Aladdin Hotel and Casino--Las Vegas Complaint - Poor quality of service and no customer service at the Aladdin Hotel

Review by Silverback on 2007-01-05
LAS VEGAS, NEVADA -- I have sent 6 messages to both the Aladdin and Planet Hollywood (parent company), and not one reply has come back.

The complaints are detailed at the bottlom of this thread. I preserved all of the dates.

Half of the email addresses posted on the site are not functioning, and the comments form on the site is also broken.

Date: Jan 3, 2007 9:07 PM
Subject: Fwd: Aladdin Resort and Casino: Thank you for Visiting!
To: general-information@planethollywood.com

Just so you know--your property, The Aladdin Hotel and Casino, is a poor representative of your company. Below is the string of emails sent to them--not a single response.


Date: Dec 29, 2006 12:33 PM
Subject: Fwd: Aladdin Resort and Casino: Thank you for Visiting!
To: convention@aladdincasino.com

I can't get a reply from the reservations email box (three tries), the leisure@aladdincasino.com address on your site bounces back, and your site's feedback form is broken.

Please push this message up the Customer Service foodchain. At this point I would appreciate the courtesy of a response.


Date: Dec 29, 2006 12:27 PM
Subject: Re: Aladdin Resort and Casino: Thank you for Visiting!
To: reservations@aladdincasino.com, leisure@aladdincasino.com

Wow--you guys are amazing on the customer service front. I guess the complete lack of response to any of my messages is a pretty good indication of your desire to keep me as a customer. The good news is that there are plenty of hotels in Las Vegas.

Best wishes,


On 12/28/06,

Did anyone read this--I would be pleased to see a response.


On 12/25/06,

To: reservations@aladdincasino.com

I tried to use the Guest Book-as this email invites, but that is broken, which is in keeping with the theme of my recent stay. The following error message pops up when I submit my comments:Warning: mail() [ function.mail]: Failed to connect to mailserver at "localhost" port 25, verify your "SMTP" and "smtp_port" setting in php.ini or use ini_set() in E:\aladdin\guest_book\guest-book.php on line 51

Warning: Cannot modify header information - headers already sent by (output started at E:\aladdin\guest_book\guest-book.php :51) in E:\aladdin\guest_book\guest-book.php on line 84

Here is what I attempted to send to you:

Why you were open last week is beyond me. Now I understand the low rates--half price for half assed accomodations.
The hotel was a mess:
Carpets being ripped out and rolled in.
Same with tile.
Roped off areas on the casino floor--awaiting gaming commission approval.
The South tower elevator unavailable on the Spa floor requiring a detour just to get there.
The poker room isn't even a room-it's just roped off space.
The Spa is in sad shape--tiles falling out of the wall--the men's showers smell very musty--none of the magazines in the men's lounge are for men--broken locks on lockers, etc.
I live in Denver, and it looked like I was stuck there over the holiday. In spite of my situation and having no choice in the matter, your staff was going to ding me for a more than 200 bucks for Sunday night--not cool--a little predatory, in fact--Merry Christmas to me.
Finally, if you are going to have movie premieres there, be sure not to kill the valet parking guests with a 45-minute wait just to return to your fine hotel--that's lousy planning and pisses off your guests.
On the upside--your dealers are all very nice.
All in all, not the sort of thing I'm used to nor that I expect. I generally stay at TheHotel at Mandalay, and I see, in retrospect, that this was heretofore a wise choice.
Comments:2 Replies - Latest reply on 2007-01-05
Posted by Anonymous on 2007-01-05:
I understand your frustrations. According to their press releases it looks like they are finishing up a major remodeling of the place. Now apparently call themselves the Planet Hollywood Resort & Casino. I tried the feedback and it works for me. There is a phone number but it's not toll-free. 702-785-5555 is worth a call. Try to see if they can make it up to you somehow.
Posted by Silverback on 2007-01-05:
At this point, I have 6 messages in to them, including the parent corp. They invited my feedback electronically, and I obliged them by responding in kind.

I do appreciate your feedback. At this point, I'm really just looking for a response from them. It is doubtful that I'd stay there again considering the quality of the service and the follow up.

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