Starting with the good things: the beach was beautiful. The rooms were nice and kept cold. The tubs in the room are a fantastic touch and the shower is so nice. The cleaning service was nice and they cleaned the room thoroughly. The pool was really big and the entertainment team was great. The shows at night were spectacular! The food was pretty average and it tasted good although at the hibachi restaurant they were pretty skimpy with serving sizes. The beds were SO comfortable! Now for the negative: Firstly, they are super STRICT with masks. We aren’t even as strict as they are over in the US- being told to wear a mask everywhere we went got really annoying. The alcohol is 100% WATERED down. They don’t really have top notch liquor, and when they did like at the pool swim up bars, I feel like they were watered down. I had like 5 “Tito’s” and club sodas and anywhere else I would be drunk, but here I wasn’t. Honestly the alcohol- from the champagne to the hard liquor just gave me and my boyfriend heartburn. We didn’t really drink because of this. Another negative thing is the gym. You have to make an appointment to go between 8AM-10AM and they only allow 10 people in the gym, because of “Covid.” As an gym-goer this sucked because on vacation I wanted to workout early but the spots were filled, and working out from 10AM- 11AM because that’s the only time was annoying because I’d rather workout early and hit the beach around that time. There’s no warm welcome with a drink in hand. The elevators never work. The pool was nice but I never saw them clean vacuum it and we were there for a week. The hotel room door is thinner, and you can hear everybody. Rowdy spring breakers at 3AM was not ideal. Overall we probably wouldn’t come back.

When you visit Hard Rock Cancun please ask for Nestor he works with Hall of fame members next to the Spa Nestor is a Hard Worker and he took care of us extremely (like no one else) he bring us constantly drinks and food our stay was so relaxing and pleasant because the type of service we have. Ask for Nestor if you want to have a relax time!

The staff is what makes this resort special. For example Jessy warmly greeted us the first day we arrived to find out what we might need help with. We had several requests and she started getting results immediately. We have been going to this resort every year for the last 10 years and have already seen many improvements this year. The food the drinks the service are fantastic. The wine is much better than last year. Oscar just came buy with the drink I always order with a big smile. What a great resort.

FAIR WARNING!!!! This place had to have been the WORST HOTEL I HAVE EVER STAYED AT IN MY LIFE. I have been to Cancun over 20 times, and have never experienced such horrendous food, poor service, filthiness, and disrespect. THEIR OUR MANAGER AT THE FRONT DESK SAID WITH HER OWN WORDS NOT TO RECOMMEND ANY TO THIS HOTEL AND THEY ARE CLOSING THE HOTEL DOWN DUE TO HOW HORRIBLE IT IS!!!!! To start off, we waited about 4 hours for our room to be ready. There were people who had arrived to the hotel later then us and received their rooms before us while we were standing right in front of them listening to them give rooms to others. They had told us that our rooms would be ready at 3:00pm, and at 2:58pm we came to ask if our rooms were ready and they told us that they would be ready for 3:00pm... I don't think it's very acceptable that 2 minutes was going to make a difference even after making us wait hours and hours after such a long day of traveling. After receiving my room, the AC was broken, their was water leaking from the ceiling, and our sliding door to our balcony would not close properly. We had to constantly call the front desk to try to get someone out to come fix it that way we did not have to sleep in 80 degree weather in a room where it was 95 degree and humid outside. After them coming out three times, and still not fixing the issue OR offering us to just switch rooms, we had to beg them ourselves to get them to give us another room while we had to wait until the next morning for. There were bugs on our pillows, the shower door wasn't screwed on properly making it almost about to fall off every single time we showered. The room AND balcony was so filthy that we walked around with a shoes on the entire time we stayed here. The food was absolutely disgusting. EVERY meal my family and I, (keep in mind there was a group of 10 people) had eat at any restaurant they had at this hotel wasn't good, which forced us to leave the resort for breakfast lunch and dinner for the 6 days we were there. We were forced to have to walk 20 minutes in 95 degree weather just to get some food, coffee, and snacks since we were practically starving the whole time we were here. As a daily coffee drinker, they provided us with coffee that was literally boiled water. They gave out no water bottles, and gave out water in glasses with NO straw which is very unsanitary even during a pandemic that we are going through. The staff was extremely rude, and unfriendly. Each time I would ask for a towel for my husband and I, they would not give me more then 1 towel per person. The bartenders would roll their eyes, and get irritated when we would ask for more then 1 drink at a time. They would lie and say they did not have a certain liquor, when I could see the drink in the drawer RIGHT IN FRONT OF MY EYES. PLEASE SAVE YOUR MONEY, TIME AND DO NOT STAY HERE!!!

