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

19024 TripAdvisor reviews

TripAdvisor users rated this property 1 out of 5

Worst experience at Hard Rock Cancun

NorthStar48504870699 on Feb 24, 2024

Don’t believe in pictures. I was there to participate on an event and bring family with me. It was the worst experience that I had on an all inclusive hotel. pictures are nice, really terrible. Bad experience, besides alcohol food was poor on special lunch time. All days same hambúrguer and fries at pool area with not a good taste. There is not chairs available as people reserve block it from night before. You need to fight to get it. Rooms smell mold, jacuzzi inside of room was dirty and rusty. Guest made complain. Besides employees that were nice and try to do their best. High price for a bed experience in Cancun. I will not recommend it even to my enemy.

TripAdvisor users rated this property 5 out of 5

Rafael and Rorro- awesome butlers

lisasS6008OY (Henderson, Nevada) on Feb 22, 2024

Rafael and Rorro were fantastic butlers. Very attentive. We highly recommend working with them for an enjoyable vacation. From dinner reservations to reserving Bali beds and pool chairs and everything in between, they got it done. Thank you !

TripAdvisor users rated this property 5 out of 5

Hardrock Cancun is a great metropolitan hotel. Great beach and service around the pool meet all your needs.

Jeff C (Seattle, Washington) on Feb 21, 2024

It was a blast at this Hardrock. We didn't know what to expect. We had visited on day pass but our 5 night stay was great. Alexis and Gerkyl worked together to make us feel at home. Great service for a grumpy old man...lol. All the pool staff was excellent. Bar is hopping from 6.00 pm until the wee hours. Entertainment staff is a blast and concerts at night add to the show. Great stay.

TripAdvisor users rated this property 1 out of 5

Hard Rock Cancun Double Charged Me!

D5058UEjuliab on Feb 21, 2024

A month ago, I went to Hard Rock Cancun for my best friend’s bachelorette. I would like to start by saying the resort bartenders, entertainment, waiters were all incredible. However, we paid for airport transportation up front with our package they double charged me when I tried to check out. They said we owed 288$ and they would not cut off our wristbands (which cost like 100$ each if you don’t return) or help us with a taxi if we did not pay it, even though I was the first one to check out for an 8 am flight and multiple friends were still in the room sleeping, including the one who booked the room. Not knowing what to do since it was 5 am and I didn’t want to miss my flight and wanted help with transportation, I paid it. Later that day, when my friend checked out, we were told that we were right, it was a double charge, and it would be reimbursed to us. A month later and we have heard nothing. We have emailed, called, left messages and have gotten no where. I am extremely frustrated and upset at this experience. Shame on the Hard Rock for double charging us, saying they would reimburse, and never did. I am disgusted by this experience and will never stay at a Hard Rock chain again. You think they would go above and beyond to make sure to right their wrongs but they don’t care at all and I’m out 288$.

TripAdvisor users rated this property 5 out of 5

Fantastic breakfast at Caio in Cancun

Journey800857 on Feb 21, 2024

Caio restaurant’s breakfast was the start to a fantastic day. The servers Gio, Damian, and Wilma were professional, friendly, and made us feel special. We ate breakfast there every day with their recommendations in mind. Try the super green energy drink!

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