Business Profile

Casino

Hard Rock International (USA), Inc.

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Complaints

This profile includes complaints for Hard Rock International (USA), Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

17 total complaints in the last 3 years.
11 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/29/2025
Type:Customer Service Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My recent stay at ******************** was deeply disappointing and marred by false accusations, intimidation tactics, and consistently poor service. What should have been a relaxing vacation turned into a stressful ordeal that I would not wish on any traveler.The IncidentDuring my stay with my son, staff falsely accused me of switching bracelets with him - something that absolutely never happened. Based on this false accusation, they charged me an additional $600. When I disputed this charge, they pressured me to sign paperwork without my reading glasses, threatening to evict my son and me from the property if I refused. As a woman traveling without my husband, I felt deliberately targeted, intimidated, and taken advantage of.Poor Service ThroughoutBeyond this serious incident, the service throughout the resort was consistently subpar:Staff at the coffee shop were noticeably rudePersonnel at the Uncorked wine shop were extremely unpleasantGeneral staff interactions lacked the professionalism and hospitality one expects from a premium resortComplaint HandlingAfter raising these concerns with management, their response was equally disappointing. Rather than investigating my claims, they doubled down on their false accusations, even citing Dominican Republic laws that were irrelevant to my situation since no bracelet exchange ever occurred.ConclusionThis was by far the worst Hard Rock property I have experienced. The combination of false accusations, financial exploitation, intimidation tactics, and overall poor service makes it impossible for me to recommend this resort to anyone. There are many other resorts in ********** that treat their guests with respect and honesty - I strongly suggest looking elsewhere for your vacation needs.What was meant to be a memorable vacation became memorable for all the wrong reasons. Despite being a loyal ********* customer in the past, this experience has permanently changed my view of the brand.
Business Response
Date: 04/30/2025
It was determined by surveillance tapes that Ms. ***** did, in fact, share her adult bracelet, with her minor son. Underage drinking is a serious offense at our properties and the penalty for such an offense can be as much as immediate ejection from the property. Instead, Ms. ***** was charged a non-refundable fee of $600. She asked at check out to have the fee waived and the property denied her request at that time. The property remains firm on this decision.
Customer Answer
Date: 04/30/2025

Complaint: 23262557

I am rejecting this response because: The resort has falsely claimed that I shared my adult bracelet with my minor son, citing "surveillance tapes" as evidence. This is categorically false. My son never wore my bracelet at any point during our stay. Based on this false claim, they charged me $600.
Hard Rock's response to my complaint contains several misrepresentations:
They claim I asked for the fee to be waived at checkout. This is false. I did not dispute the charge at checkout because I did not feel safe doing so after previous intimidation by staff. I only disputed the charge once I returned home and was safely away from the property.
I formally request that they produce surveillance footage showing my son with my bracelet, as no such incident took place.
Intimidation and Coercion
When initially confronting me with these false accusations, staff members forced me to sign documentation without my reading glasses. When I explained that I couldn't read the documents without my glasses, they threatened to immediately remove my son and me from the property if I refused to sign. As a woman traveling without my husband, I felt deliberately targeted, intimidated, and exploited.
Dangerous and Illegal Staff Conduct
Most alarmingly, during our stay:
Housekeeping staff offered cocaine to our minor children. This is not only illegal but represents a severe safety breach that puts children at risk.
Despite the hotel's claimed concern about underage drinking, bartenders throughout the property were regularly serving alcohol to minors who simply provided tips. This demonstrates that their stated policies are selectively enforced, with profit taking precedence over safety.
Poor Service and Hostile Environment
Beyond these serious incidents, we experienced consistently poor service throughout the resort:
Coffee shop staff were routinely rude
Personnel at the Uncorked wine shop were extremely unpleasant
General staff interactions lacked professionalism and basic courtesy
Resolution Requested
I am requesting:
A full refund of the improperly charged $600
A formal apology for the false accusations and intimidation
Confirmation that they have addressed the serious safety concerns regarding staff offering drugs to minors and serving alcohol to underage guests
Compensation for the distress caused by these incidents
I have attempted to resolve this matter directly with Hard Rock, but they have refused to address my concerns and continue to make false claims about my conduct.

