Just received the worst customer service on the phone with John trying to book this hotel and ask questions, i even asked for a Manager and he put me on hold and never transferred me ON PURPOSE, then did not answer the phone anymore when i hung up and called back and thank goodness i did not book it, especially after that experience and then coming here and reading the reviews and seeing the horror story photos! this Hard Rock should be ASHAMED of themselves. I am not used to this because my local Seminole Hard Rock in Hollywood, FL is not this way. I do not even trust the hygiene, bacterias or lord knows what else you would catch at this hotel. SO SAD! because Lake Tahoe is BEAUTIFUL and it would have been nice to have a Hard Rock there, but this is not it. they cannot call themselves a hard rock brand hotel. even the shuttle service they recommended were RUDE to me on the phone. we are planning a 20 year anniversary trip there and i would never stay here after seeing the disgusting photos! this place needs a complete face lift, new staff and a miracle. theres no way i would risk coming here now, to have them ruin a milestone celebration. i would have to take a 6 hour flight and 7 hour train ride and a bus to get to this hotel and i would expect a lot better service than i got today, i can only imagine on site. no thanks!