Ratings based on 222 Verified Reviews

4.1 out of 5
79% of guests recommend
4.4 Room cleanliness
4.4 Service & staff
4.1 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
2 out of 5
by A verified traveler

GO SOMEWHERE ELSE

Posted Oct 25, 2016
Let me start by saying that this is a series of events that lead me to wanting to write this. I booked this trip through Expedia about 6months prior and paid extra for the upgrade "DELUX" "ocean front view." I ended up getting the 2nd floor which was indeed an ocean front, but barely!!! It was so loud because ALL you could hear the whole day was noise from the MC at the pool trying to get people to dance or twerk and they played OLD outdated music the whole time. Seriously it wasn't even interesting to watch and was just annoying noise. A couple of our friends also stayed there at the same time as us and it really was just LUCK if you got a good room, NOT if you actually paid or anything. One of them got the basement, which literally looks like a dark, shady motel. The rooms were OLD and dingy. If you looked at the hot tub pressure holes you could see brown soap scum. I get that other people stay in the same rooms prior and used the hot tub, but usually they would bleach it after each hotel guest right? So after getting our room, I went back to front desk and asked if they could move me because of the noise and the view. Front desk told me that there were no available rooms and I need to check back tomorrow. The front desk person gave me and attitude because she had to check. Honestly she just pushed buttons and probably told me there was nothing. So we ended up staying in the room the first night there. I will have to continue this on the next thread.
Comment from Hotel Management
Oct 27, 2016 by Francisco Garcia, Hotel Management
Hi, Thank you for your time and candor in bring these service issues to my attention. I sincerely apologize for any inconvenience you may have experienced and I would like you to please know that we take great pride in our service standards and ability to meet and exceed our guest expectation but clearly missed the mark in this case. Again please accept my apology and look forward to welcome you again. Kind Regards, Francisco Garcia General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from Atlanta, GA

Posted Oct 17, 2016
Pros: Service, Location,
Cons: need movies on-demand or pay-per view,
Fabulous time!! Excellent service! This was our honeymoon, very relaxing yet had enough fun things to do when desired.
Comment from Hotel Management
Oct 17, 2016 by Francisco Garcia, Hotel Management
Dear guest, Thank you very much for choosing Hard Rock Cancun as the main stage for such an special moment, congratulations! I'm glad to see we fulfilled your expectations and that we have your preference. We hope to welcome you again soon. Francisco García General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from Rochester, NY

Everything is wonderful.

Posted Oct 17, 2016
Location: Beach, sand and service are great. No need to. go anywhere else but if want to go for shopping there is a nice shopping center 10 minutes away.
Beautiful beach, great service, clean and spacious room, 24 hour room service, delicious food and very friendly staff. I totally recommend this hotel to everyone.
Comment from Hotel Management
Oct 17, 2016 by Francisco Garcia, Hotel Management
Hello Saba, Thank you very much for your awesome review, I'm glad to know that our amazing service, iconic facilities and top-notch service Rocked your recent holidays and that now we have a raving fan in you. We look forward to welcome you again on your next trip to our destination. Francisco García General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from US

Amazing rooms! Amazing staff! So safe and clean!

Posted Oct 13, 2016
This resort was so perfect for our 9th wedding anniversary! The entire staff went out of there way to make everything perfect!!
Comment from Hotel Management
Oct 13, 2016 by Francisco Garcia, Hotel Management
Hello JOSHUA N, Happy Anniversary! Thank you very much for your review and for choosing Hard Rock Cancun as the main stage to celebrate such an important moment. We look forward to welcome you again soon. Francisco Garcia General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from Dallas

Fun hotel beach front

Posted Sep 26, 2016
My wife and I love the people in Cancun and the beautiful beaches! The hard rock is a fun and a activity full style hotel with people of all ages. If you are looking for an entertaining atmosphere with good food then look no further. If you want a quiet and secluded hotel this is probably not for you. It has a great location between the airport and downtown area with shops/ bars.
Comment from Hotel Management
Sep 29, 2016 by Francisco Garcia, Hotel Management
Hello rtsooner, Thank you very much for your review, is a huge pleasure for me to know that you had an excellent stay, sincerely we wish to greet you back to the already yours Hard Rock Hotel Cancun and provide you the Rockstar treatment you deserve. Francisco Garcia General Manager Hard Rock Hotel Cancun"
2 out of 5
by A verified traveler

Great pool area, with lots of activities.

Posted Sep 21, 2016
We had the worst customer service experiences checking in, put a very sour taste in our mouths from the beginning. Issue started on Expedia and followed by hotel. It took 2.45 hours to check in with me standing at the front desk the entire time.
Comment from Hotel Management
Sep 23, 2016 by Francisco Garcia, Hotel Management
Dear guest, First and foremost allow me to apologize for the inconveniences ocurred during your last experience at our resort, at Hard Rock Cancun we strive to always provide the best service to all our dear guests and I'm truly sorry to see we didn't impress you this time. I'm sure if you give us another opportunity in your next trip to our destination you will become a raving fan. Best regards. Francisco Garcia Gerente General Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Sep 17, 2016
Great place to stay, especially for couples. The service was very good and the food more than great.
Comment from Hotel Management
Sep 19, 2016 by Francisco Garcia, Hotel Management
Dear guest, Thank you very much for your review, I'm really happy to see that we were able to provide you with true experiences that Rock! We look forward to welcome you again on your next trip to our destination.
5 out of 5
Recommended
for Everyone
by A verified traveler from Los Angeles, CA

Great place to stay in Cancun

Posted Sep 12, 2016
Pros: The place and staff.
Cons: Lights and switches, it was crazy the way they operate, and trying to see myself in the mirror was almost impossible due to limited light.
Location: Close to everything, and lots of things to do. The tours are well organized and transportation is accessible to move around.
I loved it, we had an excellent time at the Hard Rock. The place was nice and clean, very friendly staff and a lot of fun at the pool. The shows were great and for all the family to enjoy. The food was superb with many choices to pic from.
Comment from Hotel Management
Sep 12, 2016 by Francisco Garcia, Hotel Management
Hello Angel, Thank you very much for your review, I'm really glad to read that we were able to make you Rock your vacations with our blasting etertainment and amazing service. We hope to see you soon at Hard Rock Cancun to share more Rockstar memories together, Francisco Garcia General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from Puerto Rico

Best hotel!

Posted Sep 9, 2016
Everything was perfect. The service is amazing!!!!! Food was delicious! Pool was awesome. I am definately going back.
Comment from Hotel Management
Sep 12, 2016 by Francisco Garcia, Hotel Management
Hello Jennifer, Thank you very much for your amazing review. I can see we have a raving fan in you, we will be waiting to greet you again soon and Rock you with more amazing experiences. Francisco Garcia General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from houston, tx

Great stay, all around

Posted Sep 5, 2016
Amazing food, amazing service, amazing time. This place had it all. My 8th time to cancun and by far the best!
Comment from Hotel Management
Sep 12, 2016 by Francisco Garcia, Hotel Management
Hello A-Mr, Thank you very much for choosing Hard Rock Cancun for your recent holidays, I'm really glad to read that our delicious food and blasting service trully made your vacation full of Rockstar memories. We hope to see you again soon on your next trip to our destination. Francisco Garcia General Manager Hard Rock Hotel Cancun