Playa Arriba

Place was clean but the housekeeping never gave me clean towels all the towels were mild smell

Nossa estadia no resort foi simplesmente incrível, desde o momento em que chegamos até o check-out. Todos nos receberam com muito carinho e fizeram com que nos sentíssemos realmente especiais durante toda a nossa estadia. A comida merece um destaque especial. Todos os restaurantes que tivemos a oportunidade de conhecer superaram nossas expectativas. Todos os pratos estavam deliciosos, sem exceção, e a qualidade foi excelente em todos os restaurantes. As bebidas também foram um grande destaque, com opções de alta qualidade e padrão premium em todo o resort. As instalações são lindas, modernas e muito bem cuidadas, com uma infraestrutura realmente impressionante. O atendimento foi excepcional do início ao fim e, sinceramente, não temos nenhuma reclamação. Com certeza vamos voltar! Foram férias realmente inesquecíveis, e somos muito gratos a toda a equipe por ter tornado nossa estadia tão especial. Muito obrigada por uma experiência incrível!

When arriving to the resort, our room was not ready and we were there prior to the 3:00 pm check in. At 3:00 pm, I went back to the front desk, as directed, and waited for over 30 minutes to get my room. I was left by the person helping me to move over to other customers for over 20 minutes. The process was not very good. The room was fine. We had two teenagers with us, so we got a room with a king bed and 2 sofa beds. One of the sofa beds had many springs that were unattached. There were no sheets even in the room for that sofa bed. I will say that housekeeping was great. They were there quickly and helped us out with sheets. After 3 days, there was a leak from the air conditioner compressor. We were told numerous times that we would be helped in 20 minutes. A maintenance employee arrived, looked at the problem and said he would be back with tools. No one ever came back. I went to the front desk and was told I had to wait on a long line of people checking in. There was nowhere to go to deal with issues. Again, terrible set up. I was called and told that they would set up a beach cabana for the trouble. That never happened. Then, I was told that I would get a voucher for my next trip, if I chose to stay at a Hard Rock property. Then, I got an email that I would get an "upgrade", whatever that actually meant. I feel that this particular property was very poor at helping customers with issues at the property.