2/10 Terrible
ahmed
Travelled with group
Jan 28, 2026
Disliked: Cleanliness, amenities, property conditions & facilities
We had a very disappointing stay at Hard Rock Hotel Cancun. We traveled from London and arrived extremely tired, but after check-in we were forced to wait for 45 minutes listening to a staff member explain the hotel, despite clearly asking to go to our room to rest.
The next morning, we were misled into attending a so-called “breakfast” to receive discounts on excursions and spa services. This turned into a nearly 3-hour investment/timeshare sales pitch. We were on holiday, not there to discuss investments. This felt misleading and intrusive, and honestly like a scam.
Service throughout the hotel was poor. Room service never arrived after waiting over an hour for a simple tea and cake. Spa massage quality was very low. Reception refused a 2-hour late checkout, even when we offered to pay and explained our flight was at 7pm and one of us was unwell.
Food was also disappointing: buffet poor, Italian restaurant below standard, Japanese was okay, Toro Steakhouse was good, Isla very limited and not a real seafood restaurant.
Overall, the service and experience were far worse than Secrets The Vine next door, where we stayed last year. Definitely not the luxury experience this hotel claims to offer.
ahmed
Stayed 7 nights in Jan 2026
