Hard Rock Hotel Marbella

BEWARE OF HARD ROCK HOTEL MARBELLA! Clearly Hard Rock Hotel Marbella, care more about their bank balance than their customers satisfaction, healthy & safety and cleanliness throughout their stays. We travelled out on the 17th June and had nothing but issues at the hotel itself and clearly other customers staying there did too. Firstly, on Saturday the 20th June there was an entire party going on in the hotel room above us. I’m not just talking about couple of friends having pre drinks before going out later that night, I mean a full blow PARTY with about 20 people upstairs, music blasting, heels clip clopping on the ceiling and shouting (plus someone retching their entire existence up after clearly drinking too much) we gave them the benefit of the doubt and left it until midnight to call reception. Except we waited and reception did nothing anyway… this party continued to go on until 4:30am and which we were left with NO sleep. We proceeded to complain the following morning, with the hotels complaints team and was offered a free pool bed and bottle of cava for the inconvenience (I’d just like to add, they charge hotel guests €200 if you want a nice pool bed which they advertise on their photos and make people book their hotel to only be told you can’t sit there unless you pay. No where on the hotel website page is this extra charge advertised). Anyway, this isn’t even the worst of our issues. On the Monday 22nd June I saw a small bug on the headboard and instantly thought it was a bed bug. However with them usually being quited flat and round, and the one we originally saw was plump we gave it the benefit of the doubt and thought it must be another bug off the balcony. WRONG! The following night we got back to the hotel (our final night so we had been sleeping with them the entirety of our holiday) I ended up finding DOZENS of bed bugs in the headboard of our bed. We went down to reception immediately and was moved to another room. Which wasn’t to the same standard, we had gone from a pool and sea view to a loud roadside room but at least it was free from disgusting bed bugs! We showed the hotels bell boy the bugs in the room also for proof. We put in a formal complaint to the hotels complaints department in the morning and spent over an hour issuing this complaint and filling out documents. However, Hard Rock Hotels are some how refusing to accept accountability and issue compensation for the fact we spent the entire holiday sleeping with bed bugs and risked bringing them home with us! Clearly the hotel rooms aren’t cleaned properly. All because, we didn’t get a doctor report to confirm the bites we encountered were from the bed bugs themselves ? So not only will they not accept accountability and issue compensation for the hell we went through in the hotel, they would also us waist a doctors valuable time to inspect bug bites. Laughable! We weren’t the only people throughout the week we were there, having issues either! On the night we went to reception to report these bed bugs. There were a couple going mental downstairs at reception, as a maid had apparently stolen items out their room. The hotel proceeded to call around 10 police officers to the hotel to deal with the unhappy customers. Then to top it off, on our last day we were sat upstairs at the rooftop pool. It was very windy. It didn’t happen to me, but another lady’s parasol wasn’t screwed in properly and smacked her in the face. She was pouring with blood and the life guard didn’t even know until multiple guests were shouting him to come over. Absolute DIVE of a hotel and can confirm I would never stay nor recommend a Hard Rock Hotel to ANYONE. They can’t even accept liability for bed bugs in a bed and issue compensation! Everyone else may aswell be aware of how AWFUL they are to deal with and do not care what so ever about their customers. If you’ve booked to go I’d suggest cancelling as apparently bed bugs stay free in your hotel room 🤣. But hey! At least they’ve offered us 15% off our next stay as a good will gesture. I Wouldn’t want to stay with them again, even if it was free! Oh and if you’re staying in room 1415 check your headboard you might have little friends spending the night with you!

Good hotel all round good entertainment and food

Excellent hotel, great service, 100% would defintly reccomend

Arrived here in June and did a 10 days stay bed and breakfast. Overall it was a pleasant stay with many positives but also some negatives. If you like value for money it’s important you pay attention to the negatives as they can put a damper on your day. Positives: -modern rooms -Comfortable beds (albeit single beds are child sized). Single beds in the Occidental are more appropriately adult sized. -Two pools -Decent breakfast -Nearby amenities -great aircon -lovely foyer Negatives -superior rooms very small -Very loud obnoxious people from a certain country.. of a certain calibre everywhere. Dominating the pool area. Very loud and drunk. Hard to avoid. -Music at pool area plays loudly from 11am to 7/8pm everyday. -Rooms not sound proofed. -Large obnoxious flashing green light on the smoke alarm in the room right above the bed. Extremely hard to sleep with. (Bizarre how those who planned the layout thought this placement would be a good idea). It’s like flashes of lightening every 10 seconds into your eyeballs. -BIGGEST NEGATIVE: rooms are not cleaned on a daily basis. We nearly went three days without anyone cleaning our rooms. Bin was overflowing, towels filthy. Cups and glasses left in room despite being left in area to be collected by cleaners. At one point I called reception three times to ask them to send up cleaners. They said yes every time yet no one arrived. I then went down to reception and explained again to which point I was stared at blankly and rudely and imo the pretence of language barrier was used. An hour later a cleaner arrived just to deliver fresh towels. Rubbish was still left in room. -625 Euro was also taken from account as deposit upon arrival. -Location is ok but be prepared to walk a lot. Main port is 15 minutes away and it’s very hilly. Other amenities are nearby but again everywhere in that area is very hilly. Have good shoes and pack heels in bag if you want to go to any of the main night attractions. -female staff quite rude. Asked what kind of spritzes they had on the cocktail menu as it doesn’t provide details on variety. She said one minute and dumped an Aperol spritz in front of me despite me saying I didn’t want an aperol spritz to her to begin with. -coffee at breakfast is odious. Just tastes synthetic and leaves awful aftertaste. -aggressive rude guests. One man aggressively seen at coffee station at breakfast shouting loudly and attempting to fight staff. Another time, a belligerent guest had to be removed from the pool area as he became paraplegic drunk. -no first aid kit in room -a coke at the pool bar costs 5 euro -restaurant food in hotel is extortionate -10 euro charge for room service on top of price of what you’re actually buying. -strong, blinding and sickening lemony air freshener used throughout hotel. Very powerful. Can’t be healthy. Some of the above, management at the hotel can fix. I’ve noted stuff that I’ve said here has been said in other reviews. Really should be looked into and improvements made. I do understand what I’ve said not everything is the fault of the hotel but I’m writing this so other guests can have a clear picture of what their entire environment will be like if they choose to stay. I had a very pleasant stay overall but on reflection some of the negatives listed above should be addressed for better customer satisfaction.

Everything is perfect, all staff amazing, Bea the best.