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The front desk staff was extremely unprofessional in his approach of attempting to reprimand guest about flight delays and made it clear that airline concerns are not his problem. The customer service staff gave paid rooms away to people who were coming in seeking accommodations. We were given keys that didn’t work for our assigned a room. I went to the customer service desk to rectify this concern, to find another disgruntled customer who paid for a room, only to arrive and his room was given away. The manager declared there were no more rooms for the night leaving that customer without accommodations who had been waiting for a room. It was suggested that the manager did not want to accommodate a Black man. As I’m waiting to address our key concern I learned that our key didn’t work because there was guest already staying in there. After declaring there weren’t any rooms left I watched the manager find available rooms for guest currently walking in seeking accommodations. We were moved to the cleaner, updated tower, and couldn’t wait to leave the following morning.

Realice mi reservación, llegué al hotel y nunca apareció mi reservación en el sistema del hotel. Me comuniqué con expedía y ellos me indicaron que todo estaba bien, pero el hotel nunca me dio solución. Espere al rededor de 1 hora y media mi grupo y yo. Por más que les dije que tenía factura de pago, reservación y confirmación no fue posible que me dejaran ingresar a descansar.

There are escorts and crackhds in this hotel. Read about the neighborhood it’s in. Washington Heights is terrible.

They sent a welcome message the day before we were scheduled to arrive which had a lot of good information, including that the front desk sometimes goes on breaks which was our experience when we arrived. If I hadn't seen that message I might've been a bit annoyed. The hotel does not have any carpeting which is an interesting choice as it made the room more noisy than most, but the room was also pretty spacious and the bed was comfortable. The hot drink and water dispensers they had in the lobby were most excellent! We knew they did not offer a breakfast bar of any type but didn't realize there wasn't any type of place within walking distance - not their fault. The staff was friendly and the couple of questions we had they were quick to help with.

Overall, our stay at Planet Hollywood was okay, but I wouldn’t choose to stay here again. The room itself was very clean, and the bathroom was spacious, which we appreciated. However, check-in was frustrating because the line was extremely long. One major downside was the parking. It’s much farther away than expected. You have to walk across the mall just to get to the hotel, which was inconvenient, especially when carrying luggage. Our room didn’t have a view of the Strip, which was disappointing. We also experienced a water outage during our stay. Unfortunately, it wasn’t resolved quickly, so we had to leave the room for the day without being able to properly finish getting ready. The water was finally restored by the time we returned later that day. The pool was small and very crowded, so it wasn’t as enjoyable as we had hoped. The best part of the hotel is its location inside the Miracle Mile Shops, with plenty of restaurants and food options just steps away. While there were some positives, the long check-in, distant parking, water outage, and crowded pool outweighed them for us. Next time, we’d choose one of the nearby hotels instead.

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Horrible checkin / checkout... Would never stay there again...Double charged me entire stay and still fighting to get someone to refund 2nd one that is so clearly a duplicate for same stay....