Complaints

This profile includes complaints for Hard Rock Hotel & Casino Lake Tahoe's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hard Rock Hotel & Casino Lake Tahoe

  50 Highway 50 Stateline, NV 89449

• 

  Hard Rock Hotel & Casino Lake Tahoe

  PO Box 6426 Stateline, NV 89449-6426

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:08/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We stayed at the Hard Rock Hotel and Casino on 8/14/23 to 8/18/23 upon arrival about 3pm on the 14th we knew that we would have resort fee but was shocked at the fee of $20.00 per night for parking so I asked if that could be adjusted . I failed to get the name of the person that helped me she said Yes she could do that and there would be a $80.00 credit on our bill. So we went on to our room. It should not be hard to see what employees were working that day. I can describe her. When we checked out there was NOT a credit on our bill and did not notice as we had a plane to catch. The male person whom gave us receipet and was not even intrested in giving us a receipt. Saturday the 19th I called back to discuss this and spoke to ******** and she assured me she would take care of it and we would see a credit. On Monday the 20th I called and spoke with ******* and he gave me the number to call ********************* I left a message and have not heard back. When you are a guest to the hotel and spend alot of money with them you would think parking would be free or a reduced rate. What happen to wanting return customers. Our bill on check out was $194.00 which included resort fees, taxes and parking. Our Bill should have been $80.00 less. We did book thru a thired party and for the vacation for guest of 4 people 2 rooms.When you say you will see a credit on your bill then you expect to see a credit. Upon arrival our room was hot and I went down to complain and they did move us to another. And it seemed a little cooler. At no time in our 4 day stay did they come and clean our room. We at least thought they would change towels and clean bathroom, We had to call room services to get clean towels. Barely any hot water for showers. No refigerator. Hotel could use some updates. elevator to parking garage not working.*****************

  Business Response

  Date: 09/01/2023

  Dear *****************
  
  First, I would like to apologize for how long this has taken for a response and thank you for taking the time to reach out and provide feedback regarding your stay. It truly disappoints us that our property did not meet your expectations and fell short of providing the customer experience we strive to achieve. While we wish you had a better experience, it is feedback like this that we learn from and use to improve. 
  
  Moving forward, we can assure you that our team is working diligently to provide all our guests with an exceptional experience. We appreciate your feedback.
  
  
  Thank you
  
  
  ***********************
  Assistant Director of Hotel Operations
  Hard Rock Hotel & Casino Lake Tahoe
  *****************************************************, *****
  ***********************************************************************
  
  ***************
  ******************************************************
  
  
  
  
  

  Customer Answer

  Date: 09/05/2023

   
  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,
  
  *****************

• Initial Complaint

  Date:08/03/2023

  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.

  My husband and I traveled from WA to South Lake Tahoe to celebrate our 8-year wedding anniversary from 07/20/2023 – 07/23/2023. When we arrived at the hotel the price was significantly higher than we had anticipated when booking (online showed a price of $872.95, actual price was $1,300.00), however we figured it was part of the taxes and fees and took responsibility for not understanding the price at the time of booking. When we got to our room, we noticed that the air conditioning was not working so we asked to be moved to another room which was not available so they said they would lower our price to $1,020.66 and that the air conditioning would be fixed. During the duration of our stay the air conditioning was never fixed so we talked to the front desk because we wouldn’t have booked a hotel that didn’t have air conditioning and especially for that amount of money, so they said they would lower our bill to $619.29. When we checked they charged us the price of $1,020.66, rather than $619.29. The front desk attendant went and spoke with the hotel manager who said they would credit back the incorrect amount to our form of payment. After 3 business days this still hadn’t occurred, so I reached out to the hotel manager and was sent to voicemail in which I left all my information and explained what had occurred offering to email my documentation from the front desk, and I never heard back. I’ve sent online inquiries, emails, tweets, have called daily to speak to the hotel manager (Anna G*****) and the property manager (Brian H*****) and still have not heard back. I finally was able to get ahold of someone on Instagram who said they would forward my information to the hotel manager, whom I still have not heard from. Reservation Information: Folio No: ******* Conf. No: ******* Cashier No: *** Custom Ref: *********

  Business Response

  Date: 08/07/2023

  Dear ******** ********
  
  First, I would like to apologize for how long this has taken for a response and thank you for taking the time to reach out and provide feedback regarding your stay. It truly disappoints us that our property did not meet your expectations and fell short of providing the customer experience we strive to achieve. While we wish you had a better experience, it is feedback like this that we learn from and use to improve. 
  
