Man!! Where do I begin!! When we first checked in it took almost 45 minutes to get our bags to our room. We end up in building 8a which is literally the furthest building at the resort which is blocked off due to construction (7a renovations) which means walking there took twice as long than any other building and yes there is a trolley but multiple times at night we waited for over 20 minutes and trolleys never showed up and we had to walk back to our room, one day we checked how many steps we took and we walked over 4 miles in one day just walking oh from our room to various places in the resort. We asked about renting a golf cart which we would have gladly have paid for, but they were sold out. Our AC would not go over 75 degrees, went to lobby asked for help and supposedly they showed but AC still not fixed. Called front desk and they sent someone to room to fix it, they showed and they said AC would be cold in 30 minutes, hour later still not cold!! Called again and they said 2nd technician said I was not using AC controls right; really, I think I know how to use a AC panel!! Then they sent a 3rd guy who finally fixed AC. Our group went to bowling alley to watch the NBA playoff game, they are supposed to close at midnight but kicked everyone out at 11:30 PM!!! We had to use black cards for be beach/ pool towels which is fine, but one day the person was not there for us to turn our towels back in, so next day at 10:00 am we went to turn them in again, and still not there was nobody there; so we had to carry our wet towels to the Market for breakfast and then to beach so we can get fresh towels when he finally arrived. Tried to eat at food truck one day near beach, asked for fries but they said they ran out of gas and had not fries, asked for chicken sandwich, no chicken sandwich, asked for a cheeseburger, they had no cheese so asked for a hamburger which we got; but asked for ketchup….yup… no ketchup!! Went to Panamera to eat dinner one night (Brazilian steak house) guess what…… no steak; and ice cream machine was broken!! Went to main lobby to take kids to get ice cream…..guess what… no ice cream!!! So finally we decided to purchase dinner at steak house in Casino, went to concierge to make reservations and they said no tables where available that night (of course) so then I decided at dinner time to go to restaurant to see if maybe there was a cancellation or a last minute open table… but you want to know why there is not open tables, because they are closed on Mondays which your employee did not even know, so I waisted my time walking 20 minutes there and back to my room when if I had known they were closed to begin with I would have never have even gone to check!! One our last full day there wanted to see if I could take our daughter swimming with dolphins, 90% of your tables wanted to sell me a time share when all I want is to book an excursion and when you find the only 2 people that can do it it’s like a hour wait with people waiting in line. So finally we rented a bed on beach instead. Finally the last day we are checking out, a lady asked how our stay was and we told same story I just wrote. She is like, I am so sorry, let us make it up to you and walked us to a desk ( my wife is pissed and hungry and did not want to go as she wanted to eat) but went anyways because she had to only to hear about your amazing special you wanted to give us to make up for our bad experience only to try and be sold a d $1300 vacation package we had to buy right there!!! WTF the same thing you were trying ti sell everyone, so you did not try and fix anything, fixing it would be give it us a credit for a future night stay!!! I spend almost a million dollars a year traveling for personal reasons, business and even paying for group conferences; I have never had this bad of experience; I’m even Ambassador elite for Marriott, the highest anyone can achieve. I can honestly say I have never said they about any resort and travel destination (I have even stayed at your Cancun location 3 times) but I’m not sure if I’ll ever stay at another Hardrock again.
