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 14250 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:

    NOT WORTH THE MONEY

    Reviewed by tj r() on Aug 03, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Please read before booking! I am here as I write this review. I am 3 days into my 8 night stay. I have stayed at 8 different all inclusive resorts in the Cancun area RIU hotels, Sunset Royal, Paradisus & several others. I understand that things are different during COVID. With that being said Hardrock is not 4 or 5 stars. On a very good day it is 3 at best. I think if you saw a 5 star review it is coming from a person that doesn’t have previous experience at a all inclusive in the Cancun area. The service is OK. Definitely hit or miss, 2 out of 6 meals I have waited over 45 minutes for food. At Breakfast this morning I received my food and they forgot my wife’s order. After asking the waiter and then waiting another 25minutes we left the Market restaurant and went to Ipanema restaurant then the service was ok. I can honestly say I tip everyone extremely well. The food is average to good. The rooms are dated and need of renovation soon. The beach is very clean and well kept. Entertainment and night is ok this has been adjusted since COVID. Every hotel has their positives and negatives. Overall Hardrock is Very average at best. If you are you looking for the best value and service It is really tough to base it off of trip advisors rankings. The best value and high class service I have seen would be at the RIU hotel chain. 1st class effort from everyone in the hotel. Their pricing is also much better than Hardrock by 20%. When I booked a trip Research the rankings and reviews. I’m not sure why Hardrock is ranked so high?

    I am currently at the hotel and it is worse than imagined

    Reviewed by perla1203(Jacksonville, Florida) on Aug 02, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I am currently at the hotel and my whole vacation has been ruined. The checking process worse than any other before, beyond words. Customer service is terrible. The guys from the reception Diego, Mario and "Selena" they simple don't know what working for an all inclusive hotel means. I bought this hotel based on tripadvisors opinions but once you know what a good hotel is this can't be called a five star hotel and one of the best hotels in town. So please, if you are looking for comfort, relax and a stress free holiday, this is NOT your place. I wanna make sure everyone knows including Costco travel. I think hard rock needs to make sure when hiring staff that they are well trained because honestly, these people here, they don't know what they are doing. Putting sanitized stickers on rooms doesn’t mean room has been actually sanitized. Mine has a deep cigarette smell and nothing they have done to fix it is working . They brought me this machine which is good for nothing after mentioning more than 3 times about my allergies.

    Wonder Family Vacation

    Reviewed by MelissaS872(Bay City, Michigan) on Aug 01, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Although many people are complaining about trivial matters, they are performing at least a 9 of 10. We are in day seven of eight, have eaten at every restaurant, drank at every bar, and had daily room service; NO issues. We are also members of Palace Premier, so we know what five star is all about. We’ve been coming here for 10 years, and will again. Yes, they are short staffed, but the employees bust their butts to give excellent service. Yes, the kids’ club is shut down, but a couple of the entertainment girls made bracelets and played games with our children. We are grateful that HR is open and doing their best despite setbacks from COVID. If there are any issues they will remedy them. If people don’t say anything, they can’t be addressed. Any small things we needed tending to, they immediately took care of; so SPEAK UP if you need something and they will take care of it. In addition, our seven-year-old daughter was jumping on the bed in our room, and fell off, bumping her face against the marble wall. She was bleeding and nearly had a broken nose. Well, let me tell you, the hotel staff took care of our daughter as if she were theirs. I can not tell you how much that meant to our family! They were quick, professional, and called to check up on her. To me, that trumps any trivial wait, or any hiccups others have made complaints about in the past days (reviews). On a side note: the spa and salon are both wonderful! Take advantage of a deep tissue massage and a mani/pedi! You can use your resort credits on most (not all) services. You pay 25% so that makes a difference. I would like to say that the entire entertainment staff is genuinely sweet and fun. Major shows were unavailable due to COVID. The beach is beautiful and the seaweed that comes in the summer season moves with the tide so there are times when it’s not very noticeable. If you bring small kids save yourself $20 and bring a small pool float with you. They have a beautiful stocked store, but everything is more expensive than the States by far-not a complaint but a suggestion. So, in conclusion, do NOT listen to all the negativity that many reviewers have been spewing. We are sitting in our room as I type this enjoying delicious room service at noon on Saturday, taking in the amazing view from our balcony from the last picture shown here. Life is good! Anyone who says differently about this place is loco!

    Excellent everything!

    Reviewed by I5357LNstevet() on Jul 31, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I was in this hotel from July 21st 2010 for 5 days to celebrate my sister’s wedding. I can’t be happier Of the service me and my family received from everyone in the hotel! I can’t remember all the names but definitely I can’t forget EMMANUEL (Bruno Mars) from the Asian restaurant! Omg this guy made our stay so much happier and comfortable! The food was extremely good!! Seafood was awesome! Sushi was amazing! Etc etc we really enjoyed our stay!

    Stay elsewhere ....

    Reviewed by royallyunique(Texas) on Jul 30, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    The only reason I gave it 2 stars is because the staff really is wonderful and they go above and beyond to make sure our issues are resolved. But the issues are endless for us. The hotel is old and needs a lot of love. The rooms are beat up and great for teenage spring breakers. It is covid season and I realize not everything is open and restaurants are not fully functional and nothing is available for the kids, but for the price you can get a wonderful experience elsewhere. Our room has had a broken sink for 6 days. The other sink doesn’t drain. (See pics) The jacuzzi has issues. I have to replace my room key every day as it stops working (the key card is not kept close to my phone). I have traveled a lot, and stayed in many hotels in and around Cancun and Cozumel. I haven’t ever had food this sub par. Again , I keep chalking everything up to it being a pandemic and stuff just isn’t right. My review is strictly towards the hotel and not the staff who is only doing the best they can. Spend your money on another hotel, there are fabulous ones in Cancun. This was my first and last Hard Rock experience.