Nothing as expected nor portrayed. Posted 07-Jul-2015
Our overall stay was terrible, from the minute walking in to the minute walking out. We tried to stay optimistic the whole time, but it was very hard. We heard so many great things about this hotel as we stayed at the Hard Rock Riviera Maya the year before. We wasted two hours between waiting for the vacation planner to use our credits until all excursions were booked. Our vacation planner was so slow, very confused and did not know much. We tried 4 restaurants and the service was terrible. Two nights we waited over an hour to get our food. Not one even came back to refill our drinks and no apologies were extended. Just as we were getting up to leave to go to another restaurant the waiter said 5 minutes and the food will be out. We booked at the cabana on the beach as discussed with our vacation planner. Once it was the day to use the cabana, we went to the central pool to check in and they said no you have the cabana here at the pool. We clearly stated we wanted the beach. After a two hour dilemma they finally let us stay at the beach cabana. However, they then charged me two times. There was another hour wasted trying to get that taken off. For the money we spent to stay at the Hard Rock, we were very disappointed and would never go back.
Comment from Hotel Management
16-Jul-2015 by HRHCPuntaCana, Hotel Management
Dear Jen, We want to apologize for the inconveniences you encountered while you were with us. This is in no way our norm and we shared your comments with our Vacation Planners Manager and the supervisors along with our Executive Chef. We're always aiming to improve in all we can and your comments will definitely help. Thank you for your time and we hope you'll give us another chance. “This Review was responded to on behalf of the General Manager of Hard Rock Hotel & Casino Punta Cana.”