Bally's Hotel & Casino

I usually stay at the horseshoe each year for the World Series of poker this year. I had a small problem with my room and I went to the diamond lounge to seek assistance when I went in. I thought that this could be challenging as many people believe customer service is dying or dead. Nothing could be further from the truth Jovanna was exceptional and assisted me in switching my room? The same day, she made the entire experience very easy and stress free.And I can't thank her enough for the exceptional customer service in care. Many, many, many, thanks Jovanna...you are a credit to the horseshoe team. Keep up the amazing excellent customer service!!!

Arriving at the hotel in our hire car was a hassle, as we were told not to leave it unattended, so my husband had to wait withit while I went to check in, but after waiting in line for over 20 minutes, I was told my husband had to be present since the booking was in his name. When I asked if I could fetch him and skip the line, I was told no, so he had to queue all over again, the checkin process took us over an hour. The self check-in didn’t work for us, and the staff chatted among themselves while the line grew. Check-in service was below average, though our room attendant was wonderful. The room itself was spacious, clean, and well-appointed, but there was no hot water in the mornings—only at night. There was no kettle for coffee or tea, no complimentary water, and nothing extra to make you want to return. I didn't even get the room I had booked. I paid for a room with a view to the strip and i ended up with a view of a roof top. We were told the hotel was full due to the event that was being run. The whole place smelled of stale smoke, even on non-smoking floors. The location was great, right in the center next to Paris and opposite the Bellagio. As for the pool area, despite paying a hotel amenities fee, cushioned sun lounges required an extra charge—no wonder they sat empty while the uncomfortable ones were full. We won’t be coming back.

Very convenient location and easy access to other properties and dining options. The King Suite was a great comfortable size with room to settle in and was nicer than most strip rooms we have stayed in before. Atmosphere was lively with the World Poker Series going on. Gaming was a bit limited and feeling of able to play for long was lacking. Food prices were a bit high.