Abigail
October 16, 2025
We booked at room at Nobu Hotel in Vegas. Prior to our arrival, I spoke directly with Nobu by phone to confirm the possibility of early arrival. At no point were we informed of any changes to our reservation.
When we arrived, we walked roughly 10 minutes through Caesars Palace with 4 suitcases, a stroller, and 2 carseats to reach the Nobu area, only to be told at check-in that we had been “upgraded” to a room at Caesars Palace instead. This was the first time we were notified of any change. The front desk explained they did not have my email on file because I had booked through *******, which I found quite unusual given that we had already received multiple communications from them before.
We then had to walk all the way back to the Caesars Palace front desk and wait in a long line to check in. During that process, I asked what type of room we were receiving and was told it was a standard queen room, not an upgrade. The entire reason we would have agreed to a hotel change would have been for a true upgrade, especially since Nobu is a higher-end property. I had to insist and ask the agent to speak with a manager twice before a proper room was arranged.
This experience was extremely frustrating, especially while traveling with children. We feel we were turned away from Nobu due to our children being with us.
While Caesars Palace eventually accommodated us with a nicer room, the handling by Nobu was disappointing and unprofessional.
