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Reviews of Hard Rock Hotel Cancun - All Inclusive

4.5 out of 5
Hard Rock Hotel Cancun - All Inclusive
Blvd Kukulcan KM 14.5, Hotel Zone, Cancun, QROO

Reviews

7.6

Good

Rating 10 - Excellent. 480 out of 1017 reviews" "
Rating 8 - Good. 197 out of 1017 reviews" "
Rating 6 - Okay. 115 out of 1017 reviews" "
Rating 4 - Poor. 81 out of 1017 reviews" "
Rating 2 - Terrible. 144 out of 1017 reviews" "

8.6/10

Cleanliness

8.4/10

Staff & service

8.0/10

Amenities

7.8/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

10/10 Excellent

Anthony

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location on beach. Room with ocean views and jacuzzi. Draw back was the loud noise and music in lobby and lounge area.
Stayed 5 nights in Mar 2024

10/10 Excellent

felix

Traveled with partner
Liked: Amenities
I definitely coming back
Stayed 4 nights in Mar 2024

2/10 Terrible

Silethubuhle

Traveled with family and small children, Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
This hotel is trash ,it needs serious renovation,it stinks and bathrooms smell like sewage. The food is disgusting and not very many options .The chef needs to do better .The rooms are dirty and towels are torn and worn out .Total waste of money !
Stayed 2 nights in Mar 2024

10/10 Excellent

Wilfred Humberto

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
everything was fantastic, a dream vacation
Stayed 4 nights in Mar 2024

10/10 Excellent

Sandeep

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice
Stayed 3 nights in Mar 2024
Response from Customer Care Team on Mar 22, 2024
Dear Sandeep, we appreciate the time you took to share your very positive feedback. We are pleased to know that we have exceeded your expectations with our facilities and services. Sincerely,

4/10 Poor

Inderpreet

Traveled with group
Liked: Property conditions & facilities
Disliked: Staff & service
Cleaning lady broke my cologne and they made it ridiculously difficult to get compensated. First they said I have $250 to spend at the rock shop, then they said it was only a few select things. I couldn’t even get a shot glass. I spent 900$ on activities at the resort and I asked to just be refunded the $250 for the housekeepings mistake but they refused. None of this makes any sense.
Stayed 5 nights in Mar 2024
Response from Customer Team on Mar 21, 2024
Dear Inderpreet, thank you for taking the time to share your feedback. Please be assured that your feedback is very important to us and will be channeled to the appropriate departments to work on the above details. Sincerely,

10/10 Excellent

Edward

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Playful fun crowd at Hard Rock. Stayed at 5 diff resorts in the area in past year. Thoroughly enjoyed this one. Upgrade to ocean view nice touch. Thanks Expedia.
Stayed 2 nights in Mar 2024
Response from Customer Care Team on Mar 22, 2024
Dear Edward, It’s so marvelous to hear that we have met your expectations, here at Hard Rock Hotel Cancun, It is a pleasure to know that you were treated wonderfully, you are already true Rockstars of this stage, and we hope that you come back soon. Best Regards!

10/10 Excellent

Teneshia

Traveled with family
Liked: Amenities
The property is located on the strip. Walking distance to AquaWorld and a short $1 bus ride to the outdoor mall.
Stayed 3 nights in Mar 2024
Response from Customer Care Team on Mar 22, 2024
Dear Teneshia, thank you for taking the time to share your experience of your recent stay at Hard Rock Cancun and joining our band, it has been a pleasure to host you.Sincerely,

8/10 Good

Darla Rae

Traveled with group, Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice place. Great time—around the pool, evening entertainment and the young adults loved the night life.
Stayed 7 nights in Mar 2024
Response from Customer Care Team on Mar 22, 2024
Dear Darla Rae, thank you for taking the time to share with us your kind comments about your recent stay. It is a pleasure to know that you enjoyed the quality of food and the efficiency of the service of our artists. Your feedback is of great importance to us, as it allows us to continuously improve to create memorable moments for our guests and make them feel the hospitality of being with us every day.

8/10 Good

Marta Leticia

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Excellent service and food.
Stayed 3 nights in Feb 2024
Response from Customer Care Team on Mar 22, 2024
Dear Marta Leticia, thank you so much for sharing your experience with us. We are happy to know you had such an amazing time at our hotel.

