Hard Rock Hotel Photos
Recommended Reviews - Hard Rock Hotel
Start your review...
Reviews With Photos
We stayed for 5 days and overall it was manageable (our room smell musty and damp). What was most disappointing was that the pool was closed at 1:00 PM for maintenance. More than 3 hours later, it was still closed. Considering this is an all-inclusive resort and quite expensive, this was a major downside for us. Pool maintenance is important, but guests should not lose access to such a key amenity during peak hours. The pool should be properly maintained on a regular basis to avoid extended closures. Unfortunately, this significantly affected our experience, and because of these issues, we would not return.
Pros; Great location, cool memorabilia and shows . staff very friendly , awesome fish tacos and Asian cuisine good . Cons : Management doesn't seem to care . Food although most was tasty was way too Salty , extremely salty ( all restaurants), Toro restaurant food was cold , server also forgot our salads . 2 days in the hotel ran out of Sauvignon blanc wine! 5 days later still none( so much for all inclusive) Could go on about little things like ran out of coffee cup lids etc. but rant over . To many other good choices if they don't care .
We stayed for a total of 4 days over the past week. While we did enjoy our stay for the most part we had several issues that truly need to be addressed. First we were aware that we did not have a reservation for an oceanfront room in one of our reserved rooms and understood that when the hotel is booked we may not get a chance to change this, but we were surprised that we could not be changed even just for a day even with the ability to pay for the upgrade. Moreso the room that we were put in had so many issues that we werent able to compare it to the other rooms on our reservation. 1) Being directly in front of a horrendous dirty, bird poop filled roof structure next to the pool bar with zero privacy made us unwilling to even stay on the patio. Cleaning supplies and dirty water even fell from the room above when we did sit outside. There was also stains found multiple times on different comforters. 2) the jacuzzi tub was not properly cleaned and had yellow residue when used in each one of the rooms. 3) the shower and shower head was full of mold and the shower head was much less powerful than the oceanfront view room. Also our shower door would not close completely. 4) old contacts were left from the last guest on the counter and floor and after asking for a clean room 2 times in the first day they were still not removed from the bedside counter. The oceanfront rooms were also not cleaned for two days and we were left without clean towels nor toilet paper. When we asked a staff member to see if they could call housekeeping for a clean, he said, "don't worry about it, they come everyday." 5) little amenities like the dimming lights and not having the same iPhone dock, or being given any body lotion or body milk like the other rooms just did not seem fair. 6) with the elevator being out of commission I believe it took very long to get up and down so needing to walk stairs as much as we did just is not how an all inclusive resort should feel. 7) the dinner reservation app barely worked. And needing to go to several restaurants to find someone only to be told they didn't have a reservation system there or that they had closed their reservation system for the night. Along with that we couldn't even switch a dinner time from 6 to 6:30 and this was at Ciao, which was definitely the least busy that night and we were still not even served our entrees until 2 hours after our reservation. On a previous day, one of the individuals in our group was trying to make a reservation for Toro for the following evening. With the app not working, I spoke to multiple staff members at both toro and Isla, only to be told that nothing could be done. One staff member even told me that my room number "did not exist" even after showing her my wristband and a picture of my room number. We were eventually able to get in the day off, but the process was incredibly frustrating. Aside from this the quality of food and several of the locations was very lack luster and the options available to us was limited, especially considering the difficulty we had making reservations to the restaurants. This was particularly frustrating as the quality of food and available options and amenities was at a much higher level when I visited the resort 12 or so years ago. 8) after struggling to get a drink at the bar one night, a bartender told one of our guests that they needed to cater to those who had been giving more tips. But that we would be served soon. Also in the last night of our stay, we ordered wine on the tablet in the room and it never came. 9) trying to book a ride from the airport to the hotel before we arrived was such an ordeal just because we were on 2 different flights that landed at the same time, we had to book through CARM and had an amazing experience with no issues with them. 10) after booking an isla mujeres excursion with vacation planners, last minute we noticed there was an error and had one less person on our order then our group size. So we had to email vacation planners and told we needed to find the person who helped us. That was earlier in the morning and it was already 9 pm with our excursion going to be in the early morning. We were just lucky enough to find someone right before they left who made the switch very easy for us. All in all, there just felt like a constant amount of issues after having paid so much, especially for an all inclusive luxury resort like this. We are rarely people to complain and are not hard to please but we just felt like everyday there was another issue.
