I’m leaving my vacation at the Hard Rock Cancun extremely disappointed and frustrated. I stayed in a family suite with five others for four nights with half of our stay having no hot water, over half of our stay with an extreme leak coming from the bathroom, strong sewage smells in our suite the entire stay, and rooms so humid the mirrors were foggy.
The customer service that met us when we brought up these issues were poor, time-consuming, and unacceptable. We were sent in circles talking from one person, to the next, to waiting for calls and waiting for manager responses and weren’t offered any form of compensation that we feel was equal to the issues we were having. We were offered the option between a free steak or free beach chair rental (food is already all-inclusive and there are free chair options) contingent we sign a non-disclosure agreement with the hotel. The hotel refused any sort of partial refund and wasted our time.
Additionally, service at the bars was poor. My travel party are all Asian and a few of my group heard the bartenders call us “chino chino” multiple times which means Chinese in Spanish. We were also met with resistance when trying to order drinks at certain points within our trip. At the start of the trip, we could order yhr drinks we wanted, but at one point they refused to give us drinks and shrugged and shook their head when we inquired why we couldn’t drink when it was all inclusive.
The Toro steakhouse gave one of us food poisoning.