10/10 Excellent

elizabeth r

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Feb 2024
Response from Customer Care Team on Mar 22, 2024
Estimada Elizabeth, gracias por tomarse el tiempo de compartir su experiencia sobre su reciente estadía en Hard Rock Hotel Cancún, ha sido un placer tenerlo en casa y esperamos tenerlo de vuelta nuevamente.Saludos cordiales,

10/10 Excellent

LIN

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Mar 2024
Response from Customer Care Team on Mar 22, 2024
Estimado LIN, agradecemos su tiempo en compartir su experiencia con nosotros. Reciba un cordial saludo.Saludos,

8/10 Good

Connor

Liked: Cleanliness, staff & service, amenities
A few issues with the open bar and room but good overall
Stayed 5 nights in Mar 2024
Response from Customer Care Team on Mar 23, 2024
Dear Connor, It has been such a pleasure having you with us and we truly appreciate your comments that help us to take action for continuous improvement. The entire Hard Rock family will be more than happy to welcome you back.

2/10 Terrible

Brynn

Traveled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I’m leaving my vacation at the Hard Rock Cancun extremely disappointed and frustrated. I stayed in a family suite with five others for four nights with half of our stay having no hot water, over half of our stay with an extreme leak coming from the bathroom, strong sewage smells in our suite the entire stay, and rooms so humid the mirrors were foggy. The customer service that met us when we brought up these issues were poor, time-consuming, and unacceptable. We were sent in circles talking from one person, to the next, to waiting for calls and waiting for manager responses and weren’t offered any form of compensation that we feel was equal to the issues we were having. We were offered the option between a free steak or free beach chair rental (food is already all-inclusive and there are free chair options) contingent we sign a non-disclosure agreement with the hotel. The hotel refused any sort of partial refund and wasted our time. Additionally, service at the bars was poor. My travel party are all Asian and a few of my group heard the bartenders call us “chino chino” multiple times which means Chinese in Spanish. We were also met with resistance when trying to order drinks at certain points within our trip. At the start of the trip, we could order yhr drinks we wanted, but at one point they refused to give us drinks and shrugged and shook their head when we inquired why we couldn’t drink when it was all inclusive. The Toro steakhouse gave one of us food poisoning.
Stayed 4 nights in Mar 2024
Response from Customer Care Team on Mar 23, 2024
Dear Brynn, thank you very much for sharing with us your experience at Hard Rock Cancún. Each of our reviews is very important to us. I want to let you know that your comments are constructive and motivate us to work in these areas, as your satisfaction and comfort will always be our priority, please accept our heartfelt apologies for any inconvenience you may have experienced during your stay; this is certainly not the image we strive to portray at our hotel to our valued customers. Ensure that your comments will be channeled to the appropriate departments to work on the above details. It would be our privilege to have you back and regain your trust.

10/10 Excellent

Deborah

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Mar 2024

8/10 Good

Karla, Spring

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Entertainment was meh. VIP is only if you buy a time share. Not all cabana's / seating or pools available to us non hall of fame people. Black wrist bands are the VIP due to purchasing a time share. I did love my ocean view, which was what I paid for. The food was good. Zen needs a reservation so make that between 11-4 it may be made days in advance. Toro was excellent and isla was very good as well. Frida was our breakfast and lunch spot. It’s a buffet. The grill outside had me hooked on cheese fries with jalapeños. Tips will keep your drinks coming. If you use the hot tub READ the instructions. lol. Drinks in fridge are refilled daily. They cleaned our room every day except our last. The airport took our toopaste so the hotel brought us some twice. I did tip them every time they came.
Stayed 4 nights in Feb 2024
Response from Customer Care Team on Mar 23, 2024
Dear Karla, thank you for taking the time to share your feedback, it is very important to us. I want to let you know that your comments are constructive and motivate us to work in these areas, as your satisfaction and comfort will always be our priority. It will be an honor for Hard Rock Cancun to have you back and provide you with the hospitality and warmth that characterizes us on your next visit.

6/10 Okay

Roman, Bratislava

Traveled with group
Liked: Cleanliness, staff & service
My feeling is, that i come from village and the servises ,what i receive , be on this level
Stayed 7 nights in Feb 2024
Response from Customer Care Team on Mar 11, 2024
Thank you for your review. We are sorry we did not meet your expectations, we hope to welcome you back soon to provide you with the service you expect from us!

