Ratings based on 381 Verified Reviews

They paid and stayed. We double-checked.
4.2 out of 5
85% of guests recommend
4.4 Room cleanliness
4.4 Service & staff
4.2 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
5 out of 5
Recommended
for Everyone
by A verified traveler from Marabá, Pa

PERFEITO

Posted Jan 14, 2016
Pros: Atendimento e Conforto.
Location: Hotel bem localizado, próximo ao Plaza La Isla (centro de compras e que também tem um aquário com nado para golfinhos).
Hotel muito bom, funcionários sempre prestativos e dispostos a te ajudar, garçons o tempo todo atento para ver se você quer mais alguma bebida, seja no bar do lobby ou da piscina. Serviço All Incluse perfeito, primeira vez que vejo esse tipo de serviço com pratos a la cart, assim você escolhe direto do cardápio e seu jantar sai quentinho direto para você, e para quem preferir, também tem restaurante com buffet, limpeza do hotel impecável, quartos confortáveis, entretenimento com shows, musicais, festa na piscina, praia ótima, enfim, tudo perfeito, se tiver oportunidade vale a pena conferir. Ah, e para quem tem crianças, eles tem um Clubinho com atividades direcionadas para eles.
Comment from Hotel Management
Jan 30, 2016 by Chadi Bou Said, Hotel Management
Óla Lucas Estamos agradecidos por seu comentario tão detalhado e tambem felizes de ter lhe proporcionado uma estada extraordinária e que tenha podido curtir nossa extensa variedade de instalações e restaurantes, Ficamos a sua espera nas suas próximas ferias no Cancun, México com o exelente serviço que ja conhecem. Muito Obrigado! Chadi Bou Said Diretor do Caribe Hard Rock Hotel Cancun
4 out of 5
Recommended
for Everyone
by A verified traveler from Canada

Wonderful Hotel

Posted Jan 13, 2016
First time at an all inclusive resort. My wife and I enjoyed the experience very much. Staff was very friendly and helpful.
Comment from Hotel Management
Jan 29, 2016 by Chadi Bou Said, Hotel Management
Dear Paul Thank you so much for your perfect five star review. I am so happy to hear our world class Rockin' Crew was able to provide you with memories during your time with us. Chadi Bou Said Caribbean Zone Director Hard Rock Hotel Cancun
4 out of 5
Recommended
for Everyone
by A verified traveler from Lee

Nice hotel but little bit old building

Posted Jan 8, 2016
Food was good but room service was so so. Beach was good.
Comment from Hotel Management
Jan 29, 2016 by Chadi Bou Said, Hotel Management
Hello Thank you so much for taking the time to post your review regarding your last stay at Hard Rock Hotel Cancun; I am thrilled to read your kind words about our food offer, facilites and location, but specially your remarks on service quality; it makes all the hard work worth it every second Expect the unexpected Chadi Bou Said Caribbean Zone Director Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from Melbourne, Australia

ABSOLUTELY AMAZING I NEVER WANT TO LEAVE...

Posted Dec 9, 2015
From the moment you enter the hotel you are treated like a rockstar, Hard Rock was so welcoming. The room was amazing we were given a free upgrade. Room had a spa and was oceanfront. Absolutely amazing resort i want to go back. Highly recommend this hotel. Make sure you do all inclusive its a must.
Comment from Hotel Management
Dec 28, 2015 by Chadi Bou Said, Hotel Management
Hello Amie el Expedia Thank you very much for your great review, is my pleasure to read your comments about your recent vacation and how much you and your family had enjoy Hard Rock Hotel Cancun. Thank you especially for kindly recommending us, looking forward to greet you back soon and ready to roll out the red carpet for our cherished rock stars! Kind Regards! Chadi Bou Said Caribbean Zone Director Hard Rock Hotel Cancun
3 out of 5
by A verified traveler from Mexico City

Todo Incluido Remodelado

Posted Nov 21, 2015
Pros: El ambiente del Hard Rock y las actividades para los adolescentes
Cons: Los Alimentos y Restaurantes
Location: Esta ubicado en la zona hotelera muy cerca del Ritz Carlton y a poca distancia del centro comercial la Isla y Plaza Kukulcán
Es el antiguo Cancun Palace Resort, con el concepto del un Todo incluido que es como si estuvieras en un crucero te dan de comer muchísimo y la calidad de los restaurantes y alimentos es regular a mala.
Comment from Hotel Management
Nov 24, 2015 by Chadi Bou Said, Hotel Management
Hola Agustin Apreciamos y agradecemos por tomarse el tiempo para compartir sus apreciaciones con nosotros. Me disculpo sinceramente por no haber cumplido con sus expectativas esta vez, permitame asegurarle que serán revisados cada uno de los puntos a mejorar que tan amablemente menciona en sus comentarios acerca de los alimentos y restaurantes. Esperamos nos regale la oportunidad de cambiar su perspectiva en su siguiente visita. Saludos. Chadi Bou Said Caribbean Zone Director Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from Penang, Malaysia and Orlando, USA

