Frequently Asked Questions

You have questions, we have answers.

We have so many options for Dining, Slots and Table Games and even specialty offers available, we are sure you'll have a few questions. Check through our Frequently Asked Questions below to find answers to some of our most common inquiries. If you don't see an answer to your question here, then shout, shout, let it all out on this Contact Us form. At Hard Rock Bristol, you’re the star of our show, and we are here to help in any way we can.

Please be advised:

Children and young adults under the age of twenty-one (21) have limited access to the amenities on property. The following areas are not accessible to underage guests due to state gaming laws: Casino gaming, Hard Rock Cafe, Council Oak Steaks & Seafood, YOUYU Noodle Bar, Hard Rock Live, Unity Store / Rock Shop (main level).

All guests must pass through a weapons detector and present a valid government-issued photo ID to access the gaming floor. 

Casino

  • How do I get a line of credit?
    You may contact your Casino Host for assistance or apply online.
  • Do you have a list of slot machines at your location?
    With over 1,400 slot machines, our variety of games and themes are constantly changing. Feel free to press the service button at a machine and a casino representative will be happy to help you find your favorite machine. 
  • Is smoking permitted?
    Smoking is permitted in designated areas on the main casino floor only. Smoking or vaping Marijuana or any derivatives is strictly prohibited on premises. 
  • Do you have a separate entrance to non-smoking?
    There is a separate entrance to the lower level located around the back of the resort. Using this entrance allows guests to enter the property to access the non-smoking Casino, Poker Room, Constant Grind (coffee shop), Marketplace, Rock Shop and our current event spaces, Rhythm and Harmony rooms. 
  • How do I sign up for a Unity by Hard Rock account?
    Joining is fast, free and easy. Stop by the Players Club with a valid photo ID to sign up. Must be 21 or older. Rack up your Unity by Hard Rock rewards, earn Unity Points and qualify for promotional offers. Or go to unity.hardrock.com to sign up and get the most out of Unity. For additional information and FAQs, please click here.

