1st, the day to day at the Palace/Hard Rock in Puerto Vallarta have been great however, worst experience booking the vacation here. Promissed 2/1 air if we booked and "paid" for the rooms first. Said we needed the "confirmation" number to get the airfare. This turned out to be a total scam. We booked our room for Mar 4-11, 2014 and we couldn't get the airfare until April 6th! This is there "some restrictions apply" clause... I didn't seem to have a problem booking air and the plane was only 25% full! I went through 4 different people and nobody had a supervisor to speak with so I had to wait until we arrived to address this issue.
Upon arrival, we nicely addressed this with the desk, of which nobody was helpful and the only Palace manager wasn't availble. So we checked in and later spoke with the manager who said she could send an email to somebody but was nothing more than a listening ear.
We have been members for years and now your "FREE resort credits of 1800 comes at a cost of 20% in cash..another Scam! We have never had to pay additional for the resort credits however if you didn't use them you would lose them...fair enough. Now, you have to pay 20% of any credits you use... A bottle of wine is not "inclusive" anymore and is $100 of your credits so you pay $20 for an $18.00 bottle of wine... Never Again!!!
Two "completely FREE" experiences boiled down to one because you can only use them on certain days and because we came in on Tuesday and are leaving on Tuesday we lost one of them...another scam or just crappy luck? BTW, no substitutions...LOL.
The Hard Rock resort itself is showing its age. Worn out beach chairs and poorly repaired pool with tiles missing not to mention poor internet service! I must say though, they put a booster in my room after calling 3 times so it works great now. Our friends 3 rooms down the hall were not so lucky...
Two years ago we went to the Palace in Playacar & Moon Palace. Great places and locations however we had similar booking problems and nobody could help us. Palace has 5 days left to impress me or lose me as a customer...
- Official Description (provided by the hotel):
- Hard Rock Hotel Vallarta is a gorgeous, 348-room beachfront property ideally situated between mountains and the Pacific Ocean, featuring unmatched, all-inclusive luxury accommodations including in-room double Jacuzzis, fine dining, top-shelf drinks, 24-hour room service, live entertainment and more. One of only three AAA Four-Diamond hotels in the area, this stylish property boasts six restaurants offering tantalizing specialty cuisines, four bars and lounges with top shelf drinks, two large outdoor swimming pools, children’s pool, beach volleyball court, tennis court, Body Rock Fitness Center, unmatched music memorabilia, signature Rock Spa®, a Rock Shop and much more. The property additionally features 6,300 square feet of meeting facilities. ... more less
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- Also Known As:
- Vallarta Palace Hotel Nuevo Vallarta
- Vallarta Palace Nuevo