Viatges a El Cedro

Upon arrival we were greeted warmly and escorted to a waiting area while we were checked in. We were introduced to Angelo, our butler who told us about the property and amenities and offered his help 24/7. As we had been traveling for hours we were hungry. We went to the sports bar for a quick bite. My food came out cold without the meat (nachos with ribs or rib meat). I waited after my husband told the server the order was wrong just to sit there without getting my corrected order and forced to eat cold cheese nachos. Leaving disappointed we went to the room hoping to shower and rest a bit before dinner. Our room had hair strands in multiple places, residue in the tub and in toilet area. Glasses for complimentary wine were used and rinsed out save wine stains or lipstick around the rim. The more my husband and I looked the worse it got. I contacted Angelo who sent housekeeping up and bless her she tried w/o a vacuum and real supplies, there was still an issue. My husband had to go to the front desk to ask to have our room changed which the lady understood after seeing the dirtiness of the room. She showed us two other rooms and allowed us to pick one. We could tell immediately the difference in cleanliness and smell. That was day one. Most of the staff was friendly, the activities were one of the best things about our stay but the food was very lackluster, lacked and barely edible even if the steakhouse. Won't be back. Owners need to really look at these reviews.

We enjoyed the stay from start to finish. The staff took care of everything

Seems like there is systemic cultural amongst staff where they are pressured to sell. The way staff literally scanned you from head to toe, just to pivot a sale was uncomfortable noticeable. The high pitch sales for excursions and timeshare made our vacation less relaxing and more of a stressful stay. Putting side the staff from Paradise Pass, the Hard Rock Hotel staff seems as though they are unequipped to service customers and more oriented towards sales. While checking in, the staff never mentioned that since we purchased VIP access through expedia we had a few amenities such as Resort Credits with an additional fee of 35%. When asked where the 35% fee is listed on their policy 10/10 employees that we asked could not find this in writing. I cant say I would recommend the Hard Rock Hotel to any family or friends. After a few days we just wanted to go home.