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I am writing to express my disappointment and frustration with my recent stay at The Hard Rock Hotel, Cancun. Unfortunately, I experienced a significant issue during my stay that greatly impacted my overall experience. During my stay at your hotel, I encountered several issues. My room was not available until 5pm and the room was extremely hot. Also, the shower door was broken. Therefore, I could not take a shower because the shower door was off the hinges. it was unacceptable to put us in a room that was out of order. I let the front desk know what was going on and they told me they could not accommodate me until the following day. The following day I had to wait up to eight hours to get another room. Secondly, The vacation planners by the name of Roberto Miranda Saucedo and Karla Flores [protected]@rcdhotels.com
from the hard rock did a horrible job planning our activities. Because of previous issues, they had to reschedule our spa appointment for Tuesday. When Tuesday arrived for our service, We were notified that, Vacation Planners over booked our spa for Tuesday and changed the time to Monday, while we were on another activity. After speaking with the manager and advising him we were scheduled on XAL HA tour for eight hours and was not advised of the modifications on the spa date and time. They claimed due to VP overbooking, we reschedule and we did not have a chance to do It at all. They also said the VP manager authorized the removal for other people. I paid over $2000 dollars for the bold experience and due to negligence and errors beyond my control, we only had access to one activity. I am requesting for an opportunity to have my bold experience with my significant other. I wanted to do something special for her and couldn’t with all of our activities being canceled without compensation or replacement. Please assist me with rectifying this issue with your company.
