text: Last weekend marked my third excursion to LVNV and Planet Hollywood with a close group of friends all of us travelling from the DFW TX area Thankfully this will be my last to Planet Hollywoodand I am not alone several of our group agree with this sentimentnTwo separate experiences that we are horribly handled and concluded our business with your hoteln During our stay my wife went to take a bag up to our room on the rd floor She rode the elevator stopping several times along the way but discovered when she got to the roomthe key card did not work She rode the elevator to the lobby again stopping along the way Went to the front desk and was told she would have to wait in the checkincheckout line for someone to help When she told the front desk person she just needed a key they huffily told her to give them the key They looked up the room and told her she was not on the room registry and they could not let her in the room Sadly they had taken her ID at checkin and we assumed they had added her So my wife comes and gets me I go down to the front desk Once again they tried to direct me to the checkincheckout line I refused and told them I was down to see the Manager I cannot make this part upthey directed me to another line for people waiting to see the Manager about complaints I told them I wanted to see the Manager immediately The Front Desk person went and got the Supervisor The Supervisor proceeded to tell me that they had a Policy that additional guests had to be registered to the room I explained that the policy should not be used as a cover for poor customer service My wifes name is the same as mine her ID as presented showed the same address and she was with me at checkin and provided her IDthey had failed to follow their policy and subsequently burdened us with the failure The Supervisor just kept restating it was policy As I walked away the Security Guard at the desk pulled me aside and suggested he could go get the Manager to discuss the situation he did not feel that the Supervisor was making the situation better I told him I would wait The Manager Roberto came out and I explained the story to him He agreed that the failure was theirs and made sure my wife was on the room and reset the key card He apologized and offered to remove the resort fees from our billI told him I was not looking for that I was frustrated that my wife was treated poorly Roberto stated he wanted to do it and he apologized again that there was an issue I thought the problem was solved n When we checked in we had a voucher for a couple of free nights This was sent to one of our higher rolling group members under the friends and family program who offered it to us for this trip We had decided there was no big issue if it was not used we would simply pass it along to the next member of our group So we asked at checkin if it would be honored and we were reassured that it would be We asked again before we left the desk and we were told it was already applied We found out at checkout that it was not applied Once again someone went and found Roberto This time Roberto was the failure Not only had he not applied what he had offered in our previous interaction but when we told him about the voucher he told us there was no proof it had been presented indicating we were not being honest Since the voucher was kept by the front desk person at checkin we could not even pass it along it was completely wasted He ended up removing one days worth of resort fees versus his offering prior to remove them all and told us there was nothing else he could do Again I was not looking for special dispensation it was offered at the outsetMy problem was the way it was dealt with and that what was offered was not honorednWe are in our forties we have some simple expectations you could learn from n Reasonable accommodations at a reasonable price point nights Night AC did not work room was not cleaned and we paid per night in resort fees for amenities we did not usen Customer Service is exceptionalin this case it was not even close We are not twenty year olds on spring breakService means something to us If you want us to stay with you twice per year prove itn If you or your employees say something is going to happen make sure it doesif there is a question about whether or not it happened give us the benefit of the doubtnThis trip there were nine in our group staying with you we are all gamblers to varying degrees Several hundred dollars to several thousand dollars are risked in your Casino by each of us on every trip This trip our losses to your casino ranged from We have no issues losing if we are having fun and are taken care of ie treat us well However we are unified in thisTreat any one of us poorly and you lose us all