Ratings based on 207 Verified Reviews

They paid and stayed. We double-checked.
4.1 out of 5
84% of guests recommend
4.4 Room cleanliness
4.3 Service & staff
4.2 Room comfort
4.2 Hotel condition
They paid and stayed.
We double-checked.
5 out of 5
Recommended
for Everyone
by A verified travellerfrom Philadelphia

"Cool" and "Hip"

Posted 21-May-2015
Pros: The beach.... The music.... The staff....
Cons: We were very pleased with the Hard Rock Hotel in Cancun and nothing in particular stood out as needing improvement...
Location: The location is great....The beach is beautiful and the service on the beach as well as the entire resort is exemplary...
We thoroughly enjoyed our stay at the Hard Rock Cancun.... We are two single 40 somethings and although most of the guests were either couples or families, the music and staff, as well as the amazing beach, made it a very relaxing escape.
Comment from Hotel Management
23-May-2015 by Cahdi B, Hotel Management
Hello, Thank you for your review, we apreciate reciving fedback from our rockers as we strive to provide the best service evere. Hope to welcome you soon Chadi Bou Said General Manager Hard Rock Hotel Cancun
4 out of 5
Recommended
for Everyone
by A verified travellerfrom b.

Felicitación al personal

Posted 04-May-2015
Mi reconocimiento al excelente servicio del personal del hotel, son muy amables y serviciales, especialmente a los señores Carlos Colli y Carlos gonzalez del restaurant Ciao que nos atendieron siempre con una gran sonrisa, buenas recomendaciones y disfrutando su trabajo, felicidades!!!
4 out of 5
Recommended
for Everyone
by A verified travellerfrom California

Nice hotel with beautiful views. Great pool!

Posted 03-May-2015
Pros: Mostly the location and friendly staff. Food was also good.
Cons: Service at the cocktail stations.
Met family from separate coasts at Hard Rock. Really enjoyed the property and all the accommodations. Service at bars, both lobby and pool very slow and not very friendly but all other service people were terrific.
Comment from Hotel Management
06-May-2015 by Chadi B, Hotel Management
Hello, Thank you so much for your comment, feedback from oour gusts is our best way to improve our service, I appreciate your comment, We hope to se you again. Chadi Bou Said General Manager Hard Rock Hotel Cancun
4 out of 5
by A verified travellerfrom new jersey

Nice hotel

Posted 29-Apr-2015
Well I was there in my honeymoon and I booked a king size bed end up whith a full size uncomfortable bed. And no one was able to accommodate me and my wife for five days. Came back home whith back pain since my and my wife are pretty big for us full-size bed
Comment from Hotel Management
01-May-2015 by Chadi B., Hotel Management
Hello Please, let me start off by apologizing for falling short of your expectations, I appreciate receiving feedback from our rockers. We strive to deliver true experiences that rock and I am sorry to read we did not impress you this time. Again thank you for the feedback and hope we can regain your preference in our resort and the brand we represent to welcome you once again soon. Chadi Bou Said General Manager Hard Rock Hotel Cancun
4 out of 5
Recommended
for Everyone
by A verified traveller

Nice hotel fun atmosphere but weird smell

Posted 29-Apr-2015
Really great atmosphere to have fun, the employees were really fun and happy, always upbeat and overall my favorite part about the hotel. The beach was amazing to relax and the pool was a great place to party and have a good time.One weird thing is the smell, there's a strange smell coming from the pool area that smelled like septic. Be aware that although you have "resort credits" you still have to pay 20 percent of the real price. And the spa and salon have very limited things included.
Comment from Hotel Management
30-Apr-2015 by Cahdi B., Hotel Management
Hello, Thank you for your coment, we are happy to know that you had a great sta and hopping to welcome you again soon. Chadi Bou Said General Manager Hard Rock Hotel Cancun
4 out of 5
Recommended
for Everyone
by A verified travellerfrom Midwest

Posted 24-Apr-2015
Pros: Everything!! Service by most staff members was perfect in every way! activities poolside, fun adventures easily signed up for, the food was excellent
Cons: Checkout staff were nice, very average service, but did not have that level of mindset as the experience we had with daytime staff
Location: Location is close to shopping, restaurants, activities...but why would I want to leave all this right at the hotel?
Arrived @ the entrance to the hotel where they immediately greeted us with a warm welcome, took our luggage, guided us inside to check in, gave each of my family members a tasty cold drink, and then Rafa changed my reservation of 2 rooms to the presidential suite enabling my family (5), to be together without the extra cost. He then, guided us to our room to make sure it was to our liking and told me to contact him for any need I might have. Our personal concierge called daily to make sure all our needs were being met! Could this be any closer to perfection? My only complaint is the spa did extra services for my girls, after I specifically told the front desk associate to do what the bride had requested because of a time crunch to make the wedding timetable - and getting other wedding party members finished on time, and then charged for it. I had already paid the bride for the full services of wedding hair/makeup, which is between us, then had to pay the salon again even though I told them to just wash/blowout girls hair, and have yet to find out if they charged the bride for the girls makeup apps. Wedding started late because of this. Much added stress that wasnt necessary...an otherwise perfect "10" weekend. Thanks so much to the Hard Rock Hotel Staff who went way out of their way to make us comfortable and happy. You're nothing short of awesome!!!
Comment from Hotel Management
27-Apr-2015 by Chadi B., Hotel Management
Hello Mary Thank you very much for your comments, it is so encouraging to hear you had a blast. Nothing rocks our world more than hearing that you enjoyed every moment of your vacation. The staff is the heart and soul of our resort and they work hard to make our dear rockers feel like diamonds! We can’t wait to welcome you again to provide you with the stupendous service that you already know. Chadi Bou said General Manager Hard Rock Hotel Cancun
3 out of 5
Recommended
for Everyone
by A verified travellerfrom Bahamas

