TripAdvisor Traveler Rating

Had a great time as always at Hard Rock Cancun. A quick ride from the airport and check in was a breeze, as a Hall of Fame Legendary member. Shout out to our butler, Jessy, who was amazing, and the mai...n sushi chef for always taking care of us! The staff in general, even the bell staff, are excellent and always very friendly. It was a perfect mixture of fun and relaxation and I look forward to returning in December!

It was an excellent experience. The attention and assistance we received from Jessy M. was extraordinary, she went above and beyond to make sure our trip is one to always remember. Great family friendly ...activities and accommodations Thank you Jessy

Purchased the all inclusive package. Upon arrival we expected to be able to eat Steaks, lobster, and the higher ends of food without a extra charge, unfortunately the menu's of food are very limited and no...t only that there was a wait to eat at majority of restaurants unless you like buffet style. Very disappointed in the food, wine options especially after the high cost of staying at the resort. The resort it self was nice but found it very ridiculous we had to wait to eat and limited food options without extra charge. Wish I would have know that prior to staying. The staff was excellent but again very disappointed with the food.

Not as good as two previous trips. The staff at the Toro restaurant reception were not friendly or cooperative. The shower in one of our three rooms was not properly cleaned up upon arrival. ( see photo).... The staff on the Rock royalty level were outstanding and the service was excellent. I was surprised to learn at check out that I would receive no points from the unity awards program at hard rock for a stay for my three rooms at resort. Time for an overall refresh at the resort. Going to be hard to return given quality of this facility and check in staff.

Whilst i’m sat in the lobby waiting to depart with pure excitement i write this review. I personally feel half the reviews on here are fake because there’s no way on earth people enjoy this place. PLEASE ...READ FOR AN HONEST REVIEW AND IM NOT A DIFFICULT PERSON. I have stayed at multiple Hard rocks but this place is sh1t show. Firstly if you love the smell of damp then this is the hotel for you. If you enjoy not being able to flush your own toilet night after night and wait for the maintenance for over 2 hours then please book here. We was here 3 days and had 2 maintenance calls. As soon as we checked in we tried to check out because of how dirty the room was and the rude manager or whatever she was said ‘read the terms and conditions’ we had only booked 5 mins before arrival and she wouldn’t refund us. On day one we couldn’t get a bed by the pool because everyone reserves them and me and my partner had to share one bed and the place was just like butlins. Very limited staff everywhere so no waiter service unless you heavily tip. I would love to say you can go enjoy the beach but for whatever reason Hard Rock don’t clean their beach daily or every few hours like other resorts. Makes it impossible to enjoy the beach as its seaweed central. I KNOW SEAWEED IS AN ISSUE BUT THEY DONT CLEAN IT. I would say the restaurants made to for it but there is NO AIRCON ON THIS RESORT ONLY IN ROOMS - SO YOU EAT IN hot damp HUMIDITY it’s hell. Food was hit and miss some was great and then the next was terrible. All restaurants have a 90min wait approximately but when you go in it’s empty so what was we waiting for? They forgot our appetiser both days and one day the dessert took over 30 mins so we left. You will have to wait here for everything, check in was 45 mins. No drinks offered. Restaurants 90 min wait all 3 days we was there. Even buffet you have to wait. No condiments you have to share with other tables. Never got a spoon once with any of my teas or coffees. No ice cream all week. You need a token to get a towel. You only get 2 towels in your room. Mini bar is never replenished. AND DONT USE THE SAFE. We randomly went back to the room to get the token for the towel and there was a security guy in our room. We felt so uncomfortable we didn’t even ask why he was in there but he was in our room. Staff at the pool are great and do their best but the hotel are just on a budget and make them work so hard so they can save money. Photo of empty restaurant we waited 90 mins for. Maintenance man sorting our broken toilet AND WE HAD DIAMOND CLUB TOP Room!!! Balcony’s are so small and no privacy! You can see the tractor driving past the seaweed going to clean secrets beach but obviously HR don’t pay them enough!