Seminole Hard Rock Hotel & Casino Hollywood

I’ve always believed that a casino should be a place where guests go to relax, have fun, and feel welcomed. Unfortunately, my visit to the Hard Rock Casino in Hollywood, FL on December 3rd left me feeling anything but that. I arrived that day excited to enjoy myself, pick up my reserved gift, and use my free play — something I had looked forward to. Instead, I was stunned to discover that my casino card had been suspended without any notice or explanation. Just like that, I couldn’t get my gift, couldn’t use my benefits, and couldn’t play. It was not only confusing, it was embarrassing. Standing in the Player’s Club line with others who were just as lost and frustrated felt awful. When the staff told me the suspension came from “upper management,” I felt this heavy sense of guilt — as if I’d done something wrong, even though nobody could tell me what it was. That feeling alone ruined my day. I reached out to several managers and later emailed customer service, only to receive a generic, copy-and-paste response that didn’t address my situation at all. Ironically, I then received a survey from the casino’s president asking about my visit — so I explained everything again. Only after that survey did I get a nicer email assuring me my case would be “seriously investigated.” That was days ago. As of today, I still haven’t heard back. Meanwhile, I continue getting emails and mailers offering free rooms, free play, and gifts — all of which I am apparently not allowed to use. These offers feel meaningless now, and honestly, a little misleading. For context, I moved to Florida from Connecticut three years ago. I was an Ascend member at Mohegan Sun for ten years — treated with respect, always informed, never blindsided. I also held a high-level card at MGM Springfield and always appreciated their transparency and hospitality. Those casinos earned my loyalty because they valued their guests. Hard Rock was slowly starting to grow on me. Their marketing had improved, the atmosphere was fun, and I was beginning to feel like this could become “my” new place. But this experience showed me something different — a lack of communication, lack of accountability, and most of all, a lack of regard for the feelings of long-time customers. Most people I’ve spoken to say the investigation will probably lead nowhere. I truly hope they’re wrong. But I’m sharing my experience because I think other players deserve to know that situations like this can happen without warning, and you may walk in one day expecting to enjoy your visit — only to find your card suspended, your benefits gone, and no explanation at all. I don’t write this out of anger but out of disappointment and genuine concern. Guests deserve transparency, respect, and fair treatment. I sincerely hope Hard Rock takes this matter seriously and makes improvements so no other guest has to feel the way I did that day.

Great looking hotel with very nice rooms , especially in the Guitar wing, but: 1) casino very smoky and smelly - even the nonsmoking area induced sneezing! 2) pool area very crowded and pool somewhat cloudy - ?d/t numerous small children 3) location not ideal - long Uber to beach The restaurants were great , but expensive and the staff very pleasant and helpful.

We recently visited the Seminole Hard Rock Hotel & Casino for what we hoped would be an exciting first-time casino experience. Unfortunately, our visit was extremely disappointing due to the loss of my partner's wallet and the handling of the situation by security. We ended up cutting our evening short after realizing the wallet was missing. We immediately sought assistance from the casino's security team. They assured us they would review the CCTV footage, which gave us a glimmer of hope. However, the subsequent interaction was frustrating and ultimately led to our profound disappointment. The security personnel insisted that the footage showed my partner never took her wallet out of her bag. This assertion is simply impossible and contradicts the facts of our night. My partner had definitely withdrawn money from her wallet multiple times throughout the evening to be able to play various machines. To be told that the evidence suggested we were mistaken about such a basic action felt dismissive and unhelpful. We understand that security has protocols to follow, but their unwavering insistence on this point left us feeling unheard and unsupported. We drove home feeling very disheartened. What should have been a fun first experience turned into a stressful, upsetting event compounded by an unsatisfactory response from the staff we turned to for help.

I would not return to this place but then again I am not a gambler, smoker or heavy drinker. I just thought it would be different from my typical 4 star Marriott type hotel that I usually stay at. Housekeeping only made up my room 2 out of the 4 nights I was there, with one of the “not done” days the housekeeper aware that I was leaving for the day as she was right across the hall cleaning. Indifferent attitude on the part of management in remedying the situation the next day. Said she “would try” to see that it was done. Having my room cleaned is one thing I enjoy and expect when I’m traveling so an indifferent attitude on the part of managment is unacceptable. At least I didn’t feel guilty about not tipping. Another thing I found strikingly cold is that most of the employees throughout the property are not trained on just how to basically be friendly to guests. Not all of course, but there were few smiles, thank you’s, hello’s and good morning’s. It’s obvious that they aren’t even taught to at least fake some sense of friendliness. In particular the security guys who guard the elevator banks; my goodness maybe they are just unhappy people or quite possibly the younger generation these days.

wow, outdated room, different color light bulbs, some cold some warm. the casino staff are really good. the casino however is really just there. the music in the place is a playlist of music you never want to hear annoying crappy music that makes the experience really horrible. you would expect in a high limit room to be carefully curated however it’s the same screeching never been on the radio that has videos and songs nobody listen too. bad vibes at the hard rock, could be so cool just isn’t, they should change the music policy and limit it to th artist whose costumes adorn the walls.