The Cromwell Las Vegas

To Whom It May Concern, Where should I begin? I traveled from North Carolina to Las Vegas to celebrate my 40th birthday on New Year’s Eve, expecting a memorable and enjoyable experience. Unfortunately, my stay at The Cromwell was anything but that. From the moment I arrived, the entire trip was plagued by miscommunication, poor service, and negligence on the hotel’s part. Upon arrival, it took over two hours just to check in, only to be told I was not being placed in the room I reserved back in March 2025. To make matters worse, The Cromwell attempted to charge me far more than the rate I was originally quoted, despite me explaining that my host had provided me with a different agreed-upon rate. Staff refused to acknowledge or honor this and were unwilling to resolve the issue. Before checking in, I had already spent over $300 at Walmart on groceries, specifically because the room I reserved included a refrigerator. After the confusion at check-in, I was informed that I would not be receiving the suite I had reserved because it was now supposedly “out of my price range.” Left with no choice, I accepted a downgraded room. I was told that, due to all the miscommunication between the hotel and my host, a refrigerator would be delivered to my room as a courtesy. That promise was not kept in a timely manner. It took over five hours for the refrigerator to arrive, leaving my groceries sitting at unsafe temperatures and nearly spoiled. Meanwhile, I was forced to stay in a small, dark room with terrible lighting and no view, facing dumpsters outside my window. This was unacceptable, especially given the circumstances and the fact that this trip was meant to celebrate a milestone birthday. The following day, one of the elevators went out of service during one of the busiest weeks of the year. This caused wait times of 15 minutes or more just to get to and from my room, repeatedly disrupting my plans and ruining entire portions of my day. This was especially frustrating as I was traveling with 15 family members and friends who had joined me to celebrate my birthday week. Later during my stay, I experienced a serious issue involving a casino voucher. While attempting to redeem a voucher at a kiosk, the machine went out of order while my voucher was still inside. A Cromwell/Caesars employee instructed me to leave the kiosk immediately and go to the cashier cage, despite my concerns about leaving my voucher unattended. I asked multiple times if this was correct, and she insisted and physically directed me to the cage. By the time I reached the cashier and waited in line, I was informed that someone had stolen my voucher. I was told everything was on camera and completed an incident report, yet I never received my money back. Instead, I was offered free play, which I did not want. I wanted the cash that was taken due to your employee’s instructions. That loss was a direct result of staff negligence. This entire experience makes it appear that Cromwell/Caesars employees either acted with extreme carelessness or knowingly enabled a situation where guests’ vouchers could be stolen. Either way, it is unacceptable. Because of everything that occurred, I will never recommend this hotel to anyone. What should have been a joyful celebration turned into a stressful, disappointing, and costly experience. I paid good money and traveled across the country only to be treated poorly and left with unresolved financial loss. I expect this matter to be taken seriously and properly addressed. Sincerely, Jordan W

We spent some time at the bar playing video poker. Didn't win anything but Antonio the bartender was very good and kept our drinks full. The property was immaculate! Been coming here since it was Barbary Coast. It's the nicest its ever been!

Horrible experience. There was no shampoo body wash or even towels in the room. I paid extra for early check-in however early check-in was only 30 minutes before and they still charged me. I was given the incorrect time for early check-in.

There are only two elevators and one was non-operational with no apparent attempt to fix it. Unacceptable. Coffee machine but no coffee in the room. No cups or glasses in the room. Had to call 3 times to get my room serviced. Locked out of my room by their computer twice. I'm told the hotel is up for sale. I believe it.

Don't stay here. Our room suppost to be ready at 4pm but for any reason it wasn't. We were wating until It was ready around 8pm. 3 couples got the same problem there.