Ratings based on 151 Verified Reviews

They paid and stayed. We double-checked.
4.2 out of 5
81% 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 travelerfrom Vancouver, BC

Excellent! Will be back

Posted Dec 15, 2014
Loved the hard rock Cancun! Very clean facility, great pool, right on the beach, only a 15-20 minute walk to LaIsla Plaza, amazing and helpful staff, great music playing all the time! Will definitely be returning :)
5 out of 5
Recommended
for Everyone
by A verified travelerfrom NJ

Nice Atmosphere.lively . Good service

Posted Dec 15, 2014
We had great time. Restaurant choices are good. But being vegetarian it was tough. Lunch buffet was ok. The brick oven pizza for nice. We also ate at the Italian restaurant & mexican. Mexican was excellent. Overall had fun . Will go back again
4 out of 5
Recommended
for Everyone
by A verified travelerfrom Phoenix, AZ

awesome trip!

Posted Dec 10, 2014
Pros: all the activities
Cons: room didn't get cleaned until after 5PM most nights...which is when we were getting ready to head out..long wait times for restaurant
Location: not a lot nearby
so much fun - hotel did a great job with activities and food was great. Everything was fun!
3 out of 5
Recommended
for Everyone
by A verified travelerfrom Mexico

Mi estancia en el Hard Rock Hotel

Posted Dec 1, 2014
Pros: La playa es fenomenal.
Cons: No ser tan obvios en la venta de vacaciones posteriores. Es muy molesto.
Location: Cercano a los centros comerciales y a restaurantes.
Lo mejor de este hotel es su personal y sus restaurantes Italiano, Zen y Frida. Las habitaciones no dejan de sentirse con cierto tiempo de uso. La alberca no cuenta con calefacción y el clima no fue muy bueno por lo que poca gente o nadie se metía en ella. Las terapeutas del spa son excelentes aunque a sus instalaciones del mismo les falta mucho. Los shows son muy profesionales. Se escucha mucho ruido en las habitaciones desde las 10 am hasta 18 horas.
4 out of 5
Recommended
for Everyone
by A verified travelerfrom lincoln nebraska

Great beach!

Posted Nov 22, 2014
Beachfront rooms were perfect. The infinity pool/bar was great. Loved to music at the pool. More of a party atmosphere. Staff was very helpful and attentive. Easy to get into restaurants. An outdoor hot tub would be nice but not necessary. The hallway noise was easy to hear in the rooms but again would not deter me from going again.
Comment from Hotel Management
Nov 25, 2014 by Juan Rivera, Hotel Management
Hello Cck; I am thrilled to hear that you enjoyed your room and the bars and pools that our facilities has to offer, the level of service and the Hard Rock Atmosphere. Thank you for your comments about the hallways and hot tub in the resort and the next time you stay with us, you will see improvements in these areas. Kind Regards
5 out of 5
Recommended
for Everyone
by A verified travelerfrom El Paso, TX

Excellent beach side hotel

Posted Nov 14, 2014
Pros: The ambient found with music playing at all times, and staff being very nice and helpful
Cons: Stop offering the timeshares to guests when they check in.
Location: There is a bus stop in front of the hotel that will transport you to different parts of the hotel zone. A couple minutes away is a mall.
The overall stay, was AMAZING! The staff was very nice the whole stay especially in making sure that we were having a great time at all times. When you first arrive, you are greeted and brought some delicious fruit drink, and they even take care of your luggage. We arrived a couple hours before check in time, since we had an early flight, and they gave us wristbands so we could go eat and begin enjoying the accommodations. The food was pretty good, especially the brick oven pizzas found next to the pool. All of their staff is truly amazing, as they will go out of their way to accommodate you. One of the biggest thing to this hotel, is its entertainment. If you plan on traveling to Cancun just to relax and be in a calm ambient, you really are going to the wrong place. There is always something to do at this hotel, and music is always playing. I really like the atmosphere of this hotel as its an upbeat ambient. You don't really need to leave the hotel in order to entertain yourself, since you will find activities throughout the day such as beach volleyball, foam party at the pool, and every night, they have a performance in their stage area. The only downside that I saw to this hotel was after check in, they offer you this whole point system thing, and start talking to you about the timeshares. My advice is when checking in and once offered this point system, say no to them! Other than that, the hotel is amazing, and it truly is an unforgettable experience.
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Atlanta, GA

Everything was perfect except resort credit...

