We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“The front desk service was a big let down.” 2 of 5 stars
Review of Hard Rock Hotel

Best prices for your stay
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Show Prices
Compare best prices from top travel sites
and 5 more sites!
Save Saved
You added Hard Rock Hotel to your Saves list
Hard Rock Hotel
4.0 of 5 Hotel   |   City of Dreams, Estrada do Istmo, Cotai, Macau, China   |  
Hotel amenities
Ranked #14 of 84 Hotels in Macau
1 review
“The front desk service was a big let down.”
2 of 5 stars Reviewed June 29, 2013 via mobile

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.

  • Stayed June 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMacau, Manager at Hard Rock Hotel, responded to this review, July 14, 2013
Thank you so much for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations. Our ultimate goal is to ensure that each and every guest that chooses to stay or visit the Hard Rock Hotel has a memorable time.

It is definitely discouraging to know that your experience was not pleasant as we were unable to meet the basic requirement of service. Please accept my apologies that we were not able to deliver the experience you were hoping for.

We take all our guests' feedback seriously and will use it to better improve ourselves. We hope your experience with us before will not hinder you from returning to us and give us a second chance.

We look forward to welcome you back to Hard Rock Hotel Macau.


Take Time to be Kind
Connie Kaw
Hotel Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

505 reviews from our community

Traveler rating
    245
    174
    55
    18
    13
See reviews for
126
155
32
30
Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (97)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • English first
  • French first
  • German first
  • Indonesian first
  • Japanese first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Thai first
  • Any
English first
Hong Kong, China
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed June 28, 2013

I booked the Taboo Hotel Package and the check-in day is my birthday. The Contact Centre sent an email to me so i can opt for an express check-in and soon they replied and found out i was 1 year older at the day i check-in the hotel. The hotel then arranged the room of the highest floor and also gave a birthday cake as a gift. My Friend and I were touched and everything there is very smooth.

in a co-incident the singer in the taboo show since i was old enough so she pull me out and sing in front of me, what an VIP experience.

I would say the stay in Hard Rock worthy every single dollars you spent, it was very nice and the show is the best ever~~~

Room Tip: Corner Suites are large, it really worthy upgrading your standard room to a suite~~~!
See more room tips
  • Stayed June 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMacau, Manager at Hard Rock Hotel, responded to this review, July 9, 2013
Thank you so much for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations. Our ultimate goal is to ensure that each and every guest that chooses to stay or visit the Hard Rock Hotel has a memorable time.

It is definitely very motivated and encouraging to know that we have made your stay a pleasant and memorable one. We will continuously striving for better service and we look forward to welcome you back to Hard Rock Macau.

Take Time to be Kind
Connie Kaw
Hotel Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hong Kong, China
Senior Contributor
35 reviews 35 reviews
32 hotel reviews
Reviews in 21 cities Reviews in 21 cities
216 helpful votes 216 helpful votes
3 of 5 stars Reviewed June 27, 2013

Room is fine however, its a strange arrangement for a five star + Hard Rock hotel that they just give two?? outdoor showers for hotel guest after dipping in the pool, I'd asked the staffs at the towel station if there are any indoor showers guest may use (say, inside the nearby fitness room) but the answer was negative. My room got construction site view and have construction noise as morning call (0700 sharp). Staff are friendly and willing to talk with u but only lips' service, nothing could be done, no indoor bath for swimming area, understood some of their hotel guest like to shout in the corridor & restaurants, knew that certain rooms got construction noise, keep saying that they are sorry and that's it...>< No so Hard Rock as the others around the world, just another gamblers' place.

  • Stayed June 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMacau, Manager at Hard Rock Hotel, responded to this review, July 9, 2013
Thank you so much for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations. Our ultimate goal is to ensure that each and every guest that chooses to stay or visit the Hard Rock Hotel has a memorable time.

It is definitely discouraging to know that your experience was not pleasant as we were unable to meet the basic requirement of service. Please accept my apologies that we were not able to deliver the experience you were hoping for.

We take all our guests' feedback seriously and will use it to better improve ourselves. We hope your experience with us before will not hinder you from returning to us and give us a second chance.

We look forward to welcome you back to Hard Rock Hotel Macau.

Love All-Serve All
Connie Kaw
Hotel Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, Singapore
Top Contributor
79 reviews 79 reviews
63 hotel reviews
Reviews in 43 cities Reviews in 43 cities
27 helpful votes 27 helpful votes
4 of 5 stars Reviewed June 25, 2013

I bought the house of dancing water package with reserve A seats which was a bargain, and unfortunately (fortunately!) the show was cancelled. I got a full refund of the tickets value, laughing my way to the bank. (i subsequently caught the show the next day, by paying for cheaper reserve B tickets)

The hard rock theme adds excitement to the hotel, and i enjoyed the little details like guitar logo embroidered into one of the pillow casing. Breakfast was a little messy. Staff was friendly and helpful.

