ComplaintsforHard Rock International (USA), Inc.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 1, 2023 I fueled my vehicle up at ******** ***************************. My tank was near empty before I fueled up. A few days later while driving my dash indicated fuel filter 0% and lost all power. Was able to have a friend tow me home which was about 3 miles. I was not able to find the issue, so had it towed to a shop. The shop told me it was a fuel issue. A lot happen in between with issuance for a few months, but they did not cover the repair that cost $17K and destroyed my entire fuel system. Issuance and shop suggested having an addition fuel sample for particle count. That sample failed the *** rating for particles in the fuel. My fuel had 10 times the standard of particles which causes extreme wear on your engine and had so much particles my fuel filter became clogged. I would like to get refunded for this repair. I have tried seeking an attorney for help but that has not me anywhere. I am now looking into small claims if we are not able to resolve outside of the court system.

  Business response

  11/06/2024

  We have forwarded this complaint to our Team in ***********  They will respond directly to the guest.  Thank you

  Customer response

  11/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am submitting a formal complaint against Hard Rock International for their complete failure to address a serious issue regarding our wedding. Despite being assured during a call with their wedding department on August 19, 2024, that we would receive a $960 refund for services not provided, no action has been taken. Additionally, while we requested 4 nights at another **************** to further compensate for the disastrous experience, the customer care team has failed to address this. They continue to stonewall us, despite clear communication that the refund is not a goodwill gesture but something we are rightfully owed. I have repeatedly asked to be included in email updates and have received no communication. The continued delays, lack of transparency, and poor customer service have caused us significant frustration and financial stress. We are requesting the BBB's intervention to ensure Hard Rock International/********** honors their commitments and resolves this matter immediately.

  Business response

  10/18/2024

  This complaint was sent out to all of our All Inclusive Properties as the guest did not indicate which property their wedding was held.  Waiting on their response

   

   

  Business response

  10/18/2024

  This was resolved on Oct 15th

  Customer response

  10/22/2024

   
  Complaint: 22287701
  
  I am rejecting this response because: the situation was not handled in a manner that met our standards or expectations. Specifically, the individuals assigned to address the matter demonstrated a lack of competence in managing the situation effectively.

  
  Moreover, communication throughout this process was inconsistent and unclear, leading to unnecessary confusion. There was a significant amount of back-and-forth that could have been avoided with more decisive and coordinated efforts.
  
  
  Additionally, it became evident that there was a lack of understanding regarding legal obligations, particularly concerning the proper handling of breach of contract matters. This lack of legal knowledge further complicated the resolution process and caused delays that could have been prevented.
  
  
  We expect professionalism, efficiency, and legal awareness when addressing such issues, and it is regrettable that these were not reflected in this instance. We hope to see improvements in communication, problem-solving, and legal understanding moving forward to prevent similar situations from arising.
  
  We look forward to resolving this matter promptly and maintaining a more constructive and streamlined dialogue in the future.
  
  Sincerely,
  
  ******* *******

  Business response

  11/06/2024

  We have forwarded this directly to the property so the local team can issue compensation.  They will reach out to him directly.

  Customer response

  11/06/2024

   
  Complaint: 22287701
  
  I am rejecting this response because: nobody has reached out directly to me, or even care to deal with hard rock punta Cana. I am more comfortable getting communications thru bbb or a different mediator. 
  
  Sincerely,
  
  ******* *******

  Business response

  11/08/2024

  This issue was resolved on October 15th, we've already responded that one time.  Mrs. ******* received a refund and a certificate from the hotel.  Both **** and ******* ******* signed the release on September 26, 2024.  The refund when through on October 15th.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  From: ******* ******* I am disputing with Hard Rock Riviera Maya as in there Explanation they actually agreed with my dispute although in there statement It says they do not accept it, I am definitely missing the issue here they admitted What I stated, I had a reservation from 30 JUN 2024 until 5 JUL 2024 but only Stayed from 30 JUN 2024 until 4 JUL 2024 because the ********** and ****************** ordered tourist to leave because of a life threatening ************ billing statement and reservation showing the rate was only $645.30 nightly.30 JUN $645.30 1 JUL $645.30 2 JUL $645.30 3 Jul $645.30 Total $2581.20 I was charged on 13 JUN $645.30 21 JUN $2581.21 Total $3226.50 Therefore 4 nights at $645.30 is $2581.20 , I am owed a refund of $645.30 ********* agreed I only stayed 4 nights, this is no longer in dispute they admitted To this fact therefore I am owed $645.30 End of story.******* *******

