I am business traveler and stay in quite a lot of hotels. Cleanliness and service are what is important to me. On both scales I would rate the Hard Rock as quite poor. When checking in there was only one person at the registration desk and we was overwhelmed because not only did he have people registering but he repeatedly had to answer the phone to deal with guests. There was a sign at the desk highlighting the hotel's remodeled rooms, I asked the person registering if it was possible to get one on the remodeled rooms. The registrar said he would see what he could do. Needless to say the registration process was interrupted by several phone calls. ( I had booked the room because I colleague had selected the hotel so I wanted to be in the same hotel as him. I was booked for an upgraded room. ) The room I received was not remodeled. I understand that he may not have been able to accommodate my request, but it would have been nice if he had told me rather than ignoring my requests. When I stepped off the elevator, the floors are painted in dark colors giving a dank and dungeon like feel which is amplified by very little lighting. The darkness, however, could not hide the carpet mottled with stains. Entering my room things were little different than the hallway. The Carpet is dotted with stains throughout the room and fraying in several places. The walls and furniture are marked up and chipped. There is a small standing wardrobe tucked in an alcove instead of a closet which barely fits two suits and an overcoat. There are two small drawers for clothes. Overall the room is average size but is in very poor condition. Given the state of the carpet, I was happy to have my own slippers because of the filthy carpet but also because no slopers were provided. No robe was provided so I had to call to get a robe sent up. For people use to nice down comforters, there is a comforter on the bed but it is pile filled and quite dated looking. the rooms look and feel dirty which makes any stay feel unpleasant.
I used the fitness center. It also is tired and dated. Some equipment seemed to not function properly. They had plenty of towels but oddly the had earphone cover pads but no headsets. Itis in the basement and the motif is dark with a dungeon like feel.
As to the service this confirmed my belief that financially the hotel is having difficulty. The service quality is terrible and the hotel is operating with minimal staff. I had a hint of this when I checked in and my assumption was confirmed throughout the stay. When I called room service no one picked up the phone. I tried again allowing it to ring for many minutes. No one picked up. I called the front desk and was told someone from room service would call me back. After waiting, I called room service again finally someone answered. Another example of poor service was that I had to request twice to have a package that was sent to me delivered to my room. The next day after a day of meetings I returned to my room at 4:00 and discovered that my room was still not cleaned. A minute after I entered the room, I hear a knock. I expected the maid, but rather I was greeted by the person checking the minibar. Clearly filling the minibar is more important than cleaning the rooms. I asked if he could send someone to clean the room. He assured me they would, but of course after waiting I had to call housekeeping to get a maid sent up. The service quality of the hotel is poor and indicative of a hotel that is understaffed.
My guess is that the Hard Rock is having financial difficulties. It may be confined to this property but the condition of the hotel and the poor service indicate to me that they are cutting corners. I would not recommend staying here.
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