text: If you are thinking of staying here because of the convenience of many restaurants nice remodeled guestrooms and a first class pool then the Hard Rock is your place but nnBUYER BE WARNED nnThe customer service at this hotel is a nightmare I booked two pool view queen bed suites in the HRH tower aka the ultra premium VIP tower for my friends bachelorette party months prior to my arrival date I called the hotel three times before we arrived to ensure that we would have beds for people per room and adjoining rooms one of the phone calls I made was literally the day before I arrived When we arrived to the hotel I was informed that we would not be in queen bed suites and instead given a king room with roll away bed In addition our suites would not be adjoining let alone on the same floor After some tactful negotiation I was upgraded to a deluxe pool view suites and would be given extra linens for a guest to sleep on the couch in each room and our suites would at least be on the same floor At this point I got on the hotels website from my phone to see that the hotel was not even fully booked for the weekend and they were showing queen suites in this tower still available nnWhen I arrived to my room I found that a deluxe pool view room meant that there was extra square feet to the room with an extra chair Big deal My room did not even have a view of the pool I immediately called down to the manager on duty and explained our situation Ashley was her name She explained to me that it is not in the Hard Rock Hotels policy to guarantee queen suites even when a guest has booked AND payed in full for the rooms MONTHS in advance I understood as it was a busy weekend but was concerned for the guests in my party who had paid to sleep in a BED like this was so much to ask for She offered to upgrade us down grade in fact to normal rooms in the Casino Tower with NO CHARGE TO US but Ashley added The rooms in that tower are NOT AS NICE nnBy this point I was frustrated so I asked her if I could talk this over with my guests and get back to her Three conversations later one of which was with another manager named Grant who HUNG UP on me even though I was composed and polite the whole time Ashley negotiated to refund us per room as a COURTESY because the hotel had done NOTHING WRONG which I never received at checkout and adding an additional roll away bed to each suite so my guests would have somewhere to sleep I settled with this nnAn hour later we received our luggage not at the fault of the poor bell desk person who was the sole person on duty he was actually very nice and apologetic Thus I called Ashley again to tell her about once again the poor customer service we were receiving She at this point told me she was UNDERSTAFFED for the hotels opening season weekend and that she could offer me no other help She added I was more than welcome to leave the hotel at no cost to me if I would be OFF THE PREMISES in minutes nnDue to the fact we could find no other place for a group of to stay this weekend we did bunker down and stay nnIT IS NO WONDER THAT THE HOTEL HAS RECENTLY FILED BANKRUPTCY The customer service alone will bar me from ever considering them as a place to stay while on vacation in Vegas nnThe only highlight to the hotel was the pool but BUYER BE WARNED this section is owned and operated by a separate management group Thus you can enjoy the pool facilities at the Hard Rock without being a guest there nnnAll in all THINK TWICE before staying at this hotel the DRAMA is not worth it