PLANET HOLLYWOOD LAS VEGAS RESORT & CASINO

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

Every employee we encountered from front desk to waitresses, and casino table workers treated us like they were mad they had to come to work. Every single one was a rude as they could be and didn’t want to help with anything. But the hotel was in a good location and it was clean. I’ll probably go back to one of the other hotels I’ve stayed at next time.

Went January 19,2020- Check in was easy with friendly staff. Great atmosphere. Early check in was pricey but you could leave your luggages with bell man and go walk around and come back to check in for 3pm. Rooms were cleaned and also the common areas, music wasn’t too loud and the room view was great and the cleanliness of the room was good. Definitely loved my room. Hotel is attached to a mall so that was definitely a plus for me. Only thing I didn’t like , was the fact that the buffet restaurant or Restaurant inside and around area were closed early (9pm). Would definitely recommend to stay here and I definitely felt safe and yes it’s located on the Strip.

Visited for Christmas weekend. Ceasars Diamond checkin was easy - comped a quiet high floor room with great view of Bellagio Fountains. Covid safety protocols enforced throughout hotel and casino. It is what it is - a Ceasars casino hotel in Vegas (my expectations were properly managed). Enjoyed craps tables dealers, video poker at the bars, all staff was nice. Kudos to housekeeping for managing a plumbing problem promptly. Enjoyed a nice meal at the Strip Steakhouse. I like PH as it provides quick and indoor access to Miracle Shops for ABC Store and other restaurants. My only negative comment - due to covid the casino was mostly empty - why is the music still played at headache inducing volume? - a covid problem actually as masked patrons have to yell at masked staff. Anyway I take Vegas for what it is - a place to game for entertainment, nothing else.

This was my first stay at Planet Hollywood and the stay was excellent!! My room was excellent. amazing view of the strip. Huge bathroom. Great location to the miracle shops and the strip..definitely will stay at Planet Hollywood again..