Harrah's Resort Atlantic City Hotel & Casino

Never. Again.

In addition to the poor quality of the rooms, filthy condition of the casino floor and common areas, the most off-putting part of our stay was how awful the staff was, particularly the management.

There was a massive water leak from our ceiling, destroyed many of our things (luckily nothing too expensive). The hotel staff could not have been less empathetic. Super rude throughout the experience. Apparently there was a busted pipe in the room above us - these were "newly" renovated rooms.

NOTHING was offered in terms of compensation. Only after waiting another hour at the front desk, I spoke to a manager, who reluctantly offered me $30 in food credit... Could not have been less compassionate or understanding of our situation. My friend and I were putting buckets down to collect the leak, dumping them in the sink every few minutes. (SEE attached photos.)
We did NOT have to do this. Lucky that we were in the room at all! The manager on duty said "these things happen all the time and this is all we can offer."

Waited an hour to change rooms - the new room was a mess - broken shower handle, broken couch, outlets didn't work, missing phone card, no internet, and several others.
Called maintenance, said the wait was over an hour.
Called housekeeping, we waited FIVE hours to get more towels, sheets, etc.

Please, pay the extra to stay at a nicer place, you won't regret it.

Subject: Unacceptable Treatment by Valet Staff at Harrah's Hotel & Casino

Dear Harrah's Hotel & Casino Management,

I am writing to express my deep disappointment and frustration with the disrespectful treatment I recently experienced from your valet staff. As a loyal customer who has spent a considerable amount of money to park at your establishment, I expected a certain level of service and courtesy, which regrettably was not upheld during my recent visit.

Upon arriving at your hotel and casino, I entrusted my vehicle to your valet service, fully expecting to be treated with respect and professionalism. However, the behavior I encountered from your valet staff was far from what I anticipated. Not only did I receive a lackluster and dismissive attitude, but I also sensed an overall lack of consideration for my patronage.

It is disheartening to think that after spending a significant sum of money at your establishment, I would be met with such disrespect from a service that is supposed to uphold your brand's reputation. As a guest, I believe I deserve to be treated courteously and attentively, regardless of the circumstances.

I kindly request that you address this matter promptly and take appropriate action to ensure that other patrons do not face a similar experience. Customer service is a vital aspect of any successful business, and incidents like these tarnish the reputation you have worked hard to build.

I hope that by bringing this issue to your attention, you will take the necessary steps to address the behavior of your valet staff and prevent such incidents from occurring in the future. I have always enjoyed my visits to Harrah's Hotel & Casino, and I would like to continue doing so without any reservations about the treatment I might receive.

Thank you for your time and attention to this matter. I look forward to seeing the necessary improvements in your customer service standards.

Sincerely,
[MR.S550

Where do I begin? From my arrival there were immediately issues. After a 5 hour drive I used the self check-in machine to avoid the line. The machine was getting stuck but a worker was able to get my confirmation paper and keys out of it. Both keys that were dispensed did not work to get us into the room. After trying the keys multiple times, I went back down to the lobby and waited in the long check in line so someone could assist us. I got new keys for the room, and those did not work either. So I had to go back downstairs again and at that point they switched our room as a resolution. I wasted a whole hour during this check in process. The new room had many things that were not working. I went downstairs to speak to staff yet another time about the issues and they said there were no other available rooms for the night but that they would call me in the morning to make a switch. We did not request any maintenance as my friend was already in the room asleep. She was woken up in the middle of the night by a maintenance worker. Why would they request maintenance in the middle of the night when I had already told them my friend was in there sleeping?? On top of that, I received no call in the morning to switch rooms so I had to request it myself in the lobby and wait in line yet again. FINALLY 2 days into the trip we got a suitable room. The customer service was really lacking, not to mention you have to pay to use the pool even as a hotel guest. The hours of the pool are not even listed correctly online so people were lining up an hour early. Many of the slot machines were out of order. Drinks are $20+ any bar you go to. Parking is not free. Everything comes out of your pocket. I was denied a refund by customer service so I will not be back.

I am writing to express my profound disappointment and concern regarding the extremely unsatisfactory experience I had during my recent stay at Harrah's Hotel. After a long day of travel, I arrived at the hotel around 9 p.m., only to find a number of distressing issues that have left us very uneasy.

Upon entering the room, it became immediately apparent that it had not been properly cleaned. We were dismayed to discover hair in the sink, shower, bathtub, and even on the toilet seat. Furthermore, there were noticeable drips in front of the toilet, along with a strong smell of urine. However, the most distressing discovery was made when I pulled back the comforter to find multiple large dried white stains and stained fingerprints all over the sheets. It was evident that the room had not been cleaned, yet it had been made to look like it had been cleaned.

I immediately contacted the help desk to report these conditions, and I was instructed to come down to switch rooms. Throughout the entire process, I was treated as an annoyance and did not receive a single apology, though it took 2-3 hours before we were settled in our new room, hoping for an improvement in cleanliness standards. Unfortunately, even in the new room, we were shocked to find clothing that did not belong to us in the bathroom, as well as more hair on the toilet seat.

This experience has left me questioning whether such negligence is now the policy at Harrah's or if it is a result of staffing shortages. I have never encountered a situation like this, not only at Harrah's but at any other hotel. Considering the age of COVID-19, the idea that rooms are not being properly cleaned, especially when there are bodily fluids soaked through the sheets, is extremely troubling and raises serious health and safety concerns.

I was charged $900 for one night!!

I paid over $300 for a one night stay and nothing about this hotel was worth that price. Check in was terrible. The self check in machines were broken so stood in line which was excessively long. Once I finally made it to representative (about 30-45minutes) I was told that I had two rooms booked, which was inaccurate. After a few minutes of going back and forth with rep, she checked me in to room that actually was booked with a credit card on file and I decided to go to room and straighten out with front desk over phone in room. One of the beds had stained covers so I clearly could not sleep under those sheets but was more concerned with clearing up mysterious room booked with no credit card on file nor traces of where it originated from that I was told I would be charged for unless cancelled. Because I never booked additional room it was hard to figure out how to cancel it but after about an hour or so it was supposedly cancelled. I paid an additional $100 for a late check out which made the room $400+ for one night. The next day I was charged an additional $400. When I called hotel to inquire about additional $400, I was told that I didn't check out until after 4pm which is totally false and impossible because I wasn't even still in AC at 4pm! I requested they view cameras and parking lot records to prove that I never returned to room (nor hotel/casino) once I left around 1pm. When I called back (because I never received call back nor email nor refund a week after being told I would be contacted in 48hrs) I was told that electronic records show room being entered after 4pm so the charge would not be reversed. This could have clearly been rectified by simply viewing cameras and parking lot records. At 4pm, I was leaving a restaurant (not in AC) after being seated and served drinks, appetizers and dinner.

I was charged in total $900 for one night at a hotel that wasn't worth more than $100.