★ ★ ★ ★ ★ Board of Directors, Hard Rock Hotel Punta Cana - DO NOT STAY IN THIS HOTEL

I am deeply disappointed in the service I have received at the Hard Rock Punta Cana. We have a party of 11 here for a family wedding and the hotel staff have ruined the wedding day. Do not stay here! Below, I have listed just some of the awful things we have experienced: 1. To begin with, one of our rooms was leaking toxic water from the air conditioning unit. We were told that it was fixed but this was a lie. One of our party members slipped on this water, causing her to badly bruise her leg. As compensation, the hotel offered us 2 rounds of golf. However, when we tried to book this, the concierge staff told us that they couldn’t book it with no explanation as to why. 2. Secondly, one of our party members was using the hotel hairdryer. Within seconds, the hairdryer reached dangerous levels, burning the hair dryer and also her hair, causing clumps of her hair to fall out. She went to the concierge to explain what had happened and they insisted that it was because she had ‘weak hair’. This is completely inappropriate. 3. Thirdly, the hotel has been completely taken over by spring breakers who are destroying everything. We have seen them be sick in the pool, leave the toilets in a mess, fight, use highly offensive language, and even do cocaine in the corridor. What is worse is that the staff do not seem to care. They do nothing to stop them, and when we tried to alert them to the drug use, they did nothing and didn’t care. Perhaps this is because many of the staff members are selling drugs! A few members of our party have been offered them. 4. We have also had to wait an extortionate amount of time for our meals. We waited over 3 hours to get into Ciao when we were told it would be 45 minutes and waited over 2 hours for our food in Toro when we had already made a reservation. 5. The staff have made a rude and inappropriate comments to a member of our party that made her cry. 6. They also made no effort to provide services that are advertised around the hotel. For example. One of our party members asked for a guitar in the room - a service that is advertised all around the hotel. We were made the wait a week. In our third time of asking for one, the staff bought out a guitar with a broken strap. Being unsure of whether we’d get another chance of receiving one, we decided to take it. We asked the staff to bring it to our room and they refused. They expected us to carry a broken guitar for over 15 minutes in the blazing sun when there are multiple bell boys taking suitcases all over the hotels all the time. It just made no sense. I would absolutely not recommend anybody to stay at the hotel. Every time we have tried to make a complaint, none of the staff have cared. They have not even made any attempt to make the wedding day special. 7)Fire alarms have been set off multiple times in the middle of the night , triggering anxiety and panic attacks and having to evacuate the room due to spring breakers smoking in rooms and lobby

• 3 weeks ago by Anonymous
• #86,482
• Rating 1/5
• Comments : 2