Room service only up to 10:30pm, and sometimes you can hear the neighbors in the other rooms.

Hearing the other party snor or rummage through plastic bags, talk, use the bathroom, etc.

It was very noisy on the rooms because of the restaurant they have on the first floor.

Beds:     The beds were very high quality and the best part of the rooms after you could fall asleep from the noise

I think that this sort of transaction should be done somewhere else except in the areas where the actual customers and guests eat and can hear literally everything going on.

We had bad experience on the first day, we could not sleep because of restaurant noise.

We enjoyed our stay except for the noise of the aircon.

The pool area is a bit noisy with all the kid activities, I would have preferred a quieter experience there, maybe they don't need to use a microphone.

Noise from the atrium/restaurant carries all of the way up to the 8th floor.

The construction left a lot of dust and the noise started very early by 5:30 am and went until 11 pm or later so it was hard to get a good night sleep.

Some noise could be heard during the day,

The Hotel is also going through some remodeling so during the daytime there is a constant sound of construction.

How about the sounds of dishes and silverware clacking from 6 am to midnight?

The noise from the clanging of plates and silverware below lasted until 1am and began at 6am!

A few negatives-our unit had a leak in the shower and water was on the floor everywhere (we will report on our check out as I think it’s going to be a bit of work) as well as the elevator was broken for a few days that held up the lobby and floor traffic.

The only downside was some minor construction noise in the mornings,

but we changed the room, and new room just smells bad.

Rooms got molds on siding of balconies and molds on bathrooms

The pool was having partial maintenance without closing, I had to get my child out of the pool because of the chemical they were using to fix the pool tile.

Everybody around us was sitting at their tables, dripping in sweats.

There was a distinct smell which smelled like sewer that did not make me sleep.

The rooms have a terrible odor, like an unflushed bathroom.

You can unfortunately smell the vinegar across the table once it’s poured.

The room not very sanitized and cleaned, smelled very bad.

Not everyone can stand the strong smell of paint.

The water had a foul smell and left me feeling unclean after showering.

The rooms are extremely outdated and have a horrible smell in addition to liking bathrooms and loud noises coming from the balcony doors as they don't closed all the way leaving you without any sleep.

The beach was totally disgusting - the resorts on either side tried to keep a handle on the sargassum - not at all at Sunset Royal.

The bathroom was creepy and nasty looking.

The nachos were stale and included only 3 beans on the chips.

The customer service is incredibly unprofessional they have 7 hotels  
The hotel I stayed had issues in the bathroom and musty smell .food  not good I got sick,  generic liquors no good it all .very careful do not sign anything 
Other thing I here from their own employee they   treatment Make them work 12 hours shift and they pay is really low

Today may 9 2021 still not received my money back paid  on dec 29/20 with my cosco citi card  even told and cancel my card for this fraudulent purchase they did not do absolutely nothing I am very disappointed planning to close that card

Our mirror was filthy with stains that could not be removed.

The staff and the people who work there are very nice and understanding.

Juliet and Alex - thanks for taking care of everyone in such a kind way!

We had a great experience due to Alma from the entertainment staff.

The customer is exceptional as they are smiling,helping and greeting everything.

The servers were always attentive and brought us food when we asked the drinks were on point amazing.

Besides the great food and drinks, Lizette was a great host at the pool entertainment!

Thank you to the staff and employees who made our stay amazing!

butler he would assist us with all needs.

We have vacationed at Sunset Royal for a number of years now….love the size of the resort, the beautiful beach and the staff are like family…!

The beach was lovely and the staff was very friendly.

The staff was excellent especially Lara with the concierge.

Great vacations , Sunset Royal Team treats us way too good 

We had our family vacations and a special Birthday celebration for my daughter,  they went above and beyond with activities and memorable experience for her and us 
Can't thanks enough for the great service

The Sunset Royal team takes every step to make us have the best vacation experience.

They were very caring and was always there to help serve us, they went above and beyond!

The team in front desk is always helpful and smiling.

Discounted tickets to Ventura park was a great bonus.

Sunset Royal Beach Resort

quietness

smell

Free parking

Free internet

Pool

The amenities, like the shampoo and soap, were really awful smelling and totally dried out our skin.

It has flaws such as the shower floor being slanted away from the drain which means water stands inside about 1" deep.

We visited the place at middle of November 2023 , we arrived late after 12h fly , there was one person at reception, waiting 40 min for check in, no one help as with the luggage, so we took it ourselves to the 1st floor ( we stayed in villa) , there was no food, drinks for us , everything was close and the sports bar was empty… The room was covered with mold, the smell was horrible.

