Hard Rock Hotel & Casino, Punta Cana

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 31955 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Excellent Resort: Food, Place and Service

    Reviewed by walalmx(Miami, Florida) on Sep 24, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Took my family past week, since we are in the midle of the pandemic we had some doubts about going and have a relief of being confined at home. Gotta say that the resort fulfilled all my expectations. There's a lot of food options inside the resort, lot of pools to chill and relax, the people serving there is the most wonderful thing they have. But not all is flower colored here, they have couple things to make it better, I'll try to be clear with this: 1. The bellboy service, if you check-in at your time (let's say, 3PM) you'll find a lot of bags are already there, basically they will tell you to leave your bags there and they will take it to your room. This service is so bad, that I had to go by myself to rescue my baggage. I came at 1pm, promptly had my bracelets and went to a restaurant to have our lunch. Punta Cana is pretty warm, we made our hour till the 3PM and we reached the lobby to gather our room keys. What we were needing is to take a shower and start the relaxation time, but we were waiting for the bags until 7PM. Yes, with 3 kids sweaty and the clothes in our bags at the front desk bags section with no hope of getting it soon I took the decision to go for my bags. It was not funny, at least the guy was very polite and helpful (there is not complaint about the people at all). 2. The infrastructure inside the rooms need some caring, some parts are aging or already broken or bad repaired (pay attention to it) 3. The resort is huge, a better transport schedule inside the resort would be appreciated, specially with the sun hitting so hard. The shuttle drivers are one of the most helpful people there (I told you, you have an amazing value with that people, I've been in many hotels but never received that amazing service) Due the spread of COVID-19 the resort is taking extra measures for sanitizing every single place, they are doing an amazing job there. Congratulations. Thank you HR and hope every visitor have the wonderful experience I had with my family vacation.

    Individual ratings:

    Location

    Location-5

    Service

    Service-5

    Disappointed!

    Reviewed by jgoris89() on Sep 24, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Hard Rick Hotel has a reputation of being one of the best hotels in Punta Cana, but in my opinion if’s far from the top tier quality hotel that was expected. The customer service is amazing l! Every employee tries to provide you with the best services that is available to them. After multiple inquires by staff about my experience at the hotel, I did share my true thoughts around the hotels positive reputation and how it has fallen short. It’s my understanding that the hotel use to offer a variety of top liquor for all customer, which now you will find the basic bottles, which are found in most resort! Due to the pandemic, there has been reasonable changes, which is understandable such as the removal of the buffet! However, why is there three different restaurants serving the same breakfast menu? The thought process of quality was not considered in those adjustment. Again, this reflects the Lower quality of amenities offered to the customer. It’s also my understanding that the hotel use to offer additional variety of food around the pool areas, but that was removed! One of the top reason why people travel to all inclusive is for the food, entertainment and customer service. The restaurants that are available for the customer do serve delicious food. This hotel is far from entertainment. I’ve been to hotels where you feel that even during the weekdays you feel like a weekend. Therefore, Hard Rock lacked the ability to entertain its guess! Can you believe that no shows, no activities are offered! Despite the pandemic, who ever is in charge of entertainment should be thoughtful around the process of creating those spaces for entertainment. All I was able to experience is a dj in the terrace! No shows, no dances, no experience! Why is a top quality hotel not providing that level of entertainment! The physical appearance of the hotel is great! They have amazing pools and the bedrooms are clean and provides a great space.The staff are well trained and focused on providing good customer service! One last comment, room services does not offer any hot meal. Hard Rock really needs to reconsider there administration Team and revisit their ability to sustain their long term reputation.

    Los gallos and Zen

    Reviewed by 834marlenya() on Sep 20, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Excelente host service, the food and all the crew are amazing ?? Special atention from Jose, and also in Zen the restaurant Federico it's so kind and nice he made are night !!! This hotel has alot of variety

    Zen

    Reviewed by tazzydoo(Lyndhurst, New Jersey) on Sep 19, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Yordano and George at Zen restaurant provided us with amazing service tonight for dinner. The menu was very limited but they helped us make choices that would leave us feeling satisfied. We highly recommend having them take care of you.

    Ugly hotel with bad service but nice beach

    Reviewed by grahamc905(Boston, Massachusetts) on Sep 19, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    The first thing you notice when you arrive is that the entire complex looks like a mediocre Las Vegas hotel from the 80s. The grounds were so badly planned and spread out that we actually had to take a trolly to get from our room to the restaurants to the beach, etc. there is just one restaurant accessible from the beach and the rest are all the way back at the main lobby, a full trolly ride away. Our first 2 meals at the restaurant took so long that we walked out. The breakfast we did finally get was so pathetic, the staff apologized and said, “I don’t know what happened today.” The portions were incredibly small and it took 25 minutes for them to serve us a cup of yoplait yogurt and a small fruit bowl that was covered in Saran Wrap. When we asked them for something better, they replied, “Oh, that’s going to take a reeeally long time.” They gave us disgustingly dirty bathrobes (see picture) and when we ordered “aromatherapy” thinking we had finally found something nice at the hotel, a guy came in with an industrial frebreeze bottle and sprayed it at the A/C vent and left. The room decor is very dark (ours was a dark navy) that makes no sense next to a beautiful beach. The shower always had a musty smell with no ventilation. There were 2 good things about the hotel. The beach was very nice and the room service always came quickly. This was important because I cannot overstate how useless the restaurants were. Sometimes there was an hour line-up! I will never come back since there are a dozen resorts on the exact same beach that are beautiful and have excellent service.