Hi don't normally review but had to in this case as it was an expensive holiday.
Firstly when i arrived, we we're told the room had to be paid for as they have not received anything from Expedia! I had to provide evidence of payment to Expedia before they told me they will contact their finance department the next day, but said if payment wasnt confirmed I'd have to pay the following day. This is not what I needed after 24hours travelling time.
Second issue, I booked a King bed gold deluxe room which meant a king bed with a lagoon view. What I received was a twin double bed with zero view apart from some air conditioning vents on the lagoon side. I complained about the room but wasn't able to change until mid stay of the 7 nights.
I must say the general staff was exemplary! Service for food and drink from staff was outstanding. I haven't been fed so much food before. Top marks for that level of service.
Comment from Hotel Management
16-Aug-2016 by Francisco Garcia, Hotel Management
First and foremost let me thank yo for chosing Hard Rock Hotel Cancun for your last vacation, it is our main goal to provide to our guests true experiences that rock and I'm really sorry to know that we failed to do so this time. We assure you that your comments have been passed to the key departments we are taking the corrective measures to prevent such situations to happen in the future and therefore improve our guests experience.
Again thank you for the feedback, we hope to have the opportunity to welcome you again and change your perception of our hotel.