Our initial suite/room was not ready at check-in time (3:00pm), quite probably someone was perfuming our room to kill the smoking odor last minute,

During the day it’s overpowering and during the evening can be heard even on 16th floor with the doors closed, in the buffet hall and foyer.

So imagine coming back to your room and the food from the night before and getting slapped with the smell.

That was 5 hours earlier- how had the staff not cleaned up vomit?

Amazing food and service all around, my only complaint would be the amount of cigarette smoking all around the property in indoor common and beach area.

but it’s cleared each morning and we didn’t see any rotting piles of it on the beach and no smell.

We also we had to take a shower with roaches because the water did not go down the drain, so we had roaches to swim around.

On our first night there the jacuzzi in the room wouldn't get hot and the water stunk so we didn't even use it.

He tries to make his way to the bed and is throwing up, dizzy, cross eyed, falling down, and having trouble breathing.

Old, worn-out beds
Outlets in room don’t work 
Lights in rooms don’t work 
Jacuzzi don’t work 
Shower doesn’t drain
Food made me sick for two days
Manager lie to us about airport transportation

Rooms are damp and needed some TLC, we didn't use the spa bath as the fittings were very old and uninviting.

We Were told You cannot smoke on the secured side.

We had some pop up in the villas on our last couple days, smoking by the pool.

Hotel Rui Peninusla January 2024
Pros
   Staff are attentive and always around.

The staff from the vestibule down to the beach throughout the entire hotel was very gracious.

The staff was professional and very compassionate.

but given the cleanliness and the wonderful staff I opted for 3 stars.

The employees are friendly and are very hard workers.

We appreciated the service of Tina, Paulina and Dani, at the reception, who did our ckeck-in and ckeck-out so welcoming!

Starting with Tina at the front desk 1st day check in she was great all 3 days I seen her.

The location was great, the staffs were nice.

All of the staff is super friendly and helpful.

All the staff were very friendly and always checking in for drinks.

We enjoy everything about this hotel, the location, staff, food, entertainment,  and rooms.

Patricia at reception was efficient and had our rooms upon arrival. There are just too many people to mention , who made our trip extra special ( including Abril in animation and Zoila our camarista. )

He worked the evening shift while we were there.

Food, staff, rooms, amenities, beach and service were all outstanding.

Staff were great everywhere, always friendly and attentive.

Last day we went to Ventura Park and swam with the dolphins!!!

Hotel Riu Palace Peninsula

If you want to pay silly money for a view then that’s up to you!

Don’t even think you’ll get beach service unless you pay for a cabana.

Paid $1000 a night and didn't feel like it was worth it.

Even on check out we left a day early on Christmas because we had enough couldnt figure out we had paid already and asked me to do it again.

In addition, they attempted to shake me down and have me pay for a guest not staying at the hotel (staying at the Westin down the block) that I spent time with, despite me meeting the person on their premises and the person’s unchecked entry due to their own security’s negligence.

But the thing that I am very disappointed about is that  the pools don't have climate control, the water is super cool to the point that almost no one is enjoying, for a 5 star hotel at this price range, looks very bad.

but staff was rude, service we ordered and paid in advance for our bedroom wasn’t done as ordered.

Booze options reduced and past premium brands replaced with cheaper alternatives.

6) I paid for wedding services and the hotel charged additional charges to my guest entering the property.

For the price hotel is pretty outdated could use some consmetic work.

but i told her i do not needed it because i cannot smell; nonetheless, she charged me for it $25 USD, which is not fare.

🦈

Be careful, watch your luggage, don’t trust anyone, and don’t travel with expensive shoes!

They checked us in with a terrible room and we were asked to pay $156 extra for it.

If you want to experience luxury and great service in Mexico please avoid Hard rock hotel at all costs!

For the prices charged the hotel leaves one a little disappointed, am led to believe the naff view from our room is more to do with Tui rather than the hotel.

Wishing they paid more attention to detail regarding music selections and entertainment in that the vast majority of it catered to young adults.

You have to pay $20 if you do not return your towels,

The price of the massages is a little crazy even with a discount though.

Building was under remodeling and there was noise  and dust sometimes and nobody told us that.

4) I was not able to sleep well due to the construction noise.

but was slightly noisy but was bearable with the bathroom door shut.

The seating was limited so you couldn’t really avoid the noise.

