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 Hollywood...and I'm not alone several of our group agree with this sentiment. Two separate experiences that we're horribly handled and concluded our business with your hotel: 1. During our stay, my wife went to take a bag up to our room on the 23rd floor. She rode the elevator stopping several times along the way, but discovered when she got to the room...the key card didn't 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 check-in/check-out 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 wasn't on the room registry and they couldn't let her in the room. Sadly, they had taken her ID at check-in 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 check-in/check-out line. I refused and told them I was down to see the Manager. I can't make this part up...they 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 shouldn't be used as a cover for poor customer service. My wife's name is the same as mine, her ID as presented showed the same address, and she was with me at check-in and provided her ID...they 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 didn't 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 bill...I told him I wasn't 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... 2. 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 wasn't used, we would simply pass it along to the next member of our group. So, we asked at check-in 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 check-out 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 check-in we couldn't even pass it along, it was completely wasted. He ended up removing one day's worth of resort fees (22.50 versus his offering prior to remove them all) and told us there was nothing else he could do. Again, I wasn't looking for special dispensation, it was offered at the outset...My problem was the way it was dealt with and that what was offered wasn't honored. We are in our forties, we have some simple expectations you could learn from: 1.) Reasonable accommodations at a reasonable price point...5 nights @ 150/Night; AC didn't work, room wasn't cleaned, and we paid $22.50 per night in resort fees for amenities we didn't use. 2.) Customer Service is exceptional...in this case it wasn't even close. We're not twenty year olds on spring break...Service means something to us. If you want us to stay with you twice per year, prove it. 3.) If you or your employees say something is going to happen make sure it does...if there is a question about whether or not it happened, give us the benefit of the doubt. This 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 220 - 7500. We have no issues losing if we're having fun and are taken care of (ie. treat us well). However, we are unified in this...Treat any one of us poorly and you lose us all.
How would this review be described in terms of sentiment?
Pick your answer from:
a). negative
b). positive
a).