“Estou hospedado aqui até o dia 04 set, contudo fiquei decepcionado, pelos seguintes motivos: Até agora as 17hs minha habitacion não fora limpia. Llegué 28/08/21 al hard Rock Rivieira Maya Heaven y me quedaré hasta el 21/04/09.Mi reserva se hizo mediante reserva y estoy en la habitación 4159.La piscina central Heaven también está cerrada durante una semana y el restaurante TORO también está cerrado.NO ME INFORMARON QUE ESTARÍA CERRADO.Esto me está dejando decepcionado con mi estadía. Estive obrigado a me deslocar todos os los dias para Hacienda¿Alguien me puede ayudar?Mi nombre es Kleber Paulino.”

“My 11 year old son crying. This is what happens when the water park has been closed every day for 4 days because of rain only in the morning, the pools have been closed half the day every day, food has been hard to find because everyone is shoved into the lobby or in their rooms. They can’t control the weather, but if it only rains in the morning, open the water park and the pizza place outside in The afternoon. . Have something in the lobby to entertain the guests and make sure enough food is available to feed them. The wait staff HAVE been excellent doing what they can, but the management, or lack there of, are making it difficult for them to keep the guests happy. I made reservations for Zen which is in the upstairs portion of the lobby 2 days ago. I was just informed that the only elevator to get up there has been down all week. I have people in my party that are not physically able to take stairs. Would have been good to know when I made the reservations and even better if they had a working elevator. Their solution was to have security carry my mother up the stairs in a wheelchair. 3 flights of 12 stairs each. They refused to let her use the service elevator. She and my dad ended up going back to their room (which has been flooded since the 1st night we were here). The rest of our party went ahead to the upstairs restaurants where a few minutes later, here comes security with an older gentleman that THEY HAD JUST BROUGHT UP IN THE SERVICE ELEVATOR!!!! I spoke to the services manager that came up with him and explained the treatment my mother just received. He took our room numbers and said he would like to discuss it further. Never heard a word from the service manager. 3 out of 4 of our rooms leaked, 1 coming up from a drain in the bathroom, 1 from the patio door and 1 from the roof. And by leaked I mean inches of standing water. Concierge was informed multiple times but the issues were never resolved. On the 2 days of good weather we had, we went to the pool early (8am) only to find that 99% of the pool chairs were reserved for “Diamond Club” members. We finally found 2 open chairs at the very end of the pool. Needless to say, our group of 10 became very close. I almost feel bad for the time share guy that cornered me when we checked out and was waiting on our shuttle.”