Hard Rock Hotel Cancun

The entertainment team at Hard Rock Cancun has been absolutely brilliant. Huge thanks to Jonathan, Chris, Dian, Marco, Uriel, and Omar – you honestly made our stay unforgettable. From day one, their energy, friendliness, and ability to get everyone involved (without being pushy) was spot on. They created such a fun atmosphere throughout the resort, and we ended up joining in far more than we usually would. We were lucky enough to win two prizes, which was a lovely bonus, but even without that, they would still deserve the praise. Their professionalism, humour, and genuine care for guests really stood out. If you’re staying at Hard Rock Cancun, this team is a huge part of what makes the experience so special. Thank you all for the laughs, memories, and amazing vibes you’re stars

Excellent location, close to the island and to a shopping mall with multiple stores perfect for shopping. The facilities are comfortable and always spotless. The rooms are kept perfectly clean, with a pleasant scent, and upon arrival you are welcomed with a delicious drink and a disinfected hand towel. From the very first moment, the lobby gives off a warm atmosphere and a distinctive aroma that sets the tone for a 10/10 experience. The service is exceptional. All the staff make an effort to make you feel at home, always with a friendly attitude and willingness to help. The restaurants offer phenomenal food made with quality ingredients, and the drinks are premium. The cocktails stand out for their flavor and well-crafted mixology. Room service is available 24 hours a day, with a varied and convenient menu. The hotel has a kids’ club with a pool and activities, ideal for the whole family to enjoy a safe and pleasant environment. It is a place I recommend 100%. I will definitely be returning on my next visit. A special mention to Lorena from the concierge team, who was exceptionally kind and always willing to help every time we needed something.

Felt very well taken care of the whole time. Rooms with morning sunrise views, fun activities at the pool, nightly entertainment, a range of restaurants including steak, Italian, Mexican buffet and excellent teppanyaki. The whole team at the pool area ensure you’re well set up for the day and very generous with their thoughtfulness and willingness, without any expectations. Shout out to Tachio/Tony who supported us daily. Thank you!!!

Our kids had the best experience at Roxity kids club. All the following staff members were absolutely amazing. They were so professional, caring and very detail oriented and we really appreciated everything they did for us. We would like to say special thank you to, Abby, Andy, Ale, Fer We would love to come back again in the future Thank you

We just returned from a 7-night family stay at the Hard Rock Hotel Cancun and had a great experience overall. The resort is lively, clean, and offers plenty for all ages. The restaurants were a big highlight. Breakfast at Frida and Toro was excellent - special thanks to Gray and the ladies at Toro, and Chac at Frida for the great service. Lunch and dinner at Ciao were fantastic, and room service was quick and high quality. We also loved the café and went daily; the staff there did a great job all day. The only dining letdown was the seafood restaurant (Isla), which didn’t offer much variety for seafood main courses. Rooms were spacious, clean, serviced daily. The main pool was lively, and the nightly entertainment was fun, especially the Michael Jackson show. Our only negative experience was at the 3rd-floor private pools. A staff member, Tacho, repeatedly hovered over us and was unnecessarily rude about our kids being there, despite no clear signage saying it was adults-only. It felt like unnecessary hounding and could have been handled much better. This is an excellent resort in Cancun overall 4.5/5 stars.

So here's my official review on our stay there last week: The rooms, at least ours, were awesome, very clean and fully loaded snacks and mini fridge. Having said that, if you can figure the lights out and just have the night lights on instead of EVERY light on in the sleeping area, good on you, we couldn't figure it out and neither could the people we were there with. The restaurants, they're all fantastic, with the exception of Isla. We were very let down that the only way to get good seafood was you had to pay extra, and every dish's main ingredient, was shrimp, and some of mine were still raw. Toro, Zen, Ciao all had tremendous servers, food and atmosphere, the buffet Frida was great, all sorts of dishes for breakfast and dinner to choose from. The little pizza oven outside was awesome for a midday snack with pizza, burgers, fries and hot dogs, the line was long at times, but that's my only gripe. The bars, all awesome bartenders and drinks. The pool side bars were extremely awesome having to deal with so many people throughout the day and getting the poolside servers drinks as well. The Smash Bar inside is nice, again, all the bartenders were awesome, however, at night, it's the only place to "relax" and there was certainly none of that, 2 giant LED video boards,a DJ absolutely blasting music and karaoke made it impossible. I just feel like there needs to be another option for people to have a mellow atmosphere after a day in the fun and sun. There is a bar outside but not any real place to just sit and converse with people at a table with nice chairs, we had to use the patio of Toro and made our own space. The entertainment staff, bartenders and servers, they're the sole stars of the place. Our poolside side server Oscar, genuinely one of the nicest people I've ever met, he was on it, was even kind enough to bring us buckets of water and another full of canned beer, not to mention back and forth with drinks from the bar. I don't think I truly tipped him enough, but we tipped a lot I feel. The entertainment/activities people were awesome, Zumba, volleyball, bocce ball, trivia and other various games was so much fun throughout the day. Uriel, Johnny, Christopher, Marcos, Ailynn and Omar were an absolute joy to be around, at one point they each came over to talk to us throughout the week, all even gave us farewell goodbyes upon our departure. The overall stay was fantastic, just little things I had to get used to being the first new resort I had been to my last 3 trips, but it was an awesome time and great place to stay.

