We visited Planet Hollywood Las Vegas for my brothers stag do on the 14th of June for 5 nights. We booked 3 ultra-hip (non smoking) rooms based on 2 sharing and paid an extra charge to have queen beds. After a 5 hour delay to our flight (causing us to to miss our connecting flight from LA) we ended up having to hire a car and do the 4 hour drive from LA to Vegas. Obviously not the hotels fault but they certainly weren’t in the mood to show any compassion or welcoming. After locating the reception area we stood behind the rope waiting to be called over ( there was no queue) only for the receptionist to bark over “go to the other side”. This was literally another roped-off area 5 yards from where we were initially stood (neither area with a queue). Why we had to walk 5 yards to another rope to then walk back over to the receptionist I have no idea but it gave us all an indication of what we were in for. Fortunately the woman who called us over now switched with a lady called Lizzet. We gave her our booking details to be told we are booked in 3 smoking rooms with 1 bed as the rooms we booked are not available till tomorrow. Puzzled by this, we asked why this was the case as we had paid extra for 2 queen beds per room and specifically non-smoking rooms. I explained 2 of our party suffered with respiratory related problems and would 100% require non-smoking rooms. She then told us that they never guarantee 2 queen beds and it could be 1 shared bed. I asked why we paid extra for 2 queen beds to which she couldn’t give me an answer so I asked to speak to a manager. Now I’m sure Lizzet was just saying what she had been told to say and didn’t really have an attitude with us like the first Lady. Lizzet went to the back to bring out the “manager” called Frankie. Now I use the term “manager” very loosely as the way in which we were spoken to by Frankie was absolutely DISGUSTING. He had no interest whatsoever in trying to resolve the problem, he’d much rather berate us and argue. We asked why we paid an extra charge for queen beds and booked specifically non smoking rooms if they couldn’t offer that to us. His reply was “we never guarantee 2 queen beds and if you don’t like it then you should find somewhere else to stay”. Iv stayed at the Cosmopolitan, MGM grand and Aria in Vegas and never ever been spoken to like this. We then asked Frankie again why they even offer this as an extra charge if they cannot guarantee it? And also if we will be reimbursed this fee as we haven’t got what we paid for. He said we won’t be getting any money back and the hotel simply just didn’t have the rooms available (even though we clearly booked this). Another member of our party then showed him the booking on his phone asking where it states that the 2 queen beds aren’t guaranteed, Frankie looked but obviously couldn’t find anything to substantiate his claim so stormed off to the back. When he finally resurfaced, the same member of our party said to Frankie, “if there are genuinely no rooms available, do you mind staying here while I try to book the same room now on my phone?” Frankie reluctantly stayed and you’d never believe it…… my friend could book a non smoking room with 2 queen beds right under Fannie’s watchful eye as easy as that!!! Now I’m not calling Frankie a liar but surely something does not add up here. After our little booking experiment Frankie really wasn’t in the mood to help and basically gave us the ultimatum of sharing beds in a smoking room or sleeping elsewhere. Through fear of loosing our rooms we decided to all get our heads down after the long flight delays and unexpected drive. Lizzet did try and soften the blow by saying she will get travel beds up to the room so we didn’t have to share beds and offered us 50% off the first nights city tax. Not exactly fair for what we’d been through but at least she was trying. Frankie however needs to review his career choices because hospitality really isn’t his bag. Iv included a picture of the travel bed they put in the room for us. Obviously with the hotel running at “full capacity” it was clearly too time consuming to put the bed in a horizontal position, let alone make it up with sheets and pillows. Anyway, onto the morning, we got a $9 breakfast allowance we could use at Starbucks.. great we thought. All you had to do was put a credit card on file and bond your uncle, charge it to the room.. simple. Well not quite. Every morning without fail we were told there was no credit card on file. Back to reception “yes it should work now” back to Starbucks “no credit card on file” it was absolutely ridiculous to the point where the staff at Starbucks felt that sorry for us one morning just ended up giving us our coffees and said they’ll deal with it themselves. It was honestly an absolute shambles. To make matters even worse, the only guy who didn’t put a credit card to his room was then the only person to be able to charge items to the room. In fairness the facilities and rooms are actually decent but it in no way makes up for the lies and being spoken to like a pile of warm vomit on the sidewalk. 👎🏻👎🏻👎🏻
