Frequently Asked Questions

Q: How do I shop?

A: Browse though the grocery aisles (tabs across the top) and then click select quantity and ´Add´ button. When you are ready to checkout, click on the ´View Cart´ button, and proceed through the checkout by adding your billing information.

Q: Where are the groceries picked up?

A: Groceries are delivered to guest room prior to your arrival to Platinum Grocery Service.

Q: How do I pay for my groceries?

A: Final charge will be added to the guest's hotel room bill at the time that Platinum Hotel compiles the groceries for delivery. Payment will be collected at the time of check-out.

Q: Is a minimum order required?

A: Yes, Platinum Hotel requires a minimum order of $75.00 for this service.

Q: How long in advance do I need to order my groceries in order to ensure delivery?

A: Platinum Hotel requires a 72 hour advanced notice on all orders. The orders can only be placed 72 hours prior to your arrival.

Q: Is there a gratuity required for this service?

A: No. Gratuity is included in your $20 delivery service fee, which is added onto your final total.

Q: How do I know that you received my order?

A: You will get a confirmation email (make sure your email address is correct on the checkout screen) shortly after your order is placed. If you do not get a confirmation email, please let us know by sending an email to or phoning us at 702.365.5000

Q: What happens if you are out of the product that I ordered?

A: We make every effort to have all of our products on hand at all times. Sometimes we may not have the brand available, in which case we will substitute it for the same item but a different brand. We will not charge you if the item is out of stock and no substitution is available. We will automatically substitute the same product in a larger size for the same price if it is available. If the product is not available and there is no substitute or if the product is out of season you will be notified on your delivery slip and you will not be charged for the product on your credit card.

Q: What is the cancellation time frame on grocery orders?

A: Once the grocery orders are placed, they are non-refundable.

Q: How do I contact Platinum Grocery Service?

A: Please visit our Customer Service page for contact information.