Horseshoe Black Hawk, A Caesars Destination

My husband and I rented a room this weekend to celebrate his birthday When we arrived at the room I noticed the refrigerator and drawers were open so I closed them and figured the refrigerator would need time to cool,so I put drinks on ice in the sink. We went out and came back and the fridge still was not working The next morning I woke up and tried to make a cup of coffee The coffee maker didn't work either so I went to call the front desk phone and it did not even work. So I called on my phone and talked to manager Neil to see if he could change rooms and get the fridge and coffee maker fixed he said he would seed d someone up after sitting in our room for three hours waiting I finally went down stairs to talk to someone again I spoke to manager and realized are do not disturb sign was up,my bad although the could of called me on my cell but ok so the Neil said he would send someone up to fix problems another 2 hour and still nothing I finally gave up I really felt like this hotel did not really care about helping there guest enjoy there stay I was so disappointed 😞

Location

Staff was slow and sometimes rude. They ran out of ice buckets. The TV was locked down and wouldn't let us use our laptop with HDMI. The hot chocolate machine was broken the entire time. There were additional fees not listed on the booking app

Nathan at the front desk working on December 26th was one of the most condescending people I’ve ever had to deal with. My mom is 68 years old and the way this man spoke to her was beyond horrendous. I’ve been in hotel hospitality for 15 years and I had to step in to let him know his tone was absolutely inappropriate. We had two rooms on the “dog floor” because we traveled with our pups and although the entire floor has nosy barkers (which i didnt complain about because hello, we’re on the dog level) for some reason the wining of my mini dachshund was a reason to threaten to kick us (and my three small kiddos) out on our third night even though we were leaving the next morning and had spent over $3k on our Christmas vacation. My mom has been a Caesar’s member since 2000 and we’ve never encountered any issues with our dog’s noise before this trip. The manager never once came to speak to us but instead seemed to be giving his orders from behind a front office door that the staff kept disappearing into. The manager’s behavior and lack of leadership made Nathan’s gross disregard for his guests more clear as the fish always rots from the head and if they arent being taught correct customer service it’s no wonder there wasnt any present in this situation. To say we won’t be back is an understatement but watching my elderly mother be disrespected during Christmas was unacceptable. I hope she complains on her side of the reservation to be compensated for the lack of professionalism.

Brews Brothers food was amazing.

Had a hard time getting a drink while gambling.