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Hard Rock Hotel San Diego

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Hard Rock Hotel San Diego Reviews (29)

Review: On June 20th 2013 I stayed at the Hard Rock Hotel with a friend of mine by the name of [redacted]. Mr. [redacted] made reservastions for rooms and room was under his name. Upon arrival at the Hard Rock the attendant asked for a Credit Card for Insidentals and I gave her my card and told her that card was only for incidentals and no other charges. Attendant assured me that card was only going to be for insidentals. A week later I Tried to use my credit I was told that my card was declined I then called [redacted] to see what was going on with my credit card and was advised that I was over my limit and also notified that the Hard Rock Hotel had charged $1,082.00 on my credit card. I then told [redacted] that I never authorized any charges verbally or in writing. [redacted] then canceled my card and started a Fraud process and investigation. I have also called the Hard Rock and filed a complaint and have spoken to their finance Department . I had them send me a FOLIO of all charges which I can supply you with . The name at the top of FOLIO states the name of [redacted] but the last the last four digits of the credit card used are from my credit card. I also want to add that I am being assed three different vehicle Valet charges and I arrived in a Taxi cab to the Hard rock Hotel. I have spoken to representative at Hard Rock and told them that I never gave them verbal or written authorization and rep pretty much told me that they have to charge some[redacted].Desired Settlement: I would like all unauthorized charges to be taken off my [redacted] Card Credit.

Business

Response:

I have left a voicemail with [redacted] in order to try and come to a solution to this matter. Please allow some time for him to get back to us.

Director of Rooms

Hard Rock Hotel San Diego

Consumer

Response:

I wanted to let you know that I recieved [redacted] call and a message from a Representative last Tuesday by the business in reference to complaint ID [redacted], and I have called [redacted] which is The Hard Rock Representative that left me the message and have left him 6 messages on 6 different occasions and have not heard a response. This speaks volume of the type of service that this establishment provides. Please try to make contact with The HARD ROCK becuase it is apparent that they do not care about the issue at hand nor do they want to resolve this matter.

Regards,

Business

Response:

I just got off the ph[redacted] with Mr. [redacted]. Mr. [redacted] and Mr. [redacted] checked into the Hard Rock Hotel on June 21st-23rd. Mr [redacted] handed us his credit card for payment (as protocol dictates). The reservation was not pre-paid so a Method Of Payment has to be given upon check-in (for Room/Tax & Incidentals). Mr. [redacted]' credit card was swiped and ID was checked, per protocol. Upon check-out the amount was then remitted via said Credit Card. The contention from Mr [redacted] is that he only gave the CC for incidentals but we have no records of this and no additional CC was given upon check-in. Mr [redacted] contends that Mr. [redacted] was supposed to pay for the stay, yet no additional credit card was offered at check-in.

We would be happy to transfer the charges from Mr. [redacted] card, to Mr. [redacted], if a separate credit card would be provided to us. so far n[redacted] have been provided. Mr. [redacted] could also contact his friend and ask him for a refund of his portion. This matter is between Mr. [redacted] and his friend Mr. [redacted]. As for the parking charges, we would be happy to adjust those off. This matter is now in a dispute with the Credit Card company and we will show that we followed proper protocol and no fraudulent charges has occurred.

Review: The problem is the security staff at the hotel instructed myself and party to vacant the room due violation of the rule. We had no disturbance being made to the suite no complaints made. Their reasoning to me wsa there was open alchol bottle in the room with minors .. I tried to explain to them who was underage drinking cause there was a maxium of 3 out of 15 people who was under the age of 21 and 3 of person was on the outside terrace. The security told me " Im not sure but since they can see open bottles they were not allowed in the room" the time was approx 09:45-10:00pm .. I tried to explain that I need to know which person they felt violated the rules and they refused to tell me who. They gave me no opportunity to address the issue with my guest if the accusation was correct. They yelled and escorted my entire party out of the hotel. I sent a complaint letter and received no response.Desired Settlement: I want a full refund returned back. An appolige from the hotel of the embarrassment that I've recevied that evening. They were not able to provide proof of their accusation .. No police were called which I advise them to call . I order a platimum suite and not a standard room. They were aware that an event was going on when I placed the reservation and also when I checked in.