From our room, the “presidential suite” with peeling paint and cracks and hot tub with jets that don’t work, to the hallway full of dust from concrete work on an elevator shaft to terrible barely warm food at Ciao restaurant.

Nicholas took a written account of the encounter to the director, and assured us we would hear from him soon.

but the constant maintenance shows there is still a level of commitment .

This is more a pint of tequila in a plastic cup with a gang of fat drunk americans shouting .

And, it is a shame that the grounds music (what they play through all the speakers) are on the same time as the DJ music; you can hear both standing in the pool which is very annoying.

The swimming pool and beach are insane (except by the noisy activities and a few kids playing), I did a lot of research about other resorts and I believe Hard Rock has the best pool (it seems you are inside the ocean), and that part of the beach is the best in Cancun.

The lobby bar is under renovation and this makes the are very loud and  crowded

Having arrived from a 14 hour trip, to be greeted with no welcome drink and a  deflated receptionist, in a very noise lobby was disappointing!

We were woken up by family pounding on our door in the middle of the night, and opened the door to smoke filled hallways.

The hotel is super old, the air conditioning was always very warm in the restaurants and common areas, the lobby smells like mold and urine, there was only one lift working, so for us to go to 11th floor was a nightmare, the room doors  are old and super thin so you hear all the noises from the hallway.

So I'm telling her our plane leaves at 1.

I couldn't even relax in my room because of the noise.

The music in the bar area is not load enough to hear most of the time which is annoying.it is a boring hotel 
We had a problem with our key not working so went to reception, only one desk was open checking people in

Jusiel is one of the front guys from outside who WATCHED us like a hawk!

We have to give shout outs to Angel, Tacho and Bicho.

Just wanted to give a quick shout out to our

I want to give a shout out to Chef Wilberth and his team Yuri, Lupita, Xime, Carlos, Fernando, and Jaqueline.

The food was amazing and want to thank Chef Will, Yuri, Lupita, Xime, Rosas, and all the food staff for their service and meals.

Enrique treated us like family and very efficient!

butlers, Jessy and Hector were beyond amazing and were very attentive to our needs.

I kindly request that you take immediate action to address this issue and implement measures to prevent similar occurrences in the future.

They are very personable and really made a difference to make our Family Trip relaxing!

Thank you Hard Rock staff for great memories!!!! !

Wonderful hotel and great service
 Good view
Nice atmosphere
Attentive staff
Hellthy recommended to all
Of my friends. ..

Being able to charge to the room was helpful.

We have developed such rich relationships with staff that every time we come it feels like a homecoming.

The hue of the ocean water, the variety of food options, the lively entertainment staff, and the friendliness of the Mexican people - we can't say enough about this very special place for our family.

Great location, staff and attention to needs.

I just love the service and attention we get from all the staff specially Jessica our coordinator and not just her our servers Bicho out side by the pools and at the beach and Lety, Rafa, also and Oscar took care of us inside in the lobby at night time they deserve a rise or more like a paid vacation oh!!

We did 2 off-site activities: The Dolphin Experience and Ventura Park (see separate reviews for those).

Hard Rock Hotel Cancun

price

Free High Speed Internet (WiFi)

Stores close at 6pm no entertainment, nothing to do after pools close, adult entertainment is only for “club members and no kids allowed” 

All  “2” elevators break down daily,,, mind you neither have AC and got approx 6 people tightly in each….. when they do work they stop at every floor without

3.Hotel elevators never worked and there was no AC and the buildings were uncomfortably hot.

The wait for elevators were long due to one broke down.

Elevators don't work- people were stuck inside!

We were on the 10th floor and with 2 tiny elevators that take forever you can imagine how frustrating it was to come all the way up to your room after a long day of travel excited to finally put your bags down and hit the beach-

There are 2 small elevators that barely fit 4 people in and are disgusting, slow and old.

The elevators are extremely slow, so best to stay on a low floor and take the stairs.

There are just two lifts servicing all 10 floors so it was a constant wait for the lifts (and only one working at times).

What I didn’t like are the elevators line ups.

For such a big hotel, the elevators are very tiny.

but still room for improvement in some areas such as maintenance on floor tiles, elevator buttons, arcade games, and entertainment.

Our building only had 2 small elevators that were always busy.

There was no AC in the lobby or elevators or hallways.

The big cherry on top was the same day they were going around knocking my mother got stuck in the elevator for over 30 minutes and no one was aware until I went to the front desk and complained.

