Ratings based on 87 Verified Reviews

They paid and stayed. We double-checked.
4.0 out of 5
74% of guests recommend
4.4 Room cleanliness
4.2 Service & staff
4.1 Room comfort
4.2 Hotel condition
They paid and stayed.
We double-checked.
4 out of 5
Recommended
for Everyone
by A verified traveller from GB

Hotel with personality and exceptional service

Posted 15-Oct-2014
The staff at the HR Cancun provide exceptional level of service, the hotel itself is clean, modern and a homage to music. The only slight let down is some of the on site food places were not great, but the Chinese and the poolside pizzeria were delicious!
3 out of 5
by A verified traveller from chatt. tn.

Harsassed by front desk and hotel sercurity!

Posted 12-Oct-2014
Due to a reservation mistake and me calling once I noticed to try to fix the age mistake of one guest and ask about another that would be turning 18 day after we arrive. Was told nothing could be done till check I was told no big deal can be fix at check in. Spent 8 hours after check in to only explain story 10 times, to nothing coming from it. To every day being harassed by sercerity and front desk pulling us from pool, accusing the of age girl to be drinking but not having the right armband (if they had taken her drink they would had found no alcohol to be in it) cause they wanted another $1,700. to get adult armbands for two guest one 18 the other to turn 18 on second day of vacation this was a four night vacation. This harassment went on all the way to last day, even them taking arm band away and wanting to charge $75.00 cause they said we lost it! Hole trip was me trying to explain what happen and trying to correct it. So much to this story but my advice is if you go REMEMBER you must always be attached to these stupid armbands! Even if you get a massage or go off property!! Armband hell! Front desk hell!!
5 out of 5
Recommended
for Everyone
by A verified traveller from NC

Trip for daughter's wedding

Posted 07-Oct-2014
Pros: Newness
Cons: NEED A CLUB or somewhere to have a nightlife. Other than the show that the hotel had nightly there was nothing else to really do onsite.
Location: Cancun
Everything was great except that the room smelled like mildew.
3 out of 5
by A verified traveller from Arkansas

A great party on the beach

Posted 21-Aug-2014
Food and drinks were awesome, BUT the vacation sales staff will wake you every morning by 8 a.m. by bringing large groups down the hallways trying to sell their vacation club. Very loud and not welcome in my opinion.
Comment from Hotel Management
30-Aug-2014 by Juan Rivera, Hotel Management
Esteemed Matt, On behalf of Hard Rock Hotel Cancun, please accept our apologies for the any inconvenience you went through. Your comments are much appreciated as we will definitely follow up on them in order to improve the areas of opportunity mentioned as well as congratulating our staff for making your experience memorable. We would like to have you back soon and change your opinion of our resort, we want to see your satisfaction reflected to its maximum and we would like to have the opportunity to show you that the Hard Rock Experience can only get better. Sincerely, Juan Rivera General Manager Hard Rock Hotel Riviera Maya
5 out of 5
Recommended
for Everyone
by A verified traveller from Westport. CT

Great hotel with good food and entertainment .

Posted 18-Aug-2014
Overall, I had a great time at this hotel. The shows were very nice and entertaining. The music and dancing at the club at night were so much fun. I met some great people and friends. The pool was perfect temp and they had great activities. The pool also had a great view. I loved everything about it. I had a fantastic time.
Comment from Hotel Management
30-Aug-2014 by Juan Rivera, Hotel Management
Dear Gabby, Thank you very much for your comments, it is gratifying to see that our efforts are appreciated and we will keep working in order to maintain our high standards and serve to all of our Rock Stars with the same enthusiasm our epic service reflects. We would like to have you back soon and create another great experience together. Sincerely, Juan Rivera General Manager Hard Rock Hotel Riviera Maya
1 out of 5
by A verified traveller from michigan

Nice hotel worst accommodations

Posted 11-Aug-2014
Pros: Great views and we had a great room on the third level that opens up to a floor with a bar and two more pools, we spent more time there
Cons: The areas where kids can be and not be- like the pull up bars in the pool and no kids near the lounge bar after a certain time.
Location: The location is perfect. Safe and the malls are walking distance and restaurant are close by too
We got to the hotel and checked in, it took forever to get our room so they upgraded us. Over all what we experienced was not what we expected. The hotel was filled with teenagers along with family with little children. Didn't mind that until the pool was filled with little kids by the pull up bars in the pool which left us nowhere to sit and relax for a drink. The after hours in the lobby where there's a bar in the center was packed with under aged kids and children crying from being up at a late hour. Couples and singles I do not recommend this hotel, it caterers to family's with small children. There was no adult areas to enjoy. And the food could of been better but I think they catered to the family's needs of quantity instead of quality! And good luck getting a table at the steak resturant, get there early like at 5 or your out of luck for the evening.
Comment from Hotel Management
30-Aug-2014 by Juan Rivera, Hotel Management
Esteemed world traveler, Thank you for bringing your dissatisfactions to our attention. Our Rock Stars feedback is much appreciated. On behalf of Hard Rock Hotel Cancun, please accept our sincere apologies for have fallen short to your expectations, we are driven by our guests satisfaction and we strive on a daily basis to reach with the epic service that sets us apart. We would gladly like to arrange our Rock Stars experience to the best to our abilities and create memorable experiences; therefore our staff is always available to address any inconveniences you may encounter during your stay. We invite you to come back and give us the opportunity to change your perception of our resort by delivering a VIP treatment our Rock Stars expect at our resort. Sincerely, Juan Rivera General Manager Hard Rock Hotel Cancun
3 out of 5
by A verified traveller

