Worst service in any Hard Rock worldwide
Posted Oct 21, 2016
These people have no idea what it means to hold a Hardback Hotel franchise. If you have an issue, asking for a supervisor is like them calling a school principal on you back in high-school. They will come not to help but to lecture you because you don't matter to these people. Expedia gold member called them as well on my behalf and they were so unreasonable that they lecture Expedia too. These people have the most stupid rules to charge you huge hidden fees, and turn even their complementary services into an added insult to injury. Specificall,y you pay for double occupancy, but if any of you arrive first they will charge you basically a whole extra room lion charge of USD$150.00 to check the second person in. Even if you talk to them about it and they tell you it will be OK to register your companion later, they will back on their word and try to assess this absurd overcharge. They don't care you are staying in the most expensive suites and spend $500.00 plus in a dinner like I did, they have no idea what a Vip customer is, they are hungry to rip any customer off. Adding insult to injury, lacking any concept of elegance they give you. $20.00 voucher for drinks with a fine print made to embarrass you that is "not redeemable on the day of check-out" because obviously you don't matter any more on the checkout day as you will surely never come back because of their terrible customer service.
Comment from Hotel Management
Oct 25, 2016 by Guest Services, Hotel Management
Dear Rock Star, we would love first and foremost thank you for choosing our property for your recent trip. We take pride in delivering experiences that rock and we are deeply saddened that it was not like this with you nonetheless please be advised that we explain upon check in that for security reasons guests and visitors should be registered upon check in. We hope we have a second opportunity to gain back your trust through our famous rocking service....