I will not be staying here again.
Unfortunately, this was a very disappointing experience. What many people may not know is that this property is affiliated with the Lady Luck Hotel. Due to overbooking at the Horseshoe, the staff decided—without any communication—to move our reservation to Lady Luck. We were not given the option to cancel or even informed of the change.
When we arrived, they claimed we didn’t have a reservation at all. The only “record” of our booking was a sticky note instructing staff to place us at Lady Luck. We had to reload our luggage into the car and wait until 4 PM for a manager to arrive, who was just as rude and unhelpful as the rest of the staff.
We specifically booked the Horseshoe to stay with the rest of our group, and this change completely disrupted our plans. There was no apology, no compensation, and no accountability—just a dismissive attitude.
This experience could have been entirely different with a simple phone call or email. Instead, it felt like we were treated as an inconvenience. I won’t be returning..