Ratings based on 92 Verified Reviews

They paid and stayed. We double-checked.
4.0 out of 5
74% of guests recommend
4.3 Room cleanliness
4.3 Service & staff
4.1 Room comfort
4.2 Hotel condition
They paid and stayed.
We double-checked.
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
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!!
4 out of 5
Recommended
for Everyone
by A verified travelerfrom GB

Hotel with personality and exceptional service

Posted Oct 15, 2014
The staff at the HR Cancun provide exceptional level of service, the hotel itself is clean, modern and a homage to music. The only slight let down is some of the on site food places were not great, but the Chinese and the poolside pizzeria were delicious!
3 out of 5
by A verified travelerfrom chatt. tn.

Harsassed by front desk and hotel sercurity!

Posted Oct 12, 2014
Due to a reservation mistake and me calling once I noticed to try to fix the age mistake of one guest and ask about another that would be turning 18 day after we arrive. Was told nothing could be done till check I was told no big deal can be fix at check in. Spent 8 hours after check in to only explain story 10 times, to nothing coming from it. To every day being harassed by sercerity and front desk pulling us from pool, accusing the of age girl to be drinking but not having the right armband (if they had taken her drink they would had found no alcohol to be in it) cause they wanted another $1,700. to get adult armbands for two guest one 18 the other to turn 18 on second day of vacation this was a four night vacation. This harassment went on all the way to last day, even them taking arm band away and wanting to charge $75.00 cause they said we lost it! Hole trip was me trying to explain what happen and trying to correct it. So much to this story but my advice is if you go REMEMBER you must always be attached to these stupid armbands! Even if you get a massage or go off property!! Armband hell! Front desk hell!!
5 out of 5
Recommended
for Everyone
by A verified travelerfrom NC

Trip for daughter's wedding

Posted Oct 7, 2014
Pros: Newness
Cons: NEED A CLUB or somewhere to have a nightlife. Other than the show that the hotel had nightly there was nothing else to really do onsite.
Location: Cancun
Everything was great except that the room smelled like mildew.
3 out of 5
by A verified travelerfrom Arkansas

A great party on the beach

Posted Aug 21, 2014
Food and drinks were awesome, BUT the vacation sales staff will wake you every morning by 8 a.m. by bringing large groups down the hallways trying to sell their vacation club. Very loud and not welcome in my opinion.
Comment from Hotel Management
Aug 30, 2014 by Juan Rivera, Hotel Management
Esteemed Matt, On behalf of Hard Rock Hotel Cancun, please accept our apologies for the any inconvenience you went through. Your comments are much appreciated as we will definitely follow up on them in order to improve the areas of opportunity mentioned as well as congratulating our staff for making your experience memorable. We would like to have you back soon and change your opinion of our resort, we want to see your satisfaction reflected to its maximum and we would like to have the opportunity to show you that the Hard Rock Experience can only get better. Sincerely, Juan Rivera General Manager Hard Rock Hotel Riviera Maya
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Westport. CT

Great hotel with good food and entertainment .

Posted Aug 18, 2014
Overall, I had a great time at this hotel. The shows were very nice and entertaining. The music and dancing at the club at night were so much fun. I met some great people and friends. The pool was perfect temp and they had great activities. The pool also had a great view. I loved everything about it. I had a fantastic time.
Comment from Hotel Management
Aug 30, 2014 by Juan Rivera, Hotel Management
Dear Gabby, Thank you very much for your comments, it is gratifying to see that our efforts are appreciated and we will keep working in order to maintain our high standards and serve to all of our Rock Stars with the same enthusiasm our epic service reflects. We would like to have you back soon and create another great experience together. Sincerely, Juan Rivera General Manager Hard Rock Hotel Riviera Maya