Hard Rock Hotel Cancun

I've stayed at the Hard Rock Cancun many times. We visited again January 4, 2020 - January 11, 2020. The GREAT - Carlos Nicolas was our waiter at the Market. We enjoyed breakfast there almost every morning. Carlos is a great waiter. He was there to take care of our needs before we even had to ask. He knew our names, and as each of us arrived separately for breakfast he know who we were with, escorted us to our table, and catered to our needs. Beyond that, he's just a good person. He was always genuinely smiling and friendly. My wife and I, and our friends loved seeing and chatting with him each day. It was sad saying goodbye on our last day. We really hope to see him again. Thank you so much Carlos, we hope all is well with you my friend. Luis at the Float Bar is an awesome bartender. He was also very friendly. He knew our names, and he knew what we were drinking. Thank you Luis! Gustavo, the legendary bartender, was on point as usual. We enjoyed celebrating his birthday with him (on the day before his birthday because he was off on his actual birthday). Maggie in the Rock Spa gave me an awesome pedicure and haircut. She was very nice and professional. This was the first time I'd gotten a haircut there. I assure you, I'll be looking for Maggie the next time I'm there. I took pictures of my haircut to show my stylist back home how I want it done...just like Maggie did it! :-) The lady that did my wife's pedicure was also awesome. I can't remember her name (louise?) but she's been there for a long time and she always does a great job. Danny Boy brought up our luggage, showed us around the room, filled our ice bucket all with a smile and a great attitude. He remembered us, and said he recently got a promotion. Well deserved. He is so nice and service oriented. The housekeeping staff always did a great job. Some days we were still in our room when they came to clean but they were very accommodating and usually seemed to clean while we were out having a blast. In the past I, and many others, have left feedback that the Hard Rock never played ANY "Hard Rock". You know, music from all the people in pictures and memorabilia that decorate the hotel? It was always techno dance music. Well I'm happy to report that everyone in our party noticed how they played lots of "Hard Rock" this time. Thank You! That was very much appreciated! The Not So Great We stayed on the 11th floor. The concierge on the 11th floor changed daily. One of them was nice and helpful. The others were not friendly at all. Any time we asked questions they directed us to the front desk on the 1st floor. Honestly I don't even know why they were there. They just played on their phones or the computer all the time and avoided eye contact. Vallieto the bell hop (not sure if I have his name exact but it's close) was kind of a jerk. Not friendly at all. He acted like he was bothered by coming to get the luggage, then he stood there facing me with his chest pumped out expecting a tip. Of course I tipped him because I tip everyone. Attempts to greet him or ask questions were ignored. I still tried to cheer him up, and tipped him again. He was still not nice. The hotel was PACKED like we've never seen it. Even the good staff was clearly stressed and working their tails off. There was literally no place to put everyone. The lobby was packed, the bars were packed, the pools and beach were packed, and the restaurants were packed. And when it rained??? Oh my goodness, at one point we just went to our room to have some space. I'll probably go back, eventually, but if it's that busy if/when I do go back it will be my last visit. I really hope they can fix this.

Visited this hotel as part of package deal from Costco. Up graded room had the private jacuzzi on the roof top above our room. Great room with plenty of space. All inclusive hotel with for the most part excellent eatong establishments. Staff is super friendly and helpful. Any issues are quickly and efficiently handled including a follow up call to insure that issues have been resolved. The only drawback is the hall ways are open to the outside and subject to noise from loud guests and slamming doors.

The ambience here can not be compared to any other hotel where I have stayed. The service is unparalleled as is the entertainment team who make everyone feel happy and part of the gang. Kudos to the hotel staff specially Esly, Ezequiel and the head entertainment lady (sorry can’t remember her name!) who was there every day with such an great attitude.