Hard Rock Hotel Cancun reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 4.5
  • Location 4.5
  • Rooms 4.5
  • Service 4.5
  • Value 4.5

18501 TripAdvisor reviews

TripAdvisor users rated this property 5 out of 5

Friends and Family fun at Hard Rock Cancun

Dorothy H on Sep 13, 2023

From the minute we arrived we were catered to and assisted with checking in and settling into the hotel. Customer Service was great and our butlers Hector, Alexis and Jesus added the cherry to the top of the wonderful vacation experience. The food was sooo good from breakfast, lunch and especially dinners. Everything was delicious. We took advantage of the 24 hour room service and everything arrived promptly and the staff was always friendly. Each night there was a show ( MJ, acrobatics, circus acts, Rock Bands) and music or entertainment in the Smash Bar. The beach was amazing and the pools weer aplenty. There was even a Childrens area which my nieces and nephews enjoyed. Excursion and spa treatments were fun and relaxing. Thank you Hard Rock Cancun for the fun and the sun, we will definitely be back and special thanks to Hector, Alexis and Jesus for taking such good care of us, you made our trip soooo special.

TripAdvisor users rated this property 3 out of 5

I expected more

Jonathan G on Sep 12, 2023

From the moment we checked in, I noticed how outdated it was. you see paint chips hanging from the walls and ceilings, AC at its coldest was at 65. Compared to other Hard Rocks I had stayed this one is the worst. The restaurant selection was ok. Zen in my opinion was the best of the three. My wife got sick from the cheap alcohol and I ran into two other couples that weren't happy with the alcohol selection. I gave it a three for a reason. The staff was friendly and very professionals. We really enjoyed the guacamole and ceviche classes with chef Muñeco, Adrian, Mosquito and the other dude from Queens. The bar next to Isla was really going for us. I hope you guys choose to do more evening activities for the guests outside by the bar, come on you're in front of the ocean with a cool breeze. Guests need to enjoy that. As a Legendary Vacation Club member I expected a lot more. Nothing from I saw on video or pics online. The place was small and the staff kinda knew already. My wife liked that. Im glad we didn't bring our daughter, there's water park for kids that I didn't realized it was there till the day we left. I was kinda isolated on another side of the resort that looked it was only being used for private events.

TripAdvisor users rated this property 2 out of 5

Stay away from this hotel

Diana A (New York City, New York) on Sep 12, 2023

This hotel by far is the worse. They don’t even come close to a 5 star hotel. The staff don’t care about their guess. They are rude, lazy and unprofessional. They won’t go out of their way to help. You have to pay $20 if you do not return your towels, but they don’t tell you that their employees will go around and move your seat from the pool to give it to another guess. When you come back to your seats all your belongings are on the floor or on the side. The front desk won’t answer the phone when you call. We had an incident at the hotel with an electrical fire and staff never went and checked on any of the guess. At least on our floor. Our doors to the hallways were locked and we could not get out because everything was off. We had no phones, light, nothing everything was pitch black because they don’t have emergency lights in the hallways. HR at corporate head quarters and Cancun customer care team are ALL a joke. They will never get back to you if you call them. This was the WORSE hotel I have ever stayed. The food was not all that and the drinks by the pool are water down drinks. Stay away!

TripAdvisor users rated this property 5 out of 5

A fantastic Cancun Vacation at Hard Rock!

Alexandrar899 (New York City, New York) on Sep 10, 2023

A Fantastic Cancun Vacation! My husband and I, as well as my in-laws, took a couple's trip to Hard Rock Cancun. My husband and I are also Hall of Fame members and wanted to check this one out. We booked with Cesar Hugo Lopez,(Another Hard Rock Legendary superstar!) . Previously, we stayed at HR Punta Cana and Rivera Maya. We've always had a great time on trips, and this one was no exception. We had Alexis and Hector as our Mayor Domos, and words cannot explain how professional, courteous, and welcoming these gentlemen were. Their attention to detail was exceptional; they decorated our room for both my husband's and my brother-in-law's birthdays. They organized a birthday meal on the beach with a lovely sand inscription that we will remember for the rest of our lives!!! They are, without a doubt, two of the greatest staff member at HR Cancun! We had Rock Royalty Rooms (3rd Fl) right in front of the HOF Members pool, which were ideal. The bathrooms were smaller than in Hard Rock Punta Cana and Maya Riviera but they have a double sink in front of the bathroom, as well as plenty of mirror and dressing area which helped. Throughout the day, Alexis (AM) and Hector (PM) made certain that we had the HOF Isla section at the pool, and we couldn't have been happier. Every morning, I received a pleasant text message from them telling me that everything was in order. The pool and at the beach, the service was excellent, and we never had to hunt for anyone. Vanessa and Margarita, the waitresses, were extremely kind and polite; Macho, who looked after the umbrellas and towels, was usually nearby and very attentive. The music was fantastic, and the pool is enormous, stretching from end to the other end and featuring infinity and swim-up pools. The ocean views from the pool are breathtaking! Overall, we liked the layout of the complex very much because everything was strategically located and we didn't have to rush to go anywhere. We had delicious food at Toro, Zen (have the Tomahawk steak!) and Frieda's (for breakfast). There is always live entertainment in the evening, and everyone has a great time sitting at tables, the lounge, or the enormous wrap-around bar. Every night about 10 p.m., there is a live DJ, musicians and karaoke. We also went to the spa for couple’s massages, which were wonderful. They didn't have hydrotherapy like in Punta Cana, but the massages more than compensated. My in-laws inquired about membership while we were there and were greeted warmly by Eva and Jorge from the famous crew. If you're in Hard Rock Cancun and looking for a good deal to become a member or upgrade, I definitely recommend you ask for Eva and Jorge. The fourth night we visited, Jolly Rogers pirate show---a must experience and then went to Cancun's downtown hoteleria strip and had a great time. We are from New York, so it reminded us of Times Square or the strip in Las Vegas. "Albolengo," a bar lounge with excellent service, is a must-visit if you want to soak in the downtown vibe. Overall, we are very proud and satisfied with our Legendary HOF Membership as a result of Hard Rocks’ excellent care and employees.. Let's face it, that's what makes travel so memorable: being treated with outstanding warmth and friendliness, which HD Cancun and staff seemed to excelled at. As a result, we are delighted and thrilled to be a part of the Hard Rock Legendary family. A warm thank you, again to Alexis and Hector! I'll see you soon!

TripAdvisor users rated this property 5 out of 5

Hall of Fame members

Tasnim P (Belvedere, United Kingdom) on Sep 10, 2023

The service our butler’s Jessy and Jesus gave us was amazing they made our stay one of the best holidays ever.. they are an asset to the Hardrock hotel Cancun and the Legendary team … I would definitely be visiting again x

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