2 outdoor pools, pool umbrellas, pool loungers

Reviews of Hard Rock Hotel Marbella – Puerto Banús

4 out of 5
Hard Rock Hotel Marbella – Puerto Banús
Urb. Nueva Andalucía, s/n, Marbella, Málaga

Reviews

8.6

Excellent

Rating 10 - Excellent. 179 out of 306 reviews" "
Rating 8 - Good. 67 out of 306 reviews" "
Rating 6 - Okay. 30 out of 306 reviews" "
Rating 4 - Poor. 10 out of 306 reviews" "
Rating 2 - Terrible. 20 out of 306 reviews" "

8.8/10

Cleanliness

8.4/10

Staff & service

8.4/10

Amenities

8.8/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Dewinder

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in May 2024
Response from Guest Service Team on 19 May 2024
Dear Rocker Dewinder,Thank you so much for your fantastic review and for rating us 5/5! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

8/10 Good

Stephen, London

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property and rooms were stunning but food in the evening for dinner was terrible. Breakfast was fine.
Stayed 2 nights in May 2024
Response from Guest Service Team on 13 May 2024
Dear Rocker Stephen,Thank you for sharing your feedback! We're thrilled to hear that you found our Rockin' Hotel stunning. We genuinely appreciate your honest comments about the dinner, and we will take steps to inform our Restaurant Team. We're glad you enjoyed the breakfast, and we look forward to the opportunity to provide you with a more satisfying dining experience on your next visit. We hope to welcome you back soon!Rockin' regards

10/10 Excellent

Robert, Carolina

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful pool area and property convenient and walking distance to Puerto Banus nightlife and restaurants as well as to the beach area
Stayed 3 nights in May 2024
Response from Guest Service Team on 10 May 2024
Dear Rocker Robert,Thank you for your kind words, and we look forward to seeing you again soon for another wonderful experience. We are located in the heart of Puerto Banus next to all the point of interest.Thanks for your support!The band

10/10 Excellent

Abi

Liked: Cleanliness, staff & service, property conditions & facilities
Excellent stay
Stayed 3 nights in May 2024
Response from Guest Service Team on 9 May 2024
Dear Abi,Thank you so much for your fantastic review and for rating us 10/10! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

10/10 Excellent

Jean-Pierre

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent
Stayed 3 nights in Apr 2024
Response from Guest Service on 6 May 2024
Thank you very much for taking the time to leave us a super puntuation. We hope to see you again at our Marbella Hard Rock venue and that we manage to achieve a 5 out of 5 rating.Thank you,Rockin' Rewards,Have a super rock and roll day!The Band!

10/10 Excellent

Dmitry

Liked: Cleanliness, staff & service, property conditions & facilities
Good weekend
Stayed 3 nights in May 2024
Response from Guest Service on 4 May 2024
Muchísimas gracias por la puntuación! Nos alegra enormemente saber que disfrutaron de su experiencia con nosotros. Esperamos darles la bienvenida muy pronto, Muchas gracias. un saludo Rockero. La Banda!!

10/10 Excellent

James

Liked: Cleanliness, staff & service, property conditions & facilities
Good hotel excellent staff
Stayed 1 night in Apr 2024
Response from Guest Services on 2 May 2024
Thanks for the review of our Hard Rock Hotel Marbella; your kind words make up positive vibe for all the band,We are happy you enjoyed your stay and get a good experience with us.Hoping to welcome you back very soon!Rockin' Regards,The Band.

