Policies
At what time is Check In on Sundays in Atlantic City?
On Sundays in Atlantic City, Check In Begins at: 5:00 PM
What are the two mandatory cross-sell when making a hotel reservation?
Future Hotel Stay and Dining Reservation
How much is the Deposit needed in our Sacramento property to guarantee the complimentary night?
$100
Which Synxis properties have smoking rooms available?
None of them have smoking rooms
Mention 2 benefits of being a Unity Member.
Discounts
Comp Nights
Vouchers
Casino Promotions
What's the Smoking Policy for our Sacramento, Immokalee and Synxis properties?
They are NON-Smoking Properties.
If a Guest is calling to update their Estimated Time of Arrival (ETA), how should we proceed?
Locate the reservation on LMS and update the ETA.
If a Unity member wants to make a reservation for the Mirage Hotel & Casino Las Vegas, what should be the correct steps to follow?
Ask probing questions to uncover guest needs, acknowledge and warm transfer to LASV Hotel RESV skill.
Which of the following properties stopped serving as a Hard Rock Hotel?
London on May 25th
If we have the CT (Consent) Flag shown on the guests’ account. What is the correct procedure?
Verify the account, read the consent policy and send the email/SMS
What is the current cancellation policy for COMP nights in Sacramento?
Until Same day at 4:00 PM and must be cancelled on LMS
What should we include on a COMP night reservation recap?
Comp:
Property, Day and Date of arrival, Day and Date of departure, ETA, Amount of Guests
What are the only scenarios under which we could proactively offer offsite properties in Tampa?
Can we cancel or modify these reservations?
Property is Fully Committed for Comps and No Casino rate is available.
YES, we can cancel and modify these reservations.
Which property is not pet friendly?
Desaru Coast
What does the tag “ID” means in Halo and how should we proceed?
ID Expired, we must verify the account and then inform the guest to visit the Player's Club to update their ID
For our Tampa and Hollywood properties, what are the No - Show Fees for all Unity Members?
$100 No show Fee
Xcard Members: 10.000 Unity Points
If guests mention that they are not Unity members what would be the next step to take during the call?
We must offer enrollment and advise the guest of 2 benefits of having a membership.
What's the correct procedure for Early Check in requests in Atlantic City?
If the guest is requesting to Check in Before 12:00 Pm we must offer the price and advise that is based on Availability.
If the guest is requesting to Check in after 12:00 PM, we must advise that is Not Guaranteed.
Which property does not have The Sound Of Your Stay?
Reverb By Hard Rock in Downtown Atlanta
If a Unity member would like to book a reservation at the Hard Rock Hotel Puerto Vallarta, will they be earning Unity points by staying at the property and could also redeem them after their stay?
NO
What are the mandatory policies for a Leisure Guest?
-Cancellation Policy
-Check In - Check Out Time
-Incidental Hold
-Valid Picture ID and Credit Card
In our Atlantic City Property, if an In-House guest is calling to extend their stay, what should we do?
Advise the guest of the rates and book the new reservation. (Always offer what we have available either comps, discounted rate or BAR).
Once the reservation is booked, Advise the guest to go in person to the Front Desk to tie the reservations together and refresh the keys.
What is the Process for Lost & Found in our Marbella Property?
Guest must send an email to guestservice@hrhmarbella.com with the reservation information.
What are some of the available amenities in most of our Synxis properties that we can offer to our guests?
What are the All-Inclusive Properties? (Name 3)
Hard Rock Hotel Puerto Vallarta
Hard Rock Hotel and Casino Punta Cana
Hard Rock Hotel Cancun
Hard Rock hotel Los Cabos
Hard Rock Hotel Riviera Maya