Hard Rock Hotel Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

19868 reviews

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  Great Family Getaway

  Family of 4 stayed for 10 days! Overall good time! Kids loved it! It was very loud around the resort all the time even early in the am lol lots of noise at night which can be expected during spring break! Food was good at each place we ate! A little annoying to have to wait in a line to book a reso. Should be able to do that online these days! Smash bar bartender Gonzalo was amazing. We never had an empty drink while he was working! Get up early and save your chairs by the pool. It’s a mad race and I witnessed some karens arguing about chairs multiple times during our stay! We prob won’t be back to this resort but I’m looking forward to maybe trying another hard rock somewhere else :)

  Mar 23, 2025
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  If you like the sound of a jack hammering at 1am, stay here.

  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 for 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.

  Mar 21, 2025
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  Family Vacation March 2025

  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!

  Mar 21, 2025
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  Jessy and Hard Rock Cancun

  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 made 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!

  Mar 21, 2025
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  Awesome Vacation!!

  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 took 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!!

  Mar 21, 2025