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“Waste of money”

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Hard Rock Hotel Palm Springs
Ranked #43 of 71 Hotels in Palm Springs
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Waste of money”
2 of 5 bubbles Reviewed December 29, 2013

My husband and just wanted drinks in a nice ambiance bar. Clearly the Hard Rock is not the place for this. 14.00 for two draft beers is an exaggeration. He had to wait 10 min for the bartender to even acknowledge him and they only had one customer at the bar... Thus is our first and last visit here

  • Stayed December 2013
    • Location
    • Cleanliness
Helpful?
1 Thank desertmama174
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockPSManager, Manager at Hard Rock Hotel Palm Springs, responded to this review, December 30, 2013
Thank you for your feedback! Please accept our sincere apologies for a poor first impression. We are in agreement - there is nothing more important than immediate and outstanding service. We do hope you will give us a second chance to provide you with the authentic hospitality you deserve. Please know that we host frequent specials and promotions as well as, Happy Hour pricing.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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967 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (174)
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Los Angeles
Level Contributor
40 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
3 of 5 bubbles Reviewed December 27, 2013

We stayed here several times when it was the Zoso and it was fine. We knew what to expect -- perfect location, ok amenities. When we learned this was being bought by a big hotel chain we had high expectations that it would become a bit more upscale. No such luck. Everything but the paint and wall coverings is the same. If anything, the place looks more rundown and the service and amenities are worse.

All the staff were very nice. They were just untrained and clueless. There was clearly no "corporate" presence except in the change in paint colors and the logos on the shirts. At check in for three rooms, only 1 set of keys worked. There were dirty dishes outside the room at check in -- when informed, the front desk said they had just requested a sweep for dishes and they would be gone soon. An hour later they were still there. The safe in my room was locked; I requested it be opened so I could use it, it never was. In one room, only 1 lamp (of 4 worked), and the rooms are dark anyway. We had to move lamps from one room to another to get some light. Mini bar items were missing at check in, so we had to compare rooms and make a note of the missing items so we weren't charged for them. The mini bar guy knocked on the door even though the do not disturb was displayed. We requested assistance for all these items and even sent an email outlining them while we were there, but nothing was ever addressed.

The website advertises a spa and has a menu of services, but when I called to make an appointment, no one answered the phone and my message was never returned. There was no sign of a spa on site. I honestly have no idea if it exists.

All the good features of the Zoso continue -- great location, big rooms, nice pool area. (They took out the fire pit, though.) The fitness center was small but nicely equipped and clean. The "updating" of the lobby is kind of sad, though, it sort of looks like a 70s game room. All the furniture in the rooms is the same, though the bathroom sinks have been nicely upgraded. The hallway carpet can only be a few months old, but it's dirty and dated looking already.

Basically, the Zoso has simply been given a very, very minor change in decor that sets expectations for a better experience based on the name outside. Hard Rock corporate needs to invest some time and money in training and facilities if they want to attract and keep the upscale hip clientele they clearly want.

Room Tip: Rooms overlooking pool are nice, but you get a lot of noise from the lobby when there is music, such...
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  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank redheada1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockPSManager, Manager at Hard Rock Hotel Palm Springs, responded to this review, December 30, 2013
Hello and thank you for your candid and balanced review of your recent stay at the new Hard Rock in Palm Springs. We are thankful for the time and detail you included. We appreciate your feedback and consider it an invaluable tool to measure and continuously improve on product and service delivery. Please accept our sincere apology for the inconsistencies you and family experienced; and know these items have received immediate attention.
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Ottawa, Canada
2 reviews
3 of 5 bubbles Reviewed December 27, 2013 via mobile

This is not a hard rock anything, it is overun with children and silly people. If the ace hotel is at all worried, they can rest easy this silly place will not last unless they take drastic measures. My advice would be to load the entire staff on a bus and head to the HRH in vegas to learn a few things and start over. This is the worst hotel in Palm Springs for anyone over the age of 8.

  • Stayed December 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank chaynes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockPSManager, Manager at Hard Rock Hotel Palm Springs, responded to this review, December 30, 2013
We do love children, and their parents and Grandparents that bring them to the Hard Rock. In fact, we love all our guests of all ages and diverse personalities! We are sorry to hear how displeased you were with your recent visit and would be grateful for the opportunity to change your perception. We would like to learn specifics about your stay, and how we can effectively address them for an awesome experience for all ages!
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Santa Barbar
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed December 27, 2013

When your 18 year old son who can usually sleep through anything complains that he couldn't sleep, then you know it was loud! In the morning I woke to someone playing the drums... well trying. They couldn't keep a beat so it was infinitely more annoying. When I told them of our experience at checkout, the young woman just laughed at me. I wasn't expecting a serene, quiet environment but I surely wasn't expecting how noisy it was! The room was lovely and the bathroom gorgeous but I don't think this is enough to get me back.

