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Hotel overview
This all-inclusive hotel features 601 stylishly chic guestrooms in various categories including, 136 Deluxe Gold (4 Accessible rooms), 237 Deluxe Platinum, 30 Deluxe Family (2 Bedrooms), 52 Deluxe Diamond, 22 Rock Suite Platinum (1 Br or 2 Br available), 30 Rock Royalty Level rooms and 1 Rock Star Suite (adjoining room included). Each room is ready to indulge with panoramic views of the ocean or lagoon and private balconies to enjoy the cool tropical breeze.
Location
Cancun - BeachProperty information
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Hotel details
Hotel advisories
General policies & fine print
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.
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.
A maximum of two pets are allowed per room. The hotel is not responsible for providing food for pets due to each pet's particular diet/eating habits. The pet friendly program allows for each pet to be a maximum weight of 48.5lbs and a height of 15.7in. The program requires a fee of 150USD plus tax per pet, per stay. The hotel will not provide kennels or crates.
Ratings & reviews
TripAdvisor traveler rating
19737 reviews
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Dec 24, 2024Music Lab Rock Out!
The Music Lab with Cristian was a great experience We had a fun time playing beautiful instruments. The we got to create a family play along video to a Journey song. It was a Rocking Time and we have fun video as a keepsake and memory! If you go definitely sign up to get a time.
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Dec 23, 2024Stay far away. They downgraded my room and refused to refund despite admitting to charging extra. Scam or incompetence?
I booked a Presidential suite for my family (2 adults and 2 small children) in July through the “Legendary Vacation Club” with a “Hall of fame” level. Upon arrival two days before Christmas with my family, I was told my room would be ready at check in, but they made me wait for an hour to get my key for some reason. A manager (Lili) came by to tell me that even though my room was confirmed in July AND paid for, they gave it away to someone else “by mistake.” Their “solution” was to put me and my kids in separate small rooms, which cost half the cost I paid, not offer a refund, or any perks/recompense of any kind. They said the best they could do was offer a small credit for a “future stay” (haha), and they have to request a refund which is never a given or a guarantee even though they never provided the room I paid for, but took my money I cannot in good conscience recommend Legendary Vacation Club or this hotel to anyone after this experience. Mistakes happen, but not making it right and not compensating me for all the stress and extra money I paid for a suite I never got is negligent at best and a scam at worst. So far, no refund was offered despite paying for a premium room, no offers or comps for my trouble, and it was supposed to be a high level membership. There are plenty of places to stay in Cancun; spend your hard earned dollars elsewhere that actually cares about not ripping off customers and providing a service.
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Dec 23, 2024
Family trip to Cancun. We went under a family friend who is a member. This is the 3rd time at this resort.
Beds were very comfortable. And all the staff was amazing from cleaners to the managers everyone was awsome and very helpful!! Our butlers were most amazing. They gave us so much help and did so much for. My whole family. The spa was awsome they did a great job with all of us.
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Dec 20, 2024Understaffed and very rude people… Tourist Trap attracted
We planned a 5 day family vacation in Cancun to KO the holiday season as we usually do. We have stayed in most of the hotel chains in Cancun, playa del Carmen and the Riviera Maya, so we are well calibrated on pros and cons of the options in the zone. We were a group of 14 distributed in 5 rooms. Since the Check in the issues started… A couple of persons in the front desk with one of them already attending a family, It took the staff more than one hour to register the 5 rooms. Once we got the bracelets we proceeded to the restaurants that were always packed, average time to get dinner is 2 hours, even in the restos serving Buffett being at medium capacity by far but the ladies in the front desk stated that there were dozens of families waiting… Same ladies that are hosting breakfast at 7 am are the ones at 10 pm closing the restos, so you can imagine that staff is tired and very rude. This is bad because there are a few staff members that try hard to ensure guests a good experience but unfortunately, in overall there is a bad experience. Even at check out there were issues, with a staff member stating that we needed to leave the property at 3 pm when our flight was scheduled at 9:20 pm, in the end, as in any other hotel from the zone, we could use the facilities to groom for the flight. This hotel chain is good outside Cancun, so we were very disappointed from the quality of service and misinformation from the staff itself. Avoid it by all means since there are plenty of excellent options around to spend your hard earned money!
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Dec 20, 2024
This place was disgusting and disappointing
Hard Rock Cancun 12/8/24 to 12/15/24 For those who don’t want to read this much, I would never agree that this location is a 4 or 5 star hotel. Forgetting what you may enjoy about the ‘all inclusive’ part, this facility is RUN DOWN! The staff is used to being ‘beat up’ about it, and to them there’s nothing wrong with it. As Legendary Vacation Club members, we have visited the Punta Cana, Neuvo Vallarta, and Riviera Maya Hard Rocks – each far superior to this Cancun Facility. We will never go back to this facility, and our experience there has jaded our attitude about our legendary vacation club membership – we likely won’t use it again either. The Hotel: The hotel is old and in need of renovation in general. There is no spa – the spa is only a place where you can get a massage. The rooms are small and outdated. There is no room for a sofa or place to sit other than at a small built in desk. The tiles are dirty and cracked throughout the room. We had little hot water when we arrived, and the water had a brownish color while smelly. They were able to get us increased hot water. The jacuzzi also had brown smelly water that left a large ring. We complained and they came up and said they did ‘deep cleaning’ but the smelly brown water came back. Then they care in and literally painted the chrome drain and overflow white with house paint. We called to say we could not use the jacuzzi with wet paint so they sent someone to wash the paint off and it was leaching into the jacuzzi water every time the water ran. We were not comfortable using the jacuzzi and complained every day – finally on the last day they moved us, but the jacuzzi they moved us to was just as bad. The mirrors in both rooms were chipped and nasty. The outdoor pool and beachfront were very nice, and wait service was also good. The balconies are too small to use. While most Hard Rock all inclusive rooms have liquor dispensers, these did not even though we were sold this as a feature in our membership. Also the room service did not include alcohol other than beer or wine. For anything else, we had go to the main lobby and get it ourselves. We made ourselves known in terms of our room problems the first day and every day afterward. This included speaking with our Legendary representative, Sofia. She tried hard but she seemed to have no clout with the hotel. We also engaged the concierge and asked for help. It was not until the 6th of 8 days that anyone seemed to care….and that was far too late. Food: The food was mediocre. The portion sizes were inconsistent. My wife is vegan, and they made up a card to help the staff understand her needs but rarely without me rally pushing did they have anything for her to eat. Again, we asked for help both from Legendary and the concierge but the results were mixed. Out of 8 days, she enjoyed 3 good meals and we worked very hard to get them. I would not go back as a vegan. Resort credits: We had resort credits that had expired through COVID. We paid real money for these credits but never could use them and the Legendary club or the hotel made NO accommodations for our loss. The tried to bribe us by offering us credits for attending another presentation but we had decided they were not someone we ever wanted to do business with so we declined. In short, I DO NOT RECOMMEND Hard Rock Cancun and I DO NOT RECOMMEND Legendary Vacation Club!