This once fantastic hotel has gone so far downhill it is unbelievable. As a VIP member at this resort, I am so disappointed with the service, entertainment, drinks, and treatment. There was not a single pool or beach game during our entire stay. There was no entertainment during the day. The bars did not make good drinks. And the service was very bad compared to other resorts in the region. On top of all this, we were promised so much when purchasing the membership and they won't follow through with any of their promises. I would highly advise not wasting your money at this resort and definitely don't be tricked into paying for a membership. They will make all sorts of promises - they are great salespeople - but you will never get what you are promised and will likely regret your decision. I wish I could give it 5 stars and be thrilled with the experience, but unfortunately this was a huge waste of money.

There are reasons why I like the other hard rock locations better… However, I came here to say that Angel and Principe on the 3rd floor VIP pool made the experience here a great one- they were extremely kind and patient with everyone they were helping. Very thankful to them! If you can find them when you are here they are sure to take the best care of you!

The view of this resort is unmatched. I had an ocean view room with a small balcony, and I loved it. The service staff were very friendly. They did not speak English but were very eager to ensure the bar was stocked and the rooms were clean. That is the extent of the pros for this resort. Cons: 1. The food was mediocre at best. I ate at every restaurant and the food tasted like mass produced food. Very very average. 2. The sales pitch for the timeshare was annoying. Even if you decline to attend the presentation, your "greeter" tends to be very persistent. So we said yes. what a mistake. The presentation ran more than 90 minutes. During the actual price negotiation, they brought the price down multiple times. They are relentless. 3. Customer service is horrible. Those working the front desk were not very helpful and at times were borderline rude. I am going to give them the benefit of the doubt and say English is not their first language, so they were not fully aware of the impact from certain word usage. 4. The drinks are watered down. Normally I can only consume 2 drinks before I am ready to hit the floor. This place had me drinking almost all night and I never felt a buzz from the alcohol. I had a friend bring bottles from the airport. I would not recommend this place to anyone, and I will certainly never go back.

Normally you don’t meet the chef. But the chef came to our table to check on the food. Great food, grilled sea bass was delicious. Shrimp dish was awesome. Rodolfo was excellent with his services as well. Only thing if you can have more light inside that would be great as we could not read the menu.

Being a Hall of Fame member has amazing perks and well worth the upgrade! Jessie and Hector were our right hand people during our stay and they were made our stay that much more enjoyable, special and easy to navigate throughout the week we were there. Hector actually helped us back in 2019! Great to see employees sticking around year after year. In addition, Jesus took great care of us while we were on the beach! Highly recommend him for your beach day. Lastly, the change in chef at this resort was great. The food was much better this time around and we noticed a great difference since the last time we were here. We’ve been here 3 times now and can’t wait for the next time we’re here with our Hard Rock Cancun family.

Had the absolute best time on my trip staying at the Hard Rock in Cancun. The staff there is phenomenal they take care of your every need and are super friendly/helpful. The place is gorgeous with the most amazing views. The food is excellent, the quarters are kept clean at all times and there’s a ton of great memorabilia to enjoy. The infinity pool with swim up bar that looks out at the ocean was a joy, beach access with chairs was a big bonus as well. There is also plenty going on and to do while staying here. I even caught a Queen cover band at their venue one evening! Cannot express enough how much I enjoyed my stay and I 10/10 recommend this location!

The location was great. The staff was perfect and accommodating. The place is definitely older and starting to show its age with the food selections or lack there of. It wasn't the younger crowd I expected but it was also the off season. We had 8 of us at a bachelor party. The rooms were not together and all over the place.

You really paying for the name and location. The rooms are old and dirty. Rooms come with hot tub and the tub was filthy, asked for it to be cleaned and never did. The cleaner service it horrible all the do is change towels not even rags. Barely even do a surface clean which is crazy. The mini bar is full of flat soda. Everything in the room was falling apart. Food is very very bland. Crackers don’t even come with the soup that’s crazy. All around I wouldn’t stay here and the reviews are definitely a lie. And I see why they don’t have pictures of their amenities like the game room bc it’s only 2 pool tables and a couple arcade games. The liquor is beyond cheap and fake. I was throwing up off 2 mimosas just 2 and I’m a brunch girl. The only nice thing is the pool that’s it. It’s a lot of nicer hotels on this strip. Please proceed with caution.

