TripAdvisor Traveler Rating

Excellent place to go and unwind, party, or just chill by the pool or Lagoon. We had great service from our Butlers Erica and Fernando. Our room was outstanding with a great view of the ocean and pools. Al...ways recommend traveling as a membership guest. Make a huge difference. We are members and there are multiple great benefits. Love it here.

Amazing for families with young kids 1. Pool options are amazing including the water park 2. Beaches are very clean and good for kids (calm water) 3. WORRY-FREE TOWEL RENTAL! You don’t need to worry a...bout penalty fine for losing your towels 4. Nice selections for buffets and restaurants 5. There is a nice basketball court (half court) and two beach volleyball courts. I don’t know why the hotel doesn’t advertise this??

Rooms and resort were beautiful and clean.. We enjoyed the food except the Mexican restaurant but the waiters were funny and so son nice. The staff, employees and butlers were very helpful and excellent. P...ools were clean and nice. If you’re looking for a beach then it’s not a good choice. Can’t wait to go back!

Wonderful experience with our family. William at the pool was so thoughtful for our wedding anniversary, also Alex and the entire pool concierge team. Could not have done more for us. Also, Cecilia, Mario ...and Rubi. Excelente servicio xoxo

Unfortunately, we had a pretty tragic incident occur the first morning of our weeklong stay: a physical altercation with a guest due to the staff's poor training or communication of pool policy. Monday m...orning, after breakfast, our group sat at the roja pool area, where there were plenty of available chairs. Two hours later, a couple came over and asked us if we had moved the towels that they set out at 6 am. No, all these chairs were empty when we came over. We would have never sat here if there were towels on the chairs. They were really upset, and understandably so; they had four small children ready to swim. They went over to the towel house and spoke with the staff about the towel policy, to which the staff replied, "We would never touch your towels." BOOM, these people were ANGRY. They came back with a vengeance, thinking we lied to them. One of the guests was just inches, bent over, in my face as I sat on the chair. This continued to escalate till the husband put his arm in my sister's throat and knocked her over. At this point, the staff rushed over to prevent the situation from escalating further. Leon, the concierge, was quick to take down an incident report, my Whatsapp number, and told me he'd update me when everything was figured out. I, unfortunately, never heard from him. When I checked with the desk and Yukari, the concierge, she stated that she couldn't help me. That seemed odd. To date, Hard Rock has been contacted a few times without adequately addressing the pool staff's failure to communicate the pool policy, which led to this incident occurring. This all could have been avoided with proper training and communication. On a secondary note, the rooms need some TLC: 1. The guestroom door had a large gap at the top, allowing light and sound to enter while keeping the HVAC system running continuously. This may explain the musty smell in the room. 2. Mold is scattered throughout the shower due to poor ventilation. 3. The water closet door was very loose. It will probably fall on someone if not addressed. 4. Both sinks in the bathroom by Toro had become unclipped and were falling out. These quality issues weren't a big deal as you spend most of your time enjoying the resort. Had the resort handled the pool chair situation correctly, I think we would have gone back. Unfortunately, their mismanagement of something so similar isn't something I will risk when my children's safety is at risk. Very disappointing.