Complaint Review: Planet Hollywood Resort & Casino Las Vegas

I accompanied my husband on a business trip to Las Vegas, NV from June 6 to June 9, 2012.  Since the conference took place at Planet Hollywood Resort and Casino in Las Vegas, this is also where we stayed.  This was our first stay at this hotel and we were very disappointed with the darkness of the room and the fact that the room was never vacuumed while we were there.



On June 8, I left my room around 12:00 noon and returned around 2:00 p.m. to give the maid an opportunity to clean the room.  When I returned, I noticed that the maid had been in to change the towels and had also made the beds.  However, I also noticed that my cardigan sweater, which I had placed on the back of a chair, was missing.  I called the front desk and was told that someone from security would come to my room and that an investigation would be made.  I completed the necessary paperwork and listed the value of the sweater at $45.00.



I was told that it would be my responsibility to call Hayden Walker within three to five days.  I called Mr. Walker's office on June 13 and spoke with someone by the name of Rosie.  She informed me that she would contact the insurance company and that someone would be in touch with me.



I received a very confusing letter from the insurance company.  They were very apologetic but made no mention of my loss.  I was also given an opportunity in the letter to call their office within 30 days.  If they didn't hear from me in 30 days, they would assume that I had no questions.  I called on June 18 and again on June 20 but had to leave messages both times because I was unable to reach the claims representative, Blake Dickinson with CCMSI.  She returned my call on June 22 and left a message.



On June 25, I sent Blake a letter via certified mail asking what she planned to do concerning my stolen sweater.  She called and left a message on my phone on July 11 telling me that she would START her investigation and that she would let me know if they determined the hotel to be liable.



I called her back on July 12 and she told me that my claim had been denied as a result of their investigation.  I asked what the investigation entailed and she said they asked the maid if she took my sweater and the maid said she did not.  She also said that the security person who took my report stated that we were not utilizing our safe.  I asked her if I was supposed to have put my sweater in the safe when I left the room?  She had no response to that question but said they had to believe their employees.  She also told me that she was sending me a denial notice and that if I got an attorney, to let her know.



This hotel cares nothing about their guests.  When I left my room, I pulled on the door to make sure it was closed and locked.  During the two-hour span of time, the maid had entered my room and my sweater disappeared during that two-hour period.  Why weren't they liable?  What a horrible place to stay!



OB

Greensboro, NC