Hard Rock Hotels

I went with my family of four to The Hard Rock Hotel Cancun to celebrate my 20th anniversary and my daughter's upcoming Sweet 16. The hotel looked beautiful.

We had a room on the sixth floor with an ocean view. Our room (like all of the rooms) had a connecting door to another room. For this reason we could hear everything in the next room. At 3am we were awoken by a crying baby in the next room.

The baby cried all through the night. Then at 6am the entire family was up and awake and unfortunately, so was my family. I went to the front desk and was given a new room on the fourth floor. This room was also supposed to have an ocean view but it was on the side of the hotel near the pool.

It was far away from everything. I went to the front desk to say that our new room was not a good replacement for the room that we had. The woman behind the desk then called somebody (I think the manager). He gave us room 548.

This room had a nice ocean view and we were happy. After being in the room one night my daughter woke up with a rash. I never suspected bed bugs because the room looked so clean. Then my husband developed the rash.

Finally my other daughter and I developed the rash. The rashes just kept getting worse and worse each night. We went to the concierge desk and showed a man and a woman our rashes and asked if we could see the hotel doctor. We were told that we would have to pay to see the doctor and we would probably just be told to get Benadryl for an allergic reaction.

So we loaded up on Benadryl. For the remainder of the trip we were all taking Benadryl. And we were sleepy! There were two bugs in the room that I killed but I didn't know what they were.

Again, I never suspected bed bugs. We got home on April 13th. I took my girls to their doctor on April 14th and my husband went to his doctor. Both doctors said that we were bitten by bed bugs.

The bites were in straight lines and clusters. The doctors said that is called "snacking." They eat while crawling. I rushed home and put my suitcases outside. Little by little I brought in our clothes and washed them all and dried them.

I thought we were safe. I called the hotel to tell them what happened. I asked both doctors to write letters because the The hotel Customer Care Manager asked me for the doctors' reports. I sent them to her.

The hotel Customer Service Manager told me that she was sorry and that "room 548 was fumigated again." I never knew about the first fumigation. Maybe it was fumigated before we stayed in that room? Then I found a small bug on my husband's pillow in our bedroom. I freaked out.

I captured the bug and put it in a plastic bag. I called an exterminator. He said the bug I had was a small bed bug. He pulled up all of our sheets, blankets and mattresses and said that he did not find any more bed bugs.

What if only a few bed bugs got out of our suitcases and he missed them? What if they were going to start to multiply. So I called an exterminator with a bed bug dog. He cost me $160 but it was worth a million because we were assured that there was a 95% chance that we did not have bed bugs in our home.

The Customer Care Manager said that she was advised to turn our case over to an insurance agency. The insurance agent I emailed with said that they were doing an investigation. After almost two months, today I received an email that said that they had a mattress cleaning company clean the mattresses before and after my stay at The Hard Rock Hotel Cancun and found no bed bugs in room 548. Really???

That is a joke! Everyone knows that a mattress cleaning company cannot get rid of bed bugs! The Customer Care Manager and everyone else at that hotel know very well that there are rooms there that are bed bug infested! And why did The Customer Care Manager fumigate that room twice???

Why was she sorry???How insulting to deny it when I have proof! Our stay at The Hard Rock Hotel Cancun was a nightmare! I would never go back there or any other Hard Rock after that experience. And then to be insulted and told that it must have been something else after The Customer Care Manager admitted that there was a problem!

I have her emails right from the beginning! I don't know why she changed her story. Do not think that because a hotel looks pretty and clean that it does not have bed bugs! The two exterminators both told us that any place can get bed bugs.

They showed us how to inspect the beds at hotels. I will always check for bed bugs from now on before staying at any hotel. Do not stay at The Hard Rock Hotel Cancun!!! Room 548 may have been fumigated twice but what about all of the other rooms?

And they do not take any responsibility for this kind of problem.

It is terrible!!! https://www.tripadvisor.com/ShowUserReviews-g150807-d152896-r49170****-Hard_Rock_Hotel_Cancun-Cancun_Yucatan_Peninsula.html#

In January I planned a trip to Hard Rock Hotel in Cancun. I never imagined it would be the staff at the hotel that put my safety at risk.

When planning a vacation, you assume the staff members are there to help you out. 48-hours in at the Hard Rock and trouble started. Ana Victorina at the front desk showed me Orange ID tag bracelet and said I had to wear it. I asked why, she said “so people know you are Hard Rock guest”.

