Business ProfileforHard Rock Hotel & Casino

My wife booked a room for two nights for herself and I. Something came up that would cause my wife to not be able to show up until the morning of the 2nd night while I would be there the first night. Upon calling the hotel to add my name to the reservation we were instead put on the line with a central reservation group and not the hotel itself. In explaining our situation we were informed that it was not possible to add a second person to the reservation and that only my wife would be able to check in to the room. We were then told that I could ask the front desk when I arrived to see if they would allow me to check in without my wife being present, however, we were told that the front desk would most likely not allow that (the agent we were speaking with called the hotel desk to ask them this question). The only option presented to us was to cancel the reservation (for a fee of one night) or to not check into the room and let the hotel cancel the room (also for a fee of one night). We were also told that the only way to talk to the front desk was to either show up in person, or to cancel the reservation with a note for the hotel to reach out, and they may or may not do so.Not sure why it is impossible for a guest to call the front desk of the hotel that they will be staying at and speak to reception. The listed hotel number goes to a central reservation group for all of the Hard Rock properties. The central reservation group refuses to transfer a guest to speak to the hotel directly or to escalate a call to a supervisor/manager to resolve issues that arise. All in all, this is horrible customer service and upon review of the ********************** policies, there is no written policy requiring that the guest who booked the room be the guest that shows up to check in to the room.