I recently had the pleasure of staying at the Hard Rock Hotel, and it was nothing short of a dream vacation. This resort is a true paradise with its pristine beach, refreshing swim-up bars in the pool, top-notch entertainment, and impeccable service. The value for the price is exceptional. One of the standout aspects of our stay was our Host/Butler. They went above and beyond to ensure our experience was absolutely outstanding. Their attention to detail was unmatched, and they made it their mission to fulfill every request we had. Their hospitality made us feel like cherished guests in their own home. The cleanliness of the rooms, the well-maintained hotel, and the lush tropical landscaping all contributed to the overall charm of this place. The variety of food and beverages available was impressive, catering to diverse tastes. The entire staff was polite and always eager to assist with anything we needed. Every stay at this hotel has been consistently fantastic. It's a destination I highly recommend for anyone looking for a memorable and relaxing getaway.

Very beautiful place can’t wait for the new one to open and for the new remodeling. Our butlers were amazing we had AB and Hector, they really did a great job on accommodating for us and making sure we were having a great time. They even upgraded our room since there was a leak that we didn’t know of; the Hall of fame is also very well worth getting. Food was amazing and our server Alfredo always did a great job along side with the bartenders at the float bar and smash bar. Every one was friendly and very attentive.

We had the best time! Superb accommodations, great food, very clean and organized! Our Butler’s Gerkyl and Ernesto were FABULOUS and VERY ATTENTIVE! We enjoyed our special meals, Champagne, and cheese trays they sent to our room. Our massages were so relaxing and well done along with our after care. Our chef at the Island Restaurant was great! He prepare a special shrimp dinner for all of us, requested by our butlers.

I had the best time at the Hard Rock in Cancun. The food and service were great. Poolside entertainment was excellent and so were the staff. Seki and Angel helped me everyday at the pool. Everyone was so helpful and kind. The evening entertainment was amazing (Michael Jackson show). The rooms were very clean and comfortable. I would recommend the Hard Rock to anyone planning a future trip! I didn’t have a single thing to complain about.

Beautiful resort with amazing staff. Rooms were nice size hotel type room, with 2 person jacuzzi style tub in bathroom. Resort was extra clean, but could tell it was older. They were do renovations during my stay, so it may be getting facelift. My room was 218 on beach side. View was obstructed by palm trees. Also there is a staff area ( maybe manger or smoking area) outside below the room and staff was very loud hanging out early in the morning. Additionally Because of upgrades, construction noise was loud. Staff was amazing. All very friendly and accommodating. Food was pretty typical for a Mexico resort. I was fond of it. However I’m a picky eater. Asian restaurant and pizza and burgers at pool were the best. Room service was quick and tasty. Lobby ( smash ) bar was the best. Night time bartender Angel deserves 10 stars! Dive bar at the pool was also great. Lots of loungers around the pool , so no issues getting a spot. I was a bit disappointed that there wasn’t a disco or dance bar. Shopping in hotel also was a bit lack luster

Hard Rock Cancun is a great resort and experience. Our butlers, Jessy and Alexis, were very helpful and available. Waiter Carlos and bartender Angel are excellent. The pool is large and clean with two swim up bars. Great food and drink selections. Beautiful ocean view. I recommend this resort.

The Hard Rock Hotel in Cancun is an absolutely wonderful resort. It's positioned in the middle of Cancun's hotel zone so it's an easy ride from the airport which is nice. The beach is perfect - plenty of space to lounge and boasts amazingly turquoise water - it's absolutely beautiful. The pools are plenty large enough and feature a large bar at both ends, stocked with premium spirits. Speaking of drinks - they were all very good, no complaints here and I'm picky. Same goes for food - all excellent and plenty of variety. It's also worth mentioning just how friendly the staff is - everyone we encountered was smiling, polite, and incredibly helpful, which was very much appreciated. My only gripe is that it was very difficult to get a good night's sleep here during our recent vacation due to people running around and yelling in the hallways at night. Also, the doors to each room are configured to automatically close extremely hard and loud and no one seemed to care about trying to get them to close quietly at night, so that was pretty annoying. Outside of that, we absolutely love Hard Rock Hotel Cancun and can't wait to return for our third time.

