Hard Rock Hotels
Reviews and Complaints

Hard rock gave me one month to use offers and cruise with norweigen. Says free airfare, free drinks/bar, free wifi and

free dinning and excursions. Booked 10 day europe trip.

Paid for airfare and got there and joy and ishsa laughed at

flyer and hard rock paper work and refused to acknowledge my offer. I felt like prisoner on this boat and hold hard rock and their lies and partnership with that cruise responsible. I do feel like this could be small claims court case. Spent 2000 out of my pocket . Rebecca. L. Crowson

Plz call me [protected], Mr. Fletcher the hotel manager cannot help me and Lisa Hart. The VIP host of all the host is so sweet but she's not helping me and I am a multi platinum card holder and was kicked out. Of the hotel with security guards for no reaben's the people that I've tried to. Go in channels or not helping AKA Mr. Fletcher and Lisa Hart. Please please get with me to resolve the issue or I will never be back

April 8,to April 16, 2023.MARK A WADE Diamondocea front. Thekeycardsseldom worked, the Jacuzzi never worked, and we spent more time trying to solve the problems, then enjoying our stay. The amenities listed weren’t neither was the surroundsound or 24 hour room service.. locked out it was stated in our face that our room was messy in their option

I booked this table to celebrate my friends birthday and to say we was disappointed is an understatement.

On arrival we was shown to our table which had a 12inch gap from the person dining next to us. they was as shocked as we were due to the lack of personal space. next we was informed you have 90 minutes to enjoy this experience!.

"I asked for two pots of tea", I was informed you have to pay for this, Really!.

I can read I understand the concept of afternoon tea. However, Then the food came out, I had read what was on offer and thinking it would be of an high standard having eaten brunch and evening meal with yourselves on several occasions. It was not enjoyable. I couldn't even describe a good aspect to what we had, so much so that we asked for it to be taken away and I ordered more tea and cheesecake with ice-cream, only one pot came out and the new york cheesecake was not with ice-cream. I choose your hotel purposely as I have also used your hotel facilities and was blown away and had recommended you to my friend for her husbands birthday celebrations.

February 13th 2023 I ordered Starbucks through my mobile app about 7 something in the morning came to Starbucks about 7:15 a.m. to pick up my order I had a two basket cart shopping cart with me with three bags in it and some cardboard on the bottom a hard Rock hotel security comes out ask me if that was my cart I said yes I will move it after I'm done eating my coffee cake security said no you will move it now or I will move it for you and I prefer to tell me so they can take me a couple minutes to eat my coffee cake and I'll move it I'm going to go afterwards I just want to eat my coffee cake I was standing outside Starbucks in the out door eating area my voice is raising another a security from the hard Rock hotel comes out a female one. Proceeds to tell me that I am causing a disturbance and that I smell of pee. She didn't grabs my coffee cake and throws it onto the bottom basket of the shopping cart and then she grabs my coffee and starts walking towards gaslamp trolley station the male security grabs my shopping cart just pushing it the opposite direction of the female security I told him I'm not going that way I'm going the other way around catches up to the female security she puts her hand on my cart I put my hand on top of her cart she then punches me in my left ear I lose my balance and I fall to the ground and there's literally dragging me on the sidewalk and they stop at the corner where the trash can is there was no reason this should have happened to me I will be contacting an attorney very soon about this they cannot get away with this I was a pain customer Starbucks I did nothing wrong I wasn't bothering anybody I wasn't doing nothing something needs to be done because now my might trust in security has gone from 85% it's about 20% because of them

[protected] - Property reference

I stayed at the Hard Rock in Tahoe on the 19th December 2022. Within an hour of checking out on the 20th December I realised i had left some clothing in the bedside drawer. I called immediately to be told that the room had not been cleaned and someone would call me later.

I received no contact so my son, who was still in the area, attended at the hotel in the early evening. He was told that the clothing was not in the lost property register and someone else was now in the room. He asked to go to the room and ask the occupant to check the drawer. Initially, he was told he could go to the room but then a very unhelpful security said he could not.

I have called and emailed many times without any resolution.

It is unacceptable that noone was able to go to the room when i called to say exactly where the items were. I have received no contact from anyone other than a repeated automated response saying the items haven't been located.

we stayed at the hard rock cancun October 2022 for 10 nights attending our friends wedding. We was informed this hotel was family friendly and we would have a great time. The hotel booking had changed from a sea view and somehow we ended up showing that we had a lagoon view. However on arrival the hotel gave us an atrocious room, over looking what can only be described as air con units, mechanical systems pipes, never been to a hotel with such poor view. I have pictures and the noise was a humming loud sound 24/7 again I have proof with a decibel’s checker. We had 2 children with us so we couldn’t even open the balcony doors to sit out when they slept. One of our children is 2 so would need naps.