I asked “what people… who”. I didn't understand. I strolled off to my room tagged with an Orange ID band feeling like a zoo animal. In the evening, myself and my fiancée decided to go to the tourist shopping and restaurant area of Cancun.

Sitting at a cocktail table across the street from Coco Bongo a gentleman sitting at a table nearby said “I see you’re staying at the Hard Rock, how do you like it”. I was concerned, how did he know where we were staying. So I ask, “how did you know where I was staying”. He said “you both have Orange ID bracelets; everybody knows where you’re staying”.

He asked rhetorically “do you think the Hard Rock Hotel at $500 to $600 a night doesn’t know who their guests are”. Concerned for her safety she removed the Orange ID tag. When we got back, a brutal dose of reality hit us. The Hard Rock Hotel staff members Gerardo Esterrio and Julio Banelos interrogated us about her Orange ID bracelet.

I didn’t understand what the big deal was, we were both registered guests of the hotel. We told them she removed the Orange ID bracelet out fear for safety. We both had U.S. issued government ID on us.

They didn’t care. They demanded we pay a penalty on the spot of $75 USD. Total criminal shakedown. They also told us we would need to continue paying them $75 USD day for her to stay.

I paid the fee and said I would pay the other fees tomorrow. I told her I didn’t feel safe at the Hard Rock and we needed to leave. When I did leave, the hotel staff attempted to physically prevent me from leaving. I assume they wanted money and told me they were going to take my U.S.

passport away from me. Panic set it. For them get my passport out of my front pocket they were going to have to tackle me to the ground. I fled on foot to get off the property.

As I came to the street more hotel staff came out of the guard house to stop me. I escaped but my HP laptop was broken in the altercation and getaway. There are plenty of other great hotels; don’t stay at the Hard Rock. Mexico can be a great vacation if you have the right people helping.

That starts with your hotel staff. That is your ‘home base’ while you are on vacation. I reported all of this to Hard Rock manager Laura Martinez (Ana Laura Martinez is her complete name) and the last email I received from her was she was getting her attorneys involved to 'come after me'.

More threats for the Hard Rock. Choose wisely…

Please get rid of the sand at the main beach. It is man made and contains some type of additive like silica which makes it unbearably hot after 9 am every day the sun shines.

We had to put down towels down on top of the sand to be able to walk. We spoke with 3 different servers and each said they receive daily complaints from guests.

This is a lawsuit waiting to happen = someone is going to put small child down and the kid will have 2nd degree burns. Because of this and the fact the pool time is important to us, we can't stay at your hotel.

I have stayed at several Hard Rock all inclusive resorts and found them to be wonderful. Unfortunately their travel reservation service is beyond poor.

They do not answer calls or return emails. I called the resort who was very helpful but even they could not get their reservation service to answer the phone or respond. I think this says a lot if even the resort can't get a hold of who they refer people to make reservations.

I contacted Hard Rock Corporate and they also did not answer or respond. I can only assume this lack of customer service now represents the entire attitude of the company.

My son just got back from Vegas stayed a few days - just turned 21 has a high performance car.. super low , he as a air compressor with airbags .

He checks his car in valet and checks in hotel for his 4 day stay. on a Wed comes to check on it on sunday. His air compressor has been tampered with. wires are pulled compressor is still on, causing battery to go dead.He had to call Auto club to give jump.

And had to rewire wires that they pulled out. On his way home stopped to gas up battery dead again. hes home and had to purchase a battery. WHO DOES THAT??

HARD ROCK SAYS THEY HAVE TO INVESTIGATE ?

REALLY ? LOOK AT THE CAMERAS!!

I was 2 weeks ago in hard rock hotel bali. My name is jaswant.

I came back again on 27 July 2014 with my father and brothers. I highly recommended about the band at centerstage. We were all the way 3 days continuously supporting the club. Sad sorry today when we were charged by the management rupiah 225000 for 9 bottles of mineral water after purchasing a few bottles of gold label.

When I approach the supervisor *** manager he apologized and told me not to complaint to the management. U are a 5 star entity worldwide how can u have *** staff to cheat on billing to pay for 9 mineral water for 225000 rupiah when u have purchased a few bottles of gold label. All customers please check your bills before u pay as all the staff are con people. If the management is,serious about this please do not hesitate to contact me at +601******** and my name is jaswant from malaysia.

When I informed your supervisor about extra charging on the bill he apologized and told me not to complaint to the management. Please look into the matter and update me.

