Too many kids

Restaurants and pool

Stayed in April 2024

The long wait to eat at the restaurants during dinner time especially Toro steak restaurant. We didn't get wash cloths for three days, each day we called they will say we wait for 20 minutes but still they never provided us the wash clothes. On our last night at the hotel I asked to talk to the manager that is when they brought us the wash clothes.

The night shows were great. Food was average. The drinks service was great. The rooms were clean.

Stayed in February 2024

A bit too packed in

Stayed in February 2024

we couldn't always get wifi at the pool or beach, but that was ok because kept us off our phones,

loved the pool, beach & food. Staff were really great as well.

Stayed in January 2024

Old property, rooms are tiny, if you are travelling with family consider booking one room per couple or you will be uncomfortable.

Service was good, restaurants were good too.

Stayed in January 2024

Pool

Good

Stayed in December 2023

The room we stayed in needs maintenance, some of the staff were rude and the tipping expectation is crazy and terrible.

Beach is fantastic and food is very good. Also the view from the room was great.

Stayed in November 2023

They had scented tissue and scented tissue is not good for a lot of women’s PH Balance.

The nightly shows were awesome.

Stayed in September 2023

Food

Pool and beach

Stayed in July 2023

The front desk service check-in sucks! Poor medeanor, and not welcoming. The hassle of trying to sell a pitch. I blocked her so I would not be bothered.

The vibes, the staff, the serving staff, the concierge service Luis, Sabastian, Ilsa! The pool waiter Philipe ( I misspelled his name) serves the adults side on the third floor was AMAZING!

Stayed in June 2023

The hallways and elevators were HOT! No air conditioning or circulation.

Room Accommodations, Pool, and Food & Beverages

Stayed in June 2023

The installations are old, and the hotel in general is not modern at all in comparison to other resorts in the area/country. There were leaks, heavy construction in some parts, and some of the ceilings close to the lobby need redoing/paint jobs. I don’t personally believe the current state of the hotel warrants the $40,000 pesos (discounted 3 nights through booking) paid, but I’d gladly pay it again IF they can start at least start remodeling the rooms. Because of the frequent clients, you’ll find that most food options cater to US tastes as well. Ground level pool and bar(s) can get quite rowdy with “Spring Breakers” and foreigners looking to party. I did learn by the 2nd day this hotel is more for this scene rather than a quiet all-inclusive experience for someone looking to quietly chill, but I’ll admit I didn’t do too much investigation beforehand. Be wary of the customer service in the Frida restaurant, we found the catering staff to be quite flustered and unwilling to cooperate with some cliente requests we heard (e.g. Do you have any extra plates? [staff response] *points towards 2nd level of restaurant with no eye contact or verbal confirmation*).

It’s not too far from Cancún Airport, and you can rent a car right outside Terminal 2 as well. The Rock Royalty service is definitely worth paying extra for, as you have your own concierge and “private” bar/snack bar above {- I had cut my foot on the first night and the concierge had band-aids ready in a pinch!}. The snack bar had good (mostly US) options too! The main pool on ground level was huge, and the entertainment on the nights was well varied. Showers have good pressure and the Royalty amenities like aromatherapy pillows, bathroom products, and welcome chocolates were a really nice touch! Shout out to the check-in staff for being friendly and “supporting” my friend’s jokes!

Stayed in May 2023

the walls are obviously thin! we stayed on the 7th floor and that is apparently where they take guests who are touring the facility to purchase. we could hear every word of every conversation.

staff were extremely nice and courteous. service was quick and always on point.

Stayed in April 2023

hotel is outdated , staff are very rude , not enough sun beds we had to wake up everyday at 7 to go reserve other wise it’s booked for members would try another hard rock but would not go back to this one

location was perfect

Stayed in March 2023

Room service options always seemed very limited, rarely had what I wanted on the menu. No mixed drinks/cocktails being sent to room, only beers/cans/soft drinks?

