Complaints

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.

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On October 3, 2024, I stayed one night at the Hard Rock Hotel and Casino in Atlantic City. I had pre-booked the hotel with a voucher that included one free night and $150 credit to be used at certain store and restaurant locations in the hotel. I am an attorney and I wanted to make sure there was no question as to what services/products would be covered so that I would not have any problems later. When I checked in, the person checking me in told me there were changes from my voucher but my $150 credit would be good for any products at specific property locations. I asked her if it was good for only food, and she told me, no, it was good for anything in those shops and that some people used it to buy things such as "flip-flops." I asked her if she could give me something in writing so that there would be no issues later. She gave me a form on which she highlighted the on-property shops that the credit fully covered. This also differs from the original voucher I had as there were different places included. For example, my original voucher included Il Mulino, and the form the woman gave me did not. She told me that I could buy anything at the shops highlighted and I would not have a problem. I have attached the form with the highlighted shops given to me by the HRC agent. I was also improperly charged the resort fee, which was supposed to be waived due to my Icon membership. The manager did admit that I was improperly charged the resort fee due to my Icon membership. She told me they would adjust the bill to take off the resort fees. They did not. On October 13, 2024, I called the HRC customer service again asking to speak to a manager about my bill. I was told they would call me, but they have not. I am seeking a full refund of my bill of $129.16. HRC management is not responsive. Regardless of what original voucher stated, HRC agent told me terms (backed up in document provided) that superseded original terms. I

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 entered the Fresh Harvest Buffet for lunch. I had a service dog with me. The service dog is for anxiety. The hotel approved this so they gave me a sticker on my hotel key to show that this dog is allowed access into all facilities inside the hotel and casino. For example, we were allowed access to the ******************* When I arrived at the buffet, a male manager stopped me and asked me what this service dog is for and I said it was for anxiety. He said a service dog for anxiety are not allowed. I showed him the sticker that the front desk gave me which granted us and the service dog access to all facilities but he still denied me access. I got upset at him and left. I have been contacting their ************************************** for the past six months but there has been no update. I just want an explanation from the manager as to why I was denied access. A clear explanation as to why.

  Business Response

  Date: 08/08/2024

  Dear ************:

  We have received your feedback about your June 30th Fresh Harvest Experience and would like to sincerely apologize for any inconvenience or frustration you may have had regarding this experience. We can assure you that our team strives to provide excellence in all the products and services we offer our guests. Hearing the constructive thoughts and opinions from our customers will only allow us to become better further enhancing our overall guest experience. 

  We understand you have spoken with your casino host, a few times along with the General Manager of Fresh Harvest Buffet about your experience. As the Fresh Harvest General Manager has previously mentioned, the initial decision for denial into Fresh Harvest Buffet was due to the explanation of having an emotional support animal. Per Title II and Title III of the **** emotional support animals, comfort animals, and therapy dogs are not considered a service animal. He also mentioned that it is against BOH codes to have a dogs seated and being fed on chairs/benches. 

  Management did mention inviting you back to Fresh Harvest Buffet with the appropriate contact information & steps to book your return meal.

  We apologize for the inconvenience.
  
  

• Initial Complaint

  Date:06/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am a 100% Disabled Vietnam Veteran. I came to the ********* Casino on June 22,2024 to see ************************* and the 4 Seasons. While entering the Self Parking with my car I ask if there is a way to get to the casino and was told by ****** the attendant that level 3 is the cross walk to the casino. I also asked about ***** parking fee as I am a Disabled Veteran. She stated everyone has to pay. The parking was so crowded that I had to park on 5H. My wife and I went with my mobility scooter up to the entrance to the 6th floor parking. I noticed there was no button for handicap people to open the door so thankfully my wife was with me or I would have to wait for someone to hold the door. We proceeded to level 3 the Casino Entrance and when we got there we were unable too get into the Casino as there wasn't any access for Mobility Scooter. I was told we had to go to the ground floor and enter the casino at the **************. We went down to ground floor and had to go all the way (long walk for my wife who is 75 yrs old) plus the side walk we had to proceed on was very narrow and dangerous for me. In any event we proceeded to the casino and there was 1 door with handicap double doors which we went through. We then proceeded to the Hotel Check In I think and asked to talk to the manger. After waiting and speaking to several people the manager arrived I think her name was Trinity. She stated she could do nothing for me and wouldn't even refund my ***** dollars. I asked for her manager's name and she said is ****** but wasn't avialable. I asked for her last name and she stated don't give out last names. She also stated she was not available and would be back later. I then proceeded to the show and went to the re-entry entrance and asked if I could enter there with my scooter and they told me I had to wait in line and they don't have a hanicap entrance. I am out of space to continue my compliant but the concern of your employees and management team was horrible.

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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.

