My extended family, 11 total, just returned from spending 8 days at the Hard Rock. Overall, we had a nice vacation, but in my opinion, there is no way that is a 5 star resort! I would it give it a 3 star rating at best!
POSITIVES:-Rooms-my wife and 2 teenage daughters and I stayed in a Family Caribbean Suite (building 4A) and the rooms/bathrooms were nice and large.
The beach and pools were very nice with a constant breeze.
The music was very good throughout the resort.
Most restaurants and snack bars were good. Our favorite restaurants were Zen, Ipanema, Ciao and Pizzeto. We had breakfast most of the time at The Market, and it was good.
We saw 3 entertaining shows at the Theater; Michael Jackson, 70's-80's Disco Night and the Circus.
The Sports Book in the Casino is very cool. I would place small daily bets on my favorite MLB teams.
Tatiana (Pool Concierge at the Sun Pool & beach) was wonderful! She was very nice, helpful and speaks good English!
NEGATIVES:-I am estimating that only 20% of the workers speak English. It was extremely difficult to communicate with most workers, on the phone or face to face. Most times, they would say "no English" or "no comprende"!
Poor communication throughout the resort. It would have been extremely helpful if they would provide a daily itinerary/activity sheet for each room or on a TV channel, instead of having to go outside to find a daily activity board. Furthermore, these boards were not very detailed. For example, it would say 6:00 PM Movie, but no movie title or location. Good luck trying to find someone to help you with that!
Room service was bad; orders were incorrect and breakfast was usually cold. It was very frustrating, because the person taking the order to would double check the order with me before hanging up! However, the late night snacks were good.
Poor housekeeping, in regards to getting hand towels and wash cloth's. We had only one hand towel per bathroom and no wash cloth's the first two days. After talking to 3 different workers and still did not getting them, I called complaining to Shannon Bowerman in Public Relations. After I talked to her, we received them promptly. Moreover, her office would call our room daily and leave voice messages to make sure everything was OK with our stay. I had to call Public Relations again for my parents a couple days later when they did not have any hand towels, wash cloth's or some drinks for their refrigerator.
The Tram shuttle service was lacking. They did not have enough shuttles for this enormous resort! My elderly parents had to use the shuttles almost the entire time. Several times it would take them at least 20 minutes to get from our building to the main building.
There is not enough workers for this huge resort. Sometimes there would be only one or two people working the Guest Services desk and there would be several people waiting to speak to them to use their credits. When we ate at Los Gallos, the restaurant was only 25% full, but we had terrible service! We had to ask the waiter and bus boys three different times for refills on drinks, chips,salsa, etc. We were there for almost two hours and the food was just OK. I felt that a few of the outdoor pool and beach bars were lacking bartenders and servers as well. Some would only have one bartender with several people waiting in line.
There was no AC at Toro's restaurant the entire week! I could not believe that management did not fix it! We ate their the first night and it was very hot and uncomfortable. Some of my family eat their for breakfast the day before we left and they said that they still did not fix the AC! That is bad!!
Not every bar had top shelf liquor. I like Captain Morgan,and they do not have it at this resort. No bars or restaurants had Presidente' Light beer, which is very similiar to Bud Light or Miller Light. We could only get Presidente' Light for our room refrigerator.
On two different occasions, our room keys did not work so I had to go back to the main lobby to the check out counter. The second time I had to wait about 20 minutes to get new one's. Then, when I returned to the room, only one of the key's worked. I then called the front desk back and they promptly sent a maintenance guy and he was finally able to make us the correct keys.
TIPS:-Most of my family has Verizon cell phones, and Verizon charges $1.99 per minute to make International calls to one another. Also, they charge 50 cent per text message sent. Also, I read a few reviews where some people had their phones lost or stolen. Consequently, we all brought inexpensive walkie talkies/two way radio's to communicate with each other, and it worked out great!
If you want can or bottle beer besides Presidente' or Presidente' Light, then the only place to get them is at the Casino bar. Most times they had Corona's, Bud and/or Coors Light. They are free if you are gambling. Thus, if you not a big gambler, then sit at the bar, play quarter video poker and immediately ask for a beer.
I highly recommend calling Public Relations if you have any hassles with housekeeping, room service, etc.They should be able to assist you.
If you want your room located near the pools and beaches, then request the "A" buildings. 4A & 5A are ideal locations. If you want to be closer to the main building and most restaurants, then request the "B" buildings. The 4B rooms is the best location and you would not need a shuttle to get there.
My wife and oldest daughter used the Spa and they said it was excellent. We also used some resort credits to ride the Trikke's, which is a stand up battery operated scooter. We rode them for about 45 minutes and we had two tour guides lead us through half of the resort and outside to the golf course, which was fun!
The only excursion that we did, was swimming with the dolphins at the Dolphin Explorer complex, and it was great!
Again, overall we had a nice time but compared to the Secrets (Silversand) Resort in Riviera Maya, where my wife stayed at last August, this Hard Rock resort has a LONG WAY to go to equal them! We did not have any negative experiences at Silversands! Their overall service, food, drink selection, English speaking workers and their layout of the resort is far superior to Hard Rock!
Caribbean Family Suite is ideal, if you have four people and two of them want separate beds. Also, h...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC