Hard Rock Hotel Cancun

What a wonderful experience, the ambiance was great, the food was great, but wahat was outstanding was the service and entertainment. I appreciate the attention from the staff, no matter from the bar tender, waiter, hotel crew, to the housecleaning they made sure we were taking care of every step of the way. Next the entertainment: they made sure to give a show every night. Even after hours by the DJ, karaoke, pool side entertainment..Dian was our favorite, her energy was contagious, she’s so bubbly and she wanted to make sure we had a great time. She made it so much fun and made you feel comfortable and confident to have a good time. I definitely would recommend Hard Rock Resort Cancun for anyone coming g for a good time, both for Adults and family friendly.

Uriel was absolutely amazing during our stay at the Hard Rock Hotel Cancun! He went above and beyond to make sure we had everything we needed and always greeted us with a big smile and great energy. His service was fast, professional, and incredibly friendly. People like Uriel are what make the experience truly unforgettable. Thank you, Uriel, for making our trip even more special! We’ll definitely be back!

The entertainment staff by Chris, And his staff was amazing. We had a very good time. It made it really enjoyable at the resort. Definitely come back again again thank you for everything. We had a great time. I hope Chris and the staff continue to make our joy a lot of fun will definitely be back.

Malissa, Fernando and Diane are great, they take the time to inform us of all the activities available to us. Invites us to morning spin class in the water, Also the Battenders Carlos and Marcos are great took car of us and any drinks we wanted. Politics is awesome. He took the time to take care of us on the beach and our umbrellas. I love this place. I would come back again and again just because of the great hospitality.

Entertainment was great. We had Christopher, Johnny, Fernando, Diana and Omar were so into the movie trivia that got everyone at the pool was participating. We had a great time. Laura was very helpful and very involved with the kids and the activities. The pool area was very clean. The pink room was so cute. My daughter loved it. Kids Club Roxity it’s so great for the kids to also enjoy themselves.

Fernando, Jonathan, Omar, Aileen, Chris, Dian, and Melissa are part of the entertainment team and are so engaging and full of energy. They keep everyone having a great time throughout the day with different activities. They’ve made my vacation such a fun experience. The service at the hotel is also great. All staff is friendly and accommodating.

My family has been visiting hard rock resorts in Cancun for over a decade, and it is for the smaller things such as the pool activities. This morning Fernando and Christopher led a great underwater exercise bike session! There are events like this every day to make the most of your vacation stay. I would recommend anyone who is fortunate enough to vacation at this resort to make the most of it with the pool activities. -Megan ,Hall of Fame member Shout out Fernando and Christopher!

Fernando, Christopher, Jonathan and Omar make the day to day experience so fun! They truly make you feel like you have a vacation community instantly. They make every member feel special and cared for, and even encouraged to participate in every event! I would come back just for them. Jonathan’s water aerobic class is the best activity and I was excited everyday for it!

3 stars because the food is surprisingly good for an all inclusive. The beds are comfortable, the place is clean. This is totally inaccessible for anyone with bad legs. Stairs everywhere! Can't get to the beach or the restaurants unless you're climbing up or down steps. The restaurant used for the buffet even has stairs. Climb up the stairs to get your food, climb back down to eat. I would not come back here regardless of the price.

I would give them zero if I could. I had one of the most disappointing resort experiences of my life at the Hard Rock Hotel Cancun. We were there for a wedding that cost upwards of $30,000--not including the $30,000+ guests spent to attend--and the service was shockingly poor from start to finish. Let's start with the basics: the hot tub was filthy and clearly hadn't been cleaned properly. The beach was full of seaweed that they only tried to manage on the weekends. There was black MOLD on the windowsills--absolutely disgusting. Dirty, stained towels were delivered on multiple occasions, and overall, the property felt neglected and unclean. Nearly every interaction with staff felt like we were an inconvenience rather than paying guests. It was as if basic courtesy and hospitality were optional. The wedding: The wedding coordinator in particular made zero effort to go above and beyond. Despite knowing about multiple weddings scheduled that week, the resort failed to staff enough people to accommodate hair and makeup services. I was forced to have my hair done at 9 AM for a 5 PM wedding in humid Cancun weather--and I had to hire an outside makeup artist just to be prepared as a bridesmaid. Here's where it gets even worse: when I tried to add the makeup artist to my room so she could enter the property for two hours, I was told I'd need to pay a $1,500 outside vendor fee. Yes, $1,500--because of their own scheduling failure. After pressing, Suy the wedding coordinator pulled out the bride's contract--a wildly inappropriate move, considering I didn't sign it and it contains her private information. They eventually offered to "make an exception" and allow me to buy a $150 day pass for my artist. So I was penalized twice: once for their lack of planning and again with an extra charge for trying to fix their mess. To top it all off, the wedding coordinator Suy showed up to the ceremony in sneakers, blue jeans, and a band T-shirt. It was incredibly unprofessional and honestly embarrassing, especially for how expensive this wedding was. If your wedding is on the terrace, prepare to be stuck waiting in an unventilated hallway with no fan for 30 minutes while your makeup melts off. The overall vibe? Once they have your money, they stop caring. And they know it. I've been to Cancun several times and stayed at other resorts--none of them treated guests this poorly. Hard Rock Cancun is all show and no substance. I'll never stay at a Hard Rock property again after this. Save yourself the stress and look elsewhere. UPDATE: I did email the hotel and they did absolutely NOTHING to rectify the terrible stay. They wouldn't even give me my $150 back. They love to acknowledge their contract but don't acknowledge their moldy rooms or dirty towels.

Long time visitor to Cancun and this hotel. Lack of staffing, and the people here are over worked. Wait times for dinner most times are over an hour. Air conditioning is non existent in common areas including restaurants, ridiculous! Room service food and service are terrible. Quality of food and what you receive so poor. Rooms are dated and worn out, over 10 years old. Entertainment at the pool is boring lost it's high energy, afraid to amp it up. Here now and management too busy to speak to me and will leave the usual scripted message which equates to nothing.

Where do I begin? My girlfriend and I were so excited for a romantic getaway at Hard Rock Cancun, especially after shelling out for the "Paradise Pass" -- which in hindsight, feels more like a cover charge to a bad buffet in limbo. Let's start with the booking process: I originally tried to go to Puerto Vallarta. "No availability," they said. Tried Riviera Maya. "Also no availability." Finally had to settle for Cancun. Should've taken that as a red flag, but alas, love makes you hopeful. May 1st: We arrive and head to Frida's for dinner. What did we get? Cold chicken. Not "chilled chicken salad"--like, literal entrée chicken served cold. I've had better meals from a gas station microwave. That night's entertainment? The African Show. Imagine a community theater production that was rushed through tech rehearsal and set to generic drums. That was the highlight. May 2nd: My girlfriend's birthday! We were looking forward to dinner at Toro. Wait time? Two hours. Okay, fine, we're on vacation--let's be patient. But we were starving, so we pivoted to Ciao. Still over an hour wait. Finally get in, order apps, take one bite... and just leave. We didn't even fake a bathroom exit--we just stood up and left in shame and hunger. May 3rd: A ray of light! We booked the Cenote tour, and it was actually fantastic. Beautiful nature, fresh air, no broken systems, no cold food--just pure enjoyment. Turns out, leaving the hotel was the best part of staying at the Hard Rock. That should probably tell you something. May 4th: Spa day, right? We used the in-room app to book a couples massage using our $950 resort credit. Got the confirmation email--great! Went to relax at the beach, came back, and... surprise! The spa calls us and says it's only booked for one person, and there's no availability left for two. The manager, Laura, explains the app "doesn't allow you to add a second guest." Excuse me? You have a "couples massage" option... that only books for one person?? What kind of couples therapy is this? Oh--and we couldn't even use the resort credit anywhere else because everything was booked. The $950 might as well have been printed Monopoly money. Just when we thought things couldn't get worse, we tried Toro again. Got there at 6:30 PM. Another two-hour wait, which we anticipated. But the buzzer system was down, so they basically told us, "Come back at 8:30 and maybe we'll have a table, if you manifest it hard enough." We got back to our room that night to find the toilet broken. So we capped off our luxury vacation by calling maintenance because the plumbing gave up on us too. Look, I've stayed at budget motels with more consistency and less drama. This was supposed to be a romantic, relaxing getaway. Instead, we got cold food, long lines, bad shows, tech glitches, unusable credits, and a broken toilet. The only thing that worked reliably was our room key--and even that felt like a gamble. To their credit, the staff offered us a 25-minute couples massage (after the spa debacle) and a room upgrade on a future stay. Thanks, but no thanks. You don't get a redo on a ruined vacation. Final verdict: Save yourself the heartbreak. Hard Rock Cancun? More like Hard Pass.

