Hard Rock Hotel Cancun

4.5 star rating

This hotel is rated between 4 and 5 stars. 4 star - Quality accommodation with a variety of facilities and services. 5 star - Exceptional accommodation with superior facilities and services.

    What to expect (based on 14008 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Great hotel, AMAZING staff!

    Reviewed by ChrisGMak(Aylesbury) on Jan 15, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We holidayed from 23rd Dec - 4Jan and can honestly say it was the best holiday that we’ve ever had. The kindness and friendliness of the staff was outstanding In particular Donis and Luis, top barmen!

    Beautiful Hotel, Great Location and Excellent Service Staff

    Reviewed by martinjf2014(Staten Island, New York, United States) on Jan 15, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    The hotel itself is very nice. Lots of Rock-N-Roll music being played by audio systems, DJ's and live bands all day. The pools are very well kept and the beach is among the best we have ever seen. The service staff in all areas are great. The staff in the restaurants (expecially the Market) are very helpful and ready to help in any way. I would like to make special note of the wait staff in the Market place buffet restaurant. Peewee, Jonathan and Andres took very good care of us.

    Individual ratings:

    Rooms

    Rooms-4

    Service

    Service-5

    Cynthia and Fernando!!!!

    Reviewed by NicP_2005(Redlands, California) on Jan 15, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I have been to Cancun 6 years in a row, including Hard Rock Riviera Maya, but of all the resorts Hard Rock Cancún is my favorite. Great music, good food, and most of all exceptional staff! Cynthia from hospitality was AMAZING, always so nice and remembered so many details. Also, Fernando from the security team really took care of us, even tried to arrange for a romantic surprise in our room... too bad my wife was asleep after a long day in the pool! ?? Overall one of my favorite places to stay... anywhere.

    Best Massage with Ilya

    Reviewed by susanmR7886KP(Louisville, Kentucky) on Jan 14, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Ask for Ilya when booking a massage in the spa! You will not regret it. I’ve had several resort massages at various places and Ilya by far was the best masseuse. I have several back, neck and shoulder issues from a past car wreck and of course my neck acted up the week before our trip. The day we arrived I was in so much pain and after a 50 min appointment with Ilya I felt SO much relief. He is a miracle worker and have already booked a second one for this trip but scheduled 80 min as 50 just wasn’t enough if you have any true issues.

    Good, But Not As Good As It Once Was

    Reviewed by AJHoochee() on Jan 13, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    I've stayed at the Hard Rock Cancun many times. We visited again January 4, 2020 - January 11, 2020. The GREAT - Carlos Nicolas was our waiter at the Market. We enjoyed breakfast there almost every morning. Carlos is a great waiter. He was there to take care of our needs before we even had to ask. He knew our names, and as each of us arrived separately for breakfast he know who we were with, escorted us to our table, and catered to our needs. Beyond that, he's just a good person. He was always genuinely smiling and friendly. My wife and I, and our friends loved seeing and chatting with him each day. It was sad saying goodbye on our last day. We really hope to see him again. Thank you so much Carlos, we hope all is well with you my friend. Luis at the Float Bar is an awesome bartender. He was also very friendly. He knew our names, and he knew what we were drinking. Thank you Luis! Gustavo, the legendary bartender, was on point as usual. We enjoyed celebrating his birthday with him (on the day before his birthday because he was off on his actual birthday). Maggie in the Rock Spa gave me an awesome pedicure and haircut. She was very nice and professional. This was the first time I'd gotten a haircut there. I assure you, I'll be looking for Maggie the next time I'm there. I took pictures of my haircut to show my stylist back home how I want it done...just like Maggie did it! :-) The lady that did my wife's pedicure was also awesome. I can't remember her name (louise?) but she's been there for a long time and she always does a great job. Danny Boy brought up our luggage, showed us around the room, filled our ice bucket all with a smile and a great attitude. He remembered us, and said he recently got a promotion. Well deserved. He is so nice and service oriented. The housekeeping staff always did a great job. Some days we were still in our room when they came to clean but they were very accommodating and usually seemed to clean while we were out having a blast. In the past I, and many others, have left feedback that the Hard Rock never played ANY "Hard Rock". You know, music from all the people in pictures and memorabilia that decorate the hotel? It was always techno dance music. Well I'm happy to report that everyone in our party noticed how they played lots of "Hard Rock" this time. Thank You! That was very much appreciated! The Not So Great We stayed on the 11th floor. The concierge on the 11th floor changed daily. One of them was nice and helpful. The others were not friendly at all. Any time we asked questions they directed us to the front desk on the 1st floor. Honestly I don't even know why they were there. They just played on their phones or the computer all the time and avoided eye contact. Vallieto the bell hop (not sure if I have his name exact but it's close) was kind of a jerk. Not friendly at all. He acted like he was bothered by coming to get the luggage, then he stood there facing me with his chest pumped out expecting a tip. Of course I tipped him because I tip everyone. Attempts to greet him or ask questions were ignored. I still tried to cheer him up, and tipped him again. He was still not nice. The hotel was PACKED like we've never seen it. Even the good staff was clearly stressed and working their tails off. There was literally no place to put everyone. The lobby was packed, the bars were packed, the pools and beach were packed, and the restaurants were packed. And when it rained??? Oh my goodness, at one point we just went to our room to have some space. I'll probably go back, eventually, but if it's that busy if/when I do go back it will be my last visit. I really hope they can fix this.

    Individual ratings:

    Service

    Service-4

    Value

    Value-4