I stayed at this Hard Rock Hotel while travelling for business with a colleague. I was very excited to stay there since it looked very modern and fancy but in the end, I couldn't get out of there fast enough! I will focus this review on my own experience, however it is what happened to my colleague that ultimately prompted our early departure from the Hard Rock.
Overall, what I thought to be a fairly minor incident, I have a major problem with how it was handled or lack of how it was handled actually. At 2 AM I heard knocking on the door next to mine and someone announcing themselves as room service. I thought to myself, "great... neighbors who order room service at 2 AM" and then the knocking continued for 5 more minutes and then the phone in the room adjacent to mine started to ring. The door knocking and phone ringing persisted for 15 minutes. I looked through the peep hole and saw a man standing outside with a clipboard in hard rock attire and a phone in hand. I'm guessing he was calling the room next to me but he didn't have any food with him... When I reported this to the manager, Ryan, before my colleague and I departed the Hard Rock, he told me that there was no room service ordered to that room. It must have been a prank. My complaint was completely disregarded.
So, I called 3 weeks later, after noticing a charge on my credit card. I was charged an early departure fee which I shouldn't have been charged. And when the finance department checked on it, they said a message had been logged under my colleague's visit but not mine and that is why I was charged. So, not only was my complaint disregarded, it wasn't even logged! I asked to speak with Ryan and was told he was in a meeting and would call me back. He never called me back. 2 days later I call the hard rock again and said "Ryan never called me back." They told me that he wasn't working today so I asked to speak to any manager on duty. They put me on hold and then told me there was no manager on duty for the next 3 hours.
Who runs a business this way?! I have never in my life ever had a worse hotel experience OR customer service experience.
- 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