We just stayed at the Hard Rock over Labor Day weekend. I love the scene at the Hard Rock. Loud music, young crowd etc. but I was so disappointed in our last stay. When I booked with them we asked for a pool view. Upon checking in the gave us a "mountain side" view. No mountains just the back of an ugly building and roof. We asked to be moved so they upgraded us to a pool side room. They did not inform us however this would be an additional $25 a night. I thought I had already booked a room with a pool view?!? We get to our new room and the view of the stage is amazing we are so excited, only to get changed to go party and notice puke all over the room (lamp shade, floor, even ceiling). They made us wait there for a housekeeping manager to come inspect it. She apologized, but didn't really care. They moved us for the 3rd time in an hour to the last room at the hall with no pool view again. It was so frustrating!! The manager told us she would give us a $50 food and drink comp and wave our resort fees. We said great, thank you!! Upon checkout there was no manager to be found and we had to fight with the checkout host to get about 10 random charges taken off of our bill. We were charged for Jack Daniels that apparently was set off by the motion detector, upgrading to different rooms, the resort fees and food and beverage that they said they would comp. We tried to explain to him what had happened, but he said because there was no manager he could only wave one resort fee. I find it hard to believe that there is not one manager in the building to speak with. We ended up paying a huge bill and I had to deal with the whole mess when we got back. The hotel is very fun, but the Hard Rock's level of customer service was disappointing. We came to have fun, spend money in their casino and any chance they got, they tried to rip us off upon checkout. As much as I enjoyed my stay the first time at the Hard Rock, we will not be going back again. What a headache!!
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negative