  Business Response

  Date: 02/01/2024

  Hi *******,

  We would like to sincerely apologize for the inconveniences you encountered while attempting to have your name added to the reservation & would be more than happy to rectify this for you. Our team left a voicemail on the telephone number provided as well as followed up via email with next steps to verify your reservation. Once this information is received, a refund will be processed.

  Thank you!

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Hard Rock Bet expired a promotion without proper notification. Their participation rules are misleading, confusing and purposely so. I should be entitled to have my No Regret Promotion refunded to my account. I sent them a communication but have never heard back from them. There are many people that agree these promotions are intentionally confusing and misleading.

• Initial Complaint

  Date:12/14/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Hello,we have contacted ****************** to celebrate our large wedding there in Oct ****. Our first contact was spring 2023. We paid our deposit as well as an extra fee for a "wedding planner package" that turned out, does not actually do wedding planning, merely sending us email addresses on how to contact the hotel's vendors (something I would not have paid for, as it can be done for free). Due to some employer circumstances on their end it took some time until we got our "planner" (and I say this lightly) assigned, who then proceeded to be absolutely non-responsive and unhelpful. As email chains proof, we had to continuously ask to block our rooms, which we finally were able to contact the department in September 2023. It turns out, the hotel does not have enough rooms for our party - mind you, when signing the contract we changed our wedding date because the hotel advised us, they would not book any other parties at that time and so we easily had enough rooms. The issue got escalated to their I believe management otr superior, who in turn stopped to reply as soon as we voiced that we want a refund although this contract is not being fulfilled on their end (not enough rooms and the planner was absolutely unhelpful and unresponsive). None of the departments seem to communicate with each other, as we have been told things by one person of which another doesn't seem to know anything - are they not taking notes in our customer account? Since then, we have been ghosted, not receiving replies although we followed up. No refund has been issued although we paid for services that were never provided (not for a lack of us trying - we have been reaching out for MONTHS trying to find a solution) - issues have been acknowledged by them via email, just before ghosting us.

  Business Response

  Date: 12/15/2023

  Hello ****:

  Your information as well as the complaint regarding the ********* property has been escalated to our ************* Team as well as the property for the appropriate follow up. We have asked that they contact you immediately to address your concerns. 

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Dear *** or Madame,After attempting to navigate the Contact section of the Hard Rock site, I was unable to locate a means by which to send my inquiry. Online threads indicate that it may be possible to status-match to ************ loyalty program. At the moment, I hold Diamond with Caesars, Platinum with ACCOR, and hold with both ****** and Hyatt. Can you kindly advise if this is possible? Thank you for your assistance in this matter.Sincerely,*************************

  Business Response

  Date: 11/09/2023

  Dear ********************:

  Thank you for contacting Hard Rock Hotel & Casino *************. *********************** currently is running a tier match promotion for all new members. Unfortunately, this excludes ****, ****** and ***** however, we will tier match Diamond (Plus/Elite) cards from Caesars. Please visit the ************ on property with your valid players card to take advantage of this offer. 

  Customer Answer

  Date: 11/09/2023

  
  Complaint: 20846508
  
  I am rejecting this response because:
  
  They are not offering the means by which to do so in a virtual manner. In the year 2023 this is simply a sign of poor faith, not allowing for one to have the assurance of arriving with the match approved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Upon making the spa appointment, we asked what the Service Charge was and the lady on the phone explained that it was the tip included (my mom was not in on this phone call). My mom, aunt and cousin went to the spa and spent well over $500.Anyway, I had explained to my mom what the lady said over the phone. However, when she went to pay, she was confused. She asked the lady at the desk if the tip was included and the lady never responded Yes or No, she just told her the name of the person that performed her massage. So, my mom tipped 20% on top of the 18% that was already included.The lady never stopped to explain to my mom that the Service Charge included the tip and if she wanted to tip additionally, she could. Instead, she let my elderly mom tip on the total price including the service charge and not the original price of $139.Why would you not take the time to explain to an elderly person that is confused about the pricing. My mom was looking for the word Gratuity/Tip and thought the service charge was an additional fee that they just tagged on.When I asked to speak to a manager, ************************* claimed he needed to do an investigation. When he came back, he said that the Service Charge included a Commission and not a Gratuity and that my mom left a Gratuity on her own.Now, he must have thought I was stupid. I know we used the word tip in our phone call and the lady explained it was included, NOW its a Commission which is separate from a Tip/Gratuity. So the person who performed the massage go an 18% commission and a 20% tip based off the total price including her commission38% profit.They knew what they were doing with my mom. Had my mom known, she still would have left a tip on top of the commission to make it a 20% profit.If this is a high-end salon, you explain to people what they are paying for and you dont take advantage. Its not the money, its the principle.