Business

Response:

The message below was relayed to Ms. [redacted].

"Ms. [redacted], on Saturday night (11/07) you hosted a party in one of our Rock star suites. During the course of the night, Security noticed that a large contingent of that room seemed very young and witnessed several people in the group consuming alcohol. From outside the room, Security was also able to see multiple bottles of liquor on the counter top, including a bottle of Sky Vodka, Ciroq, and a bottle of champagne. Security made contact with the people in the room and started checking for ID’s. Security was able to identify at least five individuals that were under-age and drinking when they first arrived. Unfortunately you were not present during this time and I understand that you were not able to witness this. Nevertheless, it did occur.

Minor consumption of alcohol is a serious violation and warrants an immediate eviction. Once alcohol consumption by a minor is discovered, we have to take action. If we must remove any guests, including paying guests from the hotel, no refund will be provided. This notice is also given in your confirmation email. "

Review: OK! This young man has allegedly 86 me off the property and on that day told all the security if I were seen on the property to eject me. Well first off there were 4 different securities that saw me prior to entry and let me pass just giving me a heads up and asking why that was the guy [redacted] announcing that. 1st I’d heard of it but it would also be the first time [redacted] and I could be adults and speak f2f. I paid $300 for my 3 tickets. As he stood over me while adjusting his suit reaffirming his power. Then he stated firmly “The people you bring here to our venue are just not a good look get them out of here” HOW DARE YOU! Indeed I was at his mercy but he knows nothing of my people. “My People” well we’re the ones that were boots on the ground in Afghanistan defending your right to stand over me and proud cowardly tell me my friends aren’t good enough to come in and to get out.

Humiliating but never the less a part of me on the inside could understand his emotions. But over a dude? I’d hope he’d been more of a professional but never talk to me just talked down to me and asserted his abuse of personal power to be used for his own sinister gratification. I’d like to believe that falls outside of company interest. I’d like a apology and further my name has been tarnished by this kid. You know [redacted] I called HardRock Hotel San DIego today to try to speak with the GM and another guy Name [redacted] ask if I could elaborate as to why I needed to speak with Human Relations.

I'd like my $300 refund for tickets for the Hard Rock eventDesired Settlement: Refund of money spent on event

Business

Response:

We spoke to this guest over the phone and explained that we evicted him for issues we were having with collecting payment. He did not refute these matters but still disagreed with being evicted. We still stand by our decision to no longer conduct business with Mr. [redacted].

Billing Issues

Had a reservation for December 31, 2012 but was a no show – cc declined for payment

Stayed on 12/31/13 – unable to collect payment until January 8th.

Stayed 01/30 – unable to collect payment for $400.00 mbar charge until March 3rd

Stayed on June 08th and we were never able to collect payment for $69.98 mBar charge despite multiple attempts to contact.

We also received a charge back for this stay from VISA despite the CC being swiped on the reservation.

Review: I was a guest at the Hardrock Hotel in San Diego the weekend of July 17th, 2015 along with fourteen other girls. All together we had a total of three rooms. Every room had a issue. One room had roaches, the other room had a power outage and the third room had a problem with the shower. My main issue even after the room issues was the valet. We were not informed up front of the charge for this "service." We noticed a small sign when we were leaving that said something along the lines of see cashier for daily valet rate... It turned out that the rate was $45.00 per night... I'm sorry but this is a rediculous charge, especially when you are a guest and already paid another rediculous charge for the rooms, which as I said all had problems. The valet service representative was rude when I asked about the charge and challenged me when I said the valet person did not inform us. He said, "we always inform our clients, plus valet is never free...". I have been to plenty of places where valet is free, and no we were not informed.Desired Settlement: Simply put, I would like my $90.00 charge refunded.

Review: EXPERIENCE AT THE HARD ROCK 2015

The wrong rooms were booked right off the bat, even though [redacted] was well ware we were coming and that we had

reservations for adjoining comparable suites to what we had last year. The suites were tiny and weren’t adjoining.

It took 2 hours to rectify their mistake and find new rooms.

Which still, weren’t right.

Tired of all the drama, we went with it.

Hard Rock’s Kristie sent up one bottle of champagne and 2 glasses for 6 people…?

