CAESARS PALACE LAS VEGAS HOTEL AND CASINO

Checked into Caesars, paid for an upgrad to our room. Got into the room and it REAKED of sewage and it was very hot. We turned down the air and hoped the smell would go away. Got back from the pool that was closed at 5:00pm (said it closed at 7pm) and the room was still hot. Called downstairs and asked to send someone up. It took 45 minutes to get someone to come upstairs to help us. They finally got up there and we were on the phone with the front desk trying to move room bc obviously we weren't a priority to them. The engineer left. Didn't wait for us to get off the phone. Went down to talk to a manager and the manager switched us to a different room lower and smaller then our upgraded room that we paid for. Went back up to the room to get all our things. Looked through the room to see what the smell was and guess what, old moldy cake was left in the fridge that was off.......Called downstairs asked to be moved a to a room that we paid for. They sent a manager to our room to hand deliver new keys. He didn't tell us anything about where the room was located on the card it said 41st floor.... There was no 41st floor in the elevator. We called downstairs to see what 41st floor they are asking about and they said the 21st floor. And once again no 21st floor in that elevator..... Went downstairs my husband spoke with the manager again and we canceled our entire stay with them. She said that she write down everything that happened. I haven't gotten my money back and when I called the online company that we booked through Caesars Palace denied us and told them that we stayed there. Lol

I was told there are fridges in the room upon request prior to my trip I just need to request it when I arrive , I was also told I had guarantee early check in neither are true when I arrived they said no such thing as guarantee early check in I called several times and when I almost arrived to confirm only reason I got early check in is because the rep noted in my notes for my stay , there are no mini fridges at all only tiny fridges that fit meds that pissed me off that I was lied to was also told there is no bell hop called back prior to my trip found out that’s a lie there actually is bell hop and ballet , there is no room service during covid no one cleans ur room or your trash they don’t even put trash liners in the trash cans the manager also lied to me and told me she could check the calls but it would take two to three hours and she would get back to me I checked out at 5 am this morning the entire stay of three nights she never reached out to me she told me if I wanted a refund when I checked in so I could stay at another hotel why the hell would I want that it’s Friday last minute and the stay was for my birthday it gets better my boyfriend used the toilet and it would not flush we called the front desk they said there is no eta we have to wait and when maintenance comes we have to leave the room luckily they came in 30 minutes the girl had to replace parts 3 x for it work the panel was falling off the spa tub as well how ghetto I would expect this from a ghetto hotel like Excalibur or flamingo not caesers palace oh the pool u can’t even use u Need a reservation if it’s full your out of luck didn’t even get to use it don’t visit during covid words of advice clubs and shows are not open anyways

Eric is the guy to request at the front desk. Just wanted to get that out of the way. Every time I've visited (each month since June of 2020) I've been met with great service and wonderful smiles. The staff is friendly (Eric is the friendliest and most patient so far) and ready to help as much as the CDC will allow. They have restrictions that will keep you safe, which are annoying but in lieu of everything the staff puts you first. I've loved each stay but I've felt the best when I've been met by Eric each time. If you're willing to follow the mask rule then your stay will be wonderful.

Room needed to be cleaned next am. Not vacuumed! Pool crazies only concern was masks while never wiping down lounge chairs! Really...masks outside big issue people changing lounge chairs...no biggie? Mushroom pizza in casino crazy good, not too worried about cleaning the tables with only one staff person on the job! Most people sat down at used table. Final kicker was no comp offered for a in vacuumed room and hit with a resort fee for three days...surprise! Staff was super friendly and always busy working. Mask police at the “outside” pool, ridiculous!

My trip was amazing. I’m in Vegas 20+ times a year and this trip blew me away.James Stallings in the VIP dept went above and beyond ensuring my family was comfortable and enjoying their stay. He’s truly at asset to Caesars.