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Recommended Reviews - Hard Rock Hotel
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Horrible horrible experience. Had two rooms - both parties would never stay here again. My wife and I's first room, filthy. Turned a blind eye to it. Sink clogged. Requested assistance and they said they'd send someone right up - nothing. Waited 1.5 hours, then called again. Finally after 9pm someone came up to help. Requested our room to be serviced, no one even came up. On the 19th floor, and super loud. The other family in the other room had the same experience. Tons of noise (we heard drills from construction) and about 4 x 1-2 min long trains come by (sounded like it was almost in our hotel) from 3am-6am. We finally went downstairs and they switched us rooms to the 23rd floor. The new room, nearly just as filthy. The shower was disgusting, so this time we took it upon ourselves to clean. We had milk in the fridge only to find out 6 hours later, it didn't even work. At 9:30pm, we called and the lady lugged up a new fridge. Here we are at 9am thinking we are finally settling in, and realized the ceiling is leaking water in the bathroom and it's a total health hazard. Knowing we will have to switch rooms again, we're livid. Called the front desk requested the GM and it's like bodyguards not wanting to transfer us. They said come and see what we can do. What a FREAKING JOKE. I'll make sure to share our experience with anyone and everyone online and offline. For the price we paid we court have stayed at NH collection but unfortunately chose this disgusting place with an ignorant staff. Who wants to switch rooms 3 times and burn our time during our vacation with family?? If that's you, come!
I just spent 18 nights there on a business trip, so I feel I have a pretty good understanding of this hotel. Service was great. Everyone is kind and helpful. This, to me, to me, is important. I never experienced any problems with the team there. Security is also high. Like it or not, ladies were often questioned at the elevator if they have a room key. They are trying to keep the hotel free of prostitution. My room was very clean. The latch on the door was busted, as seen in other pictures, but housekeeping was offered each day and the amenities are nice. A nice, comfortable and clean room make it an easy stay. Room service is prompt, but the food isn't amazing. Burgers are grey (I asked if it was pork or turkey due to the color) and undercooked. Order it one notch above where you'd usually prefer it. The pizza isn't edible, nor is the lasagna. Towards the second half of my trip I just started ordering from Uber Eats as the food in this city is amazing. The Sessions restaurant is okay. Same with the rooftop bar. I'll be back to Guadalajara for work and will be staying here each time.
2 words- BED BUGS. Please do not stay here unless you want to wake up with your arms full of bites. Then when brought to the attention of the staff all we got was "we're sorry." Super unfortunate because it is a nice hotel. The pool area was great but definitely not worth getting eaten alive and stressed out about bringing any bugs home.
Do not plan to stay here service is bad,the food is bad (it taste like fridge for the time they take), they harass you by following you all the way to your room, and the filters from ac are so dirty their restrooms are full of mold and dirty flimsy faucets,they called me to tell me that there was a complaint saying that my room is too loud when the volume of the television was too loud when it was pretty low, there's a lot prostitutes and scorts that come every day I thought this hotel was for families I came with my family and we are not happy with the service at all I will never come back to this horrible hotel (this is a warning to spend your money)
This hotel is horrible never again in my life will i stay here. The service is bad the workers stand around and watch you like hawks it had been around 4 times that they cancelled my card because some old hag had been watching my family thinking we are suspicious. I had got a call that there was loud noises coming from my room when in reality the tv was low and we were speaking moderately. The air vent filter looks like it hasn't been cleaned in ages. I was waking up sick to a stuffy nose and dry throat. The locks here are not safe. They are flimsy,cheap and secured by to old fellow skinny nails. The restrooms obviously weren't made to have money put into them. For room cleaning services to take forever you'd think that they clean the restroom,WRONG they restrooms are must af and are moldy and falling apart. There is a door in my room with no lock that leads to another room that is booked right now! It's so weird that they would give us a room that's for a big family and can be opened from the other side but has no lock. The room service is bad and takes forever for quote on quote "fresh food" which in reality is just reheated,bad,fridge food. It also made my family sick from who knows what bad food we ate there. And so much for having a ice machine that doesn't even work, by the time you wait an hour for your ice from room service your either already asleep or get melted ice. The elevators here for being nice and complementary are so small and take forever takes 10-30 minutes to get to your room especially when people call for the elevator and also they are really slow and can take long if your up on a higher level. Don't even get me started on the pool. That pool looks like shrek's swamp it's nasty and looks like people piss and shit in there. Just to enter the goddam nasty pool you have to call ahead or go really early cus it's full of prostitutes. My family and i ordered off of the bad menu atleast 2 times a day for the like 7 days giving them well over 500 us dollars. This hotel's system is corrupt and unorganized. They let prostitutes bribe them so they could stay. This hotel is overpriced for their bad service. This hotel is horrible in general me and my family will never stay here again and i advise anyone to not stay here.
