Hard Rock Cafe Playa del Carmen — Restaurant in Playa del Carmen

For the third year in a row while staying in playa, we visited the hard Rock Cafe. It was just my wife and I in the bar and one other patron for about 3 hours during the day. We ate and had several cocktails. While leaving, I used the restroom while my wife decided to get a t-shirt. When I came upstairs, she was standing at the checkout and had purchased a white t-shirt. She said I think I want the black one instead. She walked over grabbed the black one and brought it back. She laid it on the counter next to the white one, and I told the young man that we wanted it instead.

He told me that I couldn't exchange it that I could only purchase the black one in addition. I explained that that wasn't acceptable and we simply wanted to exchange the color, that we hadn't even left the store. He refused, so we left. As we walked down the street, my wife told me that there was a sign that said refunds were allowed within 30 days.

We returned to the store and I asked for the manager. They made several phone calls and after 5 minutes, an older gentleman arrived. I told him what had transpired but at that point I had zero interest in purchasing anything at the store. I told him that I was amazed at how we were treated given the reputation of the hard rock. Clearly the young man was clearly just trying to take advantage of us. I showed him the sign and asked why the young man wouldn't comply with our request for an exchange. He didn't offer an explanation.

He finally agreed to refund our purchase, but only in cash. He would not credit my credit card.... Is this so they can make money on the exchange rate??

I'll never visit this establishment again and I would encourage others to avoid it as there is something going on here that they try to take your money in an underhanded way and not a normal retail store.

I would appreciate a response from ownership, but doubt that I...

Decent service but the food and drinks are not good, although very pricey.

We ordered the promotional 2 for 1 Original Burger at 299 pesos and asked for Medium. We received a room-temperature raw meat burger. I used to work in a steakhouse so I know the difference between meat cooking levels. Overall, the buns were plain and booring, we ended up not eating them and the whole burger experience was below the regular McDonald's cheeseburger. We ordered, what looked like to be a Blackcurrant Cocktail with red wine and Prosecco. We received a regular cold sangria with a lime inside and without any hint of Blackcurrant. On the menu, the garnish was Blackcurrant but it was entirely missing in our cocktail. We were asked how everything was and we shared our experience. We were nicely offered a new burger but we were both already disgusted about the taste, which of course ruined any apetite. We were than offered an apology and some basic vanilla ice cream, which we refused as we are not really ice cream people. The waiter brought the bill and a "small gift" in a hard rock bag. Apparently it was no gift, they extra charged the glass in which the cocktail was served without asking if we actually want it. When we said that we did not ask for the glass, they took the "small gift" away. Just for your information, a gift is not something a customer has to pay for, you don't push item on a customer's bill and if you offer a free item because of a complaint, if the customer doesn't want it, you either remove the item from the bill, either offer something that the customer wants. Never ever, do you offer a gift and then take it away. Overall, we ate in about 10-12 Hard Rock restaurants around the world and can honestly say this was the worst one till now, completely waste of money, taste...

I am a HRC fan for life and I’ve been to every location in North and South America, Europe and Asia, from Norway to Colombia and all around! This is the SKETCHIEST HRC I’ve ever been to. We left this place for our last night in Playa and what a huge disappointment!!! I come to HRC for the atmosphere and the music, because it brings me memories of the good old times in music. When we came in they were playing just some horrible techno music full volume which totally started our experience with the wrong foot. I asked the nice server and he said that on Sundays they try new music to try to bring different clientele. First of all the place was EMPTY for dinner when all the adjacent restaurants on 5th were packed so clearly this is not worming. The employee was very nice and did change the music, when he asked me what music to play, I looked at him and gave him a “really? HRC music!” We got some chicken sandwiches and burgers which come with fries but we “upgraded” to the bacon cheese fries and instead of an upgrade we got a second order of fries, yes fries with the burger and sandwich and an extra side of cheese bacon fries… why? Well to charge us more for an additional side! I’ve NEVER experience this anywhere in the world! Finally when departing we went to check the souvenir shop because my son and I collect drum sticks from around the word and there were barely any merchandise, like just tshirts and nothing else. This location is an EMBARRASSMENT to the HRC brand… they better close it if they are going to offer such a subpar experience. I will never be back and you reading this avoid the...