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It began at check in when we were approached by a legends vacation club salesman who portrayed himself as a concierge for the hotel. We were harassed for two days by the salespeople of this "timeshare" and when my husband and I finally gave in and agreed to listen to them, even after we repeatedly told them we had no interest in this and under no circumstances would sign anything, they essentially held us hostage for 2 hours. We continuously told them we needed to get back to our children but they kept moving us room to room sending in a more aggressive salesperson each time, until finally they berated us when we refused to sign and ******* told us to leave. Another incident that occurred was the glass light in between the beds fell off and broke because it was not fastened properly, and cut my foot in several places (which I have photos of). Even after calling the front desk, the light was never fixed and a bare light bulb was left hanging by a wire. The rooms were filthy, with mold in the showers (also documented with photos). No fresh towels were given each day. I had to call to the front desk and wait for them to be brought, if they were brought at all. The elevators were broken several times and my mother who uses a scooter was not able to use the stairs. The hallways were flooded and entryways were blocked with soaking towels. Other guests had to help move the towels so my mother could get through (documented with photos). I think these are very concerning safety hazards. The stairs were flooded and my daughter and I slipped using them. And the final straw was my daughter ended up with salmonella poisoning the night before we left. We did not leave the resort so it was absolutely something that was served to her there. It was so severe she ended up in the ** when we arrived home. All in all, this trip was a disaster. I would not recommend to anyone and I would like some compensation. This trip was expensive and as far as I'm concerned was terrible.

  Business response

  07/26/2024

  The property as well as the Insurance Adjuster, has reached out to the guest several times asking for specific information, which the guest has not provided.  We cannot get to resolution without the require information.

  Customer response

  07/29/2024

   
  Complaint: 21953093
  I have not received any communication at all from this business!! I told them that several times! I have checked my spam folder as well! I don't know where they are sending it but I have not received it. I want resolution. If I were receiving correspondence why would I continuously reach out saying I haven't! 

  This is my email: ************************

  This is my cell #: ************

  Please contact me as I would like a refund

  
  Sincerely,
  
  ************************************* ******

   

   

  Customer response

  09/03/2024

  The company offered me 2 free nights at their resort. Due to many circumstances my family and I can not and will not be Traveling anytime in the near future. I would like instead a refund. They are unwilling to get back to me about this

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a terrible experience at the hotel during our family trip from 5.31 (Fri) to 6.04 (Tue).My son got food poisoning after eating hotel food, and his condition deteriorated rapidly. He started experiencing diarrhea, vomiting, chills, and fever on Saturday.Requested basic medicine (Pepto-Bismol) but the staff was unhelpful. The front desk offered no on-site remedies, concierge only filed a report. I wasted time finding meds. I contacted customer care several times throughout our stay, detailing the incident. However, no action was taken until after our check-out. This experience fell far short of the 5-star standards we expect from ***************** Our family vacation was a complete disaster, and it was extremely frustrating! Due to the food poisoning incident, the hotel's inadequate response, and the overall negative impact on our vacation, we request a full refund of our hotel costs.We look forward to your prompt and sincere resolution to this matter.

  Business response

  08/07/2024

  Hello . . . 

  We have forwarded this to HRHC ********** . . . they will reach out directly to the guest.

  Thank you

  Customer response

  08/13/2024

   
  Complaint: 21934093
  
  I am rejecting this response because: I demanded a refund for the hotel expenses due to food poisoning that ruined our family trip, but they only offered a room upgrade.
  
  Sincerely,
  
  *****************

  Customer response

  08/17/2024

  Dear ******,

  I had an email yesterday from hard rock hotel.  As you can see in the attached email, they are now trying to deny responsibility. 

  When we experienced the food poisoning issue at the hotel, they initially promised to address the situation, but no action was taken.

  I spoke with multiple individuals regarding the problem, but there was no follow-up or resolution.  Now, they claim to be unable to locate my report and refusing to issue a refund.

  It's astonishing that a 5-star hotel would respond to customers in this manner.

   

  
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business has an unsubscribe button on their marketing emails but no matter how many times you click unsubscribe, they keep sending you new marketing emails.It clogs up my device and my inbox and is a burdon to deal with.

  Business response

  07/10/2024

  We cannot find the guest on our main database.  I have reach out to our *************** to search and remove the email as that must be what is generating the correspondence.

   

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The *********************** for Hard Rock played bait-and-switch with us. When they tried to sell us the package, they promised 2 bedroom suite. But when we book our vacation, they said that our pacakge is only one-bedroom suite. We have contacted them many times without resolution. When we asked to cancel the contract and refund what we paid, they do not respond us any more.

