HARD ROCK HOTEL

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.

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.

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.

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! ❤️

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.

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.

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

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!