The fridge in my room wasn’t getting cold, and I only realized it 2 hours after putting food and medication in it. Never mind the food, but my my medicine has been higher than its recommended temperature for 2 hours. Called guest services at 2:20pm to get a new fridge sent to the room, told the first person to tag it as Urgent because it’s for a medicine that’s been unrefridgerated for two hours at that point. 30 minutes later, no one came. So i called again and another rep said she will follow up with engineering. 3:07pm i called again to check on its status and here goes Kathy ruining the Planet Hollywood experience for me.I told her the request was requested for a while now. I told her how frustrated I was, but all she responded was - in an unempathizing tone - “IT HASNT BEEN THAT LONG.”It is unfortunate that Planet Hollywood, with so many employees needing to work, chose Kathy over others waiting for a call to get a job over that weekend. Was Kathy even trained for customer service? Number one rule in working for customer service is to empathize to the customer’s feelings, even when you don’t think their opinions are correct.Now going back to my call with her. I told her how is it not too long ago when the request was made almost an hour ago! And she said, again in a very sarcastic and unwilling-to-help tone: “IT’S NOT EVEN AN HOUR AGO.” WOMAN. JUST FKING HELP. DONT ARGUE WITH A CUSTOMER.So I said, this is for medication. I requested it to be urgent. And she said, “Well, all calls are urgent.” LMAO. This woman CLEARLY has not been trained customer service. I can’t believe you let her answer service-concerns calls. There was NOT AN ACKNOWLEDGMENT, EMPATHY, or ASSURANCE in that call. Empathy is a skill that every customer service agent should have, and Kathy has none of that. Kathy, look up Stephen Covey and his article about Time Management. If you have been trained customer service, you should know him.To Planet Hollywood management — you guys missed on me because of this Kathy person. I am an MLife Platinum member staying at Park MGM that weekend I was there. Just the night before I checked in to Planet Hollywood, I told myself to probably give Caesars Properties a try and gamble there instead. You were across the street anyway.But because of that one interaction with Kathy, I left and immediately went back to Park MGM.- Jose, room 3747