You Have Questions
Hard Rock Hotel & Casino Atlantic City Has Answers
Before visiting, please review our travel update page for frequently asked questions and updates here.
Here at Hard Rock Hotel & Casino Atlantic City, we have so many options, programs, services, and specialty offers available, guests are sure to have a few questions. Check through our Frequently Asked Questions below to find answers to some of our most common inquiries. If you can’t find the answer to your question, do be sure to contact us directly for any additional information. At Hard Rock, you’re the star, and we are here to help in any way we can.
WILL YOU MATCH MY TIER FROM ANOTHER CASINO?
Yes, we do have a tier match program. Already have a player’s club card at another casino? Check out our room rate tier match.
Offer valid one time only. Multiple reservations are subject to cancellation.
I HAVE A REWARDS CARD AT ANOTHER HARD ROCK PROPERTY, DO I NEED TO SIGN UP AGAIN?
You will need a new card for our Atlantic City location. By signing up for Wild Card Rewards, you will get exclusive updates and offers.
WHERE DO I GET MY WILD CARD?
You can pick it up at Wild Card Services.
HOW CAN I USE MY WILD CARD?
Insert your Wild Card into any Slot or present it to a Table Games representative to start earning! Comp Dollars can be redeemed at your favorite restaurants and stores at Hard Rock Hotel & Casino Atlantic City. Free Play can be accessed directly at any Slot simply by inserting your Wild Card and entering your PIN.
HOW CAN I CHECK MY WILD CARD REWARDS BALANCE?
Balances can be checked online at hardrockhotelatlanticcityrewards.com by signing into your Wild Card Account or, if at the casino, visit any Rewards Kiosk located around the Casino Floor.
HOW DO I BECOME ROCK ROYALTY?
To become Elite, earn 4,000 Tier Credits from June 1 – May 31. To become Rock Royalty, earn 15,000 Tier Credits from January 1 - December 31.
HOW DO I GET SPECIAL OFFERS?
Be sure to keep your email and your mailing address updated and use your Wild Card every time you play. The more you play the more chances you have to WIN BIG!
WHERE CAN I PURCHASE GIFT CARDS?
Gift Cards can be purchased online here, or on property at Hard Rock Hotel & Casino Atlantic City.
WHERE CAN GIFT CARDS BE REDEEMED?
Hard Rock Atlantic City Gift Cards can be redeemed at any restaurant or outlet in our casino and hotel. Please note: the Gift Card is only valid at Hard Rock Hotel & Casino Atlantic City.
WHERE CAN I CHECK MY GIFT CARD BALANCE?
You can check your Gift Card balance here.
CAN I EXCHANGE MY GIFT CARD FOR FREE PLAY?
Yes, you can take your gift card to Wild Card Services to exchange it for Free Play. Maximum exchange of $500 per customer, per day.
HOW DO I USE THE GIFT CARD?
Our Gift Cards are simple to use, it works just like a credit card. Just present the card at the time of purchase to redeem.
CAN I USE MY GIFT CARD FOR GAS AND CAR WASHES AT ROCKTANE?
WHAT ARE THE DOLLAR AMOUNTS IN WHICH GIFT CARDS ARE SOLD?
Gift Cards are available in different amounts up to a maximum of $500.
CAN COMP DOLLARS BE USED TO PURCHASE GIFT CARDS?
No, Gift Cards are only available for purchase with cash or credit/debit cards.
CAN I HAVE A GIFT CARD DELIVERED TO ME?
We do not mail physical Gift Cards, but you can send digital Gift Cards here.
CAN I SCHEDULE A DIGITAL GIFT CARD TO BE SENT AT A LATER DATE?
Yes, check out our Gift Card site here.
ARE GIFT CARDS REDEEMABLE FOR MATCH PLAY FOR TABLE GAMES
No, not at this time.
WHAT IS THE GIFT CARD RETURN POLICY?
The Gift Card is redeemable for merchandise or services only and may not be redeemed for cash and cannot be returned.
CHECK IN & CHECK OUT
Check in begins at 4:00 pm, Monday - Saturday and 5 pm on Sunday. Checkout is at 11:00 am. Express checkout is available through your e-mail, room phone, television or by completing an Express Checkout card and either dropping it in our Express Checkout bin or by leaving it with one of our Front Desk representatives.
TAXES AND FEES
Our resort fee is $17 per night, plus applicable tax. The resort fee encompasses high-speed Wi-Fi access throughout the property, unlimited local calls, access to our indoor pool and seasonal deck area, along with access to our fitness center Body Rock. All reservations are subject to this resort fee.
State Occupancy Fee
The State of New Jersey imposes a daily fee of $3.00 on every occupied casino hotel room in Atlantic City. All reservations are subject to this occupancy fee.
Tourism Promotion Fee
The State of New Jersey imposes a daily fee of $2.00, plus applicable tax, on every casino hotel room in Atlantic City. All reservations are subject to this tourism fee.
