Hard Rock Hotel New York — Hotel in New York

We had some mix reviews on our stay. Positives: location is great, very close to time square and many other NY attractions. the staff were very friendly, especially the bellmen and front desk. the rooms are new and in great shape, very clean, and modern food and drinks were good, service wasn't the best. You usually waited a while after you were seated to have someone come see you. Happened both at the rooftop bar and main restaurant.

Negatives: -we upgraded to a nicer room " deluxe king" I believe it was called, it was a bit bigger and had a bathtub. And on the top (33) floor. Shortly after to checked in we got to our room and we heard a high pitch ringing sound that didn't seem to go away. We called the front desk and they sent the engineers up to have a look. And of course when they got there it stopped.... Not to long after they left it started again, we decided to head out for the evening and we asked the front desk quickly if we could switch rooms. That night they were fully booked. They said they would hold us a room for the next few nights if we wanted to change. but they said since covid they have had to put in some filter system, and it makes that high pitch noise in the rooms and it's worse the higher up you are, so likely we'd hear it in another room. So we thought why switch rooms when we paid a pretty penny for our room to begin with. So we decided to stay. Later that night we came back to our room, to find the engineer back in our room.... Which was kinda weird. I understand that house keeping will be in your room when your gone, but not other people, unexpectedly. it made my wife uncomfortable that he came back to our room when we never asked for them to come back. He said he came back to see if he could hear the noise and he said he heard it. And figured its coming from the elevator and would tell the front desk... Never heard back from anyone. So we just wore earplugs to sleep.

we also went to use the bathtub one evening and tub water was brown, And I'm not joking. I thought maybe the tub was dirty so I drained it and refilled it, and same thing, water looked brown. So i drained it and filled it again. This time is was less brown. Either way we called the front desk again and send up another engineer. He said they can't explain it but they said they think it's the reflection of the lights / and or the gold fixtures. Ok, sure, could be. We just decided not to use it. I didn't drain right away this time but when I did the bathtub had brown dirty spots all over after I drained it. I have pictures to prove it. So it was definitely dirty water.

When we checked out later the next day, we mentioned it to them and he said he'd talk to his manager and see what they could do. Told us to go have a bite to eat and come back to complete check out. We came back but of course it was someone else and he didn't mention anything and just sent us the bill.

At the end on the day, we paid inflated prices to begin with because it's December in NY, that's understandable. But We also paid a lot because it's a "5 star" hotel. Which I have no problem paying a price, but I don't think it was a five star hotel experience. And ultimately didn't get what we paid for. We unfortunately don't think we'd stay here again.

On another note, and not sure it's the hotels fault, but we ordered a "black SUV service" back to the airport. But booked it through the hotel. I'm guessing we just had bad luck but our driver was coked out, or definitely on something. Not what you'd expect from a 5 star hotel. At one point our driver stopped in the middle of traffic, put in park and closed his eyes to sleep. And we weren't in a traffic jam, we were moving slowly but definitely not at a standstill. I had to wake him because the car in front of us was half a mile away, and people behind us were honking.

You may think I'm making all this up, but this is honestly what happened.

Picture is bathtub after we drained it after filling and draining it 3x. Definitely was from the...

I faced a confrontational experience with Justin at the front desk within in 2 minutes. Justin lied & said he felt threatened when I said I was calling another Hard Rock hotel to try to get a # to get help at the NYC location, because I expected to have the hotel honor what I was promised. I relied on that promise.

Justin, the 6ft+, large black male with an identity crisis, called security claiming he felt threatened & I needed to be removed.... until he learned I had filmed everything. I’m 5ft 2, 125 lbs btw. My recording also includes confirmation of exactly what I was promised by the hotel.

I had to call 911 because Justin definitely placed myself and my daughter in need of emergency assistance. Security had to assure me that Justin would have no access to any information pertaining to us or any credit card info. Justin is a threat to all customers. Making up lies in an attempt to cause security or police involvement with an individual can result in serious harm to any one. There is no place for employees like that, at any place of business that allows them access to customers and opens customers up to intentional harm!

Cristof, the manager pretends to care and makes numerous promises that were not all fulfilled to date!

The following day a male and female employee opened my door to my room and started to enter without consent & saw me naked! I immediately called the office! I had tried to take a shower but the water was still scalding hot, so I opened the sliding door with a hand towel draped across me (they only give you 3 towels & we had no more) which covered my stomach, part of my breasts and nothing below; I needed my grown daughter in the other room to tell the front desk it’s almost 2pm & we still can’t take showers, we need towels and check out was at 3 for us. I screamed out some obscenities when I saw them in the door way with our door open! A camera was over the door. I called the front desk, Jasna apologized & said they would send some champagne because I said I was so upset I needed a drink after all of the drama at that hotel! Jasna said they were taking care of the bill after all this. The room service person said what he brought was comp’d but he needed me to sign that he gave it to me, and showed me it was a bill because it didn’t have a signature line.