  • Stayed April 2013, traveled with friends
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMacau, Manager at Hard Rock Hotel, responded to this review, July 9, 2013
Thank you so much for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations. Our ultimate goal is to ensure that each and every guest that chooses to stay or visit the Hard Rock Hotel has a memorable time.

It is definitely very motivated and encouraging to know that we have made your stay a pleasant and memorable one. We will continuously striving for better service and we look forward to welcome you back to Hard Rock Macau.

Love All-Serve All
Connie Kaw
Hotel Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, Singapore
Top Contributor
392 reviews 392 reviews
70 hotel reviews
Reviews in 57 cities Reviews in 57 cities
240 helpful votes 240 helpful votes
5 of 5 stars Reviewed June 25, 2013

Good:
-Great theme-ing from the lobby, continued all the way to the room.
-Convenience to the casino & eateries.
-Friendly reception.
-Rooms interiors are refreshing.
-Some rooms have great views.

Bad:
-At night, the lobby maybe noisy from gamblers who are speaking loudly, while walking from the lift to their room.
-Upon comparison, here is not as luxurious as Crown Towers hotel, but the theme here is ROCK, so if you don't like the theme, pls do not stay here.

Room Tip: The spa in the hotel is NUMBER ONE!!!
See more room tips
  • Stayed July 2012, traveled solo
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMacau, Manager at Hard Rock Hotel, responded to this review, July 9, 2013
Thank you so much for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations. Our ultimate goal is to ensure that each and every guest that chooses to stay or visit the Hard Rock Hotel has a memorable time.

It is definitely very motivated and encouraging to know that we have made your stay a pleasant and memorable one. We will continuously striving for better service and we look forward to welcome you back to Hard Rock Macau.

Love All-Serve All
Connie Kaw
Hotel Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hong Kong, China
Top Contributor
71 reviews 71 reviews
34 hotel reviews
Reviews in 16 cities Reviews in 16 cities
24 helpful votes 24 helpful votes
4 of 5 stars Reviewed June 19, 2013

The room I stay was facing the airport and there are two big construction site and you will hear some nosie in the morning. If you are sensitive to noise better choose the other side. I had breakfast at room, reasonable price with high quality.

  • Stayed June 2013, traveled solo
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMacau, Manager at Hard Rock Hotel, responded to this review, June 21, 2013
Thank you so much for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations. Our ultimate goal is to ensure that each and every guest that chooses to stay or visit the Hard Rock Hotel has a memorable time.

It is definitely very motivated and encouraging to know that we have made your stay a pleasant and memorable one. We will continuously striving for better service and we look forward to welcome you back to Hard Rock Macau.

Take Time to be Kind
Connie Kaw
Hotel Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Noida, Uttar Pradesh, India
Senior Reviewer
8 reviews 8 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed June 18, 2013

Loved my stay here ..total value for money ..i took the House of dancing water package and it was worth every penny.the stay and the show....breakfast included was good...service was excellent and were pleasantly surprised with a fruit basket and wine bottle as a special gesture..the shuttle to the macao tower and other hotels like venetian were very helpful..made our stay here very comfortable

  • Stayed June 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockMacau, Manager at Hard Rock Hotel, responded to this review, July 9, 2013
Thank you so much for taking time to share your experience with us. It is only through continuous and objective feedback from guests such as yourself, that we are able to review and improve upon the facilities and services that we provide to ensure that we are meeting; if not exceeding your expectations. Our ultimate goal is to ensure that each and every guest that chooses to stay or visit the Hard Rock Hotel has a memorable time.

It is definitely very motivated and encouraging to know that we have made your stay a pleasant and memorable one. We will continuously striving for better service and we look forward to welcome you back to Hard Rock Macau.

Love All-Serve All
Connie Kaw
Hotel Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hotels you might also like...
mm/dd/yyyy mm/dd/yyyy
Price Your Stay

Been to Hard Rock Hotel? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Hard Rock Hotel

Address: City of Dreams, Estrada do Istmo, Cotai, Macau, China
Location: China > Macau Region > Macau
Amenities:
Bar / Lounge Business Center with Internet Access Casino and Gambling Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Airport Transportation
Hotel Style:
Ranked #14 of 84 Hotels in Macau
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hard Rock Hotel 4*
Number of rooms: 322
Official Description (provided by the hotel):
Live the rock ‘n’ roll lifestyle right hereA hotel with attitude, Hard Rock Hotel Macau entertains guests' dreams of a rock 'n' roll lifestyle. Check into any of our 322 guest rooms including two ultra-chic and luxurious Rock Star Suites, take in the stunning views of Cotai, and soak in the atmosphere in the guitar-shaped pool, the hotspot for parties and entertainment. It's 24-7 indulgence and everyone's invited. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Orbitz, Booking.com, Agoda, Travelocity, Cheap Tickets, Ctrip DaoDao and Odigeo so you can book your Hard Rock Hotel reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.

Owners: What's your side of the story?

If you own or manage Hard Rock Hotel, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.