Hard Rock Hotel Cancun

Boulevard Kukulcan Km 14.5 | Cancun 77500  [SEE MAP]Cancun  [SEE ADDRESS]
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Courtesy of Hard Rock Hotel Cancun

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at the Hard Rock Hotel Cancun

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Guest Reviews

TripAdvisor Traveler Rating 2

Not Great, should strive for better.

Nov 20th, 2019

First let me state that we have been going to Hard Rock for 5+ yrs. We love the service and staff there. Many will go above and beyond to make sure you have a great stay. It rained so hard one night that Elizabeth, from kitchen management, took us from the Frida restaurant thru the kitchen because we were traveling with our Mom, who is very elderly and could not get through all the water easily. She even made sure we could get dessert in the lobby. Pee Wee, Gray, many of the bartenders and service personnel in the restaurants, pool and bar areas, work really hard. They treat you like family and are so kind and should be noted for this! Now for the area that needs to be improved. The check in desk can be hit or miss. Sometimes you get good people, sometimes it can ruin your vacation on day 1. Susy was the management on staff when we checked in on 11/9/2019. We requested the rooms to be together because of mom traveling with us. This request was achieved, but we had booked a King room and a 2 double beds room. We expressed our concern over not receiving the king bed and then went back to checkout. One of the check in personnel, a guy whom I don't remember his name, stated that rooms are not guaranteed. I showed my confirmation, but he acted like it didn't matter and dismissed me and the situation. I asked to speak to a manager, but he stated that she said the same and that I could speak to the Concierge if I needed further help. The Concierge was kind and tried to resolve the situation. She brought us back to the check in area, and got the attention of management, which was Susy (RHCP), who btw, before did not want to speak to us, and stated no rooms are guaranteed, end of story. Well, Susy did not become any more hotel guest friendly than before. She was dismissive, not very understanding, and did not provide any further resolution to the situation. Unfortunate. So, when booking this resort, understand that rooms are not guaranteed. Groups can and do take precedence at times, and you may not get what you originally anticipated/confirmed as your room. Groups can and do at times take over the restaurants as well, early times will be booked etc. The hotel itself is in need of a much needed facelift. Your room view can be one overlooking ugly rooftops, maintenance areas, etc. So, please be aware of this when booking, but good luck with your confirmation or request. The rooms are very clean and room service personnel are really great! Thanks for listening. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Hector, Alex, Mayo Market restaurant

Nov 20th, 2019

Amazing staff members. Attentive and very cheerful. Will attend to all your needs and nothing is too much trouble for them. They remember your names and even your preferred beverage at breakfast. Always ready with our English tea 😊 they make you feel very special. This team is an absolute credit to Hard Rock. They presented us with a lovely personal departure breakfast plate. Thank you to you all x The Spencer Family x Hope to see you all on our next visit. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Pool bar

Nov 19th, 2019

Had a great stay! 16 of us stayed a week. Willy and Pedro at the pool bar gave excellent customer service. They offered great drink selections and were very courteous. Had a great trip! I will return! TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Hard Rock cancun market

Nov 19th, 2019

Go to the market and visit my guys Peewee and Andres. They took care of us and kept our drinks full. And they are a fun time! We saw them 5 days in a row for breakfast and lunch. Excellent team. Very friendly. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Hard rock hotel - the market restaurant

Nov 19th, 2019

If you ever go to the Hard Rock Hotel in Cancun, ask for “PeWee” (yes, that’s his name). He works in “The Market” restaurant during breakfast/lunch and will keep your Mimosa glasses full. Outstanding service and dedication...always put a smile on our face. TRIPADVISOR.COM USER 

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