A credit card is required at the time of check in. $100 per stay is authorized at the time of check in to cover security deposit, as well as any impending incidentals being billed to your hotel room. Any unused amounts will be released at the time of check-out. Based on your financial institution your credit or debit card may experience extended hold times.
All paid reservations are subject to a 24-hour cancellation policy, unless otherwise noted, and will result in forfeiture of first night’s room and tax. Complimentary reservations will be cancelled by 9:00 pm on the day of check-in and are subject to a $50 “no-show” fee.
*All package reservations must be cancelled 72 hours prior to arrival date.
Coolers are only allowed in hotel rooms for medical purposes. Coolers being utilized for these purposes cannot be larger than 12”x12”.
All rates are based on single or double occupancy. Each additional guest is $20.00 per person, per night. Up to four (4) adults per room.
ROOM TYPE POLICY
Requested room types may not be available during certain visits. We will do our best to try and accommodate everyone’s request so please speak to the Front Desk upon check in.
EARLY CHECK IN
Any guest can request and early check in, however these requests are based on availability. If your accommodations are not ready upon arrival our Bell Staff will be happy to hold your belongings until your hotel room becomes available.
LATE CHECK OUT
Late checkout requests are taken night before departure date, based on availability and subject to late checkout fees. If late checkout is not taken our Bell Staff will gladly hold your belongings until you choose to depart.
Connecting rooms are available upon request. Any guest may request connecting rooms, but these requests are not guaranteed and are based on availability.
ROLLAWAY BED POLICY
Rollaway beds are available for a $35 per stay. Limit 1 rollaway bed per room, excluding rooms with two queen beds.
ACCESSIBLE ROOM POLICY
We provide accessible rooms with the following feature: hearing impaired rooms and physically impaired rooms. Please request if necessary at the time of booking to ensure room is available on your arrival date.
OUTSIDE FOOD AND BEVERAGE POLICY
With over 20 dining outlets throughout property our Food and Beverage staff is happy to accommodate any of your dining needs. For this reason, we do not allow outside food or beverage on property. Only “personal size coolers” used for medicinal purposes will be allowed up to hotel rooms.
Alcoholic beverages brought into the hotel for personal consumption will be limited to one six (6) pack of beer or one bottle of wine/champagne per hotel room. Liquor used to make mixed drinks will not be allowed into the hotel.
Please make sure to smoke in designated hotel rooms only. A non-refundable $250 cleaning fee will be assessed to any guests smoking in non-smoking rooms.
ARE PETS ALLOWED AT HARD ROCK HOTEL & CASINO ATLANTIC CITY?
Pets are not allowed anywhere on Hard Rock Hotel & Casino Atlantic City property. Service animals, which are individually trained to do work or perform tasks for people with disabilities, are permitted. All service animals must be registered when making a hotel reservation and confirmed at the time of check-in.
PARKING & VALET
Self-Parking and Valet are available at posted rates. These rates are subject to change based on availability.
Uber and Lyft are welcome. Drop-off and pick-up locations coming soon.
Wi-Fi access is available and free to all guests. Enjoy in your hotel room and in our lobby, lounges and common areas.
Rates and consumer information is available by dialing 0 from your hotel room phone.
Additional deep cleaning fees may be assessed after check-out if deemed necessary by housekeeping department. In cases of abuse, or misuse, of hotel rooms additional fees may apply. The guest will be responsible for all charges related to deep cleaning of room.
More information coming soon.
More information coming soon
A 10% discount is given to AAA members. Be sure to provide your booking agent with all proper identification while making your reservations and check in.
TAX EXEMPTION POLICY
In order to be considered for tax exemption on lodging charges, a certificate of tax exemption must be provided from the state of New Jersey or from an approved Federal Agency prior to arrival. The certificate of tax exemption must be printed on letterhead with the arriving guest’s name included and must include the Seal of the State of New Jersey or corresponding Federal Agency. In addition to this document, pre-payment must be in the form of a check from the New Jersey State Agency or corresponding Federal agency, the arriving guest must be named, and payment must be received at least 2 weeks prior to the date of the arriving guest. The incomplete status of an application for a tax exemption will result in denial of the exemption, and full payment will be required at the time of check out, inclusive of taxes.
Only lodging charges (room & tax) are eligible for tax exemption, and no other method of payment will be accepted for tax exempt charges. Resort fee is not a tax, and is not eligible for tax exemption.
Reservations for guests under the age of 21 will not be honored. A valid, government issued ID will be required at the time of check-in.
ELECTRIC VEHICLE CHARGING STATIONS
Where can I charge my electric vehicle?
The property offers complimentary electric vehicle charging stations at both Self Park and Valet. These stations include a dedicated Tesla charging station and universal charging station. For Self Park, the two stations are located on the 2nd Level of Self Park next the Flavor Tour promenade and are on a first come, first serve basis. For Valet, please advise the Valet Attendant upon arrival that you wish to have the vehicle charged while on property.
