Hard Rock Hotel Marbella - Puerto Banus

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.

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!

We had a wonderful stay at the HardRock hotel in Marbella. The facilities were beautiful, the atmosphere was lovely, and the overall service was excellent. A special mention to Irene from Guest Relations, who was incredibly kind, helpful, and professional throughout our stay. She went above and beyond to make sure we had a great experience. Her attention really made a difference. Thank you, Irene!

We stayed at Hard Rock Hotel for our wedding anniversary and had a wonderful time. Thank you for the complimentary champagne in our room—it was a lovely surprise. The breakfast was excellent with plenty of variety, and everything we ate was delicious. The staff were friendly and attentive, and our room was clean and comfortable. Thank you for making our stay so enjoyable!