  Business response

  02/27/2024

  We will be happy to look into the issue.  Can you please provide which location this is for?  Please advise.  Thank you

  Customer response

  02/27/2024

  The business asks about the location. Here is more detail:
  
  It was at Hard Rock at ************ right before the Christmas of 2022. The representative working with us was *************************. We were told and confirmed an ****************. But now we are told we only have deluxe suite.  

  Thank you.

  ***************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I deposited 200$ into online betting for the super bowl and tried to bet and they suspended my account, I've been one chat with them they won't give my money back going on 3 weeks. I've been on line for well over a hour or two trying to resolve this. They responded 240am said it was urgent and I was up until the next night still waiting for my money . My birthday is 06/16/35 I don't drive

  Business response

  02/22/2024

  Information has been forwarded to Hard Rock Sports Bet so they will contact the guest directly.  Thank you

   

  Customer response

  02/22/2024

  Phone **********

  Address *****************************

  **************** 33956

  Customer response

  02/22/2024

   
  Complaint: 21325627
  
  I am rejecting this response because: nothing is resolved 
  
  Sincerely,
  
  *************************

  Customer response

  02/28/2024

  Hard rock has reached out. They still won't release my money, I've made several attempts to no avail. They informed me that the money is ready to withdraw, but it's pending or failed..

  Thanks for your help

  Signed, Frustrated 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/28/24 I visited with my father at a complimentary hotel room at hard rock in ********** fire mountain. As I entered the lobby I was stopped by security who asked for my id I gave it to him he told me I was not allowed on the property because I had used my dads players card. My dad gave me permission to use it however I was not gambling i was in the hotel. I was confused and the security guy named *** stated my dad needed to speak to them I called my father who said they asked him to write a letter stating it was ok for me to use his players card and he did. My dad spends 100k at this casino every 6 months. He has money on his card he allows me to use to purchase food. The security guy let me go and that was that. 2/1/2024 a VERY very young 18 year old girl approached me after I was done gambling said I needed to leave I was so confused. They again stated I was using my dads free play. At that moment I was ****** they were acting as if I was stealing! I told them I hadnt used any members card and they stated I know but you have in the past and you are not allowed here. I told them I had permission to use my dads card and that was one time. They stated if I didnt leave I was going to be arrested. Your team is a joke! You guys treat people like criminals! I will be reporting this to the casino authority

  Business response

  02/02/2024

  Feedback was sent to HRHC **********.  They will respond to the guest directly.

  Customer response

  02/06/2024

   
  Complaint: 21236421
  
  I am rejecting this response because:
  They never reached out, I posted about the issue on social media Im getting a lot of attention from this matter. You have done nothing to resolve the issue.
  Sincerely,
  
  *****************************

  Business response

  02/17/2024

  We have asked the property to reach out to the guest directly.

  Thank you

• Initial Complaint

  09/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked a reservation Confirmation: ****** Transaction ID: ******** Guest Name: ******************************* Arrival Date: 5/21/2023 Departure Date: 5/27/2023 For 6 nights 2 adults 2 children in a Deluxe Gold-Double Bed room. When I booked the room in March 2023 the room was $4,193.48 which I paid in full. In May the room went cheaper and I was able to rebook my room on 5/9/23 for $3884.40 same confirmation and transaction ID. When I checked in on 05/21/23 I asked the clerk at the front desk about the credit on my account. The clerk verified I had a credit of $309.08 on my account. I asked about a refund to my credit card and she stated that the funds would be returned to my credit card at checkout. When I checked out on 5/27/23 I inquired about the refund again. The front desk clerk had me sign a credit slip releasing the funds back to my credit card. The slip I signed ended up being a 0.1 charge to my credit card not a refund. I have been disputing this charge with my credit card company since June. All I am asking for is a refund of the $309.08.

  Business response

  09/21/2023

  We are reaching out to **************** on the guest's behalf and will update as soon as we hear back.  Should be within 48 hours.

  Thank you

  Customer response

  09/26/2023

   
  Complaint: 20628658
  
  I am rejecting this response because: I'm still pending a repsonse 5 days later
  
  Sincerely,
  
  *******************************

  Business response

  10/11/2023

  The property has the refund in progress for this guest.  It will take several business days as it's an international transfer of funds.  Please close this case.

  Customer response

  10/19/2023

   
  Better Business Bureau:
  While I had to pay a $7 international transfer fee out of my refund because they wouldn't just return the credit back to my credit card. I did get $302 of the $309 they owed me. 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