Hard Rock Hotel Cancun

Allisha Craig

I had the pleasure of taking a fitness class with Juan at the Hard Rock Hotel in Cancun, and he was absolutely fantastic! His energy was contagious—upbeat, happy, and motivating from start to finish. He made the class fun and easy to follow, even for someone who doesn’t typically do group workouts. Juan created a welcoming and encouraging environment, and you could tell he truly enjoys what he does. I left feeling stronger and more energized. Highly recommend catching one of his classes if you’re staying at the resort!

Kathy Picton

Entertainment staff by Chris, Johnny, Omar, Edu, Ailyn, Fernando made our trip so amazing. We had so much fun a d were constantly entertained. Thank you so much for hosting our family. And the butler service from Ernesto and Victor was amazing. They really tended to our needs and took really good care of of our family and we couldn’t ask for anyone better. We hope to get them next time we arrive

Bharat Surana

Mixed Experience at Hard Rock Cancun - Would Not Recommend We had a mixed experience during our recent stay at Hard Rock Cancun. On the positive side: The location is absolutely beautiful with a gorgeous beach. The staff overall were friendly and helpful. There are many bars throughout the resort with excellent drink options. Guest services were generally good and responsive (except for one frustrating instance), and housekeeping was consistent most days. The spa services were very good. We also appreciated that the hotel upgraded our room upon request, which was a nice gesture. However, several negative experiences left us very disappointed: Limited Vegetarian Options: As vegetarians, we struggled to find good food choices. We made a dinner reservation at Zen after confirming with staff that the chef could accommodate us. Unfortunately, when we arrived, the chef simply removed the fish from regular sushi and served it to us — traces of fish were still clearly visible. This was extremely concerning, especially for anyone with allergies. It was shocking that a resort of this reputation would handle dietary restrictions so carelessly. Rude Staff Interaction: At Ciao restaurant, a staff member yelled at us from behind, demanding we show our wristbands and telling us we could not enter — instead of politely explaining that the restaurant was restricted for certain guests. It was embarrassing and made us feel unwelcome. Poor Guest Service Response: One evening, we requested towels. After waiting over 2 hours and calling guest services three times, we were finally told there was nothing they could do except cancel our request. This level of service is unacceptable at a supposedly premium resort. Worn Out Rooms: Although our room was clean, the furniture and fixtures showed significant wear and tear. It’s clear the property is older and maintenance only goes so far in covering that up. Limited Vegan/Vegetarian Options Throughout the Resort: Beyond Zen, most restaurants had very few vegetarian or vegan options, making dining a daily challenge. Overall, while there were some enjoyable parts of the trip, the negative experiences overshadowed them. For the price and expectations at a Hard Rock property, we expected much better. I would rate this stay 3 stars and unfortunately would not recommend Hard Rock Cancun, especially when there are many other resorts in the area offering better facilities, service, and guest experience.

Stephen Georges

Had a good time. Food was great. Buffet was consistently best I've had. Spa attendant was great also. However there was a spa transaction issue upon check out. The communication between the spa and front of house was not well recieved or well done at all. This ruined what would've been a great stay. It took us 2 days of overseas calls to finally get some results. Both front of house and spa kept pushing the buck to each other.

Michelle Birmingham

Celebrate with me as I recount an unforgettable birthday experience! From the moment I arrived, the hospitality was beyond my expectations. My room offered breathtaking views of the ocean and the pool area, setting the perfect scene for relaxation. Imagine my delight when I discovered a surprise waiting for me: a delectable chocolate cake, chocolate-covered strawberries, and a bottle of champagne thoughtfully gifted by Andre. The excitement didn’t stop there! I joined the dynamic pool jump and kick class led by the energetic trio, Fernando, Pedro, and Chris, making the day even more extraordinary. This celebration is one for the books!