Hard Rock Hotel Cancun - All Inclusive

The beach was nice. The location is ok. There are a few places like a pharmacy you can walk to. Our rooms were nice

the food was not good. The shows were hit or miss as well. The bad ones weren't worth staying for.

Staff , room service,and location!

Food , room ,

Perguntarem se somos alérgicos a algum alimento. Quarto excelente. O Tema que é próprio do Hotel. Boa comida. Show noturno e banda na piscina.

Fazer camarões na mesma chapa de quem come carne (não há sentido perguntar se o hóspede é alérgico e depois misturar a comida) Piscina única muito cheia. Deveria haver piscina separada do bar para relax e para crianças pequenas . Galera senta no bar pra tomar algumas e não sai dali por nada( nem pra ir no banheiro) . Aquela mesma história de vários lugares onde guardam espreguiçadeiras sem estar ali presente ou usando. Deveria ter fiscalização em todos os lugares ( certeza que seria mais democrático) Mais locais para chuveiros Poucos horários para os restaurantes Gourmet

Everything

Nothing

Hotel segue mesma linha Hard Rock, com bom padrão, bons quartos e boa infraestrutura!

A alimentação do Hotel estava desorganizada, principalmente em relação a serviços. O hotel estava entrando em reforma a notava-se a incerteza de continuar a ter o emprego, gerando desmotivação e mau atendimento! O mar estava tomado por sargasso, o que limitava o banho de mar!

A equipe é excelente, extremamente atenciosos e competentes. O time de entretenimento é espetacular, o melhor que já vi em todos os hoteis que estive. Os Garçons, equipe de recepção e limpeza também são excelentes!

O hotel fechou pra reforma dois dias depois do nosso checkout, por este motivo diversos serviços do hotel não estavam funcionando. Diversos restaurantes estavam fechando, faltaram bebidas e haviam equipes trabalhando no hotel. Não havia nenhum comunicado no booking nem no site do hotel a respeito do fechamento, portanto nos sentimos enganados. Vários equipamentos do hotel não funcionavam corretamente, como o ar condicionado do nosso quarto. Tivemos que manter o quarto extremamente frio, caso contrário o quarto todo ficava úmido ao ponto de molhar nossas malas. Bem desconfortável.

Staff was friendly except for the receptionist

Everything was closed because they are going into remodeling the building but didn't bother to let us know

Los trabajadores del mantenimiento del hotel un amor!

El precio que se pagó fue muy alto para un hotel tan chico , nunca encontrábamos reposteras en la piscina, comida de baja calidad, pocos restaurantes chicos, dos veces nos quedamos sin cenar ya que las reservas estaban copadas .. fue mi peor experiencia

El trato del personal, la limpieza y la comida.

Por mejorar el tener algunas actividades para los más chicos.

La atención del personal,la comida y las bebidas

Me gustó todo

A comida muito boa e a recepção prestativa.

Alguns funcionários estão sempre de mau humor. As instalações são pequenas e misturadas na recepção, deixaram espaços grandes para lojas (quase sempre vazias) e colocaram as mesas de jogos junto com os atendimentos de serviços, você está agendando um jantar e alguém esbarra em você com o taco da sinuca. Você está vendo os pacotes de fotos e os gritos das brincadeiras não deixam você entender direito. Você quer algo da cafeteria e fica na recepção também e a unica piscina de acesso a todos pequenas e fica muito cheia, nunca conseguimos um espaço de cadeiras livre em volta da piscina. Utilizamos a pulseira que dá acesso a área vip, porém a piscina é muito rasa, a água vai até o joelho somente. A praia de frente também não é boa. Vão iniciar uma reforma que é muito bem vinda, espero que aumente a área de piscinas recreação. O banheiro do apartamento não estava com o exaustor funcionando, havia muito mofo.

Staff was great, location also. Waiters at the Pool did a great job.

In my opinion, the food was not as good as it should be for the price you pay. This especially applies to breakfast.

Everything in this hotel was amazing!! Pool, beach, room, food, butlers, check in, valet parking. Definitely coming back after renovations.

