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Business Profile

Casino

Hard Rock International (USA), Inc.

This business is NOT BBB Accredited.

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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

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Hard Rock International (USA), Inc. has 5 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 *********************** for Hard Rock played bait-and-switch with us. When they tried to sell us the package, they promised 2 bedroom suite. But when we book our vacation, they said that our pacakge is only one-bedroom suite. We have contacted them many times without resolution. When we asked to cancel the contract and refund what we paid, they do not respond us any more.

      Business Response

      Date: 02/27/2024

      We will be happy to look into the issue.  Can you please provide which location this is for?  Please advise.  Thank you

      Customer Answer

      Date: 02/27/2024

      The business asks about the location. Here is more detail:

      It was at Hard Rock at ************ right before the Christmas of 2022. The representative working with us was *************************. We were told and confirmed an ****************. But now we are told we only have deluxe suite.  

      Thank you.

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

    • Initial Complaint

      Date:02/21/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 deposited 200$ into online betting for the super bowl and tried to bet and they suspended my account, I've been one chat with them they won't give my money back going on 3 weeks. I've been on line for well over a hour or two trying to resolve this. They responded 240am said it was urgent and I was up until the next night still waiting for my money . My birthday is 06/16/35 I don't drive

      Business Response

      Date: 02/22/2024

      Information has been forwarded to Hard Rock Sports Bet so they will contact the guest directly.  Thank you

       

      Customer Answer

      Date: 02/22/2024

      Phone **********

      Address *****************************

      **************** 33956

      Customer Answer

      Date: 02/22/2024

       
      Complaint: 21325627

      I am rejecting this response because: nothing is resolved 

      Sincerely,

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

      Customer Answer

      Date: 02/28/2024

      Hard rock has reached out. They still won't release my money, I've made several attempts to no avail. They informed me that the money is ready to withdraw, but it's pending or failed..

      Thanks for your help

      Signed, Frustrated 

    • Initial Complaint

      Date:02/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      12/28/24 I visited with my father at a complimentary hotel room at hard rock in ********** fire mountain. As I entered the lobby I was stopped by security who asked for my id I gave it to him he told me I was not allowed on the property because I had used my dads players card. My dad gave me permission to use it however I was not gambling i was in the hotel. I was confused and the security guy named *** stated my dad needed to speak to them I called my father who said they asked him to write a letter stating it was ok for me to use his players card and he did. My dad spends 100k at this casino every 6 months. He has money on his card he allows me to use to purchase food. The security guy let me go and that was that. 2/1/2024 a VERY very young 18 year old girl approached me after I was done gambling said I needed to leave I was so confused. They again stated I was using my dads free play. At that moment I was ****** they were acting as if I was stealing! I told them I hadnt used any members card and they stated I know but you have in the past and you are not allowed here. I told them I had permission to use my dads card and that was one time. They stated if I didnt leave I was going to be arrested. Your team is a joke! You guys treat people like criminals! I will be reporting this to the casino authority

      Business Response

      Date: 02/02/2024

      Feedback was sent to HRHC **********.  They will respond to the guest directly.

      Customer Answer

      Date: 02/06/2024

       
      Complaint: 21236421

      I am rejecting this response because:
      They never reached out, I posted about the issue on social media Im getting a lot of attention from this matter. You have done nothing to resolve the issue.
      Sincerely,

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

      Business Response

      Date: 02/17/2024

      We have asked the property to reach out to the guest directly.

      Thank you

    • Initial Complaint

      Date:09/19/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 booked a reservation Confirmation: ****** Transaction ID: ******** Guest Name: ******************************* Arrival Date: 5/21/2023 Departure Date: 5/27/2023 For 6 nights 2 adults 2 children in a Deluxe Gold-Double Bed room. When I booked the room in March 2023 the room was $4,193.48 which I paid in full. In May the room went cheaper and I was able to rebook my room on 5/9/23 for $3884.40 same confirmation and transaction ID. When I checked in on 05/21/23 I asked the clerk at the front desk about the credit on my account. The clerk verified I had a credit of $309.08 on my account. I asked about a refund to my credit card and she stated that the funds would be returned to my credit card at checkout. When I checked out on 5/27/23 I inquired about the refund again. The front desk clerk had me sign a credit slip releasing the funds back to my credit card. The slip I signed ended up being a 0.1 charge to my credit card not a refund. I have been disputing this charge with my credit card company since June. All I am asking for is a refund of the $309.08.

      Business Response

      Date: 09/21/2023

      We are reaching out to **************** on the guest's behalf and will update as soon as we hear back.  Should be within 48 hours.

      Thank you

      Customer Answer

      Date: 09/26/2023

       
      Complaint: 20628658

      I am rejecting this response because: I'm still pending a repsonse 5 days later

      Sincerely,

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

      Business Response

      Date: 10/11/2023

      The property has the refund in progress for this guest.  It will take several business days as it's an international transfer of funds.  Please close this case.

      Customer Answer

      Date: 10/19/2023

       
      Better Business Bureau:
      While I had to pay a $7 international transfer fee out of my refund because they wouldn't just return the credit back to my credit card. I did get $302 of the $309 they owed me. 


      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:07/19/2022

      Type:Order Issues
      Status:
      Unanswered
      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 booked a room block with my travel agent with *************** for January 11 - 18, 2023. The contract was done and my deposit was paid in November 2021. I was contacted by Hard Rock today and was informed that they did a "buyout" and can no longer offer the dates for my room block. They want me to change my contracted dates to convenience them.I am getting married on January 13, 2023 at a venue near the hotel. I cannot change the dates. My wedding venue is booked, not to mention several guests have booked their rooms and flights. I have non refundable deposits down on my venue and vendors. My guests and I will lose thousands of dollars. Not to mention the emotional stress I am under due to their negligence. We have a contract in place, they need to honor our contract. They are ruining my wedding!!!!

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

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