Hotel Overview

To live like a rock star means never being far away from the action. Lucky for you, the all-inclusive Hard Rock Hotel Cancun puts you right in the middle of it. Located in the heart of Cancun's Hotel Zone, the hotel pays homage to a lifestyle of excess – a 12-story marvel that sparkles against the brilliance of the white sand beach and the Caribbean Sea. 601 stylish guest rooms are ready to indulge, including Hard Rock's signature Rock Star Suites, each with panoramic views of the ocean or lagoon and private balconies to enjoy the cool tropical breeze. Hard Rock Hotel Cancun's renewed facilities and amenities also boast five acclaimed international restaurants, five bars and lounges, a spa with outdoor palapa-style massage areas, an expansive poolscape, kid's club,andconvention center. All this plus unsurpassed service within an exclusive waterfront experience which is second to none. Outside, the hotel is just a short stroll from Cancun's main shopping and entertainment attractions…perfect for rock and roll royalty that are used to having everything at their fingertips. It's almost time to see the show in Cancun.

Property Information

Last Renovation: 2012
Floors: 12
Total rooms: 601

{{title}}

Hotel Details

Onsite Dining

Show More

Amenities

Show More

Activities

Show More

Hotel Advisories

Advisory The hotel is replacing the old balcony doors with new doors. Work is done between 9:30am-6:00pm. The noise is moderate & the process is tedious due to the time it takes to uninstall & reinstall the doors, room preparation, in addition to the hotel's high occupancy. Rooms in areas where occupancy is lower will be worked on as they become available so that the impact to guests' experience is minimal. Please note renovation dates & times are subject to change without prior notification.

General Policies & Fine Print

Check In: 3:00 PM
Check Out: 12:00 PM
Minimum Check-In Age: 18
General Policies: Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.

Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.

Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.

Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.

General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.

***Important information for our guests***
Please be aware that due to changing weather and ocean conditions, beach shapes and characteristics may vary.

Customer Ratings & Reviews

TripAdvisor Traveler Rating

4.5 star tripadvisor rating 13636 reviews
  • 2.0 star tripadvisor rating
    Great fun for all but needs improvement.

    Come here more than once a year. This review is solely on this week. Bartenders: for me one of the most important parts are the bars. Gonzalo and Jamie are ALWAYS year after year, my favorite. Genuinely nice people happy to serve you. Always smiling and always loving what they do. Room and grounds: rooms are spectacular, views from both sides of hotel are great. rooms are very clean, I had a great cleaning lady too. Pool is incredible. Must be outside by 8am to get good seats. (Or a seat at all) 2 swim up bars. One side of pool is quiet other side has a dj. We had access to the pools on the third floor but didn’t use it. Waiters the only one that really stood out to me was Wuicho In the Italian restaurant. Very nice man fun to be seated at his table. Entertainment: this is it. This is why I come back year after year. The crew this time around, (new from my last trip) were absolutely amazing. Talking about people that really enjoy their job. Rorro introduced us to a couple from Canada and it really made our trip. We spent so much time together practically the whole trip. In the pool, dinner, clubs. I can’t thank rorro enough for introducing us, really made our trip. To the whole entertainment staff thanks for yet another amazing week 😘 Off season in October and place was packed (which I was very happy about) all other resorts seemed dead from talking to other people. Food: the food has to improve. Brazilian is amazing. Italian certain things better than others, but they really need to look at a real Italian restaurants menu. Buffet was terrible for breakfast lunch and dinner. There was nothing for me that tasted even ok for breakfast. Their Asian restaurant is a joke. Hibachi was good. Sit down menus sucks. And the sushi menu is a joke. Honestly don’t say you serve sushi if that’s your menu. HUGE TURN OFF: I requested late checkout, (we were out till 5:00am ) they said ok. I was supposed to be there at 1pm. Couldn’t find one of my watches. The desk called I explained to them they said ok. Finally gave up and went downstairs ( now 1:20pm. Waited on one side checkin/out 15 minutes till I was instructed to go to the other side for checkout (this side had a sign check in) waited there 15 min. By the time it was my turn, I was met by Russ a front desk manager. Russ told me I was late to checkout and I would be charged $120 US. I explained that I hate requested late checkout and he rudely replies “late checkout was 1pm it’s now 1:50pm. I explained to him how I waited on the other line first because this side clearly says check in. He told me that I had just walked up now. And didn’t wait any amount of time here.. total BS. Rude for a manager to say.. He then said he will drop it down to $60. Asked for a manager he said I am the manager. Absolutely appalling that a hotel would break such a great relationship, I’ve stayed here over 10 times and he ruined that all for $60US. Told him it’s not about the money it’s the concept. Unfortunately will be trying another hotel for my next trip. Shame this hotel should be 5 stars across the board. Usually a manager would find us and sit us down and get my opinion on things, improvements ect but no manager In sight.

