My wife and I recently stayed at the Platinum to celebrate our anniversary. While we were very impressed with the reviews we had seen and the descriptions on their website, this hotel fell far short of all our expectations. We booked the together forever package which was to include our suite, a couples massage, chocolate covered strawberries and wine, and breakfast in the morning.
Upon arriving to the hotel to check in after requesting a king sized bed we were told by the woman at the front desk that rooms type are not a guaranteed and are just a request. If we wanted we could upgrade to a higher floor for additional money and she could get us a king sized bed, otherwise we would have to take the two queens. We went ahead and paid the additional $20 for the upgraded room on the higher floor which ended up having a view of the power plant across the street.
After requesting at check-in that the strawberries and wine be sent up to the room, and being told they would arrive shortly, they finally arrived a mere one hour later. We then attempted to book our couples massage in the spa for that evening only to find out that 1) they cannot accommodate two massages at the same time (no staff), we had to book one after the other and 2) the spa was already closed for the night (6pm) and we would have to wait until the next day if we wanted to get our massages.
We decided to try and salvage our already losing battle to celebrate our anniversary by heading over to the strip and have a romantic dinner and take in a few sights. We had an exceptional dinner at Three Olives inside Bellagio (A+++) and greatly enjoyed the fountains and our trip up the Eiffel Tower. This was without a doubt the best part of our stay, being outside of the hotel!
However, upon returning to the hotel we were amazed by the number of kids in the lobby and inquired as to who else was in the hotel. We were told a bunch of sports teams were in for the weekend. Throughout the night we continually heard kids up and down the hallway bouncing balls, making lots of noise and making it absolutely unbearable to sleep. We called the front desk several times to report the noise and were told that they would send someone up, however it never ended and it was a horrible night.
The next morning tired and hungry we headed to the restaurant to have breakfast. The service in the restaurant is an absolute joke. We ordered and saw our server once to drop off the juice, after that we waited for almost 30 minutes before I finally got up to ask were our food was. The restaurant wasn't even that busy maybe 10 to 15 others in there as well. I was told it would be right out, however, it still took another 10 minutes before we were served. The food was only luke warm and I was just ready to go home.
My wife suggested that we just pack up and head home as who only knew what would happen if we went for our massages and since we couldn't have our "couples massage" together it really wasn't worth all the hassle.
We went to the front desk to check out and had been told by the woman at check-in to charge everything to the room and all would be taken care of. But to our surprise when we looked over the bill our credit card and already been charged for the strawberries, wine and breakfast. The woman at the desk quickly removed the charges from our card and told us the systems had posted them in error.
We just received our credit card statement in the mail and the charge which was supposedly removed for the services has now reappeared on our card. I called the hotel several times last week and tried to speak with someone in accounting as the front desk manager said she could not remove the charges from our card and I still have yet to hear back after leaving three messages for some woman that never seems to be available.
In all for the amount of money we spent to have an enjoyable anniversary in a nice off strip hotel we are now wishing we had just booked at a lower rate at one of the mega resorts and called it even. We would absolutely not recommend this hotel to anyone as the service level is well below where it should be for the price paid and all the extra hassles are just not worth it. I don’t know who’s in charge of this place but it would do them good to take in a good dose of their own customer service and learn from it. Needless to say we will not be returning to the Platinum any time soon and who knows when well hear about the credit card issue!
- Official Description (provided by the hotel):
- The Platinum Hotel and Spa is non-smoking with no slots or tables; a sanctuary located near the action (just a block from the Las Vegas strip) with the look and feel of a trendy boutique hotel. Specializing in personalized service and offering an intimate spa, it's own restaurant and lounge, with an indoor/outdoor pool and spacious lounging deck, the Platinum offers only spacious suite rooms. ... more less
- Reservation Options:
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- Also Known As:
- Platinum Hotel Las Vegas
- Platinum Hotel Spa