Don't stay here. Unless you want horrible quality food and horrible service. We picked the hard rock because of the good experiences we've had at other locations. This one needs to get it together. The day we were set to check out, we went up to the pool around 10 to enjoy our food and the view. We weren't allowed to swim in the pool until 11 because they were cleaning it. If your pool hours are 10-6, why would you wait until it is open to clean it? The pool hours are ridiculous enough, the time you have to wait for service is even worse. It took over an hour for our food to get to us, and when it did it was totally wrong. We ordered in Spanish, and it was still wrong because the waiter didn't write it down. They then told us we had to pay for a later check out which I'm not doing and will dispute it on my card if they try to, because we would have been out by 12 had they not messed up our food. After charging us for the wrong food, they charged us again for the new order. How can you run a company and charge your guests for your mistakes? There's literally no reason for this place to be so unorganized. There's about 6 employees standing around doing nothing at all times. Asking for towels and waters is another daunting process. They have 3 elevators, only one works so don't be in a hurry it'll take 10-20 minutes to get in the elevator depending on your floor. Oh and ignore the sign that tells you where the ice machines are located, they are all either unplugged or out of service, so you'll have to call for ice and receive a melted bucket an hour later. If you happen to be thinking of staying here don't. Update: upon checking out, while waiting for our Uber to the airport the front desk harassed me over an unpaid room service bill. The funny part is, I paid pesos for it and signed the ticket. Why would I have signed it if i hadn't paid for it? Wouldn't it remained unsigned until it was paid?!!! We ordered room service 3 or 4 times and each time we paid. The one coffee I paid cash for magically was unpaid even though the ticket was signed and I very vividly remember paying for it. We also tipped each time even though there is a 15% gratuity already added on. It didn't matter how many times I told them I paid for it, they called the server who then told me I didn't. Remember, this is the same hotel who messed up our food multiple times. I know I paid. I ended up having to be a total jerk to them. It's not about the money, it's about the way they treat their customers. The only cool part about this hotel was the bar. The live music was awesome, the band did an amazing job, the bartender made excellent drinks and our food came out correctly. Seriously go to another hotel though. I plan on calling corporate once I'm back in the US
The first thing that struck a negative chord for me was the extremely slow elevator system. Plan ahead when you are leaving because it takes time. Once you walk in the room, it will likely be very hot because the AC doesn't work without a key inserted in the key slot. Once you put in the key, the blinds will open on their own. The controls are on the ipad besides the bed. The room is decent size with adequate lighting. The furniture provided is practical. The bathroom is fine although the shower heads are showing signs of aging. The breakfast is served on the 1st floor and the buffet selection is quite nice.
Why would you harass your customers over taking pictures in the hotel? I was approached by security and told bit to take pictures and or video. I didn't stay at the hotel so this review is not for the rooms. But we had gone to have lunch and had spent about $200 US at the gift shop as I do at every location I visit around the world. I would think that during covid19 and low room bookings you would welcome any customer with open arms. Never been treated so poorly in other Hardrock. We left and had lunch elsewhere. I come to Guadalajara a weekend every month for business, definitely will not stay here. Gracias, y adios.
Great hotel. Brand new and still in soft opening. Rooms were spacious and clean. Bathrooms were large and clean. Bed was super comfortable. Everything is modern. You control everything from a tablet. The service was good. Very accommodating and will do anything to make your stay better. I worked with Alma the group sales manager and she was prompt and made sure our group was taken care of. Raul was the amazing guy out front making sure everyone is welcomed. The hotel as of 10/24 isn't all the way done in terms of the typical Hard Rock memorabilia. The high floors are still under construction. Unless you look for it, it won't affect your stay. Hotel bar is friendly. Restaurant is good. Good array of Mexican food. Spa is not yet opened and the gym was amazing.
