TripAdvisor Traveler Rating

Alexys and Manuel were excellent! Alexys helped us in everything. He was nice, kind and very friendly. The food was great and the service was amazing. We had a lot of fun at the pool with all the activities. My kids enjoyed staying at the hotel.

The room was amazing! The butlers Jessy and Kevoy did an outstanding job making sure we were taken care of, I would want them to be my butlers again! Breakfast bar was delish everyday! The waiters and cooks were super nice all the time. The Christmas decoration and programs were worth our stay! We are definitely going back!

We were at the Hard Rock Canun for a 2 week stay. After vacationing at several other Hard Rock locations, I have to say that this resort ranks in the top 2 for me. The resort itself is beautiful and has so much to offer, which kind of surprised me as it is one of the smaller and older Hard Rock resorts. Every staff member we interacted with was so kind and helpful and many of them remembered us after just a couple of days. There were a few that I will mention that gave us exceptional service. Our main butler, Jessy, went way above and beyond to make our stay there the best experience we have had at a Hard Rock resort. She is the best butler we have had yet across all of our Hard Rock stays. From arranging special chef dinners for our group of 8, helping us with the vacation planners, checking in on us daily and fulfilling our special requests to making sure our 3 rooms were next to each other, she handled all of it with a smile. Kevoy and Manuel assisted her and were also fantastic. Francisco from Member Services greeted us when we first arrived at the resort and was also always a great help and a smiling face. We will definitely be back to the Hard Rock Cancun and will be looking forward to seeing these outstanding staff members.

The Music Lab with Cristian was a great experience We had a fun time playing beautiful instruments. The we got to create a family play along video to a Journey song. It was a Rocking Time and we have fun video as a keepsake and memory! If you go definitely sign up to get a time.

I booked a Presidential suite for my family (2 adults and 2 small children) in July through the “Legendary Vacation Club” with a “Hall of fame” level. Upon arrival two days before Christmas with my family, I was told my room would be ready at check in, but they made me wait for an hour to get my key for some reason. A manager (Lili) came by to tell me that even though my room was confirmed in July AND paid for, they gave it away to someone else “by mistake.” Their “solution” was to put me and my kids in separate small rooms, which cost half the cost I paid, not offer a refund, or any perks/recompense of any kind. They said the best they could do was offer a small credit for a “future stay” (haha), and they have to request a refund which is never a given or a guarantee even though they never provided the room I paid for, but took my money I cannot in good conscience recommend Legendary Vacation Club or this hotel to anyone after this experience. Mistakes happen, but not making it right and not compensating me for all the stress and extra money I paid for a suite I never got is negligent at best and a scam at worst. So far, no refund was offered despite paying for a premium room, no offers or comps for my trouble, and it was supposed to be a high level membership. There are plenty of places to stay in Cancun; spend your hard earned dollars elsewhere that actually cares about not ripping off customers and providing a service.