Good: 1. The room was really, really nice - loved the layout and the amenities like the jacuzzi tub. 2. Food was decent for an all-inclusive, I also liked the build-your-own Bloody Mary bars at breakfast and lunch 3. The music memorabilia was awesome, they have stuff like Britney Spears's shoes and Cher's jumpsuit 4. Entertainment was great. The live music was excellent and little things like ceviche classes etc were a nice touch The bad: 1. I was stopped by security when coming onto the property to check in. They barely spoke English and didn't understand me when I said I was a guest and needed to check in. Really bizarre experience 2. WiFi wasn't working for an hour or two after I checked in and the staff was very blasé about it 3. Loooooong waits for the restaurants at dinner. Even the buffet had a wait at lunch. The teppanyaki restaurant was nearly fully booked for the night at 11:30am yet was empty when I arrived for my 6pm reservation. 4. Not nearly enough loungers at the pool. It was almost impossible to get a chair at all. Lastly, drinks weren't great but the bartenders were fast and friendly. I wouldn't come back but it wasn't a horrible stay.

I'm taking down our stay a star because booking the extra Bold Experiences process (a connected company thru whom HRH contracts) was very frustrating -- and getting the hard sell pitch for booking a bounce-back fifteen minutes before our return ride to the airport was annoying. (Yes the hotel stay & experience was generally very nice and the price for bounce-back fair but we don't need the hard-sell, like the "time share" pitch they try to sell some guests. We're prone to come back but they make it less likely acting this way.) Our Rock Spa service experience was very relaxing, and daily Bold "excursions" a mix: was nice to see some great attractions, but the tip-extraction shake down quite high on some activities vs others. Overall a nice experience like riding a cruise-ship without the seasickness. We liked all the restaurants -- some dishes great, some average -- but service experience consistently good and even at times great. The Italian-themed Ciao was the weakest 'fine dining' spot, but the steakhouse (Toro), new Mex mariscos/seafood restaurant (Isla, still not on their website) and Japanese/Asian (Zen) were our favorites. Teppanyaki at Zen with a bunch of strangers was a fun cruise-like experience we happen to enjoy. The Mex-dominant Frida buffet is also a nice breakfast -- and they keep the stout Bloody Marias flowing! Indeed the waits for dinner can be terrible, but personally we liked grabbing drinks in the main Hard Rock lounge or overlooking the ocean and enjoying the vibe waiting for our number to buzz. Yes you can find the watered-down Margaritas and Coladas at the beach and swim-up bars, but they also mix up stronger cocktails from better top-shelf bottles too if you ask. There are limitations: No fancy garnishes, rarer flavor accents, or even ginger beer or shaken egg white drinks. But the poor Modelo beer on tap, canned Corona, and being a Pepsi shop (thus terrible Cuba Libres) was more offensive to me than a weak fruity drink or no mules nor fizzes. Nice big pool and never a problem to find a seat. Nice clean beach access (though the waves were all red flag while we were there). And decent rooms (though smelly cleaning products) with a comfy bed and big double jetted tub rounded out the overall nice stay. Nightly entertainment was fun but so-so quality. If we were to do it again we'd not book all the daily Bold Experiences in advance, but just book a couple once there (fair deals still abound) and allow ourselves a bit more time to enjoy the core Hard Rock All Inclusive resort experience, which we missed out on too much because we were out on site visits during the day.

As a live music lover, I always appreciate the efforts Hard Rock makes to keep music at the forefront.. On this particular trip, we had one of the best mini-vacation getaways we could imagine and it included a lot of indulging and adding some perks. Live music via the stage featured Michael Jackson one night, and then a "You Are the Star" show where guests picked songs and performed on stage with a live band. We also had a pianist, an impromptu band, and a Violinist who kept the bar area popping inside one night... Oh yeah, and to close it out, we got a chance to enjoy a Silent Music Party!!! It was the way to determine who was young, old, and "seasoned" when it came to music! Pros: Red Royalty Club perks are great. When booking your room, look for a beach view instead of a lagoon as it will put you front and center toward the ocean. The Rock Royalty is listed when you book online and that will typically put you on the 3rd floor. Depending on your room, it's more of a partial ocean view, but your balcony opens up directly to a private deck that hosts 2 different pools as well as a bar & grill and personal service. What a great touch. I know when I return, I'm doing a higher status to get a higher room floor, but the trade-off will be walking out of my balcony directly onto the 3rd floor. It ain't the "party" floor, but the VIP access makes you feel special. Transition to the beach, similar perks as lounge beds with umbrellas are available for RR guests & above. We had a staff member working hard to fill our drink request throughout the day while chillin' on the beach and later learned that our RR Status (wristbands) was part of that perk. Not all the guests had that "butler service" on the beach. They had to go to the bar. While visiting I also decided to upgrade to the Birthday Package which included a variety of things from Breakfast in bed, a Mini Bday cake, a couples photo shoot, bday dinner reservation, and more. I think the only thing I didn't get was the Birthday Door Banner, but it didn't bother me. The A'la cart spot by the pool, PIZZETO, was actually really good whenever I walked by for a quick grab. Brick Oven pizzas and then during the peak times, the buffet of stuff from burgers, pizza, nachos, tacos & more. That's the spot to help with all the alcohol consumption. Breakfast/Brunch at Frida's was good. Buffet style, but lots of good options. The lunch buffet by the pool was better... Cons: Dinner was hit or miss... We had dinner a Toro's (Steakhouse) but the cuts of meat were not my favorites. Unfortunately, I had to send my back as it was cooked well done and I requested medium. Oddly, the walls are thin...I heard everything from the hallway and apparently the couple arguing next door... he should of known better... lol! Vacation club group... aka timeshare folks are hard to distinguish... so at check-in, I figured I was getting our Rock Royalty Personal Concierge... NOPE... he called after I told them pretty bluntly that I wanted to enjoy my vacation... usually, I just ignore but because I purchased a Birthday Package I figured it was to stall... that was a fail... when leaving it was deja vu... another sales pitch to other hard rock spots and they led with 'sorry for the construction story' & u now get 50% off your next stay. I get it, it's the industry and business, just not for me!