El mar, el sonido, el ambiente, la iluminación, el aroma, los eventos, comidas y bebidas

son muy estrictos con los horarios de reserva para la cena

Good location nice stuff good vibes

Not too big no night show

We spent a few days here in late June, Susy was the star of the show. She made us all feel very comfortable and we didn't need anything. She was very Professional and very quick to handle our needs. I know the resort is closing for a few months for a refresh, so you better keep Susy on staff. Also, Tacho at the pool is awesome he remembers us all the time and takes care of us. Thanks again Susy.

We only spent one day at Hard Rock Cancun, but we were lucky enough to have Susana as our butler, and she made the entire experience so easy and enjoyable. From the moment we arrived, she made sure everything was taken care of. She had chairs reserved for our family, made sure we had towels, umbrellas, and everything we needed to be comfortable throughout the day. She checked in on us regularly without ever being overbearing and genuinely wanted to make sure we were happy and enjoying ourselves. Everything was smooth from start to finish, which let us relax and make the most of our day. It’s the little things that really stand out, and Susana didn’t miss a thing. Thank you, Susana, for taking such great care of our family. You helped make our day at Hard Rock stress-free and memorable, and we truly appreciated your kindness and attention to detail. If you have the chance to have Susana as your butler, you’re in excellent hands!

We enjoyed our week at the Hard Rock overall, with the food across the board being excellent. However, we have a pretty significant complaint. We were 4 couples and all experienced the same thing: the drinks were watered down, or it was subpar alcohol, lower proof or something. All 8 of us realized this independently after a couple of days of drinking all day and remaining completely sober. When we pay for an all inclusive, we don't expect this, and none of us would stay there again. I was really surprised, because I though the Hard Rock had a better reputation than that. Very disappointing.

Siempre los hoteles Hard Rock tienen lindas instalaciones.

Es pequeño para lo que cobran, no te ofrece nada más que una piscina grande y otra en el piso 4. El gimnasio es enano y para full gente. La ubicación de la playa es pésima. Llena de sargazo y sucia, no la limpian. No es un hotel para niños en definitiva. Pensaría que es más para adolescentes o parejas. Familiar no es. Muy pocas atracciones por lo mismo del tamaño del hotel. No regresaría.

Roberto and Jesse are amazing!

The resort was amazing with clean rooms and wonderful costumer service. The bartenders, pool staff, restaurant staff, room service, and concierge staff were all very helpful and accommodating. The people who work there were definitely the best part about our stay, making it such a fun and inviting experience! There were so many wonderful people who worked there, but some names that I remember are Jesus, Edwin, Willy, Fausto, Pedro, etc. We went with other adults as well as our 18 month old son. We were all accommodated by the hotel staff very well and it didn’t matter if you were a young child or an adult, they were willing to serve anyone. Some examples include Jesus with the concierge staff helping me surprise my husband with decorating our room for his 30th birthday, room service bringing warm milk for our son everyday, pool staff delivering drinks, food, towels, massages, etc and the waiters at the restaurant bringing extra chairs for my son to lay in when he fell asleep at dinner. They’re also remodeling the hotel in August 2026, so once that is done it will make the rooms and experience even better! Definitely recommend staying there!

Da praia, da localização

Atendimento, comida, pouca opção se bebida, bares abrindo mais tarde, faltavam coisas durante o dia.

My husband & I had an amazing time at Hard Rock Cancun. We go back every year because the service is so amazing and the resort feels “homey.” There is just the right mix of entertainment, activities, and relaxation. From the very start there is transportation to and from the airport. Next, Javi, Hector, and Susy, our Butlers from Legendary, went above and beyond to make our stay relaxing, fun, and enjoyable. It was like having personal assistants. We always had places reserved on the beach, poolside, and at the show for us, as well as dinner reservations! Javi also helped my husband with an anniversary surprise to make the evening extra special! Additionally, we enjoy getting to know all of the staff down there. We like that the staff feels they can visit and be chill with the guests. Besides our amazing Butlers, we had the best beach/pool side servers, Jeyni and Joseph. Hector and Andres in the Frida restaurant went above and beyond to make us feel special, and Tony on the 3rd floor gave me the best cold towel facial…pool side! In addition I had the most relaxing massage in the spa. Though there aren’t as many restaurants as some larger resorts, the ones they have are delicious! Add in the ycoffee and ice cream shop, and the wood fired pizza by the pool, and there’s always something tasty to eat around every corner. The standard rooms are very spacious and clean. Many staff members are around cleaning windows, floors, elevators, counters, bathrooms, tables, chairs….everything is cleaned continuously!