10/10 Excellent

Kerilyn

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I attended my friend’s wedding at the Hard Rock Cancun and stayed for a week on the Rock Royalty level! It came with its own private patio, a private pool area and two private bars and the most amazing staff! I want to send a special thank you to Tony, Tefy, Yared, Yisus, Ivan and our favourite bartender Jules! Thank you for all that you did to make my stay exceptional!!!
Stayed 6 nights in Feb 2024
Response from Customer Care Team on Mar 11, 2024
We appreciate the time you took to share your very positive feedback. We are pleased to know that we have exceeded your expectations with our facilities and services. The entire Hard Rock hotel will be more than happy to welcome you back.

10/10 Excellent

Amanda

Stayed 4 nights in Feb 2024
Response from Customer Care Team on Mar 22, 2024
Estimada Amanda, gracias por tomarse el tiempo de compartir su experiencia sobre su reciente estadía en Hard Rock Hotel Cancún, ha sido un placer tenerlo en casa y esperamos tenerlo de vuelta nuevamente.Saludos,

10/10 Excellent

matthew

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The entire staff was outstanding and very helpful and professional.
Stayed 5 nights in Feb 2024
Response from Customer Care Team on Mar 11, 2024
We hope you have had an unforgettable Hard Rock family experience! We are already waiting for you!

8/10 Good

David Austin

Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The bed was so uncomfortable had a sore back the whole time I was there. Service was good and friendly. Food choices were not good. VIP service was we were approached about time share BS. Watch out for them, they will lie to you just to get you to go to breakfast and see a fancy room and pressure you over and over to sell you a time share. Loud music almost every night can’t even relax I wouldn’t stay here again. Nice vacation away from the hotel and better food. Try Taco tequila at isla mall
Stayed 6 nights in Feb 2024
Response from Customer Care Team on Mar 11, 2024
Thank you for taking the time to share your experience with us. We are always looking for ways to improve our service. Please accept our apologies for any inconvenience you may have during your recent stay. We hope you can give us a new opportunity to provide you with the service that represents us.

6/10 Okay

Sergio, Tampa

Traveled with partner
Liked: Cleanliness
Disliked: Amenities
Stayed 4 nights in Feb 2024
Response from Customer Care Team on Feb 21, 2024
Estimado Sergio, gracias por tu comentario y evaluación, tomaremos acciones de retroalimentación. Lamentamos no haber cumplido con tus expectativas.

4/10 Poor

Brandon

Traveled with partner
Disliked: Cleanliness, property conditions & facilities
Very dirty room on arrival room service never happened
Stayed 5 nights in Feb 2024
Response from Customer Care Team on Feb 19, 2024
Dear Brandon, thank you for taking the time to share your experience with us. We are always looking for ways to improve our service. Please accept our apologies for any inconvenience you may have during your recent stay. We hope you can give us a new opportunity to provide you with the service that represents us.

10/10 Excellent

Sonia

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a great time
Stayed 6 nights in Feb 2024
Response from Customer Care Team on Feb 19, 2024
Dear Sonia, thank you for taking the time to share your experience with us. We look forward to seeing you back soon!

8/10 Good

SUZANNA

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I enjoyed stay but not five stars because of elevator situation. The Wait was to long and only one working on each end making us go up and down stairs too much and with little kids it was definitely not fun!
Stayed 3 nights in Feb 2024
Response from Customer Care Team on Feb 19, 2024
Dear Suzanna, thank you for taking the time to share your feedback, it is very important to us. We want to let you know that your comments will be channeled to the appropriate departments to work on the above details.

10/10 Excellent

Kala

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had the best time and were extremely satisfied with the service, Isla and stefano were incredibly helpful and good to us.
Stayed 4 nights in Feb 2024
Response from Customer Care Team on Feb 19, 2024
Dear Kala, thank you for sharing your experience with us. We love to read that our staff meets the needs of our guests. We look forward to seeing you back soon!

10/10 Excellent

ROBIN L

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hardrock was wonderful. We will definitely be going back
Stayed 6 nights in Feb 2024
Response from Customer Care Team on Feb 12, 2024
Dear ROBIN L, thank you very much for your visit, trust and take the time to write about your experience. The Hard Rock family already misses you and we will be happy to see you back.

