Ratings based on 548 Verified Reviews

4.3 out of 5
84% of guests recommend
4.4 Room cleanliness
4.5 Service & staff
4.3 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
2 out of 5
by A verified traveller

Unfortunate Hard Rock Expierience

Posted 18-May-2017
Booked a trip as a gift for our daughters graduation and we were very disappointed. The room was a Deluxe Ocean View, and the view was great, but the room was very small for a family of four. We were offered an additional room, but only at a tour and if we were to purchase a membership package. The beach was ok, but on three out of the five days there was a lot of sea weed. Food was ok. The best bar service was inside by the pool tables. Love Cancun and we will be back, but will go back to Hyatt Ziva, which by far offered a better overall experience.
Comment from Hotel Management
25-May-2017 by Francisco García, Hotel Management
Dear kathy, First and foremost thank you very much for choosing Hard Rock Hotel Cancun, and for sharing your opinion about our hotel. I am disheartened to hear that you vacation at our hotel was not what you expected. We pride ourselves on providing exceptional, friendly and unparalleled service to all our valued guests and that’s why we deeply regret we have missed our mark in your case. Please once again accept my heartfelt apologies. We hope to have the opportunity to change your perception. Cordially, Francisco García General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Families
by A verified traveller from Long Island, NY

Nice all inclusive

Posted 14-Apr-2017
Pros: The hot tubs in the room was nice.
Cons: They should have explained their credit system to us upon checkin. We were not even aware our rooms had credit until after the first day.
Great friendly staff, especially in the restaurants. The food is very good for an all-inclusive, with a nice variety of options. The beach is very nice, and the pool is good, However I wish they had hot tubs available in the pool area, and that it would stay open past 8pm. The rooms were comfortable, however our terrace view room had a strange unpleasant smell. If on the terrace view side, try to get a floor higher than the 3rd floor, to get above the sound of the air conditioning units. Entertainment options were OK. The evening shows/events were good. We had kids aged 10, 12, 13, 14 and 15. If they would have spent any more than 3 days on the resort, they would have been extremely bored. Not that many activities to keep their interest during the day. Fortunately we had some excursions. Cabana service (extra) was excellent, and the spa was also great.
Comment from Hotel Management
13-May-2017 by Francisco Garcia, Hotel Management
Hello Phil, Thank you so much for sharing your experience at Hard Rock Hotel Cancun; I am positive that your comments will help future travelers by providing information regarding their expectations. Hope to see you back very soon at Hard Rock Hotel Cancun. Best regards,
4 out of 5
Recommended
for Everyone
by A verified traveller from Atlanta, GA

Hotel was fantastic, great location on beach

Posted 27-Mar-2017
Pros: Staff was wonderful. Everyone went out of their way to make sure we were taken care of.
Cons: The food at Frida left a lot to be desired. Not good.
Location: Great location. Bus stop right outside hotel makes going to town very convenient.
My husband and I went for 5 days during college spring break. While I was a bit anxious about the timing it turned out to be an incredible experience. The staff was so accommodating and nice. The activities at the pool were non-stop but if you wanted a quieter area there were options. There was always food around the pool. Some good, some not so good. The restaurants were about what you would expect for an all-inclusive. Zen and Ciao were our favorites. There is a bus stop right outside the hotel if you decide to venture into town. Bus ride is $1 per person. While gratuities are included we always tipped a little and the staff were so appreciative. We will definitely be going back. Spring break was never so much fun. Best vacation ever!!!!
Comment from Hotel Management
27-Mar-2017 by Francisco García, Hotel Management
Dear RD, Wow! Thank you very much for letting us know the details of your recent experience, we are thrilled to see that during your stay there were many thing you and your husband enjoyed like the passionate service from our staff, the non-stop activities, the food from Zen and Ciao and the location of our resort. We will share your feedback about Frida with our Chef and Food & Beverages Manager. We look forward to welcome you again. Francisco García General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveller from Indiana

Very nice place. Beautiful beach. Helpful staff.

Posted 26-Mar-2017
There was a minor mixup upon arrival. Our rooms were not what our Expedia paperwork said they would be. The staff worked to get the situation sorted out quickly. Everything was good after that from excursions to food to drinks to the people. Everyone was helpful and friendly everywhere we went.
Comment from Hotel Management
27-Mar-2017 by Francisco García, Hotel Management
Dear Neil. Thank you so much for taking the time to let us know about your experience, I am happy to learn that during your stay, our staff responded in a promptly manner and positively reached your satisfaction; this is the result of hard work and passion that our staff delivers everyday! I hope to see you back soon. Francisco García General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveller from USA, FL/Montana

Amazing Experience!

Posted 13-Mar-2017
PROS: Cool towel upon arrival, bellman took care of our bags immediately, UPGRADED our room (at no extra cost), beautiful view from our ocean front room, all staff seemed happy and had smiles on their faces, all staff were friendly and helpful, beautiful pool area, fun pool side actives which started at 10:30 (so you could still sleep in & not be woken up by music), nice that the pool had both a party side and a relaxed side (although I stayed on the party side and loved it!), the Brazilian steakhouse was my favorite restaurant (over the top salad bar!)... CONS: Our resort "credit" was apparently used on souvenir's, when we actually never used any credits. Don't know what happened there. My friend and I traveled here March 9-12 and March 12 we noticed a very large (very young) spring break crowd but its Mexico so what can you expect? I dont have kids but if I did, I probably wouldn't bring them here. The only kids I saw were young children under 5. Only a con if you're looking for an entirely family friendly environment.
Comment from Hotel Management
16-Mar-2017 by Francisco García, Hotel Management
Hello Stephanie, Thank you very much for your review! We appreciate you shared your excellent comments about your vacation at Hard Rock Hotel Cancun. We love to hear and read about our dear Rock Stars enjoying themselves and making memories here with us. We hope we can welcome you again soon. ROCK ON! Francisco García General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveller from Boston

