GO SOMEWHERE ELSE
Posted Oct 25, 2016
Let me start by saying that this is a series of events that lead me to wanting to write this. I booked this trip through Expedia about 6months prior and paid extra for the upgrade "DELUX" "ocean front view." I ended up getting the 2nd floor which was indeed an ocean front, but barely!!! It was so loud because ALL you could hear the whole day was noise from the MC at the pool trying to get people to dance or twerk and they played OLD outdated music the whole time. Seriously it wasn't even interesting to watch and was just annoying noise. A couple of our friends also stayed there at the same time as us and it really was just LUCK if you got a good room, NOT if you actually paid or anything. One of them got the basement, which literally looks like a dark, shady motel. The rooms were OLD and dingy. If you looked at the hot tub pressure holes you could see brown soap scum. I get that other people stay in the same rooms prior and used the hot tub, but usually they would bleach it after each hotel guest right? So after getting our room, I went back to front desk and asked if they could move me because of the noise and the view. Front desk told me that there were no available rooms and I need to check back tomorrow. The front desk person gave me and attitude because she had to check. Honestly she just pushed buttons and probably told me there was nothing. So we ended up staying in the room the first night there. I will have to continue this on the next thread.
Comment from Hotel Management
Oct 27, 2016 by Francisco Garcia, Hotel Management
Thank you for your time and candor in bring these service issues to my attention. I sincerely apologize for any inconvenience you may have experienced and I would like you to please know that we take great pride in our service standards and ability to meet and exceed our guest expectation but clearly missed the mark in this case.
Again please accept my apology and look forward to welcome you again.
Hard Rock Hotel Cancun