I called the front desk again & Jasna answered again, because I waited over an hour for management to call, and they still hadn’t returned my call. I felt it was incredibly disrespectful after such an upsetting event! I told Jasna that we didn’t have time to check out before our Summit reservations, and she said don’t worry we understand we’ve inconvenienced everyone, leave your stuff & you can check out when you return. She said that everyone was receiving compensation for the water situation. We already missed going to the summit the day before due to the issue with Justin. Cristof was supposed to see what he could do about that loss. We were locked out when we came back from the summit and Cristof accused me of just leaving my things in the room without permission, saying what kind of people are you. I said absolutely not Jasna told us to leave it!

Upon check out we were billed for the comp’d room service bill, which didn’t even match the comp’d slip, and several other things that they refused to explain. I brought the comp’d room service slip to the bar and the blonde female manager said I’m so sorry Ofcourse this is a comp’s slip I’ll take care of that right now. We walked to the front desk & they would not let her leave the office again. Cristof tried to say that no one entered my room, that we opened the door for his staff. He said someone saw the footage and I lied and I said show me the footage and he refused! No one wants strangers to see them naked! Ridiculous! They billed MANY unauthorized charges! An Escalation complaint was filed on 5/27/22 and no answer was provided by Cristof as of 6/13/22, so now his VP has to...

I stayed there for 5 nights There was a receptionist who should be working in the archive instead 🤦🏻‍♀️her attitude . 🤌🏼let’s say I’m the most idiot person on earth ! Ok? Ok . Your job is to make me pay money while I’m smiling . That’s the least thing you can do then you can be an * Ayer I pay you ! I didn’t like how she was talking to us I can’t remember her name but I think it starts with J The rooms are very very very small . We have luggage we left them at the rooms corridor ! The distance between the bed and the wall I think less than meter , let’s say around 90 cm . There is Alexa in the room , which was an entertaining device 😬 You can borrow a guitar but 🫸🏼 you have to go down to the receptionist to choose one and sign a waiver . They have Alexa in your room but there is no such technology to choose from your room a guitar and send it to you . The location is nice The lobby is nice The destination fee is a puzzle : it’s 45 dollars ok? Ok. You can’t use them all just 20 dollars . The 25 dollars are for you to access the gym and use the coffee machine the one in your room and the water to drink ! It’s not a joke . Okay what to use the 20 dollars for ? Wether the restaurants lounges ( whatever they have ) and the room service☝🏻 keep in your mind you will pay more because it says in the menu you will pay $5 + 17% +18% approx. in addition to your order ( what’s the $5 dollars for ? I donno) 🫵🏻you have to use them before 12 midnight . I checked in in the afternoon and I want to use it for breakfast ( as any normal hotel will count the day from check in till 12 afternoon next day )! No ! You should spend it same day till night less than 12 hours or you will lose it . Even their roles are funny and shows how they are greedy ! How they just want to take your money !! I didn’t use the gym and I have my own water and I don’t need your coffee machine ! Why would I pay for you ! 🫵🏻you have to . And if you ask for explanation they treat you as if you stole their money 🤣. They talk to you as if it’s in newyork and all hotels and they talk about taxes and state taxes as if they think I donno ! I’m sorry but I didn’t come to the states to fool me with your lies . It’s something optional in some hotels and some they don’t even add it to you . It’s not my first or second or 10th but I’m there to relax and enjoy my time not to argue with someone who has an attitude We asked for a car to take us to the airport ! It was $120 . They called the driver she was a lady . When we reached the airport she asked for 160! I felt I’m in one of their countries who we all know not the US! How come a hotel like hard rock would do that ! N guess what they asked for cash ! I have no clue what’s going on Is she working for the hotel or for a company or by her own or are they friends and they will split the money or what . Anyway don’t ask they to provide you a car no matter what ! The nice thing about the hotel is live music only . No slippers. You have to ask them for slippers . No kettle. You have to ask for one if you need to drink simple tea . But but ! The tea bags you have to pay for them 🤣. ( make sure before you ask for kettle if they will charge you ! They might change their policy lol) and I recommend you buy a tea from a restaurant or when you go out if they will charge you for the tea bags lol So what ever you need to have to ask if they will charge you or not ! You want to relax when you stay at a hotel while they ruin your stay with those...