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Business Profile

Hotels

Seminole Hard Rock Entertainment, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Seminole Hard Rock Entertainment, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Seminole Hard Rock Entertainment, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 44 total complaints in the last 3 years.
    • 20 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      there was a glitch with internet connection. costed me $500. they refused to fix the situation! now im here writing about it

    • Initial Complaint

      Date:10/31/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I opened a sport betting account with them payed in$250.00 dollars. I had a almost $ ****** dollars in winning but unfortunately the application for betting is stopped working on October 28 2024. I contacted them I got a automated answer we will contact you in 24hr. They did but they suggested repair did not work. I tried to work with them but no success. I suggested to transfer the money I have in the account to ****** and after that I can open a new account. Looks to me they are not really interested.Please try to help me in this situation. Thank you ***** ****** My phone number is ************

      Business Response

      Date: 11/15/2024

      This has been forwarded to Hard Rock Bet Management.  They will reach out to the guest directly.  Thank you

    • Initial Complaint

      Date:10/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I place a bet with them and something happened with one of the legs of the bet. So I messaged them to ask what would happen and they told me the leg would be void and odds would be lowered (picture attached). Once the bet settles. The bet settled as a loss and they refused to honor what they told me in the chat. They gave me false information and then failed to honor what they told and in the process I got beat on about $1000 possibly more. Someone needs to be held responsible for giving out the wrong information and they should have to honor what they told me. I contacted the gaming commission this morning as well cause if they are doing this to me how many others have they done this to.

      Business Response

      Date: 11/15/2024

      Information has been forwarded to ****** Management they will reach out directly

    • Initial Complaint

      Date:10/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I've been betting on hard rocks betting app but now it isn't allowing me to withdrawal my winnings. I have three accounts I use for deposit and withdrawals. Sometimes I can deposit and withdrawal, other times, it won't allow me to.

      Business Response

      Date: 10/22/2024

      We have forwarded this to *******  The management team there will reach out to the guest.

    • Initial Complaint

      Date:10/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My husband and I went to ********* Live Venue on September 27, 2024, and we were sent out of the theater by the staff just for dancing in the aisle during a salsa concert, and for touching the shoulder of the staff representative to request a discussion with the manager about the reason for not allowing us to stay. After a long conversation with the staff and supervisor we apologized for the incident but the staff personnel mentioned that touching an employee was a violation of their rules, and treated us like criminals doing vandalic actions by using the police at the theater and not allowing us to enjoy the second part of the performance. This type of treatment towards clients who pay for expensive tickets, which are what keep the venue running, is inconceivable. Furthermore, we would like to suggest to the owners that for this type of concert with dance music, the venue should allow an area for people to dance and enjoy the show as needed and not limit the clients to having a good time.

      Business Response

      Date: 11/15/2024

      This guest was contacted by *** the day we received the BBB Complaint.  I'm not sure why BBB is not getting my messages when I'm moving these cases along.

       

    • Initial Complaint

      Date:10/15/2024

      Type:Product Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We had reservations at the **************** hotel with check-in for our family of 10 (two room reservations) on May 31, 2024. The ********* is owned by the The Seminole Tribe of Florida located in *****, Florida. When we checked in our rooms were not as promised, food was not available as promised (its an all inclusive), the staff was very rude. So, we went to the front desk to complain and, since they seem very much like they didn't care, either, we asked if we could leave and not be charged. The front desk associate checked with his manager and they said if we left within 1 hour (by 11pm) we would not be charged. The associate had us sign check-out documents with the amount of the reservation charge that would be waived, but told us he could not give us the documents until the next morning when his boss would be back. We believed him. We did not even spend 1 night at the hotel. We contacted the hotel several times over the next few days and could not get anyone to respond to our requests for the documentation we signed when we left. Since this time we have filed a complaint with our credit card, but *********** refused to reverse the charges since we had no proof of the refund promised us. We contacted the hard rock many, many, many times (a letter is attached outlining our attempts to resolve the issue). We are have been emailing with the Hard Rock over the last 2 months and now they have said they will not refund approximately $10,000. WE DID NOT EVEN STAY THERE 1 NIGHT!!! - there were no services provided for this large amount of money. This is extreme!!! We are asking for the BBB help in getting the Hard Rock to refund our money. The Word document attached is a copy of the emails/back forth through Sept 29th. Thank you!

      Business Response

      Date: 10/16/2024

      We have forwarded this to the property Leadership Team for resolution.

