Complaints

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:05/13/2024

  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.

  First off I want to say, this has absolutely nothing to do with the unregulated aspect or this casino. Ive been enough to know that there is honestly very slim chance of winning anything, hence my foolish choices to keep returning. There are some amazing staff members and then there have been some abhorrent experiences. It is like this casino knows it has no competition and treating locals who spend thousands of dollars every other month is in simple terms seemingly enjoyable for other staff members ESPECIALLY security and supervisors. Im sure you can look up my history as the dates are on a few occasions of these ridiculous experiences, and I will only note the major ones, as I dont have enough time in the world.First of all, I was there at a slot that is no longer there, has been replaced near ****** with that useless Shark machine. I hit the free plays, machine FROZE. Ok I get it, its a machine, however, I pressed the service button and moved to machine directly next to it, with my balance still being held in the frozen machine. It took over THIRTY MINUTES for someone to come, yet they informed me they couldnt reset to the free play and called a supervisor. Supervisor took another 10 minutes and then didnt understand the machine, had to show her the components of the game. She informed me that the machine was showing that it did not in fact land on the free games even though the screen was in black and white and clearly frozen, when I objected to this, she with an attitude begrudgingly went to view the cameras. All to come back and inform me I pressed another box. I most certainly did not, nothing was offered, in fact she said well what do you want me to do about it? No free play or even an apology offered for the 40 minutes I patiently waited, to be called a liar and left without what I had won. Dont even get me started on the blatant lies about comped rooms and threatened by security for being a witness to someone burning their hand on coffee

  Business Response

  Date: 06/05/2024

  Hello--

   

  Our Slots Team will be reaching out to this guest today.

   

  Thank you

• Initial Complaint

  Date:05/08/2024

  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.

  Went to ********* Tampa on Nov 13, 2023. While I was there I mistakenly left $310 on a slot machine. I ended up leaving the casino before I remembered. When I did remember I returned and advised a cage employee who called security. They reviewed the tape and saw everything that happen down to the person that took the money from the machine. They told me the person went to an ATM and cashed it out. It was made to be a to bad so sad scenario for me; meaning nothing was done to get my money returned to me. Fast forward to May 6, 2024. I'm in the casino walking out and find a $300 voucher on the floor. I pick it up and look at and think wow, what a lucky day. I cashed the voucher in at an ATM and think nothing more of. While in the parking lot leaving the casino I was approached by security telling me their supervisor needed to see me. I asked for what and they said the voucher I picked up off the floor. I said why would anyone need to see me for that, I found it. They proceeded to tell me if I didn't return the money charges would be pressed against me. I asked why this same energy wasn't put forth in November when my $310 was reported lost. They said well "this is what it is pay the money or we will be contacted by Seminole police". I unfortunately did not bring my purse and I was leaving because I had someplace to be. I gave the security officer my number and told him to have his supervisor call. When she called she was extremely rude and aggressive, attempting to make it seems that I stole the ticket from someone. I said clearly you have the video footage and can see me pick the ticket up off the floor. There is no reason to be rude or aggressive. She was so rude I advised that she should do what she believes is best for the scenario and I hung up. On May 7 2024 I returned and spoke with ***** and paid the $300 but was told nothing could be done about my loss. My $310 needs to be returned with the same vengeance from *********.

  Business Response

  Date: 06/19/2024

  The guest was not at the property on November 13th, they were there on November 16th.  We do not have any record of contact with her on that date in our system.  The newest contact was on May 6th.  The guest was at the property multiple times between November and May and never reported the issue.  We make every effort to recover *****'s lost funds each time we are called.  Unfortunately, if the person who takes the funds never uses an ID and they have already left the property it is very difficult to identify them.

• Initial Complaint

  Date:03/27/2024

  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.

  I am currently an icon member with casino. I play in here every 2-3 days and over 3 month period Ive spent well over 5-7k or more. They offer me promotions and I take advantage of them one Im supposed to be eligible for is a stay at hotel under promo where it may be free depending on availability. For past 3 months they been lying saying I get special offers at Tampa hard rock but when I go to book all rooms are from ******* a night. I called they couldnt assist they told me go see a hotel host. I did that he took my information and date I wanted to stay and I never heard anything from him. So based on lies I feel they need to accommodate me for what I suppose to receive.

