Ratings based on 517 Verified Reviews

4.3 out of 5
83% of guests recommend
4.4 Room cleanliness
4.5 Service & staff
4.3 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler from NY

Best place ever

Posted Jan 23, 2017
Pros: Everything
Cons: Nothing
The hard rock resort is pure perfection. Every aspect was amazing. The hotel itself was beautiful and every single staff member was beyond nice. They would go over the top and help you with anything and everything. They would show you exactly where you need to go or what you need to do, check in on you when ordering room service to see if the food is good, etc. Not one bad thing about this place!!!
Comment from Hotel Management
Jan 24, 2017 by Francisco García, Hotel Management
Hello Dom, Thank you very much for your amazing review, for all of us at Hard Rock Hotel Cancun, it's truly a pleasure to hear about our Rockers experiences and being part of their amazing vacation story, we would love to see you back soon, the red carpet will be set and ready for another round of Rock Star experience together! Francisco García Gerente General Hard Rock Hotel Cancun
3 out of 5
by A verified traveler from LA

Posted Dec 21, 2016
Food is terrible. The beach and the Kids Club are quite nice. Overall, this was the worst hotel in Cancun we have stayed in so far (and this was our third time in Cancun).
Comment from Hotel Management
Dec 21, 2016 by Francisco García, Hotel Management
Hello Igor, I appreciate your comments and observation about our resort, feedback is very important as it helps us to identify our areas of opportunity. I thank you for your time and candor in bring this matter to my attention, I will be personally verifying this information with the managers of the dfepartments involved and the pertinent changes and improvements will be made. We hope to have the opportunity 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 Toronto

Posted Dec 2, 2016
Amazing service, food was unreal, beach amazing, very clean.
Comment from Hotel Management
Dec 3, 2016 by Francisco García, Hotel Management
Dear Jay, Thank you very much for sharing your experience at Hard Rock Hotel Cancun and for choosing us for your recent holiday experience. It's inspiring to see we exceed your expectations and that we now have a raving fan in you. We hope to welcome you back soon! Francisco García General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from US

Nice hotel with ocean view Infinity pool

Posted Nov 30, 2016
Fantastic staff always looking to help and serve you. Beautiful beach and infinity pool. Delicious food and 24hour room service.
Comment from Hotel Management
Dec 1, 2016 by Francisco García, Hotel Management
Dear Jessica, Thanks for the awesome review! We are pleased to hear that you had such a great time at our resort and we love to read that you received a Rockstar class service from our staff. We can't wait to welcome you back to Hard Rock Hotel Cancun. Rock On! Francisco García General Manager Hard Rock Hotel Cancun
3 out of 5
Recommended
for Everyone
by A verified traveler from US

beach with strong undertow

Posted Nov 28, 2016
This is a beautiful property. The beach is gorgeous and the wait staff could not be more attentive. We were never wanting for a beverage. One downside to the beach is the string undertow. Lifeguards limited swimmers to a small area of the beach and whistled relentlessly for people to come in closer. It was for good reason, we saw them go in a rescue three swimmers that were being pulled by the undertow. Food was very good but a little more seafood would have been nice. We liked the tepanyaki the best and that was the only restaurant that would take reservations. We did wait over an hour one of the nights. I would not return to the spa. My facial was 90 percent massage, with a little scrub and lotion to my face. My daughter and I both had facials and both were mostly massage.... if you like massage , maybe you would like this but I wanted a facial. Also paid for four shellac manicures three of the four peeled off within 24 hours. One of them had four nails with the shellac fall off. We went and showed them the one that was the worst, they scheduled my daughter to come back the next day and then left my daughter waiting for 30 minutes and then told her to wait another 10..... I would skip the spa and enjoy the beach or pool. Save your money.
Comment from Hotel Management
Dec 1, 2016 by Francisco García, Hotel Management
Dear Kristen Ann, Thank you very much for your wonderful review , it is encouraging to hear your perception of the service from the members of our staff and how much you enjoyed our food offer. We are sorry to hear about your spa and salon services were not to your entire satisfaction, we have share your feedback with the Managers, the comments from our dear Rockstars are the most valuable keys for us, they allow us to make changes where is needed and improve in order to provide the best service. We would love to welcome you again and exceed your expectations on your next trip to our destination. Francisco García General Manager Hard Rock Hotel Cancun
3 out of 5
by A verified traveler