10/10 Excellent

Jack

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was mine and girlfriends first holiday together and it was perfect. The location. The food. I would love to return
Stayed 4 nights in Apr 2024
Response from Guest Services HRHM on 26 Apr 2024
Dear Jack, Thank you for your fantastic review!It is great to see that you enjoyed your time with us and that you made rockin' memories!We hope we can welcome you again soon. Rockin' regards, Guest Service Team

10/10 Excellent

Paul

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location, clean, helpful staff. Check in is painful
Stayed 7 nights in Apr 2024
Response from Guest Services HRHM on 20 Apr 2024
Dear Rocker Paul,Thank you so much for your fantastic review and for rating us 5/5! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

10/10 Excellent

Fraser

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Apr 2024
Response from Guest Service Team on 20 Apr 2024
Dear Rocker Fraser.Thank you so much for your fantastic review and for rating us 5/5! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

10/10 Excellent

Bradley

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from Guest Services HRHM on 18 Apr 2024
Dear Bradley, Thank you for your 5/5 rating!We hope we can welcome you again soon. Rockin' regards, Guest Service Team

8/10 Good

Mark

Stayed 4 nights in Apr 2024
Response from Guest Service on 4 May 2024
Thank you very much for taking the time to leave us a comment. We hope to see you again at your hotel in Marbella. Hopefully next time we can manage to achieve a 5 out of 5 rating. If you do not mind can you please leave a message on the survey of Expedia. Thank you, and have a super rockin' day!! The band :)

10/10 Excellent

Duncan Oliver

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Excellent hotel. Room was very clean and so quiet would highly recommend staying here
Stayed 5 nights in Apr 2024
Response from Guest Service Team on 14 Apr 2024
Dear Oliver,Thank you so much for your fantastic review and for rating us 5/5! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again! Guest Service Team

10/10 Excellent

James

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
.
Stayed 3 nights in Apr 2024
Response from Guest Service Team on 14 Apr 2024
Dear James,Thank you so much for your fantastic review and for rating us 5/5! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

10/10 Excellent

Peter

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Apr 2024
Response from Guest Service Team on 11 Apr 2024
Dear Peter,Thank you so much for your fantastic review and for rating us 10/10! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Mar 2024
Response from Guest Service Team on 6 Apr 2024
Dear David,Thank you so much for your fantastic review and for rating us 5/5! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

6/10 Okay

Paul

We arrive after midnight but I have already emailed the property about the sofa bed and stuff reminding them to be ready ( though it was already included and mentioned in expedia website) 1am we are waiting for bed covers and linen and making our own sofa bed and been requesting about pillow and stuff.. 2:44 am it arrive when we are so tired from a 3 hour flight.. very disappointed
Response from Guest Services HRHM on 6 Apr 2024
Dear Paul,Thank you for taking your time to share with us your feedback.We deeply regret to hear about your unsatisfactory experience. We value all feedback from our guests and take every aspect of their stay very seriously. Our aim is to provide a welcoming and comfortable environment for all our guests, and we will take immediate steps to address your concerns. We appreciate your feedback and hope to have the opportunity to welcome you back for a much more satisfactory experience. Please feel free to reach out to us directly if there's anything else we can assist you with.Best regards,

10/10 Excellent

Erin

Liked: Staff & service, amenities, property conditions & facilities
Lovely hotel. Close walk to shops and beach.
Stayed 2 nights in Mar 2024
Response from Guest Service Team on 28 Mar 2024
Dear Erin,Thank you so much for your fantastic review and for rating us 5/5! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

8/10 Good

Holly

Travelled with family, Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities
The stay was just “ok”. Good points, nice selection at breakfast, bar staff & check in staff were nice. Cleaning staff were very friendly. The location was good to where we needed to be. Poor points, staff at breakfast were very rude, the cleaning was non existent (hairs from previous guests all over our hotel room) our room was above a VERY noisy nightclub we had to get moved!
Stayed 4 nights in Mar 2024
Response from Guest Service Team on 22 Mar 2024
Dear Holly, Thank you for your review.We are really sorry that your experience at the hotel was not what you expected. We weren't aware of your issue regarding cleaning, we would've loved to have provided you with excellent service and advised the housekeeping staff for another cleaning. Regarding the noise coming from the external restaurant, we apologize and we hope you got to enjoy the room we provided for you in the end. We hope we can welcome you back and give you a rockin' experience. Kindly, Guest Service Team

