TripAdvisor Traveler Rating

This hotel experience was horrible. We woke up all hours of the night into the morning with workers yelling to eachother through our hallway on the main level. We had tons of mosquitoes in our room. They s...tate that there is an air purifier, there is not. More so a filthy air filter exposed in the air vent on the wall for the AC. The shower had mold and black filth in the grout. Customer service is awful here. The maids were blocking the elevator and would not allow my baby and I onto the elevator before her. A waiter commented on the amount of food I was ordering at the Mexican restaurant, mind you this is all inclusive and the food was nasty. The Italian restaurant ran out of CHEESE for their Gorgonzola pear salad and the Salad de Parm. I ordered room service for our first breakfast and the yogurt parfait which was said to include “fresh berries and granola” had JAM, RAISINS, & CORNFLAKES! The bagel and lox had no lox.. it was unreal how bad the food was. When I tried to contact customer relations, no reply. We attended a wedding and the reception was located on a roof top in 100* temps with NO SHADE. When I asked the wedding planner for shade for half on the tables she refused. Not to mention, when I asked where I could change my baby’s diaper she said “ the public bathroom” and I pointed out there is not changing table and she fires back, “then you can’t change her there”. The lack of respect and commitment to clients at this resort is appalling. I have complained to the property and they offered an upgrade if I chose to stay again, which I told them I will never waste my time and money here again. The kids center cannot be accessed without leaving your child with a worker at the resort. No parents allowed. Absurd! The kids pool was filthy and run down! Headquarters cannot help with the matter because this location along with Mexico is FRANCHISED meaning they aren’t holding up the Hard Rock standards and are operating under the name to get customers. Do no waste your time and money.

we had an amazing time at this resort - loved the staff (especially RAMON) top service all around. the restaurants were fantastic, the resort was extremely clean, updated and the grounds were pristine. S...o much to do there as well. Would highly recommend this resort and will be back!

Pros: It's a big, exciting hotel with a lot of pools and a nice beach (except for the seaweed) Cons: *The food was horrible. We ate at nearly every restaurant including the nicer places that require a re...servation. The common theme is that the food is of a very low quality, especially the red meat. What they call a "tenderloin filet" of at the Toro steakhouse is laughable and barely edible. Another common issue is that the food is cold. The enchiladas at the Mexican restaurant seem to have been prepared at least an hour before they were served. Even the doughnuts were bad. How can you screw up a doughnut? The only exception was the stacked sandwich shop which served a decent ham sandwich. Bottom line: If you are looking at all the great looking restaurants on the website and expecting good food options, you are likely to be very disappointed. *The rooms seemed nice enough but the air conditioning would not get our room below 76 degrees even running non-stop. Prepare for a hot and sweaty night of sleep. *The service was mixed. Some of the staff tried to be helpful, but others seemed overworked and unhappy to be there. My adult son asked one of the bartenders at the pool to make him his favorite drink and he rolled his eyes and poured him an entire glass of straight tequila just to be a smart ass. My brother in-law met us at the hotel from after flying in from Mexico just to spend the evening with us and have dinner. After previously being told that we could buy him and evening pass for $115.00 to allow access to the hotel all inclusive perks for one night, Angel at the front desk informed us that they were too busy and would not sell him a pass. Just to hang out with him, we had to stay in the Casino where the food and drinks and not part of the all-inclusive and are very overpriced. To get a pass to join us the following day, he had to listen to a 3 hour hard sale on their time share program (which they would not admit was a time share). *A side note: The $250 per day room credit is a joke. The have tons of stores and gift shops, but only one store allows use of the credit. That store only sells junk and you can only use the credit to get 75% off the listed prices. The junk in the store is so overpriced, that its really laughable. I little refrigerator magnet costs $20, so the room credit is pretty worthless for shopping. I will not return to this property.

Great family vacation at this hotel and resort. We were upgraded at check in to the Rock family suite. This room was massive and had a great balcony and two bathrooms. I'd highly recommend it for families.... The pools are all very clean and the grounds are well maintained. We liked the moon pool best as it was lively enough for us but not party central. Go to the main pool if you want a more upbeat experience. I'd skip the kids pool if you can because the music there is a little depressing. My kids loved the water park, lazy river, The kids club, and the beach. Plenty to do to keep the family entertained. Shout out to Ramon who helped make our vacation even better. This guy works hard and brought us anything we needed when sitting by the pool. He was great with the kids and brought us drinks or different food from other parts of the resort to try. Find this guy when you get to the pool and you'll be set! To touch on a couple of things that others have pointed out as concerns: Air Conditioning - There is air conditioning and it works but I did find it difficult to get comfortable sometimes at night. The room will not go lower than 73F/22.5C no matter how low you set it, which is typically fine for me. I found this to be more of a humidity problem as the AC does a poor job of drying out the air. Pay to play activities (Bowling, minigolf, arcades, etc) - Yes there are a lot of activities that are not included and you must pay for. The positive to this is there will probably be no line or wait to do these actives. However some prices do seem a little high. example $10/pp for mini golf. We did the bowling and there was no wait for a lane. The kids had fun with it. Food- The food was good and very plentiful. You wont go hungry and you will enjoy your meals. Just remember you are at an all inclusive resort, not a famous steak house or a churrasqueria in Portugal. Desserts did seem a little light, not many options but the getalo place is good for after dinner. We thought the Mediterranian restaurant had the best food. Speaking of food, don't rent the golf cart unless you have a handicap/disability. You will be eating and drinking a lot. The walking is good for you and the grounds are pretty. If you are really a go-getter be sure to check out the gym it's pretty well stocked with different free weights and machines. Yes its a big resort, but it wont take you more than 10 or 15min to walk to the lobby/pool/beach. The golf cart is unnecessary for most people. Overall compared to other all inclusives we've been to we thought this one was the best one yet. In general the culture in the Dominican Republic is relaxed and friendly. You will notice that in most of the employees you interact with. I would go back for sure!

We a great four nights at the resort, especially due to the service that Judith provided to our large group. She made sure that we were well taken care of with dinner reservations, reserved pool chairs, a...nd anything else we needed. The rooms were clean and we felt safe at the resort!