TripAdvisor Traveler Rating

Everything in this hotel was amazing!! Pool, beach, room, food, butlers, check in, valet parking. Definitely coming back after renovations.

We spent a few days here in late June, Susy was the star of the show. She made us all feel very comfortable and we didn't need anything. She was very Professional and very quick to handle our needs. I know the resort is closing for a few months for a refresh, so you better keep Susy on staff. Also, Tacho at the pool is awesome he remembers us all the time and takes care of us. Thanks again Susy.

We only spent one day at Hard Rock Cancun, but we were lucky enough to have Susana as our butler, and she made the entire experience so easy and enjoyable. From the moment we arrived, she made sure everything was taken care of. She had chairs reserved for our family, made sure we had towels, umbrellas, and everything we needed to be comfortable throughout the day. She checked in on us regularly without ever being overbearing and genuinely wanted to make sure we were happy and enjoying ourselves. Everything was smooth from start to finish, which let us relax and make the most of our day. It’s the little things that really stand out, and Susana didn’t miss a thing. Thank you, Susana, for taking such great care of our family. You helped make our day at Hard Rock stress-free and memorable, and we truly appreciated your kindness and attention to detail. If you have the chance to have Susana as your butler, you’re in excellent hands!

We enjoyed our week at the Hard Rock overall, with the food across the board being excellent. However, we have a pretty significant complaint. We were 4 couples and all experienced the same thing: the drinks were watered down, or it was subpar alcohol, lower proof or something. All 8 of us realized this independently after a couple of days of drinking all day and remaining completely sober. When we pay for an all inclusive, we don't expect this, and none of us would stay there again. I was really surprised, because I though the Hard Rock had a better reputation than that. Very disappointing.

The resort was amazing with clean rooms and wonderful costumer service. The bartenders, pool staff, restaurant staff, room service, and concierge staff were all very helpful and accommodating. The people who work there were definitely the best part about our stay, making it such a fun and inviting experience! There were so many wonderful people who worked there, but some names that I remember are Jesus, Edwin, Willy, Fausto, Pedro, etc. We went with other adults as well as our 18 month old son. We were all accommodated by the hotel staff very well and it didn’t matter if you were a young child or an adult, they were willing to serve anyone. Some examples include Jesus with the concierge staff helping me surprise my husband with decorating our room for his 30th birthday, room service bringing warm milk for our son everyday, pool staff delivering drinks, food, towels, massages, etc and the waiters at the restaurant bringing extra chairs for my son to lay in when he fell asleep at dinner. They’re also remodeling the hotel in August 2026, so once that is done it will make the rooms and experience even better! Definitely recommend staying there!