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| - My husband and I just returned home from a four night stay at the Hard Rock Hotel, and I couldn't sit down to write this review fast enough.
We have stayed here nearly every summer for eight years, and have been satisfied with our experiences thus far. It has always been very simple - no special treatment really, but not drama either -- Until now. From the get go, we were told that we would be called once our room was available, as we preregistered at 10am. No biggie. We just killed time by walking around and stopping for a drink at Culinary Dropout. By the time 1pm rolled around, I figured I should check on the room to see if it was ready. When I asked about the room, the lady at the front desk said that it had been ready for a while. I realized that they were busy (it was a Saturday after all), so I wasn't going to make a stink about the no call.
We got a room in the Casino Tower with a view of the pool - clean and simple - which we were completely okay with.
The next day, four of my family members came into town. I had recommended the Hard Rock Hotel to them, which I was kind of nervous about, because they usually stay in the higher end hotels. We all booked rooms in the Casino Tower several months ahead of time, and ended up in three different towers. My sister was given a room in the Paradise Tower, which she was not happy with, and my brother and his wife were upgraded to a suite in the HRH Tower, which they loved.
By the time Monday rolled around, I had booked a pool villa suite in addition to all of our rooms just for Monday night, so that we could enjoy the pool and party in the suite for the day. I preregistered for the suite Monday around 10am, knowing that it may take a while for the room to actually be ready. Again, no biggie. The suite that I wanted (Gorilla Suite) was not available for the night, so I chose the Tree Bark Suite. I walked around to pool, only to find out that we would not have access to the pool from our patio, as the Breathe Pool was closed, and we would have to walk through the hallway to get to the main pool. The whole reason I booked the suite was to walk right out of the patio area and have access to the pool - hence POOL VILLA - and when I booked it directly through the Hard Rock reservations, I was told multiple times that we would have an OPEN pool directly outside our patio gate!! I went to the front desk to express my concerns, and the lady (I'm sorry I didn't get names... ugh) told me that she would have security unlock our patio gate and we would have access to the Breathe pool. Sweet! I thought.....Right on track. Until I spoke with the security guy, Pilot, who ended up being the most friendly and helpful person at the Hard Rock. He told me that the Breathe Pool does not open on the weekdays, and we would not be able to use it, as they did not have a lifeguard on duty. ((This was not communicated to me in any way shape or form by the front desk staff)). He apologized profusely on the behalf of the whole hotel and made it a point to try to make me feel better about the situation. What a guy! I again, walked to the front desk where I spoke with another young woman. I began explaining my situation and tried to do what everyone else does when they are unhappy with the hotel.... Get something comped.... in this case.... Maybe a cabana? WRONG! As soon as I opened up my mouth the woman got stone cold and her eyes glazed over. I knew there was nothing I could do or say at that point. Not even hand her some cash. She was on the dark side. At that point, we were all pretty much over the idea of a POOL VILLA, so I asked her to cancel the reservation with no penalty, which she did. I did not once hear an apology from the front desk staff; not even the manager.
There is a huge communication gap that Hard Rock Hotel should address, and the customer service is hardly up to par. I appreciate that they did not penalize me for cancelling the day of, but IMO, that should have been expected.
Here is where I wanted to pull my hair out. My brother in law went to the front desk ten minutes later and explained our story. He demanded for a comp cabana.....AND GOT IT! AND also got an apology out of them. What??? I was glad, but really... How ridiculous! Couldn't they have saved everyone the headache when I ASKED for it? I guess you have to act like an A-HOLE to feel like you are a "guest" at the Hard Rock. Sorry, I don't work that way. I will take my polite and friendly attitude somewhere else next time. To sum it all up.... We ended up having a great time at the cabana, but I only have my brother in law to thank for that. I would have given Hard Rock one star for such poor customer service and lack of respect for their guests, but the second star is only because of Pilot (I give HIM five stars). Hard Rock.....if you hire more people like Pilot, I may consider coming back. But not anytime soon. Sorry!
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