Ratings based on 227 Verified Reviews

They paid and stayed. We double-checked.
4.1 out of 5
83% of guests recommend
4.4 Room cleanliness
4.3 Service & staff
4.2 Room comfort
4.2 Hotel condition
They paid and stayed.
We double-checked.
3 out of 5
by A verified traveler from New York

Lovely beach, great view from room.

Posted Aug 27, 2015
Pros: The room and the beach.
Cons: The food quality, the furniture in the lobbies are old.
Location: During our stay (6 days and 7 nights) we visited Isla Mujeres and Chichén Itzá – lovely places, definitely recommend.
The beach and pool were beautiful, the beach had a lot of seaweed on the shore. I expected better quality in the food, but the rooms were very clean and comfortable.
1 out of 5
by A verified traveler

Never aging stay there they are rude

Posted Aug 24, 2015
Noooooooooooooooooooooooooooo It sucks there and they are rude and very disrespectful
3 out of 5
by A verified traveler

Nice hotel. Biggest problem was check in.

Posted Aug 17, 2015
Pros: The swimming pool was a fund place.
Cons: Food-the pork was very tough. The taco extras--like tomatoes, onion, salsa, guac--were in uncovered displays with tiny plastic spoons.
Location: Great location on the beach. Lots of standard beachfront activities for an extra fee.
Biggest problem was check in. Made reservations on Expedia mobile site. Asked for double beds on the site, but the reservation was only for one person and I couldnt use the APP to change the reservation. I called Hard Rock Cafe Cancun reservations (Luis) and they confirmed the double beds and asked them to change from 1-2 people and "Luis" told me to deal with the front desk and it would be no problem-without an additional charge. When I arrived at the front desk wanted an extra $320 for my 18 year old son. I wanted to leave, but they said my reservation had no cancellation option-so I was stuck. We called Hard Rock reservations. Luis was not around, but Alejandro offered a small $80 discount so I took it since my young son at fallen in love with the Rock memorabilia and didnt want to forfeit my original $400 reservation. So, I'm not sure who is at fault and understand that two people cost more than one at an all inclusive hotel. But this was a terrible way to start a visit to a hotel.
4 out of 5
Recommended
for Everyone
by A verified traveler from Colorado

Hard Rock All Invlusive

Posted Aug 8, 2015
Great Location, nice beach and friendly staff. Beautiful pool and amenities. We went deep sea fishing and caught our own Mahi-Mahi. The chef, Francisco, cooked it up amazingly for us. Our waiters Romero and Damian at Ciao were fabulous! Good food at most restaurants. Suggestion - Hard Rock should play more classic rock music verses the techno music that was played. The pool side entertainment DJ should be minimized to an hour and allow for more music time.
Comment from Hotel Management
Aug 14, 2015 by Chadi B., Hotel Management
Hello, Thank you for sharing your comments, we really appreciate you took the moment to mention the staff that rocked during your stay, we will let them know. Hope to welcome you again soon. Regards
5 out of 5
Recommended
for Couples
by A verified traveler from Gladstone QLD

The best holiday ever!

Posted Aug 3, 2015
Pros: Location, quality, staff, value, pool & rooms.
Cons: More soundproofing needed in the rooms- you could easily hear people coming back in the early hours of the morning.
Location: It's a beachfront property parasailing off the beach, the bus stop is out the front to the shopping plazas & you can catch a taxi anywhere in the zone
We cannot say enough nice things about this place. The staff are so friendly & will go above and beyond to ensure you're happy. The pool & building are pristine. The food is delicious & the cocktails are even better. We will be back for sure. The security guards at the front gates were thorough too, much better than any of the ohter hotels in the area- this made us feel safe. All round- this was the best holiday spot we've stayed at.
Comment from Hotel Management
Aug 14, 2015 by Chadi B., Hotel Management
Hello, Thank you very much for your comments, we are thrilled to hear that you had such a great time, and enjoyed the staff service, specially the security gards at the front gate. Looking forward to seeing you again soon. Chadi Bou Said General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from tamaulipas

Excelente estancia de 4 dias

Posted Aug 2, 2015
Sobretodo la cortesía de todo su personal, amigable, que te hacían sentir cómodo, lleve 2 niños, les encanto una area especial para ellos, el show diario diferente, cada día para todo publico, playa limpia Siempre con mantenimiento, ubicación excelente, en la mejor zona de Cancún, recomendable 100%, por ultimo que profesionalismo del animador del teatro , sin duda, felicitaciones.
Comment from Hotel Management
Aug 15, 2015 by Chadi B., Hotel Management
Hola, Muchas gracias por tus comentarios, en un gusto el saber que toda la familia disfruto de su estancia con nosotros desde el Kids Club hasta la playa, también agradecemos sus amplias recomendaciones. Esperamos verlos de vuelta para otras vacaciones al estilo rockstar. Chadi Bou Said Gerente General Hard Rock Hotel Canucn
5 out of 5
Recommended
for Everyone
by A verified traveler

Great

Posted Jul 31, 2015
Great hotel, but the swimming pool water was not clean
Comment from Hotel Management
Aug 13, 2015 by Chadi B., Hotel Management
Hello, Thank you for your comments, We appreciate your kind remarks, we will take them to improve our service and facilities. Regards
3 out of 5
Recommended
for Everyone
by A verified traveler

Nice hotel

Posted Jul 18, 2015
No complaints except for housecleaning which never shows up and we have to go looking for her or keep calling front desk. Also they don't leave you alone about joining their rewards program they hawk people. Not what I care for in the future.
Comment from Hotel Management
Jul 22, 2015 by Chadi B., Hotel Management
Hello, 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 with housekeeping, 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 bur clearly missed the mark in this case.
4 out of 5
Recommended
for Everyone
by A verified traveler from Dallas, TX

Middle of the hotel zone

Posted Jul 11, 2015
Pros: Beautiful pool and lots of bars. The white sand and clear water are everywhere in Cancun, but it's worth mentioning.
Cons: Some of the plugs are coming loose from the wall and trip when used, maintenance could be improved.
Definitely party central, but alot of families were here too. I wasn't a big fan of the food, the buffet wasn't bad at breakfast, but left alot to be desired at lunch and dinner. The italian restaurant is best but it gets busy quickly most nights and they don't do reservations. At the bars be sure to ask for specific premium brands of liquor if you prefer, otherwise they use the cheap stuff. I also recommend getting a shot on the side if you're looking to get tipsy. Our room was also upgraded upon arrival, this was a great surprise. It was double the size expected - our friend who traveled with us had the standard size without the living/dining space.
Comment from Hotel Management
Jul 19, 2015 by Chadi B., Hotel Management
Hello, Thank you for sharing your comments with us, We are glad to hear that you got upgraded at the moment of the check in and enjoyed the room. we are going to share your comments with the food and beverage manager, your feedback is really importat to us. We hope to welcome you again soon. Chadi Bou Said General Manager Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from new waverly texas

Wonderful in every way

Posted Jul 5, 2015
Wonderful, great service and food. The people were the best in everything
Comment from Hotel Management
Jul 7, 2015 by Chadi B., Hotel Management
Hello, thank you very much for your comments, Looking forward to welcoming you again soon. Chadi Bou Said General Manager Hard Rock Hotel Cancun