My husband brought me here for my birthday and I had an amazing time. All I wanted to do was relax and chill. Eat good food, lay out at the pool or beach and repeat. I was able to do that hear. Check in was not bad however, they do try hard to get you to join their little club to come back. The room was a little outdated but really what do u need? A clean room with a comfy bed and a shower which they had. We did not have any issues with our room. The room was stocked with a refrigerator with beer. There was a soaker tube in the middle of the room that we did not use. The amenities in the place is limited but was not bad. They had a gym wherwhere you can workout, I did not use but my husband did, and he said he could get a goof workout in. They have 4 restaurants with one of them being a buffet. I would say they had decent food and service was attentive. We never had to wait for a table but then again their was only 2 of us. Probably larger parties had to wait. They had a big pool and beach access that we used everyday. The pool would get busy and hard to find a lounge chair but the beach was open all the time. The beach was quiet and had someone serve you drinks. They even bring you an umbrella and would make sure you had some shade if it was too hot. The entertainment was subpar but was good enough to keep you entertain if that is what you are looking for. They had a show every night and had small things going on. They had other activities and games you can play. The reason I took a star off is that they are really assertive for you to come join their little club. They really are making sure you come back to a Hard Rock hotel, which is fine but I think they push it alittle too much. They would call our room at 9am and we would be sleeping so we would unplug the phone. At one point we did feel harassed but we are just good at saying no thank you no matter what. Overall, we had a great time and I left that resort feeling relaxed and refreshed. Hope this review helps

Our room smelled like mildew and had mold (which we reported), but the staff did nothing about it. A quick check on TripAdvisor shows that many others had mold issues in their rooms too. We paid for ocean view rooms, but they weren't available when we arrived, and no accommodation or refund was offered for the downgrade. The staff's behavior was appalling: they stole from our rooms, didn't change the sheets, followed our group around the hotel in an intimidating manner, and harassed us for tips, despite us tipping $25-$50 USD per meal. The staff lies about everything, so document every moment you can. We felt unsafe the entire time and will never stay at a Hard Rock establishment again.

Shitty management, terrible dated amenities. Just go anywhere else. Some guy with a three letter name (Les?) read me the riot act and soured my 3 night stay. Didn't seem to think all guests are equal. Will never stay here again. Hope this place goes the way of everything kitsch.

This a an amazing and beautiful hotel(more like resort!) paying homage to all music genres! l literally walked around and looked at instruments, costumes and photos the entire time. 6 Girlfriends went for a 40th Birthday for a 4 night getaway. At check in, you receive a plastic bracelet, which depending on the color, gets you different amenities. We had gray which was Legendary. We had a beautiful room on the 11th floor with views of the stunning turquoise waters of the Caribbean Sea and the pool area-which is where all the daytime action happens. I woke up every morning to the most beautiful view of the water. Very peaceful and relaxing. The have several restaurants but I only attended 3- Ciao for Italian, Zen for Hibachi and Fritas which was more like a buffet. Everything tasted great. I will say they are not stingy and are very generous with the alcohol. They frequently offered Mimosas and Tequila shots. Listen. Pace yourself. Our days were spent at the beach or by the pool relaxing or doing pool activities like Water Aerobics or Aqua Zumba. I was sad that I missed the Bachata lessons because I love to dance. There was always something to do or not if that is how you choose to relax. My Drink of choice was a Frozen Margarita rimmed with Tajin. But my favorite drink was created by the Bartender, Brandon, at the Smash Bar, called "The Angie"(it sounded so much bette when he said it). He told me what was in it several times. All I know is that it tasted amazing. They had a different shows each night at an open air Ampitheater next to the hotel. I went to the show representing Micheal Jackson(which was actually pretty good), and the African Acrobatics Show which was also amazing. They didn't have a nightclub per se but the Smash Bar area was the hangout each night. There was a large amount of seating in the area and the Bar never closed. They had Kaoroke one night, a DJ With a Saxaphonist and a Violonist who wer both amazing. I had a good time listening and watching the crowd get into it. Staff and People vacationing were very friendly. It was an amazing visit to an amazing Hotel. I saw memorabilia from The Bee Gees(one of my al time faves!) and , of course, the greats like Prince and Micheal Jackson and the Police. Mix all of the amazing memories with the beautiful Mexican Sun and beach and you have a winner on your hands! We will be returning soon.

This was the worst customer service I have ever received. Staff is very unfriendly. They can't even force themselves to smile at the front desk. Very rude when you arrive and check out Check in and check out took forever. It seemed like everyone had a problem they needed fixed, and the staff would let you stand at the counter for five minutes before even acknowledging you or telling you to go over to another window. At check in a man working there grabbed us and told us to come sit at a table. After 20 minites, we realized he was trying to sell us another trip I also had the "marketing" people call my room 3 times and were so pushy I had to hang up on them. I wasn't the only person to say this. On our last night , there was an error made by our travel agent and they had us checking out a day earlier. I was at the pool and my family was on an excursion. I went to the room and my key didn't work. I went to the front desk and they told me I had 10 minutes to get my stuff out of 2 rooms, For 4 people I stood in the lobby explaining the situation for over an hour in my bathing suit They were not interested in helping me. They said the only way I could stay is to pay again. They said if Apple called to fix the situation, they would refund my card right away and it would take a couple of days to get my money back. I ended up paying $1500 to stay another night so I have now paid apple vacation and Hard Rock a total of $3000. Apple called in and emailed. Every time I went to the front desk to check on my credit, nobody knew what I was talking about. They would not look at the notes from apple or even try to help me. They were not sympathetic to my situation at all. They said talk to Concierge. I talked to concierge and they seemed to care more but said the front desk is in charge and they couldn't do anything. I checked out this morning and they were rude again. They said I should receive a credit in a month or so if apple called in but they wouldn't look to see if I had a credit coming I realize this was the airline and Apple Vacations fault but Hard Rock could have fixed the situation if they wanted to. Several people told us from the front desk they had zero vacancy. Then after I paid the $1500, they miraculously had a room for us . Rooms are very outdated. They have the old dirty jacuzzi tub in the room We had 2 rooms and one room was cleaned only once the entire week and that is after I specifically requested it. It took an hour and a galf to get 4 bottles of water The second night we were there, they did construction on a bar at the pool all night long. I'm glad I paid extra for the ocean view so I could hear construction while I tried to sleep instead of the ocean. The 3rd night they had a Mexican wedding on the balcony outside our room and they plaid very loud Mexican music until 10:30 pm. We couldn't even hear our tv. Not one person had any sympathy for our situation. I had previously booked a facial at the resort. After I was locked out of my room, I tried to cancel the facial, and I explained the situation. They told me I still had to pay for it. They didn't care about the situation I was in. We paid $11,000 for 5 nights and had very poor treatment from front desk. While I was on vacation I spent a total of 4 hours trying to resolve this situation during the week. Don't stay here - I wish I would have read all the yelp reviews. I can't believe their claim to be almost 5 stars. Look at all the bad reviews. I would put negative if I could

