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 14218 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:

    AMAZING HOTEL, AMAZING SERVICE

    Reviewed by Walk_Explore_Travel() on Apr 01, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We had an amazing time at the Hard Rock Hotel. The employees were super friendly and super helpful. The food was delicious as well as the drinks. The rooms where clean and beautiful. We love eating at the Mexican Restaurant and our servers Victor M Toledo and F Tony were the best! We highly recommend staying there :)

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Gluten Free dining at Hard Rock Cancun

    Reviewed by Tinester(Treasure Island, Florida) on Mar 30, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Chef Ernesto was SO amazingly helpful to my daughter and I. We both have celiac and are very sensitive to gluten. He made us special food in The Market -- GF pancakes, pizza, pasta. He also called all the restaurants we were eating at and gave them a heads up about our needs. The hotel in general is very good at dietary restrictions and takes it very seriously. All the staff were very responsive. We had a special card we showed at all our meals that showed what we could and couldn't eat safely.

    Individual ratings:

    Location

    Location-4

    Service

    Service-4

    Where to start....

    Reviewed by KJRICCO(London, United Kingdom) on Mar 28, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    So I consider myself to be a logical person, looking at reviews before I stayed, the good reviews outweighed the bad so I was extremely optimistic about my stay, I assumed the bad reviews were people exaggerating. I am a young man, early 20s and spring break was my main reason for coming to Cancun this month. With Corona Virus, I can completely understand some aspects could not be controlled but at the same time I felt their was 0 communication between the hotel and the guests. During my stay I was forced to move rooms twice, first due to work going on which caused noise, we were given vip for this inconvenience and secondly, due to a water leak in the ceiling. Although we were moved due to noise the first time, I can say whole heartedly this had no effect, you could hear noise practically all day everyday. ( This is not even an exaggeration) Onto food, this was the biggest let down ever. How a 5* hotel can have such a poor array of restaurants I do not know, the only one I would really say is worth the time was Ciao, the Italian, we were only able to eat here twice due to them closing restaurants and having one open per night which was a massive disappointment when you’ve paid so much . Some people may say this is harsh but I do not expect to have to live off of room service when staying in a 5* hotel with 5/6 restaurants. I did say food was the biggest disappointment but I think entertainment could top that. The only entrainment provided was a quiz everyday. Now as I say, I understand Corona virus has caused issues but no effort at all was made by the hotel to try and keep the guests entertained with the lack of the usual entertainment, again there was no explanation regarding this given. All of the bars and clubs in Cancun were closed mid way through our trip so we were required to stay in the hotel of an evening and no attempt of keeping the guests occupied was attempted. I have attached a picture, whilst in the pool and the shallow area at that I sliced my fingers on a sharp tile, now this was not the first time this had happened as I had some small cuts on my feet but they were small so I was not going to make a big deal of them. I am a grown man this is nothing serious for me but this occurred in the shallow area of the pool where children would usually be and if my child suffered this same type of injury then they would have had a very big problem. The amount of cuts I had after this trip shows their are a lot of sharp tiles throughout this large pool so it is something I would stay wary of, especially with children. On my day of checkout, I was literally pestered all morning before I checked out, receiving calls and people knocking on my door to make sure I knew I was checking out on the day, having spoke to so many people it was frustrating to keep being woken up to repeat my self and also due to the terrible stay I was counting the minutes until I left so I definitely could not have forgotten. It is such a shame I had a disappointing trip as this is something me and my friends had discussed we wanted to do since teenagers in school and it far from what we had hoped. Based on the experience I have had, I could never recommend Hard Rock. I really do not feel I received what I have paid for but this is a discussion to be had with my travel company. There are a few more things to mention but these were the points that I feel caused me significant issues during my trip. On a slightly better note, majority of the staff at the hotel are great. Very nice people that work very hard and do really appreciate tips, they do remember the tips you give them so the tips really benefit you and them.

    Perfect Spot for Fun and Relaxation

    Reviewed by Rhonda S(Ottawa, Canada) on Mar 28, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Everything is taken care of at the Hard Rock Cancun. You can relax at the beach, play volleyball on the beach or water all the time, enjoy the swim-up bar, or be spoiled on the third-floor pool. Jesus Puga was like our personal butler because the third-floor pool area was empty most of the time. He spoiled us by cleaning our glasses, bringing us food and drink, cool towels, and on and on. He was excellent at making us feel like royalty. I loved the third-floor pool area. The perfect mix of party and quiet.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5

    Best entertainment crew!!!

    Reviewed by 531maren() on Mar 26, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Hard Rock has one of the best entertainment crews ever! Everyone was so friendly and fun to be around around all in all. There was on guy in particular, Luis. He was so kind to my sister and I. He went out of his way to play connect 4 and beach volleyball with us. He definitely made our stay more fun and exciting! We will for sure be back next year!!