Ratings based on 191 Verified Reviews

They paid and stayed. We double-checked.
4.1 out of 5
83% 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.
4 out of 5
Recommended
for Everyone
by A verified travelerfrom Midwest

Posted Apr 24, 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!!!
3 out of 5
Recommended
for Everyone
by A verified travelerfrom Bahamas

Nice Beach, Beautiful Restaurants & Rock Star Vibe

Posted Apr 22, 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
Apr 24, 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 travelerfrom Sydney

The Staff are Just as Amazing as the Resort!

Posted Apr 22, 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
Apr 24, 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 travelerfrom a

Had a great time! Endless food and drink!

Posted Apr 20, 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
Apr 22, 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 travelerfrom Florida

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

Posted Apr 18, 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
Apr 21, 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.
3 out of 5
by A verified traveler

hotel bien ubicado

Posted Apr 14, 2015
Pros: su ubicacion
mal aspecto tal parece que solo cambiaron letreros de hard rock luce viejo, los cuartos muy ruidosos, shows diarios de muy baja calidad artistica
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Lake Jackson TX

Amazing

Posted Apr 8, 2015
We had a great time the view was awesome the service was great.
Comment from Hotel Management
Apr 10, 2015 by Chadi B., Hotel Management
Hello, Thank you for your amazing coment, we are glad to hear that you had a blast and enjoyed the view and the service, we hope to welme you again soon. Chadi Bou Said General Manager Hard Rock Hotel Cancun
4 out of 5
Recommended
for Families
by A verified travelerfrom Los Angeles, CA

Nice Hotel. Not as large as other resorts. Loud.

Posted Apr 8, 2015
Cons: Rooms need to be sound proofed.
Pros - Clean. Evening shows are nice. Friendly staff. Good food. Cons - Uncomfortable beds. Noisy rooms. Overall, we had a good experience at the resort. Staff is friendly and room service is prompt. Rooms are clean. The major issues were 1) The rooms are noisy and are not at all sound proofed. A knock on the neighboring room, feels like some is knocking on your door. 2) Beds are hard and small. 3) Although the rooms are large, the jacuzzi in the room takes up all the space. 4) The vacation club never gives up. They offer you resort credits provided you attend the '90' minute vacation club presentation. It is never 90 minutes and is more like 3-4 hours. They just never give up. We were a family of 4 - 2 adults and 2 kids. If you are looking to relax with some quiet peaceful time - this is not the place. If you are up to some fun in the sun and party then Hard Rock it is..
Comment from Hotel Management
Apr 10, 2015 by Chadi B., Hotel Management
Hello, Thank for your review and all the kind remarks you mention, by reciving fedback from our guest is how we can improve our service and facilites, we are thrilled to hear that the staff make you feel like a real rockstar. Kind Regards, Chadi Bou Said General Manager Hard Rock Hotel Cancun
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Apr 7, 2015
Muy buen hotel y alimentos cómodo y con el área de playa muy bueno
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Oregon

Bring it ALL

Posted Apr 1, 2015
Pros: nightly entertainment makes you want to just stay at the hotel -no need to go anywhere else. Fun atmosphere - no stuffiness allowed in here.
Cons: noisy hallways, especially by the elevators and HEAVY doors slam especially hard if patio slider is open.
Location: catch an R1 or R2 bus and you can go pretty much anywhere for $1
Stayed over spring break and was a bit concerned place would be over crowded as hotel was supposedly booked. Found hotel a bit of a throw back as to decor but that is what makes this place Rock ! Music always playing makes for a fun atmosphere. Staff very helpful and somehow make work look like fun. Food was great, including the buffet areas. Pool area a bit tight on lounge chairs but there is a beautiful ocean just on the other side with unlimited seating. Nightly on-site entertainment is a huge plus Will definitely recommend.
Comment from Hotel Management
Apr 6, 2015 by Chadi B., Hotel Management
Hello, Thank you so much for your review, we are glad that you enjoyed the food and the rock atmosphere we have, we hopre to welcome you again on your next trip. Chadi Bou Said General Manager Hard Rock Hotel Cancun