Stayed at the hard rock for a wedding and I had a good time the last 2 days I was there but the the beginning was very rocky and worst customer service at the front desdesk. They gave a room with a horrid view instead of the lagoon view and claimed it was for pictures purposes only (flase advertisement) I was looking at the roof with the ac in which made loud noises all night. The toilet wouldn't flush and it smelled like old mildew. When I express this to the manager all they did was tell me this is what I paid for and they will change my room but I had to be out by 12 pm yet wait till 4 or 5 pm the next day to get a new room, so I basically wasted almost 2 whole days going back and forth with them about it , honestly i work in the hotel industry so it blew my mind how bad they did to make things right. I did attach a picture of the so called lagoon view they gave me. Then later that day I fell by the pizza bar going to pool area to sit and eat my food n drink my pina coloda. my flip flop broken due to falling and i went to the front desk for help, I've told them of the situation thinking they will be helpful , but I basically didn't get any help instead they kept implying I was lying about falling and getting hurt. My lower back still hurts and it's been over a month from this incident. I felt like they don't care about their guest. They took me to the hotels concierge to do and incident report but no success he kept saying what you do to fall and if there was witness , like yes you're employees one tryed to help me up and every guest outside saw me fall what you mean? the guy (concierge young guy with glasses) kept saying no, but you do to fall , you had to do something to fall and refuses to make an incident report ,so I went back to front desk and spoke to a manger about how I was being treated by the concierge and how he refused to give me a report all they said we'll there's nothing they can do he's the only person that can give me one , if I was sure I didn't want to go back to him and continue talking to him! Like excuse me I just told you what he said and how he dismissed me. They lady's at the front desk just gave the round up and said sorry we can't do anything else for you like wow seriously you guys don't care I got hurt I swear I was so vivid I wanted to cry from being brushed off , I paid almost 2grand for 4 days n 3 nights and this how they treat people, I've never experienced such unprofessional from a hotel and made me feel like I was in the wrong for falling and getting hurt. The food was mediocre , steak was over cooked, but the pizza and drinks where good and decent, other than that this hotel was horrid the 1st 2 days, so not worth the money please go to a better place for much less money. I regret coming to the hard rock cancun and it's ashame so much money with shitty customer service from the front desk and mangers employees. Worst experience at a hard rock hotel.

What a mess! It is hard to believe that this hotel is part of an international chain. This is "spring break" 365 days a year. If you come - not recommended - do not consume any food and drink only beverages that come from closed containers. I feel very bad for the staff members who are trying hard.

Absolutely the worse customer service . I can never refer them to anyone. We walked in to the hotel to shop at the hard rock. Upon entering the establishment security asked for our ID which was fine. We then walked 500 years to the hotel entryway and was asked for ID again and that they would hold till we left. It was really strange and then we received an escort to the rock shop. Itza was a nice gentlemen that escorted us. When we entered the shop immediately a woman followed up and than said I broke a large cup. I said I had no idea what she was referencing. She said my purse hit it. I said I didn't break anything. We go up to the counter to pay for a shirt and the manager said we had to pay for the broken cup . I said I didn't break it. We walked out of the shop and Itza met us again and we expressed the poor customer service. He apologized . Now this is the worst part-- as we were leaving the hotel the manager of the store was waiting outside the hotel and confronted us. Told us we could NOT leave the premises until we paid for the cup or she would call the police. At that point I got really scared that she would escalate it so my husband went back and settled it. In all the years we have traveled - never have we experienced such a frightening moment where someone was threatening us by demanding something be paid. Not only will I never step foot into another Hard Rock Cafe but I'll ensure everyone I know about the circumstances. This was not an entitlement issue. I always pay for mistakes . This was more like harassment of the worse kind. Simply traumatizing at best.

BEWARE-- they will try incessantly to scam you out of your hard earned money with a ton of nonsense marketing schemes during your stay. The VIP / membership breakfast is awful food and business plan for them. It is a scam. Also....TERRIBLE FOOD. Worst food of my life. My elementary school cafeteria food would be better. I feel awful saying this because I don't want to be disrespectful or unappreciative but...my hard earned money was disrespected and unappreciated by the hard rock institution with their disgusting dog food that they served us and the constant attempts to market/harass with upselling stuff all throughout our vacation time. We considered leaving but didn't know where else to go to avoid this nonsense so we decided to stay make the best of it. Meal times were the worst times because of the disgusting food. The beach, pool and entertainment were all really great.

Wonderful! Paradise! I did not want to leave! Their customer service was a 10 out of 10! My hubby and I were here for a friends wedding! Which was beautiful on the beach! So we did the all inclusive package! Drinks, food, and sun bathing! I did not want to come back! Clean rooms and great room service! I needed ice at 4am and within 5 mins they showed up! Every morning I woke up to an egg omelette with cheese and a mimosa! Like I said paradise! Definitely recommend!

Loved this vacation. Late March. Weather wonderfully warm. My family of adult children and 1 grandbaby (8 months old) never ran out of things to do. The beach and attendants were fun. They brought our lunch out and made sure we had plenty to drink. We ate at all the restaurants except Zen. Breakfast at Frida was great. One daughter is celiac and she always had plenty to eat. Never had cross contamination. Lunch was at the beach and then out on an excursion. No problem with gluten free nachos and French fries. Supper at toro, ciao and isla sur were all good. Plenty of GF. Including dessert. We like isla sur the best with ciao a close second. Everyone was helpful. We were able to exchange our bigger peso bills to smaller ones for tips. We were always able to get questions answered quickly. Vacation planners set up our airport transportation and excursions to Tulum. They had great ideas and never seemed to be bothered by our questions. My 2 daughters are both very good Spanish speakers and the waitresses and waiters always chatted with them. We are leaving as big fans!!

Nice stay with the hubby on vacation!!! Soooo gorgeous you won't regret it !! Seriously the service was incredibly unbelievably great !! Definitely would love to come back !! Much love from M.I.A ¡Buena estancia con el esposo de vacaciones! Tan hermosa que no te arrepentirás!! ¡En serio, el servicio fue increíblemente increíble! Definitivamente me encantaría volver!! Mucho amor de M.I.A

The Hard Rock Hotel in Cancun is nice, clean, well maintained. The food is good and so are the drinks. But we will still likely not stay here again. As soon as we checked in we were met by someone trying to sell us a timeshare. Right in the hotel lobby. We also found out that "all inclusive" is not accurate. There are certain areas and events that are "VIP only". The pools and swim up bars were acceptable but other all inclusive resorts we've stayed at even have pool side service. The bars are all indoors and therefore way too loud. The Zen restaurant was very good. Ciao and Toro? I have no idea. Couldn't get in. The buffet at Frida is pretty good and a lot like what we're used to although on a slightly smaller scale. When we checked out, more sales push to book another trip and save $200 dollars. Even after I told them l'd rate this stay a 6/10. This was an interesting change from our usual resort but even with the Hard Rock atmosphere and memorabilia we'll be going back to our regular ALL INCLUSIVE resort next time.

Great hotel for couples looking to chill during the day and have some fun at night, all on property, The resort has plenty of pools, bars, restaurants and lounging areas. At night the entertainment staff puts on shows and other activities. Note: if you upgrade to the rock royalty floor, the personal assistant is misleading. They book reservations for you and can get extra pillows. The only good thing about this level is the access to private pools on the 3rd floor and you can take one flight of steps to get to your room versus waiting for the elevator. Food is ok. There's variety on the buffets but the best food is available at the restaurants during dinner. You will need a reservation for all of those. We tried the steakhouse and the Italian restaurant and the food was very well done. Definitely a good opt for foodies and IG food pic takers. The beach is pretty with only minimal seaweed. However the amount of beach is not deep. Only room for maybe two rows of loungers. Also there are sections for "owners/members" so space is limited. Good feature is the beach side service cocktails by the ocean on comfy cushioned loungers was one of the highlights of our trip. The property is nearby a luxury mall and La Isla mall that's mix of high end brands like LV, YSL and Gucci but they also have H&M, Foerver21 and a 100 sunglass shops. Also if you are craving Starbucks they have one. It's a quick 30 min walk or hop the bus right in front of the hotel. Note: the beaches are public property so there will be ppl selling everything from cigars to wood carvings. Also there will be police patrols, so do not freak out at the armed officers riding in four wheelers w: AK-47's.

