Hard Rock Hotel San Diego

We are in touch with this guest and we are confident that we can come to some sort of arrangement [redacted] width="600" # Director of Rooms Hard Rock Hotel San Diego Fifth Avenue, San Diego, CA 92101http://www.hardrockhotelsd.com E-mail: [redacted] @hardrockhotelsd.com Direct Line:+1- [redacted] ; Mobile Phone:+1- [redacted] Fax:+1-619-568-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear unsatisfactoryThe hotel reimbursed my razor to my company's AMEXA mailed check would have been betterOtherwise, I accept the business response Regards, [redacted]

We have adjusted the requested amount and notified the guest

Hey ***, we sincerely apologize for the lack of sleep! While the environment here can be a little festive on the weekends, it shouldn't encroach on other guests trying to sleep The All Access Pass is a fee that is assessed to all reservations and is clearly indicated on our website and Online Travel Agencies Looks like you had two separate reservations, one via CWT and one via Expedia We have adjusted the AAP for the night you booked via CWT and in addition, we refunded the $for your lost razor, totalling a refund of $ Hopefully this resolves the matter to your satisfaction and you'll be back here someday soon Hard Rock Management

.]RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider... this complaint resolved. Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to
perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear unsatisfactory.The hotel reimbursed my razor to my company's AMEXA mailed check would have been better.Otherwise, I accept the business response
Regards,
*** ***

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hard Rock definitely go to any decent measures to rectify thisI mean, our ceiling was pouring water all over our luggage and they couldnt even comp a night or cop even our room service; Just one item.Our window almost fell out and we could have been seriously injuredThis is ridiculous
Regards,
*** ***

We are in touch with this guest and we are confident that we can come to some sort of arrangement.
[redacted]
width="600" " width: 6.25in">
Director of Rooms
Hard Rock Hotel San Diego
Fifth Avenue, San Diego, CA 92101http://www.hardrockhotelsd.com
E-mail:[redacted]@hardrockhotelsd.com
Direct Line:+1-[redacted]; Mobile Phone:+1-[redacted]
Fax:+1-619-568-

Email sent Ms. [redacted] below. 
"Hey [redacted], I’m sorry to hear that you had a negative experience at our Hotel. We looked into this matter and I wanted to provide some clarification on a few of the items you brought up. We found out that both reservations were made by [redacted] on...

January 17th. Mr. [redacted] came to the front desk on January 31st to prepay the room and tax for each room. At both the time of reservation, and when he came to the front desk, Mr. [redacted] requested the mini bar from both rooms to be locked or pulled. At the same time he requested that a refrigerator be put in the suite. Mr. [redacted] made this request very clear by repeating it multiple times while he was present at the front desk. We were merely doing what we were told by the person paying for the room. Regarding the Valet charges: Valet charges are not included in the rate, this charge applies to all rooms, whether they are standard rooms or Rockstar suites. You brought up a slew of other issues and it’s clear that you weren’t satisfied with your stay and ultimately, that is what our goal is. I once again, want to sincerely apologize for not being able to complete our mission and would like to offer you a $200 adjustment to your final bill."

While this account doesn't represent the complete picture, it's evident that the stay was not as expected and we certainly regret that.  We have been in contact with Ms. [redacted] and have adjusted various charges off her final invoice.

Hey [redacted], we sincerely apologize for the lack of sleep! While the environment here can be a little festive on the weekends, it shouldn't encroach on other guests trying to sleep.  The All Access Pass is a fee that is assessed to all reservations and is clearly indicated on our website and...

Online Travel Agencies.  Looks like you had two separate reservations, one via CWT and one via Expedia.  We have adjusted the AAP for the night you booked via CWT and in addition, we refunded the $37.30 for your lost razor, totalling a refund of $62.72.  Hopefully this resolves the matter to your satisfaction and you'll be back here someday soon. 
 
Hard Rock Management.

The reservation in question was reserved through a 3rd party site, therefore the Guest is not subject to the hotel cancellation policy, rather the cancellation policy of the 3rd party site.  If the 3rd party site agrees to refund the money to the Guest, the hotel will certainly refund the money...

to the 3rd party site.  Currently the hotel has no ability to refund the Guest directly as it did not take payment for the rooms.

.]Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider...

this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear unsatisfactory.
The hotel reimbursed my razor to my company's AMEX. A mailed check would have been better.
Otherwise, I accept the business response.
Regards,
[redacted]

We have adjusted the requested amount and notified the guest.

Review: On Saturday August 30, 2104, I stayed for one night at the Hard Rock Hotel in San Diego. I came for the night to watch the Dodgers play the Padres at Petco park. I was wrongfully charged $72.58 for mini-bar items that I did not open nor consume. I have talked to reservations agent [redacted] via e-mail and she forwarded my complaint to [redacted]. Mr. [redacted], I believe, is in charge of room service and the mini-bar operations. Mr. [redacted] conducted an investigation and concluded that I did open and consume these items. I totally disagree with the findings since they are grossly false. I did not open or consume ANY of the items which are on the list that was billed to my account. Here is the list of the mini-bar items that the hotel wrongfully charged me for:

1 EVIAN LG 10.00

1 EVIAN LG 10.00

1 EVIAN LG 10.00

1 BANDOIT 6.00

1 DIET COKE 4.00

1 TRAIL NUT MIX 4.00

1 JELLY BEARS 4.00

1 M & M'S 4.00

1 PRINGLES S&O 4.00

SUBTOTAL 56.00

20% SVC CHG 11.20

TAX 5.38

TOTAL 72.58Desired Settlement: I am rightfully entitled to the $72.58 that was wrongfully charged to my account. I want this amount refunded because I feel a business should not be charging customers for items in which were not opened and consumed.

