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“HRH Tower on NYE”

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Hard Rock Hotel and Casino Las Vegas
Ranked #78 of 264 Hotels in Las Vegas
Reviewed 17 January 2013

What an experience. Even though it was a major holiday "weekend", the staff was all so friendly. Learned to play poker -- the poker lounge staff was excellent. Mansaa is a great host and his staff of dealers were exceptional. In the HRH tower, the staff, particularly Mark and Eloy, were so charming. It didn't feel like a holiday weekend. It felt like home. This is my 3rd stay and I can say it's official now -- we are hooked. We won't be staying anywhere else but HRH tower. Any room in the hotel is nice. But, HRH's separate valet area, private concierge and check-in make it tough to go back to regular rooms, valet and check-in. They spoil you.

  • Stayed: December 2012, travelled as a couple
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Thank Staci Y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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5,485 - 5,491 of 8,941 reviews

Reviewed 16 January 2013

We went here around Christmas 2012 as part of a family vacation and rented three rooms for 4 nights each. We thought we were getting a good deal on the price through a 3rd Party online agent, but the overall experience was awful. I will list all the things that went wrong:

1) We were supposed to get a "mountain/city view" room, but they put us in a room on the third floor which provided a terrible view of their roof, and industrial A/C fans.

2) Immediately after check-in, we realized that each of our rooms had some problem or the other: dirty bathroom floor, strands of hair on the floor here and there, broken/torn/missing furniture pieces, damaged wood, etc. We instantly mentioned this to the Front Desk agent who apologized and offered to move us into a different room. We had to deny this offer as we were super tired from a 10-hour drive with the kids and needed to get some rest. So, the hotel offered to send maids later on and offered to waive the "Resort Fee". We accepted that offer for the time being (however, we had to fight with them at check-out time because they conveniently denied that they ever offered this to us because the Front Desk agent forgot to make written note of it).

3) On day 4 (our final day), one of the kids got extremely sick with a fever and diarrhea. We had ordered room service breakfast earlier so we're not sure if that was related. Also, several people began noticing red streaks and small blisters of sorts on their legs and arms (this only happened to people who slept or showered in one particular room in our booking). We called Front Desk and mentioned this to them. Their response was to send someone to take pictures of the affected body parts and refer the issue to their "Risk Management" department. We were told that a person named "Kim Cowley" would get back to us. However, she did not communicate with us, so we had to call her after the Holiday season.

4) We demanded some corrective action due to the illness people suffered which was obviously related to one of their rooms since it only happened to individuals who spent considerable time in that particular room. Kim (from 'Risk Management') flatly denied our request. She said they found nothing in the rooms which would cause our ailment. OF COURSE, she would say that. She works in RISK MANAGEMENT - not Customer Care! Her job is to minimize the company's risk, not ours. She wouldn't be managing much of a risk in the eyes of her superiors if she admitted that something may have been wrong with the room! Conflict of interest.

I asked Kim for at least a partial refund to which she replied that she can't because we didn't go to a doctor! We never claimed that the illness was anything major, but it did occur as a result of something in one of their rooms! We simply requested a fitting redress of the issue! We went there to have fun, not to make rounds of the doctor's office. Also, that factor is a moot point because the evidence was clearly visible. They have pictures of it, and she even told me she won't give us the pictures unless we subpoena her. That clearly implies that she has something to hide, and it shows that she has her company's best interest at heart - not ours, naturally!

All they had to do was to genuinely apologize for the issue and refund a decent amount of our money for this health inconvenience. Instead, Kim Cowley gave classic Corporate canned responses which shifted responsibility and blame away from her company. Job well done, Risk Management!

By the way, this doesn't even include the fact that their "4 Star" rooms were more like a "2 Star" hotel. As I previously indicated, the rooms had several pieces of broken furniture, torn or stained upholstery, super dirty sofas, and non-functioning plumbing (for example, the large shower head in my room didn't work at all). Does anyone expect that sort of stuff in the "All Suites Tower" at a "4 Star" property?

I would highly discourage everyone to avoid this property. It's dirty and worn, it's too far from the strip to walk, and the Management doesn't seem to think that taking care of customers should be a part of their bottom line.

Room Tip: We stayed at the HRH Suites Tower and it was a terrible experience. If you care about your health an...
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  • Stayed: December 2012, travelled with family
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8  Thank Pream
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hard Rock M, Front Office Manager at Hard Rock Hotel and Casino Las Vegas, responded to this reviewResponded 14 February 2013

Thank you for sharing your experience at Hard Rock Hotel & Casino Las Vegas. Please accept our sincerest apology for the room condition. The feedback provided will help us address the areas of opportunity that may need attention in an effort to prevent any future concerns.

I very much appreciate you taking the time to list the several areas of concerns which detracted from you having an excellent stay. I have communicated your issues to our housekeeping as well as security departments regarding your in room and family oriented concerns.

