Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Description:I am filing this complaint against Planet Hollywood ********* for severe negligence, safety issues, and poor service during my stay from June 13 to June 15, 2025 (Reservation PYHTX), totaling $1,089.30.Key issues:Valet and luggage services unresponsive waited excessively, had to approach staff ************* request ignored asked for a room near the adult pool, was placed by the family pool, furthest ************* unsanitary black-stained pillow (photos available) and a clogged shower. We stood in dirty water, waiting 3040 minutes between ********** poolside food service only refrigerated cold sandwiches and alcohol at the register. Food was inedible and thrown away.Serious security lapse masked individuals checking room doors claiming to deliver pizza flyers. No proper guest floor security.Prostitutes soliciting guests in the pool area, including my international guests highly inappropriate and unsafe.Post-stay customer service was dismissive and unprofessional. Website complaints ignored, calls disconnected when asking for a manager, despite call logs and records.After all this, they only refunded the resort fee.Resolution Requested:A full refund of $1,089.30 due to gross mismanagement, security failures, and substandard service. If not resolved, I will escalate to the ********************* Board and public consumer platforms.

  Business Response

  Date: 06/25/2025

  Hello Mr. ***** ********,
  Thank you for your valuable feedback regarding your stay on 06/13/25 to 06/15/25. Please accept our sincere apologies for the experience during your stay. I have forwarded your feedback to our pool management and ******************* along with the Front Desk regarding and Housekeeping team regarding your room.
  I do see a member of our management team did reach out and has taken $124.60 off your bill as a gesture of goodwill for the inconveniences during your stay. As for your request for further compensation, the hotel believes a $124.60 is a suffice amount of compensation as the issues mention were not brought to the hotels attention during your stay so they cantry and rectify the matters.
  The amount of $124.60 has been refunded back to the card on file. Please allow 7-10 business days for this amount to reflect back in your account.
  Thank you again for your valuable feedback

  Customer Answer

  Date: 07/07/2025

  Still waiting for my refund 

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23513190
  
  I am rejecting this response because:
  I do not want a partial refund I want the whole transaction refunded  , I did not sleep all weekend because of the unsafe environment 
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/11/2025

  Dear BBB Representative,

  We have made the decision not to further engage with this guest. The facts are as follows:  The guest booed a patio room which entitles them a room with a patio, we never guarantee  where a guest will be located.  At no time in our guest history do we show any records of the guest reporting issue with regards to blood stains or slow drains in the shower.  Because their room was located on the pool deck that floor is considered a public area and not restricted as the rest of the hotel is with regard to a room key access.  The only way we would have been advised that people were placing fliers is if was brought to our attention and it was not as our Security team has no reports over the time they stayed in the hotel.  While we make every effort to ensure our guests are treated with respect and fairness when a complaint is filed and we were negligent in anyway we compensate for this. In this case we compensated the guest over $100 in Resort Fees for incidents which have been falsely represented by the guest.

   

  Kindest regards,

  **** ******

  Hotel Operations Manager

  *******************************

  Business Response

  Date: 07/11/2025

  Dear BBB Representative,

  We have made the decision not to further engage with this guest. The facts are as follows:  The guest booed a patio room which entitles them a room with a patio, we never guarantee  where a guest will be located.  At no time in our guest history do we show any records of the guest reporting issue with regards to blood stains or slow drains in the shower.  Because their room was located on the pool deck that floor is considered a public area and not restricted as the rest of the hotel is with regard to a room key access.  The only way we would have been advised that people were placing fliers is if was brought to our attention and it was not as our Security team has no reports over the time they stayed in the hotel.  While we make every effort to ensure our guests are treated with respect and fairness when a complaint is filed and we were negligent in anyway we compensate for this. In this case we compensated the guest over $100 in Resort Fees for incidents which have been falsely represented by the guest.

   

  Kindest regards,

  **** ******

  Hotel Operations Manager

  *******************************

• Initial Complaint

  Date:06/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at Planet Hollywood ********* beginning March 27, 2024, for my husband's 40th birthday. Upon arrival, I was told my reservation was canceled, even though I had a confirmation number. I rebooked at the front desk, and the staff member assured me the rate would be similar to the original. After my trip, I noticed two charges on my credit card: one for $345.51 (which was valid) and another for $548, which I did not authorize or receive a receipt for.I contacted Planet Hollywood immediately. The front desk and billing department both confirmed they only had a record of the $345.51 charge and sent me a copy of that receipt. There was no record or documentation on file for the $548 charge.Due to the lack of explanation or evidence for the $548, I disputed it with my bank. After a formal investigation, my bank refunded the $548 about a month ago.However, as of June 17, 2025, the $548 charge was reinstated, despite Planet Hollywood having previously confirmed they had no record of that charge. I have email documentation from their billing team showing only one charge and no receipt or record of the $548.This is unacceptable. I feel I was overcharged for a service not rendered, and then re-billed without proof or consent.RN # DCFMD SV