Other than food poisoning, DO NOT EVER sign up for their "membership." Nearly 10 years later, I cannot get them to top calling (incessantly) and asking me to renew. I cannot get off their call list. THEY ARE SCAMMERS - Do not trust these people or this business. I hope they will one day reach out and take me off annoying list of calls - I'll take down this review when they do remove me from all future calls. If you see this review, they are still constantly spam calling me.

The hotel is just too big for individual treatment unless you spend more money and buy a butter which we did have with our package. There isn't any vegan food here. I was literally hungry here until our butler arranged food for us the last two days we were there. Our butler had days off during our 7day stay and there wasn't a person to take his place. Also our butler did offer to assist us on his day off but we felt guilty calling him on his day off to work for us so we didn't. We came for a wedding, the food at the wedding was delicious and that is when I realized that they do have good food here, but where? Room service sucked.. took too long food was cold and just gross. We finally realized the good food was at the pool. That is where we at most of the time expect for the last two days. The resort is beautiful and big, you will need a golf cart to get around at $105 per day and you can't take them off the resort. Or you can wait on the overcrowded trolley that comes by every 10 minutes and hope there is room for you. That is what happened and we eventually got a golf cart. They do just a party in one of the many middle areas with tons of good food, we missed that we were at the "private" romantic dinner for two... it wasn't private..you are at a table with your person by yourself but there are like 10 other tables and couples there too. We were upset because we asked the concierge what was going on so we can make sure not to schedule dinner on a day the resort was doing things and they assured us we wasn't. On a Saturday night they didn't have a DJ and the only place to go was the club inside the casino... it is free before 10pm, all you have to do is go get a wristband before that time and you can come and go as please. It was so Smokey in there I didn't even make it past the door. It reminds me of Vegas, it didn't give an authentic Dominican experience. Now what I will say is that the employees seem to be really happy. Hard Rock process them transport to and from work, as their gas prices are $5.00 a gallon and some of those guys make about $100 a month.. Hard Rock is doing a service for their employees.

The food isn't that great. The rooms are ok. Great view tho. Customer service needs a lot of work on, especially the girl at the pizza bar she's super rude. The pool guy Edwin is super nice and makes sure you get a chair by the pool. Might be the only nice person on at the hotel. They provide shaving kits and a shoe polisher but can't accommodate feminine hygiene products. The spa is good, had a massage and facial. There is not much to do here. A lot of construction going on. Diana pushes you to do a 5 star review and even scans the QR code, grabs your phone and tries to enter it, but she has no idea what's going with your stay. First time here not sure I will come back.

This hotel isn't especially high-end, but it's OK. My husband and I visited while staying at Secrets the Vine last week next door bc I collect the Hard Rock pins from every place I visit. It was like getting into a prison - we had to sign paperwork at the main gate, sign more paperwork at the hotel entrance, and then give my husband's ID to them which they kept until we left in a safe up at the front. A security guard followed us around as we went to the Rock Shop and then went into the gift shop down the hall. I assume they were worried we were going to try to get a free drink or something, but we didn't have wrist bands and couldn't do that anyway? Either way, I'm glad there is tight security to protect the guests but it was a bit much and somewhat off-putting to us.

We're back!!! We couldn't help it!!! Here's more friends that take of us!!! Another amazing vacation!!!

This hotel was okay, however, there could be better hotels in the zone that you may want to try first. Was here for a destination wedding and it was all inclusive. Most of the restaurants have set hours and could get old very quickly after the first few days of a trip. The alcohol was watered down; so carefully think about the all-inclusive before purchasing. I had a king size room with a hot tub in it. However, the hot tub had a stain on the flooring and was not sure if it was cleaned at all. The rooms have super thin rooms where you can hear conversations and footsteps which made sleeping a little bit impossible; in addition, the loud music coming from the courtyard and the amphitheater added to the noise issue. Last time I was in Cancun, I stayed at the JW Marriott and that place at least to me was the better option. However, the entire place closes down after 11 or so; It also had a family vibe to it so pros and cons. Hard Rock at least stayed open with the 24-hour cafe. A lot of the staff are super helpful and go out of the way to help you. Using the phone from the room to reach anybody is a nightmare, especially vacation planners and the front desk. I just gave up and went downstairs. We also seemed to caught some form of food poisoning on our last day there grabbing breakfast at Frida. The beach in front was okay but I prefer the one in front of JW Marriott next door. After all said and done, I would probably stay at hard Rock again, but it would not be my first choice because of the poor sound insulation.

This is the third hard rock resort I stayed at. Check in was really fast. Unfortunately the rooms they gave us were awful- ground floor with balcony facing the pool and the room was next to the boiler room with what sounded like 200 washing machines running at once. On top of that you had to take an elevator up then walk down the hallway to take another elevator DOWN and that second elevator was broken. They told us this was an upgrade!! It took a lot longer to negotiate for a new room than should've, especially as we later found out the hotel wasn't even full. The walls are also paper thin and if you were unfortunate enough to get a room next to screaming children and the service/supply room with carts and staff shouting all day and night - then prepare for minimal sleep. I ended up sleeping with headphones on which is not comfortable for me. The restaurants were hit or miss and the only consistent one was the buffet. I was also disappointed that their burgers weren't that good. One night we had steak and it was great and the next night it was bad. I have no idea why that was the case. The 24 cafe was nice and we enjoyed pastries at all hours. The juice they have during the morning hours was also very good. Positives- best beach of the Hard Rock resorts I've been too. The beach strip isn't big but the sand is soft and the water isn't too cold. There were plenty of lounge chairs and the staff will carry one out to your choice of spot if you want and dig a hole and set up an umbrella for you! The pool area is very small though. Our package included a choice of activity or spa and we picked daily spa. I'm not sure I could say that I needed a spa treatment 6 days in a row but I enjoyed it immensely. The only downside was the spa has just treatments, no pools or saunas or any other services. If you're not too picky about food and you want to sit at the beach, then this is a good hotel choice.

10:46 Hard Rock Hotel Cancun We stayed for 4 nights. We did the Rock Royalty upgrade. There were suppose to be all these amenities attached to the package however we did not receive them. Our personal assistant Carlos, while I've seen he's good reviews, we did not experience that and I honestly didn't know what they were for outside of making us reservations for the restaurant which weren't the days we Wanted. I wasn't impressed with that aspect. Maybe because were not " members" The room was fine, on the 3rd floor, walk out to the VIP pool Area. Not optimal but convenient because we didn't have to wait on elevators and it was easy to go to a bathroom. Food was decent but nothing that really blew me away. Shows were good and they had a Halloween party which was fun. Their beach is small and not as they have pictured, so we ended up spending more time at the pool. You are also harassed by vendors. Only had our room cleaned 1 of our 4 nights, due to their every other day policy Drinks were ok, mostly had to ask for double shots. If you are looking to relax, this is not your place Their sales pitch is pretty relentless as well.