  We hope you will accept our sincere apologies for the inconvenience you experienced during your time here. I can assure you that it was not our intention for any of it to happen. For the maintenance issues in your room there are no excuses other than we need to make some improvements.  
  
  Moving forward, we can assure you that our team is working diligently to provide all our guests with an exceptional experience. We appreciate your feedback.
  
  
  Thank you
  
  
  Brian H*****
  Assistant Director of Hotel Operations
  Hard Rock Hotel & Casino Lake Tahoe
  ** *** ** ** *** ****, Stateline, NV, 89449
  **************************************
  
  ###-###-####
  **************************
  
  
  

• Initial Complaint

  Date:07/25/2023

  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 stayed at the Hard Rock Lake Tahoe on July 4th and checked out July 5th. At around 4ish pm the ac went out. It was 87 degrees at one point in my room. At night I was extremely stuffy sinus could hardly breath properly because of the heat in the room. I called and spoke to Ray at front desk who was rude and said there is nothing I will do call tomorrow speak to a manager. How dare he. I called front desk at 7am after spending a night of horror and mrs. G***** front desk manager said she will adjust all fees. Weeks later not adjustment. I called over 40times and ray continues to hand up. Philip said the adjustment is there then goes back to say it’s not. The manager will not return my call. I left a message to the director and he has not called back. I want my full $418 back asap.

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Stayed from 7/16/23-7/17/23. I paid $724.60 for two rooms. Rooms **** and **** Customer Ref. ********* I am writing to express my deep disappointment and frustration with the quality of service and room conditions experienced during my recent stay at your hotel. As a valued guest, I had anticipated a pleasant and comfortable stay, but unfortunately, my experience fell far below my expectations.To provide a detailed account of the issues encountered, I arrived at the hotel premises promptly at 11 am on 7/16/23 and inquired about the possibility of an early check-in. At that time, I was informed by the receptionist that an early check-in was available for an additional fee of $25.00 per room, or a discounted rate of $20.00 if paid in cash. However, when I expressed my preference for paying with a card, I was abruptly notified that the rooms were no longer available and that I would receive a call once they were ready. This sudden change left me feeling uneasy about the legitimacy of the request for cash payment.Regrettably, despite the assurance of a callback, I never received any communication from the hotel staff. Consequently, I proceeded to check in around 4:30 pm, several hours later than anticipated. Upon checking in, I was further disappointed to discover that the connecting rooms I had specifically requested were not provided to me.Upon entering the assigned rooms, it became evident that the conditions were far from satisfactory. Both rooms had a strong cigarette odor, which was highly unpleasant. Additionally, there was a constant disturbance caused by a neighboring dog that incessantly barked throughout my entire stay. When I promptly contacted the front desk to report these issues, I was informed that my rooms were designated as non-smoking rooms, and no action could be taken regarding the cigarette smell. This disregard for my comfort and the inability to address the noise disturbance only exacerbated my dissatisfaction.Furthermore, the cleanliness of the rooms was severely lacking. The bathroom floors were covered in hair, suggesting inadequate cleaning, and the overall level of cleanliness was subpar. The headboards in both rooms were noticeably dusty, to the extent that one could rub off the accumulated dust with minimal effort. Such conditions are unacceptable for any hotel, especially considering the prices charged for accommodation at your establishment.I must emphasize that the lack of professionalism displayed by the receptionist is concerning. During the request for cash payment, the receptionist resorted to speaking in Russian, which only heightened my doubts about the legitimacy of the early check-in policy. This behavior not only made me uncomfortable but also raises questions about the integrity and transparency of the hotel's operations.In light of these significant issues, I strongly urge you to address the following matters promptly:Compensation: I expect a refund for the additional fee I paid for the promised early check-in, as the service was not rendered as agreed upon.Room conditions: Immediate action should be taken to address the cigarette smell and noise disturbances in the rooms. Additionally, a thorough cleaning of the rooms is necessary to ensure the level of cleanliness expected from a reputable establishment.Staff training: It is crucial that your staff members receive appropriate training regarding professionalism, transparency, and adherence to established policies. The use of a language not understood by guests during transactions is highly unprofessional and must be rectified.Customer service improvement: I expect your hotel to take these complaints seriously and institute measures to prevent such issues from recurring in the future. Enhancements in customer service and attentiveness to guests' needs are essential to maintaining a positive reputation.I trust that you will take my concerns seriously and address them with the urgency they deserve. As a dissatisfied guest, I am hopeful that appropriate actions will be taken to rectify the situation and prevent similar experiences for other patrons. I look forward to a prompt resolution to this matter and hope that you will restore my confidence in your hotel.