Sincerely,

******* *****
Customer Answer
Date: 05/12/2025
I am still waiting to hear how this will be resolved. The hotel falsely accused me and my son of changing bracelets, not to mention harassed by the Hotel staff. Please update me with next steps, thank you.
Business Response
Date: 05/14/2025
We stated on May 1st that the property remains firm on this decision in our response. Please see below:
It was determined by surveillance tapes that Ms. ***** did, in fact, share her adult bracelet, with her minor son. Underage drinking is a serious offense at our properties and the penalty for such an offense can be as much as immediate ejection from the property. Instead, Ms. ***** was charged a non-refundable fee of $600. She asked at check out to have the fee waived and the property denied her request at that time. The property remains firm on this decision.
Customer Answer
Date: 05/14/2025

Complaint: 23262557

I am rejecting this response because: It is completely FALSE. Please provide the proof of your allegations.

Sincerely,

******* *****
Initial Complaint
Date:03/06/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/13/25 to 2/17/25 me and my husband went on a cruise to ******* Mexico to celebrate my 51st birthday. On ******* I went to a hard rock restaurant in ******* ******. As a birthday present from ********* I received by email a 15% off coupon as long as I meet the ***** minimum spending. It never specify food drinks etcc just as long as I met the requirement. The manger threw me and my husband out of this establishment all because we didnt buy food we were willing to buy drinks and souvenir apparel but they threw us out anyway and ruined my trip and birthday celebration. I have complained to corporate and nobody has contacted me as of yet from *********. This is unacceptable and I demand a resolution as soon as possible Thanks
Business Response
Date: 04/01/2025
This guest, ******* ******, reached out to us at Hard Rock International ************* on February 15th . . . we researched and responded back to her on February 26th and added $15.00 in Unity Points to her Unity by Hard Rock Loyalty Account. She can use this at any participating Hard Rock Property World-wide.
Customer Answer
Date: 04/14/2025

Complaint: 23028761

I am rejecting this response because:

Sincerely,

******* **********
Initial Complaint
Date:01/08/2025
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 1, 2024, my husband, son, and I were arriving back from the Falcon vs. Chargers game and entered the ************, which we were staying as consumers/patrons. We noticed in the lobby there was a long line to get to the elevator to get to our room. As we got closer to the elevators, my husband flashed our room card to the security guard who was allowing others to enter the elevators. He motioned for us to come ahead and stated that another elevator was having an issue possibly and 11 of us were allowed to enter. The door closed and immediately, we felt a sudden drop. We used our room card thinking that was the reason for the elevator not moving, but that did not resolve the issue. The buzzer was rang repeatedly and no one came to get us removed. Finally, about 20 min later, someone responded to our cries and we were told the fire department was notified. At approximately 30 minutes of being trapped on the elevator, we were rescued by the fire fighters. They made sure we were all ok and as we exited out the elevator, there was no representation from the hotel. No apologies for the inconvenience was given and staff acted like this was a common day occurrence. ************************ and told him of the events that happened in the elevator as well as telling him of the repeated episodes with the elevators voiced by others and also employees. ********* emailed me, we set up a time to meet and discuss the matter. The next morning, we met with him and respectfully stated our personal concerns and our actions going forward. After hearing this has happened on numerous occasions, we felt this must be addressed for public safety concerns. This is the reason for this letter. We knew that attention must be placed on this reoccurring issue with the elevators at the ************. Public safety is important to us and this incident could have ended with a health emergency or injuries suffered due the anxiety and anger due to being stranded inside the elevator.
Initial Complaint
Date:10/28/2024
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've enjoyed many Hard Rock Branches in the ***, and on my current trip to my parent's country, I saw that a Queens tribute concert was happening. I called in many times (3 times) and triple-checked that I did not need to reserve a table since we were a group of two, and we could attend the event as ********* and my friend showed up an hour before the concert and went into the restaurant/ venue and ordered our food (which was undercooked but not a big deal) and sat on a table that was not reserved. However when we finished our food, and only a few minutes before the concert the second-floor manager came to us and told us to get out since we are not 21. I was outraged and told them that we made sure to call and confirm that us being 17 was okay. He then doubled down and told us to sit somewhere else. I was still very confused but he was nice and told us that we will be getting a table right in front of the stage. After me and my friend moved he then dragged our table from the front of the stage to the corner and we couldn't see the band at all. When I went up to sit back at our original seat it had a "reserved" sign and obviously the manager "forgot" to reserve the seat and would rather offend 17 yr old girls than upset a group of 4 adult men. I get it we are easy targets, yet I did not get a single apology and when I expressed my anger by staring at the 2nd floor manager named Enhuush he glared back and we were in a glaring match for about 15 minutes. I reported this to the HR yet they weren't interested in hearing my explanation at all shutting me down because "You're a young girl and should be grateful for attending the show in the first place". There were other kids, we were moved because we happened to sit at a table that was reserved but wasn't marked as such. HR said they will call back but hasn't. This is ridiculous and completely shattered the standard I hold up the cafe to. This happened on Friday October 25th at the Hard Rock Cafe *********** branch.
Initial Complaint
Date:10/10/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
August 1, 2023 I fueled my vehicle up at ******** ***************************. My tank was near empty before I fueled up. A few days later while driving my dash indicated fuel filter 0% and lost all power. Was able to have a friend tow me home which was about 3 miles. I was not able to find the issue, so had it towed to a shop. The shop told me it was a fuel issue. A lot happen in between with issuance for a few months, but they did not cover the repair that cost $17K and destroyed my entire fuel system. Issuance and shop suggested having an addition fuel sample for particle count. That sample failed the *** rating for particles in the fuel. My fuel had 10 times the standard of particles which causes extreme wear on your engine and had so much particles my fuel filter became clogged. I would like to get refunded for this repair. I have tried seeking an attorney for help but that has not me anywhere. I am now looking into small claims if we are not able to resolve outside of the court system.
Business Response
Date: 11/06/2024
We have forwarded this complaint to our Team in *********** They will respond directly to the guest. Thank you
Customer Answer
Date: 11/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
Date:09/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting a formal complaint against Hard Rock International for their complete failure to address a serious issue regarding our wedding. Despite being assured during a call with their wedding department on August 19, 2024, that we would receive a $960 refund for services not provided, no action has been taken. Additionally, while we requested 4 nights at another **************** to further compensate for the disastrous experience, the customer care team has failed to address this. They continue to stonewall us, despite clear communication that the refund is not a goodwill gesture but something we are rightfully owed. I have repeatedly asked to be included in email updates and have received no communication. The continued delays, lack of transparency, and poor customer service have caused us significant frustration and financial stress. We are requesting the BBB's intervention to ensure Hard Rock International/********** honors their commitments and resolves this matter immediately.
Business Response
Date: 10/18/2024
This complaint was sent out to all of our All Inclusive Properties as the guest did not indicate which property their wedding was held. Waiting on their response