1 month ago
28 days ago
The general manager is the worst. His staff Daniel accommodated my family with a complimentary upgrade and the next day he asked him to tell us to pay or we would have to move to a cheaper room. I refused to pay so they made us pack up our room, family of 4 and move. The same Day we had no hot water , the water was coming out brown from the sink and there was no mention of any accommodation . We were told to simply wait. I will never stay here again. Also, beware of the scam They are running where it shows the deluxe double Room with a living room because it does not have one. The "royalty lounge" is never stocked . And so basic. Not worth the money. read more
3 months ago
2 years ago
Horrible horrible experience. Had two rooms - both parties would never stay here again. My wife and I's first room, filthy. Turned a blind eye to it. Sink clogged. Requested assistance and they said they'd send someone right up - nothing. Waited 1.5 hours, then called again. Finally after 9pm someone came up to help. Requested our room to be serviced, no one even came up. On the 19th floor, and super loud. The other family in the other room had the same experience. Tons of noise (we heard drills from construction) and about 4 x 1-2 min long trains come by (sounded like it was almost in our hotel) from 3am-6am. We finally went downstairs and they switched us rooms to the 23rd floor. The new room, nearly just as filthy. The shower was disgusting, so this time we took it upon ourselves to clean. We had milk in the fridge only to find out 6 hours later, it didn't even work. At 9:30pm, we called and the lady lugged up a new fridge. Here we are at 9am thinking we are finally settling in, and realized the ceiling is leaking water in the bathroom and it's a total health hazard. Knowing we will have to switch rooms again, we're livid. Called the front desk requested the GM and it's like bodyguards not wanting to transfer us. They said come and see what we can do. What a FREAKING JOKE. I'll make sure to share our experience with anyone and everyone online and offline. For the price we paid we court have stayed at NH collection but unfortunately chose this disgusting place with an ignorant staff. Who wants to switch rooms 3 times and burn our time during our vacation with family?? If that's you, come! read more
I just spent 18 nights there on a business trip, so I feel I have a pretty good understanding of this hotel. Service was great. Everyone is kind and helpful. This, to me, to me, is important. I never experienced any problems with the team there. Security is also high. Like it or not, ladies were often questioned at the elevator if they have a room key. They are trying to keep the hotel free of prostitution. My room was very clean. The latch on the door was busted, as seen in other pictures, but housekeeping was offered each day and the amenities are nice. A nice, comfortable and clean room make it an easy stay. Room service is prompt, but the food isn't amazing. Burgers are grey (I asked if it was pork or turkey due to the color) and undercooked. Order it one notch above where you'd usually prefer it. The pizza isn't edible, nor is the lasagna. Towards the second half of my trip I just started ordering from Uber Eats as the food in this city is amazing. The Sessions restaurant is okay. Same with the rooftop bar. I'll be back to Guadalajara for work and will be staying here each time. read more
1 year ago
2 years ago
2 words- BED BUGS. Please do not stay here unless you want to wake up with your arms full of bites. Then when brought to the attention of the staff all we got was "we're sorry." Super unfortunate because it is a nice hotel. The pool area was great but definitely not worth getting eaten alive and stressed out about bringing any bugs home. read more
4 years ago
Do not plan to stay here service is bad,the food is bad (it taste like fridge for the time they take), they harass you by following you all the way to your room, and the filters from ac are so dirty their restrooms are full of mold and dirty flimsy faucets,they called me to tell me that there was a complaint saying that my room is too loud when the volume of the television was too loud when it was pretty low, there's a lot prostitutes and scorts that come every day I thought this hotel was for families I came with my family and we are not happy with the service at all I will never come back to this horrible hotel (this is a warning to spend your money) read more
4 years ago
This hotel is horrible never again in my life will i stay here. The service is bad the workers stand around and watch you like hawks it had been around 4 times that they cancelled my card because some old hag had been watching my family thinking we are suspicious. I had got a call that there was loud noises coming from my room when in reality the tv was low and we were speaking moderately. The air vent filter looks like it hasn't been cleaned in ages. I was waking up sick to a stuffy nose and dry throat. The locks here are not safe. They are flimsy,cheap and secured by to old fellow skinny nails. The restrooms obviously weren't made to have money put into them. For room cleaning services to take forever you'd think that they clean the restroom,WRONG they restrooms are must af and are moldy and falling apart. There is a door in my room with no lock that leads to another room that is booked right now! It's so weird that they would give us a room that's for a big family and can be opened from the other side but has no lock. The room service is bad and takes forever for quote on quote "fresh food" which in reality is just reheated,bad,fridge food. It also made my family sick from who knows what bad food we ate there. And so much for having a ice machine that doesn't even work, by the time you wait an hour for your ice from room service your either already asleep or get melted ice. The elevators here for being nice and complementary are so small and take forever takes 10-30 minutes to get to your room especially when people call for the elevator and also they are really slow and can take long if your up on a higher level. Don't even get me started on the pool. That pool looks like shrek's swamp it's nasty and looks like people piss and shit in there. Just to enter the goddam nasty pool you have to call ahead or go really early cus it's full of prostitutes. My family and i ordered off of the bad menu atleast 2 times a day for the like 7 days giving them well over 500 us dollars. This hotel's system is corrupt and unorganized. They let prostitutes bribe them so they could stay. This hotel is overpriced for their bad service. This hotel is horrible in general me and my family will never stay here again and i advise anyone to not stay here. read more