Our new rooms were interesting. Though they connected, they weren’t what we had booked last year that we had a voucher for to make up for

all the horrible things we experienced then.

While trying to run a bath, a 1.5’x1.5’ tile fell on my bare foot, exposing the inner workings of the jacuzzi bathtub. Upon closer inspection, we saw that

the tile was velcroed in. Also, the digital thermostat for the bathtub popped out of its casing as it was so corroded on the inside. When I had one of the

other guests look at it, he got shocked, as in electrically shocked. Then water started pouring down from our celling from the room above, not only water but plaster as well.

From the way the ceiling looked, it wasn’t the first time there was a major leak.

Called security, who came right away with their own cameras and video cameras. They were wide eyed, not only by what was happening, which soaked our luggage and shocked one of our

guests, but also by a huge plate glass window that when touched would rock in and out like it was ready to fall out. The security/maintenance guy said, “There is way too much play in this window”

It was about 3 seconds from falling out.

While packing our stuff, we found a drug vial in the couch as well as an empty drug baggie, which speaks to the level of cleanliness at the hotel as a whole.

Management suggested they would change our rooms to something better. What they changed us to was what I had initially booked.

We had multiple problems with security, rude management, etc. I can gDesired Settlement: I am at a loss to suggest a way to rectify this. My charges were definitely out of line and unexplained. And in comparison to what we received, I am way beyond disappointed.

Business

Response:

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.

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 below.

Hard Rock definitely go to any decent measures to rectify this. I 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 injured. This is ridiculous.

Regards,

Review: I checked in to the Hard Rock Hotel San Diego this past weekend on October the 4th for two nights. originally I was promised a room over looking the phone. I arrived and the only room available was facing 6th streets parking lot. I accepted it and went to sleep waking up at about 10am from loud jack hammer and drilling noises. the noises wouldnt allow me to sleep so I called the front desk and was advised that the side of the hotel I am on is doing construction for the next few hours. in good faith the hotel manager gave me a later check out for the following day to make up for it. then the following day(my last day). at around noon house keeping came to clean my room and I told them I was checking out later. then about 10 minutes later after I finally fell asleep again the front desk called my room asking me when I was going to leave because it is past check out time. she was not aware of the late check out and looked into the system and saw it but by that time I was wide awake again. for the hotel to have construction on a Saturday morning at 10am without even advising their guests is not right. I work 12 hour days and was looking for some time to just rest.Desired Settlement: in all fairness due to the construction and problems after, a complimentary 2 night stay to come back and experience the Hard Rock on a good note is what I feel is fair to make up for the 2 messed up days.

Business

Response:

Dear [redacted],

I tried to reach you by phone but I hadn’t heard back from you so I thought emailing you might be a better way of communicating. I truly apologize for the inconvenience that you experienced while you were here. It seems that you stayed here on a previous occasion and also had a negative experience. As hard as we try to be perfect, there are times when we are going to come up short but we try to make up for those incidents by responding quickly and rectifying the problems. We want all of our guest have a rockin’ experience here and we are sad to hear that we are unable to get it right in your specific case. I can see that we compensated you for the incidents on both occasions, by dropping your rooms rates and adjusting various incidental charges. I feel the restitution that have been made are proportionate to the inconvenience that you encountered here.

Thank you and I hope you have a fantastic weekend!

Director of Rooms

Hard Rock Hotel San Diego

207 Fifth Avenue, San Diego, CA 92101

http://www.hardrockhotelsd.com

E-mail: [redacted]

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: On 08/18/2013, I purchased table service at the Hard Rock Hotel San Diego at the Float Bar. When I received my bill, I incorrectly wrote the tip amount. The subtotal of the purchase was $2,031.20. I wrote a tip amount that looked like $4,000. I have no recollection of writing tip or signing a receipt that day. The receipt shows apparently shows that I totaled the amount to $6,031.20 and signed the receipt. I contacted my [redacted] credit card company and the Hard Rock Hotel finance manager the minute I saw the post on my credit card. [redacted], the finance manager, e-mailed me a copy of my receipt and said that I would have to talk to the bar manager at Float Bar to discuss the matter with him. [redacted] did not give me a contact number or e-mail for the bar manager, stating “I will pass along your contact information, and he will call you.” The bar manager called me and we discussed the situation. I told him that I obviously did not want to pay a $4,000 tip on a $2,000 charge. The bar manager agreed and stated “I thought the tip looked a little off, but I didn’t double check because I didn’t want to offend anyone. There have been people that have tipped that much before.” He also stated, “This would normally be an easy fix but we already cashed out the entire tip that night. The only way we could get your money back is to go up to each employee and ask for their money back. But I am pretty sure some of them have already spent it.” At this point, I asked if there was any other way we could solve this problem and he said, “I will have to ask the hotel managers and call you back.” The bar manager never called me back.

