Stay at Horseshoe Las Vegas Hotel & Casino in Las Vegas, NV

I was really excited to stay in this hotel with my family after driving 5 hrs from san diego to las vegas my kids were waiting and counting the time to be in the pool after but once we arrived they told us pool time is from 9am-5 and the check in time is 4 which i think its unfair so we plan to go the next morning we got ready and they close it because there was no lifeguards -.-

Horseshoe stay... Hotel location was excellent Check in easy and free room upgrade Room very large with two queen beds. Bathroom very spacious too Housekeeping wasn't up to standard. Room not cleaned for the whole week. Just bins emptied. Towels were changed everyday though. The communal areas outside the rooms on our corridor were not vacuumed once!! The staff were very friendly and I feel we got what we paid for.

Friendly staff Everyone here is extremely friendly. Lena at the front desk was very helpful and made our check-in a true delight! The bellman who brought up our bags was quick and again, very friendly. Room is clean, very spacious. Two mini-fridges!

Three Rooms, Multiple Billing Errors, and 25-Minute Valet Wait - A Vegas Horror Story” My recent stay at Horseshoe Las Vegas was a tale of two experiences - one highlighting what excellent hospitality looks like, and the other demonstrating systematic operational failures that consumed valuable vacation time and tested my patience at every turn. The nightmare began at 3:30 PM on September 25, 2025 during what should have been a simple check-in process. After using their mobile check-in kiosk, I was assigned Room 633 at the far end of the resort tower. Upon entering, the room reeked of cigarette smoke despite my non-smoking reservation. Dragging my luggage back to the front desk, I was reassigned to Room 597, only to discover the thermostat literally hanging off the wall - a basic maintenance failure that should never reach a paying guest. By 4:06 PM, after requesting to speak with a manager about these consecutive room failures, I found myself in a 30-person "key help" line with only two agents working the entire front desk. This understaffing created massive guest backups and suggested I wasn't the only one experiencing room problems. It wasn't until 4:32 PM - over an hour after my original check-in time - that I finally spoke with Manager Brooklyn, who provided the kind of service recovery that saved my entire experience. Brooklyn was exceptional. She immediately recognized the severity of the situation, apologized sincerely, and upgraded me to a Premium suite with double doors at no additional charge. Her professionalism and solution-oriented approach demonstrated what quality hospitality should look like. The Premium suite itself was excellent - spacious, clean, with good amenities, though they oddly used flat sheets instead of fitted sheets on the bed. However, the service quality proved wildly inconsistent depending on which staff were working. The next morning September 26, 2025, when I needed my room keys extended for the complimentary 12 PM late checkout I'd been granted, the front desk agent acted as though I was bothering her, took nearly 10 minutes of excessive computer clicking for a simple key extension, and actually rolled her eyes when I thanked her. This unprofessional attitude was a stark contrast to Brooklyn's excellent service. The billing issues were perhaps even more concerning than the room problems. My initial bill showed $338.20 when I expected around $150. After fighting through their external call center system with 15-minute holds just to reach actual hotel staff, I discovered they had charged me $90.72 for a 2 PM late checkout that I had explicitly declined, instead accepting their complimentary 12 PM checkout option. When I finally reached an unnamed manager (Brooklyn was off that day), he insisted there was "nothing he could do" to remove this fraudulent charge for a service I never requested. Only after multiple disputes and threatening further escalation did they reduce my bill to $137.95. The operational problems extended beyond the front desk. When checking out, the valet service took 25 minutes just to retrieve my car. To add insult to injury, the valet attendant then demanded a larger tip than the $5 I offered, rolling his eyes and displaying a hostile attitude when I maintained my gratuity amount. This entitled behavior after poor service perfectly encapsulated the cultural problems throughout the property. From a value perspective, I ultimately paid approximately $151 total ($1.52 for the room using Expedia credit, plus $50 resort fee, $40 valet, and $60 for an upgrade that became irrelevant due to Brooklyn's superior free upgrade). For a Premium suite on the Strip, this represents decent value, but only after fighting multiple fraudulent charges and enduring significant operational failures. The location is undeniably excellent, with prime Strip access and easy connectivity to other Caesars properties. However, travelers should be prepared for potential extended check-in times, multiple room assignments, careful bill scrutiny, and inconsistent service quality. The fact that I felt compelled to escalate these issues to Caesars corporate speaks to the systematic nature of the problems rather than isolated incidents. While Manager Brooklyn's exceptional service recovery prevented this from being a complete disaster, the operational failures, attempted billing fraud, and unprofessional staff behavior make Horseshoe Las Vegas a risky choice when you're paying premium prices to enjoy your Vegas vacation, not spend time fighting with hotel staff. Future guests should budget extra time for basic hotel functions and carefully document their stay for potential billing disputes.