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http://www.openvoc.eu/poi#funnyReviews
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http://www.openvoc.eu/poi#usefulReviews
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  • We are locals who enjoy a staycation every now and then so when a great rate was made available through a third party we took advantage and booked it as we have never stayed at the HRH. When we first arrived there was absolutely nobody waiting in line to check in. It was dead. A desk clerk and her colleague were busy making "jazz hands" and "spirit fingers" that they did not even acknowledge us. I had to ask her if she was available. Already a bad start. I didn't realize that my account with the third party had my maiden name and credit card with maiden name linked to it. Maritza, the jazz-handing desk clerk rolled her eyes and asked if I had any other ID to prove that was me. I showed her every single card in my wallet but she wanted my passport...like I mentioned earlier we are local so I don't carry my passport around with me while I'm in my hometown. I asked her if she could ask a supervisor and she walked away to do so. When she came back, rather than empathize with us she told us we would have to make a cash deposit, which we didn't mind doing but she made it seem like it was such a hassle to her. She went on to make some random phone call talking quietly but I heard her say my last name. She handed us our keys and we went to our room. When we arrived at our room it had 2 double beds instead of the 1 king that was booked. In the booking options we were given multiple different choices and I specifically picked King, non smoking. I called front desk from the phone multiple times with no answer. Finally I called a different department and asked to be transferred. That worked, wonder why? (Sarcasm). The supervisor David or Davis (can't remember) took my call, I explained how our experience had been horrific from the beginning and now to add insult to injury we got the wrong room. He apologized for me "not reading the fine print" where it states HRH does not guarantee any room type or smoking option! How's that for customer service? He said there were no other rooms with a king bed available for the night. Which I found hard to believe considering the hotel was barren. I went on several different booking websites which all showed king bed option still available that night. Which means either I was lied to or there would/could be a lot of angry guests expecting a king bed and not getting it. We decided to leave, forfeiting our money but booked last minute with Planet Hollywood -same price but extreme opposite end of the spectrum in terms of customer service. The staff at PH make you believe they value your business and the rooms and amenities far exceed HRH for the same price. Do not be fooled by the name. Go elsewhere for a better experience.
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