Posted Nov 13, 2014
Pros: Great view, pool area and excellent quality of foods
Cons: Resort credit
Location: Xenote tour
I stayed at Hard Rock Hotel for 4 nights and I've felt that all staffs were trying to do their best to make us satisfied. We had wonderful stays at the hotel and everything was so exceptional! I booked a diamond 1 king bed room. Our room was on 11th floor(Concierge Level) and just center of the building so the view was excellent. the things I was little bit disappointed were Concierge service and resort credit. I spent more to get a concierge serviced room but I couldn't get any services from them. Even at the first day of my staying, I wasn't informed that where the concierge is and how to contact them. My plan was I could use Hard rock resort credits to take Xel Ha and Xenote trips but only few trips that most people don't expect to go could be allowed to use the hotel resort credit. Also, trip planner, they didn't recommend the trips that were covered by resort credit due to lots of restrictions and exceptions and actually what the planner told us was true. Every restaurant at Hard Rock hotel is so exceptional. You don't have to make a reservation and waiting time is just 10 minutes. Quality of food at every restaurant was great. I was feeling like I was visiting top rated Asian, Italian, Brazilian restaurants. My comments for this hotel is Do not have too much expectation about Resort credit and Platinum ocean view will be enough to get great view.
5 out of 5
Recommended
for Everyone
by A verified travelerfrom philly

Great staff! Awesome food! Best entertainment

Posted Nov 4, 2014
Great experience will definitely be going back again! The staff was so nice and helpful with everything!! The resturaunts were so good and you didn't need to make reservations. The entertainment couldn't of been better made our trip awesome.. The only thing I would recommend is the kids being sectioned off to their own pool. The security was excellent too! Can't wait to go back or stay at another hard Rock!
Comment from Hotel Management
Nov 25, 2014 by Juan Rivera, Hotel Management
Hello Crissy; Thank you for your words, allow me to mention that I am very pleased to hear that your holiday was a very good one, and you want to come back with us, the staff will be more than happy to spoil you rotten as the Hard Rocker you are. I am taking your recommendation into account to see new activities and help all our dear Rockstars enjoy the Rockstar Experience Kind Regards
4 out of 5
Recommended
for Families
by A verified travelerfrom MEXICO

ロックなホテル

Posted Nov 4, 2014
Pros: オールインクルシブで飲み放題、食べ放題
Cons: 店舗内のお土産売り場の品揃えが薄い
初カンクンでどのホテルに泊まってよいかも分からずに、ここを選びました。ホテル内は常に聞いたことのあるロックが流れており、それほど音楽に興味がない人でも十分に楽しめます。ただ部屋でも演奏可能な状態なため、深夜まで上層階の歌声が聞こえることもあるのでリゾートでゆっくり静かに過ごしたいと思っている人にはお勧めではありませんね。食事や飲み物はオールインクルシブなのでいつでも食べ放題、飲み放題ですが各レストランでの朝食を楽しみにしていたのに、どの店も同じ品揃えだったのが少しがっかりです。スタッフは親切で部屋も綺麗だったので値段の割りには良いホテルだったかなという印象です。
3 out of 5
by A verified travelerfrom New York, N.Y.

Changed for the worst since 2012

Posted Nov 4, 2014
I stayed at this resort in 2012. I was expecting the same experience, which is the reason why I wanted to stay there again. The jacuzzi was dirty, near the bed it smelled of urine and there was hair on the sheets. The night before we left, we received a call asking the time we were leaving, as well as 2 phone calls the day of checkout. We didn't need a reminder. Annoying! Overall, the food was good and entertainment, awesome!!