    Oct 13, 2019
  • 4.0 star tripadvisor rating
    Fab holiday, room setup poor..

    Stayed for 10 days from 1st this October, hotel facilities great, restaurants all good standard staff couldn’t do more for you in restaurants,bars & entertainment. All high end drinks available ( though need to ask what u are looking for ). Hotel is right on a great stretch of beach water is beautiful. Activities around pool all good, plenty bands , pool parties & fun times... gets a bit busy at weekends with young Americans kids looking to party but is the hard rock of course. Only negative we had was our room, TUI only get bottom 3 floors lagoon view we had was poor ( looked out onto a roof with ventilation systems) & room had an adjoining door ( room 433 ) we could hear everything from our neighbours , not there fault just a poor setup with the noise that came through this door... would hesitate to book with TUI again as u are getting short changed with room selection but would book directly if booking again .

    Oct 13, 2019
  • 2.0 star tripadvisor rating
    Not worth the price. Too many issues

    Pros: - Really enjoyed the food at all the restaurants - Beautiful pool and very fun activities at the pool - The spa was amazing - Pool staff is attentive ready to get you an umbrella, beach chair, or drinks almost immediately - Overall great service from everyone except the Sales staff (who pretend to be normal staff members) Cons: - Horrible sales people constantly trying to get you to buy ridiculously expensive stuff and were VERY RUDE. I never experienced this at any other resort. It starts from when you arrive. After we were exhausted from our flight, they trick you to tell you the rep assigned to you is there to explain the hotel to you which is just 10% of the conversation. First the rep brought us to a desk where one of her colleagues was there and he didn't even introduce himself. Then they kept giggling and joking around. We kept saying no politely but they wouldn't stop until you agree to at least do a 2 hour presentation or book an overpriced activity through them. Then during the stay or before you check-out, they pretend that the manager wants to talk to you to see how your stay was. But again it's all a ploy to try and sell you more stuff again. They asked about service and staff but they didn't really care. I told them about my experiences with some of the staff and they didn't want to hear it saying "that not what I asked". They basically just wanted a bad or good answer so they can get down to the sales pitch. It eventually lead to a 1 hour long sales pitch when they said the meeting would just take 5-10 minutes. I recommend to avoid sales people at all costs if you just want to enjoy your vacation and not be harassed and sold on overpriced stuff. - Had $80 stolen from room and hotel did nothing to address other than tell me to fill out a security report. I even told them to not have housekeeping go in room unless we say but they completely ignored that. Not sure if it was the rep who initially helped us because we ended up cancelling our presentation as we just wanted to enjoy our stay there and not have to sit for hours listening to a sales pitch. Overall, I know I should have put my money away in the safe and I didn't make a big deal of it but something like this never happened to me at any other resort I stayed at. Plus, who wants to stay in a room where you don't feel your personal belongings are safe. - My wife got sick from the Brazilian restaurant and kept throwing up after the dinner. The dinner and restaurant staff were great but unfortunately it seems like my wife got a bad piece of meat. We told management (aka Sales who pretended to be management) and they completely brushed it off. - Drinks are watered down as I noticed they put less than a shot in the drinks. But you can just tell them to put more. - The hot water broke down for one of the days we were there. It unfortunately was on the day we had our spa package and included the hydro spa but because of the issue, we had to change our package. Overall, vacation was ok due to issues we experienced. More importantly, they didn't seem to care when we told them of issues we experienced so definitely would not be coming back to this resort.

    Oct 11, 2019
  • 5.0 star tripadvisor rating
    Great Vacation

    We have been here as well as other Hard Rock Resorts and by far the best service has been here in Cancun. I specially would like to mention a member of the entertainment team named Tabata "Taby" Solis who is simply OUTSTANDING as a host/entertainer. She made us(wife and kids) feel welcomed and at home during our whole stay. Every time.To us She is THE BEST at her job without making it look or feel like a job.Naturally Charismatic. Also at the bar the excellent service of a gentlemen/waiter called Escobar. He was friendly, attentive and simply just great at his job at not seeming overwhelmed with so many people, just calm, collected and very friendly. Also another person to mention for sure is Roger who took care of us at the BaliBeds at the beach. He has OUTSTANDING customer skills. And just great guy all around.