  Business Response

  Date: 08/01/2023

  
  
  
  
  
  
  Dear *******************************,
  
  First, I would like to thank you for taking the time to reach out and provide feedback regarding your stay. It truly disappoints us that our property did not meet your expectations and fell short of providing the customer experience we strive to achieve. While we wish you had a better experience, it is feedback like this that we learn from and use to improve. 
  
  We hope you will accept our sincere apologies for the inconvenience you experienced during your time here. I can assure you that it was not our intention for any of it to happen. For the cleanliness issues in your room there are no excuse other than we need to make some improvements. The issues with the staffing training will be address internally as it should have been long before something like this happened.
  
  Moving forward, we can assure you that our team is working diligently to provide all our guests with an exceptional experience. We appreciate your feedback and will use this as an opportunity to improve our product and we hope to earn back your business in the future.
  
  Due to the issues that you encountered I will be refunding you for 50% of your stay for both rooms. ***** allow 3-5 business days for this to reflect on your account.
  
  Thank
  
  Sincerely,
  

  Customer Answer

  Date: 08/01/2023

   
  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,
  
  *******************************

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 husband and I were placed in the wrong room which violated the hotel's policy. After they realized they made a mistake, they kicked us out in the middle of the street in the freezing temperature at 11 pm assuring they would provide a full refund. Five days after, there is still no refund and they never reached out to hotels.com asking for one. Their supervisor, Jennifer never even came out to talk to us. The manager Anna had no idea of anything going on and did her best to avoid us. See full details of the incident in the attachment. Sincerely, Alena

  Business Response

  Date: 01/16/2023

  Dear Mr. & Mrs. *********,
  
  First, I would like to thank you for taking the time to reach out and provide feedback regarding your stay. It truly disappoints us that our property did not meet your expectations and fell short of providing the customer experience we strive to achieve. While we wish you had a better experience, it is feedback like this that we learn from and use to improve. 
  
  We hope you will accept our sincere apologies for the inconvenience you experienced during your time here. I can assure you that it was not our intention for any of it to happen. As for the lapses in guest service, there is no excuse other than we need to make some improvements.
  
  Because of these issues, we have refunded you for the whole stay. It can take 5-10 business days to see this reflected in your account. The booking was made through a third party, kindly reach out through them for the refund as your reservation was prepaid through them.
  
  Moving forward, we can assure you that our team is working diligently to provide all our guests with an exceptional experience. We appreciate your feedback and will use this as an opportunity to improve our product and we hope to earn back your business in the future.
  
