TripAdvisor Traveler Rating

This is the first time I have ever been compelled to write a review, as a business owner myself I understand the damage poor reviews can do and would never try to cause damage to another persons business f...or anything unless it was an extreme situation. I arrived at the Hard Rock Cancun Monday March 17th, and have encountered disappointment after disappointment. Upon checking in we were rushed through, not provided any information about the resort or the welcome gift that we later learned should have been given. They took our two small carry on suitcases upon arrival and did not deliver them to our room for over two hours and not until we had to call and ask. When we finally received them it was already after 10pm, too late to change and go for dinner, so we decided to order room service and try and get some sleep. The room service dinner arrived promptly, looked nothing like the photos on the menu and was barely edible. The chicken quesadillas had almost no chicken, and were cold, the lemon meringue pie had spoiled eggs and was not edible. Chalking it up to a busy spring break week for the hotel we just went to bed. We were awoken at 1am by the housekeeping who were clearing other rooms late night room service dishes, the clanging and noise level was so loud and went on for so long that we had to get out of bed to kindly ask them to please try to keep the noise levels down as it was 1 am. The third night of our stay was the worst. Starting at around 9:30pm they had a construction crew removing the tile floor from the outdoor bar located just outside our hotel balcony. They were using a jack hammer to remove the tile. I understand the logistics of competing hotel renovations must be difficult and thought they would work for a couple hours and would stop. Around 12am I couldn’t handle the sound of the jackhammer that showed no signs of stopping and went down to the front desk to speak with the manager. He apologized and assured me this was not normal, he would investigate and put a stop to the noise. He did not, and the jack hammering went on until after 1am. The next morning I asked again to speak to a manager, none were available and so the concierge took some notes and also a copy of the video o had taken to show the excessive noise level from the construction. They were shocked and promised a resolution. It wasn’t until my last day at the hotel that the management finally approached me to offer a massage in compensation, unfortunately our trip was practically concluded at this point and there was no time for services. I offered to accept our airport transportation to be covered in lieu, they refused, I the. Suggested they give us a $200 credit (not even half the cost of one night stay) to use at the hard rock store, they refused that as well. If you are looking for an overpriced, extremely disruptive, inedible food and lack of care for their customers - then Hard Rock Cancun is the place for you. I would never return here, and if I can deter even one person from risking their vacation by staying here I will feel at least I saved someone the wasted time and money. There are plenty of of other hotels in the area, maybe try the Marriot next door. I have videos of the construction noise at 1am but unfortunately trip advisor only allows photos.

We had an amazing week at HRC! Our butlers Rodrigo and Hector went above and beyond to make everything run smoothly and we wanted for nothing all week! Santos, our waiter at Toro, was so friendly and made ...the dining experience extra special. Irma was our favorite poolside wait staff - loved her!! And Estrella from Frida knew my daughter’s order each day without her even needing to ask. Our butlers arranged a private dinner in our room our last night which was spectacular! Azael, Alfredo and Lupita served the food and we can’t say enough good things about them. We would recommend HRC to all our friends and family!

Jessy was the best we ever had! She answered all our questions quickly and took such good care of us she spoiled us! I highly recommend Jessy and Hard Rock Cancun! The pool was beautiful and she always ma...de sure we had the best seats. She made us all restaurant reservations and gave us great advice on all. The shows were very good and the kids club was very good. Recommend the hotel and Jessy!

We had an amazing time at Hard Rock Cancun!! It was the most beautiful and amazing experience I’ve ever had on vacation!! We had a very special person who too excellent care of us during our stay! Jessy to...ok care of planning everything and helping us get to where we needed to go!! Jessy was the best and we’ll see her next time! Jessy is amazing at her job taking care of us all and would recommend you get her to take care of you! All the amenities were amazing pools, bars, and the food was absolutely amazing and delicious every day was something new! Highly recommend the Hard Rock Cancun!!

This is our 2nd stay at a Hard Rock Hotel resort. We stayed at the Hard Rock Cabo and were blown away by the service, the room, the food, and entertainment. We were excited to visit the Hard Rock Riviera M...aya and made our plans almost a year ago via Paradise Pass. 3 days before our plane trip, we received a call from Paradise Pass telling us our stay at Hard Rock Riviera Maya was cancelled and we were being moved to the Hard Rock Cancun instead. With non-refundable plane tickets, we felt like we had no choice. Paradise Pass offered us room upgrades with an ocean view. We are fairly low-maintenance, easy-going people so we decided to make the best of the situation. The main upside for us was Hard Rock Cancun is only about 15-minute drive to and from the Cancun airport vs about an hour drive to the Hard Rock Riviera Maya. After being on a plane all day, and dealing with the absolute CHAOS of the Cancun airport immigration and custom lines, baggage claim line, and after all that run the gauntlet of aggressive taxi and time-share salespeople- we were ready to relax. We pre-booked our transfer to the Hard Rock, and highly recommend you do so as well if you are visiting Cancun. DO NOT STOP AND TALK TO THOSE PEOPLE! Just a polite "no gracias" and keep moving. Once we got to the hotel, check-in at Hard Rock is pretty different than what we are used to in the USA. They will take your bags and sometimes offer a beverage which is nice- we didn't get one. The usual questions, ID, credit card for "incidentals". We were told there would be a $400 hold on our card. (Our balance was zero at check-out and our limit is high so this wasn't a problem.) If you have a low limit on your credit card, be aware of the $400 charge/hold. You've been warned. Once we completed the check-in, we were handed off to Javier. Javier tried to get us to commit to a meeting where we could learn more about Hard Rock membership. It's "not" a timeshare per se, but it is similar in how hard they try to offer you "free" stuff for "just an hour of your time". I honestly hate these pitches. There is nothing "free" in this world, and we have already heard from others the "meeting" can go up to 4 hours. The last thing we wanted was losing a half day of our 4 day vacation to listen to a sales spiel. In exchange for "free" you kind of feel obligated to buy. We politely told Javier no gracias after about a half-hour of pitches, we were FINALLY released to go to our room. Paradise Pass and Hard Rock kept their word and we had a spectacular ocean view room on the 12th floor. So far, so good. Our bags showed up minutes later. Highly recommend you bring enough cash for tips. They are appreciated. I learned the Hard Rock Cancun property is the former Cancun Palace, which makes it about 25 years old. I think it is cool they updated the rooms, but I have a problem with placing huge jacuzzi tubs in each room. Mostly because the locals do not have enough water or have to purchase water because the resorts are prioritized. Not cool. The pools are nice, but I'd rather sleep in instead of scurrying downstairs at 7 am to "save" chairs. By the time we got down to the pool, every chair was taken. No problem we went to the beach and found plenty of loungers. A $10 tip got me two umbrellas so we were just fine. Regular tipping kept our attendant coming by to check on us and refill drinks. Felt like rock stars at this point! We parasailed and swam in the crystal clear water. People complained about "lack of service" but they weren't tipping. Take the hint. Poolside there was pizza and burgers, as well as grilled fish, shrimp, and ceviche. Sooooo good! The rest of our vacation was quite good with the only exception the Italian restaurant called Ciao. Very disapointed to receive dry chicken, cold lasagne, and overalll slow service. We never got into Toro because it was full every night unless we wanted to eat at 10 pm. No thanks. Overall, we liked the Hard Rock Cancun, but would rank it below the Hard Rock Cabo which is a newer, much larger resort.