y of 5 traveled to the Hard Rock Cancun on 12/23 for a much anticpated vacation we had booked thru RCI. Upon arriving at the gate guard we were informed we were not on the guest registry of guests arriving that day. We gave them our confirmation number and we were allowed access. I went into the lobby at 9pm, we were the only people checking in, the front desk attendant waited 5 minutes before acknowledging my existence. Then she informed me I had to get my entire family together to get the wrist bands. I did this and provided her with my confirmation number. At this point she asked me to take a seat because her supervisor needed to speak with us. I asked her what this was regarding. I said we were exhausted from traveling all day and just wanted to get to our room. She told me take a seat. At that point, the reservation supervisor on duty, Suyapa Rodriguez, told us that that the Hard Rock did not have a room for us and would be sending us down the road to the Ava resort (a sister resort) which I had never heard of and wan in a totally different/more remote area. At this point we stated this was unacceptable. We wanted to stay in the resort we reserved months ago, spent a lot of money on and that we were familiar with. We asked to speak to Suyapa's supervisor. As this point Leopold Septulyura came out to speak to us. He repeated they did not have a room for us at the Hard Rock Cancun. He admitted they knew that morning they did not have a room for us and still allowed us to travel out of the country without giving us prior notification. They had security (in a somewhat threatening manner) walk us out and put us in a taxi and sent us 30 minutes down the road to a "sister" resort we had never heard of and knew nothing about. We were scared and confused. The new resort was back by the airport where we had just come from. We had been told by the Hard Rock we would be given a like-kind suite and would be treated like VIP's due to what we had been thru. More lies. We did not want to leave but security escorted us to the taxi and we were in a foreign country at night with our children so did not feel we had a choice. When we got to the new resort (the Ava resort) they had no idea we were coming. Additionally, we were told they had no suites available. We were supposed to stay in a two bedroom ocean view suite. Instead, we were put in two regular hotel rooms down the hall from each other. They said they did not have adjoining rooms or rooms next to one another so we were completely separated from our children. Because we were shuttled back and forth all night we did not arrive until 11pm and we were informed all of the restaurants were closed so we were not able to eat after traveling all day and paying for all inclusive that day. We were told that we needed reservations for all the restaurants. The next morning we waited in the long line to make reservations and were told they could only make reservations for two night for all of us. They informed us we should have made the reservations before we got there. Obviously, this was impossible since we did not know we would be staying there. The new resort "opened" in July and it became apparent they were not ready structurally or management-wise to be open. There was construction going on constantly. Elevators did not work, hallways leading to unfinished areas with graffiti etc. Both our shower and the children's shower drain leaked like crazy and we had to call over and over again to fix. There was a rain storm and the entire hotel flooded everywhere. Water gushing down the walls, water pouring out of light fixtures and from the window wells. After this storm the entire resort smelled like mold, especially when the AC was on, which was non-stop. Pool service and service at the restaurants was incredibly slow. The staff was lovely and funny, but clearly they were completely overwhelmed. I will also say the food was great which you never know with an all inclusive. Drinks were very watered down, but typical for a all inclusive. I picked the Hard Rock due to it's location Downtown Cancun and the fact it was on the public bus line. The Ava resort is in a very remote location right next to the airport. The bus did not go there and we actually had to cancel an excursion we had planned because the tour company would not travel that far out to pick us up. Additionally, we had planned to take the bus to the ferry to go to Isla de Mujeres. This would have cost us $5, instead we had to pay $189 for a shuttle to the ferry depot. Finally, we were pretty much stuck at the resort instead of being able to explore downtown Cancun via the bus like we had planned. Additionally, we chose it due to the reviews and pictures of the gorgeous beach. The beach at the Ava is pretty much non-existent and disgusting. There is seaweed everywhere and trash all over the beach and water. It is located in a cove so the seaweed and trash does not have anywhere to go. Their soluti

While this is technically an all inclusive with what looks like nice restaurants, you won't actually get seated in one of these restaurants unless you line up like cattle 30 minutes before they open. Multiple nights we got in line to be told the wait is 2 hours. Ok that's fine. I asked how many families ahead of us. They said 9. 2 hours later I checked in as I assumed we would be seated soon. Still 4 families ahead of us. So they seated 5 tables in 2 hours!! This is definitely metered so they serve less food and people end up eating outside. Absolutely would never come here again. So overpriced for what you get and I've been to lots of all inclusive resorts. 0 out of 10. Don't waste your money or time.

do not book at Hard Rock Cancun, we brought a group of 29 to celebrate the life of my late father and we had the worst possible experience. People in our group were racially profiled, there was mold in the rooms, we were hounded for tips by staff (after leaving a tip), a group was banned from the hotel without evidence (We asked to see video footage & was turned down), and more. Do yourself a favor & stay elsewhere

ZERO STARS This is absolutely a HOTEL; NOT A RESORT. It is also old and I feel the online pictures are deceiving. NOT HANDICAP FRIENDLY while there are some ramps most are not well placed, narrow and require sharp turns. There are also several places and activities completely inaccessible unless you can climb large sets of stairs including the very small and lack luster beach. NOT FAMILY FRIENDLY I would consider the kids place the best part of this "resort" without a doubt but it was also clearly an afterthought since you have to leave the hotel and walk to the front of the property to access it. There are also no other kid centered areas or activities which is odd for a "family friendly resort." Additionally there is no dress code or restrictions for family friendly areas and while I am not for policing clothing at all it just seems reasonable that people would be mindful of overexposing themselves in front of children but that was NOT the case, near nudity from males and females. WATER EVERYWHERE It also should have been an immediate reg flag that they have permanent, decorative caution wet floor signs everywhere. There is constant condensation because the hotel hallways and lobby do NOT have air conditioning. Hotel room doors are not easy to open and close as a result. There are no runners or mats near doors so when it rains, everyone tracks in the water and the ceiling leaks in multiple places, especially in the gym. MANAGEMENT DOES NOT CARE Don't bother complaining or asking for assistance. All the "managers" claim to have no power to do anything and they are constantly waiting on someone hirer up to give approval for reasonable accomodations. Ultimately they want to get you out of their face and stall hoping you don't come back. They sincerely don't value your time or opinion.

The staff are great, everything else is very bad. When I returned home I got sick with food poisoning from this hotel. it is not just me but majority of my family.

The guards at the gate "got rid of us" as we walked from the JW Mariott to dine at their hotel. Glad to give my USD to another business.

I've been lucky to experience many Hard Rock Hotels over the last few years. From Daytona Beach to the Lake Tahoe shores. Unfortunately one of my favorites in Las Vegas sold in 2019. The wife booked her birthday trip many months ago to the Cancun Hard Rock all inclusive property, hoping Covid-19 would be a thing of the past. I've been begging to return to Cancun since our last trip in 2018. Both of us were looking forward to this 7 night stay, which we booked through Costco Travel. Landing at Cancun airport we literally walked right through customs. There was no waiting in long lines and the airport was empty. Arriving at Hard Rock we were greeted by valet and our luggage was marked and taken away so we could check in with Angel. I was more than impressed with Angel and the information he provided regarding the newest CDC regulations of having to now provide a Covid-19 test to re-enter the states. One of the great things about the Cancun Hotel zone is how close it is to the airport. It's less than a 30 minute ride. I try to live each day as though the next could be my last, so my message is this...if you have been hiding inside since March 2020 it's time to come out! These properties are cleaner than ever and not fully occupied. Those of you who have been traveling have been reaping unforgettable experiences of staying in places half occupied. I'm not really sure why Hard Rock Cancun is only 3 stars on Yelp. After my 5th night here it's clear that staff is all about 5 star service. From house keeping, room service, the buffet, and the fine dining restaurants. Everything has been excellent. About the only thing I couldn't get here was ice cream through room service, as they only do desserts like Oreo cookie cheesecake. I'm guessing because ice cream melts quick lol. So I just went to the buffet and got it in to go cups, easy. Seki our pool/towel guy had sunglass spray he was cleaning our shades with after he filled our ice bucket with bottled water! Nestor our pool server was bringing the drinks every time one was empty. Ivan a server inside the main bar was always willing to bring us whatever we needed. Hard Rock Cancun was paradise!!! I do recommend upgrading to the Rock Royalty level as it gives you access to the 3rd floor pools, outside grill, and top shelf bar. It has an adults only pool where the pool chairs are super upgraded with padding. It's nice to go up to the Rock Royalty 3rd floor pool and take a break from the party at the beautiful infinity main pool. The views from the Rock Royalty pools are amazing and if you look at my posted pictures a lot of my shots are from the 3rd floor pool. Our 11th floor, ocean view, jacuzzi tub,king room was nice. The bed was quality and I don't have any complaints. I highly recommend Hard Rock Cancun resort. The beach is amazing, pools beautiful, service top notch, it's up to you to bring your booty on down.

