October 2023
I would have loved to give 5 stars to the experience, but only giving 5 star facility does not mean everything. The staff and the people make the ends meet.
I will write this review with the good and the bad. I will start from the bad , and end it with the good.
Bad : 1: We booked 2 rooms, 167 and 168. After landing and reaching hotel, our kids were hungry and we were told that the only option available was the hard rock hotel. We reached there 30minutes before the closing for lunch at 1730 (closes at 1800). The lady at the reception was NOT welcoming and told us that we should not expect lunch here, since they had a party that evening and they needed time to prepare. We insisted that the kids were hungry and we needed to have something. We spoke to the hard rock buggy driver, he made some call and then later with to and fro with the lady , they allowed us in the restaurant only on a condition that we gulp our food and finish by 1815. The whole exiting experience and beginning of a holiday was ruined by the frown and unwelcoming attitude of the lady at reception.
2: Later that night , we tried entering the sessions restaurant. There was a steak night. Again we were stopped and told that , there is no vegetarian option. Looks like the staff did their racial profiling and made a set mind of not letting us in. We asked them for the menu and to let us decide our selves. After some time and checking the menu, and telling them its ok. we were given a table.
I think if the staff is easy and does not do racial profiling and sticks to the basic hospitality training, lot of these issues can easily be avoided.
3: we paid all our bills in the night. so early morning, we could leave without wasting time at the reception.
The man at the reception told us that we need to pay 40$ for a wine that was a part of room service order. I had removed my card to pay, but when checked with the other family staying in 167, the confirmed that thoughtout the stay no room service was ordered and definitely no alcohol. Only alcohol - Champagne that was kept in the room complimentary was used.
Then he told us that he will be charging us for a netted bag, since that was not found in the room. When leaving the room, we did a check our selves and all the life vest and the hotel property was in the room. I told him that i will be happy to go again with the housekeeping staff and check personally.We had not touched their bag, since we had our own dry bag and pool gear. This is quiet annoying and embarassing ,standing there at the reception and dealing with this at the end of a good family holiday.
I understand that there may be remote incidents of hotel property missing at check out. Hotel should handover a inventory list at checkin to the guest and match the same when leaving to avoid such experiences later.
the guys at the reception are very cold and didnt care of even ask us our experience or feedback. They are more like clerks, handling bills
All the beautiful days stayed there and memories made with the family just ends with disappointment. The kids were excited to return only to hard rock the next time, but after the above experiences, i am not completely convinced that i want to spend my 4000$ here.
Good : Let me start with names of the staff that we remember : Puthum, Nisha, Atul, Dibya, Chaya, Marthen, Deep and few more.
The above bad experience was made pleasant by these people working there. Always smiling and happy to help.
The entire property is kids friendly and they have lot of activities to keep your family busy through out the stay. The dance at the pool, the kayaking, the dive centre and the restaurants all are a great experience.
We used the massage and that was a good as well.
I would give 5 star to the property , but the beginning and the end experience could have been easily avoided by the staff and their mindset.
It just dosent feel welcoming again to visit this place.
