Hard Rock Hotel and Casino

This hotel would have been much better if the staff learned a little about customer service. When we checked in they put us in an upgraded room, telling us that the rooms were full even though we had a room reserved for over a month. This was actually just a ploy to get us to stay in the upgraded room for the duration of our trip at 50.00 extra a night. This so called suite was dirty. The couch and ottoman had cigarette burns and were stained. The room would of been very nice if it were kept up with. During checking in there was also confusion with my credit card. As usual they asked for a credit card to keep on file. He swiped the card then told me that an extra 100.00 would be in holding by the hotel from the card because it was a debit card. I would have just used a credit card if he had explained the policy before swiping the card. So they definitely charge first and explain later. The next day we had to change rooms to the one we originally reserved. This process took about an hour. This room was clean but was missing a shower curtain. I asked for one and one was brought up, so no big deal. For some reason when we switched rooms they decided to shut off my wifi access even though we were paying for it. I didn't want to deal with the front desk so I waited til the next day to question it. On the third day I asked about the wifi Issue. Instead of helping me with this, they decided to hassle me about not leaving a credit card on file. They hassled me for about 30 minutes. It took three trips to the back office, a complaint to the mgr, and me showing them the hold amount withdrawn from my account on my mobile bank app. to finally see that there was a card on file. Their accounting dept confirmed it as well. Finally they fixed the wifi issue and deducted one day of resort fees for my troubles. On my last day check out was smooth. But I could hear many people around me complaining and asking to speak with a mgr. There seems to be lot of unhappy guests here. Which is sad because the hotel itself is nice and has many things to offer. About a week later I had to call the hotel about charges on my credit card. They had charged the resort fees but never credited the hold amount. They fixed this once I called, but a call should not of been necessary. This is my fourth time to Vegas and by far the worst customer service experience I've had while in Vegas.

I have stayed here numerous times--always a great experience

Enjoyed the pool alot, very pretty and lots of fun...but I do have some problems with the room itself. We had alot of issues, light bulbs out, shower didnt drain, room service for just coffe and bagel took over and hour at 1pm. Also if your a gambler this casino is very small compaired to most. Didnt hate the experience but will stay somewher else next trip.

Dirty average room with more broken features than I can count. Staff misplaced my friends ID card when they carelessly moved everything poolside to sweep the area. No assistance in relocating it. No offers to remedy the situation. Good luck throwing a bachelor party when the bachelor doesn't have his ID.

The only downside to the Hotel was that they did not have the King bed Hotel room I reserved. They put me in a double queen. Other than that a great hotel.

Stayed at the Hard Rock Hotel and Casino to catch Def Leppard at the Joint as the Band in Residence. Love the atmosphere of the casino and have always wanted to stay there. The room was fairly clean...carpet quite dirty though. Beds were like sleeping on a cloud. (personal fatigue factor could have played a part.) Service was generally good-One rude server in Mr. Lucky's when we wanted to order a carry out...Pool was nice. All in all, very enjoyable.

This was a very nice hotel to say the least! We stayed here for our Spring Break, and it was not very far from the Vegas strip, so it was very convenient. The rooms and the shower were fabulous, and the beds were very comfortable. Great place overall!

Very nice property with amazing pool, nice rooms. Overall good experience, however hotel is 3 blocks from strip and the shuttle stops running after 5pm. If you want the full Strip experience, I'd recommend looking elsewhere (unless you don't mind $20 in cabs every day).

My friends and I loved the HRH all-suite tower. The spa was perfect. Our stay was awesome other than the service. We had to call everyday for clean towels and for them to clean the room.

Stay was fine but did not like the surprise resort fee and as with the extra fee on the car rental. I thought this was a prepaid package deal. Will have to rethink my options time.