Review of Hard Rock Hotel Cancun 4*

I am a legendary member which is a membership they sell you at the resorts to have access to about 5 or 6 of their properties. The membership was very pricey but I have stayed at the Riviera Maya property on 4 occasions now and am absolutely in love with it. So after having such wonderful experiences there I decided it was time to visit another property, I chose the Cancun property… I wish I hadn't. It was a completely different experience. For the most part service was okay but definitely not outstanding, the housekeeping never supplied my room or restocked necessities, the bartenders would ignore us for about 5 minutes before even taking our order, and there was not a full spa like at the other properties. I was there about 5 days, spending my resort credits left and right (through a credit I had on my membership not just the room itself) when suddenly at dinner I was told I was not authorized to use them. I was being told I was not an authorized user on MY OWN MEMBERSHIP! The server then said to give him a moment to try to correct the issue and he came back with a supervisor whom I thought was going to apologize for the mistake but instead told me the same thing! So by now other people in the restaurant are staring at me like I am doing something wrong, as if I had tried to commit some kind of fraud. Then a 3rd person comes out and it was turning into a scene. I became frustrated but remained calm, stern but calm. They then told me I couldn't sign because my husband had to but that they saw my name on the account. Well I wasn't traveling with my husband I was on a girls trip using OUR JOINT MEMBERSHIP, which I have never had an issue doing at the other property because HELLO it was a joint membership that could be used by either of us at anytime. I then contacted my husband in the U. S. And he called to see what was going on with our membership, membership services said there was absolutely nothing they had saw on their end that would restrict me from using the account and that I should not be running into any problems. I will not go much further than to say it was resolved after a few hours but they were unapologetic, they gave me a "gifted" bottle of wine that I actually ended up being charged for but did not even argue at that point. Instead of being apologetic the supervisor called me difficult after embarrassing me and taking up my time. Needless to say I will NEVER stay at this property again with my membership and they can say goodbye to the idea of trying to upgrade my membership either. I gave it 3 stars because the food was pretty good, really wish I had just stuck to the Riviera Maya property and had the experience I paid for. Please visit the Riviera Maya property if you get a chance as it is a beautiful resort and the service rocks.