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.
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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Resort 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.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
19759 reviews
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Jan 02, 2025Awesome Cancun experience—we just keep going back!
This is our favorite of the Hard Rock resorts! The staff is so amazing, many of them have been there for years and really enjoy their jobs. It shows! The service is impeccable, the butlers are particularly impressive. Jessy and Kevoy are our faves! They definitely go above and beyond. The beach and pool staff, the restaurants and waitstaff, the custodial staff are all just truly amazing, pleasant and exceptionally efficient. Don’t miss out on the spa experience! Not only did we have an amazing couples massage but both of our kids had pedicures that they loved. Planning our next adventure!
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Jan 02, 2025Stay Away
Our family of 5 traveled to the Hard Rock Cancun on 12/23 for a much anticipated vacation we had booked thru RCI. Upon arriving at the gate guard we were informed we were not on the guest registry of guests arriving that day. We gave them our confirmation number and we were allowed access. I went into the lobby at 9pm, we were the only people checking in, the front desk attendant waited 5 minutes before acknowledging my existence. Then she informed me I had to get my entire family together to get the wrist bands. I did this and provided her with my confirmation number. At this point she asked me to take a seat because her supervisor needed to speak with us. I asked her what this was regarding. I said we were exhausted from traveling all day and just wanted to get to our room. She told me take a seat. At that point, the reservation supervisor on duty, Suyapa Rodriguez, told us that that the Hard Rock did not have a room for us and would be sending us down the road to the Ava resort (a sister resort) which I had never heard of and wan in a totally different/more remote area. At this point we stated this was unacceptable. We wanted to stay in the resort we reserved months ago, spent a lot of money on and that we were familiar with. We asked to speak to Suyapa's supervisor. As this point Leopold Septulyura came out to speak to us. He repeated they did not have a room for us at the Hard Rock Cancun. He admitted they knew that morning they did not have a room for us and still allowed us to travel out of the country without giving us prior notification. They had security (in a somewhat threatening manner) walk us out and put us in a taxi and sent us 30 minutes down the road to a "sister" resort we had never heard of and knew nothing about. We were scared and confused. The new resort was back by the airport where we had just come from. We had been told by the Hard Rock we would be given a like-kind suite and would be treated like VIP's due to what we had been thru. More lies. We did not want to leave but security escorted us to the taxi and we were in a foreign country at night with our children so did not feel we had a choice. When we got to the new resort (the Ava resort) they had no idea we were coming. Additionally, we were told they had no suites available. We were supposed to stay in a two bedroom ocean view suite. Instead, we were put in two regular hotel rooms down the hall from each other. They said they did not have adjoining rooms or rooms next to one another so we were completely separated from our children. Because we were shuttled back and forth all night we did not arrive until 11pm and we were informed all of the restaurants were closed so we were not able to eat after traveling all day and paying for all inclusive that day. We were told that we needed reservations for all the restaurants. The next morning we waited in the long line to make reservations and were told they could only make reservations for two night for all of us. They informed us we should have made the reservations before we got there. Obviously, this was impossible since we did not know we would be staying there. The new resort "opened" in July and it became apparent they were not ready structurally or management-wise to be open. There was construction going on constantly. Elevators did not work, hallways leading to unfinished areas with graffiti etc. Both our shower and the children's shower drain leaked like crazy and we had to call over and over again to fix. There was a rain storm and the entire hotel flooded everywhere. Water gushing down the walls, water pouring out of light fixtures and from the window wells. After this storm the entire resort smelled like mold, especially when the AC was on, which was non-stop. Pool service and service at the restaurants was incredibly slow. The staff was lovely and funny, but clearly they were completely overwhelmed. I will also say the food was great which you never know with an all inclusive. Drinks were very watered down, but typical for a all inclusive. I picked the Hard Rock due to it's location Downtown Cancun and the fact it was on the public bus line. The Ava resort is in a very remote location right next to the airport. The bus did not go there and we actually had to cancel an excursion we had planned because the tour company would not travel that far out to pick us up. Additionally, we had planned to take the bus to the ferry to go to Isla de Mujeres. This would have cost us $5, instead we had to pay $189 for a shuttle to the ferry depot. Finally, we were pretty much stuck at the resort instead of being able to explore downtown Cancun via the bus like we had planned. Additionally, we chose it due to the reviews and pictures of the gorgeous beach. The beach at the Ava is pretty much non-existent and disgusting. There is seaweed everywhere and trash all over the beach and water. It is located in a cove so the seaweed and trash does not have anywhere to go. Their solution to the seaweed is a bobcat that runs non-stop which is noisy, smells and honestly is a waste of time. They are unable to control the seaweed. Finally, relaxing on the beach is impossible due to the non-stop airplanes taking off and landing. Never did we receive any communication from Hard Rock. I tried to call them for days and was never able to reach a manager. I emailed them and finally heard back days later. I was told we would not be receiving a refund because they had given us a day pass to the hard rock with transportation provided back and forth as well as a three day certificated to use at the Hard Rock sometime in 2025. More lies! We had never heard from anyone at the Hard Rock or offered any type of compensation. When I informed them of this they said they had gotten us confused with someone else. I was shocked to learn that this had happened to someone else and that they had been offered compensation and we had not. We had booked this thru our timeshare RCI. I contacted them during the trip to see if they could find us acceptable accommodations and they said everything downtown Cancun was booked which I find hard to believe. RCI said they could not issue us a refund since it was not their mistake and we were given alternate accommodations. We have not been offered any sort of refund even though the "new" resort would have been over 2K less for what we were given versus what we booked and even though we spent over 1300 for our first day at the resort and were not able to enjoy any of the resort amenities. I have never experience customer service like this which says a lot since I am in sales. Stay away from the Hard Rock and I think it is going to be at least a year before the Ava Resort is really ready for guests. Additionally, I am incredibly disappointed at how RCI handled this situation after being faithful members for over 20 years. mil
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Jan 02, 2025Not the wroth
Went to Hardrock Cancun December 2024. Best part of our trip was excellent service from Jessy, she was excellent and which is why I gave 2 star. Food was not upto Hardrock standards not much Vegetarian options and very few restaurants. Would not go back, not worth at all for the amount we paid for. Would not recommend this location. Went to Riu Palace in Jan 2024 so much better food options for Vegetarian they had special menu for Vegetarian.
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Jan 02, 2025
Service, support and facilities
The experience was an amazing !!! The service, facilities, employees, restaurants and etc, are very well maintained and trained they treat with the guests with a lot of respect and support for everything that the guest needs, it is not a new hotel but very well maintained.
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Jan 02, 2025
DONT GO HERE
Don't stay here.4 family's didn't get checked in until 7pm. Filthy dirty. Mold in a/c unit. Dirty hot tubs. Busy smash bar barely rinses glasses before reuse.Disgusting. STRANGE MAN AT SMASH BAR was talking with one of our daughters. HE ENDED UP HIDING IN LADIES ROOM STALL WHEN HER AND A FRIEND WENT TO USE BATHROOM. HOTEL DID NOTHING. Had to watch the girls like a hawk remainder of trip. Food was terrible. Line up at 6pm or be pushed to disgusting buffet at Frida or if your lucky eat at 9pm. Too much to write. Don't go here