Quarto confortável!

atendimento - perguntam se você tem alergia TODA hora que você vai comer e anotam em um papel que dependendo da pessoa ela deixa na mesa e avisa o garçom ou nem leva na mesa. Inútil. E se temos alergia pq não fica no sistema? Todo café da manhã, almoço e jantar perguntam e não fazem nada com a informação - na hora de vc chegar no restaurante, mesmo com várias mesas livres, te fazem esperar um bom tempo pq "tem que arrumar a mesa". Super devagar - se você chama o garçom pra te atender e ele não é o garçom da sua mesa, vc não pode pedir pra ele - na praia você tem que acenar, fazer mímica, dança, soltar fogos pra alguém te ver e te atender. Desesperador - qualquer alteração que você pede no prato de comida dos restaurantes, não pode fazer. E se eu fosse alérgica a algum tempero? Além disso, os cardápios são minúsculos, poucas opções. 0 inclusivo - restaurantes são pequenos e só tem 3 bons: um asiático, um italiano e um de carne. Em todos tem muita fila de espera, ou você janta 18h ou 22h se não quiser esperar pelo menos 40min na fila - as sobremesas são horrorosaaaaas - quando vão arrumar o quarto vc precisa esconder a água pra não levarem embora. Se deixar no frigobar, não mexem. Se deixar pra fora, levam embora - vc só pode marcar no quarto 10 dólares de doce/bolacha, mais que isso não pode marcar kkkkkk tem que pagar na hora, mesmo ficando 10 dias no hotel - os pratos com peixe que servem em um restaurante perto da piscina são super azedos, não vale a apena - a piscina é praticamente toda reservada a pessoas que são do clube legendary. Chegávamos antes das 08h e não tinha mais lugar - hotel prioriza pessoas que são do clube legendary. E os hóspedes que pagam mais de 2 mil reais na diária que se virem né? - perto da piscina só tem pizza e hambúrguer de comida. E eles não te servem, se vc quiser comer alguma coisa na piscina ou na praia precisa ir até o restaurante, pedir, esperar, pegar e levar até a sua mesa.

Las instalaciones, la comida, las actividades, el personal, el servicio es rápido. Nos encantó el Teppanyaki. El mar del hotel es perfecto.

Una de las habitaciones tenía olor a humedad, aunque atendieron rápidamente a la solicitud para mejor la experiencia.

A vista da suíte presidencial muito boa O atendimento excelente, o funcionário do hotel Mario Moura - Resort Service me atendeu muito bem com a minha família

Hotel fantástico. Quarto excelente, com banheira dentro. Equipe se atendimento muito prestativa.

Área da piscina e praia encerram cedo. Daria para aproveitar pelo menos até umas 20h

La piscina es hermosa el restaurante el toro y zen muy ricos y el room service maravilloso al igual que los desayunos, la comida en general un 10.

El personal ponía malas caras, entraban a la habitación y tocaban la puerta aunque tuviéramos el letrero de no molestar puesto, apenas llegamos nos molestaron y quitaron nuestros valioso tiempo con una charla para unirnos a un grupo legendary nos agendaron un desayuno al cual no quisimos ir y nos llamaron 3 veces en la mañana insistiendo apesar de que les dijimos que no. Pagamos el servicio rock royalty y no tuvimos ninguna exclusividad significativa por tener esa categoría, nunca conocimos al supuesto asistente privado que venia incluido en la categoría que compramos. No lo recomendaría a nadie.