At Hard Rock Hotel & Casino Las Vegas, we take pride in extending a positive guest experience and level of service. If you have any further feedback, please feel free to contact us at contactus@hrhvegas.com.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 January 2013

Stayed three nights at the Hard Rock - Hotel was great! Room was HUGE - so big, the remote wouldn't work from the bed to the TV it was too far away! Had a door that opened to the rooftop. Great to get fresh air. Linens were clean - bathroom was clean. A little skimpy on the towels, but whatever. Used the gym, it was well appointed. The coffee shop was AWESOME - be sure to get the mini-donuts. Went tot eh concert New Years Eve (Black Keys) and the hotel knows how to move a crowd along. Overall, great stay, quiet (with the exception of one night when the hotel was rockin'!) good service and close to everything we wanted. Would definitely go back,

Room Tip: There is more than one tower available - we were in the Casino Tower, at the end of the hall, third...
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  • Stayed: December 2012, travelled as a couple
    • Value
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Thank pitsbrgher
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 January 2013

I came to the Hard Rock for an event that took place at The Joint in the hotel. The Joint was actually a really great venue, so for that reason I liked it. But the Casino leaves something to be desired. Impossible to get a waitress to get you a drink while you are gambling. And if you finally do get one, by the time she comes back with your drink, you have moved on to another game table. Also, only one Texas Hold 'Em table?
As far as the rooms go, the bed is fantastically comfortable with great linens and a nice puffy duvet. The rest of the room is just ok, nothing special, but at least it was clean. Very stark with the black and white decor, and a bit tired. The bathroom was kind of stingy on the towels.
The staff was quite friendly. We were able to check in early, and they were really nice at Lucky's Cafe. The hair salon was convenient right in the hotel too with friendly staff as well. The fitness area had a variety of machines but was on the small side.

  • Stayed: January 2013, travelled on business
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1  Thank SylLovesToTravel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hard Rock M, Front Office Manager at Hard Rock Hotel and Casino Las Vegas, responded to this reviewResponded 11 February 2013

Thank you for sharing your experience at Hard Rock Hotel & Casino Las Vegas. It has always been one of our top priorities to address any guest concerns or challenges. We very much appreciate your positive comments regarding the Joint, your bed linens/mattress, and positive experiences at Mr. Lucky's and Reliquary Spa. I have forwarded your comments regarding casino floor staffing and game table availability to our casino management as well as mentioned your notes about the in room decor. If you have any further feedback, please feel free to contact us at contactus@hrhvegas.com.

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Reviewed 13 January 2013 via mobile

I was at the Hard Rock for The Black Keys concert on New Years Eve. The casino was very cool with lots of cool stuff on display! Wonderful place in Vegas! Very clean and even with smokers the air was clean. The food at the Restraunt we ate at also was excellent and the service great!

  • Stayed: December 2012
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Thank badmire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 12 January 2013

Since people visiting Las Vegas do not spend much time in the Hotel room, a comfy bed at night to get a good night's sleep is important. The Hard Rock has this.
However, nothing else about this hotel is noteworthy. No cups in room. No coffee. Just the bare "black" necessities. Black is the theme color of the room.

  • Stayed: December 2012, travelled with friends
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5  Thank Susan L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hard Rock M, Front Office Manager at Hard Rock Hotel and Casino Las Vegas, responded to this reviewResponded 14 February 2013

Thank you for sharing your experience at Hard Rock Hotel & Casino Las Vegas. Please accept our sincerest apology for the room condition. I very much appreciate your positive comments regarding our matresses and bedding. I have also communicated your concerns regarding your glasses and other in room amenities to our housekeeping management. The feedback provided will help us address the areas of opportunity that may need attention in an effort to prevent any future concerns.

At Hard Rock Hotel & Casino Las Vegas, we take pride in extending a positive guest experience and level of service. If you have any further feedback, please feel free to contact us at contactus@hrhvegas.com.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 January 2013

The HRC LV is great FUN and one of my favorites. The dealers are professional and the atmosphere throughout is both rocking and service-oriented. I personally really appreciate the atmosphere with the dim lighting, dark colors, slots volumes turned low, and great music--a nice break from the bright lights and chinging sounds in other places. Always spotless.

  • Stayed: April 2012, travelled as a couple
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Thank RomanticTravelers888
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hard Rock Hotel and Casino Las Vegas

Address: 4455 Paradise Road, Las Vegas, NV 89169-6574
Region: United States > Nevada > Las Vegas
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#31 Spa Hotel in Las Vegas
#34 Luxury Hotel in Las Vegas
#36 Casino Hotel in Las Vegas
#64 Romantic Hotel in Las Vegas
#67 Business Hotel in Las Vegas
Price Range: £48 - £211 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Hard Rock Hotel and Casino Las Vegas 4*
Number of rooms: 1504
Official Description (provided by the hotel):
Hard Rock Hotel & Casino is Las Vegas’ off-Strip playground, just minutes from McCarran International Airport. Mixing rock ‘n’ roll with class and sophistication, Hard Rock Hotel offers an energetic entertainment and gaming experience. The property is known for its innovative music scene where acts such as The Rolling Stones, Bon Jovi, Paul McCartney, Incubus, Nine Inch Nails and The Killers have all performed. Hard Rock Hotel has 1,500 fully modern, state-of-the-art rooms with all of the services and amenities of larger casino hotels, while still preserving an intimate and exclusive environment with unique advantages such as its world-class pools and comfortable boutique feel. Hard Rock Hotel & Casino is the premier destination entertainment resort, located on 26 acres on Harmon Avenue. ... more   less 
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Also Known As:
Hard Rock Las Vegas
Las Vegas Hard Rock Hotel Casino
Hard Rock Cafe Las Vegas
Hard Rock Hotel Las Vegas
Hard Rock Hotel And Casino Las Vegas

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