Very nice and clean hotel. Nice pool, could have been colder water in it because it was really hot out. Good drinks. Good restaurant options with a lot of choices. Especially catering towards people with dietary restrictions which is nice bc my girlfriend is scared of cheese and lactose intolerant. They have some cool shows going on there at night. There isn’t any night life there which was a negative. Also there are a lot of perks if you are a member (timeshare) that regular guests do not have which was annoying. Also have to wake up super early to go downstairs and get a chair by the pool (they reserve about a third of the chairs for members). It also doesn’t feel tropical or that you are in Mexico, because it is a hard rock. You could’ve been in Florida and not able to tell the difference. It’s a nice spot and good experience but I wouldn’t go back

We stayed at The Hard Rock Hotel Cancun for our Honeymoon August 2022 and wow, what an experience. Absolutely beautiful hotel, some areas of the hotel do need updating and are not quite 5 start standard but this did not impact our 5 start stay. The staff are 100% amazing at all times. They tend to your every need and work so hard to make your stay is enjoyable. The food is unreal especially the steak house and Zen restaurant. The shows are unreal, so many talented performers. The drinks kept flowing and the staff made sure that we never had an empty glass. Our room was beautiful and spotless and they came to clean it everyday. The pool and surroundings are breathtaking. Definitely recommend 👌

We made a second trip to the Hard Rock Hotel Cancun, this time as a large family group of 20+. The service we received from a select few employees made the trip a much better experience than it could have been. Toledo in the restaurants took fantastic care of us. Jose in concierge was the most attentive and helpful staff members in the whole place. Everything we asked for was completed (outside reservations and excursions, celebration events etc) - no matter how hard he had to work to get it done given our group size also. He was a constant face and our go-to for everything. Can’t thank him enough! Hard rock- don’t lose him!

We had an amazing time , the staff was so friendly. We had the best Butlers, Candyman and Hector. They were so accommodating. Our needs and wants we’re met in a timely fashion. Always with a smile. The wait staff was awesome, as well. The food amazing, the activities fun,.. my first time here, and won’t be my last! Blessings to you all!!!

The hotel really went out of their way to accommodate my large party. Pavel was our butler and he made the trip extremely unforgettable! He made each person feel special and even put chocolate covered strawberries with champagne in each room. I would 100% recommended the hotel and upgrading to the rock royalty.

My boyfriend and I stayed 4 nights at the Hardrock Cancun Rock Royalty Suite with our Personal Assistance, Rafa. This trip is on the top of my list and I have stayed at many resorts. I loved the service we received. The view from our room was breath taking. I loved the food selection. They also offered high-end alcohol. We paid extra for the Personal Assistant, Rafa. He really made our stay easy. He was always available and responded to our messages right away. He already had our dinner reservations scheduled before we even arrived! Any request we made, he did his best to make it happen. Our jacuzzi was filled every evening like we asked him! I loved the staff as well. There were a ton of spring breakers there and they handled the crowd very well. We didn't have to wait to eat, get drinks, or get service. We would definitely stay here again!

This place has provided an outstanding experience for myself, husband and the large party I am traveling with this year. We stayed at another resort that was subpar last year. Decided to mix it up and go with Hard Rock Cancun. The staff and property knocked it out the park. Special thank you to: •Jesus, in concierge • Cindy, in spa service ( I recommend the hot stones) • The entire valet department. WOW • The Culinary department deserves a round of applause. That includes front of the house and back of the house staff •Visit Guadalupe, in at the jewelry shop. So friendly.

We booked our stay through a third party and weren't aware we needed our passport to check in. They weren't allowing us to check with our state I.D's and after hours of trouble shooting we were ready to return home. However Luis Flores and Karen Flores from reservations went above and beyond to resolve our situation. I truly can't thank them enough on how understanding and patient they were with us. After the 1st day it was amazing, when I say every every staff member is friendly and go above and beyond. Food service was great and atmosphere. I applaud had rock for having such a great team for their guest. We will definitely be returning. Thank You!