Todo 😍

Me gustooo todo

Was the worse experience we ever had

We want a refund we have all record for all the bad treatment we got from the hard rock. We want to leave the hotel on the second day after the worse treatment we had the first night( we starve because the lady didn’t want to give us the bracelet since they didn’t have confirmed the rooms yet, the first rooms were a disaster the hall was stinky as trash it was impossible to stay there, then they took over 5 hours to give us the room, we got our final room at almost 11pm and the air condition wasn’t working) we really want to leave and we ask for a refund, they threaten that if we leave we will have a penalty and we were force to stay. At the end they make me sign a document with a compensation. A supposedly “special dinner” that only the member of the hall of fame are allowed to have, on a exclusive terrace with music and a personal chef with a adoc menu, all a fraud, we went to the “dinner” with the whole family and there was nothing and it was our last night. And on the next day the manager was on a day off and can’t talk to us. This is the worse experience we ever had in a hotel supposedly 5 star. We also found a cockroach in our room.

Pool and beach

Food

Some of the staff was great specially the ones at the restaurant

The installations are dated, its heavily tier pricing based (limited services if u dont buy a full package) and food quality is poor

The facilities were clean and they had room service every single night which was very nice always going into a clean room:

The food was very bland and there wasn’t very many options that were for younger people.

Good looking but I wouldn’t return for the prices of my stay

The rooms are older looking and not big at all

The vibes, the staff, the serving staff, the concierge service Luis, Sabastian, Ilsa! The pool waiter Philipe ( I misspelled his name) serves the adults side on the third floor was AMAZING!

The front desk service check-in sucks! Poor medeanor, and not welcoming. The hassle of trying to sell a pitch. I blocked her so I would not be bothered.

Amazing venue, staff were very friendly and accommodating the rooms were large and clean. The checking in and out process was very simple and easy.. The food choices were great, the pool was amazing. I highly recommend them.

There was only one ATM available and it didn't work

It’s not too far from Cancún Airport, and you can rent a car right outside Terminal 2 as well. The Rock Royalty service is definitely worth paying extra for, as you have your own concierge and “private” bar/snack bar above {- I had cut my foot on the first night and the concierge had band-aids ready in a pinch!}. The snack bar had good (mostly US) options too! The main pool on ground level was huge, and the entertainment on the nights was well varied. Showers have good pressure and the Royalty amenities like aromatherapy pillows, bathroom products, and welcome chocolates were a really nice touch! Shout out to the check-in staff for being friendly and “supporting” my friend’s jokes!

The installations are old, and the hotel in general is not modern at all in comparison to other resorts in the area/country. There were leaks, heavy construction in some parts, and some of the ceilings close to the lobby need redoing/paint jobs. I don’t personally believe the current state of the hotel warrants the $40,000 pesos (discounted 3 nights through booking) paid, but I’d gladly pay it again IF they can start at least start remodeling the rooms. Because of the frequent clients, you’ll find that most food options cater to US tastes as well. Ground level pool and bar(s) can get quite rowdy with “Spring Breakers” and foreigners looking to party. I did learn by the 2nd day this hotel is more for this scene rather than a quiet all-inclusive experience for someone looking to quietly chill, but I’ll admit I didn’t do too much investigation beforehand. Be wary of the customer service in the Frida restaurant, we found the catering staff to be quite flustered and unwilling to cooperate with some cliente requests we heard (e.g. Do you have any extra plates? [staff response] *points towards 2nd level of restaurant with no eye contact or verbal confirmation*).

staff were extremely nice and courteous. service was quick and always on point.

the walls are obviously thin! we stayed on the 7th floor and that is apparently where they take guests who are touring the facility to purchase. we could hear every word of every conversation.

The concierge was very friendly.

Pretty much everything, I hated it and will never come back. Horrible music all day long, terrible crowd, food bellow average, and I had a terrible experience with the staff in general. Very business oriented, trying to sell you stuff you don't need, very pushy. The elevators are the slowest in the world, rooms are out dated and the list goes on.

Everything about property was excellent

Room service options always seemed very limited, rarely had what I wanted on the menu. No mixed drinks/cocktails being sent to room, only beers/cans/soft drinks?

Amazing pool, location and staff.

Only 1 swim bar open in pool which we were not aware of previous to stay. Only 1 main bar area for evening drinks.