Descent

Posted 28-Jul-2014
Good drinks. Nice staff. But dirty pool. Dirty cups (they use the same cups and just rewash them!) it's pretty disgusting watching them rinse out a cup with water and dirty soap someone just drank out of and serve you a drink.
Comment from Hotel Management
30-Aug-2014 by Juan Rivera, Hotel Management
Esteemed ahc, Thank you for bringing your dissatisfactions to our attention. Our guests' feedback is much appreciated. On behalf of Hard Rock Hotel Cancun, we offer you our most sincere apologies for have fallen short to your expectations, your satisfaction is our priority and we strive on a daily basis to reach with the epic service that sets us apart. We would gladly like to arrange our Rock Stars experience to the best to our abilities and create memorable experiences; therefore our staff is always available to address any inconveniences you may encounter during your stay. We invite you to come back and give us the opportunity to change your perception of our resort by delivering a VIP treatment our Rock Stars expect at our resort. Sincerely, Juan Rivera General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveller

Loved Hard Rock Hotel!

Posted 22-Jul-2014
Cons: It's a bit noisy. You can hear people talking in the hallways in the early morning hours.
Location: Swim with dolphins is nearby. Aqua World for snorkeling and other water activities is walking distance. Outdoor mall is a 5 minute bus ride.
We had a great time at the Hard Rock. The staff was very friendly, food was pretty good but the best part was the beach and pool! The nightly shows were very entertaining! We would stay there again.
Comment from Hotel Management
30-Aug-2014 by Juan Rivera, Hotel Management
Dear Guest, Thank you very much for your comments, it is gratifying to see that our efforts are appreciated and we will keep working in order to maintain our high standards and serve to all of our Rock Stars with the same enthusiasm our epic service reflects. We would like to have you back soon and create another great experience together. Sincerely, Juan Rivera General Manager Hard Rock Hotel Cancun
2 out of 5
by A verified traveller from Tennessee

Posted 22-Jul-2014
Pros: It was on a beautiful beach and location was convenient to nearby shopping. The food that was served around the pool during the day was very good.
Cons: The staff needs a course in guest service and hospitality.
The room that we were given was very small, even though I paid for a deluxe oceanview room. The only view we has was of construction workers putting a tile roof on a restaurant. So the balcony was totally wasted as we could not even open the curtians with out being leered at. The elevator was also being used as a construction elevator and we rode up with a wheelbarrow full of wet cement and workers. We were women traveling alone and were not very comfortable in this situation. The one pool that was open was very crowded and you had to be out by 7:30 to even get a chair. There were on numerous occasions no pool towels for the guest. The room service never had bath towels or face cloths even after numerous calls. We waited in the Italian restaurant 35 inutes for a wine menu. All the bar staff were very friendly but the front desk clerks and supervisors were very rude as they could not be bothered by our problems or concerns.
Comment from Hotel Management
30-Aug-2014 by Juan Rivera, Hotel Management
Esteemed Guests, Thank you for bringing your dissatisfactions to our attention. Our Rock Stars feedback is much appreciated. On behalf of Hard Rock Hotel Cancun, please accept our sincere apologies for have fallen short to your expectations, we are driven by our guests satisfaction and we strive on a daily basis to reach with the epic service that sets us apart. We would gladly like to arrange our Rock Stars experience to the best to our abilities and create memorable experiences; therefore our staff is always available to address any inconveniences you may encounter during your stay. We invite you to come back and give us the opportunity to change your perception of our resort by delivering a VIP treatment our Rock Stars expect at our resort. Sincerely, Juan Rivera General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveller from New York

Beautiful resort with everything you desire

Posted 21-Jul-2014
Pros: The staff was super friendly and the resort was in excellent condition. The all-inclusive package makes you feel like a rockstar.
Location: The resort is on a prime-location in Cancun. You are literally on the beach, and only 10 minutes away from the downtown area.
This trip was my second vacation in Cancun and I must say i cannot find 1 thing to complain about. I stayed for 5 days and each day was absolutely amazing. From the initial start we were greeted right at the front door and talked to the staff to check in. Check-in was at 3pm and although we came a bit early, we were still given all the essentials (wrist bands, tickets, etc.) so we would not miss a beat in any activities or perks the hotel had to offer. From there each day got better and better. To start, the rooms are absolutely amazing when it comes to being taken care of. Very clean and always stocked. When they say all inclusive, they mean all inclusive. The room itself had a liquor dispenser with 4 different bottles of alcohol. There was also a fridge that had water, soft drinks and assorted refreshments. And if that wasn't enough, you can call room service at any time of the day and order what you desire. Outside of the room, you have a gigantic pool with TWO pool-side bars on each end. There is also a kids pool section in case you have children so they have fun in a safe section. In case you get hungry outside by the pool, you can visit the courtyard and they always had food cooking such as pizzas, burgers, hotdogs, tacos etc. And if that's not enough there were about 3-4 restaurants on the resort itself that you can visit to eat a full-course meal. This resort is a guaranteed good time.
Comment from Hotel Management
30-Aug-2014 by Juan Rivera, Hotel Management
Dear Sam, Your comments are much appreciated. It is gratifying to see that our efforts are appreciated and we will keep working in order to maintain our high standards and serve to all of our Rock Stars with the same enthusiasm our epic service reflects. We would like to have you back soon and create another great experience together. Sincerely, Juan Rivera General Manager Hard Rock Hotel Cancun