TripAdvisor Traveler Rating

Most amz hotel and the best Italian restaurant I have tried on AI hotel. The food and the service has been outstanding…..

This place is awful!? What's wrong with you people?? The whole resort smells old and moldy. Our rooms smelled worse and our water smelled like sewage!!? The service was horrible to deal with. They falsely advertised their "2 bedroom family suite" as 2 regular adjoining hotel rooms and charged a premium for it!? The food and drink are average to poor - I can't believe people here and on google give this place the ratings it gets. DO NOT STAY HERE WITH SO MANY BETTER OPTIONS!! IT'S A COMPLETE RIPOFF!!

The staff multiple times misunderstood us with questions we had, even though they were not complicated. The front desk should also have a key for the lost and found, as it was locked most of the time and only accessible by the concierge. Multiple times the front desk did not know about what the other staff was offering, whether it was a vacation package or a timeshare. There were vast differences between the drinks offered by the various bartenders. The food also varied wildly between restaurants, with much of it not being so good. Finally, the activities schedule printed was not what was actually carried out.

Great staff and location. Definitely lives up to the party reputation. Connecting rooms (1 & 2 bed) with kiddos. Food was great especially Toro and Ciao. Daily pool side grab & go. Amazing service. Wished there was more Rock music (it's in the name right).

My family and I spent a week at the Hard Rock Cancun. We had a large two bedroom suite for the six of us, overlooking the ocean and the swimming pools. While noisy at times, we were right near the action. All of the restaurants serve good food (although we didn't love the tepanyaki table), with enough choices for the pickiest of eaters. The atmosphere is like it is in all the Hard Rock hotels: bright, noisy, busy and with something happening around every corner. We only attended one evening show, likely the best one: the African inspired show which left most of us breathless. The service level is generally good. While I met very few of the staff, the few that do stand out deserve mention: Our waiter Manuel at Ciao, and all of the entertainment staff: Uriel, Jonathan, Christopher, Marco, Aylene, Jair and whoever else is on the team whose name I might have missed. This was very good with younger children, based on the size and amenities. Older kids and teens might find it a bit boring. I did see a Roxy Club for small kids but nothing for older ones. (We might well have missed it.) The location is perfect, on the Cancun hotel strip not far from the airport. The property is clean and well kept, although I understand that they are about to go through a renovation in the new year. Overall a very positive experience and one we hope to repeat.