7 years ago
Don't stay here. Unless you want horrible quality food and horrible service. We picked the hard rock because of the good experiences we've had at other locations. This one needs to get it together. The day we were set to check out, we went up to the pool around 10 to enjoy our food and the view. We weren't allowed to swim in the pool until 11 because they were cleaning it. If your pool hours are 10-6, why would you wait until it is open to clean it? The pool hours are ridiculous enough, the time you have to wait for service is even worse. It took over an hour for our food to get to us, and when it did it was totally wrong. We ordered in Spanish, and it was still wrong because the waiter didn't write it down. They then told us we had to pay for a later check out which I'm not doing and will dispute it on my card if they try to, because we would have been out by 12 had they not messed up our food. After charging us for the wrong food, they charged us again for the new order. How can you run a company and charge your guests for your mistakes? There's literally no reason for this place to be so unorganized. There's about 6 employees standing around doing nothing at all times. Asking for towels and waters is another daunting process. They have 3 elevators, only one works so don't be in a hurry it'll take 10-20 minutes to get in the elevator depending on your floor. Oh and ignore the sign that tells you where the ice machines are located, they are all either unplugged or out of service, so you'll have to call for ice and receive a melted bucket an hour later. If you happen to be thinking of staying here don't. Update: upon checking out, while waiting for our Uber to the airport the front desk harassed me over an unpaid room service bill. The funny part is, I paid pesos for it and signed the ticket. Why would I have signed it if i hadn't paid for it? Wouldn't it remained unsigned until it was paid?!!! We ordered room service 3 or 4 times and each time we paid. The one coffee I paid cash for magically was unpaid even though the ticket was signed and I very vividly remember paying for it. We also tipped each time even though there is a 15% gratuity already added on. It didn't matter how many times I told them I paid for it, they called the server who then told me I didn't. Remember, this is the same hotel who messed up our food multiple times. I know I paid. I ended up having to be a total jerk to them. It's not about the money, it's about the way they treat their customers. The only cool part about this hotel was the bar. The live music was awesome, the band did an amazing job, the bartender made excellent drinks and our food came out correctly. Seriously go to another hotel though. I plan on calling corporate once I'm back in the US read more
The first thing that struck a negative chord for me was the extremely slow elevator system. Plan ahead when you are leaving because it takes time. Once you walk in the room, it will likely be very hot because the AC doesn't work without a key inserted in the key slot. Once you put in the key, the blinds will open on their own. The controls are on the ipad besides the bed. The room is decent size with adequate lighting. The furniture provided is practical. The bathroom is fine although the shower heads are showing signs of aging. The breakfast is served on the 1st floor and the buffet selection is quite nice. read more
6 years ago
Why would you harass your customers over taking pictures in the hotel? I was approached by security and told bit to take pictures and or video. I didn't stay at the hotel so this review is not for the rooms. But we had gone to have lunch and had spent about $200 US at the gift shop as I do at every location I visit around the world. I would think that during covid19 and low room bookings you would welcome any customer with open arms. Never been treated so poorly in other Hardrock. We left and had lunch elsewhere. I come to Guadalajara a weekend every month for business, definitely will not stay here. Gracias, y adios. read more
Great hotel. Brand new and still in soft opening. Rooms were spacious and clean. Bathrooms were large and clean. Bed was super comfortable. Everything is modern. You control everything from a tablet. The service was good. Very accommodating and will do anything to make your stay better. I worked with Alma the group sales manager and she was prompt and made sure our group was taken care of. Raul was the amazing guy out front making sure everyone is welcomed. The hotel as of 10/24 isn't all the way done in terms of the typical Hard Rock memorabilia. The high floors are still under construction. Unless you look for it, it won't affect your stay. Hotel bar is friendly. Restaurant is good. Good array of Mexican food. Spa is not yet opened and the gym was amazing. read more
4 years ago
The pool apparently closes Mondays all day for maintenance without telling their customers ! The one day i wanted to spend relaxing by the pool and they have it closed ! No mention anywhere ! I am so disapointed at this hotel and i dont think i want to stay at this location again ! read more
8 years ago
I'm beyond impressed with the details and services everyone is helpful and so kind! I'm going to have to stay here next visit to GDL! read more
4 years ago
