First and last stay at a Hard Rock Hotel. It did not meet our expectations.
The mountain view room had constant humidity despite the air conditioning being on (windows were locked shut). All our clothes and the bed felt damp.
The ceiling had been repainted with visible brushstrokes, which we assume was due to the humidity issues (see photo).
The main pool's bottom was partially covered in sand, and the sun lounger area was completely sandy. This was not mentioned in the hotel description. We later discovered on the hotel's website that they call it a 'sand-swimming pool' and cling to this unclear description (see photo).
We filed a complaint requesting a refund for one night, but it was denied.
We booked a hotel with a pool by the beach, not a beach inside the pool.
They offered us a room change with a pool view and a massage, which we declined as it wasn't a real solution.
Finally, they offered us a stay in a cabana next to the second pool. However, that area was undergoing renovation with constant noise, so we refused. Ultimately, we received no reasonable solution or compensation. That said, the staff was always friendly and attentive.
Furthermore, we doubted the cleanliness of a pool with sand. The hotel staff assured us of rigorous control and cleaning. Unfortunately, in 4 days, we neither saw nor perceived any such control/cleaning.
I want to highlight the excellent breakfast and the customer service management by Trip.com.
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