Hard Rock on the beach

Posted Nov 20, 2015
Pros: Service, music, location and the staff.
Cons: The rooms are a little tired, primarily because of the workmanship. Hard Rock should take a look at a Shangri La hotel and follow their example.
Location: On a fantastic beach, but not too much to do close by. Mainly hotels. Museum close and bus to town and market right outside, however fantastic resort.
Fantastic location, right on the beach. We visited off season at the beginning of November 2015 and the weather was changeable, but the hotel more than made up for the inclement weather we experienced over a couple of days. ALL the staff were fantastic and the service was beyond the call of duty. There are six restaurants from buffet to Asian and everything in between, so great choice and the food was good everywhere. Probably because of the season we had no problem getting into any of the restaurants, without booking. Of course there was music everywhere, but having been brought up in the era of rock music, my wife and I loved every minute of it. The good news is that after about 1.00 AM everything was very peaceful. There was entertainment throughout the day and each evening, therefore plenty to enjoy. We particularly loved the music and entertainment around their fantastic infinity pool. I had read earlier reviews, which complained about the staff, management and continuous hassle from condo salespersons, but we only had good experiences. They had a new manager when we visited and he must have invested in a significant amount of staff training and it has really paid off. There are no longer any condo salesman and the staff service was outstanding with constant follow up, if you ever requested anything. All of this at an all inclusive price. Not inexpensive, but well worth it!
Comment from Hotel Management
Dec 26, 2015 by Chadi Bou Said, Hotel Management
Hello John and Shelly Thank you for the awesome review. Nothing pleases us more to hear comments like these from our guests. It is very encouraging to hear your feedback about your experience at our resort and it motivates us to continue working hard to achieve every guest’s satisfaction. We hope to welcome you again and provide you with the stupendous service that characterizes us at Hard Rock Hotel Cancun. ROCK ON! Chadi Bou Said Caribbean Zone Director Hard Rock Hotel Cancun
5 out of 5
Recommended
for Everyone
by A verified traveler from Los Angeles, CA

Wonderful resort! Can't wait to go back!!

Posted Nov 14, 2015
Excellent resort! Beautiful hotel, amazing friendly, attentive staff, delicious food, beautiful beach, great music, amazing shows every night, super fun activities at the pool everyday and at the bars at night! The staff is always making sure you are having enough to eat, drink, and having fun!! Special recognition to Victor with the entertainment staff, waiter Carlos at restaurant Ciao, and waiter Carlos at restaurant The Marketplace!
Comment from Hotel Management
Jan 29, 2016 by Chadi Bou Said, Hotel Management
Dear Melissa Thank you so much for taking the time to let us know about you and your family experience, I am happy to learn that during your stay, our staff responded in a promptly manner and our food and beverage offer was to you and your family satisfaction not to mention our entertainment team; this is the result of hard work and passion of Hard Rock Hotel Cancun's staff. Expect the unexpected!! Chadi Bou Said Caribbean Zone Director Hard Rock Hotel Cancun
2 out of 5
by A verified traveler

This is a party hotel

Posted Oct 31, 2015
There are some good things about the hotel. The pool is lovely, the staff are friendly the hotel is on the beach. It is a party hotel though so it depends what you are looking for. We thought the rooms were a bit tired and there is a loud speaker with games all day lots of drinking and foam parties, not really a family place. The staff are v friendly but if you have a qu it falls apart.
Comment from Hotel Management
Dec 3, 2015 by Chadi Bou Said Caribbean Zone Director, Hotel Management
Dear Morgan I'm sorry that your expectations have not been met, we take seriously our Love all - Serve all values including each and every one of our visitors and considering all your needs with attention to detail ; Hence the success of our brand and has thousands of visitors each year experience our services and care. We hope to welcome in the near future.
2 out of 5
by A verified traveler from VA (DC area)

Honeymoon disappointment, fooled us once.

Posted Oct 30, 2015
Pros: Food staff were very friendly and professional.
Cons: Room cleanliness, food taste & selection, front desk professionalism.
Location: Malls and other shopping nearby. Excursions not too far.
Check-in started off poorly. For our Honeymoon, our room was not ready upon arrival at noon for 2 hrs. When it was our King Ocean front view's bathroom was horrendous. Mold along the shower and grout lines! Glass shower was filthy with human hair throughout tub! Think gas station bathroom. We informed the front desk and they only offered two double beds. Two double beds for a honeymoon couple?! We paid for a King but were given the doubles. We asked for the manager but never spoke to one. We voiced our complaints to multiple people including front desk staff, Legendary Membership staff, customer service representatives. No action. The food itself was so-so. You will not be blown away by the taste of the food or the options. Upon check out are room keys were de-activated 30 minutes early. We were just surprised at how disappointing the experience was. The food staff were friendly. This will be the first and last visit at the Hard Rock Cancun. Please consider if you plan on attending this hotel. Guests should not have these experiences. We understand errors, but patrons should be the priority. The front desk staff could have remedied our room error. They even placed another couple in our original dirty room. We felt bad for those folks. Never again. The son of the owner would not be happy if he knew this was going on at his establishment. Hopefully our experience will not happen to the next couple planning a vacation here.
Comment from Hotel Management
Dec 28, 2015 by Chadi Bou Said Caribbean Zone Director , Hotel Management
Hello Jacmittens Please, let me start off by apologizing for falling short of your expectations, I appreciate receiving feedback from our rockers. We strive to deliver true experiences that rock and I am sorry to read we did not impress you this time, all matters in your feedback are getting checked closely for the different department managers, I am sure that if you give us the opportunity to show you what our property has to offer you will become our raving fan.
4 out of 5
by LISA Q.

Family trip Mexico

Posted Oct 30, 2015 on Orbitz
Hotel was a cheap make over. Not very made over. Kind of dirty really. Was a let down. Brought my 14 year old who had a blast. Rooms need major work. View amazing. Hot tub out dated and old took up 1/4 of the room. Service great and friendly. They were amazing. What we spent was too much for the hotel. Will not be back.