Bad customer Service in making reservations i informed them i needed a non smoking room cause of my health problems got there and they wanted 500.00 more cause they were out of non smoking. Second night room was so dirty bed had brown stains so we call down and was told 175 and they could switch us. Over all bad hotel and customer Service stay away.
Booked a king room back in September for Valentine’s weekend called ahead to make sure room would be available as I was checking in late because of flight was assured no problem well show up Thursday after midnight and guess what a problem given 2 queens with attitude of it’s all we have having been going to. Vegas for the last 30 years have never seen or had such poor customer service and a strip hotel with no room service after 12am including weekends even emailed general manager to get back a pathetic sorry for any inconvenience hoping this place folds like the hard rock take my business n money back to the Bellagio where you are appreciated avoid at all costs .
I stayed at this hotel as my conference was located here as well. I’ve stayed at other hotels in Vegas before, and this is by far the worst! First off, 24 hr prior to arrival, I checked in online and indicated that we were arriving after 11:30 pm. Per the instructions, to proceed to the express check in kiosk upon arrival. I arrived at 11:30 on Friday, and did just that. But lo and behold, when I checked in, the kiosk told me to go to the check in at the desk. What was even the point of checking in online? Anyway, so I go to the check in line, and waited for an hour to get to the desk. I guess if you’re not a platinum member at this hotel, you’re a nobody. Our line, which was the regular line had 2 agents assigned to it, while the platinum line had 3. What frustrated all of us in the line was that not only the agents in our line were slow, one of the 2 agents left the desk (maybe to go on a break). The only agent left was not only rude, but kept ignoring our line, which was backing up, because whenever the platinum line would empty and a new person would line up there, he would take them first over our line, despite of the fact that that platinum line already had 3 agents! So when it was turn to check in, I told him about the express check in situation, but he said nothing! No apologies for the long wait in line or the express check in situation. He asked for my ID, looked briefly in the computer and left, so we were left on the desk further unattended. At this point, I was ready to lose it. It took 5 minutes before he came back out and still said nothing to me regarding the express check in. Instead he just asked for my credit card for incidentals. Due to my frustration, I threw my credit card on the desk, and he had the nerve to get at mad at me for “throwing the card at him.” I thought rude deserved rude, but I eventually apologized. We finally get checked in, but here’s the kicker. We get to the room, and guess what? There was already a person in that room!!! I felt so bad walking into her room. So, I had to go back downstairs, complained to another agent regarding the room situation to resolve. Luckily this agent was nice enough and diffused the situation and gave me a different room. Planet Hollywood, get it together! I will not stay at your hotel again.
They absolutely worst hotel I have ever stayed in. It took 3 hours to check. The problem was they booked us as Jonas instead of Jones. They refused to change the name so it haunted us the entire 4 days we were there. We were locked out of our room 1 day because they made a mistake running our cars. Took 45 mins to get the mess cleared up and back in our room. Housekeeping thru out our souvenir cup (because it was trash.) The cup cost $25.00. The main desk, housekeeping, room service, or anybody else there will not answer the phone. If you need anything you have to text IVY. And just wait for an answer. I could go on but hopefully, I’ve said enough to keep anybody else from staying there. You will pay top money for bargain basement service. I suggest Excalibur, Luxor, or even motel 6 would be better.
We say again that Planet Hollywood is a Horrible hotel.
If I could leave 0 stars I would. The customer service here is the worst I have ever experienced. They do not care about customers at all. Rooms are dirty and old, mold in bathroom, wallpaper peeling off, food and trash from guests before. After already taking 2 hours to checks in we waste another hour to get a clean room. Manager didnt care and did nothing to make up for their mess ups. Then on top of that they over charge me and a week after my stay have not gotten that money back. Talked to several managers and cant get anything resolved. Hotel is sub par at best stay somewhere else. Way better hotels on the strip than this like cosmopolitan where we will stay next time
My husband & I love traveling to Las Vegas every year. We have stayed in several hotels. A friend told us to book a room at Planet Hollywood. We booked a room & our plane arrived late. I called inform the hotel that we would arrive after the check in ours. I was inform that it was fine our room would be held until we arrive. We checked in & the hotel put us in a smoking room & we paid for non smoking. Wait we waited on line over 1hour & 30 minutes just to check in. My husband had cancer last year. We don’t smoke. We complained to the hotel they did nothing to accommodate us. The overall experience at Planet Hollywood was terrible including their customer service. I would never stay at this hotel again or recommend anyone.
My mother’s friend’s bag was stolen this morning (Dec. 1) from the room and the hotel basically said it’s not their problem and to file a claim with homeowners insurance. I guess it’s a regular occurrence because the hotel didn’t seem too concerned.
This place is a scam. The hotel front desk discreetly mentioned that with a tip he would be able to upgrade us. we were excited we gave him $20 and he told us he gave us a strip view and took care of the first night for us. When we went to check out we still got charged for every night and our room was dirty and had dried up false lashes all over the comforter. I’m never staying here again and I will be telling people to avoid this hotel at all costs.
Planet Hollywood Las Vegas is a SCAM hotel, do not book there!
“Really bad hotel Dirty rooms dirty Casino not safe not safe at all Smoking marijuana in the hallway really bad service we had to switch rooms twice sheets they were dirty food is nasty the cleaners didn’t clean our room every night.
Planet hollywood scam
” Hotel is on the strip. So, location is optimal. Outside look is inviting, inside not so much. Ate lunch at the Cafe Hollywood and dinner at Yolo’s. Food was okay but overpriced for what you got. My room got a partial view, I didn’t care much for it since it’s a business trip. The separate tub and shower is a nice touch. I was disappointed that there was no coffee maker in the room, no complimentary water, no microwave and no fridge. Room was clean. The sheets are rough, literally, like sand paper. I tried to take a nap but I couldn’t sleep. Not even at the Comfort Inn have I ever had such rough sheets. As I am typing this, sitting outside of my room, on the carpet floor, my legs start cramping. It has been an hour since I got locked out of my room when I briefly stepped out to get a Pepsi out of the vending machine. The rudest front desk person told me to sit and wait an hour ago, no set expectations of how long. 15 minutes later, I called again, same rude person now admonished me for not being patient that the security people would be by my door in 20 to 25 minutes. On my third call, I got a nicer lady who patched me through security. They are dealing with a situation so I should keep waiting. How much longer I asked, since it had already been 45 minutes. 10 more minutes he said. I guess I am gonna have to sleep on this carpet tonight. I am about to call and ask that they at least bring me a pillow and a blanket, maybe just a pillow. I think as hard as this carpet is, it is not as rough as those sheets. I will stay at the Rio or the Harrahs next time. For a similar or even cheaper price, you get a much better experience.
“Went for a business seminar was treated terribly by management from the start! Had a late plane arrival my room was sold to someone else even tho I already paid for my room than said I had to downsize to a 1 bed instead of a 2 bed n take a smoking room instead of a non smoking room manager was very disrespectful.
