Hard Rock Cafe — Restaurant in Key West

We had an unfortunate experience at Hard Rock of Key West for our wedding reception. Communication started out great with Alicia in the beginning but then slowly started to go downhill, the closer we got to our wedding date the harder it was to contact her. We also made plans with her at least a week ahead of time to meet with her and see the venue in person for the first time, after driving 6 hours, she cancels on us last minute. She had another manager speak with us and let us tour the space which was fine and we were both understanding of the situation because maybe an emergency came up. Fast forward to the day before the wedding, she again cancels on us and at this point we are starting to see a trend, the anxiety is also kicking in because we have yet to meet Alicia in person and go over some questions and concerns we had. The day of the wedding reception, Alicia was again a no-show- we had no attending manager present at our reception to ensure things went smoothly. And things DID NOT go smoothly. Food requests that were put into our contract were not served. For example, we requested mashed potatoes with the steak and salmon entrees and instead received french fries. Everyone was supposed to get brownie hot fudge sundaes for dessert, instead we all got rock-hard cold brownies on a plate. A signature drink was served without our knowledge, and it tasted like rubbing alcohol, very embarrassing. And if that wasn't enough, my husband and I were never served food! We had to flag someone down and ask for waters to drink and food, we were served 45 minutes after everyone had finished eating. Traditionally, the bride and groom are served first.... obviously this wasn't the case. And there was no manager present for us to talk to! We took pictures of everything and immediately emailed Alicia about our experience and we received no reply. SHOCKER! I sent her a follow up email to discuss and she said that she would have to talk with the staff on duty that night and confirm what happened with them, are you kidding me? Never received any reply from her weeks later. Absolutely poor customer service. Also there was no signage downstairs alerting other diners that there was a private event going on upstairs, so we frequently had random people popping in....very sad with...

The most frustrating place I've had to deal with. I'm getting married next month in Key west and was planning a dinner at the hard rock cafe after our ceremony. In April, I was in contact with the service coordinator, who agreed to allow us to have our dinner there for a total of 40 people. We discussed and agreed to follow up closer to the date itself about the exact number of people and to give her my credit card information to hold the reservation. I've been emailing the coordinator back at the service coordinator email address listed on their website with no response. Eventually I just called the phone number that was listed at the bottom of the email. I find out that the service coordinator that I arranged this with was either fired or quit. I ended up being transferred to a women named Dianne I believe who claimed to be the manager. She tells me that she wants to take my credit card information and charge me over $800 dollars and states that my guest will have to spend at least $25 pp. I was absolutely floored that I would have to allow her to charge me over $800 dollars as a security for the reservation. Then she continues onward stating that if I wanted to I could pay them $250 to rent a room. We aren't having a reception we just wanted to come to dinner so why would I want to pay $250 to reserve a room. Then she continues on to tell me that they have a menu they offer thats 18 pp, but with limited choices. This is just the most frustrating thing I've encountered during the wedding planning and how fantastic is it that I'm informed of this weeks before the wedding. I just hung up on her because she was just trying to sell me more BS then understand the conversation that I had with the service coordinator prior and our agreement. My honeymoon is at the Hard Rock in Mexico $3800 and now I'm experiencing these issues with this Hard Rock Cafe just makes me want to cancel my honeymoon and go somewhere because god knows what kind of treatment I will receive during...

We went there as a party of 7 on a typical hot day around 1:30pm. Having with us 2 friends visiting from NY who are not used to the strong sun and 3 young children, we asked for a shaded table. We were shown to a shaded table. Our server showed up immediately and we ordered our foods right after. But things didn't go so well after that.

Within 10 minutes the sun started to creep to the side of our table. Our server disappeared for about 10-20 minutes. We did see 1-2 other servers in further sections of the restaurant but couldn't get their attention. 2 other servers finally brought our foods after about 30 minutes. By this time the sun was shinning over 70% of the table. We asked if the umbrella/sunshade can be adjusted to cover our table but they answered no and she left!!

All our foods were just horrible. Our Spicy Shrimp was hard like wood and not even warm. The Cedar Salmon was also cold with a sweet-spicy glazing that had now hardened. My chicken Fajita that I specifically asked several times to have with no cheese and instead more guacamole, had 1/2 plate of cheese and just a little bit of lettuce and guacamole. And yes the chicken breast strips were all cold too.

As many with children know, when the food arrives and you have very hungry children on the table, you can not simply send the food back. Otherwise for sure I would have asked to send the food back and leave the restaurant.

Our guests ate their foods while covering themselves with napkins and pieces of clothes to avoid sunburn. I would never go to another of their...