Ratings based on 58 Verified Reviews
They paid and stayed. We double-checked.
4.3 Room cleanliness
4.2 Service & staff
4.0 Room comfort
4.1 Hotel condition
They paid and stayed.
for Everyoneby A verified traveler
Beds...Posted Mar 2, 2014
All was great other than the beds being way too hard and lumpy...Also expected to see MANY LESS little children running, and SPLASHING around....Great resort and location though...!
for Everyoneby aman from Stamford, CT
Good hotel Ok food but beware of the resort creditPosted Feb 21, 2014
Pros: The Location & the ambiance
Cons: Food quality
Location: XCARET is excellent
First if all I will write about the good things at the hotel...the appearance, the ambiance, the staff and the service are all great. The room is very good. My room had a peculiar smell which use to go after opening the door. The view from the room was great...ocean view overlooking the pools. Now about things that are OK at the hotel...which is food. They have various restaurants (Asian, Grill, Mexican, Pizza place and then international buffet). The food was OK at these restaurants. The best food is at the Asian restaurants. We did not like the food at the grill place or at the Mexican restaurants. Item selection at the international buffet is great so you always find something to eat. The worse part of the deal was the "limitless resort credit". First of all it is very limited...you can only spend it on services, very few excursions and only at one store with limited items. 20% service fee is charged if you use this credit. So for $1000 worth of services you will end up paying $200. The items are priced so high that it is not worth buying them and you need to book the services well in advance otherwise you will not get the appointment. They will also ask you to attend this 90 minute presentation where they will try to sell you the membership of RCI and Legendary club. Beware of that because it is a RIP off. Mine lasted for about 150 minutes. So if you are booking the hotel and deducting the resort credit to come up with the true cost...DON'T.
for Everyoneby Tom from Detroit
CleanPosted Jan 3, 2014
by liz from canada
Its an ok place not a wowPosted Jan 1, 2014
Too much harrasing to buy memberships and tours. They allow people on the resort to sell stuff very annoying and you have to be careful because they add charges on room tab this happened to allot of guest and you have to argue to get them taken off lots of wasted time
for Everyoneby ben from Canada
Nice hotel great food lots to do.Posted Jan 1, 2014
by pee from london
A bit too ordinary for the pricePosted Dec 24, 2013
I was disappointed. It wasn't a luxury hotel. The decor was tacky and plasticky, the room was dingy, and most disappointingly the food was poor. It was either tasteless or far too sweet. It tasted like cheap mass produced food and we struggled to enjoy it. Every day they served the same stuff with very little variation so we quickly got bored of it and lost our appetites. The main bar area lacked atmosphere and had the feel of an airport concourse. On the other hand, the service was excellent, the staff were polite and friendly, in terms of cleanliness it was spotless. The pool area is fab and the spa treatments were also very good, as were the two excursions we went on.
for Everyoneby Brian from niagara falls ontario
Hard Rock Cancun!!!Posted Sep 22, 2013
Pros: The best thing about this resort is the amazing staff. Not once did we have a negative staff experience the whole week we were there.
Cons: The buffet breakfast food quality was non comparable to the lunch and dinner options.
I went to Hard Rock Cancun from August 24-31. We had a great experience and the staff was amazing. They were always willing to do anything they could to make your experience enjoyable. Although it is a family resort, we still had alot of fun. The only issue we had was that we did not enjoy the breakfest buffet food. The other lunch and dinner resteraunts were amazing.
for Familiesby A verified traveler
View was excellent, but the room was .....Posted Sep 6, 2013
Pros: Hotel staffs and restaurants !
Cons: They need better rooms! Most of there rooms has wooden door between the room according to them. Too noisy 1!!
I told the front desk that I needed the quite room because I am very sensitive when I sleep. She gave me the room with wooden door between the room, normally you give these kinds of room when you go with your friends and you get these kinds of rooms. I could hear everything from other room at night time!!(Conversation, TV etc.....) I did complain, but they said they did not have any other room. I only slept 4 hours for first two days. I complained everyday and I went to the consigner and the manager came and I had to down grade the room from beach view to Lagoon view because he said that was the only room available that time. This room was very quiet and I was able to sleep. I think they should gave us better room, but worse room. I just did not have choice, I had to take it that time, but the manager who helped me was very nice.
for Couplesby irving from mexico
it's ok but do not match with other HRHPosted Aug 22, 2013
Pros: the manager once i complain was very helpful and solve 85% of the problems, mainly is not a new hotel is an old hotel with some new stuff
Cons: The kids club and the food during the day, at night the restaurants are great but during the day 7am to 5.30pm its only one buffet
Location: Theres is a good restaurant (in case you do not want the buffet included) his name is FISH FRITANGA
the hotel is fine but the food is not very variated, i think they need to improve a lot with the staff
for Everyoneby Gina from Ohio
Best Family Vacation EVER!!Posted Aug 5, 2013
Pros: Awesome staff, Pool, Hard Rock vibe, Zen and evening shows
Cons: Install solid doors on the rooms! We couldn't hear a sound from our neighbors next to us, but the noise in the hallway was horrible and at all hours.
Location: The only time we left the resort was to do the Jungle Tour (Which is pretty fun).
We are a family of four (Son-18, Daughter- 17) and we normally vacation in Hilton Head, SC, but decided to spluge bacause our son will be leaving for college in a few weeks. From the hot towels, flowers and drinks on arrival to the last minute we left we were treated like royalty! The hotel vibe was exactly what we were looking for since we have teenagers. Our kids were totally engaged throughout the entire vacation. There were great pool activites during the day and shows in the evening. The staff has amazing customer service skills and should be commended. I would like to give a shoutout to two staff who truly made an impact on our satisfaction. Javier- poolside server (section of chairs between the pool and beach). He was amazing and so attentive! He even reprimanded me (in a teasing way) a few times when I tried to head to the trash to throw something out. He said "Seniorita- it is your vacation, you are not to worry about things like this, I will get it" and he would take my trash away! He always knew when to bring more drinks and really spoiled us! Daniel (or Poppie!)- one of the activities staff. On Day one, he made our family feel speical! We looked forward to seeing him each day and we were sad when we didn't see him on our last day! :( There is a nice inside bar with two pool tables which we had a lot of fun using. Our favorite restaurant was Zen with Ciao coming in second.