Nice Beach, Beautiful Restaurants & Rock Star Vibe

Posted 22-Apr-2015
Pros: I loved the hotel décor, the beach , the Jacuzzi and liquor dispenser in room, the rock star vibe, the pool parties & restaurant options.
Cons: The customer service of the restaurant attendants. Also, the rooms are little cramped with the Jacuzzi, but maybe I should just book a larger room.
Location: It was a short ride to Coco Bongo, the Cancun sign and other local attractions from what I remember.
As the brand implies, this hotel is definitely one that will bring forth the “rock star” in you. It is deserving of the high ratings but I had a most horrible experience on my birthday night that left a bad taste in my mouth! At the outset, I must say that I loved the hotel décor which provided a “rock star” vibe, the view of the beach from the room’s balcony which was simply breathtaking and the ambiance of the restaurants which were all very different and classy in their own way. I would also recommend the hotel to persons looking to party and have a fun time. There were constant activities around the pool area and you are able to book professional photo shoots with the hotel and external activities at the local clubbing venues such as Coco Bongo. The liquor dispenser and jacuzzi in room were also a “nice touch” although the jacuzzi made things a little more “cramped” than desired. The staff was polite and pleasant save for one employee at the CIAO RESTAURANT who ruined the entire trip for me. As this was my birthday trip, I made reservations in advance of my stay to dine at certain restaurants on different nights. On my birthday, my friends and I were scheduled to dine at CIAO. We admittedly ran a little late and were refused entry to the restaurant by the attendant employee, who was very rude, unaccommodating and abrupt in that she could care less about the fact that it was my birthday. I immediately reported her but it did not help because we were told that th
Comment from Hotel Management
24-Apr-2015 by Chadi B., Hotel Management
Hello Thank you for sharing your comments about your experience at our resort. I appreciate your feedback as it through the communication from our guests that we continue betting better. It is reassuring to learn that you found our resort awesome and felt the rock star service from our staff and despite any little inconvenience you had a great time; again thank you for your feedback, I will make sure our Food & beverages manager make the necessary adjustments to ensure the satisfaction of our valued rockers. I look forward to see you soon again. Chadi Bou Said General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified travellerfrom Sydney

The Staff are Just as Amazing as the Resort!

Posted 22-Apr-2015
Pros: The well maintained,well run,easygoing vibe,so inclusive to all age groups,helpfulness(we had to ask a LOT of questions as we're from so far away!)
Cons: nothing!
Location: Perfectly central to the tours and sights we visited,easy public transport access,
Having travelled 20 hours to be here,I have only one regret-that we couldn't stay longer! The staff are amazing,friendly,proficient,well organised,helpful,and yet so easygoing and relaxed!They take pride in their resort, and it's reflected in the upkeep of the place, the shows and events they put on,the food,everything! From the lovely reception staff(who assured me we'd be looked after like their kids-and we were!) even before our arrival ,during the booking process, to the waitstaff,room staff,Charly the vacation planner(good luck with the new baby!),barstaff,the lovely ladies who did our Couples Massage(a must do!),the chefs,everybody!Such great value too Can't think of a single thing I was disappointed with. 10/10 would recommend!Love from Australia!
Comment from Hotel Management
24-Apr-2015 by Chadi B., Hotel Management
Hello Thanks you for the short & sweet review. It’s encouraging to hear you had an amazing experience at our resort. Thanks again for the feedback and we all can’t wait to welcome you back! Chadi Bou Said General Manager Hard Rock Hotel Cancun
4 out of 5
Recommended
for Everyone
by A verified travellerfrom a

Had a great time! Endless food and drink!

Posted 20-Apr-2015
Had a great time and highly recommend it! Excellent place for kids as our daughter who is 3 absolutely loved it! The kids club, the swimming and the shows!
Comment from Hotel Management
22-Apr-2015 by Chadi B., Hotel Management
Hello, Thank you so much for your highly recomendations, We are thrilled to hear that you and your family had a a wonderful stay, we hope to welcome you again soon. Chadi Bou Said General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified travellerfrom Florida

Hard Rock CANCUN ......... ROCKS !

Posted 18-Apr-2015
Pros: The staff, food and how they treat you are amazing ! Clean & Relaxing with Excitement Around Every Corner.
Cons: Place needs to have Hot Tubs Outside and activities for early risers.
Location: Hmnnnnnn............. Stay Away From The OPEL Market in CANCUN they sell BOGUS JEWELERY & are well the ones that Prey Upon Tourists !
There was a mistake at the start of the vacation. Once there they had our rooms apart and not as requested. Guillermo was fast acting and FRED the assistant to CHADI the GM were amazing. Treated us with the utmost respect and handled the situation with kit gloves. We enjoyed our stay and would go back there without any regrets !
Comment from Hotel Management
21-Apr-2015 by Chadi B., Hotel Management
Hello, Thank you for your commenta and for mentioning the staff that rock your stay, we hope to welcome you again soon.