Complaints & Reviews

Ripping off its guests

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

Reservations and Staff

Well my first complaint is, the first time I used my free room for the month they charged my Debit card for...

1 comment Catoosa Other

Security is 100% unprofessional

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!

No apology or problem resolved

I was enticed to come stay at the Hard Rock Casino and Hotel in Tampa, Florida by a casino host who promised me the executive suite with all expenses, food, alcohol, accommodation and room service complimentary, paid by the hotel, at check out the next day the woman was rude and confrontational and challenged me that there was no notes or any documentation to support my story that my bill was covered by the promise of the casino host whose name I will omit for the record.

It took over 2 hours of confrontational inappropriate management communication at the check out desk to finally get the hotel to track down the casino host on his cell at home to support this and finally credit my card for $500 plus minus.

In the interim, I had given the valet parking attendant my parking voucher and all this time was making excuses (lies) why my car could not be found or located. Keep in mind there was nobody else waiting for there car, nobody, any residents waiting for the car, just 6 valet attendants laughing outside and smoking.

When I asked for a general manager or any manager, apparently, none were on duty, and another casino host, low on the management totem pole was in charge for the day, being Sunday Nov 22nd.

After another 2 hours of standing outside waiting for my car, finally the management of the valet parking area shows up to tell me she has bad news and "not to worry we going to take care of you" words that are far from the truth...when I was brought to my car still parked in the valet parking space, it was totaled, air bags released, both right side wheels and rims smashed and bent, both right doors and mirrors completely smashed in, the car looked like a giant Mack truck ran into my car at 50 mph.

The police report was done, no apology was made, the valet manager told me to get on my phone and make my own arrangements at my expense for a tow truck and car rental...he did not like my answer and was rude, arrogant, nasty, inappropriately dressed in dirty t-shirt, mumbling and chuckling to one of the valet employees.

It took another 2 to 3 hours to convince the manager appointed casino host to tow my car home to Sarasota and get me a ride home.

I was promised that their insurance company would be at my home taking care of this the very next day and they would pay for a car rental and have at my house...This is yet to be done...I have made phone calls and the answers are all political bull "we waiting for corporate to take care of this"...

DO NOT STAY AT THIS HOTEL EVER BECAUSE IF ANYTHING GOES WRONG, YOU ARE IN FOR THE AGGRAVATION YOU WOULD NOT BELIEVE FROM A LARGE CORP. THE WORST RUN MANAGEMENT EVER.

I know this as I was a VP in a Fortune 500 company and I have a good idea through many training seminars and basic logic the difference between good management and terrible management.

Avoid this place at all costs

My husband and I stayed at the Hard Rock Casino in Biloxi, MS last month and had a wonderful time. During our stay, we found out that you could swim in the pool for $20.00, which seemed like a great deal as the pool area is spectacular. I called to confirm this information on Friday, August 20, 2010. At no time did the representative explain that on Sundays from noon the pool area is for adults only. On Sunday, August 22, my son, a friend, and I headed down to Biloxi from Laurel, MS, about a 2 hour drive. We experienced car trouble at the time-the brakes on my son's vehicle began to fail. Fortunately, we were able to get to the hotel. We then had lunch at the Hard Rock Cafe, where we were treated very well. I explained our predicament to the security guard in the restaurant, and he told me that it was fine to leave the car in the parking garage until my husband could attend to it on Tuesday. (He was at the time in Austin, TX helping our older son move.) We then proceeded to the pool area, where we were told that we could not come in due to the fact that the kids were not 21. I explained that we had nowhere else to go. The pool staff were condescending, and were not at all concerned about the problem that we had (they appeared to find it amusing). We asked to speak to the pool manager, and he happily told us that no one under 21 was allowed into the pool for Detox. I then went to the check-in counter and asked for a manager. A delightful young woman named Jessica heard the problems that we were having, took money for the kids, and lead us down to the pool area. She was told that we couldn't go into the pool. I then asked for the manager of the property. Melissa Seryl came down accompanied by a large security guard (I am 4'11" tall). She just reiterated policy. I asked if we could be comped a room so that we would at least have somewhere to wait until our ride from Laurel came to pick us up. She informed me that she was not authorized to comp people. I told her that this was fine, but that I was going to be sure to let anyone who would listen about our experience. She informed me that this was my right (I was so glad to have her permission on this issue), but that if I said anything negative about the Hard Rock on the grounds that we would have to leave. We were refunded the $40.00. The kids and I went to the McDonald's across the street, where we were sure to tell everyone that come in for the next 2 hours about our predicament. The manager at the McDonald's recommended that I write about our experience to this medium Our ride finally arrived, and when I made it home I called the Hard Rock again to see if I could speak with another manager and to ask the name of Ms. Seryl. The receptionist asked me to describe her, and I said that she was an older lady ( I consider myself an older lady at 47) and that she had long hair and was heavyset. The receptionist told me that I was rude, but connected me to a Mr. Aust. He asked how he could make me happy, and I told him that an apology from the pool staff would have been nice. He apologized for the fact that we couldn't use the pool, but there was nothing to be done about it. I asked the name of the overall manager of the property and was told that it was Duncan Mackenzie.

