Hard Rock Hotel Cancun

We are just finishing our week long trip at the Hard Rock Cancun. Felt very safe, very clean Resort. Highlights: Tharvin and his staff at the pool. This guy understands customer service!! He makes you feel special and wanting to return, can’t say enough about how hard he works for the guests! Dinners were fantastic! However, this place needs more live music!! The one day with band at pool was awesome, wanted more of that!! Also a bummer that alcohol is served only from 11:00 am to 11:00 pm. Rockstars party 24-7!! Overall a fun time though!!

Please read before booking! I am here as I write this review. I am 3 days into my 8 night stay. I have stayed at 8 different all inclusive resorts in the Cancun area RIU hotels, Sunset Royal, Paradisus & several others. I understand that things are different during COVID. With that being said Hardrock is not 4 or 5 stars. On a very good day it is 3 at best. I think if you saw a 5 star review it is coming from a person that doesn’t have previous experience at a all inclusive in the Cancun area. The service is OK. Definitely hit or miss, 2 out of 6 meals I have waited over 45 minutes for food. At Breakfast this morning I received my food and they forgot my wife’s order. After asking the waiter and then waiting another 25minutes we left the Market restaurant and went to Ipanema restaurant then the service was ok. I can honestly say I tip everyone extremely well. The food is average to good. The rooms are dated and need of renovation soon. The beach is very clean and well kept. Entertainment and night is ok this has been adjusted since COVID. Every hotel has their positives and negatives. Overall Hardrock is Very average at best. If you are you looking for the best value and service It is really tough to base it off of trip advisors rankings. The best value and high class service I have seen would be at the RIU hotel chain. 1st class effort from everyone in the hotel. Their pricing is also much better than Hardrock by 20%. When I booked a trip Research the rankings and reviews. I’m not sure why Hardrock is ranked so high?

I am currently at the hotel and my whole vacation has been ruined. The checking process worse than any other before, beyond words. Customer service is terrible. The guys from the reception Diego, Mario and "Selena" they simple don't know what working for an all inclusive hotel means. I bought this hotel based on tripadvisors opinions but once you know what a good hotel is this can't be called a five star hotel and one of the best hotels in town. So please, if you are looking for comfort, relax and a stress free holiday, this is NOT your place. I wanna make sure everyone knows including Costco travel. I think hard rock needs to make sure when hiring staff that they are well trained because honestly, these people here, they don't know what they are doing. Putting sanitized stickers on rooms doesn’t mean room has been actually sanitized. Mine has a deep cigarette smell and nothing they have done to fix it is working . They brought me this machine which is good for nothing after mentioning more than 3 times about my allergies.

Although many people are complaining about trivial matters, they are performing at least a 9 of 10. We are in day seven of eight, have eaten at every restaurant, drank at every bar, and had daily room service; NO issues. We are also members of Palace Premier, so we know what five star is all about. We’ve been coming here for 10 years, and will again. Yes, they are short staffed, but the employees bust their butts to give excellent service. Yes, the kids’ club is shut down, but a couple of the entertainment girls made bracelets and played games with our children. We are grateful that HR is open and doing their best despite setbacks from COVID. If there are any issues they will remedy them. If people don’t say anything, they can’t be addressed. Any small things we needed tending to, they immediately took care of; so SPEAK UP if you need something and they will take care of it. In addition, our seven-year-old daughter was jumping on the bed in our room, and fell off, bumping her face against the marble wall. She was bleeding and nearly had a broken nose. Well, let me tell you, the hotel staff took care of our daughter as if she were theirs. I can not tell you how much that meant to our family! They were quick, professional, and called to check up on her. To me, that trumps any trivial wait, or any hiccups others have made complaints about in the past days (reviews). On a side note: the spa and salon are both wonderful! Take advantage of a deep tissue massage and a mani/pedi! You can use your resort credits on most (not all) services. You pay 25% so that makes a difference. I would like to say that the entire entertainment staff is genuinely sweet and fun. Major shows were unavailable due to COVID. The beach is beautiful and the seaweed that comes in the summer season moves with the tide so there are times when it’s not very noticeable. If you bring small kids save yourself $20 and bring a small pool float with you. They have a beautiful stocked store, but everything is more expensive than the States by far-not a complaint but a suggestion. So, in conclusion, do NOT listen to all the negativity that many reviewers have been spewing. We are sitting in our room as I type this enjoying delicious room service at noon on Saturday, taking in the amazing view from our balcony from the last picture shown here. Life is good! Anyone who says differently about this place is loco!

I was in this hotel from July 21st 2010 for 5 days to celebrate my sister’s wedding. I can’t be happier Of the service me and my family received from everyone in the hotel! I can’t remember all the names but definitely I can’t forget EMMANUEL (Bruno Mars) from the Asian restaurant! Omg this guy made our stay so much happier and comfortable! The food was extremely good!! Seafood was awesome! Sushi was amazing! Etc etc we really enjoyed our stay!