TripAdvisor Traveler Rating

Jessy was an amazing butler and made sure we had the best experience on our trip! She made all of our dinner reservations for us, had bottles delivered to our room, and ensured we had a safe transportation... anywhere that we wanted to go. I would recommend this resort and Jessy to everyone!

You have very limited access unless you buy upgraded status. There are more places you don't have access to than you do. No hot tub access except the one in your room which is nice but feels a little gimmi...cky. The restaurants are good but getting access without upgraded status is nearly impossible and we only got reservations when we complained long enough, loud enough. Otherwise all you get is the buffet. One restaurant we did get into took over 2 hours to get our food. Even a refill on our tortilla chips took 45 minutes. Three tables, including ours, went outside to get pizza from another restaurant because the wait was so long. There are vultures waiting outside the elevators every time you come or go trying to get you to buy into their timeshare. I'd love to not have to dodge sales people while on vacation. If you don't have upgraded status you get treated like it. I had 3 different staff people just point me in a general direction instead of walking me the 20 steps of where I needed to go. All 6 blue circles are places you don't have access to unless upgraded. We made the best of it but We will definitely not be staying in a Hard Rock again.

Everything was top notch and our butler Jessy helped make the vacation perfect. The food was magnificent every night, the beach was beautiful and the staff was excellent. The people we went with were const...antly impressed by the staff and how we were pampered all week. Highly recommend this property

Would definitely recommend visiting. As a legendary member, we felt so welcomed. Hector and Rodrigo, our butlers made sure we were always taken care of. Jesus at the pool during the day was always checking... in. They surprised us with a private dinner for our son’s birthday and cannot believe the thought that was put in. Our two waiters were beyond accommodating. Very clean and fun hotel for children of all ages.

This place is fun on party so be warned! We spent 10 days here and had a great time although it took us a couple of days to adopt the madness! First of all any Brits reading this make sure you book via TUI... as this upgrades you on arrival to Rock Royalty level giving you full access to the private beds on the beach, a concierge at the end of what’s app to book your restaurants for you (it’s a ball ache otherwise) All the food we had was really good, even the buffet had plenty of choice. We mainly went to The Steakhouse for breakfast as the buffer did get busy and noisey. Every member of staff we encountered was excellent, friendly and helpful. There are a lot of timeshare staff wandering around the lobby but a polite no thanks worked for us. The sea view rooms have superb views and yes the rooms are a little dated but they are working in modernizing the hotel currently. We enjoyed level 3 which was rock royalty level pools and bar/ food area. We thought this should have been adults only but the bar waiting service was very good. We enjoyed the jacuzzi bath in the room most mornings taking in the sunrise. The entertainment is a little repetitive, there is a small arena just outside the hotel with Coldplay tribute band, Michael Jackson (both were very good as were Queen Tribute) these start at 9.15pm. After that the only option is the Smash bar and that gets very loud and very busy, getting drinks is a challenge at this time so our tip is to head to the outside bar by the pizza place as there was barely anyone there probably due to the lack of seating areas (our main gripe along with nowhere to go for a quiet drink like a lounge area) The hotel could use a couple more dining options especially if you are there for a longer stay as they do get a bit repetitive but menu choices are good. The drinks we found generous and you could have basically anything you wanted including premium brands such as grey goose vodka. The poolside entertainment is also good with foam parties a few times per week and live bands performing. We booked our own trips via Viator as the hotels were expensive. A couples massage is $500 and we went to Bamboo a 5 minute walk away by secrets hotel and had a great experience for $180. There is also a US Dollar cash machine opposite here as the hotel only has Peso machines. Would recommend but with hind site maybe 3 or 4 days would be long enough then move on elsewhere like playa del Carmen.