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“Beautiful room but lackluster customer service”

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Hard Rock Hotel San Diego
Ranked #33 of 278 Hotels in San Diego
Certificate of Excellence
Reviewed November 16, 2012

Room was gorgeous- sleek, clean modern suite in a great location. The bathroom was a little odd, however. The toilet room has a frosted glass door and doesn't give much privacy. The management is a different story. I was slammed with hidden fees when I was told my card would be used for 'incidentals'. I was charged for using something in the mini bar which was NOT the case. I would NEVER pay $5 for a bottle of water. I disputed the charges but they wouldn't remove either charge. Lastly, I left an item in my room and it has been a series of being placed on hold, transferring and getting the run-a-round every day for a week with no answers. Very frustrating. It was a good one time experience but I'll never go back.

  • Stayed: November 2012, traveled as a couple
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Thank Alex R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Matt D, Manager at Hard Rock Hotel San Diego, responded to this reviewResponded November 30, 2012

We appreciate you taking the time to share your experience. We've chatted with our housekeeping and security staff about your missing item, but unfortunately they were both unable to locate it. We do have a very firm polity in place for left behind items and adhere to this diligently. Regarding the hidden fees, our front desk agents are instructed to give each guest a run through of any charges that they'd incur, and our finance department is always available to discuss any bill disputes over the phone. It did seem that you enjoyed the majority of your stay with us, so its unfortunate that these two issues sullied your experience with us. We do hope you'll give us another chance to wow you.

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4,045 - 4,051 of 5,330 reviews

Reviewed November 14, 2012

Husband and I had a blast there. Room was great and everyone is friendly. Club 207 was awesome. Just a few problems though, $35.00 day to valet and drinks were way to expensive. Looked at my bill and was charged an extra $17.00 day (for what I dont know) waiting for an itemized bill. Other than that had a great time there and enjoyed staying there.

  • Stayed: November 2012, traveled as a couple
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Thank Jennie W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Matt D, Manager at Hard Rock Hotel San Diego, responded to this reviewResponded November 30, 2012

Thanks for taking the time to post about your stay with us. We're so glad you liked the room, the club and our staff! Regarding the valet parking cost, it's priced competitively with the rest of the hotels downtown, but there is also a secure lot right across the street that is available for about half the cost of valet. Additionally, the $17 a day charge is for use of our gym and access to wifi anywhere in the hotel as well as our business center. Our front desk agents are instructed to tell each guest about this fee upon check in, but perhaps whoever checked you in failed to mention this. We will be sure to talk to the front desk team about the importance of explaining this fee. Thanks again for your feedback. We read each and every one of these reviews and take them very seriously. We hope you come back and stay with us again soon!

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Reviewed November 10, 2012

What a great hotel for a conference. Just across the street from the San Diego Conference Center. The best breakfast in Mary Jane's restaurant. The best hash browns I have ever had. Within walking distance to the Gas Lamp Quarter which has all the restaurants and bars anyone would need. The trolley is just steps away and can take you to all major shopping areas within 20-25 mins. Hop a ferry and go to Coronado Island. This hotel is the heart of it all and only steps away from an exciting fun time in San Diego. Clean rooms spacious and quiet. The best!

Room Tip: Make sure your room is NOT above the nightclub esp if you are there on the weekends.
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  • Stayed: October 2012, traveled on business
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1  Thank PWest1130
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Matt D, Manager at Hard Rock Hotel San Diego, responded to this reviewResponded November 12, 2012

Wow, thanks for the great review. We're so glad you enjoyed your stay and hope you come back again soon!

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Reviewed November 10, 2012

Hotel is very trendy, music memorbillia throughout, they ask you what kind of music you like at check-in and have it playing in your room when you get there. Clean and comfortable. The location is fantastic!!! Right near the harbor and at the entrance of the gaslamp district. Great club inside the hotel. I had money stolen from my purse that was in my hotel room. Not nearly enough light in the room or bathroom. Can't work at the desk if the TV is on as the TV sits on top of the desk.

  • Stayed: November 2012, traveled on business
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Thank mytripz_10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Matt D, Manager at Hard Rock Hotel San Diego, responded to this reviewResponded November 14, 2012

Thanks for taking the time to post a review. We're so glad you enjoyed the hotel. Our security team is aware of the missing money and the director is personally doing an investigation to try to resolve the issue. Thanks for your patience in dealing with this matter. We hope to have it resolved asap and hope you'll come back and stay with us again soon.

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Reviewed November 10, 2012

This is a beautiful modern hotel with staff so cool it's almost painful, though they couldn't have been more gracious or welcoming. Check in was painless and smooth. They ask you what kind of music you want greeting you in your room so that you feel at home.

I had a room with a queen bed, a view of downtown, overlooking the pool deck and exterior bar. The modern room was very comfortable, immaculately clean, and quiet. I had a room right next to the elevator, and it was still very quiet. I heard no plumbing or mechanical noise, and the hallway stayed quiet as well, but for one loud group that went through in the early evening, but apparently didn't return to the floor or were significantly quieter when they did return. There was a long, low desk, flat screen tv, leather chair for the desk, plenty of power plugs for devices, and drawers for storage. The closet had an automatic light and was large enough for my luggage, so I was able to stow everything away and keep the room spacious and uncluttered. The bed itself was large and very comfortable, and I got a great night's sleep.

