TripAdvisor Traveler Rating

Staff is great and friendly. Everyone is busy working all day for all the guests. Was taken care of very well a couple of times by, Yeuris, he always made sure I had my pool needs met. Loved the beach.??

I’ve visited this resort five times since 2023, and unfortunately, I’ve noticed a significant decline in the overall experience with each visit. I’m sharing this feedback in the hope that it will lead to improvements and help future guests make informed decisions. Before addressing the concerns, I want to sincerely recognize several staff members who made our experience significantly better. Despite the issues noted below, the employees were consistently professional, friendly, and attentive, and they are the reason parts of our stay were still enjoyable. A special thank you to Javier, Jose, Richard, and Alex Castillo (pool concierges), as well as Diego, Solani, Maribel, Tamelky, and Marlenis, along with all of the bartenders. Their hospitality, kindness, and dedication truly stood out, and I will also be submitting photos with them in appreciation of their service. After midnight, there is very little happening at Moon Lounge, as most of the activity moves to the terrace. Unfortunately, the terrace is extremely hot, making it uncomfortable to enjoy the atmosphere. I absolutely love Ipanema Restaurant and still consider it one of my favorites. However, the lack of air conditioning makes dining there very uncomfortable. The fans provide very little relief, despite mentioning the issue on multiple occasions. This trip was also meant to celebrate my husband’s birthday. We wanted to arrange decorations and a cake and were willing to pay for these services, but the staff responsible for coordinating these requests seemed unwilling to accommodate us. Additionally, arranging bottle service at the nightclub involved so many unnecessary requirements that it became frustrating. The nightclub itself has also changed dramatically. It once had an exciting, Vegas-style atmosphere similar to Coco Bongo, with dancers and high-energy entertainment. That unique experience is no longer there, and the overall ambiance has noticeably declined. My biggest disappointment, however, is with the hotel’s administration and management. Whenever we approached management for assistance or special requests, we received very little support or flexibility. It seemed that nearly every service came with an additional charge, and there was limited effort to provide a more personalized guest experience, even when we were willing to pay. This included being charged $615 for allowing an outside guest (the birthday celebrant’s uncle) to visit for three days during our celebration, which added to the overall feeling of excessive fees throughout the stay. We were also charged for airport transfers to and from the hotel, as well as for multiple other services that we expected to be more inclusive. We also spent over $10,000 specifically for the birthday celebration, in addition to booking two rooms and a golf cart, yet we still felt that guest experience and flexibility were not prioritized. At times, it felt as though higher-spending guests received more attention, while standard requests were not handled with the same level of care or consideration. The Paradise Pass packages, in particular, did not provide the value that was advertised. The resort credits could not be used toward many services such as golf cart rentals, haircuts, or cabana beds by the pool, and in most cases, full price was still required. Similarly, the Legendary Pass did not appear to offer meaningful additional benefits over a standard pass, making these upgrades feel limited in actual value. Over the course of our five trips, we have spent approximately $40,000 at this resort. Given that level of loyalty and spending, we expected a much higher level of service and attention to detail from management. Unfortunately, that has not been our experience. At this time, we do not plan to return unless there is some form of acknowledgment or direct response regarding our concerns. If you are considering this resort, I would strongly encourage you to carefully evaluate the value of premium packages and be aware that the level of service from administration may not match the price you are paying.

Rannelly is the best server we’ve ever had, period! We are vacationers and we’ve been all over the place and value great service, we are all about experience no matter that the location is. Rannelly or “Ronny” as we called him has been by far exceeded all expectations. We stayed at Hard Rock Punta Cana for a week and hung out at the beach club area almost everyday coz of Ronny. He’s attention to details and making sure we are not waiting for too long on our favorite drinks and food and was a game changed for us. He even delivered our drinks on the beach while we were literally playing in the water! Really going above and beyond customer service. I wish there are more people like Ronny, he really made our vacation memorable and we enjoyed our time even more. Go see Ronny!

The experience was magnificent and magical I definitely enjoyed my time there and the staff always willing to help is great. The food is amazing and the atmosphere was fabulous

It was a wonderful experience! Their employees make you feel like you really are in paradise. Thanks to Orlando in Market and Roberto, Bobadilla and Gustavo Rosado en el Toro, Scooby, Oscar y Pablo en la Hall of Fame piscina y a nuestros mayordomos Jesús Lebron y Jimmy Sabino. Shows in theater were sensational, would have like more Latin music to dance but overall a wonderful place to have fun and relax.