TripAdvisor Traveler Rating

Our butlers Nora and Josías made our stay amazing! They went above and beyond to make sure our stay was extra special, between planning and reserving things for us, special details for our anniversary, and keeping us informed of events. Also, Luis Caifones and Blanca Adele down at the Bali Beds on the beach were amazing and made sure we were very well taken care of. Hard Rock Cancun has so many hard working people that are proud of their country and employer. They take pride in their work and relationships with visitors. The food and drinks were delicious. The beach was clean and beautiful. The hotel and all restrooms were clean.

The hotel is very beautiful and clean and the workers there are very nice, especially the reception team. Mr. Mrgo, Mr. Sam, and Mr. Ona Muhammad. In particular, I want to thank Mr. Onsy William. He was very serious and helpful, and of course I will go next time to the same hotel. Thank you, Hard Rock Hotel.

The Hare Rock is a nice hotel but when you think of the Hard Rock you expect luxury & modern & unfortunately it lacked it. The hotel needs updating starting with their pools & speaking of pools they are not clean & hot water for such high temps is like disaster waiting to happen especially on the third level. On another note my aunt has the highest membership & its benefits were somewhat met & pretty nice. Starting with the butler service. Jessy is spectacular, hardworking & goes out of her way for you. My family could count on her whenever needed & she made sure we knew she was there for us. She is super sweet & friendly & someone we can now call a friend. Diego for being new is the sweetest. Is definitely being trained by the right person & he is going to do great. He was super attentive & always checked in on us. He is like a big teddy bear & we absolutely love the both of them & highly recommend them. You will be in good hands & with the best with them. Also can forget to mention the waiters in Frida which unfortunately did not get their names but they were great & friendly & chef know as Muñeco who treated us as VIP & whipped up an amazing lunch for us, so yummy!

Jesse was our concierge and was fantastic. She took care of all of our requests on a timely basis. I would be pleased to have her as our concierge/ butler again in the future. You would do well to request her and Diego as your butler and have her help you navigate the nuances of your vacation

I booked a room, paid a deposit, cancelled and rebooked because I wanted a different room setup. I booked within my cancellation without penalty window and have not received a response about my refund. It’s been over 4 weeks since I cancelled. Also the hotel is OLD!!! The food was okay and the rooms were meh. Who needs a giant 2 person jacuzzi 1 foot away from the bed? The kids area is so so. The main reason we chose this location was for the music experience. They only do the jam band on Thursdays, nothing on the weekends, and the recording studio session was for 30 minutes! What a waste. This experience has tainted my entire view of the Hard Rock brand. The only great thing about this place was how friendly the staff are.