Hard Rock Hotels review: Unacceptable behavior and policy's

I recently had a very disappointing experience at Hard Rock Casino & Hotel in Hollywood, despite being a member of their Unity program and a frequent guest.

I had reserved a complimentary two-night stay, but upon arrival, I was informed that no standard room was available. While I was temporarily upgraded to a suite, I was required to move to another room the following day, which was highly inconvenient and disruptive to my stay.

Additionally, I spent a significant amount of money at the casino and invited my son as my guest. While I briefly stepped away from the VIP gaming area, my son was asked to leave by staff members identified as Gina (bartender) and Shawn (security), even after he explained that he was there with me. This is now the second time this exact situation has occurred, despite me having filed a previous complaint.

I also want to mention that I dined at Oak Restaurant during my stay, as I often visit several restaurants within the property. My experience there was excellent—manager Felipe was fantastic, and my waiter Leyden provided outstanding service. They both made a great effort to ensure I had an enjoyable evening, which I truly appreciated.

I want to make it very clear that this issue has nothing to do with my host, who has always been attentive, professional, and provided excellent service. She has consistently gone above and beyond for me. However, the overall communication among staff is very poor, and there needs to be greater respect and coordination when dealing with valued players and their guests.

This repeated issue is unacceptable. Guests of loyal players should be treated with respect and consistency, not subjected to embarrassment or removal without proper understanding of the situation. It reflects poorly on staff training and internal communication.

It is especially disappointing to have such a positive experience at the restaurant, only to be mistreated in the casino shortly after.

Given these repeated inconveniences and the unprofessional handling of my son, I am extremely dissatisfied. Until there are clear improvements in communication and how guests of players are treated, I will not be returning. There are many other casinos that offer a far more respectful and seamless experience.

Overall, this was a frustrating and disappointing visit that did not meet the standards expected from a property of this level.

VICTOR FARINAS