I decided to call my credit card company and ask them for advice. The credit card specialist seemed confident that my dispute would be simple to process and complete. They gave me the credit back on my account, but did not say it was temporary. I thought that the case was closed and I was relieved. Thus, I am writing this complaint almost 3 months after the incident. I received a call from my credit card company informing me that I am no longer allowed to dispute this charge. They state that they cannot dispute the charge because I signed the receipt.

I understand that the receipt shows I totaled the amount and sign the receipt, but I have no recollection of this action and was incapable of making decisions at that time. I have witnesses that say that no staff returned to double check that this was the correct amount I wanted charged on my account, even though the bar manager admits the tip was unusual. I have never heard of someone tipping 200% of their bill. I understand that I was not able to make sound decisions that day due to intoxication, but the event that we were participating encouraged that behavior. And thus, I feel that the bar manager and waitress, took advantage of my intoxication to benefit themselves monetarily. I am also concerned as to their practice of cashing out credit card tips the night of the event.Desired Settlement: I am not trying to dispute the $2,031.20 subtotal, which already had a 20% gratuity added. I would just like a refund of my $4000.00 “tip” or any other sort of compensation equivalent to that amount.

Business

Response:

We have reviewed all documents and spoken to all parties involved

in this transaction. The tip was clearly

written and in addition, the total amount was also tallied up correctly on the

receipt, by you. At the end of the

night, we have to process the paperwork and close out all transactions exactly as

the receipt indicates.

We did hear from the

credit card company stating that the transaction was being disputed. All the pertaining information and documents

were relayed to the credit card company as requested, and with complete transparency.

As you stated, they also deemed the transaction to be

completely valid. I am sorry to hear

that you seem have no recollection of this transaction but every protocol was

adhered to on our end.

Hard Rock Hotel San Diego

Review: We booked the second best suite with an adjoining studio suite at the Hard Rock for Superbowl weekend.

I have had a bad experience with this hotel in the past, but I thought we would give it another chance.

My company spends over a million dollars a year in hotels for our conferences and our meetings in various cities around the country.

I thought maybe things had improved, but here were just some of the issues that we experienced;

1. Suite [redacted] has nothing in the mini bar, called down for service. It took & hours from the initial phone call for someone to come and fix this.

2. Suite [redacted] had no lighting. Called down and 2 people came, one noticed that our light bulb was out in our central lighting system. They fixed that.

3. Suite 1201 had a minibar which we could not access. When we tried, the electrical panel came off and all the wiring was exposed and I got a shock.

4. Upon checking in, the valet informed me that parking would be $40/night. When I said we had a Penthouse suite, he said they'd probably waive the fee.

5. Room [redacted] had a fridge blocking the mini bar fridge and it made the area look pretty ghetto. Our room looked like a college dorm room filled with furniture from a random thrift shop.

6. I thought I had dropped my earring in the couch and when I looked under the cushions of the couch, there were drug baggies, hair, beer caps and other trash. It was disgusting.

7. Both rooms were not up to par as far as cleanliness, it was embarassing and filthy.

8. The hostess at the club 407 was incredibly rude to us, we asked about ordering some food to the bar and she yelled, No. She wouldn't elaborate or get out of her seat to even talk to us and give us other options. We ended up getting a pedi-cab to bring an outside pizza to the patio area of the bar because no one would help us. Absolutely ridiculous.

9. Room 1201 had a chandelier over the dining room table that was half pulled out of the celining and had exposed wiring all over the ceiling. Compared to how much we spen on our adjoining suites, this was unacceptable.

10. When we ordered food for the room, we wanted to pick it up and bring it to the room ourselves and they said, No, this was not possible. We had to pay the service charge and the mandatory gratuity.

