Hotel was brilliant
Staff super helpful and friendly
Club level room food and drinks exceptional
Will definitely be staying again and will highly recommend to all my family and friends!!!
4 night getaway.
Sep 29, 2023
Great experience. We booked a club room and really liked the ability to have water, soda, coffee, snacks, light breakfast etc without having to pay. I know we paid for it in our package price, but I got a good deal so it worked out. Overall hotel service was great. Staff was very pleasant. Room attendant was fantastic. Room was kept very clean. Room layout was good. Hotel is showing some signs of age (ie carpets) but that's not a big deal for us. Definitely would recommend to others.
Unhelpful customer service.
(Derbyshire, United Kingdom)
Sep 29, 2023
This is a review of bookings made through Booking.Com and the follow-up service by Hard Rock Hotel more than a review of the hotel in of itself.
We made a booking for a stay in August 2024, on the 1st of May 2023.
We had reason to cancel this stay on 21st of August 2023.
Bearing in mind that between 1st May and 21st August the hotel had already taken £477 as a deposit (first night’s stay).
It then took until the 28th September, some 5+ weeks after the cancellation for Hard Rock to wire the deposit money back to me. The initial issue preventing reimbursement was, to be fair, not their fault (my card number had been updated since the booking and at their end proving difficult for them to refund back to), however what is their responsibly was what I would describe as the complete and utter lack of any proactivity or ownership to resolve the issue. No-one contacted me to say there was an issue, no-one even tried to instigate the refund until after the time had passed for me to receive it and I started chasing. And then to get the refund to be actually implemented it took no less than 15+ chasing emails where the responses were a blend of unhelpful, inaccurate and dismissive. I am 100% certain that had I not had have made it my mission to pressure them to sort this out for me, I would still not have received this money, Additionally, none of my overarching concerns were addressed in any correspondence.
Booking.com were also useless; all portals on the app asking you to contact the hotel direct to resolve any booking issues,, but then the gateway to do so on the app never worked.
We have stayed at the HRH many times over the years, and it is a lovely hotel for the most part (albeit extremely expensive for what it is), but this kind of dismissive, apathetic shoddy behaviour concerning other people’s money isn’t appropriate and will genuinely make us think about taking our custom elsewhere in future.
Hard rock Orlando
Sep 28, 2023
We have stayed in hard rock before and had a great stay, however this last trip was one of the worst. The best thing about this hotel is the location and you can’t beat that. But for $400 per night when we checked in the phone didn’t work, there was a stain on the bed sheet and the room was just not worth the price. Also if looking to stay here request a room not on floor 1 near the pool as we were woken up by the pool music.
Amazing Halloween Horror Night!
(West Lawn, Pennsylvania)
Sep 27, 2023
We booked our vacation at the Hard Rock so we could go to Halloween Horror Night. The hotel answered all of our questions with respect to the best and easiest way to go to the HHN event. We had a great time and look forward to going again next year.