The hotel never catered for children at all, no children’s entertainment around, all the games were drinking games, sexy dancing, alcohol etc etc. very poor for families. Food again wasn’t great, no children’s menus always a wait hotel clearly over subscribed and it appeared they couldn’t cope. We waited 2 hours

For steak restaurant and they seated us at 10pm and we had been there with 2 children since 8pm. Discussed with the staff and they said

There was nothing that could be done as all the restaurants were the same.

So why not allow families to book? My daughter fell asleep before she had even eaten ages 2. Then had to order some room service at 3am when she woke up hungry again to be told it would be over an hour wait. To me this is not 5* service. I could go on and on. There was building work being done at the front of the hotel. They mainly catered for the VIP everyone else was barely recognised. It was just shocking and I’m so disappointed we spent over 7k savings on such a poor holiday.

I don’t think I would want to visit the hard rock brand hotel again if this is what the service is. Poor and we couldn’t wait to get home. If it wasn’t for our friends wedding we would of instantly moved hotels

To whom it may concern,

I have written a number of emails... nothing has been done to rectify the issue. I was told offers would be honored and I would be able to book. There are no offers for any dates for the prices advertised. This is false and misleading.

Please see my email sent below. I received communication from the Hard Rock Sentosa and quite frankly they said that there offer would be available and then it was not. They proceeded to off me two rooms for more approx $200 more each, per 2 night stay. Which is approximately $800 more for 4 night stay times two rooms. Then they went on to say they would offer me this for my 50th birthday as if they were doing me a favour, when they were not. Please follow this up and honor the deal. This correspondence began on 2/3/22. It would be nice to give a good will gesture 1 night free or 50% off the second room. I have now sent a more than 10 emails. This horrible customer service. Then to insult me and off me the room $825 per room for two nights. This is outrageous. I have in an email that the $664 offer will be valid.

Previous email I sent to you with no response:

I am writing to you regarding some very disappointing experiences I have encountered trying to book a Stay for my 50th Birthday at the HR Hotel Singapore sentosa.

I located an offer online for $664 Singapore dollars including breakfast, $138 credit per room for each booking. See below.

After contacting Resorts world I was informed that the deal would be re - offered and I would be able to book this for my 50th Birthday. Upon informing me that the deal was available no such deals is available

To be honest this has been a very unpleasant experience and I am a frequent traveler and guest at HR hotels worldwide.

Please look into this and rectify the misleading and false advertising and honor the deal offered!

As I mentioned I corresponded with Lynn at Sentosa world.

I will need to book two room as you only offer kings or 2 twins. (This too I find unusual as I always have my children in the same room as me.

I would have to book from 18- 20th and 20-22nd of September times two rooms.

4 X Matercard $315 X 2 rooms

@664 Singapore dollars X 2 = 1328

1328 X 2 = 26556.

Screen shots were provided.

Very disappointing that I have to write at least 10 emails. It would also be nice to offer a good will gesture (maybe the second room 1/2 price) to accommodate all the difficulties I have experienced.

Kind regards Michelle Janevski

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Estou muito insatisfeito com o atendimento da vcisa que após vender-me uma cota de um townhouse premium, não me enviou id, login e senha aos 42 dias do pagamento da entrada de 15% e ainda não está me garantindo reserva no novotel atibaia como prometido pela vendedora camila medeiros no ato da venda, onde me disse que eu teria um voucher para usar uma semana neste réveillon

This has been the worst holiday I have ever had in my life. Me and my wife are nurses and saved hard to experience the hard rock. From checking in we were charged an extra £100 euros over the 1154.00 euros to upgrade to all inclusive. We have not been able to book restaurants due to being fully booked, it is impossible to get drinks in a timely manner staff are rude and impolite. We reported electric faults in the room we are staying in plugs unsafe my wife received an electric shock from a faulty hair dryer their was no follow up to see if she was ok. Another hair dryer was sent to the room, we are all now counting the days down to go home the worst stressful holiday of my life it has put me off the hard rock for life also the island of Tenerife.

Hard Rock outsources American jobs to third world countries to people who can barely speak any English. They want all of your personal information and for all we know they are selling it, to the highest bidder.

I made a reservation, never received a confirmation email, called again to verify if I had a reservation and was asked a million personal questions. After 30 minutes on the phone, I got my conf# and requested an email confirmation, never received it.

Called again to cancel my reservation, gave them my conf# and then they proceeded to ask me a million personal questions. What is the conf# for, isn't it to expedite the process. A unique # that no one else has.

Bottom line - I will not do business with any company that outsources American jobs to third world countries, where my personal data is being exploited. I will not do business with a company that waste 2 hours of my time and have ineffective, inefficient processes in place. BOYCOTT HARD ROCK!