  Business Response

  Date: 06/17/2025

  Hello Shaeda,
  Please accept our apologies for the billing ******************* appears our ****************** has already reviewed this with you. As far as reservation booking done online was for arrival 3/26/25. System will automatically cancel reservation due to being a no-show. Our Team reinstated the reservation the next day upon your arrival to the Hotel on 3/27/25 9:08 a.m. Hotel did honor your original booking rates including the complimentary nights. We have taken the liberty on sending you via email copy of your receipt produced when you checked out.
  Thank you

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23479306
  
  I am rejecting this response because:
  I was charged x2 and have a receipt for 1 charge for $300 I dont understand where the $500 is coming from. Yes they sent me a receipt for the $300 but they said they didnt have the $500 receipt or anything of that nature. Why am I being charged almost $900 total?? 
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 06/25/2025

  Hello ****** **********,
  Very sorry to hear about the billing misunderstanding. As mentioned before, looking into your bill, I am showing only one charge of $345.51 for your hotel stay at Planet Hollywood. We are not showing any further charges on the hotels end (charges from the hotel specifically would be labeled PH Lodging from your bank)
   Looking into the matter of the $548, we do not show this charge on your hotel bill. However, is it possible you did a cash advance during your stay with us. I have reached out to our billing department and cashier cage who advised me there is a $48 fee when you have pulled $500 from one of our ATMs or have done a cash advance at the cashier cage. It is recommended to contact your bank to investigate this charge a little further as they reinstated the amount back into your account.
  Thank you. 

• Initial Complaint

  Date:06/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Check in time for hotel is at three, we arrived at 2:15, we were told we had to pay $35 for early check in if we wanted our room at 2:15. We waited with our luggage until 3:00 (check in time) we went thru the process of checking in and were told our room was not ready and we would receive an email when it was. After 45 more min we expressed our concern at the check in counter. They proceeded to find us a room. I asked at that time could we have a poolside or higher floor and in a extremely rude manner the person said no that is not what you paid for, I mentioned that what I paid for was to check in at 3:00 and that also did not happen but if you are early they want you to pay but if they are late it is to bad, seems a little one sided so I asked to talk to a supervisor and a person Named ****** came out and Said do you want your rooms or not I tried stating my issue said awe thats to bad have a nice stay. Will never stay there again. We ended up extending our stay in ***** and moved hotels to ************, so much more friendlier enjoyed the stay there 100 x more and I would like to add up until that experience we have stayed at planet Hollywood for the 2 times a year we go for the past 4 years its amazing how just the attitude of a few can ruin it and make us never want to stay again

  Business Response

  Date: 06/25/2025

  Hello ******* *******,
  We are terribly sorry that this experience diminished your stay with us at Planet Hollywood. We appreciate your feedback and will be looking into this interaction with our staff internally.  
  Thank you for your feedback. 

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23475158
  
  I am rejecting this response because:

  I would like to know the result of the internal investigation into this. Is there a formal internal investigation number? If the results are satisfactory, we are planning our second trip for the year in September and may keep this option open. 

  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/01/2025

  Hello again, 

  Unfortunately, investigation into employees is internal and we are not able to divulge any further information.

  Sincerely. 

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23475158
  
  I am rejecting this response because: unfortunately I am unable to close this complaint without knowing if action has been taken to insure this will not happen to others. Please provide an action report on steps taken to insure this does not happen to others. I am not asking for personal information such as names. I am asking what steps have been taken to charge how you do business to insure things like this do not continue to happen to future customers. If you would like to discuss by phone you may call me at **************
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a booking with Planet Hollywood directly since we wanted to go to ********* for a few days getaway. I made the reservation directly with the hotel through the reservation desk. Booking Itinerary Number: *********. My Check In date: 2025-06-02 4:00 PM - midnight and Check Out date: 2025-06-05 11:00. We arrived today via ***************** flying directly from ******. Our flight was delayed for an hour, and we just wanted to check into our hotel. This is the very first time we have ever stayed at Planet Hollywood, so I wanted it to be a memorable experience. We checked in with the hotel front desk today with a lady named ****** She explained that if we had any problems with the room then to come talk to the front service desk. They got us a room on the 26th floor and immediately upon our entry, there was a huge marijuana smell inside the room. It had a very strong smell, and we were not happy about the room having such a foul odor. We came down to the service desk to see if we could find ***** or to speak to a manager. We waited for nearly 15 minutes and finally a manager named ******* came to speak to us. He was incredibly rude and said "********* allows marijuana use and the rooms share the same air on that floor". My wife asked if there was something he could do, he said he would go to the room to see for himself since he didn't believe us. He said all he would do is change the room and that we should appreciate the fact that they didn't charge us extra for changing rooms. They put us in room 3887 on the very top and we don't smell anything in our room now. But the way the service desk treated us upon arrival and the fact that this is our first time staying in this hotel should come as a warning. We are very displeased at the hotel service and the way we have been treated.