Disappointed. We have stayed at other Hard Rock Properties in Mexico and without a doubt this one was the worst on all levels. We arrived and the hotels fountains were broken and turn off the water was dirty- not a good start. Our check in took over an hour to get helped and then our rooms were not ready, We were a group of 120 people and no one had rooms ready at 3 pm. We had an room with a great view but we had no Air conditioning for two days and it was hot hot. The employees were not overly friendly did not go out of their way to offer help or directions.The spa was not a day spa it was individual rooms, no locker room no showers no changing areas. I received a body scrub and it was suppose to be 50 min and I added a 10 min facial on as an extra. My entire experience was less than 40 min. for $350. Was the worst spa I have ever been too. Our large group had many things promised and Hard Rock fell short at every level

I would never come back to this resort, this was my first and last time staying at a hard rock establishment. There was a dead roach stuck on the cabinet for the fridge. The staff only seemed concern about taking your money but really offered no customer service and most of the stuff looked outdated down to the jacuzzi in the room that should have been white but was stained yellow. All but two of the channels are in Spanish as well as most of the instructions in the room

I recently attended my sister's wedding at Hard Rock Cancun, overjoyed and excited to be a part of such a monumental moment in her life. What my sister was promised, and what she received, were two very different things. Hard Rock-Cancun contracts their event planning and travel through a company called Destination Weddings. My sister was deceitfully enticed to use those services based on empty promises and shoddy representation of what she would expect her perfect day to look like. 1. The Private, Serine Beach Wedding. The photo Destination Weddings advertises doesn't even come close to what you get. During the rehearsal, I got to witness 20-30 strangers occupying the immediate area of where the wedding was due to take place while I watched a guy in his Speedo walk down the aisle my sister was due to trapse down. Apparently Hard Rock only owns the first 20-30 feet of the beach the rest is public property. Hard Rock cannot ask for the beach goers to clear the area which is what prompted my sister at the last minute to move the wedding site to the 12th floor Terrace. Also, playing during the event is the pool DJ cranking out all the latest hits, so don't anticipate being able to hear your entry music. 2. Destination Weddings detailed the amount of money my sister could expect to be refunded based on the amount of nights her guests booked. She met the conditions of her contract and is still still locked into an ongoing dispute with Destination Weddings over a refund due to her. 3. My sister paid $3000 for a DJ to play preselected music and also MC the wedding. We didn't find out until the reception was due to commence that the DJ didn't speak English. He also didn't play any of the pre-selected songs. Rather than enjoy his niece's wedding, our uncle had to assume the MC role. 4. The wedding planner forgot to place my sister in laws hotel bracelet back on her wrist after she cut it off for photos, causing her to get tossed off the beach and denied entry back onto the Hard Rock property the next day. Make sure your bracelet matches the room level you paid for. My parents paid for the why the people Rock Royalty experience, but were given the incorrect wristbands during check-in which resulted in them being turned away from using the 3rd floor amenities reserved for that package. 5. Rooms are a bit tiny. Watch the floor, it's slippery. I had a couple family members take a fall because they slipped on the tile outside their tub and shower. 6. The views don't disappoint and the water is very blue. Like the turquoise color you want to see in Caribbean waters.

We had a great time at the hard rock. The shows were great and everyone was really friendly. The hotel is starting to show its age in certain spots but the service is great. Everyone is very friendly and it was never a bad experience from the staff. The food options are pretty good. Just stay away from the Pizza spot if you love pizza. Room service was terrible though. The drinks are terrible and not consistent so stick to beers and straight shots if you are a drinker. They do usually have top shelf stuff though so it wasn't to bad. Mimosas were also good. I would def go back but after exploring other options.

By far, this was one of my favorite Hard Rock - all inclusive's. We had the most amazing presidential suite with a wrap around porch with a view from all angles! It was beautiful, and the staff made it even better. Jesus/Principe was the best server by the pool, and Noe was the best bartender (the green tea shots )! Our butlers , Jessica (Yessi) and Rorro, blew us away with their compassionate service and kindness. We had a private dinner on our porch that was a once in a lifetime event, and our server Angel was so amazing! Every single staff member had a smile on their face and took care of us, we didn't have a single bad day! PS: isla for lunch (ask for Santos!!!!!) has the best shrimp aguachile and Frida for breakfast has the best buffet! We will be back!

This is the WORST HOTEL to stay at, definitely DON'T WASTE YOUR MONEY. PICK SOMETHING ELSE!!! 1. RUDE STAFF - Rupheno, as well as the manager (with a ponytail). 2. Breakfast - 0/5. Nasty buffet, the food was cold. 3. We were not welcome - Felt like we were not welcome there! Every time we entered or left the facility, a full name check with ID and wristband was super annoying and took a long time. Even though we went in and out of the hotel many times. 4. The pool closed on Saturday for maintenance for a couple of hours when we wanted to go for a swim. 5. They will take advantage of you because you have no choice. I had the manager tell us, "if you don't like it, go somewhere else." By far the worst hotel I've been in, definitely ruined our TRIP!!!!!!

Why do I keep hearing "I don't know" from the staff at the Hard Rock in Cancun? From breakfast times to ingredients in items on the menu. The differences between other restaurants. Recommending an alternative restaurant but not knowing that their recommendation is closed. Not knowing how long dinner might take. Not knowing the process for wifi. I needed to add an extra 0 at the end because my room was only three digits. It took a few calls backs and transfers for people to figure it out. Not knowing why my room wasn't cleaned, Not knowing rates of tours outside of the hotel. I get it the hotel wants a cut but don't lie to the guests. As concierge it should be your job to know going rates for a ferry to Isla Mujeres instead of trying to push tours that aren't even complete with transportation. The staff should spend more time knowing so guests can make decisions instead of waiting. I asked the person behind the host, "what kinds of meat" were being served. He had no idea but through tour some guesses. If you really do not now point out the barcode or have menues available for guests Do they really not know? Don't want to know or easy excuse. Estimates on restaurants wait times amount of foods required should be trended and have the staff ability to answer intelligently. This place needs some training, I don't fault the staff, it's the establishment that lets it happen. And it doesn't stop the staff from being pushy about típs either. There was almost an argument between our main server and someone who we happen to stop and ask for help. Instead of being appreciative a comment was made and we were made to feel like we did something wrong. And yes we were reprimanded for asking someone outside of our main server. The food has been really good though. At least the buffets and mariscos places. El Toro is not worth the wait. Head across the street to Porfiria or Up north to Sonora Grill instead.

