Booked 2 rooms at Hard Rock Hotel on 27 Jun. We arrived at 4 plus in the afternoon n was told only one room is ready. I can't believe how one of the room was not ready since check-in time was 3pm. Anyway, we checked in one room n all of us waited for the other room as we were told it would be ready in 15 mins time. We waited for 30 mins n had to call front desk to check on the status. Subsequently, we were told the room was finally ready n someone from front desk would pass us the key cards at our room. When we received the key cards, I was surprised the breakfast vouchers n other vouchers were not included as these were part of the package we booked. I had to ask the staff n was given a blank look. In the end, I called the front desk again to ask them for it.
All in all, I find the front desk staff unprofessional and should do it right the first time given Hard Rock reputation. No service recovery n a complete disappointment given this is a repeated stay at Hard Rock. I would consider twice in the future.