I have stayed at the Hard Rock before, and loved it, so I was very upset when our most recent trip to celebrate our 10 year anniversary wasn't what we expected. When I booked our two nights, I booked one night in a regular room and one night in a suite (our anniversary night).
The first night was pleasant, and when I asked about check in for the next night, I was told I could come check in early as no one was staying in our suite, so it should be ready to go.
We went down to check in around 11:30 AM and were told that the room wasn't ready. We found it odd but really didn't care since we had appointments at the spa for 12 (which we will talk about shortly). After our spa appointments we checked in again around 2 PM, still not ready, so we went off again. We came back at 5:30, still not ready. We received a call around 6:45 saying our room was finally ready.
We got to the room, and I could tell it was not the room that had been originally intended for us---the woman who booked the room for me ensured us she would book a suite on a very high floor to get great views. We were only on the 6th floor, and had views of the concrete roof top. What a waste of a rap around view.
So here's the thing. Why should anyone book an expensive suite if it's not going to ready. I believe they gave my suite away, and then had to rush to get another one ready. Which might I add, while the toiletries, and linens were refreshed, nothing had actually been cleaned. The floor by the toilet had urine droplets all around it, and there was hair around the tub and sinks. Definitely a rush job. I can't lie about this, I was really disappointed.
On to the spa. Upon arrival, the girl at the desk was rude right off the bat. No welcome to the spa on anything, just "fill out these forms" then "the cost is X amount." I have never been to a spa where they get you to pay in the beginning. It's odd because it puts a person on the spot asking them to tip before their service. She swiped the card, and it didn't work. Instead of entering in the number, she kept asking for another card, until we finally asked her if she could just enter the numbers, which she said she could (which much annoyance in her voice), and did, and it worked fine. It's a rude practice to not check all outlets before accusing someone of their card not working, especially in front of other people. Then she rolled our eyes when I said we'll pay for the tip after in cash. While the spa experience was nice, she definitely didn't set a good vibe for the place. Well come to find out, they overcharged us. They charged us 20% tip each, even though we tipped in cash. When we called and asked about this, they say it will come off in a few days. I'm not sure about this. Their paperwork says this:
All gratuities are given at guests discretion based on the services rendered. Customary
gratuity for services range from 15% - 20% and are very appreciated by staff.
Then why are they charging it in advance if it's optional??
I'm not sure what to say, I'm rather appalled by this experience. I really like the Hard Rock and I had raved about it before, but this last experience really ruined my thoughts on the hotel.
Make sure your room is on the 10th floor or higher if you really want a view.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.