Planet Hollywood Resort & Casino

Overall positive, rooms are really clean. Rooms had great attention to cleaning. Loved its proximity to shops and food. Great central location for seeing the strip. Pool security check in staff could be friendlier but overall staff around the casino were nice. Front desk staff extremely helpful.

Everything in one place The service from the hotel staff and restaurants was top notch! Everyone we encountered was friendly and helpful. The room was a little dusty but clean enough to be comfortable. You really can’t beat a nice hotel with a short walk to the casino and food as well as the strip!

Great 7 day stay Check in was very quick and very friendly receptionist, I was put on the 51st floor and when I explained I didn’t like lifts he quickly moved me to the lowest floor he could. We had a large Queen size room very clean and great view of the pool area. We had an issue with the safe opening and security was with us within 5 minutes of calling. Could not fault this hotel or staff

Disgusting Experience Following my wife's bath in the bathtub, human waste rose out of the shower drain and permeated the room with a foul, sewage smell. I went to the front desk to request a different room so that I could continue to work without the noxious odor as my wife and I were becoming nauseated. The kind and helpful front desk agent said to let him see what he could do. He went into the back office and came back saying that he could not move me to a different room as the hotel was fully booked that night. They would send up maintenance to correct the problem and clean the room. I said that I was on a workplay vacation and that I need my room to continue working for the remainder of the afternoon and that remaining in the room with the overwhelming smell was untenable. I noted that many people do not check in until quite late (as we did the night prior) and they could move me to a different room as requested and then work to correct the issue without further inconveniencing me. At this point, he went back of house again and brought out the Hotel Manager, Bryan Navarro. I asked the same of Bryan who indicated that under no circumstances would he move me to a different room. He said he would waive one night of my resort fees, but that he would not even attempt to reconcile the situation to my satisfaction under the quite reasonable terms I had suggested. I was respectful, but adamant that he should move me to a different room. I even suggested he come to my room with me so that he could see and smell the problem first hand. However, he indicated that he "does not go into hotel rooms". After all this, he still said that he would not move me to another room. I was so shocked at his response that I asked to record video of his response to my simple request, at which point he said that our conversation was over and that he was going to call security to have me removed from the front desk area. Security came and I relayed the same information. He however said that their hands were tied and that there was no one I could escalate to as Bryan was the highest-ranking person at the hotel and that they also reported to him. I left to go back to my room to evaluate my options at which point I discovered that my room key was mysteriously deactivated, requiring another trip to the front desk as I couldn't even get on the elevator. During this ordeal, an employee acknowledged that they were aware that there were known sewage backup plumbing issues in the hotel. The one option I was given was that I could check out early without penalty, which I did after I secured a room at another hotel. Having worked in the hotel business for many years, the most important thing I learned was that if there is a way to make things right for the guest, then you should do it. This was an easy problem to fix, but Bryan Navarro would rather lose a customer than do the right and decent thing. This experience has robbed me of hours of time as well as my faith in Caesar's properties, especially the Planet Hollywood. As I told Bryan Navarro and his staff, stuff happens and rooms have problems. This was an easily recoverable issue that would not have left me with any lasting concern had he handled the situation in an empathetic and respectful manner. I would not have had a second thought about what would have been a short-lived inconvenience. What a wasted opportunity to show outstanding hospitality.

WOULD NOT stay here again Room was good/location good. Ramseys Burgers great. Pool area just okay. Went downhill from there. Had an offer for up to five nights free and had to pay for one of the 4 nights of the stay. Offer included $75 in free play which proved to be almost impossible to get and so difficult that I won't go into it here. First time to be treated badly by Cash Rewards at any Caesars establishment.