Ratings based on 1,535 Verified Reviews
4.4 Room cleanliness
4.3 Service & staff
4.4 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
by A verified traveller
Vacation from Hell
Posted 20-Sep-2017
Pros: The staff felt sorry that my room had many problems and gave us more towels to place on the bathroom floor due to the water leak.
Cons: The hotel should have their own inspectors and not use the vacationers to locate the issues for them.
They should pay me for destroying my vacation
Location: If you have a bad experience as we did Hard Rock you almost have to find outside attractions especially ones that provide hot water
Upon arrival at 2:00 pm room was not ready and we needed to wait till 3:00 at which time room was not ready and we needed to wait till 7:00 p.m, but was told not to touch the walls due to fresh paint. Once in the room the A/C did not work, the safe inoperative and no hot water. After three attempts they were able to fix the safe, but the hot water and A/C never worked for the 5 days; however, they were promising they would fix it. Toilet leaked water each time used and the remedy was to place towels on the bathroom floors. TV did not work for three days and finally they brought an expert who replaced the cable from wall to TV and it started working. There was no Ocean View because our room was below sea level. There was no Jacuzzi for two in the room as the room I had paid for was suppose to have. No Liquor dispenser in the room as described. Front door electric issues waiting for parts from China. Electric drapes switch broken and could not be repaired until parts arrive. Constantly was requested to wait in the room for repair people, inspectors, supervisors and hotel management to review my issues.
This meant that I lost time from my vacation to show the hotel what is not working what is broken and receive constant responses that "we will fix this immediately". Never happened. Upon my departure the hotel Management offered me a discount of $50 for the lost of time, aggravation and impossible living condition; however, I had to sign a release and I refuse
Comment from Hotel Management
22-Sep-2017 by HRHCPuntaCana, Hotel Management
Thank you for sharing your recent experience with us, Jack. We’re very disheartened that your visit did not meet our usual high standards and sincerely apologize for this. We’ll be sure to use your feedback so we can continue to improve in all aspects. We thank you for the comments and hope you can visit us so we can show you the improvements.
Recommended
for Everyoneby A verified traveller from Puerto Rico
Excellent service and staff.
Posted 19-Sep-2017Our experience was great but there is room for improvement in two areas:
1. Better transportation services. The hotel facilities are so big that the beach and pool areas are very far from the main lobby and the little golf cart train takes too long to rotate so the wait time was 15-20 min each time you wanted to go to any place.
2. The shower water temperature would get either really hot or really cold so we couldn't enjoy the wonderful shower in peace without being either too hot or too cold.
Comment from Hotel Management
21-Sep-2017 by HRHCPuntaCana, Hotel Management
Hi Mara, we are glad to know that you had a great experience here with us. We truly appreciate your observations. Rock Stars like you are a joy to host and we hope you’ll come back soon! Rock On!
by A verified traveller from Maryland
Better Time Last Year
Posted 18-Sep-2017The staff around the hotel was nice and professional. All of my complaints were room related. I had to beg for 1hr to get any VIP recognition. My TV remote stopped working on 3 different occasions and had to call maintenance for the first 3days I was there. I spotted roaches in my room; was so disappointed. None of the elevators work in the hotel. Checking in and out was a nightmare, but I overlooked it because of the recent hurricane. The other problems had nothing to do with the weather. I was really pleased with the service in all of the restaurants in the resort.
Comment from Hotel Management
21-Sep-2017 by HRHCPuntaCana, Hotel Management
Hey there Monique, thank you so much for your comments. We sincerely regret any inconveniences presented. On the other hand, we are glad to know that you enjoyed the attentive service provided in all of the restaurants. It’ll mean the world to us if we can welcome you back to our Hard Rock Paradise! Rock On!
Recommended
for Everyoneby A verified traveller from San Juan, PR
Great staff, service and nightlife.
Posted 15-Sep-2017The staff and service in this hotel is impeccable. The beach is beautiful but beware of the strong waves and currents. They have karaoke and live music every night which I found great. I would rate this hotel as a 5 stars hotel if it wasn't for its need of renovation.
Comment from Hotel Management
21-Sep-2017 by HRHCPuntaCana, Hotel Management
Dear Luis Daniel, thank you so much for you comments and observations! We hope you'll come back for another visit soon so you can see the improvements! Rock On!
Recommended
for Everyoneby A verified traveller from Las Vegas
Hotel is loaded with activities, but.....
Posted 08-Sep-2017Overall experience was an B+. The presidential suite that we had was not worth the money or the title. It was an outdated room that for the money and the title should have been something to write home about, but it fell well below the bar. However, the entertainment and dining somehow made the trip more enjoyable. I would recommend this resort, but get a cheaper room, I heard the rooms with the tubs on the balcony were great!!
Comment from Hotel Management
10-Sep-2017 by HRHCPuntaCana, Hotel Management
Thank you so much for your review, GilT. We sincerely regret the inconveniences presented. We have shared your comments with all the involved departments for the proper follow up. We look forward to seeing you on your return visit to our Hard Rock Paradise! Rock On!
Recommended
for Couplesby A verified traveller
Anniversary Stay
Posted 06-Sep-2017
Pros: All inclusive - just had a great time!
Cons: A better understanding for first time visitors on the resort points process.
Location: The adventure tour is great!!!
Everything was better than expected!!!!! We had fun at the Spa, Beach, Michael Jackson Show, shops, restaurants and the staff were very friendly.
Comment from Hotel Management
07-Sep-2017 by HRHCPuntaCana, Hotel Management
Thank you for your recommendations, RockStar! We loved reading you had a great time and that you enjoyed all we have to offer! We look forward to seeing you on another stay! Rock On!
Recommended
for Everyoneby A verified traveller from indiana
Posted 04-Sep-2017
Great stay. Excellent staff. Would definitely go again.
Comment from Hotel Management
04-Sep-2017 by HRHCPuntaCana, Hotel Management
We were delighted to have you stay with us, Candy! Thank you for taking the time to let us know about the service you received! We hope to see you again soon for many more Rockin’ times! Rock On!
Recommended
for Everyoneby A verified traveller from Boston ma
Very good &good &good
Posted 02-Sep-2017Comment from Hotel Management
04-Sep-2017 by HRHCPuntaCana, Hotel Management
Thank you for giving us a 5 star rating, Endrias! We look forward on welcoming you back! Rock On!
Recommended
for Everyoneby A verified traveller from Dominican Republic
The hotel is good
Posted 30-Aug-2017The hotel is good, I like it, but I think the price is too high for being a big hotel, where sometime you have to wait in line for more than 40 minutes in The restaurants. Also, the ambition of money has affected the normal guess, because every time that I visit HR, they have a new private area for VIP, PREMIER, HOF, and whatever...that the normal guess can't pass or stay..in my case, I don't like to be in a hotel where I have to hear "NO", so many times..
Comment from Hotel Management
02-Sep-2017 by HRHCPuntaCana, Hotel Management
Thanks so much for sharing a review with us, Ada! We hope we’ll be able to welcome you back again soon! Rock On!
Recommended
for Everyoneby A verified traveller from new york
Posted 26-Aug-2017
Excellent would go back again. I had amazing time with my kids. Loved the fact it is so kid friendly.
Comment from Hotel Management
26-Aug-2017 by HRHCPuntaCana, Hotel Management
Hey, thanks for the lovely review you gave us!! We hope you can come back for more amazing memories! Rock On!!!
“This Review was responded to on behalf of Karl B, General Manager Hard Rock Hotel and Casino Punta Cana."