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am writing to express my disappointment and frustration with my recent stay at The Hard Rock Hotel, ******. Unfortunately, I experienced a significant issue during my stay that greatly impacted my overall experience. During my stay at your hotel, I encountered several issues. My room was not available until 5pm and the room was extremely hot. Also, the shower door was broken. Therefore, I could not take a shower because the shower door was off the hinges. it was unacceptable to put us in a room that was out of order. I let the front desk know what was going on and they told me they could not accommodate me until the following day. The following day I had to wait up to eight hours to get another room. Secondly, The vacation planners by the name of ************************************* <**********************> and *********************** *************************************** from the hard rock did a horrible job planning our activities. Because of previous issues, they had to reschedule our spa appointment for Tuesday. When Tuesday arrived for our service, We were notified that, Vacation Planners over booked our spa for Tuesday and changed the time to Monday, while we were on another activity. After speaking with the manager and advising him we were scheduled on XAL HA tour for eight hours and was not advised of the modifications on ************ and time. They claimed due to ** overbooking, we reschedule and we did not have a chance to do It at all. They also said the ** manager authorized the removal for other people. I paid over $2000 dollars for the bold experience and due to negligence and errors beyond my control, we only had access to one activity. I am requesting for an opportunity to have my bold experience with my significant other. I wanted to do something special for her and couldnt with all of our activities being canceled without compensation or replacement. Please assist me with rectifying this issue with your company.

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 come down with a my three sisters. They do not ****** and receive complimentary rooms almost every month. I come and Im the only one that gambles and can never get a comp room. They NEVER ******!!!! Im told I dont have enough points and to go to the players club. I went and was told that I dont meet the criteria, how if I ****** over $100 and they dont ****** at all. I feel blackballed and never had a problem there. We all call at the same time and they are granted comp but not me. I have spoken with customer care, supervisors and managers and keep getting told lies. I love this hotel but feel mistreated when I have inquired about every way that I could earn complimentary stays. I come with my sisters in there comp but again they dont ****** so I feel lied to. This is the only hotel that I stay at and ****** at and whatever is on my account wont allow me to get comp or a reduced rate. Please explain why this continues to happen. Management is not on the same page or trained because the responses are different and dont make since. My sisters are all comped for the week of my birthday celebration 10/4 but I would have to pay over $400 to stay. Unfair to certain customers

  Business Response

  Date: 09/23/2022

  September 22, 2022 Dear ***************************: We regret to read of your concerns regarding the lack of complimentary room offers on your ********* account. While we are unable to discuss anyone else's ********* Accounts with you, we have taken this opportunity to escalate your concerns to our Marketing Team for their review and investigation. They informed us that promotional offers and their value(s) may fluctuate as they are based upon an individuals level of play. Offers are generated by a calculation of numerous criteria, including length of play, denomination played, type of machine played, average bet, etc. Because of this, we can confirm that unfortunately you do fall below the criteria needed to be eligible for complimentary room offers. For a full review of your account, we encourage you to visit our ********* Services center next time you are on property as our team is happily on standby to assist and answer any questions you may have. As a 1x courtesy, we would be more than happy to offer you a complimentary one-night stay on your birthday, October 4th. Should you wish to accept our invitation, please reach out to us directly at **************************** and we will happily assist with making your arrangements. We value your patronage & look forward to the opportunity to better serve you in the future. Sincerely, The Guest Satisfaction Team

  Customer Answer

  Date: 09/24/2022

  
  Complaint: 18017349
  
  I am rejecting this response because:
  
  My family members who do not ****** at all at the property just stayed this week and did not ******.  They called today and were once again given two complimentary nights.  I stress that they do not ******. The policy is bogus. I ****** and still dont get complimentary rooms. There policy is flawed. Im sorry that I love this hotel because they treat card holders different and it is clearly not related to the amount that you ******. I will bring to stay at Ocean or the Borgata. It really is a shame that my husband and I come several times per year to stay there and get nothing. I wanted to celebrate my anniversary with a party of 150 quest but will instead host it at The Tropicana. This is business that should have gone to The Hardrock which was our preference. We were going to purchase 77 tickets also for the Earth Wind And Fire also at the Hatdrock. This hotel lost all of this due to unfairness. Great hotel but not fair.
  
  Regards,
  
  *********************

  Business Response

  Date: 09/27/2022

  Hi *****,

   

  We're sorry to hear of your continued dissatisfaction. As stated, we are unable to discuss other player accounts with you. Going off your own play from your account, it unfortunately falls below the threshold needed to receive complimentary rooms. We have forwarded your correspondences to our Marketing Team so they are aware of your displeasure. We will proceed with booking your complimentary 1 night stay that was offered to you as a gesture of on behalf and will follow-up when we have the confirmation number.