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 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.
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!
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.
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
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.
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.
1 year ago
16 days ago
This was my first time staying at a Hard Rock Hotel and will likely be my last. For a brand built on rock music, big personality, cool guitars, it seemed like a good vibe, but overall, this hotel fails to shine through its age and mustiness. Hard Rock Cancun feels more like a faded backstage pass. *AMBIANCE* The hotel is noticeably dated--worn furniture, tired decor, and not well kept. In some guest hallways and rooms, you are hit with a strong MILDEW / MOLD smell the second you walk in, which was an instant red flag and made it hard to appreciate anything else. We had to switch rooms after the first night from the smell which gave me a headache. We also noticed condensation leaking from the AC, broken furniture, cracks in the walls, etc. Now the best part was probably the beautiful beachfront location, large pool facility and getting to see the oceanfront view. *FOOD* If you want to eat dinner at the themed restaurants (Hibachi, Italian, Steakhouse, Seafood), you have to reserve a time slot on their app. The app was quite glitchy. The food had its moments, but overall, it felt like the chefs were playing a game of culinary roulette. Some dishes were good enough to make me hopeful, while others made me question every life choice that led me to that buffet tray. I would say the best spot was the pizzeria, it was fresh, though pies were gone in seconds once they came out from the oven. *SERVICE* Upon instantly checking in, you feel like you are herded like cattle by being passed onto their concierge that tries to sneak in a timeshare presentation. That said, service at this hotel felt more reactive than proactive. Overall, for a 5-star hotel, it certainly felt a lot lower than that. If you're looking for a clean stay with 5-star service, I'd probably look elsewhere. read more
2 months ago
We stayed for 5 days and overall it was manageable (our room smell musty and damp). What was most disappointing was that the pool was closed at 1:00 PM for maintenance. More than 3 hours later, it was still closed. Considering this is an all-inclusive resort and quite expensive, this was a major downside for us. Pool maintenance is important, but guests should not lose access to such a key amenity during peak hours. The pool should be properly maintained on a regular basis to avoid extended closures. Unfortunately, this significantly affected our experience, and because of these issues, we would not return. read more
7 months ago
Pros; Great location, cool memorabilia and shows . staff very friendly , awesome fish tacos and Asian cuisine good . Cons : Management doesn't seem to care . Food although most was tasty was way too Salty , extremely salty ( all restaurants), Toro restaurant food was cold , server also forgot our salads . 2 days in the hotel ran out of Sauvignon blanc wine! 5 days later still none( so much for all inclusive) Could go on about little things like ran out of coffee cup lids etc. but rant over . To many other good choices if they don't care . read more
5 months ago
We stayed for a total of 4 days over the past week. While we did enjoy our stay for the most part we had several issues that truly need to be addressed. First we were aware that we did not have a reservation for an oceanfront room in one of our reserved rooms and understood that when the hotel is booked we may not get a chance to change this, but we were surprised that we could not be changed even just for a day even with the ability to pay for the upgrade. Moreso the room that we were put in had so many issues that we werent able to compare it to the other rooms on our reservation. 1) Being directly in front of a horrendous dirty, bird poop filled roof structure next to the pool bar with zero privacy made us unwilling to even stay on the patio. Cleaning supplies and dirty water even fell from the room above when we did sit outside. There was also stains found multiple times on different comforters. 2) the jacuzzi tub was not properly cleaned and had yellow residue when used in each one of the rooms. 3) the shower and shower head was full of mold and the shower head was much less powerful than the oceanfront view room. Also our shower door would not close completely. 4) old contacts were left from the last guest on the counter and floor and after asking for a clean room 2 times in the first day they were still not removed from the bedside counter. The oceanfront rooms were also not cleaned for two days and we were left without clean towels nor toilet paper. When we asked a staff member to see if they could call housekeeping for a clean, he said, "don't worry about it, they come everyday." 