Hotel

  • What time is check-in & check-out?
    • Check-in begins at 4:00PM. Check out is at 11:00AM. Express checkout is available through the television in your room.
    • Guests must be at least twenty-one (21) years of age to check-in. Reservations for guests under the age of 21 will not be honored. 
  • Can I request an early check-in?
    Any guest can request an early check-in. However, these requests are based on availability and are subject to early check-in fees. If your accommodations are not ready upon arrival, our Bell team will be happy to hold your belongings until your hotel room becomes available. 
  • Can I request a late check-out?
    • Late check out requests are taken the night before your departure date, based on availability and subject to late check-out fees. If late check-out is not taken, our Bell team will be happy to hold your belongings until you choose to depart.
    • Any belongings unclaimed for 48 hours will be surrendered to Security as lost & found items.
    • After the required retention period, Security will donate lost items to AMVETS to support veterans with healthcare, housing, education, job training and more.
  • What do I do if i left something behind?
    Please complete this form. Make sure you provide a detailed description of the lost item, including the brand, color, size and any distinguishing features. After you submit the form, we'll send you an email with the next steps. We know you'll be eager for answers, but we ask you don't send a separate email.
  • What is the Cancellation Policy?
    • Reservations cancelled 24 hours prior to the 4:00PM check-in time on the day of arrival, will be fully refundable (if applicable). If the reservation is cancelled less than 24 hours prior to the 4:00PM check-in time on the day of arrival, the first night's deposit on the reservation will be forfeited.
    • Complimentary reservations without a listed arrival time will be cancelled at 8:00PM due to high demand. If your arrival time is later than 8:00PM, please call us at 276-696-3660 with the estimated arrival time, and a $50 deposit will be taken to guarantee late arrival.
    • Pre-paid reservations made through a third-party travel site such as Expedia, Priceline, Hotels.com, or Booking.com are not subject to the cancellation policy above. Please contact the third-party travel site for additional information. 
  • Can I bring a cooler to my room?
    Coolers are only allowed in hotel rooms for medical purposes. Coolers being utilized for these purposes cannot be larger than 12"x12". Larger coolers must be returned /stored in your vehicle. 
  • I'm traveling with multiple people, are there extra charges?
    All rates listed on our reservation site are based on single occupancy with up to four (4) adults per room based on the room type booked.
  • Can I change my room type?
    • Requested room types that are different from the type of room booked may not be available during certain visits. We will do our best to try and accommodate everyone's requests, but there are limited room types in each category.
    • Reservations made through third-party travel sites such as Expedia, Priceline, Hotels.com, or Booking.com are subject to staying in the room-type initially booked and cannot be altered. 
  • Do you place a hold for a security deposit on my credit or debit card?
    • A credit card is required at the time of check-in for all reservations. This includes a pre-paid and complimentary reservations and reservations pre-paid through a third-party travel site. A minimum authorization of $100 per night per room, up to $300, will be authorized to cover the security deposit, fees as well as any incidentals being billed to your hotel room in addition to any room rate authorizations that are required.
    • The hold will be released at check-out provided there were no charges billed back to the room. If you use a debit card, it can take up to 7 days for your financial institution to release your funds.
  • Do you have a resort fee?
    • All reservations are subject to a $14.99 per night resort fee.
    • This fee is waived for Icon and X Unity by Hard Rock members only.
  • Do you offer complimentary parking?
    • Hotel guests wishing to utilize the complimentary self-parking are encouraged to unload their luggage under the porte-cochere at the main entrance prior self-parking.
    • Valet can be utilized at the porte-cochere and is $12 per night.
    • Star, Legend and Icon Unity members receive a $2 discount per night.
    • X-Card members receive complimentary valet.
    • Valet must be paid via the kiosk located opposite of the hotel entrance.
  • Where can I park my RV/Truck-trailer?
    • Monday – Thursday, we allow RVs and Truck-trailers to park in the Piano lot at the rear of the building near the Studio Entrance, look for the purple Piano signs.
    • Friday – Sunday, special accommodations need to be arranged for offsite parking with our Security team. Don’t worry – we can shuttle you!
  • Do you allow smoking in hotel rooms?
    All our guest rooms are non-smoking. A minimum non-refundable $250 cleaning fee will be assessed to any guests smoking or vaping in a room or hallway when it is detected by our state-of-the-art monitoring systems or housekeeping.
  • Do you allow pets?
    • Yes, but only dogs are allowed to jam out at Hard Rock Bristol! Devoted dog owners who travel with their well-mannered pups are welcome to enjoy the comfort and enjoyment of the resort. A non-refundable fee of $100 per stay will be assessed at time of check-in.
    • Please let us know in advance if you are traveling with your furry family as pet-friendly rooms are limited and located only on a certain floor.
    • For an additional $150, guests can upgrade their dog’s stay with Hard Rock’s pet-friendly program, Unleashed. Click here to learn more about Unleashed.
  • What if I have a Service Animal?

    In accordance with the Americans with Disabilities Act (ADA), service animals are permitted, and no fee is assessed.

  • What if I have a tax exemption?
    • To be considered for tax exemption, a certificate of tax exemption must be provided from the state of Virginia 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 and include the Seal of the Commonwealth of Virginia or corresponding Federal agency. Any incomplete status of an application for tax exemption will results in denial of the exemption and full payment will be required.
    • On property fees (resort and occupancy) are not a tax and is not eligible for tax exemption.
  • I'm flying in, can I Uber/Lyft from the airport?
    • Uber and Lyft are welcome to deliver you to and from the airport (Tri-Cities) or downtown area. Drop-off and pick-up will be in the port-cochére next to the valet arrival entrance.
    • As the resort is located very near the Virginia/Tennessee state line, Uber and Lyft wait times can be extended if your requested ride is across state lines.
  • Is there complimentary Wi-Fi access?
    Wi-Fi access is available in all areas inside the building including hotel rooms, indoor/outdoor pool area, and common areas.
  • Where can I charge my electric vehicle?
    The property offers several electric vehicle charging stations at both self-parking and valet. These stations include a dedicated Tesla charging station and universal charging station.

Indoor/Outdoor Pool

Other