Pictures are deceiving

Posted Nov 21, 2016 on Orbitz
Pros: Great service and very friendly employees.
Cons: Something comfortable to sit on in the rooms other than the bed. Of course the room would have to be bigger to do that.
Room size is deceiving from the pictures shown on the website, we're woken up several times during the night by drunk guest going back to their rooms, jacuzzi's around the pools are only for members to use or they would allow you to pay for a upgrade to use them, restaurants sometimes where closed or only open for members only and even the lounge chairs on the beach are segregated into 3 different levels and depending if you were a member or paid for something higher than the Deluxe Platinum room because out of the purple, brown or white lounge chairs on the beach we could only use the white ones. A lot of cracks in drywall and paint peeling in areas of the room and balcony. They were however in process of repairing and painting one side of the hotel. Staff was very good and provided great service.
Comment from Hotel Management
Nov 24, 2016 by Francisco García, Hotel Management
Dear Smitty50, I would like to thank you for bringing your observations to my attention. I am personally concerned to see that we have fallen short to your expectations; on behalf of Hard Rock Hotel Cancun I extend a cordial invitation to give us the opportunity to change your perception of our resort ans show you our improvements on your next trip to our destination. I assure you that we take the feedback from our guests as valuable tools to improve and I will be verifying all your comments with the departments involved. Thank you again for your review, we look forward to welcome you again. Francisco García General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from Minneapolis

Great Experience - Fabulous Staff - Better Wine:)

Posted Nov 18, 2016 on CheapTickets
Pros: Everything!!
Cons: Nothing.
Location: Great walking on the beach and a very near mall.
We have stayed at Hard Rock many times, but this time topped them all. Hotel seemed updated, clean, staff was super friendly, food seemed way better and they had decent wine and canned beer. Beautiful beach, huge pool, fun entertainment, and they played great music. Love this place.
Comment from Hotel Management
Nov 24, 2016 by Francisco García, Hotel Management
Dear Ann, Thank you very much for your awesome review, I'm thrilled to see that our blasting entertainment, unique vibe, delicious food and passionate service have exceed your expectations and that now we have a raving fan in you! We hope we have the honor to welcome you again and create more Rockstar memories together. YOU ROCK! Francisco García General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from US

Everything 110%, big tubs in rooms need to go!

Posted Nov 14, 2016
Location: Excellent!
We went with 4 families, 24 people excellent for everyone!!! Everything 110%, big tubs in rooms need to go!
Comment from Hotel Management
Nov 14, 2016 by Francisco García, Hotel Management
Dear Jose F, Thank you very much for your kind review, I'm thrilled to know that you truly wnjoyed our unique facilitites with the Rockstar vibe that we are famous for! We hope to have the opportunity to welcome you again at Hard Rock Hotel Cancun. Francisco Garcia General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Nov 6, 2016
The hard rock Hotel was awesome. Had a real good time
Comment from Hotel Management
Nov 8, 2016 by Francisco Garcia, Hotel Management
Dear Rockstar, Thank you very much for your review, I'm thrilled to know you had a true Hard Rock experience. We look forward to welcome you again soon on your next trip to our destination. Keep on Rocking!
5 out of 5
Recommended
for Everyone
by A verified traveler from Dallas, TX

Excellent all inclusive. Fabulous staff.

Posted Nov 6, 2016
Pros: Everything. Make sure you use your room credits and visit the dolphins.
Cons: Nothing.
Location: It's centrally located and close to everything. It also has amazing security in and out of the property
Everything was great. The food, the pool, the ocean, the room, the view, the entertainment, the music (which got better selection after i think they read my initial techie while still there) I wanted 70's music lol. But above all else was the amazing staff and service. We had only good experience with Juanjo, Elias, Marlene, Patty, the check in guy, the taco lady who's name tag said Greene on it. The staff and service and appropriate friendliness never rude nor introduce was amazing!! HIGHLY RECOMMEND!!!
Comment from Hotel Management
Nov 8, 2016 by Francisco Garcia, Hotel Management
Dear carmen, Thank you very much for your amazing and detailed review! Nothing Rocks our world more than read the comments from our dear guests along with the kind kudos for the members of our passionate staff, please be sure I will let them know they truly made the difference. We can't wait to have you back at Hard Rock Hotel Cancun.