Hard Rock Hotel & Casino Lake Tahoe

booked stay from the 10th of November to the 13th. on the morning of the 12th I informed the security desk and the front desk that our roon had been broken into. I too pictures on my phone of our door being propped open due to a hard plastic material being jammed into the door jam. at the time nothing was missing and we didn't think much of of it until my girlfriend who had left her wallet in the room the night of the 11th had fraud on multiple of her credit cards. One of which she had just activated the day before. The hard rock security team took a statement and said they were going to look into the situation and pull all the codes to see who may have accessed the room and propped the door open. we also asked that they remove the plastic from our door jam explaining that we did not feel safe. Not only did this never happen be we never heard back on the issues. After check out we we were told someone from the security would follow up with us. upon calling in on the 15th of November to check on the status I was told that they were still investigation the issue and they would call me back. I have still yet to hear back. out side of the poor service and the fact they had little interest in looking into how and why out room was compromised they charged us a resort fee at check out but could not explain what this fee was for since they did not have pool or another accommodations available. Hotel reservation number [redacted] for [redacted] and another room for [redacted] Room broken into was [redacted] and I have pictures of our door jam having plastic stuffed into in and the cell phone number of the security person named [redacted]Product_Or_Service: hotle room stayAccount_Number: [redacted]Desired SettlementI would like the resort fees refunded and at minimum one night or stay refunded. we were able to have the charges disputed through our credit card company how ever the hassle and time to cancel them and reorder them and then the lack of follow up on the company part. $148 and 83$x2 rooms $166 total refund of $314. Business Response Contact Name and Title: [redacted] Security DirContact Phone: (775) 589-7611Contact Email: [redacted]On November 12, 2015, Security was contacted by the complainant and his female companion who was not mentioned in this complaint. Both parties alleged that the door to their room had been found ajar upon returning to their room at about 10:30 PM on November 11, 2015 but nothing inside the room was found to be missing. On the morning of November 12, 2015, the female party discovered that her credit cards had been fraudulently used to make purchases. The credit card(s) in question were still in her possession and she alleged that whomever entered her room via the propped door copied her credit card information and was responsible for the fraudulent purchases. The cards were allegedly left out in the open inside the room. The in-room safe was not used to safeguard the property. An investigation was initiated and revealed that the only persons who accessed the complainants room on November 11, 2015 was a housekeeper and person(s) in possession of the guest room key. Housekeeping Key ID#32 was used when housekeeping entered the room for cleaning at 3:23 PM on 11/11/15 and the entry was clearly documented in Housekeeping records as having occurred. Twenty minutes later, Guest Room Key ID#87 was used to enter the room at 3:43 PM. Key ID#87 is specific to the complainant's room and was issued to the complainant upon check in. Key #87 was first used by the guest upon arrival on 11/10/15 at 10:04 PM. The same key (#87) was used multiple times on 11/11/15 both before and after housekeeping was present at the room. Guest key #87 was used to enter the room at 3:43 PM, 7:09 PM and 11:03 PM on 11/11/15. At no time on 11/11/15 did the guest report finding their door propped open by material jammed in the door.The housekeeper who cleaned the room on 11/11/15 has never been the subject of any prior complaints and has no recollection of anything unusual at this room. Housekeeper denies involvement in any wrongdoing. Based on all available information, there were no findings indicative of any negligence by the Hard Rock Hotel and Casino Lake Tahoe or its staff. The allegations made in the Revdex.com complaint and the complaint reported directly to the Hard Rock on November 12, 2015 are disputed by the electronic lock interrogation. There is no alternative evidence to support the allegation that the door was propped open as claimed by the guest or that any member of the Hard Rock was in any way responsible for any fraudulent activity involving the guests' credit cards. The guest failed to use the in-house safe that was provided at no additional cost to the guest. The information used to conduct this investigation was based on verbal statements provided by the complainant, a written statement by the female companion with a contact number different from that listed on this complaint, and various internal controls. The written statement by the female companion reads as follows: "Door appeared to be propped open last night around 10:30 PM. Didn't think anything of it except credit card numbers were used. Since the credit cards were left in the room out in the open and the card was new and hadn't been used we surmised that someone must have entered the room and taken the credit card numbers. Card used at office supply store - ATC Star Cross (Illegible) squared grip $469.20. 11 AM 11/11/15 to 11/PM 11/12/15."A message has been left at the phone number provided on this complaint but no return call has been received as of this time. If further details are required, please do not hesitate to contact me directly.Respectfully Submitted,**Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Facts- card numbers stolen from hotel room. Fault -hotel Asked to have our room fixed because hard plastic had been stuck in our door jam and we did not feel safe. This never happened. Did not realize I needed to pass the bar before issuing a complaint. The fact we worried about or saftey after complaining of identiy theft is unacceptable. I texted the guy a picture of the door jam yet they say they never had the proper number to call us back on it. The fact that they are trying to pick apart out complaint and basically telling us it's our fault is infuriating. It further confirms the character of the employees and Management of that establishment and cements our choice to never affiliate with this establishment in the future.We will use whatever social media and word of mouth to warn about the safety and customer service issues of the hard rock hotel.