The manager who checked us in just gave us the keys and said bye, we never received a welcome and where restaurants were located, location of our room or elevators, no orientation of the resort, I asked for information and had to get each piece of information one question at a time, and I am fluent in Spanish.

The elevators break down like three times and there are only two elevators so that can get annoying.

There is a single elevator around the corner that is much faster.

Ohh almost forgot careful when u get on the elevator it dropped from 8th fl to 2nd fl and when reported the receptionist at the desk stated “ ohh that happens sometimes”😳REALLY! !

but not at Oasis Palm (there’s one only in the lobby near the elevator and when you first enter the building).

We got very good service, staff was very helpful.

The hotel staff are polite and friendly, the room was clean and comfortable

Breakfast at the White Box was great every morning and the wait staff there could not be more accommodating as well for lunch.

Pulling in from the airport we were welcomed by the (Grand) Louisiana Marsh main Entrance!

A big shout to Bartolome, Francisco, Alejandro, Juan, and Chef Cesar.

It's worth the upcharge because it is an amazing one of a kind dining showcase.

He explained the menu and picked a perfect 5 course dinner combination for us.

The staff is very attentive,  they make sure that you are enjoying your stay at all times and have a great experience .

Special mention to Alejandro Santiago, Jesus Lazaro & Capitan Evelyn for being gracious hosts and making our dining experience memorable.

Excellent concierge services provided by Javier.

We were super well served by Ramon, Oman and all the pool waiters in a spectacular way and by Rafael and the team in the restaurant
Ramon, David are super friendly and attentive.

1st of all we booked Grand Osis Plam and they put us in on the Sein hotel without any explanation.

However if you plan to visit places on your own such as Tulum, Chichen Itza, Xcaret, Ventura Park and the 3D Museum it is best to rent a car and drive there.

The Sens Cancun

elevator

Parking

Wifi

(1) no water for taking a shower for one day,

But even then, I wasn’t crazy about the bathroom, mole on the walls, toilet seat was nuisance, made noise just to put the lid up or down, the AC was on top of us at night, I ended getting sick.

Our balcony was SLIPPERY when wet (as was the bathroom, same tile) so be careful.

So after gingerly getting into the lumpiest bed I’ve ever slept on and trying hard not to need to use the bathroom, was woke and went to breakfast….

However, rooms are old and could use a little TLC, pieces of the shower were falling apart.

mismatched sinks and faucets create spills and more work for cleaning staff).

Our room smelled damp, had dripping faucets, a loose toilet seat and more of those little flaws.

The room we got was small, with a fungus in the bathroom and a terrible smell.

There were strange smears on newly installed surfaces and construction dust on edges that were not checked after construction “cleanup.” Shower had no place to put soap or shampoo or related.

Cons:
- Room is kinda outdated: you can hear people talking from the outside all the time, the faucet was leaking, the toilet wasn't flushing, etc.

Overall cleanliness is medium   and leaky shower heads and faucets and storing odor like fresh paint was the  drawback.

Shower heads were so dirty that I couldn’t look at it if I wanted to continue bathing.

Entering at the ground floor level, we went straight from the outdoor door to where the bed was, the place was boiling and the air con didn't work, there was a gap around the whole door so you could see people walking past, the toilet didn't flush, the bathroom didn't even have a proper window and the floor was awful.

We quickly discovered that the toilet didn't work (blocked) so tried using one of the public toilets on site - this was also blocked so was unuseable.

but spotty- best in lobby and buffet restaurant 
Rooms-in high disrepair with leaking showers, toilets and sinks
Big leaks and fall risks.

We had A TERRIBLE night, the pillows were extremely old so it was just lumpy from beginning to end, the most uncomfortable pillows I've encountered in my life; the lavatory in this new room was working even less than the other one.

Bedsheets were dirty, bathroom dirty, almost no water coming out of the shower, it made a horrible noise when we tried to use the shower.

On the top of that air condition fan was laud and toilet broken.

There were no  bath/shower towels in my room, there was a pool of water in the shower, as the floor was not level, there was a panel loose in the bathroom wall (access to plumbing), the toilet seat was loose and the toilet roll holder did not fit properly, so if you tried to use it, the roll and attachment fell out.

While it rained, Roof of restaurant leaked on whole lower level so you couldn’t sit there.

My wife (unbeknownst to me) spoke to Yeing and asked if a bottle of Prosecco could to be delivered to our room, at 7am on the morning of my birthday.

They did not ask for our room number so we took our breakfast.

First night we were given a room with no balcony, the bed was a bit hard for my taste

Jan, 9, 2024

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