before my husband called down to ask to speak with a front desk manager who said the housekeeping supervisor was looking into things
.
It was now over an hour and a half since we first checked in.
Finally, the housekeeping supervisor returned. She said we were correct and the room did not have 2 queen beds. She said the front desk would have to change our room and
she’d speak with them. She left. We waited. And waited. My husband called and spoke with the front desk manager, Denzel, yet again (the only truly polite person with whom we
dealt during this mess). We waited some more. Finally, Denzel called, said they had a new room for us, and someone would bring the keys. It ended up that he brought
the keys himself and my husband asked if he could go to the new room with us. We get to the new room, our third at this point..it’s 2 double beds! We showed Denzel and he assured
us that the manager would call us “soon.” No one ever called us.
At this point, we were just done. They had worn us down. It had been nearly 2 hours of time wasted because of
deceitful practices, rude front desk staff, and we were just
stuck. Our kids were hungry and we weren’t wasting any more time waiting for phone calls to the room, so we asked for the manager to call our cell instead. Denzel room down
our number and told us one of the managers would call “in a little bit.” That was now over 12 hours ago.
We are still here and have another night of staying in a room we didn’t book. We paid additional money for a
premium room with queen beds. We’ve been gaslit, had our time wasted, been spoken to reprehensibly, and are so beyond disappointed in Caesar’s. We’ve stayed at this
property many times in the past. No idea what is going on, but we will NEVER return.
P.S. We have now returned home. No manager ever called us, as promised. No one ever came to clean our room or provide new towels. Caesars used to be our go-to in AC. The staff was awful. The hotel is selling rooms with bed sized that don’t exist. Never again, Caesar’s. You’ve lost us for good.