Everything about property was excellent

Stayed in March 2023

construction going on, older resort, room smelled like weed at times from the construction workers, some of the restaurants weren’t that great , paint was chipped off all over the balcony, super loud at times

maid service was 5 star, location, value, employees, pool area, lots to do

Stayed in February 2023

I didn’t like when you rang reception you didn’t get an answer most of the time. Some of the staff were a bit frosty when you asked a question. We paid a lot of money for 10 days and I felt like the food could’ve been better, it was very repetitive which is fine the quality wasn’t always that good. The drinks served in plastic cups when your in a hard rock hotel you expect you feel like your in a hard rock but instead they have the shop there and none of the restaurants serves hard rock food or cocktails. There was only a couple of lifts so sometimes you can be waiting a while to go up or down. There is stairs but can be sleepy so you need to walk slowly. The toro steak house was a let down, the glasses smelt funny and the steak was very basic I would recommend a whole new menu change for that place.

I liked how close it was to everything. The beach was beautiful and clean. The pool was lovely but can get overcrowded with all different ages of people. The cleaners were really good and our room was fresh every single day! The bed was really comfy and they different light options to adjust it to what you prefer which I liked when getting ready before going out. Italian & Thai place was deffo a favourite.

Stayed in February 2023

There are a lot of "extra" things that you must pay to get, like special dinners, bottles of wine, and also spots on the beach. If you are not part of the membership, you don't get the cool ones, and I understand that is part of the business, but it was too much to have this type of separation between "members" and "first travelers" (and the price of the hotel is not the cheapest in town tho). During breakfast, you notice a lot of recycled food, which is good to not waste, but certain things are not good, for instance, having fruit from (likely) one day to another that tastes like plastic (probably the Ziploc), that certainly is not great. This is being super picky: the coffee spot was cool because it was open most of the time, but it depends on who does your coffee is how it ends, we got some good ones with great temperature and elaboration (probably a barista did), and others burned. The Hotel has some years, and it's in perfect shape, as I mentioned about the music details. Nevertheless, you noticed some things kind of oldies: the light was not automatic (and we were in a 5-star hotel, remember) and interrupters were old; the door locker was always a lottery (the card gets de-magnetized almost by touching anything and you had to go to the entrance to reload it). Drinks: In general, there are all NOT good at all, wines (that serve you a glass, always only choosing wine or red) you noticed its cheap. The juices are all from boxes and not the greatest ones, also if you order smoothies, you get them with a LOT of sugar, and with those juices I mentioned

The beach was located in a perfect spot, and there was no "sargasso" (they cleaned it every morning). The music details all over the hotel were terrific; it was worth it if you are a music lover; it's like being in a music museum; I can get enough of all the details, and I really loved it! The staff was superb, constantly checking for details and helping you during your stay. The shows were super super cool, not only the main ones in the theater (which were excellent) but also inside every night you got a great surprise all around music. We've been there during the super bowl, and they prepared an AWESOME setup, with classic American food, with details, and there were two big screens, great sound, and shows on every touchdown (they also managed to organize the people on a terrific way, super smooth, again kudos to the staff) Restaurants: Toro: had the BEST attention ever, and the steaks were incredible. Zen: (at dinner) is another incredible, with a chef show (if you reserve), and the food was super yummy. "Mariscos" (I don't remember the name): for lunch was excellent; I tasted the best salmon sandwich ever Ciao: lunchtime was great (pasta is super yummy), but during breakfast was not good. Pizza & Burger (close to the pool): excellent! The burgers were super tasty and well-cooked, and the pizzas were also incredible.

Stayed in February 2023

morning

general appierance and food

Stayed in February 2023

The property is in desperate need of modernisation. it is the same as when first went 10 years ago. The rooms are very and I mean very tired and some things are failing.

The staff and the concept is great. Nice people who can’t be more friendly and helpful.

Stayed in February 2023

Fun stay. Lovely pool and beach. Great service. Very friendly staff.

Stayed in November 2022

too noisy

sea

Stayed in January 2023

Toro restaurant 3 hrs waiting, tooo bad & also when you check inn they keep behind you 1 person only to sell you any how membership...that's too bad as they don't let you to stay in peace, if once you say them not interested they should not approach you but that's not happening, otherwise the hotel is good to stay...

All over its ok

Stayed in December 2022

the reception people were rude and not helpful

Stayed in December 2022