    Oct 09, 2019
  • 2.0 star tripadvisor rating
    Would not recommend

    Me & my boyfriend booked a vacation at the hard rock. We had multiple issues over our 4 night 5 day stay. We were Kohorst into meeting with someone from A timeshare called legendary where they said that we would be able to get a $288 excursion for only $40. When I asked them if they were a timeshare they got angry with me and told me they are absolutely not a timeshare because there are no blackout dates except for Christmas week and New Year’s week and Halloween. I began googling the legendary company as I had never heard of them and I was under the assumption they were actually from the hard rock trying to offer us a member package. We were informed that we would get a tour of the hotel and at the end we would be able to get the excursion voucher. The people that we dealt with wanted $200,000 for the timeshare and when we continuously said no we are not interested they passed us along to yet another person who would bring the price down and this continued to occur over the course of 2 1/2 hours where they had us meet with 4 different people. They were very pushy and when I explained that there was absolutely no way we had that kind of money nor were we interested they did not seem to care and continued to push. At one point one of the people that we were speaking to told me that I was being disrespectful because I had laughed when he showed me the price of $200,000. He said that he can lower it to $50,000 and we sat there trying to explain that this vacation took us a very long time to save up for and we were not interested. The people trying to sell us the package went as far as telling us that this was the lowest rated hard rock and all of the hard rocks aside from this one were more luxurious. I had explained to the gentleman that it appeared only VIP members and members with higher packages seemed to get noticed and it would’ve been nice if they had provided us with any information when we first arrived. The last person that we had met with assisted us in getting everything coordinated for the excursion that we had been offered and he also informed us that we would be receiving $100 in credits for the hotel. He had asked us what we wanted to use the credits towards and when we had asked if we can think about it he said you have to tell me now otherwise you lose it. He had showed us a couples massage package which he stated after the hotel credit would come to $45 for both massages and after he printed out the paperwork and had asked for our signatures the price on the receipt came to $87. When I had questioned why it was 87 when he had just told me it was 45 he then told me it was per person. We ended up not using $100 credit as we once again felt schemed. We were not provided with information in regards to the restaurants the amenities the property offered how to book excursions or the buffets. We continuously received different information regarding what time the bars opened in the pool. Our room keys had glitches every single day and when we asked for somebody to please come up to the room and see if there was something wrong with the door they said they would send someone up which they never did. The walls in the hotel are paper thin and we could hear the room next-door’s TV blasting every day. The Hotel was a bit outdated. There is an air conditioner in the room however it does not stay on and it was very hot every night. The wait staff there was very friendly however aside from the waitstaff and housekeeping there were many staff members with poor attitudes. We went out on an excursion and did not get back to the hotel until after 4:00 PM and when I went to make a reservation for dinner the woman looked at me as if I was bothering her by asking and rudely informed me that dinner reservations can only be made between 8 AM and 4 PM. There was nothing spectacular about this hotel. The pool was nice and the beach was nice however there were gentlemen attempting to sell us cocaine and bootleg cigars on the beach. I was expecting more out of this brand. We will not be coming back to the hard rock nor will we be recommending it to any of our family or friends. We were also informed that if we lost or misplaced our wristband we would be charged $75. I was dissatisfied at the disregard for customer service. The people from the legendary timeshare went as far as to call us in our room on the day that we were leaving to ask us to meet with them once again which I declined. There were also tiles that were coming off of the bottom of the pool during our stay. The people that provided us with transportation to and from the hotel were from Olympus and I will say they were very kind and informative and the transportation was made very easy.

    Oct 08, 2019
Prices per person based on double occupancy including round-trip airfare via U.S. certified air carriers and round-trip airport/hotel transfers when arriving at airport closest to destination (for exceptions see applevacations.com/faq), hotel taxes and baggage handling, fuel surcharges, and all pre-collected U.S. and foreign taxes. In some instances, pricing may specifically apply to one of multiple flights on select departure days. All packages are based on the lowest hotel/air classes available at time of publication, capacity controlled, subject to availability and change without notice. Promotional pricing may only be available for a limited time. Fees may apply for carry-on and checked baggage-view Baggage Policies. Some resort fees, environmental levies and departure taxes are not included and may be payable in resort. View Frequently Asked Questions for more information. Apple Vacations is not responsible for errors or omissions. Cancellation policies apply. Bookings are subject to the Fair Trade Contract. All public charter flights are operated by ALG Vacations Corp: Allegiant Air: PC 18-231, A319-156 seats or A320-177 seats or A320-186 seats/PC 18-234, A319-156 seats or A320-186 seats; Icelandair: PC 19-077, B757-200-183 seats; Miami Air: PC 18-230, B737-800-183 seats/PC 19-085, B737-800, 180 seats/PC 19-091, B737-800-183 seats; Sunwing Airlines: PC 19-090, B737-800-189 seats; Swift Air: PC 18-229, B737-400-150 seats/PC 19-092, B737-400-150 seats; Viva Aerobus: PC 18-228, A320-180 seats/PC 18-254, A320-180 seats/PC 19-079, A320-185 seats/PC 19-094, A320-185 seats; Volaris: PC 18-233, A320-180 seats. CST2139014-20 62519