Hard Rock Hotel Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

20018 reviews

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  DO NOT GO IF YOU HAVE FOOD ALLERGIES

  DO NOT GO IF YOU HAVE FOOD ALLERGIES OR KIDS WITH ALLERGIES: I came here with friends to celebrate a birthday. We went to Zen, the hibachi concept in the hotel and I clearly informed them I was allergic to nuts so they wrote it down and passed it on to the chef. Despite the note, they served me multiple dishes with nuts and I was violently vomiting and had hives all over my body. I'm not the most sensitive but that was the most sick I've ever been. I've been to hibachi many times and never had a problem since nuts are usually used. Be very careful if you go here.

  Jul 05, 2025
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  Disappointed

  Think Twice Before Booking – Genuine Review From a Frequent Traveller I’m writing this while sitting in the lobby waiting to leave – and honestly, I couldn’t be more relieved. I’ve stayed at multiple Hard Rock Hotels and usually love them, but this one was extremely disappointing. I felt compelled to share a truthful and detailed review, as many others don’t seem to reflect the reality we experienced. The Room: From the moment we arrived, the room smelled strongly of damp. It didn’t feel clean or fresh at all. Within three days, we had to call maintenance twice – one issue was a toilet that wouldn’t flush, which took over two hours to be resolved. We had booked less than five minutes before arrival and upon check-in, immediately asked to leave due to the state of the room. The staff refused any refund, directing us to “read the terms and conditions.” The manager we spoke to came across as quite dismissive. The Pool and Beach: On our first day, there were no sunbeds available by the pool due to guests reserving them early – something the hotel doesn’t seem to monitor. My partner and I had to share one lounger. Waiter service is very limited unless you tip generously and consistently. The beach was disappointing. While I understand seaweed is a natural issue, other resorts along the same stretch clean theirs regularly. At Hard Rock, it was left to accumulate, making it unpleasant and difficult to enjoy. We literally saw the tractor drive right past our beach to clean the one next door (Secrets). The Restaurants: The food was inconsistent. Some meals were lovely, others very poor. Unfortunately, you’ll likely be waiting up to 90 minutes for a table even when the restaurant is visibly empty. On two occasions, our starters were forgotten entirely, and on one night our dessert took over 30 minutes to arrive – we left before it came. The lack of air conditioning in the restaurants made dining extremely uncomfortable – hot, sticky, and humid. Service & Amenities: • We had to wait 45 minutes to check in, with no welcome drink or hospitality offered. • Buffets also involve a wait, and basic condiments (salt, sauces, etc.) had to be shared table to table. • Hot drinks came without spoons – every time. • No ice cream was available during our entire stay. • Only two towels in the room, and a token system is required to get pool towels. • The minibar was not replenished at all. • One unsettling incident: we returned unexpectedly to our room and found a security staff member inside. We weren’t given a clear reason, and it made us uncomfortable. We had booked a Diamond Club room, which supposedly offers top-tier service – yet the toilet was faulty, the balcony was tiny with no privacy, and overall we didn’t feel the standard matched the premium rate. Staff: The poolside staff were lovely and really tried their best. It’s clear they are working hard, likely under difficult conditions, but the overall operation of the hotel feels understaffed and under-resourced. In summary, I wouldn’t recommend this hotel. I rarely leave negative reviews, but I hope this helps others make an informed decision. For us, it simply didn’t live up to the Hard Rock brand or basic expectations of a 5-star resort

  Jul 05, 2025
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  Review of cancelation

  This is not a review of the hotel but how they behaved after we canceled our booking. We had a booked a room for 3 days for dates October 2025 through Booking.com. We had pains in advance but with the option of free cancellation. We canceled our booking well within the cancellation window and were informed via Booking.com that our refund of almost $1400 would be processed within 7-12 days. No refund after over a month. I had to send numerous messages and finally threaten to complain to Booking.com before I got my refund back after about 5 weeks

  Jul 04, 2025
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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