HotelChatter

The last time I was in Las Vegas I was able to see all the rooms types they had to offer at the PH Towers. I was a little disappointed to see that the studios and the one bedrooms suite has such a drastic difference in the two room types. The one bedroom suite is definitely the way to go if you decide to book there. The studio is only 450 square feet and the one bedroom suite is 870 square feet. Combining these 2 rooms create the 2 bedroom suite which is really an awesome which is 1500 square feet. If you agree that more is better than you should defiantly get the one or two bedroom suite. It's no that the PH Towers studio suite is ugly, its just that more is better in this case. I enjoyed the bath products and the contemporary look of this hotel times share. The pool is gorgeous and you can easily access the Planet Hollywood to use their resources. Above everything I really enjoyed this property as one of the newest additions to Las Vegas hotels

I am writing this review in response to a perplexing reply from PH tours corporate office and to make you aware of the unbelievably poor customer service we have received at the PH Towers in Las Vegas and unfortunately feel they are not taking the complaint seriously.
We travel frequently to Las Vegas and have been staying at The Bellagio on the three previous visits. We have become accustomed to receiving top-notch customer service at the Bellagio, but the PH Towers, Las Vegas hotel appears to be quite the exception. We stayed at the PH Towers, Las Vegas hotel for eight days from the 5th Jan 2012 to the 13th January 2012 and their housekeeping, front desk and cleanliness leave a lot to be desired. On phoning their front desk, they assured me that the room would be cleaned, bins emptied and towels replaced on numerous occasions. Upon checking at the front desk one particular evening at 9.30pm on the 11th January 2012, the same night I had phone at 8.30pm for towels to be changed in the room, which never happened. In fact, they assured me that they had a log on their screen and on our return they would have replaced the towels, unfortunately the cleaning of the room seemed to be out of the question? More than 24 hours had elapsed and the room yet again was not serviced and the towels still required changing! Astounding! The front desk said they would send housekeeping with clean towels, after I made a phone call again to them in the early hours of the morning and took no responsibility for the debacle. I also noticed that housekeeping was waiting for a tip as they delivered the towels, which felt very strange and disingenuous.  Having to make numerous phone calls and also approach the front desk as the phone calls did not improve the service is unprofessional and really, quite embarrassing. Their electronic "do not disturb button" on the door was not pressed on all day and I made the phone calls and also approached the housekeeping staff on the floor on numerous occasions. They never suggested or advised that the button was on?
I understand that people sometimes make mistakes, but the fact we made numerous phone calls to their front desk to have the room cleaned and we also pushed the housekeeping button on beside the door, we are sure the front desk was aware as they admitted to logging some calls. I'm not sure how many times housekeeping attempt to clean a room each day but I'm really shocked that no one had the awareness to wonder why the refuse bag from the kitchen and bathroom we left outside the door, did not move from its spot for two entire shifts more than 24hs. Not one person made an effort to provide that basic level of a housekeeping service to our room over a 24 hour period on a few occasions. Housekeeping is a standard hotel service - the button I assume is provided for each customer in every room. This is not some extravagant perk that is only provided to Vip guests or on request? This is a basic service which I expect from any hotel that we stay at and is essential for any customer to enjoy their stay. I feel this company is not taking this serious and regarding "Our electronic door system tracks do not disturb status on our guestrooms, and we note that both on January 9th and 11th their do not disturb light was activated" we did not have this on 24hrs and did not explain why I made phone calls and also approached their housekeeping staff and I was standing waiting in the room with no light activated.
I have requested that they please advise us on the following as they seem to have brushed over the fact that Room 704 was unhygienic, the besides lockers covered in dust, the three glasses and cups came out of the dishwasher filthy, when the housekeeping decided to actually turn up. Every time we opened the fridge THE STINK!
Filthy rooms, a layer of dust that is horrendous for people with Asthma or any respiratory ailments, my friend attended the doctor on our return and was diagnosed with respiratory infection and she had a rash and bites on her body. She was certified unable to work for a week and a half. The bathroom was unclean and the bath/shower was very dangerous, the height of the bath and no rail to hang onto to assist you in and out.
The room was not up to our hygienic standards as we all had rashes on our bodies and bites, which, later my doctor diagnosed as bites from bed bugs and informed me to wash all the contents of our suitcases in hot water on return to my house, in case we had bed bugs came with us. I have to send 6 dresses to be dry-cleaned also. I was prescribed a cream for a rash on my face and body and I was diagnosed with stomach virus and swollen glands, which was down to the dirt in room and the filthy cups, glasses and cutlery. The third person was also diagnosed with a stomach bug and also bites on her body and a rash on her face.
They have greatly disappointed us with their reply Because of this, we are not sure that Casers Entertainment, PH Towers, Westgate is capable of providing basic services while staying in their hotels and we have already considered never staying at Casers Entertainment properties altogether in the future. We believe the only fair remedy for this unfortunate situation is to provide a refund of our total price of our stay, which they have declined.