Business Response
Date: 10/18/2024
This was resolved on Oct 15th
Customer Answer
Date: 10/22/2024

Complaint: 22287701

I am rejecting this response because: the situation was not handled in a manner that met our standards or expectations. Specifically, the individuals assigned to address the matter demonstrated a lack of competence in managing the situation effectively.

Moreover, communication throughout this process was inconsistent and unclear, leading to unnecessary confusion. There was a significant amount of back-and-forth that could have been avoided with more decisive and coordinated efforts.

Additionally, it became evident that there was a lack of understanding regarding legal obligations, particularly concerning the proper handling of breach of contract matters. This lack of legal knowledge further complicated the resolution process and caused delays that could have been prevented.

We expect professionalism, efficiency, and legal awareness when addressing such issues, and it is regrettable that these were not reflected in this instance. We hope to see improvements in communication, problem-solving, and legal understanding moving forward to prevent similar situations from arising.

We look forward to resolving this matter promptly and maintaining a more constructive and streamlined dialogue in the future.

Sincerely,

******* *******
Business Response
Date: 11/06/2024
We have forwarded this directly to the property so the local team can issue compensation. They will reach out to him directly.
Customer Answer
Date: 11/06/2024

Complaint: 22287701

I am rejecting this response because: nobody has reached out directly to me, or even care to deal with hard rock punta Cana. I am more comfortable getting communications thru bbb or a different mediator.