Jessy was absolutely amazing! She helped us with every part of our vacation! Her kindness and knowledge made our stay perfect in every way!

Todo excelente

We had a great experience at the hard rock Cancun resort. Our service was exceptional! We want to provide a special shout out to Susanna, Javier, and Mariano. Our Butler’s and the pool staff was exceptional. Our favorite restaurants included Ciao and Toro. The wait staff was outstanding in both restaurants. We especially appreciated the personal attention and service from Silvino at Ciao along with Jorge, Wilma, and McWilliams at Toro. We were sad to leave because we got treated so well and the experience was top-notch. We will be back and we know we’ll be looking to you as our Butlers and Zhan servers again soon.

Hard Rock Cancun absolutely delivered for my daughter and me. From the moment we arrived, the staff made us feel like VIPs. The pool atmosphere was lively, the entertainment was nonstop, and the service was top‑tier.Huge shoutout to Susana (our incredible Butler), Emmanuel and Nathaniel at the bar, and Tony at the pool — each one played a big part in making our stay unforgettable. The food was excellent, the energy was perfect, and we can’t wait to come back.Thanks for an amazing experience, Hard Rock Cancun!

El ambiente de fiesta

Hotel le falta remodelación, el licor es de baja calidad, la recepción el personal NO es amable.

El Hotel en general

Las habitaciones son un poco antiguas

I never write reviews, but my experience at this hotel was so disastrous and disgusting that I feel obligated to warn other travelers. What they are doing here is an absolute deception on every level, and I am attaching photos so you can see I am not exaggerating. ​Fake "Suite": We paid premium price for a Suite, but what they actually gave us were just two standard rooms connected by an intermediate door. A complete rip-off. ​Broken promises: They offered us early check-in and late check-out when booking, but upon arrival, they brushed it off with the typical excuse that "there was no availability." ​SANITARY HORROR (See photos): The worst and most repulsive part was discovered on our last day. "Frida" restaurant, which serves buffet-style food with all the dishes completely exposed, HAS COCKROACHES. Seeing that on our check-out day left us incredibly disgusted and deeply concerned for our health. ​This hotel sells you one thing in their pictures and delivers a dirty, dishonest, and disorganized reality. Do not waste your money or risk your health here. The images speak for themselves.

I gave this a 4/5 because the resort is old and it shows in the lobby, smash bar, and hallway areas. The rooms were comfortable and we were able to stay with our family of 6 by having connecting suites which was a huge plus for me. The staff was helpful, bartenders were generous, and food service was amazing. Our concierge Jesus was helpful on check in and check out. He even brought my keys to the pool since our room was not ready before check in. He checked in on us daily, helped us get a large reservation at a restaurant, and sent champagne and strawberries for us to enjoy while we got ready for dinner. He was readily available to answer any questions we had. Although the resort was very clean, I am looking forward to seeing the upgrades and remodeling made during the renovation period starting next month.

Cómodo

Deterioro de las instalaciones

Our family had a great week and enjoyed every minute upon arrival. Our stay was made extra special by exceptional service provided by Jessy and Rorro, going above and beyond to ensure we had the best trip possible.

La comida muy rica!

La playa me gustó pero sugiero mas mantenimiento por el tema del sargazo!