  • Stayed November 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos

Helpful?
1 Thank beachseeker4life
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockPSManager, Manager at Hard Rock Hotel Palm Springs, responded to this review, December 30, 2013
We definitely hear you! Thank you for your recent stay and review. We are very sorry to learn of the noise disruption to your sleep. To your point; there is a time and place for everything and your feedback should always be handled with care and professionalism. We do appreciate your compliments to the guestroom accommodations and hope that you will give us another opportunity to provide you with the peaceful and relaxing experience you deserve.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Santa Barbara, California
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed December 27, 2013

The Hard Rock is in a wonderful location--smack in the middle of downtown, close to lots of restaurants, shops, and the Spa Casino Resort. Our room was very big and had a great patio and awesome shower and the bed was reasonably comfortable. The staff, for the most part, is very nice and pleasant and helpful (the bartender looked at us like were were crazy, rude people when we asked if there were happy hour specials at 4:15. It was my birthday and I probably would have bought a few drinks and tipped well. We ended up buying a six pack and drinking on the patio instead.) There are some major communication and cleanliness issues. When we arrived, our room had clearly not been vacuumed (there was trash and detritus all over the place) nor been stocked with toilet paper and other expected amenities. We called down for them to be replaced, but no one ever came by. We mentioned this at the front desk the next day, yet they still failed to rectify the problem (Circle K is less then a block away for your toilet paper and beer needs). We got room service one morning and the tray was never picked up. It was amusing to see the mound of trash outside our door pile up and up for a day and a half as our neighbors starting adding things, presumably because housekeeping never made it to their rooms either. A large trail of blood or ketchup on the sidewalk next to the pool was also never cleaned. I think once the spa is open and the management manages the staff, this will be a great place to stay.

  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank ds5620
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockPSManager, Manager at Hard Rock Hotel Palm Springs, responded to this review, December 30, 2013
Happy Belated Birthday to you! Thank you for choosing the Hard Rock to help you celebrate. We are very appreciate of your specific feedback and are addressing these concern areas. We agree - attention to detail reaps excellence!
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Cave Creek, AZ
Level Contributor
92 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 73 helpful votes
5 of 5 bubbles Reviewed December 27, 2013

We've never stayed at a Hard Rock Hotel as well, we just thought it wasn't us although we are Baby Boomers with hard rock in our blood. Hotel Zosa was our hotel of choice due to the location in Palm Springs but enjoyed ourselves even more this time. The ambience is terrific and not "intimidating" at all. The check in staff was very welcoming and we were thrilled with the transition to a Hard Rock. The rooms have been freshened up - we love music and enjoyed looking at all the memorabilia around the lobby. There was karaoke that night and we sat for a couple of hours listening to what seemed like a steady stream of locals give it their best. (Some way better than others but entertaining anyway.) The $35 resort fee is still excessive considering we've never used the "resort" but we have to look at it as a cost of the room and the convenience of the location. Our experience will make us consider other Hard Rock locations during our travels. By the way, we loved the music during breakfast. Wound up "shazaming" and purchasing 5 tunes while sitting there.

Room Tip: Make sure you get a pool view as the city view rooms (street side) can be noisy with traffic, especi...
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  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank creeker5050
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HardRockPSManager, Manager at Hard Rock Hotel Palm Springs, responded to this review, December 30, 2013
Love this review! And, not just because you loved the Hotel. You took the time to share your experience in detail and that is so helpful to other first time guests; so thank you very much! We appreciate your generous compliments, especially towards the staff. We hope this recent stay was the first of many more! Thank you again, for opportunity to serve you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hard Rock Hotel Palm Springs

Property: Hard Rock Hotel Palm Springs
Address: 150 S Indian Canyon Dr, Palm Springs, CA 92262-6604 (Formerly Zoso Hotel)
Location: United States > California > California Desert > Palm Springs
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#11 Top resorts Hotel in Palm Springs
#11 Spa Hotel in Palm Springs
#14 Luxury Hotel in Palm Springs
#19 Business Hotel in Palm Springs
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hard Rock Hotel Palm Springs 4*
Number of rooms: 163
Official Description (provided by the hotel):
When you stay at Hard Rock Hotel Palm Springs you're only a block away from the famous Palm Canyon Drive, just minutes from biking, hiking, shopping, golf courses and the Palm Springs Convention Center. Our friendly staff will always give you the red carpet treatment. When you stay with us, you are the rock star and we are your biggest fans. Stay in one of our 163-stylish guest rooms featuring upscale amenities and comforts fit for a King. Enjoy custom-designed furniture and a curated collection of contemporary artwork in your decked-out room. Hard Rock Hotel Palm Springs offers sophistication and fun with a cool laid back attitude that is so Palm Springs. So leave your worries at home and the car in park. You've arrived. ... more   less 
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Also Known As:
Zoso Hotel Palm Springs
Zoso Resort Palm Springs
Zoso Palm Springs
Hotel Zoso

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