First time at a Hard Rock and I'm disappointed.
Posted Nov 6, 2016
At check in was asked for £150 deposit fair enough but Hard Rock actually charge you then after check out its repaid 2 weeks later ! I feel this is a scam practice as they will always have two deposits on the room, check in guest and outgoing, I stayed six nights and moved, found better hotel less per night, they held deposit against my card didn't take it like Hard Rock. Apart from that the tv in room constantly flickers so hard to sleep at night, cannot turn off as hard wired into wall, room is bright at night, huge gap under door let's in light. Only two free bottles of water every day, my new hotel gives 4, I think Hard Rock need to refurb tired rooms. On the plus side pool is lovely, big and new, staff friendly. When I questioned about the deposit they blamed the banks ha ha, I'm going to get this looked into as it's an unfair practice, my business with Hard Rock is over so why keep mine and other guests money ? Doing this over the whole group adds up too a lot of money. In my personal opinion you can get lots of better deals in Pattaya for less money and better rooms and overall better hotel. Im fair and will say that it's good for kids as the staff always have poolside games going on, they could also invest in upgrade of gym, one crosstrainer is poor. Overall Hard Rock didn't cut it for me, the one reason I won't go back is because of the deposit issue, I checked out my room was checked and it was in same condition as check in, but yet they wish to hold my money !
Comment from Hotel Management
Nov 11, 2016 by Jorge C Smith, Hotel Management
Thank you for your recent stay and feedback, and we have replied directly to your email separately. Please note that the credit card verification process, and cancellation of pre-authorizations of your credit card is beyond our control, and is controlled by the card handling bank in Thailand and your own card issuing bank at home. This applies to all hotels and all banks in Thailand. It could take 2-4 weeks’ time, but ultimately, it depends on your issuing bank.
This aside, I have taken note of your other comments and will address them one by one; the light coming through the door, the number of complimentary bottles of water, and maintenance of your room. Generally, our feedback is very much positive but we will address faults and the different issues if and when we fail to meet expectation.
Thank you once again for your comments, and please feel free to contact us directly should you require any further assistance.
Jorge C Smith