10/10 Excellent

Morgan

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice hotel with beautiful pool, lobby and bar areas. Easy (and free) parking right next to the hotel, and a nice little walk away from Puerto Banus. Would definitely stay again
Stayed 1 night in Feb 2024
Response from Guest Services HRHM on 4 Mar 2024
Dear Morgan,Thank you very much for this amazing rating! We are glad that you enjoyed your experience so much. We are looking forward to welcome you back in Puerto Banus! Many thanks again.Rockin Regards,Guest Service Team HRHM

10/10 Excellent

Ali

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Tidy, Clean, plenty of free parking spots, plenty of cafes & great restaurants
Stayed 5 nights in Feb 2024
Response from Guest Services HR Marbella on 25 Feb 2024
Dear ALi,Thank you for taking the time to share your feedback regarding your recent stay at Hard Rock Hotel Marbella. We are delighted to hear that you enjoyed your visit and we were able to provide you with what we’re known for - authentic experiences that rock. You can always count on our team of professionals and enjoy the red-carpet experience at Hard Rock. We are committed to continue providing rock-star worthy amenities to you and making your future stays legendary.We hope we can welcome you back again soon!Rockin' regards, Guest Service Team

10/10 Excellent

S w

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Perfect!
Fantastic, all staff were brilliant!
Stayed 3 nights in Feb 2024
Response from Guest Services HR Marbella on 22 Feb 2024
Thank you for your exceptional review! We are happy to hear your enjoyed your experience with us.We are pleased to hear our staff made your time with us enjoyable, we will pass on your positive comments to our colleagues! Rockin' regards, Guest Service Team HRHM

10/10 Excellent

Sarah

Stayed 3 nights in Feb 2024
Response from Guest Services HR Marbella on 22 Feb 2024
Dear Sarah Thank you for the wonderful rating!We hope we can welcome you back again in the future. Rockin regards, Guest Service Team HRHM

6/10 Okay

Verified traveller

Travelled with family
Liked: Property conditions & facilities, room comfort
Nice but lacks personal touches
This is a clean and well presented hotel however lacks personal touches and felt that some queries were met with a very standard corporate response. Examples include not replenishing tea, coffee and milk on a daily basis which seemed poor for a 4 star hotel and also no recognition of a big celebration we had while staying at the hotel. The lack of these basic personal experiences which have never been an issue at other hotels is the main reason for the lower rating.
Stayed 3 nights in Feb 2024
Response from Guest Services HR Marbella on 20 Feb 2024
Dear Rocker,We are really sorry to hear that you didnt enjoy your stay at the hotel. We feel that there might have been some kind of miscommunication between you and the staff of the hotel. We do offer the replenishing of tea and coffee in the rooms. We do take in consideration our customers celebrating special occasions at the hotel, this is why we think that we might have missed your special celebration. We are truly sorry about that. If you want to get in touch with our Guest Services department and discuss this further, we might be able to change your experience in the future.

8/10 Good

Cynthia, Carcavelos

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Gorgeous property in a good location! Bed was super comfortable and design, on point. Huge tv with ability to.cast from phone. Frustrations: no a/c in room (I guess it's seasonally available, but my room was way too warm!); food options extremely limited (buffet or room service only) for breakfast and dinner; some snacks available at.lunch time (at the one bar)but few choices overall; kettle in room, but charge over €3 for tea bag or coffee pod... just crazy for this kind of property. I'm sure there are travelers for whom this scenario would work out, but for me, it was disappointing.
Stayed 4 nights in Feb 2024
Response from Guest Service Team on 14 Feb 2024
Dear Cynthia,Thank you for taking the time to share your feedback with us. We're delighted to hear that you enjoyed your stay. However, we sincerely apologize for any frustrations you encountered during your time with us. Your comments have been duly noted, and we are committed to using them to enhance our services. Please accept our apologies for any inconvenience caused during your stay and we hope to welcoming you back very soon!Rockin regards,

10/10 Excellent

Kunaal A

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Fantastic resort and amenties
Stayed 4 nights in Feb 2024
Response from Guest Service Team on 11 Feb 2024
Dear Kunaal A,Thank you so much for your fantastic review and for rating us 5/5! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

10/10 Excellent

Doreen

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Jan 2024
Response from Guest Service Team on 10 Feb 2024
Dear Doreen,Thank you so much for your fantastic review and for rating us 10/10! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

10/10 Excellent

steven

Stayed 2 nights in Jan 2024
Response from Guest Services HR Marbella on 23 Jan 2024
Dear Steven,Thank you so much for your wonderful rating. Hopefully we will see you joining the band very soon again.Until we meet again!