The place needs to be updated, but only because the competition is fierce. We went on this 1 week trip and I proposed to my soon to be wife. The only thing we left the resort for was to golf and golf was expensive, poorly managed by vacation planners at the resort but so beautiful on the course. The food was 8/10 and mostly because I wish there were more options and better room service. The staff (not the people who try to sign you up for time shares) is what makes the vacation the best. They are incredible people who are so caring and make the experience once in a lifetime. I would go back just to see them truthfully. Vanessa the waitress in the main lobby bar area was absolutely the kindest person I’ve met, when I told her we just got engaged she started crying and set up a special table and got us a delicious dessert. Every night we saw her she hugged us and hung out with us for a while and got us anything we needed. We saw her our last day checking out and we talked for a bit and told her how much we appreciated her. We really hope to see her again. Willy at the bar is the best bartender there ever will be. He is absolutely incredible, he is such a loving soul and really has a sweet soul. He always made sure we were happy and here isn’t 1 day he didn’t pick us out of the crowd and yell to us to say hello. Love you Willy!!

Everything was nice. Servers while dining are fast. Activities are done at the main pool. I recommend Regina and Gustavo because they make the activities a bit more fun than the one people. Full of energy and very nice people they are. 1st time here and will be back here next year.

All the services were great! The staff were very welcoming and accommodating. There was plenty to do, from great restaurants, to great pools and beaches. All the staff, the waiters and cleaners and cooks, were friendly and quick to respond! I'd like to shout out Gray, Carlos, Lupita, and especially Jacqueline from the zen restaurants for their excellent service. The rooms were clean and had great views of the beach and pool. The showers were a personal favorite 😍. Overall a great experience!

We had a sister’s week vacation at this amazing hotel. From the moment we arrived, we were greeted with smiles and kind words and acts that made our stay so much easier and nicer. We were lucky enough to have two fabulous butlers, G and Neto, who granted our wishes from wine delivery to the room, setting up our dinner reservations, poolside lounge chairs, the excursion, and a million other things. They checked in with us daily but did not bother us. They were gracious, polite, and answered our many questions (thanks, G). Our room was amazing—we had two queen beds in two different rooms. Food was very good with lots of options. We liked Zen the best. The ocean was the color of blue topaz and was cooling but not cold. Pool had large area to sit in the water and my sisters and I spent a lot of time in and near the pool. Evening entertainment was interesting and only 45 so perfect for after dinner thing to do. Overall excellent experience.

Recently stayed at the Hard Rock Hotel and I must say, the experience was elevated to extraordinary, all thanks to some remarkable staff members. Edwin, at the pool, was not only attentive but also incredibly friendly, ensuring our pool time was safe and enjoyable. Another Edwin in security impressed us with his professionalism and approachability, making us feel secure and well cared for throughout our stay. And then there's Fausto, whose hospitality and efficiency were simply outstanding. These individuals truly made our stay memorable and are the epitome of exceptional customer service. Highly recommend!

We had a lovely stay at Hard Rock Cancun. The food was great, the employees were all so helpful and friendly and the location and rooms were amazing. We greatly appreciated G and Netto who were so so helpful during our week there. They helped make it go smoothly and as a result, we really relaxed and felt pampered. Thank you! We went to the gym while there and it was nice and clean and easy to work out. The staff there were friendly.

Great resort and people. My experience was amazing. I walked in and was greeted with drinks. All employees went above and beyond, remembering the drinks you had and having them ready for you. Kids club again amazing, kids enjoyed every minute. Great food with so many options you would not get bored. If you love music this is the place. It’s an experience.

We had a overall good experience during our three night stay at this resort. The resort is located in the heart of hotel zone so it felt safe all around. The overall condition of the property is very good. The rooms are good size but having a hot tub next to the bed didn't make it ideal during the stay. The service was in general above average. We are a vegetarian/vegan family and we had enough food options for our three night stay. With that said, overall food choices seem light. One area of caution is to be aware of the employees trying to push a time share just after the check-in. I quickly realized that the "tour of the property" was getting more into long presentation and I had to literally walk away from the person. Other than that, we had a good time.

The room was cleaned frequently but did smell. My service review is specifically for Principe at the main bar. He was a great server. Very attentive and kind! Jesus and team made our exit dinner buffet excellent. They brought us out a cake.

Maser and Brenda were absolutely amazing! All of the entertainment staff did such a great job with getting everyone to join in all the games that were played. We had the most amazing time here with our group. The Minnesota sexy people! 😂 Thank you for giving us the vacation we needed. It exceeded our expectations as this was our first time to mexico. Thanks again! We will definitely be back.

