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Yaz M

Very Bad Service

1.0 of 5 bubblesReviewed Jun 12, 2022
I stayed for 4 nights and on those days the hotel was so crowded that you can’t eat at any restaurant, the minimum waiting time was 2 hours, the service was so bad, they were tired and didn’t act nice and help full. The room service lasted 2 hours to arrive.
It was a very bad experience.
Date of stay: June 2022
Trip type: Travelled on business
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager HRPC, General Manager at Hard Rock Hotel & Casino Punta Cana, responded to this review
Responded Jun 16, 2022
Dear 560yazb,

Our apologies for the inconveniences you had while you were with us, we’ll be certain to share your comments with all the involved departments. We would be honored if you would give us a second chance so we can show you what we’re all about.

“This Review was responded on behalf of the General Manager of Hard Rock Hotel and Casino Punta Cana."
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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4,947 - 4,952 of 41,955 reviews
Reviewed June 11, 2022

The best entertainment was provided by DJ Solution He make us happy at the time of choosing the best mix on music No other DJ like him. Only concern is the Rooms Ac that definitely can be better. Servers at the pool the best entertaining ppl

Date of stay: June 2022
Thank 600me2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager HRPC, General Manager at Hard Rock Hotel & Casino Punta Cana, responded to this reviewResponded June 15, 2022

Dear 600me2022,

Thank you for sharing your experience with us! We are glad to know you had a wonderful stay. We will share your comments with DJ Solution he surely will be glad to be recognized for his outstanding service. We hope to have the opportunity to welcome you back to our charming hotel and earn that final star! You Rock!

"This review has been responded on behalf of the General Manager of the Hard Rock Hotel & Casino Punta Cana."

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed June 11, 2022

we were told one thing but when you arrive its a different story. Paid $18,000 for a vacation, then they try to set you up for timeshare tours. Smooth talk you to gain your confidence then bring on the sales tactics. Had high expectations as being a high end all-inclusive, but in reality they are not. the ball was dropped with service, cleanliness in rooms, and too much "Bait and Switch". the OnTour transportation service is a farce and can not be trusted. Too many of the staff had no knowledge of the English language, so you better know how to speak Spanish. oh and they say all-inclusive includes tips, but be prepared to tip to get good service, or you're shunned.
The Hotel complex over all was huge, nice size rooms, very friendly at start, food was okay...

Date of stay: June 2022
2  Thank Kathy B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager HRPC, General Manager at Hard Rock Hotel & Casino Punta Cana, responded to this reviewResponded June 12, 2022

Dear Kathy B,

Thank you for taking the time to write a review regarding your stay with us. We appreciate your valuable feedback and we’re sorry to hear your stay didn’t completely meet your expectations. We hope you give us the chance to better serve you in the future; we'll wait for your return.

"This Review was responded on behalf of the General Manager Hard Rock Hotel and Casino Punta Cana".

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Reviewed June 11, 2022 via mobile

Ramón Fuego and Jensy have been super friendly and super attentative. Always making sure we had a chair by the pool and making sure we had drinks. Definatley recommend these two for luxury service. !!!

Date of stay: June 2022
Trip type: Travelled with family
Thank amandamY7477TH
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager HRPC, General Manager at Hard Rock Hotel & Casino Punta Cana, responded to this reviewResponded June 12, 2022

Hello amandamY7477TH,

We are happy to know that you had an awesome time in our wonderful hotel & that our staff met all your expectations, we hope to welcome you to our stages very soon. Rock On!

'' This comment was answered on behalf of the General Manager of Hard Rock Hotel & Casino Punta Cana''

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Reviewed June 11, 2022 via mobile

Fantastic!!!! Service was amazing. Always at our service when needed. Brought us drinks whenever we needed. So nice and friendly. Very attentive. Pool was great and very well taken care of. Beat place to visit with friends, family and couples

Date of stay: June 2022
Trip type: Travelled as a couple
Thank alexx012
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager HRPC, General Manager at Hard Rock Hotel & Casino Punta Cana, responded to this reviewResponded June 12, 2022

Dear alexx012,

Thank you for your amazing comments, We are glad to read that you enjoyed your stay and that our Rocker Ramon provided you with a great service. We look forward to welcoming you back soon on our stage! Rock On!

“This review was responded on behalf of the General Manager of Hard Rock Hotel & Casino Punta Cana."

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Reviewed June 11, 2022

Please stay away from building 1, it is old and not in the best space, you will see the view ever, every time you walk to you room which is gonna be like a mile away from everything. This place is huge with so many things to do. Stay away from the Legendary set up, it's basically a time share and if you don't decide to get it and purchase some of the services at a discount rate there be very careful because they didn't explain things to us, just wanted the money and sent us on a wild goose chase in 91 degree weather, back and forth and when we just said forget it give us our money back, she said okay but then credited to the room. Hard Rock charged the full bill to my card which left a credit which they do not tell you about until you are checking out. The checkout person told me to use it now or lose it, when I asked for a manager he told me that he will only take up more of his time so I should just do what he said and kept taking like what I wanted didn't matter. The airport transfer is nothing like that was promised, no person waiting on you with a sign and your name, no purple and black shirt, they are going to cram you on a little bus with many people and barely AC. The food was okay but the service was excellent, big place with lots of shopping and many free places that comes with the resort.

Date of stay: June 2022
2  Thank lbrown606
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager HRPC, General Manager at Hard Rock Hotel & Casino Punta Cana, responded to this reviewResponded June 12, 2022

Dear Lbrown606,

Our apologies for the inconveniences you had while you were with us, we’ll be certain to share your comments with all the involved departments. We would be honored if you would give us a second chance.

“This Review was responded on behalf of the General Manager of Hard Rock Hotel & Casino Punta Cana."

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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