We had a little hiccup when we checked in, but they worked with us and we got it all sorted out the next day. Aside from that the service at all the restaurants was great. Hector for NYE dinner was amazing, Xampala was on it with the drinks at the beach, and Angel was super at the pool bar. Spa services were great and trait was really clean, Veri and Candy did great! Zen restaurant was a blast and food was delicious.

I love this resort. The staff are friendly and fun to be with. The food is excellent. Our room had recently been renovated and I had the best sleep.. the beds and pillows are sooo comfortable. |Of special note, our butlers (Gabriel and Naef) were there to assist with all our needs. We met them on our last visit and asked to have them as our butlers this trip; as we love them as they make us feel at home.|Also, of note, is Maria in the Fare restaurant. She is so welcoming and friendly. She makes us feel special.

Pretty decent for an all inclusive resort. A wide variety of food options, especially for dinner. Pool area can get pretty crowded so you'll have to hunt for chairs. Has a wide variety of activities. Booked car service to and from airport through hotel, no complaints there. Went to a Tabata workout class at the gym. Arturo the instructor was amazing and considerate of the attendee's fitness level. Great instruction and variety of exercises.

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.

U wanna know What could improve? EVERYTHING. As the mother of the groom (my son & his bride wanted a Destination Wedding that was all-inclusive), I was really excited about this trip! The Hard Rock appeared to have it all. Located in Cancun, Mexico, our travel agent assisted us with the booking. To make a long story short- in the 4 days we were there- we needed to switch rooms 3X! Problems included: Room was damp, affecting bed sheets & pillows- all Damp, creating mold, closet doors were stuck, TV didn't work properly (audio), roaches spotted, gaping hole noticed behind bed, lights impaired, blinking on & off, non-working coffee pot, water in sinks & shower not draining properly, causing accumulation of water & odor, deck door did not lock, compromising our security. Of course we reached out to Staff, who simply suggested that we change rooms. Evidently, it's 3X the charm; imagine having to pack up repeatedly & change rooms again & again! So much time wasted. If I NEVER return to the Hard Rock again, it would be too soon! I recommend you AVOID this chain at all costs. We did ask for some form of compensation but- not even an apology for our substandard service. My advice? Do not stay here...

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.

Giving this place 1 star is generous when it should be 0. The management is the worst I've ever dealt with.. lazy, unproductive, and unprofessional. My friends & I had the worst experience ever! We entered our room and instantly noticed the dirty windows and black stains on the side of the walls with a slight odor. For a "5-star" hotel, this is absurd! Because we are aware the employees follow management expectations, we complained towards management and they said we dirtied it?? The audacity?? They also accused us of lying for leaving a mess when checking out but we left everything the way we found the already dirty place like. Terrible service & security too! The amount of times we felt unsafe as a group of tourist girls.. DO NOT RECOMMEND

I just finished up my stay here and my bathroom was infested with roaches. Called the hotel front desk, and they blamed me and said I left food out (I had literally just gotten there)??? Did they ever clean up? NO! They also ended up adding an extra $300 charge to my room for the roaches I found upon check in. Do not stay here!!!

Do not come here!!! They stole my family's and I's passport and my license. Our hotel room had DND for 2 nights straight and they still went in without permission and went through our stuff. The hotel did NOTHING to help us. They kept avoiding checking camera footages of the day they stole it. They HAVE TERRIBLE FOOD TOO. Do not come here. Unless you want your identity stolen with NO help. And hide your gum too because they also stole our big pack of gum?? like???

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.

If i could give this place 0 stars I would, stayed here for a family friend's wedding & they managed to steal a few of their passports!? You would think being a 5 Star Hotel on Google they would've had more security or resources to look at the footage of the day of the incident and not days prior! The only thing they tell you to do is call the embassy?! Don't recommend if you want your identity stolen!

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

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.

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.

I came to have a good time with music and sun. What we got bad service extra charged and bad rude people. I suggest if you want to have e a good time go elsewhere NOT Here. May you listen before you ate sorry

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.

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.

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!

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

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.

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.

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.

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.

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.

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!!

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.

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.

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.

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.

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.

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.

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

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.

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!

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 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.

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.

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

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

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.