Is the Pool open?
The pool is currently open, and located on the 4th floor of the South Tower.
The Hours of Operation for the Pool Area are 10am to 6pm Monday-Thursday, 10am to 8pm on Friday, 8am to 8pm on Saturday, and from 8am-6pm on Sunday. The Pool is located on the 4th level of South Tower. The outside Sundeck is closed for the season and will reopen in Spring of 2021. Children must be accompanied by an adult. Children in diapers are to wear swim diapers that may be purchased on site. Pool toys including balls, rings, water guns, or noodles are strictly prohibited.
Per the NJ Executive Order of Indoor Pools, the amount of guests are being limited and Hard Rock has the right to close the pool area due to capacity restrictions mandated by the NJ Executive Order.
The current mandated New Jersey Executive Order pertaining to COVID-19 mandates capacity restrictions of all in-door pool areas in the State of New Jersey. The Company will actively monitor the total occupancy of the Pool Area and reserves the right to close the Pool when capacity is reached.
BOX OFFICE PHONE NUMBERS
Group Sales Info - 609-449-6037
ADA Sales Info - 609-449-6037
Ticket Master US Help Line: 800-745-3000
BOX OFFICE HOURS
WILL CALL AND BOX OFFICE POLICIES
Ticket pick-up is anytime the day of the show during box office hours. Tickets may not be picked up prior to show date. Customers must present a picture ID the actual credit card used to place the order, and or confirmation number. Hard Rock cannot accept third party “drop offs” or name changes from patrons.
Tickets are non-refundable and cannot be exchanged. In the event a concert date is changed, see Ticketmaster.com for refund restrictions or call US Ticket Sales: 800-745-3000
If the event is cancelled, ticket holders are entitled to a refund of the face value of the ticket at point of purchase.
Persons who bought tickets online will receive an automatic refund. Please allow 7-10 days for this refund to be processed once the show cancellation is announced.
Persons who bought cash tickets through the Hard Rock box office must return to the box office for a refund.
Hard Rock Hotel & Casino – Atlantic City is committed to providing a safe and secure environment for our guests to enjoy their visit to our venues.
We encourage you to review our safety and security information below prior to arriving at the venue.
- Please arrive early to the venue to allow enough time for you and your guests to move through the queue and enter the venue.
- Prior to entering the venue, guests will be searched (wand or walk through metal detection and/or pat-downs) to ensure that none of the restricted items enters the building.
- We suggest you leave valuable and unnecessary items at home.
- You may be asked to empty your pockets of all items so that they can be examined.
- All alcohol and narcotic laws will be strictly enforced.
- All bags will be searched, and no large bags or backpacks will be allowed.
We reserve the right to refuse entry to anyone. If you see something that concerns you, please say something to our management or Security so we can ensure the best experience possible.
SAFETY AND MEDICAL
Hard Rock is dedicated to providing a safe environment. Public and private security will be present throughout the entire event. The Security Staff will be available to assist your needs including any medical requests.
(Keep in mind priority number 1 is to HAVE FUN! Just please do it without the items listed below)
- No Outside Food or Drink Allowed
- No guns, knives, weapons, pepper spray, projectiles of any kind, or any other item that could be used to inflict harm.
- Replicas of any type of weapon are NOT permitted.
- No drugs, drug paraphernalia or illegal substances of any kind
- No personal video cameras, Go-Pros, selfie sticks, drones, masks or laser pointers.
- No professional audio, video, or audio recording equipment - (including detachable lenses, tripods, zooms or commercial use rigs)
- No unsealed liquids or gels of any kind
- No jewelry or clothing that could inflict harm
- No large bags over (10” x 10”), backpacks, Camelbacks or Bota bags
- No stuffed animals or toys of any kind
- This list of prohibited items is subject to change at the discretion of venue management
Zero Tolerance For Drug Use or Possession
The use or possession of any illegal drugs will not be tolerated anywhere inside or outside the venue. Security personnel and narcotics officers will be working and enforcing all drug related laws. Do not bring any illegal substances to the event as violators will be prosecuted to the fullest extent of the law. If you are found inebriated at the door, security will not allow you to enter the venue. Event staff reserves the right to refuse entry to anyone. Please come with a smile and be prepared to enjoy a fun filled night of music and dancing.
Hard Rock venues offer ADA seating for those with disabilities. To purchase tickets, please contact the box office directly at 609-449-6037, or on Ticketmaster.com. To inquire on-site/upon arrival, please arrive as early as possible to speak to a Lead Usher or Box Office representative for further assistance.
All patrons must have a ticket regardless of age. Appropriate adult supervision is required. Some performances may not be suitable for young children and venue management reserves the right to refuse admission for any reason. Children of any age may NOT attend a concert of performance deemed 18 or 21 to enter. Please see event details on Hard Rock.com for specific age restrictions by event.