We stayed for a week at the Hard Rock Hotel Cancun over my wife's birthday, with the Rock Royalty upgrade that had a personal assistant, Pavel. First of all, this is a great hotel. Plenty of decent food options, quiet spaces and nightlife options, fantastic helpful friendly knowledgeable staff, very clean spaces. The hotel has a cool program to have a guitar sent to your room and a little jam space with musical instruments to play. Highly recommend this place. Our personal assistant Pavel, went above and beyond to make sure everything needed was perfect. There were even a few instances where he did a few things that he wasn't required to do, but made sure we were set. He was available with a text at a moments notice, prompt response and awesome to a have a friend on site. Highly recommend, 5 stars, A+, 110%.

Diego from PR department came in to help us day 1. We had some housekeeping and crib arrival issues but luckily he came to help resolve. I would recommend this hotel for a family who likes music and fun atmosphere. I’d give the food a 3 and hospitality a 4. The rooms are nice but slightly dated. The pool bar and servers and helpers were the best by far along with Diego. The hotel gets a solid 3.5-4 stars.

Everything about this resort was AMAZING and BEAUTIFUL. The staff were SUPER friendly and the two best bartenders that served us were Freddy that works outside the pool bar and Willy who works in the inside bar in the lobby. They both were super amazing with checking up if we needed anything, were making drinks back to back with no stressful look on their faces and made every drink delicious! The excursions that the vacation planner helped us with before we even checked in was very on top of planning and organizing dates and times. The pool, food and drinks were amazing honestly, I would 10/10 come back next time I'm in Cancun!!

Great hotel that excels in its customer service. Special mention to Javier from the concierge team as he was really helpfull going the extra mile to make sure we had everything we needed. Amenities are great, the pool and beach are really nice. Rooms are quite spacious and the room service is really useful and with a good variety of choices. The only thing I would improve a bit is the food as its only 4 starts in my opinion.No natural juices at all is a bit strange and some main courses were a bit boring and lacked taste.

Vanessa is a very charming and sweet woman. She was very accommodating and quick with our drinks. We wanted to drink with her ourselves but she is very professional and declined us. Every time we saw her after the first time she served us we had to chat with her. She is easily your best employee and deserves a raise. God bless her. The world needs more people like Vanessa.

This place is really awesome, is a little small for the quantity of rooms and people so many times you feel crowded. The food and drinks are included and they're really great. As the HRH Rivera Maya, this hotel has an amazing kid's club and you can leave your kid there with no problems or charge (4+ yo). We enjoy it and love it.

We enjoyed our stay here for our honeymoon, the hotel was great and the staff were really welcoming and friendly, so helpful! Shout out to the entertainment team for making our visit so fun, especially Christian and Regina, credit to the team. Also seki and Adrian were great help by the pool. Only thing could be improved is more variety of evening shows, we were here for 2 weeks and watched the same ones, we also didn’t receive the honeymoon package as promised on the website which was disappointing, we also had to keep asking for the mini fridge to be restocked but overall have to say the staff is what made it for us.

My family vacation in Cancun was awesome! We stayed at Hard Rock Hotel and were assisted by amazing professionals. The concierge Luis was very efficient, knowledgeable and went out of his way to help us. Renata from Legendary was always available to assist us. We had a fantastic, private photoshoot with Mario at the best spots. Marisol at the Rock Spa gave me the best deep tissue massage ever! Erika at the front desk was very understanding and nice, like everyone else at the hotel! The amenities and special events were great too! We will definitely come back! I totally recommend this fun, incredible experience!

Everything at The Hard Rock Cancun went above and beyond my expectations. From the staff to the amenities, the overall experience was wonderful. I stayed for a full week and by the end of the trip it was hard to leave. Each individual restaurant within the resort is full of a variety of delicious foods, as well as outstanding staff! Around the pool and at each bar, the staff is also outstanding. For the first time at an all-inclusive resort, there was not one staff member that was not willing to help with any task as well as always there to greet you with a smile! Although each staff member performed outstanding work and showed their service-minded hearts, there were a few specific staff members that stood out to me personally. First, the personal assistance of Jessy and Alexis was phenomenal. Each day, they were consistently checking in and ensuring my partner and I were having the best time possible. Aside from ensuring we had dinner plans and spa reservations, they constantly sent gifts to our room such as chocolate strawberries, champagne, and other liquor beverages, and even decorated the room in rose petals one day! The next outstanding staff member was Ivan from the Smash Bar. He provided reliable and fast service and was willing to help with any needs we had. The second my boyfriend and I stepped NEAR the Smash Bar he was there offering us our favorite go-to drinks with a smile on his face! Tony from the concierge desk was the next memorable staff member. He constantly provided fast service, as well as helped book a reservation and transportation for dinner at Harry's Steak House, which is just across the street from the resort. Sammi from Miami who works in luggage is the final outstanding staff member from my trip!! He has been around the resort for a long time and is very personable. He remembers his guests and provides such a nice environment.