We truly cannot recommend JJ Studio enough! From the very beginning, everything was so organized and seamless thanks to Ale, who was incredibly kind, responsive, and made the entire process stress-free. She was always there to answer questions and made us feel so well taken care of. On our wedding day, Sebastian and Arturo were absolutely amazing. They made us feel so comfortable in front of the camera, kept us laughing all day, and somehow captured every special moment without ever feeling intrusive. They brought such fun, positive energy that made taking photos and videos one of our favorite parts of the day! They were professional, creative, and so easy to work with. We genuinely felt like we were spending the day with friends who just happened to be incredibly talented at what they do. They made the entire experience effortless and enjoyable. We are already so grateful for everything they did and can’t wait to receive our photos and video. If you’re looking for a photography and videography team that is talented, organized, fun, and truly cares about making your day special, JJ Studio is the best choice. Thank you, Ale, Sebastian, and Arturo, for helping make our wedding day unforgettable! ❤️

La atención del personal, muy amables, la comida deliciosa, la fiesta de espuma en la piscina, los shows muy entretenidos, se pasa muy bien en el hotel

El tiempo que me hicieron perder queriendo venderme un paquete de vacaciones de la marca, si no están interesados no pierdan el tiempo con eso, fue el lunar de la estancia en el hotel

I had the most amazing experience thanks to Javi and Hector from Legendary at Hard Rock Cancun. They went above and beyond for my family and I.

When we arrived, all 3 of our rooms were supposed to be close to each other. After checking in, our rooms were all located on different floors. Once my husband and I arrived to our room, it looked nothing like the pictures posted online and our bath tub had an orange stains in it. We came to find out the hotel is being closed from August 2026- December 2025 for complete remodel and some of the room were updated while some were not. We went down to the front desk to discuss our concerns and then the hotel staff then tried to say that we didn’t pay for 2 of the 3 kids that we brought and now owed $2,600 yet 30 minutes prior, we all checked in and everyone received their wrist bands at the front desk. I ended up having to call our travel agent to get them involved to have to speak with the front desk. The travel agent was told by the front desk staff that they couldn’t speak with them since reservations were not open on a Sunday and that they would have to call back. I was able to obtain my receipt from the travel agent and then emailed to a supervisor at the hotel. The supervisor informed us that he would be upgrading our room and that everything would be handled. We waisted 3 hours from the time we check in until this got resolved. In all 3 of the rooms that we had, the shower water smelled and all of the balcony doors make a whistling noise due to them not being sealed properly. Also, when walking down some of the hallways, they smelled musty. When we booked our rooms back in September 2025, the resort was offering a $1,000 room credit. When we went to inquire to see what the credit could be used for, it was only able to be used for golfing and the so services. We were then told that how the credit works is that you are responsible for the first 35% of the bill and then the hotel credit will pick up the rest. Other issues with the resort was the restaurants. It was difficult to book reservations for some of the restaurants because we were told that they didn’t have any availability but when you would walk by, the restaurant was half full. At one restaurant, we waiting 1 hour and 45 minutes for our dinner and when it came out, it we’d like warm. Our son was the last to get his meal at 2 hours. We also went to the sushi bar. Our family thought that they would be able to order what they wanted. It turned out that they served you what they wanted to. The entertainment was not great at all. When you think of a Hard Rock Hotel, you think of a lively upbeat atmosphere which it was not. Some of the events included a walk on the beach and water aerobics. This was our first experience at ever vacationing at an all inclusive resort and was very disappointed.

Nice facilities and quality of food. The logistical things like parking were easy.

Not aware that you could pre book meals before arrival (we assumed the booking had to be done on check in) this meant we weren’t able to eat in our chosen restaurant which was a big reason for the trip. The reservations staff member was dismissive and did not live up to expectations of the staff. The check out was very stressful. The room key was locked half an hour before check out meaning we had to race down to reception, queue and then get back up to the room in a hurry to meet the check out time. This was horrendous and a stupid operating procedure.

I loved the staff at this resort. And most importantly, Jessy Verde, our amazing assistant, helped us ensure that we had everything we needed for an enjoyable stay!