There's a little wear and tear on the custom furniture and room corners, but minimal and not unexpected considering the hotel's location and busyness.

The bathroom is beautiful, very clean, with room to stow toiletries and extra towels as well. The glass walled shower had both a wall fixture and a ceiling fixture, so you can choose how you'd prefer to shower. My kids would have enjoyed trying both fixtures.

This hotel could not be closer to Petco Park and is on the outskirts of the busy Gaslamp quarter. It's close to the Convention Center,and also close to the airport, so taxi fees are reasonable. If you are staying for a couple of days and not traveling far or off the beaten path, you won't need a car, as public transportation is extremely convenient. There's a bar downstairs that gets a lot of traffic, and apparently has an enforced dress code. There's plenty of nightlife in the Gaslamp itself, if you're so inclined.

I found this to be a really nice place to stay, and would certainly stay here again.

Room Tip: I found the room very quiet - overlooking the pool deck. There was no event held there when I was t...
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  • Stayed: October 2012, traveled on business
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Thank sunbunny31
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Matt D, Manager at Hard Rock Hotel San Diego, responded to this reviewResponded November 12, 2012

We appreciate you taking the time to share your experience with us, and the TripAdvisor community. We couldn't be more pleased that you enjoyed your stay enough to give us this great write up. We hope you are able to come back and stay with us again soon. Next time, try checking out a free bike for a cruise around downtown San Diego, or maybe a free Fender guitar to rock out in your room!

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Reviewed November 9, 2012

Excellent hotel. Great location, walking distance to everything (Ball park, convention center, tons of bars and restaurants). Beautiful perfectly kept modern rooms, excellent room service and nice rooftop deck.
If I had to find a downside: there was an unexpected $17 extra charge, but for what.......not sure.

Room Tip: Higher floors will have nice views
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  • Stayed: November 2012, traveled on business
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1  Thank Kepster1980
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Matt D, Manager at Hard Rock Hotel San Diego, responded to this reviewResponded November 12, 2012

Thank your for taking the time to share your experience with us. We're so glad that you enjoyed your stay. The charge you mention gives you access to the gym, 24-hour business center, and wireless internet.

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Reviewed November 7, 2012

Staying here currently as part of an overflow from a conference across the street at the Hilton.
Do not stay here if you want to be able to sleep at night the noise levels are obnoxious but noone wants to know.
1. Do not stay in a front room looking over the harbor - the train stop rings bells for 10 minutes at a time
2, Went to bed around 10PM but come 11 or so there was some kind of huge party downstairs. All I could here was bass resounding through the walls. Couldnt sleep even with earplugs. Called downstairs to ask what was going on "party til 2" that was all they would say - incredibly unresponsive. Think I was talking to a valey rather than hotel staff. I asked if a manager was available and was told "no not til tomorrow" They couldnt care less as to hotel guests comfort - were more interested in the party downstairs
3. Come 12 midnight the noise was still resounding. Called again and was told "its done soon - shall I move you now if you dont like it?" How could I move rooms at that time?? Girls name was Tania
Perhaps if you want to come here and party its a great place but stay away if you want to have any sleep during the week.
After 12 the noise was still ongoing so went downstairs to talk to somone but there was no member of staff anywhere to be found. Front desk was abandoned and didnt know where to go to find anyone, The desks were empty but there were 10s of people falling over drunk, shouting and screaming and this was a Tuesday night Im payingover $200 per night for a noisy party hotel
who doesnt care about its guests so long as the bar downstairs is a fun place for the locls.

Will never stay in a Hard Rock hotel again

Abysmal customer service. oh - and thres no breakfast included. The coffee bar downstairs is useless too - been training new employees all week and taking 10 minutes every day to get anything basic done to go

Room Tip: You wont get to sleep before 12 if you stay here. No breakfast included either
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  • Stayed: November 2012, traveled on business
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Thank LFC_Atlanta
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Matt D, Manager at Hard Rock Hotel San Diego, responded to this reviewResponded November 12, 2012

Thank you for taking the time to share your experience with us. We're very sorry that your stay with us was not to your liking. We can definitely understand how frustrating it can be when you're unable to get a good night sleep because of noise. The night you mention above, we actually hosted a benefit event for victims of Hurricane Sandy. This event raised over $80, 000 for the relief effort, which we are very proud of. We are not proud, however, that your concerns were not addressed in an acceptable way by our guest service agents and that your experience at our grab and go coffee station was sub par. We will address these issues with our agents and do our best to make sure this doesn't happen again. We hope you'll give us another opportunity to meet and exceed your expectations in the future.

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Additional Information about Hard Rock Hotel San Diego

Address: 207 5th Avenue, San Diego, CA 92101-6908
Phone Number:
Location: United States > California > San Diego > Downtown
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#7 Spa Hotel in San Diego
#13 Luxury Hotel in San Diego
#16 Business Hotel in San Diego
#25 Romantic Hotel in San Diego
#58 Family Hotel in San Diego
Price Range: $191 - $493 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Hard Rock Hotel San Diego 4*
Number of rooms: 420
Official Description (provided by the hotel):
Hard Rock San Diego Hotel Downtown is where VIP service meets urban-chic design with world-class dining and ultra-hip nightlife for an unforgettable experience that rocks. ... more   less 
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Also Known As:
Hard Rock San Diego
San Diego Hard Rock

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