  Sincerely,
  
  
  Azhilley F*****
  Frontdesk Supervisor/ Guest Service Coordinator
  Hard Rock Hotel & Casino Lake Tahoe
  ** *** ** ** *** ****, Stateline, NV, 89449
  **************************************
  
  ###-###-####
  azhilley.f*****@hrhctahoe.com
  
  
  

  Customer Answer

  Date: 01/17/2023

  
  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,
  ***** *********
  

• Initial Complaint

  Date:09/27/2022

  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 rented a room from hard rock hotel casino for $369 for one night. Upon entering the room I observed the smoke detector not attached to the wall and the glass table top overhanging the edges. The desk was not contacted because I had already spent an hour and a half waiting at the desk for check in. Later that night I placed a glass bottle down on the edge of the table and the entire tabletop promptly shattered. I went to the desk and informed them of the issue and that I needed a new room. The desk sent security guard JUSTIN to the room. JUSTIN was incredibly accusing of myself and my significant other and did not show any concern for our safety even though there was glass on the floor. He was more concerned with telling us it was our fault rather than being concerned for our wellbeing. We then spoke with additional members of the security team who treated us in a similar manner. We were told by security (not by management) we would be billed an incidental fee and given a new room and could talk to the GM in the morning. We then went to the front desk to complain about the treatment by security to the manager on duty at the desk, JENNIFER. JENNIFER was equally as unprofessional as security. Rather than hearing what we had to say, JENNIFER and JUSTIN continued to blame the incident on us. We decided to leave the conversation and move our things to our new room then speak to the GM in the morning. Approximately 5 minutes after entering our new room, JENNIFER and new security guards led by DENNIS came to the room and told us we were being asked to leave. I asked for everyone’s name and the name of the manager I would be speaking with in the morning. The refused to give me anyones information and DENNIS repeated over and over that we had to leave, not allowing me to speak. This is retaliation. We went to have a professional conversation with the acting manager to report abuse from her security team and were dismissed, then kicked out onto the stress of Tahoe at 11pm.

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair 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.

  We stayed at this hotel on July 15-17 2022 in room 966. We reserved it under my fiancé ****** **** and used my card ****** ********** to pay. We usually stay at the smaller mom and pop hotels as they are a little easier to get in and out of and less people but we decided to give the hard rock a shot for the first time. Not impressed what so ever. When we got to the hotel, we had booked and pre paid for a 2 bed room since we had our little girl with us. We confirmed with the receptionist at check in that we were getting a 2 bed room. She told us no that it was random. So we had to explain we had booked specifically a 2 bed room or we wouldn’t have booked it. She was pretty rude to us that she had to do a little more work to change the reso. We then got to the room and it was a hot box. It was a hot day so we just thought the AC wasn’t turned on so we turned it on and then left for dinner. When we came back it was even hotter so we called the front desk to have someone look at it. No one showed up so we called again and they brought us a fan. But still no fix to the hot almost 80 degree room. I called a third time and the lady said she would email the manager. At this point we were tired so we decided to just bare through it. We laid down and both the beds were sunk in on one side where you can visibly see you were at an angle. Both beds not just one. We woke up and when we started using the restroom we noticed the sink was leaking at the drain and it was flooding the bathroom. The hot water in the shower would jump from hot to cold violently as well. We called the front desk again and told them the AC was still broken and if someone could please look at it. We left for a few hours and came back to another 80 degree room. We had had enough so went downstairs and told them we were miserable and were going to leave if they didn’t switch us rooms. They did, which we had to pack and unpack everything again. We are not happy with this stay. And had a very bad experience.

  Business Response

  Date: 08/03/2022

  Dear Mr. **********,
  
  First, I would like to thank you for taking the time to reach out and provide feedback regarding your stay. It truly disappoints us that our property did not meet your expectations and fell short of providing the customer experience we strive to achieve. While we wish you had a better experience, it is feedback like this that we learn from and use to improve. 
  
  We hope you will accept our sincere apologies for the inconvenience you experienced during your time here. I can assure you that it was not our intention for any of it to happen. As for the lapses in guest service, there is no excuse other than we need to make some improvements.
  Because of these issues, I have refunded your full stay. It can take 5-10 business days to see this reflected in your account. Kindly reach out through Expedia for the reimbursement as your reservation was prepaid through Expedia.
  
  Moving forward, we can assure you that our team is working diligently to provide all our guests with an exceptional experience. We appreciate your feedback and will use this as an opportunity to improve our product and we hope to earn back your business in the future.
  