  Business Response

  Date: 11/06/2024

  The guest booked 11/27-11/29 at one of our off-site partners.  That is what the offer was it was for one of our off-site partners not Seminole Hard Rock Hotel & Casino Tampa.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 21490918
  
  I am rejecting this response because: this is a new reservation that has nothing do with the complaint at all Ive not heard anything from them and they offer a service I dont get
  
  Sincerely,
  
  Joaquana *******

• Initial Complaint

  Date:03/27/2024

  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.

  I was on vacation and on the last day 1/7/2024 we decide to go to the Hard Rock Tampa I decided to play slot machines and I played for 6+ hrs. I proceeded to lose thousands and thousands of dollars which no complaints I had a great time and then I flew back home to ******** later that night. Then about a month later I receive these offers I earned from playing all that play that day I earned 3598 tier credits which I was told was equivalent to putting over ****** coin in. My wife and I were very happy to see these offers come in and we booked the room for the first week of March as the offers started on 3/1/2024 we decided since I had a lot of time off of work we would stay out there a few weeks and just play with our free play they offered us and enjoy our time in Florida. For some reason on 3/14 when we went to the casino to play our offer I was told my account was frozen and they had no reason to tell me why just told me my account was under review. Later that evening I received a phone call with an explanation and an apology let my account was frozen and I would not receive no more offers for my play on 1/7. They gave me an excuse that I was overcomped and my offers were not proper for my play which I know is not a true statement as I talked to many X card holders and show them my play for the day of 1/7. Every one of them agreed my offers were on par for my play that day I was also told that I would not receive any more offers for my play. The reason they gave me was so minimal and something I don't believe let a department internally with mess up handing out offers they told me many accounts were getting phone calls and told the same information which I do not believe. I have sent numerous emails and made many calls and keep getting the runaround. If I was sent the wrong offers then I would like to know what the right offers would be and I would like to know why I can't have no offers for my play no more Please help me get to the bottom of this thank you

  Customer Answer

  Date: 04/10/2024

  they have fixed my offers and I'm receiving the offers I was getting earlier. I'm very happy with this result

• Initial Complaint

  Date:02/23/2024

  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.

  On 2//4/24 I made a reservation for 2 (2/20 & 2/21) at the Hardrock in Tampa. When I became ill I called to cancel the reservation. The agent said she had no record of the reservation. I asked to speak to the manager, a ******************, I think. He also said he didn't find my reservation and that it was made with Expedia, not Hardrock. No where on their website does it mention Expedia including in their pages of cancelation policy. I tried to contact Expedia on Monday, but on their cancelation page you can't even submit if it's been less than 24 hrs. By then it was.I did my best to cancel before 24 hrs prior to reservation, I still can't find a number to contact Expedia. Hardrocks website on reservations and cancelations is misleading

  Business Response

  Date: 02/23/2024

  Hello--

  This reservation was booked through Expedia, who is the vendor holding the funds, as this was booked directly through them.

  Please reach out to Expedia directly at ************ and refer to the booking number 168868508.

  Thank you

• Initial Complaint

  Date:02/12/2024

  Type:Billing 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.

  I came on 2/3 booked a room spending close to $500 usually im comped but I haven't stayed here in awhile. I spent close to 5k in gambling and when I went to check out the front desk did not use my points to adjust my bill. When I called a week later on 2/10 they said the bill was settled and I can just use $36.40 when I come back again. There mistake should not be my problem. I live in NY not Florida I don't know when ill come back they should make right on this adjustment as its there fault. They can absolutely credit me back $36.40 but they rather loose a high limit slot player instead.

  Business Response

  Date: 02/28/2024

  Hello *******--

   

  We took care of this on 2/14 and removed the total amount that was charged to the credit card.  The amount was $219.51.  This should show as a credit on your credit card statement.  If that is not the case, please contact your bank directly as we released the charges on 2/14.

  Thank you and we hope to see you again soon.

   

  Customer Answer

  Date: 02/28/2024

   
  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:01/15/2024

  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.

  Tried to create an account with hard rock bet in Florida . I was denied access, for apparently already having an account which is suspended for suspicious activity in my name already. I never created an account due to receiving government benefits. However I no longer receive any government assistance. Ive spoken with over five different people about this matter. Everybody says the same thing keep checking for email for update Im still waiting after two weeks!

  Business Response

  Date: 01/18/2024

  This has been submitted to our ******************* who will reach out directly to the guest.

• Initial Complaint

  Date:12/08/2023

  Type:Billing 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.