Place was amazing, clean rooms, amazing food, amazing staff, will be back

Staff is just great. The hotel will be closing soon for a couple of months for renovations which are much much needed but what made the difference for us was the staff especially Marie, Andi, Ale and Fer who gave their 200%each day to make sure the kids had fun and felt good and welcome. For the adults, our servers Angel, Gray and Alma from Toro made the difference. Thanks for everything ❤️

Staff was very helpful and absolutely amazing. The layout of the resort was fantastic. Room was comfortable and very clean. Service during my stay was outstanding. Pool and beach staff were very helpful. Restaurants were great. Never wanted for anything. One of the best vacations I have ever experienced.

Everything was perfect. No issues, Outstanding service.

Excelente

Excelente

We booked this hotel expecting a luxurious and comfortable experience, but unfortunately it was one of the most disappointing hotel stays we've had in Cancun. The customer service was consistently poor throughout the property. From the bell staff and front desk to the restaurant employees, nearly everyone seemed uninterested in helping guests and acted as though they did not want to be there. We traveled with a group of 22 people, and the lack of hospitality was noticeable to everyone in our party. The hotel itself feels outdated, and the rooms we received were not the same as the rooms we had originally booked. We had to complain before being moved to accommodations that matched our reservation. Another major issue was the air conditioning. The temperature throughout the building was uncomfortable, and we found ourselves sweating indoors for much of our stay. Dining was also frustrating. Restaurant reservations must be made 24 hours in advance, and if you are unable to secure a reservation, your only dinner option is the buffet restaurant. Overall, this was the most unfriendly hotel experience we have had in Cancun. We will not be returning and would not recommend this property to anyone looking for a relaxing, comfortable, and enjoyable vacation experience. This is not worth the price we pay for at this Hotel.

No me gustó

Las istalaciones son muy antiguas

La habitación

Na

viejo, mala comida, lleno, todo ocupado, servicio regular, no limpiaron la habitación(tuve que llamar a las 6 de la tarde), ascensores en mal estado y otros sin funcionamiento, espera larguisima para subir o bajar, etc.

Restaurant staff were the most friendly and helpful.

I didnt like that nothing was like the pictures. Customer service very poor and not helpful. They overcrowding of timeshare folks trying to get you to buy something. Also we travel alot. Didn't feel like we was on Mexico.

Tipo, las comidas la atención del personal en general, no es necesario salir del hotel tiene bastante entretencion para todas las edades.

No tengo ninguna queja

Playing volleyball with Hector ( from entertainment team), it was so much fun and competitive . Very handsome and nice.

O que mais gostamos foi o quarto com banheira de hidromassagem, a localização de frente para o mar de Cancún e a ótima limpeza em todo o resort.

Gostamos muito da estrutura e da experiência geral do resort, porém ficamos decepcionados com a diferença de atendimento percebida entre hóspedes que davam gorjeta e os demais. Entendemos que a gorjeta é uma forma de reconhecimento, mas em um resort all inclusive com valor já elevado em comparação a outros, esperávamos um padrão de atendimento mais igualitário para todos os hóspedes. Em diversos momentos, principalmente no serviço de bebidas, tivemos a sensação de que a atenção, cordialidade e agilidade dos funcionários mudavam conforme a gorjeta oferecida. Isso acabou impactando negativamente a experiência, pois o atendimento deveria refletir a qualidade proposta pelo resort, independentemente de pagamentos extras. O resort tem estrutura e potencial para oferecer um serviço excelente de forma consistente, e acreditamos que um treinamento mais alinhado da equipe poderia tornar a experiência ainda melhor para todos os hóspedes.

I didn’t have a good experience during check-in process. They send us to a place named as VIP, The representative was busy with another customer and we waited about 20 minutes and she didn’t finish with the first one and even didn’t say anything that how long does it take! I went to normal check in counter and they also didn’t care, I was in queue and one of them was free and didn’t call me and suddenly ask for someone that just arrived. When I complained he apologized the other person and asked me do you want to check in?!!!! I said no I wait in the queue for fun! He didn’t even said apologize! And gave me the worst room regarding my reservation was diamond king room. I had to come back next day and ask for change my room to Diamond king with higher manager. They don’t have currency exchange in the hotel as well

Excellent service, the gym staff at the body rock is very helpful and knowledgeable.( Herman) assisted me when I needed a spot, and showed me how to use the band for body work.

