Horseshoe Black Hawk - A Caesars Rewards Destination

The room was clean, but dated. The phone for calling the front desk was broken, and the AC didn’t work. It was cold outside, so opening the windows helped. The first night, the elevators were down, and I had to drag a big suitcase up five stories. Nobody seemed to care. Service was awful all around. I ordered breakfast for pickup one morning and waited 30 minutes before going downstairs. The staff didn’t know why I was there. I explained, they checked the computer, acknowledged the order, and only then started making the food. It took about an hour on an extremely slow morning, with maybe six people in the restaurant. Staff didn’t acknowledge the wait or seem to care. I told them one meal was for someone sensitive to gluten, but they loaded it up with wheat toast instead of leaving it off. That’s a health hazard and shows a lack of care. We asked for room cleaning on the third day of our four-day stay, and it never happened. When we reported the AC problem, they offered a fan and shrugged. I’d requested late checkout through Caeser rewards before checking in, but they had no record of it and wanted me to come downstairs at midnight to discuss it. The man on the phone had no people skills. Staff either didn’t care or weren’t trained, and it was a disappointing stay as a longtime Caesers Reward member. I haven’t had a good stay at one of their resorts in a long time, maybe not since my first visit to Caesers Palace in Las Vegas in 2019.

We were there on Friday right after Christmas, one of the busiest days of the year, and the casino was packed. The service still held up. At Brew Brothers, the staff and management were calm, professional, and welcoming even with how busy it was. You could see how hard the team was working. They did a seriously good job handling the crowd. The cocktail servers on the casino floor were also great. They were smiling, kept walking around, and paid attention. I think I got about five beers from five different servers as I moved between sections, and every one was kind, friendly, and professional. I didn’t have time to get everyone’s name or a pen, but please tell all the employees they did an amazing job. Great teamwork and leadership at Horseshoe Black Casino. Everything from the restaurants to the casino floor was wonderful.

The only staff interaction I liked was with the woman who checked us in at Lady Luck, because we couldn’t check in at the Horseshoe front desk. Maybe we should’ve booked there instead. We came on a bad day, but the way staff handled it was beyond unacceptable. The elevators were all down, so everyone had to use the service elevator. Half the machines I touched had broken buttons, and finding a server for the “complimentary” drinks was nearly impossible. The gas had been turned off, so the restaurants couldn’t cook and were serving salads only. There was no hot water in the rooms either. I understand it was for safety, but the problem had been going on for hours before we arrived and no one told us when we checked in. Nobody warned us about the food or hot water problems. When we asked how they’d compensate us for the terrible experience, all we got was a shrug. This was the most disappointing casino hotel stay I’ve ever had. I’d give it zero stars if I could. I may never come back to Blackhawk, let alone this awful excuse for a hotel.

They said they had my headphones, but it turned out they’d stolen them and lied about it. I was tracking them and played a sound while I was on the phone. Then he said he hadn’t found them, and after that they were factory reset. This was security. We had to switch rooms three times. The AC and air didn’t work in the first two. We got to stay for free, luckily, but I’d never pay to stay here. Half the casino is closed and falling apart. Avoid it if you can.