  Business Response

  Date: 06/16/2025

  Hello ****** ******,

  Thank you for reaching out to with your complaint.  We did look into your reservation and the detailed notes left by those team members you interacted with during your stay with us.  Unfortunately the smell of smoke is a common complaint of all types and we do take action with what we can control but can not stop smokers unless we catch them in the act.  It appears that a resort fee was removed from you bill in addition while you did not receive a larger room as requested you were placed in one with  premier view of the strip.  We are terribly sorry that this diminished your first stay with us at Planet Hollywood.

  Regads,

  **** ******

  Hotel Operations Manager

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23410892
  
  I am rejecting this response because Planet Hollywood completely ruined our trip. It was the smell of marijuana in the room that was awful. The room the hotel claimed as better had a broken toilet we reported. The guests next to us tried opening the door the last night of our stay since doors are connected to each other in the bedroom. The guests knocked on the door and forcibly tried to open it, so we alerted security. We spoke to several managers and front desk staff at the hotel and the only thing was ****** took off our resort fees after our stay. The hotel insisted they could not do anything else for us and gave us many excuses. Instead of enjoying our time on the strip and having a good rest, we were always speaking to front desk staff and managers at the hotel who said they would try to resolve the issues and gave us excuses. This was our first time staying at Planet Hollywood and it turned into a nightmare. Never have we been treated so badly at a hotel and it completely messed up our trip. We couldn't see any shows, go too far on the strip, or get a good night sleep because of the hotel. We spent a lot of money flying from ****** to ********* and experienced the worst stay ever. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/25/2025

  Hello ****** ******,
  Again, we are terribly sorry that this experience diminished your stay with us at Planet Hollywood. As mentioned before, and courtesy fountain view was given along with all nights of your resort fees comped off due to inconvenience during your stay.  The hotel believes this is suffice compensation offered for issues encountered.
  Thank you for your feedback. 

  Customer Answer

  Date: 06/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory but business refuses to own up to its responsibility. I will never stay at this hotel ever again. They completely ruined our vacation and I hope that they permanently close.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked the panoramic suite for 4 night May 4-8th. I was offered an upgrade. When I got there I found out I was still in the room I originally paid for, I just lost one of the 2 bedrooms I booked. The person at registration did restore the 2nd bedroom to us. When we left, I got an additional 1200 dollar charge. We called to find out what the charge was and got the same person that registered us. We just wanted to understand the charge, when I had a question over whether it was the upgrade, she screamed at us that she wasnt going to argue with us and that her mgr would call us. We never got the call, and Ive been on the phone holding for nearly another 1/2 hour still waiting to find out what the charge is for. I am not paying 5 thoysancc so dollars for a 4 night stay there. Our vacation there was bad enough. Jy56f

  Customer Answer

  Date: 05/12/2025

  There was a second charge for $592. This in addition to the ***** are not accounted for. We paid for the entire room and cabana before we checked in. 

  Business Response

  Date: 06/07/2025

  Hello *******,

  We are so terrible sorry for the confusion on your reservation.  I did complete a full audit of your account and the attachments that you provided from your banking application are actually authorizations that our hotel places during you stay.  Please check your email because I did send a final statement to you of all of your charges however I did notice as I was looking through your account that you were double charged Resort Fees for the two room suite so I did refund those charges to your account in the amount of $249.20. To clarify your room booking when you initially booked your reservation you booked a two bedroom Panorama Suite then you elected to upgrade your booking from that to an Apex suite which is only one bed.  At check in when it was realized  our agent added a second room at no additional cost to you.  I truly apologize for confusion during your online upgrade process but am thankful that ******* had the connecting room available to provide to you.  If you need anything additional please feel free to contact me directly via my contact information below.

