Mon to Fri: 7am to MidnightSat & Sun: 8:30am to 8pm EDT
My now wife and I wanted to get married after we had visited and fell in love with Cancun in 2014 we decided if we get married Cancun would be the place to be. After researching dozens of hotels we ended up booking at the Hard Rock Hotel Cancun and got the complimentary package and it was one of the best choices we made. We had on site coordinator who was with us the whole time and was helping us book everything through email before we arrived to the hotel. Her name is Bryanda Martinez and she was absolutely amazing and professional. When we arrived at the hotel Bryanda went through every detail of the wedding ceremony, reception and all the decorations we had chosen before we came. She explained to us how the layout was and even asked if we wanted to add anything extra if we wanted. The staff we had for the wedding and the hotel staff were seriously the best. We were treated as though we were royalty which is how any guest especially wedding couple should feel. Bryanda got us our own server during our wedding and made sure we were always running on time for the next part of the wedding. My wife and I could not have been happier and we have no regrets staying at the hard rock hotel cancun or having Bryanda as our wedding planner. She was very nice and bilingual which was a huge bonus. After showing our wedding pictures to our family and friends a few of them want to get married at the hard rock hotel Cancun and we will definitely be telling them to ask for Bryanda to be the wedding coordinator. We are definitely going to stay at the hard rock hotel again in the future. We are already planning our next visit back to Cancun and we cannot wait.
Property seemed to cluttered and it felt more like a Spring Break vacation rather than a family vacation. Spraying suds in the pool and loud music are some of the Spring Break activities. The revolving doors have got to go- they kept getting stuck and are not guest friendly. Overall the resort property was very clean and service was very good, but I would not be able to come back here with my family.
Perfect vacation. Amazing service. This was my 3rd visit to the hard rock and I will be back!!! The food and service is great. The servers on the beach are great about food, drinks, chairs and umbrellas.
We decided to come here instead of Moon palace for a change…. In the beginning we all thought it was a BIG mistake.. I would give them full mark if not for the bad check-in process we had. We were 18 ppl & I booked 3 suites at the HR Cancun through our RCI membership, and we were assured each will get a suite that has 2 rooms with common living area, even the gent who I spent over 45 min on the phone emailed me link to the suite we are getting. Well, I made the reservation, for these suites which none of them would have ocean view. My sister called one week after and asked to downgrade to regular ocean view rooms NOT a suite, so they did that and suppose to send us $400 credit as these rooms are cheaper (we got nothing so far). During the check-in process at the members area, we were informed we are getting each 2 rooms connected by a doors and they called suites at HR. We were shocked as this is not what we paid for. My sister with the new room on ocean view had same rooms like us but cheaper. We had go back and forth with the hotel staff to figure out how to solve this major issue. I asked for the manager Francisco Garcia as he tend to reply too ppl on Trip Advisor, but he refused to show his face (it look like he sit behind his desk answering ppl feedback or someone doing it for him). They made us call RCI, which the guy on the phone did not speak English… a lot back and forth, till a front desk guy names Isra told us that he can DOWNGRADE us to an ocean view rooms with connecting doors the next day. Well we had no choice but to accept as it was 3 hrs into the checking process. We had sign several papers stating we are DOWNGRADING from lagoon view to an Ocean view… it was mind boggling on how they categorize rooms here…. we paid more money for mine and my brother than my sister now and ours called downgrade…. After this check-in process I would give HR management, RCI and the ppl who checked in very POOR rating. Well during the whole stay, I have to say the us & the kids (12 of them) ages 7-20, loved the facility, and enjoyed the pool. The food was great in all the restaurants we went. I will review them later separately, but ZEN is the best in my opinion, and their burger was amazing. I need to say that to have a successful enterprise or facility, you need to have 3Ps (Product, Process and people). The Hard Rock Hotel, got an amazing product, a very screwed up process, and the people I would split them. The management people, concierge desk ppl all horrible and not helpful & close to useless, while the restaurants ppl, entertainers, pool ppl, and the workers ALL were outstanding & more than GREAT. Their process is very slow & bureaucratic. The check-out process and getting the transportation back to the airport was painful too… too many papers have to be filled, signed, checked and re-checked… are you for real….. To summarize, I would come here again if somehow do not have the same issues during check-in, as the place is good to be.
Enjoyed my stay at Hard Rock Cancun. Excellent Service I can't wait to return. they paid close attention to every detail. The food was excellent. Family friendly resort. The room and resort were very well kept, very clean