      Customer Answer

      Date: 10/29/2024

       
      Complaint: 22412266

      I am rejecting this response because the business is not offering any sort of reasonable resolution. Their response is to offer us the ability to stay during non-blackout days, but literally every holiday, the entire summer, 5 days before and 5 day after each holiday and the entire summer is blacked out. Meaning, the resolution is worthless.

      Additionally, the blackout periods are subject to change without notice. This is not a reasonable offer that anyone in their right mind would accept.


      Sincerely,

      *** ******

    • Initial Complaint

      Date:10/03/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      9/21/2024 I deposited 200 in my casino app. Won money. On 9/26/24 the suspended my account because they said my 2nd deposit was returned. I did not make a second deposit. I didn't need to because I had money in my account. They deactivated my account. I want it back.

      Business Response

      Date: 10/17/2024

      This has been forwarded to Hard Rock Bet Leadership

      Business Response

      Date: 10/18/2024

      Account was activated on 10/4/2024.  It had been suspended due to charge backs and player's claim that he did not authorize.  We requested documentation supporting his claim.  We are now waiting for the guest to respond.

      Business Response

      Date: 10/18/2024

      We will update when the issue has been resolved.

      Business Response

      Date: 10/18/2024

      Account was activated on 10/4/2024.  It had been suspended due to charge backs and player's claim that he did not authorize.  We requested documentation supporting his claim.  We are now waiting for the guest to respond.

    • Initial Complaint

      Date:09/30/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      As of september 27th, 2024 at 12:48 am my hard rock account was reactivated from the deleted status due to an incorrect phone number that they made a nightmare to just simply change. Upon logging in for the first time and making my first deposit at 4:04 am the app decided to suspend my account for failing location verification. Now support is claiming I logged into a deleted account from multiple phones and they still have my money.

      Business Response

      Date: 10/16/2024

      We have forwarded this information to the ************* Leadership Team.

    • Initial Complaint

      Date:09/22/2024

      Type:Sales and Advertising Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We booked out stay the ********* Hotel in ********* (receipt attached). On our 2nd night, we arrived late at night with two young children, only to find that the room had not been cleaned (even tough we requested it over the phone) and the ** was not functioning. The temperature in the room was close to 80 degrees Fahrenheit. When we raised these concerns with the hotel staff, we were informed that the hotel was fully booked and that no other rooms were available. After an initial tech inspection, they assured us that the ** would begin working soon. After two hours of waiting in what felt like an overheated room, a technician confirmed what we had been saying from the beginningthe ** was indeed broken. It was not until almost midnight that the hotel was suddenly able to offer us alternative accommodations (clearly they had room available..just not for us). The first room they provided reeked of tobbaco smell, which we declined. Eventually, we were moved to another room late into the night, by then our trip had been ruined. Throughout this ordeal, there was no apology or sincere effort to address our concerns. Instead, we were offered "free" coffee and the removal of the dubious "Destination Fees," which felt dismissive and inadequate under the circumstances. In the morning, the manager ***** ****** was literally lauging at our faces (I literally had to ask was funny about the situation), when I told him that the hotel had no problem asking 2 young toddlers to wait for hours in a hot room. This is not the kind of treatment you would expect from decent people. I declined the refund of the destination fees, because we did not received what we had paid for, which was a good and respectful service, therefore a full refund was required, and still is.

      Business Response

      Date: 10/18/2024

      Escalated to HRH NYC Leadership Team

      Customer Answer

      Date: 10/21/2024

      OK. I will await message from Hard Rock NYC leadership. 

      Customer Answer

      Date: 10/31/2024

       
      Complaint: 22321905

      OK. I will await message from Hard Rock NYC leadership. 

      Sincerely,

      **** *******

    • Initial Complaint

      Date:08/26/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up online for the Hardrock Bets application through the Seminole Casino and used a credit card to place funds in the account. I went on the application to remove the 2 credit cards and there is no option to do so. There is no contact phone number and only chat and email options. I opened a live chat and they refused to remove the 2 credit cards on file. They are preventing me from controlling my financial information and preventing fraud by maintaining what credit cards I may and may not want attached to an account.

      Business Response

      Date: 08/28/2024

      We will forward directly to the Hard Rock Digital Sports Bet Team.  They will be able to assist.

      Customer Answer

      Date: 09/02/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *******************

    Seminole Hard Rock Entertainment, Inc. is NOT a BBB Accredited Business.

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