10/10 Excellent

Christopher

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Fantastic Hotel+++
Fantastic hotel, very clean, staff very friendly and a great location
Stayed 1 night in Jan 2024
Response from Guest Service Team on 20 Jan 2024
Dear Christopher,Thank you so much for your fantastic review and for rating us 10/10! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

8/10 Good

Sam

Business traveller
Liked: Staff & service, property conditions & facilities, room comfort
Stayed 10 nights in Jan 2024
Response from Guest Service Team on 18 Jan 2024
Dear Sam,Thank you so much for taking the time to rate our hotel. We are glad that your experience was positive.We are looking forward to seeing you soon again.Rockin Regards!

2/10 Terrible

Tarik

Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Terrible experience! The reception was abysmal, and I had to wait for my room for a whopping 3 hours. The service was utterly disappointing, with no apology or effort to rectify the situation. Would not recommend this hotel.
Stayed 1 night in Dec 2023
Response from Guest Services HR Marbella on 17 Jan 2024
Dear Tarik, Thank you for taking the time to share your thoughts with us. We appreciate your feedback on your check in experience. We sincerely apologize for any inconvenience this may have caused. Our team is committed to maintaining high service standards, and we will address this issue promptly to ensure a better experiece for our guests. We hope to have the opportunity to welcome you back again very soon. Rockin Regards

10/10 Excellent

Michael

Stayed 1 night in Jan 2024
Response from Guest Service Team on 15 Jan 2024
Dear Michael,Thank you so much for your fantastic review!We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

10/10 Excellent

Delia

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything about this hotel was excellent.
Stayed 4 nights in Jan 2024
Response from Guest Service Team HRHM on 13 Jan 2024
Dear Delia,Thank you very much for sharing this great review of your recent stay at Hard Rock Hotel Marbella!We are thrilled that you have enjoyed our "Hard Rock Experience", the entire team works very hard to ensure that we deliver a high standard of service and a warm, memorable experience. We look forward welcoming you again in the near future.Rockin regards,Yasmine B.Guest Service Manager HRHM

2/10 Terrible

alan

Travelled with group
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Shameful…
Should be called the hard c**k Hotel with the amount of prostitutes loitering at the bar.. shameful… As for the service well that’s another story.. 1-10 for food.. cold buffet and aweful meat a waste of 70euro… Breakfast is not much better, the cheap of cheap… Then ask for replenishment of tea and coffee in the room to be told no, we’re low classed as we only have a superior room… Not a suite… well I’ve never been made to feel so worthless over a teabag… Never Again… Headoffice will be advised…
Stayed 5 nights in Jan 2024
Response from Guest Service Team HRHM on 15 Jan 2024
Dear Alan,Thank you very much for choosing Hard Rock Hotel Marbella and for taking the time to share your recent experience with us.Our passion for service leads us to always be attentive to the needs and requests of our guests and we are sincerely sorry to learn about your disappointment. Please note that we always strive to make our guests comfortable and have the best experience with us.We all sincerely hope to have the opportunity to welcome you again and proving to you the best rockin' stars service we are recognized for.Kindest regards,Guest Service Team HRHM

8/10 Good

Pearl

Stayed 1 night in Jan 2024
Response from Guest Service Team HRHM on 13 Jan 2024
Dear Pearl,Thank you very much for choosing Hard Rock Hotel Marbella and for taking the time to share your recent experience with us.Our passion for service leads us to always be attentive to the needs and requests of our guests and we are sincerely sorry to learn about your disappointment regarding the food. Your feedback has been shared with the F&B Team and will be carefully studied.We all sincerely hope to have the opportunity to welcome you again and proving to you the best rockin' stars service we are recognized for.Kindest regards,Guest Service Team HRHM

10/10 Excellent

patrick, Northwood

Stayed 2 nights in Oct 2023
Response from Guest Services HR Marbella on 10 Jan 2024
Dear Patrick.Thank you so much for taking the time to leave your opinion about your latest stay at the Hard Rock Hotel Marbella.We hope to see you soon! Rockin Regards!