I ordered food for 4, and asked for the appropriate number of utensils and they sent one.

11. We were costantly asked for cover charges, etc, and had to remind what room we were in.

12. There were no blankets in the room. We called for additional blankets and they brought two after 12 hours. We all froze.

13. Upon checkout and getting my vehicle, they charged me $80 in valet fees, after we had spent over $4,000 on our rooms, and we had one car.

There were so many other issues but these stuck out the most.Desired Settlement: I believe that Hard Rock should make up for all of this by providing a weekend that shows me they

can and want to do better. Because right now, I will be booking my conferences etc at the Andaz or the Omni.

Business

Response:

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."

Review: I patronized the Hard Rock Hotel in San Diego with 30 of my collegues and post graduate friends. We celebrate annually the personal/professional accomplishments of that year and for this outting we were also celebrating 2 birthdays. We arrived at the Hard Rock Hotel on a party bus and had a rooftop section reserved for our party. One of the females in the party was under the influence and as you can imagine after walking in heels all night her feet were hurting. I had two friends walk her to the bathroom as soon as we arrived so she can freshen up. After I made sure the party got seated in our reserved section comfortably, I went to the bathroom to tell everyone to hurry because we were going to cut the cake soon. On my way to the bathroom I was stopped by an employee [redacted] who informed me that "they" were trying to kick the girl in the bathroom out and if she didnt come out looking functional she had to go. She wasnt walking straight I was told. I said okay, I understand. I went into the bathroom 1, to use it myself and 2, to round everyone up. As I was washing my hands [redacted] barged into the bathroom causing an alarming slamming sound as the door hit the wall, and she extended her forearm to hold the door wide open as she barked at us. Telling us, which at the time it was 5 women from my party in the bathroom that we all had to leave, and leave at that very moment! Or she would get security, I told her I just talked to "[redacted]" and he said as long as she came out and was okay she could stay. She kept going back and forth with me saying we all needed to evacuate the bathroom at that moment. Being that I am the one with the background in Managerial Customer Service when it comes to nightclubs and bars my friend always look to me to handle any controversy. So I immediately asked to speak to her manager because I felt attacked at the way she was talking "at" us, and not "to" us. She said the manager will not talk to you up here, you need to go down in the lobby he will talk to you there. I told her when I was done in the bathroom I would go look to speak to her manager and I was not moving an inch until I was done. She continued barking at us saying we needed to leave immediately, we were being kicked out and she has the right to refuse service to anyone. At that point I was appalled and didnt say another word to her, I know who I wanted to speak with. Its not what you say its how you say it, and that night [redacted] was out of line. So out of line in fact that I did speak to her manager [redacted] that night and in doing so I missed the cake and being able to celebrate with my firends because I was told I HAD to wait in the lobby area to speak with him and he would not be able to just come requests for me when he was done speaking to another complaining patron. [redacted] was the epitome of rude and does not need to work in customer service, she needs serious coaching. I am appauled at how the business handles complaints never should I have been made to miss celebrating because their policy says I HAVE to wait in a certain area to be seen. We drove all the way from Los Angeles, CA and I missed everything because of HORRIBLE customer service and INCONSIDERATE policies. I am in no way defending my friend if she was drunk I accept that, it comes with the business they're in. I understand people under the influence being a liability, at the end of the day I understand business. I have a Masters in international business. What I dont understand is how I was treated, how we all were treated paying guests. That I have no understanding for, period.Desired Settlement: 1. [redacted] be coached out, clearly she needs to be up to speed on how to speak to customers. She needs formal back to basics classes on customer service, maybe she forgot the industry she works in. She also needs a refresher on the legacy of the business in which she represents because she is a repulsive representation the Hard Rock brand.

2. The company update the policy of how an in person, on the spot complaint is handled. I never should have to miss celebrating with my friends because the manager doesnt move from the area he is in. Someone should have came and got me in that case when [redacted] was ready to speak with me. I should have not been forced to wait in the lobby while he finish with a different patron.

Business

Response:

We called the guest back and she informed us that she would return our phone call this week. At this point, we are awaiting for her call back.

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 below.

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Description: Hotels, Restaurants

Address: 207 5th Ave #1, San Diego, California, United States, 92101

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