I am disappointed that I have to write a laundry list of events to justify my complaints and dissatisfaction. Furthermore, being forced to request a refund for the nights WE did not stay at your resort is insulting. Our hands were tied, and WE had no choice but to leave after multiple occurrences. Below I will be sure to name just a few.

Just to let you know, WE were not greeted when we entered. Check-in felt like WE were in a kiosk at the mall being moved from one section to the next. Very task-oriented and impersonal. WE are on a business trip/ mini-vacation and expect to be treated accordingly.

The process provided us with little to no direction or instructions. WE felt unwelcome; it was not warm except for the temperature. They only handed us a piece of paper and shooed us on our way. When WE asked for a tour of the facility, they smirked and stated it's not a big resort; you will figure it out. Again, WE felt dismissed and unheard.

Since WE arrived before check-in, WE were forced to pay out of pocket for drinks while waiting for the room. This is a ridiculous request for paying all-inclusive guests. WE didn't even get checked in until much later, and then there was still no direction. The entire experience began with such a sour taste in my mouth.

Once in the room, the mini-fridge was not restocked. It was bare, not even three bottles of water. It took forever to get anything to our room, including the stocked minifridge, bags, wine, etc. After all this, they didn't unlock the other half of the room; maybe it wasn't ready? What a first day.

While attempting to turn lemons into lemonade and enjoy ourselves the next day, Your staff demanded I write down my complaints on a piece of paper as though my word was not good enough and no one in management could have addressed it on the previous day. I needed to take time out on the beach to work and write down things as I am now, again stating a point of the treatment within this organization and hotel in Cancun. Why couldn't your staff write down the complaint and address the issues? I verbalized it to multiple people. I am on a business trip and had specific allotted time to enjoy myself. It seems that writing down previously verbalized complaints was not a reasonable request.

Room service was capped at times. The pool service was unavailable until 11 am, and I paid overage costs as everything was extra money. I could see if the services made up for it, but to pay extra with no accommodations is absurd.

The jacuzzi did not function, and maintenance was called.

When WE notified them that WE were leaving, WE only got a call, not a visit or anything personable; the same person that tried to force me to write down complaints, which WE eventually did jot down a few things, said, "oh they didn't do anything?" I said no... At this point, I was done, and to make matters worse, WE asked for a taxi, and they put us in someone else's taxi going somewhere else... by that time, WE were happy just to be away from this horrible experience.

There are more instances, but at this point, I am drained and want to move on from this amicably and professionally. Please do what is right and professionally honorable.

WE didn't stay the additional two nights, and they should be refunded - let's not have this escalated at the end of the day. It's the principal. The service rendered was unfortunately subpar, so we were forced to depart.

Note I use WE in caps as it's my business name, trademarked, so please forgive it as it's not being used in proper terms, but again it's a trademark I use when writing. With that being said, I would like to be reimbursed for the two nights that I didn't stay at the hotel, including any additional charges. At this point, something has to be done.

Thank you

Es Gil

I came for breakfast this morning at 5:00 AM. Because it is so early it is not busy at all.

I asked Andrew (a server on the floor) to please call me a waiter, he never bothered to ask me if he can take my order. Instead he said that he will call the waiter who's section it is. The waiter serving my table and/or section, Andrew said it was Mark. Mark never came to assist me. After 15 min I called for the manager, Brie, who took another 10 min to arrive at my table. I asked her if she is the manager and she confirmed she is. When I complained to Brie about the service, she said she is not working on the floor she said she is busy in the kitchen - doing what, I am not too sure? She never took my order and/or send me another waiter to assist me. I asked another waiter to call me the manager again and what the manager's name is, she said she does not know? I don't even know how this is possible. Because there are no other restaurants in this hotel which are open at this time of day I do not have any other options for breakfast until much later. When I looked for the manager again I found at the reception a man which said that he is the manager and that I must have spoken to Brie, the beverage manager and that she has left already. Brie decided to leave not attending to me as a, like Hard Rock Casino and Hotel say, valued customer at all. We try to come and stay here at this Hotel as a family regularly and I have to say that I can not tell you how disappointed I am of the service I received today. I eventually found the manager on duty after approximately 45 min or so, Kerven who assisted me with my order, personally. Kudos to to Kerven!

Please check and confirm the time entered in the restaurant and the waiting time for assistance.