Tired old hotel, this resort requires a complete makeover.The room have no storage for clothes. The towels and linen are old with holes and stains. It is loud party resort and not kid friendly . The rooms over looking the front entrance also look onto arena we there is nightly shows which are extremely loud

It was a lovely stay as usual at Hard Rock. Location is perfect ! Good service. My host Claudio was amazing. Gave us all the hopes of the stay. He was very informative. The rooms were very good !!! Very pleased.

Hard rock Cancun was nice. Great location and great pool and staff. Our personal concierge Jessy made our trip amazing. She made sure we had everything we needed for food, room, drinks, and spa services. Having the right staff always by your side makes the trip ao wonderful and memorable. thank you Jessy!

Our stay at Hard Rock Cancun was great, but what truly made the difference was our butler, Jessy Verde. She went above and beyond to make sure we were always taken care of and made our vacation feel extra special. Her attentiveness, kindness, and excellent service really elevated our entire experience. Thank you, Jessy, for making our stay awesome — we will definitely remember it!

Everything is good very amazing everything clean show was excellent food was amazing the attention from 3rd floor with Alan was the best

Excellent hotel such great staff

La comida y bebidas muy buena calidad, alberca climatizada

En general muy buen hotel pero hay opciones mejores a ese precio

This was our first time at Hardrock Cancun. We visited from April 29-May 6, 2026. Our family consisted of 2 adults and 4 young adults. We are Hall of Fame members so we had 2 butlers, Jessy and Susie. Jessy was amazing and always checked in to make sure everything was good and that we were having a great time. She arranged a wonderful private dinner for our family with Margarita and Carlos as our servers. She took care of a few issues that arose and made sure we were happy with how things were resolved. She was very attentive to our needs so that our family had an amazing time. We also had Susie. She was great. We had some good conversations about kids and she was very helpful in getting my young adults back out shopping for a second time. She always checked in with us to make sure everything was going smoothly and that we were having a great time. Margarita and Carlos gave great service. They made sure we were all happy and they checked on us and took care of us during this special dinner. The hotel was just big enough for a one week stay. It will be going under renovation in August and I look forward to seeing the updates to the rooms and restaurants. Some restaurants require new floor plans to accommodate people with disabilities-currently too many stairs. The bedrooms have weird configurations with the sinks and mirrors being outside of the shower/toilet area. It’s hard to get ready without disturbing people who are sleeping.

・どのエリアもスタッフの対応がとても良かった ・イベントやショップが楽しく、良かった ・展示品も楽しめた

・部屋のジャグジーを使用した時に汚かった ・ルームサービスの食事の注文が通らない時があった

We enjoyed our visit very much as we always do. We come often and feel like the great people that work there are like friends. Our Butlers this time were Roberto and Susan (Susie). They went above and beyond to help out our whole family. They made sure all our needs were met and very friendly. We recommend them highly. Our waiters at Frida Carlos and Francisco are always our go to for breakfast because they are great. And of course another reason we go there is the wonderful entertainment, and the people that make it great.

Very old and the service was poor.

Elevators didn’t work Old building Bad service Slow timing at dinner, very hard to make reservations

