“HUGE DISAPPOINTMENT!
Hard Rock Hotel decided to close the season earlier, on the date of our stay in September. They informed me only 6 days before the departure, and mentioned that we will be hosted in OD talamanca, for the same cost (our suite in HRH was a Deluxe- Swim up with private terrace and direct access to the pool).
At first glance OD Talamanca didn’t impress at all: it is very expensive for what it actually is. Actually we wanted to cancel this offer and find something less expensive. However, Hard Rock Hotel offered us an upgrade for the inconvenience caused: they confirmed by email that we will be staying “ in a superior category DUPLEX SUITE with private pool in free upgrade, at the same rates and conditions!”
So we decided to give it a go. But apparently, there was a lack of communication between the 2 hotels, as upon our arrival we were checked in a different room- “LOFT”, not the above mentioned DUPLEX suite. The administration of the hotel didn’t take into account the written confirmation from Hard Rock Hotel, stating that our suite will be a DUPLEX - for them LOFT was a equal option to Deluxe Swim Up (but only in terms of tariff! The room didn’t even have a terrace!). They refused to give us any upgrade at all, no discount, no welcome gift... and disregarded the amount of stress we experienced trying to explain and defend our point of view.
Since we didn’t have a choice, and didn’t want to spend our vacation on a search for a new place, we accepted to stay in LOFT suite. And it was a disappointment : average, low-grade room, with no particular design nor comfort.
We have already stayed at Hard Rock Hotel (Tenerife) , and everything went very well. So we know the quality of services at Hard Rock Hotel, and we are ready to pay full price for it. However, we knew nothing about OD Talamanca- if they are worth the same cost or not (NO!).
If we had known, that OD Talamanca booked us a Loft suite instead of a Duplex, we most probably would have refused the offer in the first place and found a less expensive hotel.
All in all, the situation looks like a “forced sale due to misleading in formation ”, and we, as a customer, are the ones paying for the mistakes of others with our own money.
Taking into account all the above details, I do not recommend this hotel,.
Hard Rock Hotel, who didn’t respond to any of my messages, has just lost 2 loyal members of its “tribe” for their “couldn’t -care-less” attitude.”
— ParadiseButterflyChanel
“I been there in 2019.Food was very tasty, rooms clean, room service Amazing! Best regards to waiters Patrick and Giovanni! I wish 2021 will be rocks”
— 583STA
