Hard Rock Hotel Cancun

4.5 star rating

This hotel is rated between 4 and 5 stars. 4 star - Quality accommodation with a variety of facilities and services. 5 star - Exceptional accommodation with superior facilities and services.

    What to expect (based on 13438 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Great vacation!!!!

    Reviewed by Joutten76() on Aug 23, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My girls and I had one of the most amazing vacation at the Hard rock! My check in with Galo was super easy and fast! He was so kind and happy, which always makes the start of a vacation super exciting. My girls are super picky eaters so we ate at the Market everyday and had the best wait staff ever! Our favorite waiters were Hector and Alex, they were so kind and friendly to me and my children. We will definitely be back next summer.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Service

    Service-5

    good quality guitar sent to room

    Reviewed by freyaflys(Laguna Beach, California) on Aug 22, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    The best thing about this hotel is that the 'rock' angle is not pure gimmick. The night shows are good for an all-inclusive but still a bit cruise loungey, not overly special, but the music lab does have real opportunities to make music and I was impressed with that. Check the times before you go because the program is in demand. I ordered a guitar to my room and it was in excellent condition and I had lots of fun with it. As for the rest of the hotel, keep in mind when reading I had to stay here for work and I'm more of an eco-hotel type of person.The building is imposing and doesn't blend with the landscape at all, it has a sterile, box-construction feel. The food is good for an all-inclusive and service is excellent especially given how cringey and demanding some of the guests are- all sunburned, drunk and yelling about thread counts or pool chairs. The workers here have miles of patience, I never saw one lose a smile. It's a little sad that a year ago, when writing a review like this, I would have encouraged people to go off-resort to see local life, but these days it's best to stay inside the safety of the hotel bubble.

    You can't make this stuff up

    Reviewed by knowmybusiness() on Aug 21, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Planned for our July trip in March. Traveling with a medical fragile person, five children and nine adults (family) - reservations through our Palace Premier / Legendary agent with all the necessary requests to have this special vacation happen Arrive at HRH to find they knew nothing of our numerous emails and calls for rooms to be close due to family needing assistance, stated Palace Premier is a sister property and they would do what they could to accommodate our needs. One presidential and seven rooms - you would think they would make every effort to accommodate us. Nope. After waiting two hours, they say this is what we can do and we can move a couple of rooms on Wed - (we arrived on Sat) then when checking on Wed - no one seemed to know anything about this. Maddening. Rooms on 8th 7th and 12th kids on each floor. Were told we could go to Isla Majures Palace by the Concierge, boat ride over and no can do. We were informed there that could not go to any other Palace resort if we were at HRH. Had No Idea Spa treatment were all messed up, wrong room numbers used, did not change names of the ppl in each room... tried to show them that the room # and the name did not match, it was not even a person who was part of our group. Dinner reservation were made days in advance at one desk, and we got dinner to be told we don't have reservations - the little things just added up. Trying to do anything with HRH was a nightmare. When we shared our concerns about everything from day one - and every day ... we were told there were no Palace Premier customer serivice people to talk too and we would have to call Miami. Seriously a cluster and disappointment. Now five weeks later we are still getting the royal runaround from Palace stating it's Hard Rocks faults and Hard Rocks stating it's all Palace issues because the reservations were made through them. No one will try to offer any sort of restitution or compensation. NO apology for the numerous issues we encountered. Just one thing after another, no towels in room, daily calls to request beverage refill, no bar in room, - never mentioned until after check in and then only two single serving bottles per person per room per day. Now we hear that there was a butler with the Presidential and had no idea during our stay. So many emails sent from HRH and finally a call from Palace to say they are not able to do anything to make any of this right or a discounted return week as no one will even say they forgot the birthday banner, or they forgot the anniversary wine and choc - it was a disappointing show and I am not a happy member... actually sad and very disappointed. I really don't feel much like a member of the Palace Resort family.

    Individual ratings:

    Rooms

    Rooms-4

    Service

    Service-2

    Value

    Value-1

    Excellent hotel

    Reviewed by KerriJKT() on Aug 21, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Spent 14 nights in this hotel, with my family. Excellent holiday from start to finish. Our absolute favourite restaurant to eat was Zen. We had breakfast here every morning. We were welcomed every morning by Paola & Velvet, the hostess who were fantastic ??. Our waitress every morning was the lovely Gray, she couldn’t do enough for us, she went above & beyond to serve us. 5 star service every morning from her????. Guadalupe made pancakes that were absolutely outstanding ???? Nothing was a problem to her, she did anything the kids asked. What a talent she has. The day we left they surprised us with a beautiful pancake to say farewell. Such kind lovely people. Which made our holiday even more enjoyable ?? one extremely happy family .

    Hard Rock Cancun

    Reviewed by Matthew D() on Aug 20, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    First time at HR Cancun and actually liked it better than HRRM. Staff is so much nicer and was willing to do anything to make you have fun & be comfortable. The chair wars we saw and unfortunately had to deal with kinda is lame, but there will always be those people who are rude and don’t care. We are Legendary Members, and I’ll just say that they have some explaining to do.... you make you own decision on joining. Had a blast & will definitely be back for more fun - made tons of new friends and family while there!

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