I would absolutely never recommend this hotel to anyone. While the Hard Rock brand is usually solid, this location in particular does not adhere to those typical standards of excellence. My group, which was all African-American, was habitually followed around and watched unlike other guests. In addition, they attempted to shake me down and have me pay for a guest not staying at the hotel (staying at the Westin down the block) that I spent time with, despite me meeting the person on their premises and the person's unchecked entry due to their own security's negligence. When I non-violently and non-aggressively refused, they (a brash, prejudiced young manager named Polo Gutierrez) had me handcuffed and sent to the police holding cell. There is likely a deal in place here as the police do not document here, and they charge you $500 for release (feels like a kickback to the hotel as they were itching to arrest me for basically nothing). I was not even able to post anyone in my party that they were arresting me, and had it not been for some fellow US citizens that happened to see me being carted away and tell my party, no one would have known where I was for hours. They also did the same to the guest they didn't monitor arriving on their property, who by the way was a diminutive 30yo woman who works a white collar job that they chose to slam on the floor while she wore only a bathing suit. This place is corrupt and racist. I travel frequently and while not all experiences are as one would hope, this was the worst customer service by any hotel provider I have ever experienced. They also still charged me for guest I did not invite there once I returned from jail (threatening to arrest me again if I did not) and made me promptly leave despite having prepaid for the next evening. They also had a guard watch over me the whole time while I was given only 10 minutes to pack. I have frequented Hard Rock's across the world, but as a result will never stay at one again.

I booked 8 nights for myself (51) and 19 year old son. We had Big expectations - we were definitely let down. We arrived off of a red eye. Showed up at 830am and were told our room would be ready at 4pm. Fair enough. I told the bellman I would hold on to my bag so I could change clothes. When I brought our bags to him after changing, he made a stupid remark to the extent "I told you that you would need to drop the bags w me". We were told they'd email if a room was available sooner. At 345 we walk up, and they said the room had been ready for us. Thanks for the email. Would of loved locking our passports and valuables sooner. We went to the pool and grabbed a couple chairs. Service at pools and restaurants was great. Food was mediocre at best. Zen has a hibachi. But you go, you get no say in your meal. You eat what everyone eats. The rib eye at the steakhouse was probably 1/4 inch thick. The pasta at the Italian joint was cold upon delivery. Pool burgers were about the best option. But you can only eat so many of those. We were not accosted by sales people. Our "check-in" guy asked where my sons mom was and we said back in San Diego. I was told they probably took this to assume we were still together but can't sell me a timeshare w/o her there. So, if you don't want to be bugged, tell them your spouse is elsewhere. However, my son and I have spoken about an annual Hard Rock trip to visit various resorts. I may have been interested in their packages. By the end of the trip, I was SUPER happy we didn't sign up for anything. Our door lock was broken. We went to the front desk 10+ times for new cards. We were told to keep them away from our phones. It did not matter- they worked 1x then dead. On the 8th night I was so frustrated I went and asked to change rooms for our final night. I was TIRED of walking up and down the stairs getting new keys. We were treated like 3rd class citizens and only after getting upset, did they allow us to move. Why bring stress into someone's vacation? Everyone at the front desk was annoying to work with. Barely helpful. Almost felt we had a "tag" on us saying we were not "time-share members" so ignore at will. The pool was super nice. But the regular people have all the pool chairs reserved by 9am. Get there early if you want a seat (there isn't enough for most guests). The music is not consistent. A range of AC/DC to club music to romantic 70s love songs. Drinks were not strong. Ask for doubles. They hide good stuff so don't be afraid to ask (Tito's, Grey Goose). Entertainment at amphitheater was good. Just not much of it. Overall, a 2.5 star experience. A working room key may have brought this to a 3-3.5. Dealing w the front desk so much was simply obnoxious.

I'm in Cancun Mexico @HRHCancun and I just experienced BLATANT discrimination in the gift shop. My husband (DC police) and I walk in,l, there are 2 employees stocking shelves and 4 other customers. Neither of the 4 other customers were being helped. Yael the female associate decided to get up off the floor once my husband and I entered. She did not greet us, cool. As she stood up, 1 of the customers approached her to come and ring him out. As she walks towards him, I am behind her with with husband by my side. I'm walking to the shot glasses. However as we're moving, Yeal gestures to her male coworker by pointing her head and her finger behind her but towards my husband and I. Basically saying "watch them". She did not say "please assist them" or any verbal communication at all. 4 other non black customers in the store but only we needed to be watched. The concierge manager on duty basically brushed me off and told me that his employee said it was a misunderstanding. He told me he didn't care if I wrote a bad review. I've been here since 4/18 and up until this point everyone had been so pleasant and kind. I regret having to write a negative review, but this was such an infuriating experience for me. The concierge supervisor LETZ needs to be terminated. I have already read other negative reviews about him. And before I just got his name, something told me he was the same guy I had encountered. He's bad for business

I stayed at the Hard Rock Hotel for three nights for a friend's wedding. This was my first all-inclusive experience and it was nice to check it off the bucket list. I'd compare the all-inclusive experience to going on a cruise. Yes, you're in a foreign country. But it's not an authentic experience. You're not learning about the foreign country's culture. It's a different kind of experience. One of excess and relaxation. One, all-you-can-eat. You can get food 24/7. During normal hours, there are various buffets for breakfast and lunch. There are multiple places to get food by the pool. You can order food from a waiter at the beach. For dinner, you have a bunch of options. Mostly Mexican, American, and Japanese food. You can order room service at any hour. Two, all-you-can-drink. It is a pretty amazing feeling to be able to have a drink at any time of the day and not care because you're on vacation. 10 a.m.? Why not! Given the location, I mostly focused on tropical drinks and Mexican beers. Three, the scenery. It is a beautiful resort. Crystal-clear beaches. A beautiful pool area. Really, the entire resort is kept in tip-top shape. This includes the rooms. There were a couple of things that kept the resort from being a five-star experience. One, if you're asking for directions or any other relevant information from a member of the staff, they're most likely to either not know or give you false information. You ask three different people and you get three different answers. This shows poor training on the part of management. Lastly, and maybe this is tied to management, but they have a club at the resort. It was open Thursday but closed Friday and Saturday. What?! How is your club open on a Thursday and then closed over the weekend?! Really, since this is a resort and people are on vacation, it should be open seven nights a week. At the very least, it should be open on prime party nights like Friday and Saturday. Doesn't make any sense.

This was a mother, daughter and granddaughter trip! We really enjoyed ourselves so much. Breakfast at Fridas was so nice. Angel and Carlos were always so kind! Pool side, Prince was our prince! Thank you for being so kind and always helpful! The activities people and DJ were always fun! Thanks for making us feel safe. I feel that is the most important part of the trip. Also something I loved to watch was the people with the Hawks. I talked to a few of them about what they do. So interesting. Thanks for this perk. It's nice not to have birds flying down and taking your food! Ha! Thank you for a special time. Oh and Arely in the gift shop!! She is precious!

Worst experience I've ever had. Stay far away, all they care about is your money, they will make no attempt to make things right if you get food poisoning at their restaurants. We arrived in early November 2021 and my partner ate the chicken con molle, only meal she had all day, and then within two hours was shivering and had to keep using the bathroom all night. This continued for 3.5 days until I was able to find a mobile private Dr that gave an IV. Initially The hotel sent up a Dr, referred us to a hospital they are partners with called Hospiten, and of course the hospital would not accept our health insurance just to add to the frustration. The hospital they referred us to wanted a $2k down payment just to give an IV. Got back to the hotel, all lip service, "we're so sorry is there anything we can do?". Yes I would like to know what the hotel's policy is when a guest gets sick from eating your food and the 5 day $2k stay is completely ruined? "Sorry there's nothing we can do, over 1200 people ate but no one else got sick". Total BS, we have a Dr's note proving it was food poisoning so the hotel is basically saying not our problem. I've fought it all the way and am now talking to an attorney to see what options there are. Food was awful on top of that! Stay far away and spend the extra money to go somewhere better. Total waste of time and ruined our vacation.