Hard Rock Hotel Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

19746 reviews

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  Wonderful experience at the Hard Rock Cancun resort.

  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.

  Dec 25, 2024
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  Music Lab Rock Out!

  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.

  Dec 24, 2024
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  Stay far away. They downgraded my room and refused to refund despite admitting to charging extra. Scam or incompetence?

  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.

  Dec 23, 2024
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  Family trip to Cancun. We went under a family friend who is a member. This is the 3rd time at this resort.

  Beds were very comfortable. And all the staff was amazing from cleaners to the managers everyone was awsome and very helpful!! Our butlers were most amazing. They gave us so much help and did so much for. My whole family. The spa was awsome they did a great job with all of us.

  Dec 23, 2024
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  Understaffed and very rude people… Tourist Trap attracted

  We planned a 5 day family vacation in Cancun to KO the holiday season as we usually do. We have stayed in most of the hotel chains in Cancun, playa del Carmen and the Riviera Maya, so we are well calibrated on pros and cons of the options in the zone. We were a group of 14 distributed in 5 rooms. Since the Check in the issues started… A couple of persons in the front desk with one of them already attending a family, It took the staff more than one hour to register the 5 rooms. Once we got the bracelets we proceeded to the restaurants that were always packed, average time to get dinner is 2 hours, even in the restos serving Buffett being at medium capacity by far but the ladies in the front desk stated that there were dozens of families waiting… Same ladies that are hosting breakfast at 7 am are the ones at 10 pm closing the restos, so you can imagine that staff is tired and very rude. This is bad because there are a few staff members that try hard to ensure guests a good experience but unfortunately, in overall there is a bad experience. Even at check out there were issues, with a staff member stating that we needed to leave the property at 3 pm when our flight was scheduled at 9:20 pm, in the end, as in any other hotel from the zone, we could use the facilities to groom for the flight. This hotel chain is good outside Cancun, so we were very disappointed from the quality of service and misinformation from the staff itself. Avoid it by all means since there are plenty of excellent options around to spend your hard earned money!

  Dec 20, 2024