Sincerely,

******* *******
Business Response
Date: 11/08/2024
This issue was resolved on October 15th, we've already responded that one time. Mrs. ******* received a refund and a certificate from the hotel. Both **** and ******* ******* signed the release on September 26, 2024. The refund when through on October 15th.
Initial Complaint
Date:09/06/2024
Type:Product Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
From: ******* ******* I am disputing with Hard Rock Riviera Maya as in there Explanation they actually agreed with my dispute although in there statement It says they do not accept it, I am definitely missing the issue here they admitted What I stated, I had a reservation from 30 JUN 2024 until 5 JUL 2024 but only Stayed from 30 JUN 2024 until 4 JUL 2024 because the ********** and ****************** ordered tourist to leave because of a life threatening ************ billing statement and reservation showing the rate was only $645.30 nightly.30 JUN $645.30 1 JUL $645.30 2 JUL $645.30 3 Jul $645.30 Total $2581.20 I was charged on 13 JUN $645.30 21 JUN $2581.21 Total $3226.50 Therefore 4 nights at $645.30 is $2581.20 , I am owed a refund of $645.30 ********* agreed I only stayed 4 nights, this is no longer in dispute they admitted To this fact therefore I am owed $645.30 End of story.******* *******
Initial Complaint
Date:07/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
It began at check in when we were approached by a legends vacation club salesman who portrayed himself as a concierge for the hotel. We were harassed for two days by the salespeople of this "timeshare" and when my husband and I finally gave in and agreed to listen to them, even after we repeatedly told them we had no interest in this and under no circumstances would sign anything, they essentially held us hostage for 2 hours. We continuously told them we needed to get back to our children but they kept moving us room to room sending in a more aggressive salesperson each time, until finally they berated us when we refused to sign and ******* told us to leave. Another incident that occurred was the glass light in between the beds fell off and broke because it was not fastened properly, and cut my foot in several places (which I have photos of). Even after calling the front desk, the light was never fixed and a bare light bulb was left hanging by a wire. The rooms were filthy, with mold in the showers (also documented with photos). No fresh towels were given each day. I had to call to the front desk and wait for them to be brought, if they were brought at all. The elevators were broken several times and my mother who uses a scooter was not able to use the stairs. The hallways were flooded and entryways were blocked with soaking towels. Other guests had to help move the towels so my mother could get through (documented with photos). I think these are very concerning safety hazards. The stairs were flooded and my daughter and I slipped using them. And the final straw was my daughter ended up with salmonella poisoning the night before we left. We did not leave the resort so it was absolutely something that was served to her there. It was so severe she ended up in the ** when we arrived home. All in all, this trip was a disaster. I would not recommend to anyone and I would like some compensation. This trip was expensive and as far as I'm concerned was terrible.
Business Response
Date: 07/26/2024
The property as well as the Insurance Adjuster, has reached out to the guest several times asking for specific information, which the guest has not provided. We cannot get to resolution without the require information.
Customer Answer
Date: 07/29/2024

Complaint: 21953093
I have not received any communication at all from this business!! I told them that several times! I have checked my spam folder as well! I don't know where they are sending it but I have not received it. I want resolution. If I were receiving correspondence why would I continuously reach out saying I haven't!
This is my email: ************************
This is my cell #: ************
Please contact me as I would like a refund

Sincerely,

************************************* ******

Customer Answer
Date: 09/03/2024
The company offered me 2 free nights at their resort. Due to many circumstances my family and I can not and will not be Traveling anytime in the near future. I would like instead a refund. They are unwilling to get back to me about this
Initial Complaint
Date:07/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had a terrible experience at the hotel during our family trip from 5.31 (Fri) to 6.04 (Tue).My son got food poisoning after eating hotel food, and his condition deteriorated rapidly. He started experiencing diarrhea, vomiting, chills, and fever on Saturday.Requested basic medicine (Pepto-Bismol) but the staff was unhelpful. The front desk offered no on-site remedies, concierge only filed a report. I wasted time finding meds. I contacted customer care several times throughout our stay, detailing the incident. However, no action was taken until after our check-out. This experience fell far short of the 5-star standards we expect from ***************** Our family vacation was a complete disaster, and it was extremely frustrating! Due to the food poisoning incident, the hotel's inadequate response, and the overall negative impact on our vacation, we request a full refund of our hotel costs.We look forward to your prompt and sincere resolution to this matter.
Business Response
Date: 08/07/2024
Hello . . .
We have forwarded this to HRHC ********** . . . they will reach out directly to the guest.
Thank you
Customer Answer
Date: 08/13/2024

Complaint: 21934093

I am rejecting this response because: I demanded a refund for the hotel expenses due to food poisoning that ruined our family trip, but they only offered a room upgrade.

Sincerely,

*****************
Customer Answer
Date: 08/17/2024
Dear ******,
I had an email yesterday from hard rock hotel. As you can see in the attached email, they are now trying to deny responsibility.
When we experienced the food poisoning issue at the hotel, they initially promised to address the situation, but no action was taken.
I spoke with multiple individuals regarding the problem, but there was no follow-up or resolution. Now, they claim to be unable to locate my report and refusing to issue a refund.
It's astonishing that a 5-star hotel would respond to customers in this manner.
Initial Complaint
Date:06/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The business has an unsubscribe button on their marketing emails but no matter how many times you click unsubscribe, they keep sending you new marketing emails.It clogs up my device and my inbox and is a burdon to deal with.
Business Response
Date: 07/10/2024
We cannot find the guest on our main database. I have reach out to our *************** to search and remove the email as that must be what is generating the correspondence.

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Hard Rock International (USA), Inc. is NOT a BBB Accredited Business.