Don't spoil your reputation love all serve all. Love all and cheat all

Currently staying at the HR Penang, Malaysia and I must say this is the worst hotel I've EVER been too. Service in the restaurant HRCafe is awful ordered drinks and appetizers.

The drinks which ranged in price 35-38 rm did not contain any alcohol and was not even prepared like the description. The manager did offer another drink and I declined, all I wanted was for it to be taken off the bill. He finally obliged. So my friends and I went to the lobby area bar and ordered tequila shots, we figured you can't mess this up, boy were we wrong!

We normally are wine drinkers so the tequila shots were a quicker punch, except there was no punch. The alcohol is obviously watered wayyyy down as it didn't even have a smell of "burn" when it hit your throat. Decided to go horseback riding on the beach which was a selling point of the hotel. Was informed by the hotel staff that the people running it were not trustworthy and if I did it it was at my own risk, same message for jet skiing.

Tried giving an American brand some of my tourism dollars but never again!

Let me start by saying that I have stayed at the hard rock in Las Vegas, San Diego, and Bali and was more than happy with the service and experience. The experience I had in Panama was by far the worst I've had at any of the Hard Rock hotels. I should also mention that I am fluent in Spanish.

I will summarize my experience below:

My group of 5 (includiing myself) arrived on Saturday the 5th of January 2013 and stayed for two nights. The check-in process was uneventful and went smoothly. On Monday morning I received a phone call waking me up from the front desk. Apparently the entire floor had flooded and they were calling to warn me. At that point the entire floor of the room was flooded and much of our luggage, clothing and some documents we had were wet. They sent in a housekeeper to clean it up. I understand that these things happen and at this point I chalked it up to a freak occurrence. The same thing happened to the other room our friends were in as they were on the same floor. Upon check-out later that day we expected that the hard rock would offer some sort of compensation for this inconvenience. This was not initially offered. We pressed the issue and were told that these things happen and that nothing could be done for us. Our friends who had previously checked out had received a 10% discount. We mentioned this and were told that while our friends would receive a 10% discount on their room, we would not. I was very surprised by this. I am confident that any other Hard Rock location that I have stayed at would have handled this differently. Additionally I am confident that any other Hard Rock location would have offered more than a 10% discount. Also the fact that the hotel would treat 2 groups of guests in the same situation differently struck me as extremely unprofessional and an example of a poor business practice for a hotel like the Hard Rock. After a little back and forth the manager at the front desk told us that if we returned she would provide us with a two bedroom two bathroom suite for the price of regular room. While we were not satisfied with this, we accepted because it appeared that it was all we were going to get. We checked out that morning and went to visit San Carlos for 1 night.

After 1 night in San Carlos during which our car was broken into we decided to return to Panama City. The fact that there was no surf also influenced our decision. We decided that despite our unsatisfying experience we would give the Hard Rock second chance and take them up on the offer for a two bedroom sweet, two bathroom sweet for the price of a regular room. Upon our arrival we spoke to the front desk person and explained to them what had been offered mentioning the manager who offered it by name. The front desk person told us no problem and that they would be happy to help us. We were then told that no 2 bedroom, 2 bathroom suites were available. This was a Wednesday night. We protested and were again told no and that the best they could do was a 1 bed 2 room suite and that another bed would be provided which was not a rollaway bed. We begrudgingly accepted this offer and went to the room. About 20 minutes later the bell hop showed up with a rollaway bed. We explained to the bell hop our situation and he was sympathetic. He was able to get a manager on the phone that we could speak to who said that they would resolve this for us. This was finally something good. I believe her name was Cindy. She was able to get a room swap for us to a room which met the requirements that were originally promised. This process took approximately 45 minutes. The bottom line here is that we were blatantly lied to by the front desk personnel and a lot of our time was wasted.

In conclusion I would like to say that while I was extremely dissatisfied with the way were treated by the some of the staff people, the uneqaul treatment of different guests in the same situation, and the lack of satisfactory compensation for a flooded room, some of your staff did go the extra mile to “get it done” (specifically: Cindy and the Bell Hop who brought the rollaway bed). That said you should know that I plan on posting this review on multiple travel websites and I hope that this review does not fall on deaf ears.

