Hard Rock Hotel Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

20018 reviews

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  Destination Wedding

  Elizabeth, Alejandra and Ana was amazing! Elizabeth was the absolute best wedding coordinator! And the pictures Alejandra took were simply beautiful! 80 people showed up for the wedding and everyone has the time of there life! Thank you Hardrock for being such a great host for our family and friends!

  Jul 02, 2025
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  A tired and decaying hotel.

  Staff are sweet. But this is a crowded cattle market of hotel. A sad, decaying hotel. A previously great brand being milked for profit and not matched with any investment We paid $600 a night for the ugliest room I have stayed in for a long time. Like some cheap motel room

  Jul 01, 2025
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  Hard Rock Cancun

  This is our second family trip to the Hard Rock Cancun this year. The hotel is always so much fun and we love our beach front view. Our awesome butlers Roberto and Hector always took care of our families reservations and made our vacation smooth. The food and drinks are great. Thank you to the amazing bartenders Angel, Li, Pedro, and Willy for always making a perfect drink. Jesus was our pool server and he always went above and beyond. The pool concierges Angel, Wily, Fausto, Tony, Tacho, and Edwin are always quick to set up our family with pool chairs and umbrellas. We always go to the Spa. Carla and Rachel massages are the best. We always end our vacation with a perfect pedicure from Candi. We took family photos this trip, which turned out great.

  Jun 30, 2025
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  Amazing holiday

  The hotel is amazing. The food and service was spectacular, especially Rosario molina in Frida restaurant. The pools are lovely. The rooms are clean. Very happy. Will definitely be back. Thank you to everyone at hard rock Cancun. You made our holiday perfect.

  Jun 29, 2025
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  STAY FAR AWAY: MOLDY ROOMS

  I had one of the most disappointing resort experiences of my life at the Hard Rock Hotel Cancun. We were there for a wedding that cost upwards of $30,000—not including the $30,000+ guests spent to attend—and the service was shockingly poor from start to finish. Let’s start with the basics: the hot tub was filthy and clearly hadn’t been cleaned properly. The beach was full of seaweed that they only tried to manage on the weekends. There was black MOLD on the windowsills—absolutely disgusting. Dirty, stained towels were delivered on multiple occasions, and overall, the property felt neglected and unclean. Nearly every interaction with staff felt like we were an inconvenience rather than paying guests. It was as if basic courtesy and hospitality were optional. The wedding: The wedding coordinator in particular made zero effort to go above and beyond. Despite knowing about multiple weddings scheduled that week, the resort failed to staff enough people to accommodate hair and makeup services. I was forced to have my hair done at 9 AM for a 5 PM wedding in humid Cancun weather—and I had to hire an outside makeup artist just to be prepared as a bridesmaid. Here’s where it gets even worse: when I tried to add the makeup artist to my room so she could enter the property for two hours, I was told I’d need to pay a $1,500 outside vendor fee. Yes, $1,500—because of their own scheduling failure. After pressing, Suy the wedding coordinator pulled out the bride’s contract—a wildly inappropriate move, considering I didn’t sign it and it contains her private information. They eventually offered to “make an exception” and allow me to buy a $150 day pass for my artist. So I was penalized twice: once for their lack of planning and again with an extra charge for trying to fix their mess. To top it all off, the wedding coordinator Suy showed up to the ceremony in sneakers, blue jeans, and a band T-shirt. It was incredibly unprofessional and honestly embarrassing, especially for how expensive this wedding was. If your wedding is on the terrace, prepare to be stuck waiting in an unventilated hallway with no fan for 30 minutes while your makeup melts off. The overall vibe? Once they have your money, they stop caring. And they know it. I’ve been to Cancun several times and stayed at other resorts—none of them treated guests this poorly. Hard Rock Cancun is all show and no substance. I’ll never stay at a Hard Rock property again after this. Save yourself the stress and look elsewhere. I did email the hotel and they did absolutely NOTHING to rectify the terrible stay. They wouldn’t even give me my $150 back.

  Jun 28, 2025