Planet Hollywood complaint: Cancelled reservation but not told

Can you imagine the upset and disappointment my granddaughter felt when she chose your restaurant over all others for her results day, to be told when we arrived that we couldn’t go in because it was booked out by a company? We had booked on the 11th August for the 22nd August at 8.15pm, she had asked for a certain type of table and we requested if you could make it special for her. We received a ation and she was really pleased. So to be told on the night we couldn’t come in was devastating! She was in tears, a member of staff came out and apologised said she could try get us in another restaurant, offered us a drink, which we declined. But my son asked if his daughter who was so upset could have a souvenir. The staff member gave her and her cousins a T. Shirt. Little compensation for such a disappointing experience. She then said she had made a reservation at a restaurant nearby. This was at Wolfgang Puck. Whilst the restaurant was good it lacked the atmosphere for a 16 year old girls results day. She will never get that day back and I feel you should know how much she was upset and of course it spoilt the whole night for everyone. This was our last day in the resort. Most disappointed by it all. We are all upset by the whole experience after telling her of the planet Hollywoods we had visited in the past!
Jacqueline Wood