Business

Response:

We have adjusted the requested amount and notified the guest.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My wife and I checked into this hotel on Sunday July 7 and checked out Monday July 8. Two days later, while checking our bank statement, we came upon a charge from Hard Rock for $57.02. When we called and asked about the charge, they said it was for our use of the in-room mini bar. When we told them we only consumed one bag of peanut M&M's and not the laundry list of the other items, they referred us to their Finance Department. Several phone messages by my wife and myself went without as much as a call back. Finally, today 7/15/13, their Finance Department called me back and I told her that there must be a problem with how they inventory their rooms because we never used the drinks from the mini bar. She checked with the department responsible for those things and he advised her that they did a check and had to replenish items they say we took. At that point she said my request for reimbursement was denied. I asked for all the documentation proving their claims and I have not received anything. They are completely dismissive and act as though they couldn't care less. My wife and I feel there is a problem in their operations and are extremely upset that they aim to steal our money. We have spoken to [redacted] in Finance, [redacted] the Day manager and left many messages with the GM, [redacted], I believe.Desired Settlement: All we want is our $57.02 back. It is ridiculous that they would basically call us liars when there is a clear problem with their staff or their protocol.

Business

Response:

This matter has been taken care of. The amount was adjusted and returned to the guest.

Review: September 12-14th, I had stayed in Hard Rock Suite 0660 for my sister's bachelorette party. September 15th, I received my invoice and responded to "[redacted]" regarding the mistaken bill charge. We had two suites room # [redacted] and [redacted], not room [redacted]. Since I wanted clarification, I called Hard Rock that night and was transferred to [redacted]'s voicemail, a member of the finance department and I left a voicemail. Tuesday, I called [redacted] again, hoping to have this resolved and remove those charges from my account, no answer, I left a 2nd voicemail. FINALLY, Wednesday I received a call back, 48 hours had passed and [redacted] assured me it would be taken care of that day and he will investigate the charge and have the room service manager call me back. Thursday, no call back so I call [redacted] to follow up and check on the status of those charges. He gave me the runaround that the bottles were missing from my room and I was very upset that no one had called me and I also wanted to have a copy of the full inventory report, we did not drink any wine bottles and I needed proof that the bottles were never consumed.

Thursday evening I received a call from a man named [redacted]. 3 days have passed and these mini bar charges are still on my account. [redacted] listened to my frustrated vent session and told me his manager, Ari, has to approve all refunds. [redacted], also mentioned that at that point, an investigation had not taken place yet. [redacted] had said the investigation took place and the bottles were in fact missing and then [redacted] informs me otherwise; no con. [redacted] advised me to email Ari because "he is so busy over the weekend" and in fact I did and 6 days have passed and I haven't received a response. At this point, 3 emails have been sent and 5 phone calls, yet I've only gotten the runaround and no resolution. We reserved two suites, bought bottle service at their club, 207, and they are giving me the runaround over a mistaken $67.39 charge.Desired Settlement: I only want a refund of the $67.39. They have given me the complete runaround and clearly do not care about how they treat their customers. I don't care if they overcharged me $20 or $70, they have given me the complete runaround and failed in every aspect of quality customer service. I would not even ask for a discounted room rate or one night free stay because I am so disappointed after this experience that I will definitely be making my next SD reservations at a neighboring hotel.

Consumer

Response:

.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I stayed at this hotel from Friday, June 12 through Sunday June 14, 2015. I had three issues:

1) The hotel has a contract with my employer for BUSINESS travel. This is despite the fact that the cater to a clientele that likes to celebrate and do so in their hotel rooms both before and after bars close. I was delighted to not sleep for two days because the hotel's security and guest experience staff were unable to control the excessive noise on the seventh floor (i was assigned room 741)

2)The hotel did not adequately disclose is has an "all access pass" in the information supplied to [redacted] Travel, my employer's corporate booking tool.

3) I left behind my Parker vintage butterfly men's razor. I left it behind in the vanity area. Unless the maid did not clean the room between guests, it should have been discovered and returned to the hotel lost and found, where on the following Monday, no one had turned it in. I had to replace this at a cost to me of $37.30Desired Settlement: I request a refund of the "all access pass" for both nights. I also request a reimbursement of the $37.30 for the replacement razor. If the respondent refuses, I will contact my corporate travel desk and explain the impropriety of a hotel charging a very valuable company a resort fee for employees who are working and not able to use the amenities associated with the fee.

Business

Response:

Hey [redacted], we sincerely apologize for the lack of sleep! While the environment here can be a little festive on the weekends, it shouldn't encroach on other guests trying to sleep. The All Access Pass is a fee that is assessed to all reservations and is clearly indicated on our website and Online Travel Agencies. Looks like you had two separate reservations, one via CWT and one via Expedia. We have adjusted the AAP for the night you booked via CWT and in addition, we refunded the $37.30 for your lost razor, totalling a refund of $62.72. Hopefully this resolves the matter to your satisfaction and you'll be back here someday soon.

Hard Rock Management.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear unsatisfactory.