TripAdvisor Traveler Rating

Fernando De Leeuw, was right at our car to welcome us and made us feel so at home. He made sure everything we needed was taken care of and made our experience wonderful. He is always nearby to make your stay even better than you ever thought possible. Gracias Fernando. We had an excellent team for our butler service here as well. The new team of Neto and Diego, who we absolutely loved. They took excellent care of our every need or changes we did last minute. They were wonderful and we were so blessed to have them. Thanks and hugs to you both!! All the staff make this place ROCK and feel like home, The food is amazing, and has really come alive in past 2 years. Entertainment in the pools and at night in Smash Bar, and the shows are all just fantastic. From morning until night, we have a great time and love it. We brought family this time, and they were so impressed. Of course like I have said Gian Carlo changes to food and services of food have really been noticed over past 2 years, but even more over past year since were here last. The entertainment staff went above and beyond to make sure everyone was having a good time, so thank you to Oscar, Omar, Keving Fernando, Ailyn,Samantha,Coriana,and their bosses Magic and the impressive Andres( Mr CIA to me). The Vibe manager Jorgio took us on a tour of memorabilia and we loved it. The Smash Bar staff always ready to get you a good drink as well. In case you cannot tell I LOVE Cancun Resort and the staff. A huge shout out to GianCarlo for saving the big fiesta party Sept 15th,and opening Frida in 20 minutes, kept his cool and got everyone in a party mood again. Hard work but a HUGE thank you for what he pulled off so quickly. That was truly impressive to witness in that moment. The food was all so delicious, love the pop ups outside for lunch and classes etc. All EXCELLENT under GianCarlo, changes are so appreciated. Isla Sur was great as well - all the food was so delicious. My brother in law, said he has not eaten this much in months. Outside pop up Paella was out of this world, and the cerviche class was amazing. Float Bar staff by Pizzeto were all so great as well. Always friendly faces and smiles, made my day Pizzeto new pizza recipe is fantastic- loved mushroom with pesto-no changes Angel & Izidro are great Float Pool Bar team of Li, Escobar and Qaetzel served us well. We had an absolutely great time, and can't wait to come back to the new and improved Cancun in April.

Menus are deceiving if you don’t read them carefully. Steak or lobster and a bunch of other menu items are now extra charges not all inclusive the property needs work and the service needs attention. Don’t expect Hard Rock music in all areas and service with a smile is gone. I will be rethinking my membership in the future

I booked six rooms for one week six months in advance...then the week before our trip, I was told we would have to leave after six days..... they moved us to AVA and charged me $430 each for three rooms as they said I had to pay the difference for one night... I paid for one week presidential suite and when moved to AVA I ended my trip in a cramped room....memorial way to end the vacation and AVA is not finished no beach, you could not pay me to swim in the Ocean and we were not told it was not the Hard Rock brand! There is certainly not enough rest rooms on the first floor at AVA… I did like the hand towels in the men’s room! The Air Conditioner did not work in the room when we arrived... the buffet is sub par and they ran out of food...and is way too spread out... the cooks were more interested in talking to each other unlike Hard Rock at Cancun. The area is too small to handle the "small crowd" that was on hand, I can’t imagine how long the wait will be once more people are there. You might consider on the info pack to have people list if one is a non drinker so the bottle of wine is not waisted and a bottle of cider could be left instead. I was told the butler would contact me at AVA and he never did! I lost a Presidential Suite use for the full day and we had to basically lost a day moving.... At AVA my friend Randy Santana and his wife went to the presentation and were told it took 90 minutes... they told the rep they wanted to see the 16 in our party off and say good bye at 11 am. They were very interested in buying into the program... after 2 1/2 hours they told them they wanted to say good bye to our group and the attitude of the salesmen changed and then they would not give them what was promised for them sitting through the presentation! They were disappointed and not happy.... multiple sales people should have honored their request and arrange for them to return later…they still had more questions.... No evening entertainment at AVA and my seven grandchildren said the evening shows at Cancun were the best and were disappointed there was no show at AVA. Kids under four cannot use the Kid space at AVA! Really…. the older kids can walk around but the two and three year olds need a place out of the sun to play like at Cancun and Riveria Maya...speaking of Cancun the Air Condition was out in half the Children’s building and through out the main building and Toro which made dining unbearable... Our 18 month grandson handed us a big paint

We travel a lot and stayed at HR few times before in California etc and always been way overpriced, this was no different but worse. TUI by the way are as bad as Ryanair etc, awful company to deal with. Arrived late and was about 20 people checking in with 2 staff, there was another 3 check in desks with staff chatting, took us 30 mins, bad start. The bar staff only people worth mentioning Gonzalo was great, the rest hardly spoke clear English. Food was the same throughout and very small despite having 4 restaurants. One was getting refurb. The hotel is old and worn, the pool is nice but again in poor state. Our sea view room was dirty, jacuzzi didn’t work, and to top it all off the hotel is getting a full refurb, noisy and smells from paint etc. Beware of pushy reps. TUI didn’t notify us of a return pick up so we had to call them, how bad. Outside the hotel looks scary so we didn’t bother. Would never return.

Very tired, restaurants had no AC so was very hot, food was nothing more that pub grub. Rooms tired bathrooms poor quality and awful shower