The resort is massive, but thankfully the trolleys run regularly, making it easier to get around. The staff were consistently friendly and helpful, and the spa experience was a definite highlight—calm, clean, and professional.
That said, there were several disappointments that took away from the overall experience:
• Tour booking confusion: If you book an excursion through the concierge, be prepared for confusion. On the day of our tour, our guide wasn’t allowed onto the property, and we had to take a taxi to the front gate just to meet them. For a resort of this size and reputation, this felt disorganized and unnecessary.
• Restaurant reservations: On-site restaurants require reservations at least two weeks in advance, but no one tells you that at check-in. Without early planning, your dining options are limited.
• Food quality: The food overall was just okay—not what I expected from a Hard Rock-branded resort.
• Beach conditions: The beach was covered in seaweed, and they don’t clean it daily, which makes swimming and lounging much less enjoyable.
• Ongoing construction: A lot of areas were under construction, which was disruptive and not communicated beforehand.
• Water park issues: The water park staff opened late more than once, and the lazy river had only about five usable floats—nowhere near enough for the number of guests.
The mixology bartenders were the best part of our stay—creative drinks and a fun vibe.
Bottom line: You can do better