ComplaintsforHard Rock International (USA), Inc.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I booked a room block with my travel agent with *************** for January 11 - 18, 2023. The contract was done and my deposit was paid in November 2021. I was contacted by Hard Rock today and was informed that they did a "buyout" and can no longer offer the dates for my room block. They want me to change my contracted dates to convenience them.I am getting married on January 13, 2023 at a venue near the hotel. I cannot change the dates. My wedding venue is booked, not to mention several guests have booked their rooms and flights. I have non refundable deposits down on my venue and vendors. My guests and I will lose thousands of dollars. Not to mention the emotional stress I am under due to their negligence. We have a contract in place, they need to honor our contract. They are ruining my wedding!!!!

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had serious concerns during our stay at the Hard Rock ****** from 5/26-6/1. After speaking with 3 different levels of staff during our trip, and escalated customer service thereafter, I have not been offered an appropriate resolution. All the issues we had wont fit here but to name a few- shower was flooding, outlets didnt work, and no hot water for 2 days of our stay. There were also other guests checked into our room after us- a major security issue! The only bar in the resort smelled of vomit, and rowdy guests were not managed- jumping, cocaine bags flying out of their pockets, and smashing glasses- which cut our feet and caused bleeding. This bar was also closed during the rain and there was loud (and smelly!) construction at the bar. When it would stop raining, the swim up bars remained closed. The food at the restaurants was always wrong, below average, we had major service issues. We were also sold a deal to a pool party at the hotel that was a scam- the hotel pocketed $550 of that charge. Our room service was terrible on Monday- cold and completely wrong and they were unwilling to fix it. Housekeeping rarely came and we were told it was because they had to clean up the rain outside. These concerns were reported in the moment but I wasted an entire vacation day attempting to speak with 3 levels of managment ******* ******* and Meda) During my talk with Meda, I discovered that we were charged $34 for a transfer that was supposed to be included. He said he couldnt do anything for that, but later was able toand had me sign a Transportation Agreement Form However, the form I was given was a Release of All Claims. This is extremely deceitful, unethical and was presented to me under false pretenses. We did not receive what we paid for. Meda offered free massages for our party of 10 which is equivalent to roughly $2850. However, this was the night before we were leaving, so we were unable to accept. I would like this in the form of a refund. Thanks

  Business response

  07/21/2022

  Hello--

   

  Thank you for bringing this to our attention.

  The property has contacted the guest to discuss compensation.  The guest is not satisfied with the compensation offered.

  We have now escalated this issue to our ******************** Team for resolution.

  Thank you

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

  Guest Services Manager

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

  Customer response

  07/21/2022

   
  Complaint: 17530503
  
  I am rejecting this response because:
  I was not offered reasonable compensation- I was offered a one night stay at a resort that failed me, so I have no interest in going back. It would also require additional funds for me to even accept this- paying for a flight, and additional nights as it wouldnt be practical to fly to ****** for a single night.  So this simply isnt even an actual offer. I am requesting at least one night of my stay refunded. 
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning,My significant other and I ordered food at the *************, ** location. We waited a long time for them to bring our food to someone else than pick it up off the table because the couple noticed after 5 seconds of the food sitting there that this meal was not what they ordered. They said "wait this is not what we ordered" The waiter took it back in to see who it went to. We decided that we didn't want it since it went to someone else and sat on their table. He should have threw the food out but common sense isn't so common. We wait 45 minutes for a mess regarding service. We left because we were upset about the experience at this location, etc.

  Business response

  10/06/2022

  Hello--

  This guest reached out to our Team directly as well.  We forwarded their feedback to the Hard Rock Cafe in *************.  The General Manager of the Cafe emailed the guest two times and the guest didn't reply until a few weeks later.  The ** then scheduled a call with the guest and they resolved the issue.  Guest was invited back for a comp meal.

*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. ↩