6/10 Okay

Rajesh

Traveled with family
Cleaning was not that great , rooms could have been more clean . Food and entertainment options are less .
Stayed 5 nights in Jan 2024
Response from Customer Care Team on Feb 12, 2024
Dear Rajesh, thank you for taking the time to share your experience with us. We are always looking for ways to improve our service. We hope you can give us a new opportunity to provide you with the service that represents us.

10/10 Excellent

Roberto

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hard Rock was the beset Hotel we have ever stayed at staff amazing,entertainment amazing,food amazing looking forward to staying at the New HardRock
Stayed 4 nights in Nov 2023
Response from Customer Care Team on Feb 13, 2024
We hope you have had an unforgettable Hard Rock family experience! We are already waiting for you!

8/10 Good

ELG, Hialeah

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
exellent
Stayed 4 nights in Jan 2024
Response from Customer Care Team on Feb 13, 2024
Thank you for your review. We are sorry we did not meet your expectations, we hope to welcome you back soon to provide you with the service you expect from us!

2/10 Terrible

WALTER

Liked: Cleanliness
Disliked: Amenities
All the restaurants at this hotel where terrible. Not worth staying there.
Stayed 3 nights in Jan 2024
Response from Customer Care Team on Feb 13, 2024
Thank you for your review. We are sorry we did not meet your expectations, we hope to welcome you back soon to provide you with the service you expect from us!

6/10 Okay

Nizhoni

Stayed 4 nights in Jan 2024
Response from Customer Care Team on Mar 22, 2024
Dear Nizhoni, thank you for choosing Hard Rock Cancun for your most recent holidays, and for taking the time to share your valued feedback with us. Our goal is always to exceed the expectations of our guests by offering memorable experiences. We thank you for your valued feedback and we hope to have the honor to serve you again whenever your travels bring you back to Cancun and reinstate your trust in our services.

8/10 Good

Katherine Elizabeth

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Luis the concierge was amazing!!! He went out of his way to set up a special birthday surprise. He communicated with me on every detail to make sure I was happy. The drinks by the pool were excellent. Dinner options were great. Excellent service Thank you Luis
Response from Customer Care Team on Feb 13, 2024
Thank you for your comments. We love to read that our staff meets the needs of our guests. We look forward to seeing you back soon!

6/10 Okay

Julie, Duncanville

Traveled with family
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Stayed 3 nights in Jan 2024
Response from Customer Care Team on Feb 13, 2024
Thank you for taking the time to share your experience with us. We are always looking for ways to improve our service. Please accept our apologies for any inconvenience you may have during your recent stay. We hope you can give us a new opportunity to provide you with the service that represents us.

10/10 Excellent

Yohana

Stayed 4 nights in Jan 2024
Response from Customer Care Team on Feb 13, 2024
Thank you for taking the time to rate us! We look forward to seeing you back soon!

10/10 Excellent

Arben

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
the all inclusive help a lot .give us the opportunity to feel like home .all the staff is very helpful and friendly
Stayed 7 nights in Jan 2024
Response from Customer Care Team on Feb 13, 2024
Thank you for your comments. We love to read that our staff meets the needs of our guests. We look forward to seeing you back soon!

10/10 Excellent

Stephanie

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Jan 2024
Response from Customer Care Team on Feb 13, 2024
Thank you for taking the time to share your experience with us. We hope you have had an unforgettable Hard Rock family experience and we look forward to seeing you back soon!

8/10 Good

Katheryn

Stayed 4 nights in Jan 2024
Response from Customer Care Team on Jan 26, 2024
Dear Katheryn, It has been such a pleasure having you with us and we truly appreciate your positive review. Facilities as well as the great service we provide are focused on creating unforgettable memories. We all hope to see you back soon.

8/10 Good

Jusoo

Liked: Cleanliness, staff & service, property conditions & facilities
It was difficult because I wasn't good at English and Spanish, but the staff were friendly.
Stayed 4 nights in Jan 2024
Response from Customer Care Team on Jan 26, 2024
Dear Jusoo, thank you very much for your visit, trust and take the time to write about your experience. The Hard Rock family already misses you and we will be happy to see you back soon.

10/10 Excellent

Virgil

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I highly recommend anyone to stay this place for their visit to Cancun
Stayed 3 nights in Jan 2024
Response from Customer Care Team on Jan 26, 2024
Dear Virgil, thank you for choosing Hard Rock Cancun as your destination for your most recent vacation. We are delighted to know that you had a 5-star experience with us. We will notify our staff of your kind words that encourage us to continue rocking every day, receive a very special greeting from the entire Hard Rock family and we look forward to your next visit.

