Hard Rock Hotel Guadalajara — Hotel in Jalisco

I had a reservation booked through hotels.com and was told my reservation wasn’t received when I arrived at 11:35am on Saturday November 30th. The lady at the front desk (only woman at the front desk) told me to have a seat and that she would look into it because she didn’t see me on file. After 1 hour of waiting at the lobby I went to her again and she said they hadn’t found anything . I wanted for another 30 pans went to her again and she said they found my reservation and was getting the details sent to her from hotels.com. She told me to come back at check in and that everything would be good to go. Confused I asked her to please confirm as at that point I just wanted to ensure my stay. I told her that if it came down to it, I could pay my stay directly through them and would dispute the other reservation with hotels.com when I got back home. She assured me that was unnecessary. My family and I came back to the hotel at 5:30pm and was told that my reservation wasn’t received. I asked why the lady had confirmed it was received earlier. They ignored my question and proceeded to tell me the same thing, that nothing was received. I asked to make another reservation and paid cash for my stay. I called today to make sure I had the correct name of the lady at the front desk who assisted me when I arrived to add to this review and was told they can’t take my call because they are busy. I asked to please speak to a manager and they said management is busy as well. I asked what time someone would be available and they said after 4pm. This place is a joke. What a shame to have this type of customer service. I cannot recommend this place and will never again stay here. Additionally, there were roaches in the room and the tub jets were not working when we got there. We called maintenance and they fixed the issue after waiting for 45 minutes. By the time we got upstairs to the pool area, it was closed. This was at 6:40pm. I proceeded to go inside anyway because I was told they close at 7pm and people were inside. The lady that was at the entrance told me they were closed. I told her that their information said they close at 7pm and asked if I can buy a drink and be there for 10 minutes. She said ok but wasn’t happy to have me there. Clearly they didn’t want anyone going in because they were ready to go home. Very rude and unwelcoming. The employees are not happy and that is obvious. I am from Jalisco and I love Guadalajara but it it is an embarrassment to have people like them receive you. I rate this place a -10. Big thumbs down. They all put on a fake smile. This was only part of my ridiculous experience. I don’t have time to go into the other issues we had, don’t have time to...

We arrived for business meetings and stayed in the hotel 5 nights. First night we go to the bar down stairs security see's us coming down. We spend a lot of money on drinks as tehy are very expensive in comparison to anywhere in Guadalajara. Even more expensive than Vegas. We had some customer over and we called it a night 2 hours later. We tried to go to our room and the security wouldn't let us in. We went to the manager 2 times and finally they let us up in our room. We were very calm and just though they were doing their job. The following night the same thing happened. were we were being harassed for being Hispanic but when other cultures passed by they wouldn't even ask anything. They passed with no problem. On Saturday night 2 of our local friends came to visit us for less than an hour and we were charged a fee for having 2 additional people in the room. On Sunday we bought some souvenirs and a local co worker and his wife. They came over just to pick up some souvenirs and they were not allowed to come up. Not only that the couple had their anniversary coming up and he was going to surprised her by booking a couple nights but left very disappointed. The hotel wanted to charged them just to come up and pick up the souvenirs. We asked that a security could come and they said no. I went up got the souvenirs and gave it to them, I apologized but they were very upset of the treatment they were getting in their own city. I always been a fan of the hard rock in Vegas, San Diego and Florida but i will never stay on this hotel again. Please work on the customer service and know that we are paying the highest rate of any local hotel not to be charge more for any...

Horrible horrible experience. Had two rooms - both parties would never stay here again.

My wife and I’s first room, filthy. Turned a blind eye to it. Sink clogged. Requested assistance and they said they’d send someone right up - nothing. Waited 1.5 hours, then called again. Finally after 9pm someone came up to help. Requested our room to be serviced, no one even came up. On the 19th floor, and super loud. The other family in the other room had the same experience. Tons of noise (we heard drills from construction) and about 4 x 1-2 min long trains come by (sounded like it was almost in our hotel) from 3am-6am.

We finally went downstairs and they switched us rooms to the 23rd floor. The new room, nearly just as filthy. The shower was disgusting, so this time we took it upon ourselves to clean. We had milk in the fridge only to find out 6 hours later, it didn’t even work. At 9:30pm, we called and the lady lugged up a new fridge. Here we are at 9am thinking we are finally settling in, and realized the ceiling is leaking water in the bathroom and it’s a total health hazard.

Knowing we will have to switch rooms again, we’re livid. Called the front desk requested the GM and it’s like bodyguards not wanting to transfer us. They said come and see what we can do. What a FREAKING JOKE. I’ll make sure to share our experience with anyone and everyone online and offline. For the price we paid we court have stayed at NH collection but unfortunately chose this disgusting place with an ignorant staff. Who wants to switch rooms 3 times and burn our time during our vacation with family?? If...