   

  Kindest regards,

  **** ******

  Hotel Operations Manager

  Planet Hollywood

  Phone: ************

  Email: *******************************

  Customer Answer

  Date: 06/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put my Room occupied sign on the door every day, all day while my last visit. The night before I left, someone went into my room while I was in a conference. They opened the curtains, made the bed, and put clean towels. While that is all good IF I requested it but like I said my sign was on the door. I checked if anything was missing and yes someone squirted almost half of my $95 bottle of face serum. I know it was missing because I just bought it on Jan 10, 25 and it still was 3/4 full. When I saw the bottle it was less than half. I put in a complaint ( on Jan 28, 2025)that someone went into the room and was told the housekeeping supervisor would call me. Its been a couple of weeks since I checked out and no one has called me. I also put in an investigation with security ( Jan 29, 2025) for my serum. Two security officers went to my room to see who went in and told me I would be notified. Again a couple of weeks later and crickets. The manager told me that they wouldnt be able to reimburse me for this but could give me a $50 food voucher which I didnt take because I was leaving the next day and it was after midnight when I spoke to him. Beware, they will go in your room even with the Room Occupied sign up.

  Business Response

  Date: 02/28/2025

  Hello, ***, Please accept our sincere apology for the circumstances of your stay at  PH it is indeed rare to read of an experience such is yours. As such, I will be sharing your letter with each department  you mentioned: in order to investigate where the breakdown occurred to ensure similar issues do not recur in the future. It is never our intent to inconvenience or frustrate you. or any of our customers. You certainly deserve the very best we have to offer. Again, we appreciate your bringing this to our attention and will make every effort to improve based on your feedback.

  Business Response

  Date: 03/03/2025

  Hello, ***, Please accept our sincere apology for the circumstances of your stay at  PH it is indeed rare to read of an experience such is yours. As such, I will be sharing your letter with each department  you mentioned: in order to investigate where the breakdown occurred to ensure similar issues do not recur in the future. It is never our intent to inconvenience or frustrate you. or any of our customers. You certainly deserve the very best we have to offer. Again, we appreciate your bringing this to our attention and will make every effort to improve based on your feedback.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22922735
  
  I am rejecting this response because: I was told that someone would reach out to me the day I submitted the issue to the security department. No one reached out. I want to make sure someone does reach out before closing this ticket.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 04/18/2025

  Hello *** *******, 

  I wanted to extend our apologies regarding the incident during your stay. Thank you again for taking my call and as per our conversation, the $100 was credited on your account. 

  Sincerely,

   

   

  Customer Answer

  Date: 05/05/2025

  The Manager at Planet Hollywood called me and apologized for the incident and offered to give me a credit which I did receive a few days later. I wish to close the report.

   

  thank you

  *** *******

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I encountered a number of issues during my recent stay at Planet Hollywood *********, the most concerning of which was the deceptive business practices surrounding my room reservation. I specifically reserved a room with a king-size bed, but upon check-in, I was assigned a room that was part of a suite, essentially a room with a roommate. When I requested a different room, I was told that the only available option was a room with two queen-size beds, which I reluctantly accepted.I was also promised a view of the Sphere, but instead, my room had a view of a wall. This felt like a deliberate misrepresentation of what I had booked and was promised. I am deeply frustrated by being misled about both the type of room and the view I would receive.The combination of deceptive practices and poor customer service made this experience extremely disappointing, and I am seeking a resolution to this issue.

  Business Response

  Date: 02/04/2025

  Hello ******** Belle,
  Our system shows at the time of booking the standard Hollywood Hip room was booked with the request of a king bed. We apologize for the misinformation given to you by the front desk regarding receiving a Sphere View room for being placed in a room 2 -beds. As a gesture of good will $113.38 has been comped off your bill and a refund issued. Please allow 7-10 business days for the refund to reflect into your account.
  Again, we apologize for the inconvenience and appreciate your feedback.
  Thank you 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22820954
  
  I am rejecting this response because not only was the room not what wanted there was blood stains on the wall.

  
  Sincerely,
  
  ******** Belle

  Business Response

  Date: 02/10/2025

  Hello ******** Belle,
  Thank you for your valued feedback regarding your recent stay with us. Looking into matters, it appears you were compensated while on property ($100) by a Hotel Manager for being disappointed with the room not having a sphere view.  During your time with us, there was no mention of blood stains on the wall nor was it brought to Hotel managements attention. Our Housekeeping Team takes pride and are trained to pay close attention to details when turning over rooms for new Guests, at the same time, every room gets inspected by a Housekeeping Manager. No further action will be taken.
  Thank you again!

