Hard Rock Hotel Marbella

Natalyy

The hotel is amazing! It has two beautiful, very well-maintained swimming pools, extremely comfortable beds, and very helpful staff. CR7, in particular, is the best waiter I have ever met at any hotel I have stayed at. I would like to thank him for the excellent service he provided, as he truly made my day. Of all the hotels and resorts I have stayed at, Edward, the lifeguard, has been the friendliest and most attentive. He definitely deserves a special mention! I had quite a few questions during my stay, but there were signs clearly indicating where everything was, which made the whole experience even more enjoyable. Whenever I needed help or clarification, the staff were always there to guide me. The atmosphere at this hotel is fantastic, and the buffet food is delicious too. The upstairs pool area also serves some really good Mexican food! There are guests from many different countries, although most of them are English-speaking, like me, which makes the atmosphere even more enjoyable. Without a doubt, I would stay at this hotel again, and I highly recommend it to anyone considering visiting. Of course, no hotel is perfect, but this one comes very close! Thank you for such a wonderful experience!

Bernard Beimer

Extremely disappointing experience with Hard Rock Hotel Marbella\! Several weeks before my stay, I contacted the hotel to change my reservation dates\. I was even willing to pay extra, but received hardly any response and was constantly passed from one department to another\. Due to an unexpected hospitalization in Palma de Mallorca, I was medically unable to travel\. The hotel requested confidential medical documents and instructed me to cancel my reservation after submitting them\. Despite following their instructions, I received no proper response or solution\. I also question whether requesting such sensitive medical information is appropriate under privacy regulations\. The result? Almost €1,000 lost without spending a single night at the hotel\! Despite contacting them well in advance and offering several solutions, the hotel showed absolutely no flexibility or understanding\. Unacceptable customer service for an internationally recognized hotel brand\. I will never stay here again\!

Valeria Coscia

I had a wonderful stay at Hard Rock Marbella. The hotel is beautiful, the atmosphere is great, and the staff were very friendly and welcoming. I had a small question about where the bathrooms were, and Edward, one of the lifeguards, was very kind and helpful. He was actually on his break at the time, but he still took the time to show me the way personally. His English isn’t perfect, but he made a real effort to communicate with me and make sure I felt comfortable. He was also such a friendly and funny young guy, which made the interaction even nicer. The hotel itself is wonderful, and the staff really know what they’re doing. The waiters and lifeguards were professional, friendly and always willing to help. Overall, I had a lovely experience and would definitely come back!

Liam Burgess

Disappointing stay. Private events and poor service overshadowed our holiday My husband and I had been looking forward to this holiday for a long time, but our seven night stay at Hard Rock Hotel Marbella was disappointing. Firstly, Raquelle deserves credit. She did a brilliant job handling our complaint and arranged a different room after we raised concerns about our original room, which smelled damp and had very little storage, with just five hangers. We appreciated her help. Unfortunately, our experience began badly. We waited at least half an hour to check in without an apology. We were then asked whether we were sure we wanted to share a room, alongside a suggestion that we must be brothers. As a married gay couple, this made us feel uncomfortable and unwelcome. It was particularly disappointing from a brand we understood to support LGBTQ+ guests. Bar service was consistently unreliable. On the first evening, we waited approximately 30 minutes to order our first round, with incorrect and forgotten drinks, followed by another 20-minute wait to order a second drink that was also forgotten. I eventually approached the bar to complain after seeing drinks being prepared for people who had only just ordered. Afterwards, I noticed staff pointing towards me and appearing to discuss me on two occasions, which made me feel even more uncomfortable. Raquelle explained that a large stag do had stretched the bar staff and reassured us that this issue was now over. However, a three-day conference then meant the outdoor area was closed to other guests for two days for private events. Once the conference finished, a private birthday party upstairs later moved down into the bar, and the group effectively took over the space. Between the atmosphere and the unreliable service, we ended up leaving the hotel to spend our evenings elsewhere on four of our seven nights because we felt uncomfortable. Service remained so inconsistent that we resorted to ordering directly at the bar whenever we could actually get to it. It felt as though large groups and private functions were being prioritised over guests trying to enjoy their holiday. Guest services was also tucked away in the VIP check-in area, and we were given no clear information about where to find it. Getting help should have been more straightforward. Raquelle’s efforts were appreciated, but a room change could not resolve the wider problems. Having booked time off work and looked forward to this break for so long, we were left feeling let down by how much of our stay was affected by service failures and private events.

Duarte Vicente

Wonderful experience with exceptional customer service! A special thank to Jesus, who was incredibly kind, attentive, respectful and very professional throughout our stay. He truly made us feel welcome and well taken care of. We really appreciate his outstanding service and would definitely recommend staying here!