When we booked your hotel for our honeymoon we expected first class service (like you get at most hard rock properties) and instead it felt like a low class all inclusive resort with crappy food and mean service staff. I really feel like we got shorted for our honeymoon and we'll never get the experience back.
The concierge didn't have the "can do" attitude a normal hotel concierge has. No one went out of their way to make anything happen for us. We were on our honeymoon and had to ask 3 different people how to get the benefits of that even after we told the reservation person when we booked and the check in person when we arrived. It just seemed like no one cared because we didn't have a black or blue VIP bracelet. We asked multiple times for suggestions on places to go in town and 2 different people in purple shirts told us to stay at the resort....not helpful.
I believe the problem is tip related. We have stayed at lots of other all inclusive resorts and all most all of them do NOT allow their staff to take tips. All inclusive means ALL INCLUSIVE. The staff is the opposite. If you don't tip, you don't get service. That needs to change! We were more than happy to tip for exceptional service but you didn't even give us that chance.
Most of their service staff at the pool were rude. The quality of your food and drink was sub-par even for an all inclusive. Every time we asked a question it would take 2-3 people to get an answer.
They allow kids in the bar after hours so there are children running around everywhere even when there is a big sign that says no children after 10pm.
The only place we got exceptional service was inside Zen.
We paid to use a pool cabana one day and practically got kicked out and yelled at by your security staff to move because we didn't have a black or blue VIP bracelet. Once we showed them our paperwork they just walked away. No apology. We asked one of the pool servers for some chips and salsa and she told us to get it ourselves...where is the customer service training?
On a positive note: it was very clean and we felt safe in the hotel.
- Official Description (provided by the hotel):
- Hard Rock Hotel Vallarta is a gorgeous, 348-room beachfront property ideally situated between mountains and the Pacific Ocean, featuring unmatched, all-inclusive luxury accommodations including in-room double hydro spa tubs, fine dining, top-shelf drinks, 24-hour room service, live entertainment and more. One of only three AAA Four-Diamond hotels in the area, this stylish property boasts six restaurants offering tantalizing specialty cuisines, four bars and lounges with top shelf drinks, two large outdoor swimming pools, children's pool, beach volleyball court, Body Rock Fitness Center, unmatched music memorabilia, signature Rock Spa(R), a Rock Shop and much more. The property additionally features 6,300 square feet of meeting facilities. ... more less
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- Also Known As:
- Vallarta Palace Hotel Nuevo Vallarta
- Vallarta Palace Nuevo