On a recent trip to platinum suites, I was VERY disappointed. I sent this letter to the general manager Peter Rockwood, and got a reply from someone completely different. The best thing they offered me to compensate my troubles was a complimentary upgrade to a Princess Suite? Very unprofessional. At least an apology from the person I sent the letter to! BEWARE of this place, and if you do stay here, DON'T PUT UP WITH CRAP!!! >>>>>>>
I stayed with your establishment on from Dec 30, 2007- Jan 1, 2008 in a Marquis Suite. I own a graphic design company and I had invited some of my clients to spend the new year in Las Vegas, as well as talk business. I would have checked in myself but my flight had been delayed so I told my clients to go ahead and check in to the hotel. They had been waiting for me to arrive and I did not want them to be inconvenienced by my tardiness. I mentioned that they would probably have to give the hotel a credit card but I assured them that there would be no charges. I told them once I arrived I would place my card on the account.
One of your staff members, Jason, checked in my clients and from what they tell me, he was extremely condescending, unwelcoming, and had an attitude of superiority. Jason made my clients feel uncomfortable and unhappy when I had promised them a weekend of relaxation. Jason's behavior was uncalled for, he did not apologize for his behavior and no resolution was made. For a hotel that prides themselves on relaxation and hospitality I am very angry that my clients were subjected to this kind of treatment.
Futhermore, I was promised a twin rollaway bed would be waiting for me in the room when I checked in and no such bed was there. I called the front desk that day FIVE times and each time they said "we will take care of that right away." I waited and waited for the rollaway bed to arrive and no such thing happened. I called again at 4AM to mention that I was still waiting on the rollaway bed and was given the runaround. I wasted an entire day for that bed which never arrived. If there had been no available rollaway beds, why keep me waiting? I finally received the rollaway bed the next morning. This is unacceptable.
Futhermore, the room itself was not in good condition. There was burnt out light bulbs in the guest rooms and the alarm clocks kept losing power so we could never find out the correct time. An engineer had to come and fix this problem but the alarm clocks still went off and on. Normally, I would overlook this as being a minor issue but compounded with all issues I was faced with when I arrived I am not as forgiving.
Today I received a call from my client mentioning that he had been charged for the room and he was extremely upset. I am angry because I specifically asked the front desk to not charge anything to his credit card. This does not reflect well on my business and my clients are not pleased with the hotel which I had chosen. I am troubled that this experience may have cost me their business. He mentioned to me about the unhospitable front desk - specifically Jason, and requested that I mention his behavior to the general manager of the hotel.
This is my first time staying with Platinum Hotel and I am disappointed with the outcome. I arrived to issues with the mix up on the reservation rates, Jason with his air of superiority over my clients, waiting for a rollaway bed that never arrived until the following day, burnt out light bulbs, alarm clocks which kept losing power, and charging my client when I specifically requested for all the charges to be placed on my credit card.
I was going to overlook these unfortunate experiences due to the fact of the busy new years eve weekend, however, the final straw was the charging of my client. I am going to be very cautious about returning to your hotel the next time I visit Las Vegas. I hope you will do your best to remedy these complaints.
- 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
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- Also Known As:
- Platinum Hotel Las Vegas
- Platinum Hotel Spa