  Sincerely,
  
  Azhilley F*****
  Front Desk Supervisor/Guest Services Coordinator
  Hard Rock Hotel & Casino Lake Tahoe
  ** *** ** ** *** ****, Stateline, NV, 89449
  http://www.hardrockcasinolaketahoe.com
  
  ###-###-####
  
  azhilley.f*****@hrhctahoe.com
  
  

  Customer Answer

  Date: 08/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I am not rejecting this offer, I want the full refund as stated by hard rock, and appreciate them doing this. however, on the message it says it will go back to Expedia but we didn’t pay with Expedia, We paid through hotels.com. We have reached out multiple times to hotels.com and received an email today saying they have no record of any refund going through or a start of a refund. They don’t see anything. So either we are getting the run around about getting a refund or???? So not sure what to do from here
  

  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:06/26/2022

  Type:Service or Repair 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.

  We booked our wedding reception at the Hard Rock Hotel Lake Tahoe and had the catering department handle it. It was supposed to be set to be outside on the Alpine Union patio; however, they decided to move it inside the restaurant in a dark corner without our consent. The banquet manager Carah stated that they notified her at 417pm of the move (our reception was to begin at 430pm). She also told us that they should not have moved our reception without either of our consents. We arrived with no personal bartender for our guests. We were missing the ice tea station and the cake cutting service was never given. All of which we paid for. They poorly put out the food stations we ordered in the wrong order and we had other restaurant guests (that were not part of our wedding reception) eating at our buffet. We should have had 4 wait staff completely dedicated to our party, but we were told they were short handed and we only had one. Therefore, we had no staff helping to protect our food stations which were placed in the middle of the restaurant by the bar close to everyone that were regular guests. When we set a meeting with the catering manager Carah and Mary we were told that none of these issues should have happened and that they would meet with Rachelle Q. to see what they could do to remedy these problems. Rachelle Q. was of NO help and completely rude! What we paid for we did not receive and they are in breach of the contract. We paid to have our catered reception and wait staff/bartender on the patio. They said the weather was a factor; however, we were just married outside by Lake Tahoe and I have beautiful sunny pictures to prove otherwise. We also watched as they sat other guests to be served dinner on that same patio that we paid to have our reception on. Rachelle offered to refund $1000; however, we still had a bill of $1757. My issue is that this is a charge of $80pp when dinner at this restaurant is only about $30pp normally without catering services.

  Business Response

  Date: 06/29/2022

  We want to ensure you that our team takes great pride in taking care of our guests. We understand your frustration with the reception being moved indoors and have addressed the pertinent items of the complaint. The weather forecast showed bouts of rain throughout the time period of 9am-6pm on June 18, 202. The staff acted with good intention assuming that would be the best option for the group per the inclement weather. With that, we wholeheartedly understand the timing was not ideal, but the staff was willing to move the event back outside per your request once you expressed concern.
  
  After careful review, we have identified the following items and the associated price per service and have provided the breakdown below for your review.
  Bartender Fee: $175
  Iced Tea Station: $52
  Cake Cutting Fee: $44
  
  These items were taken into consideration and totaled the amount of $271.00. Rachelle Q**** expressed you were disappointed with your experience and was empathetic of your circumstances, in which she offered to reduce the bill by $1000.00.

   

  We wish you much happiness in your new marriage.

   

  Best Regards,

  The Hard Rock Hotel & Casino Lake Tahoe Team

  Customer Answer

  Date: 07/01/2022

  
  Complaint: ********
  
  I am rejecting this response because the weather was not bad.  I was married in an outdoor ceremony and it was perfect.  Furthermore, the Alpine Union restaurant still sat people out on the patio and served them.  This was completely not fair because I paid to have my reception on the patio.  If weather was the issue then why did the restaurant serve other guests outside?  Even with the $1000 credit my total charges reflected about $80 per guest.  I feel that is extremely high when I did not get what was in my contract.  An average dinner at the Alpine is about $30.  Since I did not get what I paid for I feel as though I should have only been charged an average of $30 per guest.  Rachelle was also extremely rude.  My reception should not have been moved to inside the restaurant without my consent.  Carah and Mary also stated that this should not have been done without their consent either.  
  
  Sincerely,
  ****** *********