My complaint:
I recently returned from Planet Hollywood Costa Rica on May 7th, 2023. At the resort I spoke with the Star class manager Paulo on several occasions about my dissatisfaction during the weekend after paying $1320 for our party to receive the upgrade of star class treatment (which was paid 6 weeks prior to arrival). Due to not receiving a response from Paulo after being told my refund would be processed before I left Costa Rica, I have to now go through different avenues. The following is the email that was sent to Paulo and the Star Class team, which I have yet to receive a response.
I would like to convey my dissatisfaction with our time spent at your resort. We chose Planet
Hollywood because you market yourselves as a five-star hotel with the option of STAR class treatment, and we wanted to provide that for our loved one who is getting married while also
enjoying ourselves, unfortunately that wasn’t the case. Below is a detailed list of what we should have received with star class:
-Personal Agent (As you know NONE of our rooms received this) The fact that not one room had a person concierge the entire weekend is unacceptable.
-Preferred Room location- I asked for our 5 rooms to be in the same building and we were in 2 separate)
-Preferential Reservations (Paulo I appreciate you making the reservation the last night for us but that was also a hassle and time consuming due to not having a concierge)
-Selected premium drinks (often most bars ran out of premium liquor)
-Upgraded Robes- 3 rooms had to call down to reception for robes, slippers and toiletries).
-Packing and unpacking of luggage-(No rooms received)
-Aromatherapy in room (No rooms received)
-Ironing one set of clothing (No rooms received)
-Escort to the Restaurant (No rooms received)
-Organizing special occasions (This we had to do all on our own and to only further our frustration the flowers and bottle of Gin that we paid for and ed in several emails and messages was not present when the Bride arrived.
All in all, this experience was very lack luster for what Planet Hollywood says to deliver. Paying $1320 to upgrade to star class and for you to only say you will refund $330 (which still was not refunded) is not only is unjustifiable but also offensive. I would like a full refund for the Star Class payment.
Room ‘s
14 103
14 105
14 202
16 201
16 206
Confirmation: 9886SE173816
Confirmation: 9886SE173856
Confirmation: 9886SE173533
Confirmation: 9886SE173852
Confirmation: 9886SE173854
Thank you,
Charlene Williams
Suggested solution:
I want a full refund for the Star class payment of $1320 when we didn\'t receive any of the Star class benefits during our stay
