Hard Rock Hotel Cancun

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

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.

Hard Rock Cancun is a wonderful resort. The food was terrific this visit and service was top notch. I truly believe you get a lot for the money you spend. Room service: food and service were great. Food always came within 20 minutes. Our biggest complaint is the reservation making process. The app isn't very user friendly. The entertainment at the pool was good especially the live music. Dixie was really good at creating fun experiences. Willy at the pool always helped with towels and also invited us to rock star floor for lunch. Margareta in banquets was very sweet and gave excellent service. We loved live music at the pool! There should be more of this earlier in the day. We are excited to see what the renovations bring!!

Hard Rock Cancun. What can I say? This place is small but mighty! JESSY made our entire stay from beginning to end incredibly fun and memorable! She took care of our family of 9 as if we her own. From reservations at all of the restaurants to shuttles to and from our excursions, Jessy was there for us. My daughter stayed back one day because she wasn’t feeling well and Jessy offered to bring her a heating pad from her home. THAT is service, folks. I’m not selling short the rest of the staff. There was not one person who was not customer service oriented but I’m not sure what we would have done without Jessy. I highly recommend this all-inclusive resort.

We arrived for a day pass, as we were staying at the AVA. Resort is a bit smaller than we expected, but the service is top notch. We didn’t want for nothing. At every turn we were greeted kindly and attended to promptly.

We used a day pass to enjoy the beach at Hard Rock from Ava and were greeted with great service throughout our visit. We are especially grateful to Jessy for reserving us a spot on the beach and making sure we were comfortable while there. Thank you!

I was at the Hard Rock Cancun last week, and I can say it is a very pleasant, fun hotel with good food and, above all, excellent service from the entire staff. It was my first time there, and I want to highlight the outstanding work, effort, and dedication of our butlers, Jessy Verde and Roberto Mendoza—especially Jessy, who was always attentive to our needs to ensure our stay was the best it could possibly be. I highly recommend her for her excellent work; thanks to her, we enjoyed a wonderful room. Thank you, Jessy; we truly appreciate your great dedication.

We went to the hard rock cancun for the day. It was so beautiful. Fun entertainment staff. Food was great and the service was out of this world. The best part of it all was our butler Susie who made the day most memorable for us. Thank you so much Susie😊

The trip we had at Hard Rock in Cancun was amazing. It was my first time there and it was the vacation I needed. Everyone was so nice! And the food was amazing! I definitely gained extra pounds and I’m not mad about it! There were 2 people above all that made our trip perfect. Fausto and Yenni. Fausto always greeted us with a smile every morning and always delivered a friendly and professional attitude. Yenni was amazing with how she would take our orders and delivered our drinks. As well, she was also super friendly and professional for us! Me and my partner were a bit scared of feeling judged for being gay at this resort but the complete opposite occurred. We felt like family when we came to the pool up on the 3rd floor. It was perfectly relaxing and with such friendly staff it was a home away from home. We are so grateful we got to meet them.

We had an amazing stay at Hard Rock Hotel Cancun! Jessy took wonderful care of my entire family and me from beginning to end. The service was truly superb — friendly, attentive, and always making sure we were comfortable and happy. Thank you, Jessy, for making our vacation so special! 🤝😊

HardRock Cancun is our favorite resort mainly because of the wonderful staff who take care of us year after year. Special shout out to the following: Pool Guys - Mariano, Angel, Tacho, Willy, Tony, Edwin, Fausto and Enrique Pool/Beach Servers - Jesus, Charlie (Carlos), Jessica, Jaramillo, Angel Breakfast - Hector and PeeWee Smash Bar - Mixtega and Alejandro Housekeeping - Esli Entertainment - Ailyn, Dixie, Christopher, Antonio (I Love Tony), Gama Butler - Roberto (Rorro) Our room was great, air conditioning nice and cold. Food was good, entertainment was fantastic but again, it is the staff who make the visit worthwhile. I know I left out many wonderful people, but the ones I listed are nothing short of fantastic. We have become family with them as we visit each year.

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.

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

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!

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!

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.