TripAdvisor Traveler Rating

We decided on a somewhat last minute holiday trip and have stayed at two other Hard Rock resorts and wanted to give this location a try. With it being in Cancun, it was smaller than the others we’d been to but still held up to the Hard Rock brand. One day was really rainy so when everyone was inside, it got a little crowded, but otherwise the size of the resort wasn’t an issue. The rooms were nice and we enjoyed the quality of the restaurants we have gotten familiar with from other locations. Ricardo was our hibachi chef the first night and put on a great show. We returned at the end of the trip for an early dinner and ended up being the only family there so we got a private dinner and show from Jose who was also wonderful. In the evenings, we liked to play games in the lobby bar and Angel took great care of us there. There were activities throughout the day that the kids enjoyed and they liked Dian and Uriel on the entertainment/activities team. Our kids are a little older so they weren’t keen on needing to be checked into and out of the kids’ club area but still went to play one day. It looked nice and like there were fun things to do, but might be geared more towards the younger kids. They liked the pool and being able to play in the waves at the beach. Saul at the pool was attentive in keeping drinks filled. I liked that the beach was a long stretch that you could walk for a while. On our departure day, our third-party transportation company was late and Mario, the bellhop, was able to advise of some other options so we wouldn’t miss our flight and helped us get a cab instead. I was very grateful that he was there to help because I didn’t realize how bad the traffic was that would have put us at the airport late had we waited. All the service was great and it was fun to be at the resort near Christmas to see the decorations and all the poinsettias.

Had a great time at the Hard Rock Cancun. The food and service were great. The Presidential suite was very nice. Susy and Jessy were our butlers. They both did an excellent job making sure everything was setup for our meals, pool and beach chairs and anything else we asked. Very friendly and responsive. We also received great service for breakfast at Toro. Wilma served us most days and she was wonderful. Great service and very enjoyable to visist with. We also had chairs in the Hall of Fame area of the pool. Which were very enjoyable. Our server, Irma, was wonderful, very responsive and very enjoyable to visit with. A great trip with relaxing days by the pool, with great service, great food and a very nice room.

Plenty of positives, however, these are completely overshadowed by the carnage of trying to get a sun lounger each day. It’s requires a 5 am alarm setting and then ‘securing’ your loungers for the day by having to sit there to avoid the staff giving them to other customers who offer them a financial incentive! Once the loungers are secured, the family has to organise a staggered breakfast trip as if we all go together, the loungers will be reallocated to someone else and our belongings removed. I’m sure holidays are meant to be relaxing but this is anything but. The fun does not stop there as after waiting 30 mins for a table for breakfast, you then wait 60 mins for an evening table at one of the restaurants. The hotels response to the lack of sun loungers is to take bribes to source a lounger in use by another person, whereas the obvious solution is to provide more sun loungers. The hotel is nice, albeit a little tired but the farce of sun lounger and delays in eating spoils it completely. I will not be returning with my family.

As members of Legendary, we have traveled to many of the Hard Rock Resorts. This was our first of many more trips to come to the Hard Rock in Cancún, Mexico. We had a truly fantastic time, even with a few days of windy and “cold” (68F) weather. The highlights of our trip were the ocean and everyone we encountered at the resort. The entire staff was exceptional. They were friendly, professional, helpful, and gracious! If for no other reason, the ocean and the staff are enough to entice us to return, but there are many more reasons! Starting with the pool…the food was delicious. We especially enjoyed the brick oven pizza daily and the variety of freshly prepared offerings on different days such as tacos, wings, paella and tasty drinks. We have to acknowledge the exceptional pool side service we received from Fausto, Angel, Irma, Javi and Luis! We also have to give a big shout out to Li the best bartender at the pool. He makes a fabulous “mini beer.” Thanks to all of them our stay was extra special. We had the pleasure of meeting two of the all time best butlers, Hector and Irving…an amazing team! They truly care about providing an exceptional experience for their guests. Individually, they are two of the most professional yet warm and friendly people we have had the pleasure to encounter during our travels. I honestly can’t say enough on their behalf…They went way beyond any expectation a person could have. We look forward to seeing them upon our return!! We have to mention the following people who also went above and beyond to make our stay so amazing: Angel, Oscar and Jonas who took care of everyone at the beach. Mario, the most helpful and friendly bell boy. Mitzi, the concierge, was so friendly and went out of her way to assist us. Luis, another excellent butler, who filled in and assisted for a couple of days. Iran, the wonderful Sommelier, who we saw nightly and Fernando our terrific waiter at Toro. Also, two awesome massage therapists, Liz and Ilya. We highly recommend them! We were treated to a private dinner which was so delicious and we have to give a big thank you to Wilbur the fabulous chef along with servers Trinidad & Felipe and Michelle the coordinator for room service who orchestrated the amazing dinner. They are an amazing team! Overall, we had an exceptionally wonderful trip to the Hard Rock Cancún and are looking forward to our return next February!!

We recently stayed for five nights, and overall I would rate the resort a B-. Like most resorts, there were both positives and areas that could use improvement. The beach was absolutely beautiful, and the nightly shows were very enjoyable; definitely highlights of our stay. The live singers were SO good and the African show are a must. Our main disappointment was the food. It was just okay, After staying at Palace Resorts, the difference in quality and flavor was noticeable. Many dishes lacked taste and even the desserts were average at best. The best food was the hibachi. Skip the Italian. Long wait times for just ok food. Customer service was another area that needs attention. While there were a few standout individuals, many staff members seemed disengaged and lacked warmth.and energy. The check-in experience, in particular, was not welcoming. One staff member named Melisa was especially rude and unprofessional. Despite an issue with my daughter's reservation that was clearly the hotel’s fault, there was no acknowledgment or apology. She was not nice at all. As Chairman-level guests, we expected a higher standard of service, which made this even more disappointing. The hotel management needs to rethink having her as one of the first faces that the guests see. This encounter alone made me not want to buy the membership. It was humiliating. That said, we did have some wonderful interactions. Marisol at breakfast in Ciao was truly memorable. She is warm, attentive, and genuine. Look for her when you go! We also really appreciated Susana (“Susie”) from the butler team. She is amazing. Genuine, energetic, "pilas puestas." They represent the level of service the resort should strive for across the board. Overall, our stay was not bad, but there are clear opportunities for improvement that could make a big difference.