I have stayed at most of the Hard Rock Hotels around the world and almost always have a great experience. Went for a milestone birthday celebration for my wife this weekend and called and emailed in advance to notify the hotel of this and ask for something special to help commemorate this important milestone. First gave us a less than room (low floor and immediately adjacent to elevator), which we ended up changing. Also asked front desk staff and Concierge multiple times to do something special for my wife, which fell on deaf ears. Then asked to speak to the hotel manager twice, second time I spoke with Frank (manager) who sounded extremely bothered to have to talk to me. He offered me a late check out….as we were checking out. Also sent up 3 frozen super tiny mini cupcakes the size of a half dollar as we were leaving- day after her birthday. Hotel has a great location, clean, but lacking in the fun memorabilia the Hard Rock is typically known for. If you need a hotel near Times Square, this is a viable option. If you’re planning on something special, this is not be the place for you, the physical hotel is nice but the customer service is missing, and management doesn’t care. Would have not picked the Hard Rock again for our celebration. And just for good measure, the wait time to get my car from the valet was 2.5 hours….. yes, you heard that correctly, 2.5 hours. We took matters into our own hands and went over to the parking garage ourselves and had our car in 5 minutes.