4/10 Poor

Peter

Travelled with family
Liked: Cleanliness, property conditions & facilities, room comfort
Not Hard Rock
This is the 3rd Hard Rock hotel we have stayed at. We booked for New Years Eve only to find out that the ONLY entertainment the night was the Gala Dinner at €290 each. The only other live music in the entire hotel finished around 8pm. I have to say, had we known this to be the case we would have stayed in one of the other many hotels in the area. Hard Rock is supposed to ooze music and atmosphere throughout, I cannot say how disappointing this was - zero effort unless we were prepared to pay an extra €580 on top of what we had already paid As consolation we were told for €80 each we could join the Gala Even at midnight, this somewhat misses the point of a New Years Eve party where the pre-midnight fun and anticipation are so important Really disappointing and will never visit this hotel again
Stayed 2 nights in Dec 2023
Response from GS Team on 5 Jan 2024
Dear Peter,Thank you very much for taking the time to give us your feedback after your recent stay at Hard Rock Hotel Marbella.On the other hand, we are very sorry if we were not able to exceed your expectations and we would be delighted to know in more detail what were the aspects that made your stay not to your liking.Thank you very much.Best regards.Guest Service Team

4/10 Poor

gil

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from GS Team on 5 Jan 2024
Dear Gil,Thank you very much for taking the time to give us your feedback after your recent stay at Hard Rock Hotel Marbella.On the other hand, we are very sorry if we were not able to exceed your expectations and we would be delighted to know in more detail what were the aspects that made your stay not to your liking.Thank you very much.Best regards.Guest Service Team

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Electrical car chargers NOT working
Stay was good .. we drove a Tesla electric, in the brochure and on their website it said that they had 2 electrical car charger but when we arrived they were both out of service ...
Stayed 4 nights in Dec 2023
Response from Guest Service Team HRHM on 31 Dec 2023
Dear guest,Thank you so much for such a fantastic review. Please be informed that we still waiting for the electric company to solve the issue with the car charger. We apologize for the inconveniences.We are glad that you had such a positive experience and we are looking forward to your next visit!RockinRegards,Guest Service Team

10/10 Excellent

Stefan

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Best Party Place. I recommend to take a room with a view to the pool. Hotel is directly at the Highway A7.
Stayed 3 nights in Dec 2023
Response from Guest Service Team HRHM on 31 Dec 2023
Dear Stefan,Thank you so much for such a fantastic review.We are glad that you had such a positive experience and we are looking forward to your next visit!RockinRegards,Guest Service Team

10/10 Excellent

Craig

Travelled with group
Liked: Property conditions & facilities, room comfort
Stayed 2 nights in Oct 2023
Response from Guest Service Team on 23 Dec 2023
Dear Craig,Thank you so much for your fantastic review and for rating us 10/10! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

10/10 Excellent

Julie

Stayed 1 night in Dec 2023
Response from Guest Service Team on 23 Dec 2023
Dear Julie,Thank you so much for your fantastic review and for rating us 10/10! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

10/10 Excellent

Holly

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Dec 2023
Response from Guest Service Team on 21 Dec 2023
Dear Holly,Thank you so much for your fantastic review and for rating us 10/10! We're thrilled to hear that you enjoyed your stay with us. We're dedicated to providing exceptional experiences, and we look forward to welcoming you back for another outstanding stay. Your continued support means everything to us, and we can't wait to make you feel at home once again!

