I guess they rushed to get the rooms ready for reopening. But I noticed that the wood work/wall trim/door had paint chipped already. The property has only been open a few months and still has to work out some kinks. I stayed at this location last month as part of my company's annual Tahoe Ski Trip. I have stayed at other Hard Rock Hotels before. You would think the general manager wouldn't want bad reviews for his hotel but he has shown no concern whatsoever, not even a phone call. Very disappointed because I looked forward to this place opening since last year. As for the money they spent on upgrades, the rooms are still the same as they were when it was the Horizon, they do have more slot machines but basically the look is still the same as the horizon. We have a whole dance studio that comes up every July with over 400 guests and I will make sure that this is not one of the casinos they choose. I will never trust this casino again and I will make sure to not refer any of my family or friends to this casino. I visit Tahoe a lot and this is the worst experience I have ever encountered. I understand that I left the phone there but the bartender found it and told me I could pick it up at security. I am furious, they have video footage of one of their employees picking up the phone and now they can't find it. I have been informed that I would be getting calls back but no one wants to follow up so I have to keep calling. The security at hard rock is very disorganized and at the least someone is a thief. So I email him on April 3rd and still have heard no response from him. I asked for the general manager of the casino hotel and I was informed they have no number to give me but I can email him. This is an almost $500 phone that has irreplaceable pictures and personal info as well is used as a work phone. Again I am furious that a brand new hotel would takes this matter so lightly. A week goes by and finally we talk to the head of security and they inform us that one of their employees has stolen it but they don't know who it is, so they can't reprimand anyone. I was informed that I would receive a call back from the head of security which never happened. After much back and forth with security personnel, one of their employees stated they don't know what happened and he also stated that he was smarter than everyone he worked with, which was very poor words to say to a customer. Mind you we took the 2 hour drive up there the next day and security said they did not have it.

I visited this hotel with my parents and our cell phone was left at the bar and the nice bartender called and let us know that the phone would be with the security department.

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