First off the pool was broken and they never told us when checking in. Then all the ice machines in the entire hotel room were broken. The room smelled like fish. In the bathroom the ceiling was falling a part. The tub drain did not work and then metal pieces were falling in the tub. There was hair in the tub and it was filthy. When I went and complained they told me that they would give me 1 of the nights for free and move me. When I got home they not only charged me for both nights they also doubled the charge so I had $900 taken out of my checking account. I can't get a hold of anyone in management to fix. I have contacted corporate and am waiting for a call back. This hotel needs to be either shut down or completely redone and not open until it is fixed. The customer service is awful.Desired SettlementI want someone from the hotel to contact me to reverse the charges. This is a financial burden and causing me unnecessary stress which is affecting my health. Final Consumer Response I received my refunded money back today but I still think that the business needs to be investigated for their poor customer service.

I would like to express the dissatisfaction I had with the Hard Rock Hotel during my stay over the Memorial Day weekend for my best friends wedding. Apparently that was the same weekend the hotel opened the rooms in the main building. Upon arrival we were immediately checked into a room on the 7th floor, when we arrived to the room the TV and phone were not working, in addition a tech guy walked it not knowing that the room was already assigned to guest to work on the TV he had just installed. We were quickly assisted by the bell man to get another room, once we settled into the second room and ready to freshen up, the bathroom was not completed, the shower head, faucet and handles were not installed and the parts were strewn all over the bathroom. The bell man then assisted us to get another room, which took 30 minutes. After we were sent to the next room, we found that there were no lightbulbs in any of the lamps, at this point we had enough and was tired of switching rooms, with all of these inconveniences we missed the rehearsal dinner for the wedding! In addition to all these things, the toilet was dirty, there were no shower curtain or hairdryer and the water in the tub did not drain so we were showering in our dirty bath water. Also the rooms were very hot, the cooling system apparently did not work, when we addressed it with the maintenance person, he advised there only a central piping and that there was nothing he could do. The whole stay we had to leave the window open and the current weather was rainy with scattered thunderstorm. Not once during my stay did a manager come and address the inconveniences we had, being that it is the Hard Rock and my first time, I expected more. During my checkout, a manager wouldnt even come out to talk to us and had the poor front desk person to speak to us in their behalf, which is very unprofessional. I can go on with a list of my friends issues who also stayed during this time, one room the door did not lock and maintenance couldnt fix it and switched them to another room in which the shower ran brown water and they had a sliding door that opened fully to NO balcony!! What if we had not noticed the door not being locked, anyone could have walked in and stolen their things, what if we had our children with us and they opened the balcony door and fell out. These are issues that I would like you to be aware of, not once did anyone in your hotel take accountability or even acknowledged these issues during our stay. In fact all your workers feedback was complaints that the hotel should have not opened the new wing so quickly and oh well for us. I did receive a call from the hotel a few days later, but for what, at that point I was already upset about the whole stay.Product_Or_Service: RoomDesired SettlementI would like a partial refund for the stay.Business Response We have refunded the charges collected by the hotel ($65.44 to Visa ending in 6891). Since the room charges were paid to [redacted] not the hotel, we are unable to do a full refund, however we are offering a complimentary 2 night stay for a future date as compensation. Please contact [redacted], Reservations Supervisor at 775.589.7638 or[redacted] to book.Thank You.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I will accept the complimentary 2 night stay as a resolution to the complaint I submitted. I will contact [redacted] shortly to book the reservations. Thank you for your assistance.Final Consumer Response Unfortunately the Hard Rock Lake Tahoe has not responded to any of my request for reservations that they offered. I emailed [redacted] on Saturday, July 11 in regards to making reservations for the two complimentary days they offered. I have not heard back, I also provided two follow up emails and two follow up calls with no response. This does not provide a resolution to my initial complaint and I am more frustrated with the Hard Rock.

Over all we had a bad stay due to under-staffing. As a result of under-staffing wait times were long, for Valet, Bell and room service.To Whom it May Concern,I would like to express my sincere disappointment in the Hard Rock Hotel and Casino Lake Tahoe. We arrived on a Wednesday night around 5PM. We valeted our car and used the Bell Service for our bags. We were both tired and hungry from the drive up from the bay area but weren't able to go down to the restaurant as it took over an hour to get our bags. After an hour, I went down to retrieve my bags from the Bell and they brought it as they were insisting I not take my own bags. I feel as if this is management's fault as it became clear over our 2 day stay that the hotel was grossly understaffed. Valets were not only parking cars, but running service as Bellmen.I had attempted to order room service during the second day of my stay and was told that the wait would be close to an hour. I was not going to wait an hour for coffee, which was what I wanted to order. So I instructed room service to forget about it.During our stay we experienced a power outage which led to our door malfunctioning. As a result, we didn't feel entirely too safe leaving our room. At the times we did leave the room, we were forced to wait for an elevator. Not because the hotel was overbooked, but because there was only one elevator in our building working. I am the one who alerted the front desk to the elevator having issues, as I almost got stuck in the elevator. When I went to alert the front desk, they gave me a blank look. Maybe because they thought I was an it, but probably more so because they thought... "Not Again!" I know this was not their first week open, and their kinks should be worked out by now.I have tried 10 times to contact the hotel since my stay, but for the most part my calls go unanswered. I have left numerous voice mails on their general line. The one time I was able to get through they transferred me to their customer service manager, Adam Newcomb. I have left him a message to no return. In total I have spent more time dealing with the issues I've had at the hotel more than actually enjoying my stay. Desired SettlementI am seeking reimbursement for my stay and would like to see improved service at the hotel.Business Response Contact Name and Title: [redacted] - GMContact Phone: [redacted]Contact Email: [redacted]We have reviewed your case and are issuing a reimbursement for your stay to the credit card on file. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Refund issued. New manager [redacted] contacted me and informed me that [redacted] had no longer been with them and he took care of my complaint for me. Took a little bit, but I received my refund.