Check-in Experience:
We arrived late, and the check-in process was quick and efficient. Unfortunately, our assigned room was located far from the Hacienda area, which was inconvenient given we were traveling with a stroller and two young children.
Room Quality:
This was by far the biggest disappointment of our stay. We were moved four times in just three nights. The first room had a strong mold odor and was visibly dirty. The second room still smelled of mold, the elevator nearby was broken, and we were kept awake by unexplained mechanical noises. In the middle of the night, we had to move rooms again with a two-month-old baby and a three-year-old child, which was exhausting, especially without a functioning elevator. The temporary third room had no working air conditioning. Our final room, while at least free of odor, still had issues such as a screeching toilet that made noise loud enough to wake everyone up. Overall, the rooms are in very poor condition and in desperate need of a major renovation.
All-Inclusive Dining and Cocktails:
This was our third stay at this resort, and to be fair, the dining experience remains one of its strengths. The main buffet and several restaurants have been beautifully renovated, offering excellent variety and good quality, especially for families. Drinks were well-prepared and consistent. The French restaurant stood out with its lobster soup and perfectly cooked lamb rack. We did miss the sushi bar that used to be in the Heaven lobby, and it was disappointing that live cooking stations like the taco stand and crepe station were no longer available in the evenings.
Swimming Pools:
We mainly spent time at the waterpark, which our daughter absolutely loved. The main pool was acceptable but occasionally felt less than clean. The pools overall remain a fun feature of the resort, especially for children.
Additional Facilities:
The kids’ club was underwhelming. We tried to join the children’s disco with our toddler, but she wasn’t allowed to participate because she didn’t meet the minimum age, even though we offered to stay with her. For children aged one to three, there is little to do besides the pool area. The entertainment was lively and fun, but we missed the atmosphere of the old Mexican Night, which used to take place in the Hacienda lobby with a small market setup.
Staff:
Service was inconsistent. Given the multiple room issues, we expected proactive support from staff, but we had to repeatedly follow up ourselves. There was little effort to verify room conditions before reassigning us, which caused unnecessary frustration. After escalating to the concierge, we were offered a complimentary massage as compensation. While a kind gesture, we would have much preferred a clean, functional room over a free spa treatment.
Overall:
We rate this hotel 2 out of 5 in its current state. The atmosphere, food, and overall amenities are still solid, but the room quality and staff responsiveness fall far short of expectations for a Hard Rock property. This resort is overdue for a full renovation, and we would only consider returning once those improvements have been completed.
