Hard Rock Hotel Cancun

We had our wedding here in April 2024 and it was the most perfect experience. The hotel staff is incredible. Everyone was attentive and went above and beyond to ensure our large party was able to get chairs together during the day. Nestor is the best server there is! Just a wonderful person who we enjoyed spending our day with. We chose our daily pool spot based on where he was working. Our wedding was everything I'd hoped for and more. Itai, our coordinator at HRC, is a rockstar. The vendors were all INCREDIBLE. Zuniga, Tulipania, Styling Trio, Mills James & JJ Studio Photography. We worked w/ Jose, Sebastian & Alejandra from JJ Studios and we had so much fun with them. They are truly wonderful & talented people. Our photos turned out amazing and I couldn't be happier. I could go on for hours about the staff, vendors and overall experience. Thank you to all!

This was our third time staying at HR Cancun, and though the property is showing a little wear and tear, it is hard to beat the value. We have stayed at a few other resorts in Cancun and never feel like they have measured up to the HR. The staff are always extremely friendly and helpful. We love how everything is very close, so room to the beach is usually less than 5 minutes. We had the benefit of staying under a friend’s membership, and thus were granted the Hall of Fame benefits. This resulted in us having a personal butler team, primarily consisting of Jessy and Alexis. They truly went above and beyond to ensure our stay went smoothly. They were extremely helpful with our initial room issues and very accommodating with restaurant reservations, Bali-bed scheduling, and special request. Regarding the amenities, the food is solid (8 out of 10). The only restaurant that we didn’t particularly enjoy was the Seafood place. The shows were pretty good, but thought the outfits were a bit too risqué for our kids (9 and younger). The beach is beautiful, but the combination of heavy waves/undercurrent and extreme seaweed were minor negatives (but completely out of their control). We would definitely come back, but might try out a different Hard Rock location next time to have a comparison.

The hotel location is very good, rooms are nicely decorated and the beach is one of the best in the area; however, the front desk, concierge and vacation planner staff are clueless about their own jobs! We booked a package on the hotel website, which was a diamond ocean view room with roundtrip transfers, a welcome gift, spa discount, a guitar in the room and premium drinks. The only thing we got was the ocean view room. We were unable to reach the hotel via phone or email prior to arrival to arrange transfers, even though we tried more than 15 times in 2 weeks, the staff said there's no such thing as a welcome gift, to receive the spa discount we had to attend a 90 minute presentation, to , which we refused, they wanted to charge $22 USD per person in a shared transfer and the uber to the airport was only $18USD total. The included premium drinks were supposedly in the 3rd floor bar, which was closed, the tequila selection was vey bad, only cheap tequila and for a hotel in Mexico to have such a basic selection of the local drink is ridiculous! The guitar that was supposed to be in the room upon checking was a lie, they advertise this for the Rock Royalty, Diamond rooms and presidential suites, but when we asked at front desk, Eric was rude and condescending saying they cant have guitars for all 600 rooms and laughed, well this is not advertised for all rooms, only for the ones paying premium prices, and it's Hard Rock, this is part of their signature, the hotel was not even at full capacity to me this is just lie. If you are going to this property, make sure to book with a 3rd party and not on their website, avoid the front desk staff, they only want to get money out of you from that 90 minute presentation, those people are useless! In regards to the rest of the staff at bars, restaurants, the beach and pool, they were very friendly and provided good service. The entertainment was very good and the live music at the lobby provides a good vibe. Food was good, not amazing, the décor in the common areas is very nice and the pool is great with an amazing view. Overall I wouldn't go back to this hotel because I had such a bad experience with the staff and not getting everything we paid for, I feel robbed!