Hard Rock Hotel Marbella

As a previous customer of HRH elsewhere, we were excited to spend the week at HR Marbella. Unfortunately, the experience fell short of expectations, for a number of reasons: Air conditioning in room is the noisiest we have ever experienced, making it impossible to sleep with it running. Music at the upper pool should be turned down. We expected a lively pool scene, however the monotonous music should be quieter at the top pool. Reception staff are rude and act like customers are a complete inconvenience. The same goes for most of the restaurant staff, who switch off the drinks machines at 11am, right on the dot when breakfast finishes (even though in all of the other hotels that I’ve stayed in, coffee is still served for a good 20 minutes after the cut off for food). The option to stay for longer in our room in the last day could not be clarified until we were due to check out. Again, in all other hotels that I’ve stayed in, I was able to have an answer the night before. All I got on the day was a no, you cannot, and a shrug. Again, fabulous customer service. I feel that this hotel is trading from its name, however the standards fall far short of the brand. It wouldn’t take much to make this a fabulous resort, including putting on some live music of an evening instead of the repetitive DJ all day.

Requested two rooms near each other in advance of our stay and again when checking in: we got one on the second floor and one on the fifth. Food and service by the pool was abysmal. Staff were visibly arguing with each other. Dirty tables and cutlery. Customers constantly having to chase the staff down. The food was horrid. Not sure on what planet a 4 star hotel feels comfortable serving that food. I’d be surprised to receive it at a 1 star. We saw multiple people sending plates back. Waiter didn’t even bother to ask why we hadn’t touched our food. Just placed the overpriced bill and a card machine in front of us with a look of displeasure. Rooms are nice enough but nothing is replenished at all throughout your stay. Constantly had to ask for coffee pods etc and they never arrived. I was told what I owed on check out and then came home to see they’d taken more money than what was discussed - I am waiting to receive their response to this issue. Appreciate it’s the Hard Rock so expect loud music and parties etc but when there is a party in someone’s rooms still going at 5am you’d expect staff to do something. The air con is very loud, so you’ll either need to accept getting woken up every-time it kicks in or you’ll have to turn it off and be very warm. Would say 3 star max, rather than 4.

Everything was good but very disappointed, they ask for the deposit as guests we give them but when you check out nothing has been returned been 3 days I have emailed tried calling to get the rest of my money back no one answers and that’s really bad 375 euro of deposit isn’t little .

Very happy with hotel location & cleanliness Felt let down by rude staff who always looked unhappy & were unwilling to help. All bars seemed understaffed. Pool side service was great one day & awful the next. Prices seemed high and the same drink would be different prices depending on the bartender which when challenged poor communication proved difficult. Back of house staff were always smiling & helpful as was pablo who helped us with our luggage. Music around the pool was far too loud and went from pop to hard rock in seconds!!

Hard Rock Hotel Marbella – Honest Birthday Stay Review ⭐️⭐️⭐️☆☆ (3.5/5) I stayed at the Hard Rock Hotel Marbella for five nights to celebrate my birthday and while there were some lovely touches, the experience overall fell short of what you’d expect from a high-end, 5-star property. ⸻ ✨ The Good: • VIP Check-In was a great way to start the trip—warm, professional staff and blue VIP bands made us feel welcomed right away. • Room Upgrade: We originally booked a Silver Deluxe Suite with breakfast. After some issues with the first room, the team handled it well and upgraded us to a Gold Suite, which was appreciated. • Breakfast Variety: The breakfast selection was good, and I was thoughtfully brought gluten-free pancakes each morning—something that was very much appreciated. • Infinity Pool Staff: The rooftop pool area had a much better vibe than the rest of the hotel—friendlier, more attentive service, and a more relaxed atmosphere. ⸻ 👎 The Not-So-Good: • Poor Gluten-Free Awareness: While some staff made an effort, overall, gluten-free options were extremely limited. There were just 1–2 options during the entire stay, and many staff weren’t even aware of what was safe to eat. The gluten-free bread came sealed, but no separate toaster was provided, which meant I had to avoid it due to cross-contamination concerns. For a hotel at this level, proper dietary accommodations should be standard. • Unusable Sunbeds: The most comfortable poolside beds were all taped off the entire five days we were there, with staff informing us they could only be used if we paid an extra £200 per day—even though they remained completely empty. This felt more like upselling than hospitality and gave the impression that certain comforts are only available if you’re willing to pay even more on top of the already premium room rate. • Service Inconsistency: The level of service really varied. While some staff (particularly at the rooftop pool and VIP check-in) were great, the service elsewhere often felt cold or even rude. Drinks were sometimes slammed down on tables, and the male manager at reception didn’t manage a single smile throughout the entire stay. For a luxury hotel, this really stood out in a negative way. • Strange Water Policy: At breakfast, we weren’t allowed to bring bottled water to the table and were instead asked to pour glass after glass. It made no sense and felt unnecessarily awkward. • Deposit Policy – Unacceptable: One of the most frustrating aspects was the deposit. The hotel held £150 per night (over £500 total), on top of the full prepaid room cost, and then informed us it would take 7 working days to be refunded. This is excessive and outdated. Most 5-star hotels hold £100–200 total, and release it within 24–48 hours. ⸻ 💬 Final Thoughts: The Hard Rock Hotel Marbella has great design, a lively vibe, and moments of genuine hospitality—but these were often overshadowed by rigid policies, inconsistent service, and a lack of attention to dietary needs. At this price point, guests expect more than just aesthetics. Until the service culture is more consistent and the guest experience is prioritised over upselling, I’d find it hard to fully recommend. Would I go back? Maybe—but only if these issues were addressed.