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22820954
  
  I am rejecting this response because:

  Thank you for your response. To clarify, I did not ask for or request the $100 compensation, nor was my complaint solely about the lack of a sphere view. My primary concern is the deceptive business practices regarding how rooms are advertised versus what is actually provided.
  
  It is misleading to charge premium rates for rooms marketed as having a sphere view when, in reality, guests are placed in rooms that do not meet that expectation. This practice misrepresents the product and creates a false impression for customers who rely on accurate descriptions when making their reservations.
  
  Additionally, the presence of blood stains on the wall calls into question the thoroughness of your housekeeping and inspection process. While I did not report it during my stay, this is an issue that should never have been present in the first place. Your response seems to imply that because I didnt bring it to managements attention at the time, it is not a legitimate concern, which is disappointing.
  
  This complaint is not about seeking further compensation but about holding your establishment accountable for misleading advertising and inadequate quality control. As a dissatisfied customer, I will further express my concerns about Planet Hollywood through multiple review platforms, along with sharing the response I have received. Transparency is key in ensuring other guests are aware of these issues before booking their stay.
  
  
  Take care,
  ******** Belle
  

  Business Response

  Date: 03/14/2025

  Hello,

  The Hotel Management has decided the compensation that was extended was sufficient and will not offer any further compensation. In addition, they stated they will no longer respond to the guest complaint.

  Kind regards,

  ********

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22820954
  
  Dear ********,

  
  Thank you for your response. To reiterate, I never requested compensationmy complaint was about the unacceptable cleanliness standards and deceptive business practices at Planet Hollywood. The fact that management has decided to ignore further concerns rather than addressing legitimate issues speaks volumes about the lack of accountability and guest care.
  

  Since Planet Hollywood is unwilling to take responsibility, I will be sharing my experience, along with managements dismissive response, across multiple review platforms to ensure potential guests are aware of these ongoing issues.
  

  Sincerely,
  ******** Belle

• Initial Complaint

  Date:01/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked through ******** website which has a best rate guarantee in which it claimed to beat any other rate by 10%. I booked the rooms and sent in proof of better prices on both ********** and ********* at the checkout page as instructed. These better rates were at the same time of booking. I submitted my claim through their BRG portal and received no response. I then sent to emails to an email address provided by Caesars and got no response. I believe the best rate guarantee is a scam as I could not have has a more clear cut case. Do not trust the guarantee and book on other websites.

  Business Response

  Date: 01/07/2025

  Greetings Dales,

  My name is ****** *****. I am the Corporate Billing Supervisor for ********************* and oversee our Best Rate Guarantee program. I have reviewed your claim and find that a proper submission was given to my team. Though we are not able to honor the ********* submission as the qualifier (The rate must be confirmed as available through the point of transaction screen - the credit card/billing page that shows the rate, room type, dates, etc.) on the third party web site.) was not met, we are able to honor the ********** submission and assist with providing a 10% discount. Our sincerest apologies for the misunderstanding and confusion created by this process. For more information, please contact ********************* **************************** at **************. Our hours of operation is from 7am - 3pm pacific standard time. Again, my personal apology for confusion regarding this.

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Planet Hollywood did not give us my money back

  Business Response

  Date: 12/16/2024

  Hello,

  To better assist you with your issue, can you please provide us with the confirmation number of your reservation and the name on the reservation. We are having issues finding a booking under the name " ***** ****" 

  Thank you 

• Initial Complaint

  Date:12/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the worse place to stay on strip manager ****** Tomentino is very rude he said he run the whole hotel when I ask his manager name he stated **** and walked off he was no help at all

  Business Response

  Date: 12/05/2024

  Hello ****** *******,

  Thank you for reaching out to us regarding your stay at Planet Hollywood.  ****** is one of my Hotel Managers and I do oversee him as his manager.  ****** actually spoke with me in regards to your interaction.  You wanted your resort fees taken off and became upset with him when he explained this is not something we just remove.  You then asked for his manager's name and he provided you my name and while standing at the Front Desk you went on your phone and logged into the Better Business website in front of him so this complaint was something expected..  When you book with us resort fees are clearly disclosed and we do not remove these charges because guests don't want to pay them. We also charge every guest for checking in early or staying past check out time. Compensation is normally issued when we fail to honor our commitment in providing you with you with the goods and services of our hotel. We have no reports of any issues with regards to your room or reservation for the duration of your stay and therefore we will not be issuing any compensation for your stay.

   

  Thank you,

  **** ******

  Hotel Operations Manager Planet Hollywood *********