I am an avid Hard Rock collector, and made the journey to Four Winds solely to visit this Hard Rock Cafe location. (Location #31) Overall I had a mixed experience. First the pluses- The cafe itself is pretty awesome. Its a nice 2 story cafe, with a stage (and a HR logo with city name, the best photo op there is for HR visits! EVERY CAFE should have this somewhere in the cafe!! jmo!) The bar area is very well done, with the guitar wall and love all serve all, as well as big screens about the bar that "dance" to the beat of the music playing. There is a second bar location upstairs as well. The entrance is great with a giant guitar neck hanging overhead that changes colors (though it was only green while we were there) and a nice brick facade with Hard Rock Cafe logos.
The food was good as well, My girlfriend and I both love the Twisted Mac n' Cheese. We had a couple of shots (a little on the pricey side, even for a HRC) and some special green drink for St. Patty's day that was very good (also pricey though)
The service was not very good. Drinks took a while, and our waitress literally brought me five diff. bills before she finally got it right! Then I signed the reciept and she had to chase me down becuase she had never even swiped my credit card! Just paying the bill and getting everything straightened out took almost 30 minutes. (this was no acceptable in my opinion, as I mentioned I have been to 30 other HRC locations and have never experienced anything quite like this, getting my bill correct should not be that hard with a POS terminal keeping track no less!)
Also while I was in the Rock Shop buying LOTS of HR merchandise (and STILL WAITING on the server to get my bill correct!!) The girl working in the rock shop got all bent out of shape that my girlfriend used the mirror on the wall to fix her eyeliner. I dont really understand what the hell she was talking about, or why she cared that she used the mirror for a minute, but it was very strange and again just left a bad taste in my mouth. Customer service is clearly NOT a priority at this HR location. Love All, Serve All indeed!
One other note on the Rock Shop, city shot glasses were $11, instead of the standard $9 like every other US location, not a deal breaker but just thought I would point it out for you collectors out there.
They also had a band playing that was just ok. They were playing Irish music since it was the day before St. Patty's Day, but it was not an Irish band. They tried, but most of what they played just didnt get the crowd excited and was pretty dull.
Since it was dark and busy during our visit we went back the next morning to get some good pictures of the location for my collection that we couldnt get the night before. The location is located inside the casino which is of course open 24 hours. The Cafe opens at 11. At my previous visits to Biloxi, and Tampa, and Hollywood, FL I was always allowed into the cafe area while the staff were setting up for lunch before opening (this makes getting great pictures much easier with less people!) THe security guy here was having NONE OF IT! I asked him if I could take a few pictures and barked at me and told me to come back at 11. Not the typical response I have recieved at the other casino locations! The Tampa staff was VERY VERY welcoming and took LOTS of pictures for me. That was going above and beyond, this guy, not so much!!!
All that said I did decide to wait around since I will not likely ever return to this location, at least not in the plans to. And when the cafe opened at 11 the restraunt manager was very helpful and welcoming! (The security guy was a casino employee, not a HR employee as far as I could tell, but he still represented the brand poorly!!) THe manager even turned some of the stage lights on and off so I could get better pictures, and opened up the blinds behind the logo, which is a huge bay wind to the outside, very cool! This manager going out of his way for us was the ONLY THING that stops me from giving this location a very poor rating for the other customer service failures, he should be commended for his efforts, and he should really train our server, and the girl working in the rock shop to do the same!!
One other note, I noticed in several other reviews complaints about the 6% "resort fee" Yes this fee is charged, but it really is not a big deal at all, since there is not "sales tax" charged. This is just the sales tax essentially, and at only 6% is really less than the % you pay in sales tax in the majority of the country. def not worth getting bent out of shape over.
So while I enjoy HRCs and will always visit new locations around the world, I doubt that I will ever return to this particular location, the sevice was just not up to the standard I have experienced in my numerous other visits. Hopefully the manager there will read this and work on training the staff a little better!
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