Over the years we have enjoyed our time in all of the Hard Rock resorts. I felt a review was needed to provide perspective. A planned trip to celebrate school vacation and a completed tax season. This trip proved no different. A trip with our two school aged children has always been pointed to " more family friendly " resort locations. The Cancún location has always left the impression of party central for spring beakers and the like. Those options are there should you feel the need to tear a shirt off or embibe a bit too much. This trip was quite relaxing, great day trips/ sunset sailing and a chance for the younger kids to see what all the hype is about the former beach Palace resort. Our Butlers Susy and Jessie ( whom I recalled for a prior trip) handled our request as expected. Service is always great. ( just leave your pissy attitude behind your on vacation). Entertainment crew retained many old faces, Chris I look forward to seeing you in a new role as a butler you'll be great, Johnathan and your staff will be left in good hands. Willy, my family all appreciated the poolside facials and massage. Iran, I know you're looking for this review as I promised I'd write one for you. Spicy margarita with muddled jalapeño is not for the faint of heart. Food, well it hasn't changed in regards to offerings, but the menus do offer variety with house specials over the years. Always good quality. Yeah no Michelin stars here but the food is consistent and very good. Certainly what I would expect from an all inclusive resort. So where's the credit due come into play, well these folks have been operating in a facility that's probably older than myself. And yet they deliver an overall quality experience at a bargain price point. The ownership regards their staff as seen with the longevity of those who remain or are promoted to another location. So if your still reading this novel. Give the folks at Hard Rock Cancún a visit, they will be quite grateful. Drop them a tip while your at it, they work very hard and that's how they make a living. Looking forward to my next trip back in a newly renovated near 850Million dollar refresh coming early fall 2026. These folks got their stuff in order cannot wait for to see what the future holds. Thank you Hard rock family for all you do. This hopefully is a small recognition of the "credit due"!!!

We had a wonderful time & Jessy & Susy our butlers did an excellent job assisting us ❤️ we definitely be back. God Bless everyone!

Thank you to Angel and Tacho on the Legendary deck for making our visit the absolute best it could be! Their service and genuine care for guests is second to none. They are the reason we keep coming back bavk!!

Waowwwww best 40th birthday celebrations Margarita our own private server on the beach, romantic dinner banquet Very professional, friendly and kind lady. Absolutely perfect birthday Hotel & staff are fab

HR Cancun was an amazing property. It's a smaller resort with all the restaurants and amenities of a larger one. The butler service, we had Jessy and Susy, was amazing and super attentive. Our wish was their pleasure to please. Will return soon!

We had an amazing week long trip at HardRock Cancun! The weather was amazing, the beach was beautiful and the resort was awesome! The food was delicious, drinks were plentiful and the service was top notch! For the week we had Hector and Roberto assisting us with anything and everything! They were both so polite and professional and honestly made our stay even better. We cannot wait to go back!

Beach was top notch, loved the resort. Food was amazing, drinks were splendid. Service was above and beyond. Our butlers Hector and Roberto were amazing, they went above and beyond to make our vacation wonderful!

Perfect weather and great staff. Our butlers Hector and Roberto were top notch!

The hard rock cancun resort was excellent. great food beautiful beach and amazing pools. Our butlers Hector and Roberto were top notch. They made the stay even more enjoyable by taking care of everything we wanted, and even surprising us with some sweet treats.

Booked for May, 2026. Paid through Priceline. Need to request/pay extra for early check-in. I have been calling the resort for a week and they said to speak to reservations, reservations said to speak with front desk. Front desk sends me to a voicemail that is full and when I call back they said to call Priceline. Priceline says to call the hotel. What a mess and I'm not even there yet.

We had such an incredible experience with the customer service at Hard Rock Hotel Cancun, and I felt it was important to share this. My brother and his wife just got married this week and are arriving at the hotel to celebrate their honeymoon. Wanting to make their trip extra special, I reached out in advance, and I had the absolute pleasure of being assisted by Diego Irigaray, the Front Desk Manager. Diego went above and beyond in a way that truly stood out. Not only did he arrange a room upgrade, but he also prepared a beautiful surprise for their arrival, champagne and chocolate-covered strawberries to welcome them as newlyweds. Such a thoughtful and elegant touch. In a time where genuine, personalized service is becoming rare, Diego’s kindness, attention to detail, and willingness to create a memorable experience made all the difference. It’s this level of care that turns a great hotel stay into something truly unforgettable. Thank you, Diego, for making my brother and sister-in-law feel so special at the start of such an important moment in their lives. We are deeply grateful, and this gesture will never be forgotten.