The next morning I called to speak with Mr. Mackenzie but was told that he was pretty much unavailable all the time. I was allowed to speak with a Mr. Carl Burl. His tone of voice was less than enthusiastic. When I repeated my experience he apologized, but repeated that what happened was just policy. He asked what he could do to make me happy, but I told him that I thought that going back in time was impossible. I told him that even if they had just comped us an ice cream cone I would have come away feeling like somebody cared. I informed him about the McDonald's incident and that I had reported his staff's behavior to the Better Business Bureau. He then got agitated and informed me that since I was making it my business to "bash" the Hard Rock that there was nothing he could do for me (which I had surmised from the onset of the conversation). He told me that "he was sorry that I had that whole problem with my vehicle but that it wasn't the Hard Rock's responsibility to entertain us or treat us to ice cream just because we had a problem". (I guess that whole hospitality business issue is unimportant.) He also questioned my parenting skills by stating that the Hard Rock was a casino, that Detox was an adult party, and that to expose my kids to either lewd (his word) environment was questionable. I had been under the impression that the Hard Rock welcomed families, but I was really glad that Mr. Burl cleared that up for me. I myself want to be protected from the the lewd, uncaring environment of the Hard Rock Biloxi, and believe me I'm going to make sure that everyone I know and a few that I don't understand that the Hard Rock Casino is just in the business of taking money.

I contacted the corporate offices at the Hard Rock and spoke with a representative named Davonne Raizor. She was attentive, listened to my complaint, and stated that she would contact Mr. Mackenzie. I thanked her. I was called back by Mr. Burl and he stated that he had spoken with Mr. Mackenzie and due to my vulgarity and the lies that I had made against himself and his staff that there was nothing more he could do for me. He also stated that he had never said that the hotel or casino were lewd. When I stated that he had a recording of the conversation, he once again became agitated and got off the telephone as quickly as possible.

If I had never stayed at a Hard Rock Hotel, had never bought merchandise in the gift shop, or eaten in their cafe I could understand how the management would feel that I was just being a moocher; however, their computer records would have shown them that this was not the case at all.

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Very stressful and a big disappointment experience!

Out stay at the Hard Rock Hotel in Orlando was a huge disappointment. On our arrival on 7 October Saturday we were informed that the Hard Rock Hotel didn’t have any rooms available to honor our reservation. Our desk attendant was nice and wanted to be helpful but it was very difficult to understand him since he spoke very broken English. After the manager came out to help us with the problem, he saved the day by finding us a room with a garden view. Having paid in advance for a non-smoking with a pool view, I was rather upset to find my view was the back of a bush on the first floor and a room filled with cigarette odor. After returning to the hotel front desk, the manager gave us a $75 credit and moved us to a pool side non-smoking room the following day.