6/10 Okay

Angela

Stayed 2 nights in Dec 2023
Response from Guest Service Team HRHM on 12 Dec 2023
Dear Angela,Thank you for taking the time to share your feedback regarding your recent stay at our hotel. At Hard Rock, we strive to deliver unparalleled service to all our valued guests and we are disappointed to know that you were unhappy with your experience.We would be happy to have another chance to change your impression regarding your stay with us. Kindly, Guest Service Team - HRHM

10/10 Excellent

Alexandra

Stayed 3 nights in Nov 2023
Response from Guest Service Team on 5 Dec 2023
Dear Alexandra, First of all, I would like to thank you for nice rate and for choosing Hard Rock Hotel Marbella during your stay. It is a pleasure for us to know that we made of your experience such a memorable one and, above all, that our band has done their bit to make every moment special. We hope to see you again very soon! Rockin' regards, Guest Service Team HRHM

6/10 Okay

Lisa

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Initially on arrival to say that we were disappointed was an understatement! We had booked a Gold suite via Expedia. According to the their website the suite should have included a separate livingroom, pool view with a large balcony. Instead the room we were allocated was extremely dark, had half a balcony, a carpark view and no separate living space. When this was raised with reception I was advised that they were in dispute with booking agencies in regards to the room images displayed. They went on to say that they were not representative of all the gold rooms available. When I asked to be moved to another room I was advised that they were all sold out and that one may become available the following day which meant we would have to re-pack and move again. We were not offered any compensation for this and the attitude from staff lacked any consideration for our situation. We were then moved rooms the next day and the difference in quality was very stark. We were only later contacted by the vip team via letter when I had left a negative review on Expedia. Upon speaking to them they appeared disinterested and unaware of our issues. Staff again admitted that not all gold rooms were of the same standard which in my view was unacceptable when you are paying a premium. This would suggest that either the booking agency or Hard Rock as a company are advertising false images. This ruined what should have been a good experience for us.
Stayed 2 nights in Nov 2023
Response from Guest Service Team on 3 Dec 2023
Dear Lisa, Thank you very much for taking the time to review your stay at Hard Rock Hotel Marbella. We are deeply sorry to hear we did not fully meet your expectations; we thank you for bringing them into our attention as they help us improve in many aspects. We will keep working very hard in order to improve our services. Please note that we have taken note of all your comments and would be a great pleasure to have the opportunity to welcome you again next time. Kind Regards,

10/10 Excellent

Bertha

Travelled with family, Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Un trato excelente por parte de todo el staff
Stayed 2 nights in Nov 2023
Response from Guest Service Team on 3 Dec 2023
Querida Bertha ¡Gracias por tu excepcional reseña! Nos alegra saber que disfrutaste tu visita y que pudimos ofrecerte lo que nos caracteriza: auténticas experiencias que te hacen vibrar. Siempre puedes confiar en nuestro equipo de profesionales y disfrutar de la experiencia de alfombra roja en Hard Rock. ¡Esperamos recibirte pronto para otra estancia inolvidable! Saludos roqueros.

10/10 Excellent

Dermott

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Peace and quiet
Stayed 2 nights in Nov 2023
Response from Guest Service Team HRHM on 24 Nov 2023
Dear Dermott,Thank you so much for your your fantastic review.We are glad that you had such an amazing experience at the Hard Rock Hotel Marbella and we are looking forward to welcome you soon.Best regards,Hard Rock Hotel Marbella

6/10 Okay

Susan

Stayed 4 nights in Nov 2023
Response from Guest Service Team HRHM on 24 Nov 2023
Dear Susan,Thank you for taking the time to share your feedback regarding your recent stay at our hotel. At Hard Rock, we strive to deliver unparalleled service to all our valued guests and we are disappointed to know that you were unhappy with your experience.We would be happy to have another chance to change your impression regarding your stay with us. Kindly, Guest Service Team - HRHM

10/10 Excellent

Rebecca

Stayed 1 night in Nov 2023
Response from Guest Service Team HRHM on 24 Nov 2023
Dear Rebecca,Thank you so much for your your fantastic review.We are glad that you had such an amazing experience at the Hard Rock Hotel Marbella and we are looking forward to welcome you soon.Best regards,Hard Rock Hotel Marbella