Oh ok! I just didn't want to leave a long rant of a post lol. It's was just generally a bad experience at that hotel where the only good thing I can say about the hotel was that it was close to the con center. I can share a few highlights.
It started even before I checked in. I drove there and it was an adventure to get to valet. They didn't believe me that i was staying there. I had my email, reservation but i figured they were just being strict.Than upon check in they wanted to charge $25 a day for wifi and amenities like the pool, gym, 207 lounge etc. All those amenities are closed because some celebrities are staying there and some of those have been reserved for parties. I tild her that too and front desk agent just laughed. I have their rewards program and the front desk agent said she never heard of the program when i mentioned it to her. Her manager came and said the rewards program doesn't do anything . I am like ok well thanks for letting me know. Also we weren't allowed to wait in the lobby. I was waiting for a friend for dinner and the hotel staff said I can't wait in the lobby and sent me to my room. She says go back upstairs or wait outside! I've never stayed at a hotel where the lobby is forbidden to wait in. Day 2 I was only allowed to use 1 elevator because the other 2 were just for celebrities. I thought ok whatever but than the day of EW party they wouldn't me use any of the elevators to get to my room on the 7th floor. They told me to go to the other end of the hotel and use those or take the stairs. When I tried to take the car out they said they weren't taking valet calls because of the party. So I paid 50 a night to have my car trapped behind celebrities cars. Checkout time came and I asked for bell service and no one came. Called again and the guy said oh we forgot we are busy. At this point I just want to leave and get my car from valet but plot twist they aren't 0taking valet calls. So me and my group go downstairs finally get a guy to find our car. 3 trips up and down to get our stuff in the car. I should mentioned that I tried to checked out like 5 times and never got my bill. I finally get a txt 3 hours later saying I checked out. I will never stay at the Hardrock again. I will say that most people staying there were industry people but the hotel needs to decide if they want to be a celebrity hotel like The Pendry or a half assed hotel experience for us regular folks.
Edit to add that the hotel was insanely noisy at all times of the day! You know your hotel stay was bad when the noise level wasn't even the worst thing about the stay. And l never received my hotel folio. I emailed them already.
I know its a little late posting but I'm so sorry that experience happened to you. I always avoided hard rock off my list cuz of the noise level. But to go into detail of what type of customer service you experienced I would definitely have been speaking to management and not letting it go. For them not giving you a bill you can't even dispute claims. I for one would be hoping for that email on feedback and rating them a very low score. Also posting your negative experience on google/trip advisor/yelp or whatever platform they want reviews at. Maybe you could then get management and see if they could refund you part of your stay.
I understand celebrities stay at hotels but to just give them all the elevators especially on EW party night is ridiculous. The hotel has to let people with disabilities use those amenities. In addition, what if you had certain health conditions as a factor. Some people would not be able to take the stairs and climb that many floors. I would have definitely argued about those factors when they are blocking access.
And charging fees that you are not going to be using amenities like pool/gym to use I would let management know that this is fraud and you would dispute that with your credit card company.
As for them telling you that you cannot wait in the lobby, I would have just stayed there and pretended that you didn't hear them. Pretend your on the phone or something. What exactly can they do if your waiting in the lobby, it's a free space and you are a guest staying at their resort. Especially if your not blocking any areas or disrupting others, they shouldn't be harassing you. If anything I would get that person's name and report them to management for harassing you. I haven't been in hard rock recently so do they not have a sit down area in the lobby?
