Planet Hollywood Resort & Casino

Horrible front desk employees and management. As the face of your resort these people should know how to interact with customers. They need to be trained on communication and customer service. The hotel itself is very dirty. Pillowcases and bed sheets were stained. Carpets in bad condition. Read reviews before booking but we thought they might be biased but turns out they were accurate. Only good thing is location. Had people banging on doors and giggling door handle to room past 2am. We never felt safe in our room so we asked to change rooms but they dragged it out 3 days later. We didn’t ask for an upgrade to a suite just a safer room. It was as unprofessional. Don’t waste your hard earned money 💰 on shockingly bad customer service. Read less

Such a disappointing stay for hotel that I looked forward to visiting for my birthday week and hadn't had the opportunity to visit in almost 15 years. Actually I'm writing this review during my stay, one day into it. That's how surprising everything is. For the good, I got a great midweek great in advance even with the gouging resort fee of $50. And at check-in, I was randomly selected to be assisted in the elite room, which was great from a day of traveling and being in the back of the line. Steve was amazing and is such a tremendous ambassador for Planet Hollywood. But the reason there were excessive lines is because PH implores guests to pre-check in by a text and its website was non-functional for that. Also there were no self-checking kiosks anymore as it's instructions still directed us to. Then I get to my room, Vegas 110° summer day, which was close to a sauna with 80s temperatures. That's because I was on a high floor, which is nice, and the air conditioning fan was already set at 60°, but obviously ineffective and poorly maintained. Of course not helping was that housekeeping previously decided to leave the drapes open to the west-facing hot sun. This isn't meant to be critical for the sake thereof, but it's a reasonable Vegas expectation that the air conditioning will fully cool the room. Every other Vegas hotel has had that competence, including even Excalibur which is not even supposedly on the level of PH. As far as my journey, I reached out via text to the automated and manned customer service, and was promised a ticket would be put in for maintenance. Sweating through my clothes at 5 p.m. 30 minutes into a visit, I left to explore dinner and other things, with the expectation this would be fixed in the meantime. I returned at 9 p.m. to the same conditions - sweated through my shirt. Eventually the maintenance man came over 4 hours after the request, and basically told me that's as good as it will get. He did direct the vent fan AC toward my bed more to create a breeze but it's still the same issue. He even acknowledged that, get this, I should keep my drapes closed with no sunlight or view, minimize or not turn on any lights and keep the bathroom closed - to maximize the fan. Again we're talking about a premier mid-Strip 4-star hotel Yes, it would make sense to just ask for a different room - unfortunately I hurt my foot on one of the stairways near the hotel and just do not have the energy to pack everything up and move. So I will be stuck here for 3 days in these conditions and make the best of it. The other details that seem inconsistent with this quality of hotel: My bad for not investigating beforehand, but in the middle of summer travel season, it is a reasonable expectation that the swimming pool would be open into the evening. Planet Hollywood's pool is only open 9-6 daily, pretty incredulous for those of us who want to get out of the heat and sun - I mean, this is not a bank, it's a swimming pool at a supposed resort hotel that charges $50 a day part for the opportunity to use the swimming pool. Details, same as additional outreach for an ice machine location by a text. (Remember I hurt my foot - thus needed ice and hopefully in an easy way.) Automated response that every floor has them opposite the elevator. Follow up also insisting every floor has it. I literally had to go to 3-4 floors, roam well beyond the elevator bank to find one on the last floor. I really wish I could be talking about a very comfortable bed (bring an extension cord if you'd like to charge your phone near the bed), a large room with a refrigerator and a gigantic bathroom with a tub and shower. And with a decent view if that's your thing, plus a great shopping mall with market-priced eateries not at hotel prices. But I just can't. It's a shame that this hotel has apparently regressed to this extent. The details matter extremely as far as getting it right for a good, not even great, customer experience. I'm very sad to even write this review, but it needs to be stated. Read less

We arrived at midnight (hotel was in knowledge of our arrival time) and our room was not ready in spite of having checked in through app, so we had to wait in line to get a room. Room was made up but we found half eaten food from prior guest in the refrigerator, there wasn’t a Do Not Disturb card, the safe was closed and we were unable to open it. It took 2 days for “Ivy” to get security to come to the room to open it. The AC in the hallway wasn’t working making it very hot. In general, the hotel was dirty and smelly. During our stay (3 nights) I did not see the hallways being cleaned up or vacuumed. We will not be staying there again and recommend to stay away from there. Read less