TripAdvisor Traveler Rating

Christy and Diana were amazing servers at Frida. So helpful and attentive! Can't wait to come back and enjoy more of the chicken and mole!

I gave the Hard Rock an opportunity to respond to their internal survey that they sent out, but no response. Would have been 3 stars review if the customer service weren't so poor. My fiance and I stayed at the Hard Rock in Puerto Vallarta the week of April 1st. Overall we had a good time mostly because 1. Puerto Vallarta is a beautiful place and 2. we got engaged that week. Here's the breakdown of how our stay went. BOOKING: I booked directly online through the Hard Rock website and it was very easy to use. I booked a package that included early check-in/late check-out, free airport transfer, a free photoshoot and excursion discounts (this was a Black Friday deal). When I reached out to book the excursions, there was no mention of our free photo shoot or excursion discounts despite me mentioning the package I booked. When we arrived at the hotel at 11am, we were told that we did not have early check-in and our room was not ready. They had no system to let us know our room was ready ASAP, so we had to wait around until 3pm. All in all, they did not honor any of the things in the package I booked except for the free airport transfer. FACILITIES: The beach was beautiful and the best part of the facilities. The pool was crowded to the point that it was difficult to find 2 chairs together. Despite there being signs everywhere against saving seats, I saw chairs being "saved" with books, towels and hats as early as 8am with no workers doing anything about them. We reserved the Bali Beds for 1 day and it was one of our favorite ways to experience the facilities. There should be an adults only pool. FOOD/DRINK: This is an all-inclusive resort and the food was just OK. My fiance does not drink alcohol, so the food is a big deal for him. There was no variation at all in the breakfast buffets. We ate at Zen, Frida and had room service. It was all very average, so we ate all other meals off of the resort. Drinks were very watered down. If you are at an all-inclusive resort and don't see a single drunk person on the resort at all... the resort is watering down their alcohol. CUSTOMER SERVICE: The servers at the pool and restaurants were excellent! Unfortunately, everyone else was not good. Housekeeping came by to clean our room every day at 4-5pm at which point we had been out all day and wanted to nap and shower before dinner. And the worst part of this whole trip? On the 4th night of our stay, our shower flooded which flooded the entire bathroom into the room. Clothes and shoes got wet. We went down to the front desk to move rooms and they DENIED our request. They did not even apologize nor did they offer to launder our wet and dirty clothes. They just sent a maintenance man with a plunger (to "fix" a clogged shower...) and housekeeping who had not even gotten to our room yet just wiped up the water and did not clean the rest of the room. That really was the final straw for us. Overall we had a good time. Would we stay in this Hard Rock or any other Hard Rock ever again? That will be a hard NO from us.

Great dining experience at Zen. Our waiters Luis and Jerson were so welcoming and went above and beyond to make sure we had an amazing evening. The soba noodle were delicious and we enjoyed the soup. The desserts were lovely and had a great presentation.

The service was excellent, thanks to Diane and Zhu at the beach. Jose, Luis, Rosario, Krystal, Rosa At the Ciao. Spa was awesome thanks to Andrea and Henri. Spécial thanks to my yoga teacher Jorge

ALMA IS THE BEST ! So sweet and kind, we appreciate her hospitality and making us feel like family ! Thank you for being awesome!