My wife and I visited the HR for 4 nights/5 days. When we arrived we were given a room with 2 full size beds although we reserved a room with a king. They claimed "subject to availability" but told us to come back on Day 2 and following some turnover a room with a king would become available that we could switch to. We later found out, after speaking to other guests, we were not the only ones who were forced into a room with 2 full size beds. Our initial room left us very very unimpressed. The pillows smelled like sweat, it was short on towels and was missing the guidebook for the resort. Overall, not the cleanest feeling.
Since it was our first day, we turned in early that night and to our surprise were awakened by a housekeeper trying to enter our room at 11pm. She did not knock or ring the bell and wasn't able to enter because the door was chained, but when I confronted her in the hallway she was standing next to her cart with a confused look on her face. At this point she offered me some towels (from a pile that looked dirty to me) or some chocolates. I closed the door and called the front desk to explain what just happened. While I found it very strange that housekeeping would be trying to enter an occupied room at this time, the front desk told me it was typical and did nothing about the incident. We didn't sleep too well this first night and needless to say, our trip was not off to the best start.
Day 2 began with us heading to the front desk to follow up on the room with a king sized bed that we were told would be available to us. We were denied and made to feel like they just wanted us to go away. The front desk attendant was not at all customer friendly about the situation. We were told to check in again later that afternoon. I also wanted to officially report the housekeeper incident from the night before. For this we were sent to guest relations. We went to guest relations documented our incident and I figured it wouldn't hurt to speak to them about a room with a king. We were told they would try.
After all this in the first 18 hours of our vacation, we decided that we couldn't let it ruin our whole trip and we were going to have the best time we could. We didn't want to waste anymore time or frustration dealing with the front desk on something they didn't seem interested in helping us with. We were set on having a good time.
The morning of Day 3 began with a call from guest relations to offer us a room with a king that was also an upgrade. Room 2 was much cleaner than Room 1 and we were very pleased with the change. Thanks again guest relations, if not for you our whole trip would've been a disappointment, not just half of it.
In my opinion, the customer service quality is a mix. Obviously, I wouldn't give the front desk or housekeeping high marks. But most of the waiters/food staff was good. The bartenders were ok, some gave the impression they were being inconvenienced. Towel service was terrible. Our first day at the pool I spent over 30 minutes walking from counter to counter looking for towels - they were all out (at 1p)???? The towel issue was easily solved, go get your towels after breakfast.
Dealers at the casino were good for the most part.
The food was overall average to good. We did not like the Market breakfast buffet as much as the one at Toro. The Japanese restaurant was good for dinner so was the Brazilian place. The Italian restaurant, Ciao, had excellent waiters.
There are a lot of pools and they are all very clean and arranged well. There were plenty of chairs.
The resort is large. My wife and I are both in our mid-30s and actually prefer to walk, and had no problem walking everywhere. For those who may be older or have other issues there was a consistent flow of carts taking guests around the property.
There is an army of employees who solicit guests for their time share business. They are pretty much all over the "main drag" of the hotel and don't take the first NO for an answer. Also, when you check in, they send you to a concierge employee to "explain the resort to you". They do this a little, but it is very clear there main objective is to get you to attend a timeshare meeting the next day.
We had private transportation arranged through VIP to and from the airport. It was around $100 And worth it to us. The resort was about 30 minutes from the airport.
- Also Known As:
- Hard Rock Hotel And Casino Punta Cana
- Moon Palace Hotel
- Moon Palace Resort All Inclusive
- Official Description (provided by the hotel):
- The 1,787 room Hard Rock Hotel & Casino Punta Cana is situated on pristine sugar white sands stretching 121-acres along Macao Beach in the Dominican Republic. Hard Rock’s first all inclusive hotel and casino exudes lavish five-star amenities and personal service to create the ultimate rock star getaway. Among the resort’s many offerings are luxe accommodations, the signature Rock Spa®, 18-hole Nicklaus designed golf course, iconic music memorabilia and a larger-than-life Vegas-style casino – the largest in the Dominican Republic, featuring Oro nightclub. Guests also enjoy 15 expansive pools, four swim-up bars, a kids pool and lazy river. A variety of gourmet dining options are available through the resort’s nine restaurants, with Mansion by Simon by the famed Rock n Roll Chef Kerry Simon, set to open in 2013. The property also features more than 65,000 square-feet of flexible event and meeting space. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Orbitz, Travelocity, Sabre Hospitality Solutions , Expedia, Booking.com, Amex, Caribbean Online Mgt Corp., Tingo, Otel, Fareportal , HotelsClick, Venere and Agoda so you can book your Hard Rock Hotel & Casino Punta Cana reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.