Amazing

Posted 12-Mar-2017
Staff is very friendly like I have never seen before. Loved everything about this place. There is only one negative and that is the sales people trying to get you to buy a membership to the hotel, they are very pushy and annoying.
Comment from Hotel Management
13-Mar-2017 by Francisco García, Hotel Management
Dear Paula, Thank you very much for sharing your comments with us. We are glad to see that you had a great time at our resort. We also would like to apologize for the inconveniences with the vacation club, I will share this information with the managers involved. We hope we can have you back soon for another authentic experience that Rock! Sincerely, Francisco García General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveller from Dallas, Texas

great hotel close to beach with great pool area

Posted 12-Mar-2017
Pros: the service and amenities
Location: It was close enough to eat downtown if desired
excellent customer service! Great food and drinks and comfortable rooms
Comment from Hotel Management
13-Mar-2017 by Francisco García, Hotel Management
Dear Angela, Thank you so much for your review, I appreciate much not only for sharing your experience, but for encouraging us to keep up with the service that you received. Hope to see you back very soon at Hard Rock Hotel Cancun. You Rock! Francisco García General Manager Hard Rock Hotel Cancun
3 out of 5
Recommended
for Everyone
by A verified traveller from Idaho Falls, ID

Beach is amazing, room was not

Posted 27-Feb-2017
Pros: Beach, pool, staff at pools and beach, room staff, food was great, drinks are top shelf! Great shopping in stores. Best room service! Spa is fantastic
Cons: Show more styles of rooms on site so people know what they might get. Be more honest about resort credit. No stores let you use it on everything.
Location: Best location ever! You won't want to leave, the beach and pool are incredible. We went to Xel-Ha one day, other than that we stayed at the resort.
After reading reviews and looking at pictures online I was so excited to stay at Hard Rock Cancun. We booked a Deluxe Platinum room with an ocean view. We did this mainly because the other people in our party had rooms on the the lagoon side and we thought it would be nice to hang out in our room before dinner at night and have a few drinks. That would have been impossible, our room was so small we could barely get around in it. It was not at all like the rooms they show on their site. The next day I inquired as to why our room was so much smaller than everyone else's that we were traveling with. I was told that square foot wise we had the same size room, ours was just set up differently. Different is right - our jacuzzi tub was actually in the bathroom and you had to climb in to close the drain and check if water coming out of the spout was the right temp, it had a window but when you were in the tub you faced the hotel, not the ocean. Lying in bed you have a partial ocean view - all of the rooms ending in 18 have this view and this bathroom setup. Our shower was smaller than the ones we saw in the other bathrooms and we had no room for the nice chair they had across from their beds. We had an extra closet that contained our suitcase stand but nothing else. We paid a lot more and I would have preferred one of their rooms. They said they would try to switch us, but every day it was come back tomorrow during this time. By Wednesday I was done with the run around. Beach was A+
Comment from Hotel Management
01-Mar-2017 by Francisco García, Hotel Management
Dear Shelly, Thank you so much for your candor while sharing your experience with us. Your comments are much appreciated as they work as a powerful tool to pin point our opportunity areas. On behalf of Hard Rock Hotel Cancun I extend my sincere apologies for the inconveniences you encountered during this visit. I would like to change the perception of our services and facilites based on your latest experience and have the honor to welcome you again in order to grant you the great experience that you deserve. Hope that you choose us again for your next travel destination. Best Regards. Francisco García General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveller

A worry-free vacation

Posted 27-Feb-2017
Staff was very courteous and accommodating. Food was plentiful and varied. Beach is beautiful with a white sandy beach and beautiful blue/green waters. I thought it was great that they had a a lifeguard on duty for beach swimming. The only issues we had was that it could be difficult to get a good chair by the pool and to get into the specialty restaurants for dinner. Of course, you could always go to the buffet or order room service...problem solved. I will definitely try and get back there soon.
Comment from Hotel Management
27-Feb-2017 by Francisco García, Hotel Management
Dear Rock Star. Thank you very much for taking the time to describe your recent Hard Rock experience, we are thrilled to receive your wonderful feedback and happy to see you truly enjoyed a holiday filled with authentic experiences that Rock! We hope we can welcome you again soon. Francisco García General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveller from NY

Best place ever

Posted 23-Jan-2017
Pros: Everything
Cons: Nothing
The hard rock resort is pure perfection. Every aspect was amazing. The hotel itself was beautiful and every single staff member was beyond nice. They would go over the top and help you with anything and everything. They would show you exactly where you need to go or what you need to do, check in on you when ordering room service to see if the food is good, etc. Not one bad thing about this place!!!
Comment from Hotel Management
24-Jan-2017 by Francisco García, Hotel Management
Hello Dom, Thank you very much for your amazing review, for all of us at Hard Rock Hotel Cancun, it's truly a pleasure to hear about our Rockers experiences and being part of their amazing vacation story, we would love to see you back soon, the red carpet will be set and ready for another round of Rock Star experience together! Francisco García Gerente General Hard Rock Hotel Cancun