We had a great time at this Hard Rock! First time here and loved the service we received all week long. Our favorite people included our servers at the pool (Israel, Luis, Angel, and Morgan), the spa (Engracia, Betty, Henri, and Kevin), and at the restaurants (Genesis, Rosario, and Jazmin). Finally, our butlers (Gerardo, Francisco, Israel, and Uriel) were on the ball all day, every day!
If there was anything keeping us from 5 stars, it would be the open-air restaurants and the food. It's gonna be hot and humid in Mexico during September... so should expect that. The food was only average and didn't really compare to the other Hard Rocks we've visited.
We'll come back!
Work hard, play hard
Sep 22, 2023
This was a great experience! Everyone treated us like family. I Loved the gluten free options.. Thank you to...
Ernesto- Alex Lora
Israel- Snoop dog
Hard Rock Holiday
Sep 22, 2023
I didn't think that the hotel was 5 star as advertised. There was good and not so good. We had a lovely enjoyable holiday. The staff were friendly, and the majority worked really hard.
Our room was cleaned daily and was spotless, as was the hotel.
The pool was the same depth all the way around, which I really liked as I'm not a confident swimmer, but I knew wherever I was I could stand easily. We never had an issue getting a sunbed. The beach was clean and also had plenty of sunbeds.
We found it odd that the Market buffet restaurant was not open daily for evening meal (it was open for breakfast and lunch daily if you wanted to use it). Not all restaurants were open every night it was different each day and was difficult to track! Ciao (Italian) and Frida (Mexican) were excellent (excellent service and excellent food). We didn't like Ipanema (Brazilian), the service was not great and the meat very dry. Zen (Asian), was the worse for service, but the food was OK.
Sunset Bar. Excellent service and drinks, however, I found it strange that the drinks were served in plastic glasses in the evening. If you asked you could get a decent plastic one (which were fine), but otherwise they were thin cheap ones you get at a music festival I'm an adult on holiday, not a teenager at a rave !! Also, this is advertised as a family hotel and although we didn't have children with us, we didn't think it was right that they did not allow children in after 10pm. This would have been OK if there was somewhere else for them to go, but there wasn't. It's everyone's holiday, and all should be allowed to enjoy it, especially as I've said previously, it advertised to attract families. I should also add that there were occasions when I witnessed local families (with children) being allowed to stay in after 10 pm - which is not great.
Negatives aside we did really enjoy our holiday. Would I stay at this particular hotel again, if I'm honest, no.
Not a 5-star resort
Sep 22, 2023
First the good- the wait staff and pool entertainment was amazing. Isreal, Ernesto, and Luis were AMAZING! They were friendly and engaging.
Not so great- we booked last minute and hotel would not honor their web special for transportation to airport. I get not picking us up since it was last minute booking but they would not honor the return which was more than the 96hr advance required.
Food was terrible, not what I would expect from a 5 star resort. This was our first and likely last visit to a Hard Rock Hotel, other guests who have been to other Hard Rocks, said this one particular was sub par.
Great experience at Zen!
Sep 22, 2023
Wonderful service by Luis and Alfonso. We had a great time with a large group and they treated us...
Amazing! They even brought out some extras for us to try! Which we really appreciated! We will definitely come again during our stay here. Very good atmosphere.