5) little amenities like the dimming lights and not having the same iPhone dock, or being given any body lotion or body milk like the other rooms just did not seem fair. 6) with the elevator being out of commission I believe it took very long to get up and down so needing to walk stairs as much as we did just is not how an all inclusive resort should feel. 7) the dinner reservation app barely worked. And needing to go to several restaurants to find someone only to be told they didn't have a reservation system there or that they had closed their reservation system for the night. Along with that we couldn't even switch a dinner time from 6 to 6:30 and this was at Ciao, which was definitely the least busy that night and we were still not even served our entrees until 2 hours after our reservation. On a previous day, one of the individuals in our group was trying to make a reservation for Toro for the following evening. With the app not working, I spoke to multiple staff members at both toro and Isla, only to be told that nothing could be done. One staff member even told me that my room number "did not exist" even after showing her my wristband and a picture of my room number. We were eventually able to get in the day off, but the process was incredibly frustrating. Aside from this the quality of food and several of the locations was very lack luster and the options available to us was limited, especially considering the difficulty we had making reservations to the restaurants. This was particularly frustrating as the quality of food and available options and amenities was at a much higher level when I visited the resort 12 or so years ago. 8) after struggling to get a drink at the bar one night, a bartender told one of our guests that they needed to cater to those who had been giving more tips. But that we would be served soon. Also in the last night of our stay, we ordered wine on the tablet in the room and it never came. 9) trying to book a ride from the airport to the hotel before we arrived was such an ordeal just because we were on 2 different flights that landed at the same time, we had to book through CARM and had an amazing experience with no issues with them. 10) after booking an isla mujeres excursion with vacation planners, last minute we noticed there was an error and had one less person on our order then our group size. So we had to email vacation planners and told we needed to find the person who helped us. That was earlier in the morning and it was already 9 pm with our excursion going to be in the early morning. We were just lucky enough to find someone right before they left who made the switch very easy for us. All in all, there just felt like a constant amount of issues after having paid so much, especially for an all inclusive luxury resort like this. We are rarely people to complain and are not hard to please but we just felt like everyday there was another issue. read more
4 months ago
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. read more
Business owner information
Customer Care ..
Dear Hannah, thank you for sharing your experience with us. We are…
1 year ago
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. read more
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. read more
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! read more
1 year ago
1 year ago
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. read more
5 months ago
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 read more
2 years ago
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. read more
2 years ago
Business owner information
Customer Care ..
Dear Patrick,…
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. read more
2 years ago
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. read more
8 months ago
9 months ago
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. read more
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! read more
Business owner information
Customer Care ..
Dear Parris, thanks a lot for such kind words, we are sure our team…
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. read more
Business owner information
Customer Care ..
A.J, Thank you for taking the time to share your experience with us.…
9 months ago
9 months ago
9 months ago
1 year ago
Business owner information
Customer Care ..
Dear Leslie, Thank you for taking the time to share your experience…
11 months ago
1 year ago
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. read more
Business owner information
Customer Care ..
Dear Essz R,…
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. read more
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. read more
3 years ago
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. read more
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. read more
Business owner information
Customer Care ..
Dear Chris,…
2 years ago
2 years ago
Business owner information
Customer Care ..
Dear La. F,…
Page 1 of 9
More info about Hard Rock Hotel
Hard Rock Hotel Reviews in Other Languages
Review Highlights - Hard Rock Hotel
Why does Yelp recommend reviews?
23 reviews that are not currently recommended
The reviews below are not factored into the business's overall star rating.
4 years ago
1 year ago
8 years ago
3 years ago
10 years ago
6 years ago
7 years ago
6 years ago
12 years ago
2 years ago
4 years ago
4 years ago
6 years ago
7 years ago
11 years ago
1 year ago
6 years ago
2 years ago
5 years ago
2 years ago
