Chris Kinsey

Review of Hard Rock Hotel

**update 11/19 - now I'm in a 45 day long email an...

**update 11/19 - now I'm in a 45 day long email and phone call merry-go-round with HRCS just to get the rewards points for our stay. HRCS claims they're submitting requests to management for verification but not getting any answers. In the meantime I've also submitted verification requests, bookings, receipts, everything requested and still keep getting the same canned responses and lack of follow thru which equate to stll no points 10 weeks later which I wanted to use toward other purchases. I'm told there's nothing they can do about it, which I thought was customer service cardinal sin #1. I really hate that I'm sounding typical American consumer here but come on. Not looking for anything other than what I was supposed to receive with my qualifying stays and purchases and getting no help. Disappointing considering our past fantastic experiences with HR in general**

Currently staying here. I have to say for the most part its a great hotel and location and almost lives up to our other Hard Rock experiences around the world. However, this location still has a ways to go to meet the brand. There is a lot of confusion in the check in / out process and they're clearly not communicating between shifts. We had an original booking and then extended one day, all pre-paid a couple months ago and confirmed in several emails with Deric. We spoke about it with the desk at check in. Confirmed, No problem. Checked again this morning before heading out for the day. Confirmed, No problem. Came back this afternoon, locked out. Back down to front desk, third degree, more check in processing, ID, payment confirm, then basically clerk was done with us and no courtesy follow up questions, apologies for inconvenience, etc. Wasn't looking for anything other than a seamless extension as we expected and put reasonable effort in to ensure a few times.

First morning the shower failed to drain and would have overflowed the bathroom floor if we hadn't cut it short and caught with a towel. That was addressed quickly enough after notifying front desk.
The ice machine on 8 has not worked yet. Not a big deal, we just keep going to 7 where it works fine.
Housekeeping is adequate but still below other Hard Rock locations.
Breakfast is more than abundant, I mean a serously large spread, although the quality could be better. Both the scrambled eggs and coffee are lacking.
Again, yes its a Hard Rock and better than other hotels in the area. However, it does not meet the brand expectations yet though they appear to be trying.