Hard Rock Hotels レビュー 37

Amazing hotel, amazing experience - customer service…. Wow. Beyond awful. Use another hotel.
Unfortunately we have been overcharged $800. That’s not an issue, mistakes happen and fault admitted their end.
However, the fight and lack of communication to get that money refunded has been unreal despite twice them confirming the mistake.
No account handler, days between responses, weeks (still yet to paid) for a refund to be issued despite promise of having it authorised to be sent.
For the premium experience you hope to receive, and which our wedding received (was lovely) since returning this has been anything but what we would expect.
Given the amount of choice out there - I’d pick elsewhere. Out of sight out of mind is a worrying moto from this hotel.
I’ll happily change my review should the service pick up, but I’ll always warn others - some hotels look for service others, like hard rock, clearly are only staffed to deal with you whilst you are there!

This certainly has the wow factor on arrival with plenty of costumes etc from lots of stars and music being played literary everywhere.
We opted for half board as we like venturing out most days. What was a surprise was that if we had gone all inclusive it’s actually not! The three themed restaurants all have a surcharge even the wine, if we being half board ate there the wine was 25 euro while all inclusive was 20 euro! You could only choose from a limited menu also. This applies to premium drinks also.
Rooms were clean, well laid out and well stocked. Nice touch was a blue tooth speaker but unfortunately I could not get it to work, I did ask reception who said they would help but never did.
A word of caution if you go in school holidays expect a lot of children and it can get very noisy in the breakfast hall.
Food was quite good with lots of choice, we were not informed until the last day that we were entitled to a glass of wine with dinner.
Apart from having to pay for everything except the gym and I do mean everything! It’s a great hotel

Hard Rock - Bali

Thank to you Shane and his amazing team at the Hard Rock in Bali.

We stayed here for two nights and received a great experience. Despite a few teething issues with the air con this was handled professionally and promptly and that resulted in us having the best experince.

The live band at the hotel are amazing and very talented and it’s lovely that they invite hotel guests who are talented to join them in the band for their chosen songs.

Keep up the great work, if we visit Bali again we will definitely be choosing Hard Rock.

If you want to have a nice and relaxing holiday - do not choose Hard rock Hotel Bali, (even in late september 2023). we were there as a family kids age 7 and 10 and with all the arrangments at the pool we could not relax. ( if you book the more expensive wing with the Chill out pool you can get the cosy and more relaxing area.
- friendly staff but everything is expensive even at Bali.\
again - noisy - noisy hotel

Hard rock Tenerife gets a 10 from me!! Staff are amazing and go above and beyond for you! At checking in Bibi was super helpful as was Marta next morning.
The Eden pool bar staff are all awesome especially the lovely Matteo! At the splash pool Conrad is fabulous too!!
The hostesses in the main dining are wonderful too.
Fave restaurant is narumi food Devine and staff superb too.
I want to move in for ever!

Hark rock hotel, Marbella they charge for the coffee and tea we have in the room, this is the first hotel who charge for this facility. Really disappointment

Brilliant place to stay ! The hard rock hotel in Tenerife a lovely island ❤️
Loved the hard rock hotel , stunning hotel , great staff , so very helpfully with all aspects of our holiday , stunning room , comfy beds .

the cleaners of the room were fantastic very impressed ! It was so relaxing the 14 days flew by , would 100% recommend this stunning hotel , drinks and food a bit pricey but a god send there was a supermarket across the road and a couple or 3 nice restaurants within walking distance which was great , so all in all a fab holiday in a stunning 5 star hotel ..

Well done guys we were very impressed with the breakfast staff so efficient clearing the tables !! Very impressed , it was like a military operation !!! Brilliant !! Thanks so much !
See you soon (we will return )
Martin and Janet
Preston
Lancashire

I’m still at the hotel. Room nr: 284. It’s the worst hotel I ever been.
Rude staff ( except if you “buy “ them with tips).
Restaurants ‘a la carte’ with no reservation, therefore, leads to too much time waiting for a table.
“ There’s no time limits “ I heard from Eric and Carolina at El Touro. If you’re hungry you only have the option of pizzas, chips and hamburgers.
No beds available at the pool because people give tips to the pool employees and they reserve all the beds in the morning for them. So other people don’t have access to the beds.
Everyday I have a different and new bad experience.
Today the person who cleaned my room forgot to clean the floor and to leave towels.
What a nightmare. And the manager is not available.
This is not a five star but a one.

I've been here with family and friends many times. It's a great location, especially for shopping, and the bar and restaurant have a great atmosphere with live music. We've always enjoyed the good food. The staff are kind and welcoming, and our children love this hotel.

