We've stayed at the resort twice before and had a great experiences. Our most recent visit was very disappointing, as the service, dining, food quality, and cleanliness were all problematic.
1) Service. We booked 8 hotel rooms for our extended family. We called the hotel for months to ensure we could have adjoining rooms. Getting in touch with anyone was difficult - nearly every time we were disconnected on the phone or transferred to someone who couldn't help us. As a result, our rooms were scattered across the property.
2) Dining. Hard Rock doesn't allow advanced reservations, which makes it challenging for a large group. Once we checked in, we were told the system wouldn't allow even the concierge to book more than a day in advance. Instead, they told us to set an alarm for midnight every night. Unfortunately, even then spaces weren't guaranteed. On more than one occasion, all the reservations were already gone by midnight, which suggests there is a way to pre-book.
3) Food Quality. This was the biggest disappoin**ent. Buffets were typically the only option (see above) and would be picked over just an hour into service and not replenished. Poolside options were exclusively fried foods - the salad options listed were never actually there.
4) Cleanliness. One of the rooms had not been cleaned from the previous guest. The toiletries were used, the room smelled, and the bathtub, hot tub, and floor were visibly dirty. Housekeeping didn't refresh rooms daily.
翻譯