  My husband and I purchased tickets on 11/23/23 for the *********************** concert in Tampa **. We bought them early thru fan club presale to ensure *********** and a great price. We paid ****** for 2 seats in the second to last row. We were satisfied we the seats UNTIL we found out 2 days ago that the hard rock had many tickets left unsold and lowered the price on them to 125.00-175.00. This a a fat BETTER price than we paid and the seats are SUPERIOR to ours. This is quite sad and unfair to those customers of us who bought early to get *********** and great prices. I spoke with Ticketmaster. However, they said there was nothing we could do because the venue is not offering a refund.. I am not seeking an entire refund. I am just taking the difference in price possibly better seats however, Im not sure if thats possible I would greatly appreciate any kindness that you are willing to extend for this unfair practice.

  Business Response

  Date: 12/19/2023

  I spoke with the guest last week and offered her tickets to an upcoming show complimentary.  She was very happy with the outcome and will call me back when she selects the show of her choice.

  Customer Answer

  Date: 12/20/2023

   
  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:11/27/2023

  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.

  Went to Hard Rock to celebrate our 24th Anniversary. We had dinner at the Council Oak Steakhouse. After dinner my husband went back to our room to store the leftovers and a bottle of wine we did not finish. We got separated so I was wondering through the casino looking for him. Suddenly I was approached by two men ********************************************************* from security. The men told me that I was intoxicated and was "cut off" and "had to leave!". I said I don't understand I'm just looking for my husband and explained how we had just finished dinner. They were very intimidating and insisted I was drunk and needed to leave. I started to cry and said I need to find my husband. They said "why don't you just call him then". I informed them I didn't have my phone it was in the room. They "rolled their eyes" as if I was lying. I was still crying and rushed to my room as ************ followed me yelling "turn right, turn left" as they new exactly where my room was. I called my husband and 15 seconds after my husband entered the room their was a knock at the door. It was ************ (security) and another man writing on a pad. NOW they were saying they got "several noise complaints". My husband said my wife is crying, what is going on? They said "your wife is intoxicated" and my husband said "she is upset and crying". **** told my husband that just because he was "privileged" it wouldn't change the outcome. My husband was extremely insulted and said he works very hard for everything he has. My husband then went down to the front desk and explained everything to the manager. We were going to leave, was around midnight, and we wanted a refund. She refused. I spent the night crying and we finally checked out at 6:44am and headed to the security office. We asked to speak to *********************** and *****************************. Instead their boss, ********************************* showed up and said he knew the entire situation. We asked how did this happen? He said, procedure is that *************** will alert security to "cut someone off". Well, I wasn't sitting at the bar nor did I have a drink in my hand!! I was looking for my husband! I was targeted!! I asked them to look back at the tape and they did nothing! Our anniversary evening was ruined!! I spent the night crying and my husband consoling me. We should be refunded for the entire evening that was spent being harassed, interrogated, crying,... No one!! at the Hard Rock cared to make our evening special!!!!!!

  Business Response

  Date: 12/14/2023

  Consumption monitoring for **************** started at **** that evening at ************** due to being visually impaired.  Shortly after **************** appears hostile towards the Bar manager in the **** videos.  Security issued a Beverage Cut Off for *****************  Then **************** went back to her hotel room in the East Tower.  A few minutes later our Hotel Operator received a noise complaint from another guest claiming there was yelling and fighting coming from **************** room.  Security responded to the call and confirmed the noise was coming from the ****** room.

• Initial Complaint

  Date:08/07/2023

  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.

  On 8/6/2023 my spouse and I were spending some time here at the Hard Rock Casino, upon leaving we realized his wallet was no where to be found. We went straight to loss prevention, the lady there informed us it was close to shift change. We explained to her the issue. She returned the wallet, said a couple that are regulars turned it in. We were advised that they would gather more information from survailance. We insisted on waiting untill they were done reviewing the footage. Every dollar was stolen out of the wallet and we were expecting atleast a ball park idea of might have happenned. They told us they would be in touch. People have faced time in jail over vouchers that were not theirs and i most definately expect a reimbursement for the money that went missing under their control. The whole casino is set up so they never take a loss, i believe now the place is being ran by greedy spineless employees. Who works at loss prevention and cant maintane adecent conversation with an upset guest after spending money with them all. Dissatisfied completely, depending on response depends on wether tribal officials get involved.

  Business Response

  Date: 08/26/2023

  ***** was contacted by Property Security.  Compensation was issued and guest was satisfied.  Please close this case.  Thank you