Problem 1 - 45 minute wait to check in and no bell caps to handle the luggage (my husband had surgery and could not carry any weight so I had to struggle with 4 bags)
Problem 2 - Booked thru a 3rd party and made sure we had all the payment information and confirmation number for the check in clerk. They said it would be deducted at check out. Checkout via TV and when we got home discovered that the payment WAS NOT reflected on the bill. We called in, system down. several calls later, we were told we would get a refund in 5 - 7 business days. Next day, MORE CHARGES were assessed. Called again, system down...finally got through and the charges were to be removed in 10 - 14 business days. So our account is now overdrawn, we have been charged 3 times for the room and are waiting for our refund. THIS IS NOT ACCEPTABLE....we will NEVER stay at Mirage Hard Rock again after this money grab.

From the minute we walked in, it was amazing..check in was a breeze, we did truly feel like rockstars, led to the Rock Royalty lounge, glasses of sparkle and picked out vinyl selection to take to our room! The room was massively spacious, spotlessly clean and I had the best nights sleep-the food at the Hard Rock Cafe was gorgeous, it felt surreal and magical looking at all the amazing memorabilia on display around the hotel, especially the Jimi Hendrix connection. But by far the best thing about this stay was the staff-absolutely professional and efficient, always going the extra mile..with a smile, from the restaurant where everything was served to perfection. Guests get to choose from a range of Fender Guitars to have one brought to your room.. and they gave me the very one I wanted from the selection! They are lovely people, always going the extra mile, especially Max and Isabel, who made this experience for me by far the best hotel stay ever-I'll be back!

Excellent stay at Hard Rock Marble Arch. Beautiful hotel, lovely room, everywhere was so clean. The staff were amazing, really friendly and couldn’t do enough for us. Fantastic breakfast selection even when we went right near the end of service. Will definitely stay again, thank you!

Hard rock hotel London

Wow what an experience …. From check in to leaving

Staff cared were attentive and made sure we had a good time

The room was amazing …. Nespresso coffee machine

Hotel almost quirky with a lovely vibe , generous portions and amazing breakfast selection

Disappointed with customer care!

Have stayed in different hard rock hotels and whilst I would thoroughly recommend Hard rock Maldives(I couldn’t have been more impressed, not just the site but the amazing staff and meticulous pride in customer care),I unfortunately can’t say the same for Hard rock Orlando customer care. After having a lovely stay this summer I arrived home to find the resort had not removed the £1,400 pending payment against my credit card, even though all payment had been settled on leaving. This was 10 days later after getting home to the UK and after having payments declined, which was embarrassing as I knew I had plenty of credit. I contacted my card services to be told they had agreed payment, against my room to Hard rock , and to contact the company as they needed to remove the pending transaction on their end. After reaching out to Hard rock Orlando on the 17th August, to ask them to please remove this pending transaction ( which should have take place on the 5th of August, I waited on a reply. I got the generic automated response within 48 hrs that they would pass on to correct department. 9 days later and 15 working days since my account was settled ( on the 26th August)this was the response I received:-

I do Apologies about any inconvenience this may have caused. Here at The Hard Rock Hotel we do require a credit card to be put down at check-In, And A hold is placed for remaining room and tax and any fixed charges. When the room is checked out payment is settled and the hold is released. Depending on the Financial institution on how long it take to go back. Domestic Credit Cards could take up to 7-10 business days. International Could take a few weeks for Holds to fall off or reflect.

So no help at all ,as the hold has not been released. Also no recognition that it should not take 15 working days and obviously was down to an administrative error on Hard rock side as this pending transaction has not been removed and could have been sorted a lot sooner! Falls short of the customer service I expect from such a renowned company. Very disappointing!

Scam company! Instead of taking $2500 as agreed for a room upgrade they took two further transactions of $2500 each, meaning I was $5000 down on my available balance during my holiday! Caused nothing but stress as I tried to resolve matter daily at reception due to zero engagement. Came home to discover $5000 eventually refunded however I have been over charged a further $400 - absolutely ridiculous, this is a scam company! Buyers beware - check all the holiday review sites before booking

We had the best time in Los Cabos Mexico. The staff at this hotel were beyond amazing!!

Our girls Hillary and Isabel looked after us from day one, they were amazing! We can’t thank them enough for all they did :)

Armando was also amazing in the market restaurant, put a smile on our faces each time.

Thank you to the wonderful staff at this resort for going above and beyond to make it the best holiday ever.

We will be returning in 2024 with our 4 kids and we can’t wait to see everyone again.

We had the most amazing time on our last trip in Tenerife. Amazing service, super efficient staff and the hotel looked gorgeous... Big shout out to all the reception stuff that quiet literally took care of every detail