On 8 October we were moved into a nonsmoking room with a pool view on the 4th floor which matched our reservation and expectations. We were not particularly happy with the new paint odor but it was
certainly better than the smoke smell from the previous room. The next morning I asked the front
desk why they had a vacuum cleaner running throughout the night. The noise was as annoying as a person snoring. I was told that this was not a vacuum cleaner but a carpet drier and that the floor was
being renovated. Regardless, the hotel ran the machine throughout the night without regard for those
(if anyone else was on this floor other than us?) trying to sleep.

On the morning of the ninth, a crew of several Spanish speaking men arrived at 6:50 am probably to begin renovation work. We wouldn’t have known this except for their loud talk, shouts and laughs which carried on for several minutes.

I wouldn’t be going to the trouble to write this complaint had it not been for the grand finale at
checkout. After all, the manager had given us a credit and the other noises throughout the night were
an annoyance that we were able to ignore.

The desk attendant at checkout gave me a bill that defied common sense and was not even explainable by her. The bill listed many credits and charges. Only a few of the charges had a description such as The Kitchen (hotel restaurant). The other credits and charges were simply listed as Visa and the balance due was approximately $585.30 (on the first printout, more to follow). Having prepaid for the hotel this was very much more than what I expected and, as stated previously, had no description on the bill for what the charges were for. The desk attendant explained, with much confidence and enthusiasm, that this was probably just the rollup for the day of all of the charges I had and that the hotel accounting system just worked that way and, as much as she hated it too and many other customers had the same complaints, that’s the best she could do.

Still on the bill. When I asked her why there were so many credits on my account she explained that these were actually charges and the charges were actually credits. When I asked about the credit for $75 (reference para. 1 above) she explained that it was shown on the bill as a credit and that it really was a credit. At this point she printed out a second bill that separated the credits from the charges to try to clarify things. I won’t continue the play by play, but I kept my composure through 30 minutes of the hotel’s attempts to explain to me why credits are charges and charges are credits unless they are really credits and then they aren’t really charges. Throughout the conversation the desk attendant
provided six different printouts of my bill attempting to explain the charges. Each time, the balance due
was for a different amount: $585.39, $185.30, $0.00, $188.59, 47.03, and $556.42CR. Although I admire her persistence, after 30 minutes I gave up and asked the simple question, what amount will show up on my credit card bill? To this she replied, all of the charges and credits and after you balance them out it should come out to $185.30. The nightmare is sure to continue.

In summary, this is not at all what I expected from a Loews owned hotel. If it were not for having retained the copies of the six bill’s provided at checkout, I think it would be more believable to describe a UFO sighting. An American hotel should hire people to work the front desk who speak English well and use a billing system that doesn’t require an accounting degree in reverse gibberish to interpret. Our Hard Rock experience was very stressful and a big disappointment.

Sincerely,
Barry

  • No
    non78 Mar 11, 2010

    hard rock staff are sucks and thay look like thay didnt take a shower since a mounth, i was in interview should be at 10 am i call as proffisional and i informed that ill be around 10:30 - 11 am when i arrive no one welcomes me, the rock shop hiaring manager was very ruuuuuud she treat me like am a colleg wich he start his job and she start to punesh him and her way like she is the owner of the shop very aggrissive and non respectful her way was like got out from the store like am busy, i dont have time, in the end just to informed (( love all serve all is not avillable in the hard rock if thay have a person like her .

    0 Votes
  • Gd
    gDuhart Jul 11, 2013

    RE: Hard Rock Hotel stay -07/03/13 to 07/09/13
    These are the problems experienced during our stay at your hotel.
    07/03/13 – During check in the front desk associate was rude and condescending while explaining the room and amenities and said in these words, ”the refrigerator is not for your personal use.” If you touch it a sensor will go off and you will be charged for whatever is in the refrigerator”. He talked to us like we were stupid! Or maybe it was because we are African American. We were charge a $22.00 a day fee for things we were never going to use (we stayed here because it was part of as Jet Blue package) we do not gamble or go to Rock concerts). Plus $300.00 deposit for incidentals.
    07/03/13 – The room was very dark (poor lighting) and was overlooking the roof of the rest of the building below that had someone’s underwear lay of the roof and no view of anything. Bed was very sloppily made. It actually looked like the room had not been serviced at all. The air conditioning did nt work well. I need to mention that the temperature outside at the time was 111° There was no body wash in the bathroom either. Tired from the flight had to take a nap. Woke up sweating because it was so hot in the room. Tried to adjust the temperature which said it was on high at 65° but very little cold air was coming out of the vents.