Sincerely

Michael Michaud

today is my birthday and im turning 12 so i couldnt go to the nobu for the party becuase i have to be 21 years old which nobody told me. so they told me to goto vanity pool and i saw the glass pool and walked out to get up there and the guard said like get out of here kid then i went back to the pool which is a bad pool then i had to go then when we were going back to the hotel we saw the pool from the room with the elevators and nobody was there exept the lifeguards so thats BS

Upon our arrival the resort looked a bit shabby.

After entering the lobby we were confronted by hotel employees trying to sell us excursions. We told them that we just wanted to go to our room and they kept pressuring us like used car salesmen. We were sent to the "concierge" desk to check in where they seemed to have computer issues. Meanwhile people at the regular check in were given roses and fancy drinks with little umbrellas.

Finally we got to our room where they forgot to provide us with the "honeymoon package" that we ordered. We tried to order room service - which never showed up. After an hour and a half I called and they said that we were in the wrong room and that they can resend the food but it would be another hour (we declined the offer). We later learned that there was no air conditioning and also - we found a few tiny bed bugs in the bed throughout our stay.

The next day we met with a "vacation planner" to use our $1500 credit that came with our vacation. This proved to be a scam as most of the excursions that we could use the credit for were combined with other excursions (in the small print) that cost money and could not be used with the credit. For example, they have an excursion called the Dominican Experience where you get shown around the island (the one you can use the credit for) - sounds great - but in the small print they make a stop for ziplining (the excursion that costs $$$ - after you are already off of the resort and stuck on this excursion. Most of the excursions had other hidden charges as well that you had to pay cash or use a credit card for. We did end up going on two excursions - horseback riding and one where you drive an ATV around - but both were not that great and the employees make you pose for photographs and they try to sell them to you for $20 each at the end of it. They also try to sell you dvd videos, bottles of rum, and my favorite - $10 bandanas to use as resperators (it is very very dusty) - you'd think they would tell you to bring something for the dust - but no, they have to make money off your $1500 credit.

Also you can use your $1500 to play golf - but clubs and shoe rental costs hundreds of dollars (more than what the *** clubs would cost retail - definitely more than a typical green fee). From what I here dehydration is common amongst golfers and there are no places to get drinks. After a week there I actually didn't see anyone play golf - go figure.

They also have a gift store that you can buy stuff with your $1500 credit - but don't worry, you get ripped off there too - this time in the form of a 16% tax on all overpriced ***. They sold *** cigars there for $375 for a case (so 16% - $60 cash) - but these cigars were terrible and not worth $20 a case retail in the US. They sold other local art there - most of which was overpriced - I feel terrible for the poor locals that Hard Rock is profiting off of.

They have a spa that you can spend $300 of the $1500 credit for - but it is also dramatically overpriced - we "paid" in credit $250 for two individual 50 minute massages. Mine felt like is was over in 30 minutes and was the worst massage I have ever had. No pressure at all and the massage therapist kept sneezing (gross). Not relaxing at all. I was later led to the sauna where I was told to wait there and that they would come back to get me in 5-7 minutes. No one came back for a while and so I left.

We got another free massage with our "honeymoon" package - and this one was the opposite. It was so rough that I had to tell her to ease up and I had bruises on my back and right arm afterward. Terrible. Complete fail.

Now on to the customer service. The words "prices and inclusions subject to change without notice" are on everything - but they should read "prices will go up and inclusions will change - this is your notice".

Most of the bartenders and waitstaff speak little English - which wasn't a huge deal - but they also don't mind answering cellphones while they are taking your order. We sat in one restaurant for 10 minutes after being seated - and weren't even acknowledged by the waitstaff while 4 of them talked amongst themselves and/or on cellphones. We got the wrong food many times as well and they sent our salads out at the same time as the entrees. My grade for the waitstaff ***

The food was mostly tasteless throughout the resort - all of the meat was dry - the buffets had either old nasty food out or empty trays. Nacho chips were stale. Gross conditions - flies everywhere on the food. This place was all inclusive - but nothing I could stomach. I felt nauseous after most meals. Food grade: F.

I had imagined my honeymoon would be ordering pina coladas to the room - but they were actually hard to find. None of the restaurants - even the Mexican one - could make a decent frozen drink. They only have one kind of beer on the resort (which wasn't terrible). All drinks are served in small 8 oz cups though. Bartenders were a bit obnoxious and slow to give drinks. Even at a half empty bar they were incredibly slow - and pretty much ignored you unless you were a young female. Drink grade: D-.

The housekeepers did a great job - but they rarely gave us towels. We had to ask for them - even though they took our old ones.