Summary: Great hotel, rude staff.
The property facilities are clean and well-maintained. The night shows and entertainment are exceptional, with a talented cast. Food and drinks are high quality and enjoyable. The spa experience was excellent.
Areas for Improvement:
1. Room Cleanliness: The balcony was poorly maintained (larvae on the wall, bird droppings on the chairs, and dirty tub with rusted handles). The minibar was not stocked upon arrival.
2. Housekeeping Service: Daily cleaning was inconsistent. I had to request room cleaning every day as my room was still unclean by 3 PM, even after being out all day.
3. Staff Attitude: While the spa staff were wonderful, interactions with other staff members fell short of expectations. The receptionist was rude and uncommunicative, and a server near the pool openly expressed dissatisfaction with their job, creating an uncomfortable environment for guests.
4. Checkout Experience: During checkout, the receptionist rudely asked why we were checking out late, despite us having reserved a late checkout the day before. After we explained, the receptionist changed their tone, but the initial interaction was very unpleasant.
While the hotel has great strengths, significant improvements are needed in room cleanliness and general staff professionalism. These issues impacted my overall experience, which is especially disappointing.
I would personally not return to a Hard Rock Hotel and would not recommend it.