    07/03/13 – While in the room right after we checked in housekeeping knocked and then just put the key in the door and walked in. She did not wait for response. I could have been unclothed. I felt unsafe there at this point.
    07/03/13 – Only four hangers in the closet (not enough for a week’s stay). Had to call front desk The housekeeping staff that showed up expected a tip and stood at the door to wait for it and we had to give him $20.00.

    07/03/13 – No shower cap in the bath room Had to go down to front desk to ask for one and the person there did not know what I was talking about and someone else there had to direct her as to what to do and where they were behind the desk. She tried to get me to go back to my room to have someone bring it to me because she said there were none at the desk. I insisted that I should get it from the desk because I was not going to pay another tip for a shower cap to be delivered. Then someone else behind the desk said they can have it brought to the front desk. I agreed and said I would come back in a few to pick it up. When I came back for it the woman I was talking to was not there so I had to ask again and the this person walked right over to the same draw behind the counter and took out a shower cap and handed it to me.
    07/04/13 – Left $20.00 tip for housekeeping for cleaning of the room Not enough towels and wash clothes in the room for two people for a day. I had to call down to front desk again for more towels.

    07/05/13 – We left our room at around 3:00pm and the housekeeping staff (an Asian gentleman) was cleaning the room 2 doors down from just before our room and He did see us leave and we said to him we were out of the room now and he said ok. When we returned at around 11:30 or 12am the room had not been cleaned/serviced at all and we had to call for front desk for towels and wash clothes again. They did not bring up any washcloths just towels.

    07/07/13- A call was made to my husband’s cell phone at 9:18pm, but they did not leave a message. We did not see the call until later that evening and did not recognize the number. We returned to the hotel around 11: 30pm and called the number and it was the hotel and at first they did not know why they called and transfer my husband to the front desk and the front desk then transferred him to a manager. The manager explained that we had to move to another room (in the middle of the night) because they had to do some construction and would be making noise with drills. (Question: they did not know this until 9:30pm?). So, I had to repack all our belongings and in the middle of packing our belongs not even 10 or 15 minutes after we were told we had to move housekeeping knock on the door (at around 11:45pm) and AGAIN did not wait for a response and came right in to the room. They did not even allow enough time for us to leave the room or for my husband to return front desk with the new room keys. The front desk did not even offer to help us move our things to the new room which by the way was all the way on the other side of the hotel moving us from the Casino tower to the HRH tower. The front desk was again not being very accommodating but the manager told them to upgrade us a suite. We carried it all through the casino clothes on hangers and four suitcases to suite 10414. The front entrance too dark where the closets were (very hard to see your clothing even with the lighting provided). Rain Shower Head did not work. We had to use the handheld shower head. At this point we were too tired to call the front desk again. This was another unacceptable event!!!

    07/09/13- Feeling that this stay was the totally unacceptable and we had been inconvenienced in ways that no hotel patron/customer should have experienced my husband spoke to the concierge desk during check out and explained in part some of our challenges during our stay at the Hard Rock Hotel and all she offered us was $44.00 which was an insult after all we had been through. She went on to say the if we want to request anything more we needs to go back over to the other side of the hotel and to the front desk and speak to a manager there. We did and the front desk at first did not want us to speak to a manager and again was very rude and smug and condescending. Then she spoke to another woman at the front desk who came over to us and at first was cutting me off and would not listen to what we were trying to explain to her about our problems with our stay. She then said to us (after I had to ask her to stop cutting me off and listen) I heard you but all I came offer you is another $54.56 of fees credited to your card. So for all we went through we were only offered $98.56 for 6 days of poor service and accommodations.
    Then after all that the money is still not back in our account! We feel we should get a full refund of all charges and fee for our troubles.

    0 Votes

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