TripAdvisor Traveler Rating

Beds were so comfy. Service was impeccable. Food Was delicious!! Overall great experience!!! There wasn’t one bad thing I could say about our trip. Everyone we met that worked For or with the hotel were amazing! Denise was my favorite! She was so sweet and helpful.

The Butlers are amazing (Alexis and Gerkyl). Anytime we needed something. It happened right away. The grounds are beautiful. Food and service is wonderful. Our room was set up perfectly.

I visited Hard Rock with a group of about 35 people this hotel was the greatest, service, staff and restaurants were excellent. Frida Restaurant was my favorite I want to think Fernando for his for his wonderful service he accommodated us with our request. Everytime we came he already knew what our drinks were, how many sugars we needed for our coffee and tea. He is the BEST. We were always greeted with a smile and a thank you and how you doing when we entered here by the hosts. I would definitely return here again thank you for everything and making my trip very enjoyable.

My wife and I recently had the displeasure of staying at this property from the 13th to the 17th of December, 2023. I am writing to share our overall experience and, regrettably, to let others know to avoid this hotel. To provide some context, we booked a Lagoon View through Shaadi Destinations. It came to our attention that the price through Shaadi Destinations was significantly higher than the price offered at Costco. While I understand pricing variations, this added to our initial concerns. At hotel check-in, we encountered delays due to a shortage of bands at the reception. Subsequently, we were assigned Room 18, which, unfortunately, did not offer the Lagoon View we had expected. The room presented several issues including excessive humidity so much so that the floor was slippers, and the mirror was totally fogged. Additionally, a shortage of towels, and an absence of shampoo in the bathroom was a slight inconvenience. These oversights were unexpected and not in line with the level of service we anticipated. Our challenges continued with a broken curtain in our room, making it visible from the outside since the room is right on the ground floor (and clearly no lagoon is viewable from the room). Despite reporting the issue, we were informed that maintenance would only address the concern when we were present in the room. Post-dinner, the maintenance team arrived well past midnight to rectify the situation although we called multiple times, and were told that someone is on the way, which clearly wasn't true. Unfortunately, our room's proximity to the service area resulted in disruptive noise throughout the night and early morning, prompting my wife to request a room change. I even recorded a video of the sounds we heard through the night and showed the concierge. My wife requested a new room, and we were told that we would get a new room but need to checkout by noon, and will be allotted a room after 3 pm. So we packed our bags and bell desk took our luggage. Our new room was 875 which was ready on time, and we called bell desk to get our luggage but over an hour later, the luggage wasn’t delivered so we went down to the bell desk and collected it ourselves from the front of the hotel. Additional challenges included difficulties in accessing room service due to ongoing TV maintenance in the new room (no access to any channels) and the inability to place breakfast orders the night before. These issues impacted our ability to enjoy the amenities offered during our stay. Despite these challenges, we found the dining experiences at Ciao and Zen to be noteworthy, with exceptional food compensating for occasional service delays. Initially, we didn't get a reservation at the steakhouse but a $20 tip helped secure a reservation. We appreciate the efforts of the concierge, particularly Valeria, who attentively listened to our concerns and extended offers for restaurant reservations and complimentary massages. Regrettably, scheduling constraints prevented us from availing the massage services. In reflecting on our stay, it appears that there may be staffing shortages and a focus on cost optimization. Training deficiencies in certain areas also became apparent. Considering the extent of our challenges, we believe that the hotel should have offered us a refund to some extent but we wrote emails twice and didn't even get an acknowledgement of the email. So, it's a decent property but getting rooms is luck of the draw!

The staff at HR Cancun were excellent. In particular, our butlers Jessy and Neto made our trip stress-free and absolutely fantastic! This was the first time that we didn't have to ask several times to get something done. Jessy's attention to detail is above par, arranging our day before we even asked for it. Exceptional! Also, the towel guys, Gabriel and Willy, in pool area were excellent. Everyday they greeted us with enthusiasm and always used our names and engaged in conversation about our day. Gabriel even knew our beach walking schedule and would say, see you in one hour. I felt secure, knowing he would send out a search crew, if we weren't back on schedule ??. They all made it a very enjoyable vacation. See you next year! I need to mention Doris in the Spa, was excellent too, her mani/pedi was the best ever!