My husband lost his eyeglasses after dinner while hanging out outside behind Toro restaurant, so my son and I asked around and met the Concierge team, Sebastian, Nora, Tony, and Kenny, who assisted us very kindly, especially Sebastian, who took the time to look for it and bring to us. Hard Rock Hotel employees are honest and trustworthy. I appreciate all the excellent services you have provided to all the guests and us. I highly recommend this place!

Thank goodness for AB (Abraham) our butler and Macho our pool attendant. They both have gone above and beyond to make our so graduation trip so special for this group of girls! Without them, we would not have enjoyed this celebratory trip in the same way. Thank you AB and Macho!!! Sadly every other service/interaction has been the exact opposite, at check-in and the Legendary personnel, in particular. A good rule of thumb for them to know and practice is how to accommodate guests, with a smile and eagerness to provide exceptional service. Very disappointed.

Fantastic time had by myself and family. The staff are absolutely amazing. The pool staff Macho, Angel, Edwin and Tacho were brilliant making sure we had the seats we wanted everyday around the pool. The entertainment staff were simply the best !! Bar staff,servers cleaners worked exceptionally to make sure our holiday was truly the best time.

The hotel is gorgeous and the service is even better. The staff is so friendly and nice, but AB(Abraham), Hector, and the rest of their team were incredible. Attentive and friendly don’t even begin to describe them. They went so above and beyond, it was really something else. You may stay at fancier places but I highly doubt you’ll deal with nicer people. To me and my family, that goes way further. Thanks again!

We just returned from celebrating our honeymoon at the Hard Rock Cancun. It was our first time at an all inclusive and it did not disappoint. From the moment we walked in the door we were treated like returning family members. Tony our concierge took care of us during our entire stay. He made sure to book all of the extras in our honeymoon package. And also followed up each day to make sure everything went smoothly. We were first time guests and instantly remembered our names and made us feel like VIP. We listened to the vacation membership presentation and received a “free” Bali bed on the beach for the day. Chris took care of us on the beach and was so awesome! He even recommended a new favorite drink- a guava daiquiri. He was so hard working in the heat and always had a smile on his face. Li at the pool bar kept the drinks coming during our visit and Rayli near the pizzeria had us laughing and feeling like old friends. Even the pool entertainment staff were awesome, engaging and funny. Definitely made the pool more fun! I really can’t say enough great things about the Hard Rock. We had a great time, the food was good, the hotel was clean and the staff was above and beyond. We will definitely be returning for future anniversaries and will recommend to friends.

The service here is outstanding! Our butler, Alexis, went above and beyond to meet our needs. He was there for us 7 out of our 8 day stay. Each day he had chairs reserved at the pool or beach, dinner reservations made, encouraged us to attend the evening shows, made certain he had another person take care of our needs in his absence, assured that whatever we needed in our room was done efficiently and in a timely fashion, personally greeted us each day at least 3 to 5 times to check if there was anything else he could provide and before he left late in the evening asked one more time what else he could do. Alexis was attentive, pleasant, and thorough with details. We will ask for his service when we return. Other staff who were extremely helpful, cordial, and outstanding were Denise, Jesus, the concierge, Principle(the waiter at the third floor pool) and Sol. It was as though I knew them as family members- every day smiling- it's great when there are staff who love their job! The food, beach, entertainment, drinks were top notch!

I had a great experience at hard rock, all of the staff are polite and welcoming, always doing their best to please all of the guests. I would like to give a shout out to Jesus at concierge he was extremely helpful and so nice!! He saw we were upset the steak house was closed the night were wanted to go due to an event and went out of his way to make sure we had a reservation on our last night! Thank you Jesus and all of the staff at hard rock for making this a great vacation! I would definitely stay here again.