We have recently returned from a 3 week holiday in the Dominican Republic with our two daughters and their families ten of us in total.We have been holidaying in the Dominican Republic for the last 20 year we were very disappointed with the service we received please see issues we had - granddaughter cut her ankle in pool due to sharp edges of tiles requiring stitches, pool being repair while customers were using them, pool bar tender unable to make cocktails as per menus due to lack of drinks, no children menus in any of the restaurants & in some cases could not order from menu's as didn't have the food advertised, no cereal for children at breakfast, poor air conditioning in rooms, lack of entertainment in the evenings & very limited seating around bar areas, poor room service cold food, moving rooms due to faults as I previously said we are very disappointed with the hard rock hotel we paid a lot of money to stay here

Regard
Michael George

Got the biggest runaround trying to get my left behind ' Men's Hanging Travel Toiletry Bag.'
First when I mentioned what was left behind, no one understood! I discovered when I reached my Car and checked my Luggage, that I left it in the Room.
Called as soon as possible and explained that I WANTED TO go to my room to retrieve my bag. I was told since my checkout date was the mext day, they wouldn't check if it was turned in to lost and found till then. (Saturday 8/21/21).. also given the implication that I couldn't get into the room that Friday, since official Check out was Saturday? CONFUSED so am I!
I called thr next day and nothing had been turned into the lost and found yet! I called a few more times and nothing! I was told to file a complaint.. with Security (?). Which I did.
I was told I would hear from the supervisor by a phone call, after she got to work on Monday, 8/23. and was able to address the issue! Waited until this Sunday 8/29/2021.. never got the call was transferred around and somehow after a long hold, I was disconnected.. They said it was I who hung up! Bull crap! Note did not rhyme with HIT!
Everything put the onus on me. Was told I should not have waited
this long ; I was being trusting and polite! And it was used against me!
Was then transferred again to the front desk through an internal line, this was at the suggestion of the head of Securityand again explain the situation! Again finger pointing at me and told to start over again with the Lost & Found.. I LOST IT And used a word rhyming with HIT.. Well fodder for the woman AMY, to stop listening and being less helpful! I said I was not done with this.. give me an ADDRESS TO WRITE TO COMPLAIN..
She BLURTED OUT THE ADDRESS ABOUT 60 mph.. I SAID' HOLD ON, START OVER".. 'AMY' HUNG UP! Which was her goal from the beginning!
All I want is the cleaning staff to be questioned and reinstructed about their duties and scruples!
Seems someine is enjoying my new BAG.. they even went as far as to say that the people using the room aftrer me may have it!

Last time I tip a housekeeper! And we cleaned up the room!

P.S. I was told to drive back there today, Sunday.. I am over 60 miles away!

This 5 star hotel gets all 5 stars fro ripping off its guests. What Hard Rock Hotels does and how they operate is by ripping off its guests who have any type of misfortune such as emergency surgery, life threatening situations, medical emergencies, or any type of misfortune befallen them. They get their stars and credits by stealing money from hotel guests. They have NO CONCERN for their guests other than seeing how much money they can gouge them for, no matter what type of unfortunate events they encounter, or whether or not they can keep their reservations due to emergencies. The Hotel will bill you no matter what and keep your money, no matter you complain, they are deaf, and can only see dollar bills for their 5 stars. STAY away from HARD ROCK HOTELS. DO NOT stay in ANY of their properties. YOU have been WARNED, or you will be their NEXT victim

Well my first complaint is, the first time I used my free room for the month they charged my Debit card for the room . Which caused all kinds of issues in my account and bank charges . That the only thing they would do was give me 89.$ off my next paid room . And it took almost a week and a half to get the money back into my account . REALLY COST ME A LOT OF MONEY ! And so I got a room for my grand daughter for her birthday . While making the reservations the gal booking it for me WAS VERY VERY RUDE . And when I checked in that day and hauled all our belongings to our room the room keys didn't work . So I had to go all the way back to the front desk WAIT IN LINE AGAIN ! And while standing in line the Rude gal that had taken my reservation the day before tells the folks that are behind me to come on over to the counter so she could help them ! So they give me two more keys and I walk all the way back to room . We get the kids ready to go to pool and we walk all the way back to desk and past it on our way to the pool . We get to pool and it says CLOSED FOR RENOVATIONS ! REALLY?! Do you think you might want to mention your pool is not working while I'm booking the reservations?! My grand daughter starts crying and they call some manager that pretty much said hey sorry ! I'm sorry but that's not good enough for me and I don't want 25$ off some spa you don't even have yet ! I want another night so I can take my grand daughter so she can swim . And the front desk needs to be taught to be polite ! They are rude ! And the manager was rude as well . I mean she could of offered us dinner or something! It's not like the Hard Rock is hurting for money . The manager tells me there's something wrong with the pool . Well WHY ISNT IT FIXED?!?!? It's not like you don't have the money ! The middle of the summer in Oklahoma and your pools closed ? That's not good ! Not good at all!

Never stay here if you don't want to be injured! Security is 100% unprofessional! I was assaulted by a drunk man. Security treated me with the utmost disrespect! The disorderly man cut my hand (which bled all over the hotel floor, other people, and myself! I was told by security to go to the ladies room and wipe it off because all their firstaid had was towels)! I am signing a legal complaint against them. They also allowed that crazy guy to stay the night in the same tower as me and my two underage children! They put the public and myself and young children in danger!