8/10 Good

Matthew

Liked: Cleanliness, staff & service, property conditions & facilities
Service and drinks were excellent. Loved the pool and beach. The room was sub par and food average.
Stayed 5 nights in Jan 2024
Response from Customer Care Team on Jan 26, 2024
Dear Mattew, , thank you for choosing Hard Rock Cancun for your most recent holidays. We truly appreciate your comments that help us to take action for continuous improvement. We hope to have the honor to serve you again whenever your travels bring you back to Cancun.

4/10 Poor

Narindra

Traveled with group, Traveled with partner, Traveled with family
Disliked: Staff & service
Stayed 4 nights in Jan 2024
Response from Customer Care Team on Feb 13, 2024
Thank you for your review. We are sorry we did not meet your expectations, we hope to welcome you back soon to provide you with the service you expect from us!

4/10 Poor

Robert

Traveled with family
Liked: Staff & service, property conditions & facilities
Disliked: Amenities
Extremely disappointing stay. From the check in to the house keeping not coming. There was absolutely no VIP treatment. Concierge never contacted us, room wasn’t ready.. food was good, service at restaurant was excellent.
Stayed 3 nights in Jan 2024
Response from Customer Care Team on Jan 14, 2024
Dear Robert, thank you for taking the time to share your feedback. While I wish you had a better experience, it is through feedback like this that we learn from and improve. Please be assured that your feedback is very important to us and will be channeled to the appropriate departments to work on the above details.

10/10 Excellent

John

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place to stay and the largest pool of all the resorts. Very lively at night in lobby !
Stayed 4 nights in Jan 2024
Response from Customer Care Team on Jan 14, 2024
Dear John, thank you for choosing Hard Rock Cancun for your most recent family holidays. We are delighted to know you had a wonderful experience, and we appreciate the recognition of the unparalleled service from our associates. This is what we aim for, to always create unique, memorable, and extraordinary vacation experiences for our guests.

6/10 Okay

Alfredo

Liked: Staff & service
Disliked: Property conditions & facilities
Likes: Staff friendliness Dislikes: Facilites Limited dining Bad food Disorganized dining environment Unsafe elevators Dirty hot tubs
Stayed 5 nights in Dec 2023
Response from Customer Care Team on Jan 14, 2024
Dear Alfredo, thank you for taking the time to share your feedback, it is very important to us. We are very concerned that the service you received was anything less than exceptional, as we take great pride in creating remarkable experiences. Please ensure that we will take your observations to each of the teams you have mentioned.

8/10 Good

Jhon

Liked: Cleanliness, staff & service, property conditions & facilities
Response from Customer Care Team on Feb 12, 2024
Dear Jhon, thank you for taking the time to share your experience with us. We hope you have had an unforgettable Hard Rock family experience and we look forward to seeing you back soon!

6/10 Okay

Olton

Traveled with family and small children, Traveled with family
Construction was going on during high season. Speaking English felt was an issue The room we had to call a few times to clean up Dining was limited and we had to wait in line every dinner to be able to dine Elevators were very slow and an issue because only one was working and was old There was an expectation to pay tip for every service otherwise no good service was provided
Stayed 7 nights in Dec 2023
Response from Customer Care Team on Jan 3, 2024
Thank you for taking the time to share your experience with us. Please accept our apologies for any inconvenience you may have during your recent stay. We hope you can give us a new opportunity to give you the service that represents us!

8/10 Good

Traci

Stayed 8 nights in Dec 2023
Response from Customer Care Team on Jan 26, 2024
Dear Traci, thank you for taking the time to rate your experience with us. We hope you have had an unforgettable Hard Rock family experience and we look forward to seeing you back soon!

4/10 Poor

iris stephanie

Stayed 3 nights in Dec 2023
Response from Customer Care Team on Jan 3, 2024
¡Gracias por su evaluación! Reciban un saludo muy especial por parte de la familia Hard Rock y esperamos ansiosos su próxima visita.

10/10 Excellent

Anarvol

Stayed 6 nights in Dec 2023
Response from Customer Care Team on Jan 3, 2024
Thank you for your 5-star rating, we look forward to seeing you soon!