Hard Rock Hotel Marbella

Staff very friendly especially if you make an effort to be friendly,I even attempted to speak Spanish much to their amusement but they appreciated the effort, all good natured. Daughter felt ill with tonsillitis and lady at the evening bar made honey and lemon drink for us to help, that was kind and very appreciated. Only negatives for me were the non stop music ( but it is Hard Rock ,so was expected), walkway under the high way is grim and of course the high way is very noisy all night. Beautiful hotel building and pool areas, excellent breakfast and when DJ came on around lunchtime the pool became a fun atmosphere. Daughter will return with her friends.

We stayed here and when we took the sheets of the bed there were all little bugs in the mattress my friends face was bite.would trust cleaners with you’re belongings either.My bracelet was stolen.Would not return.

Absolutely disgusting experience at Hard Rock Hotel Marbella. We checked out today and shortly afterwards realised that I had left my cream purse containing my bank cards in a drawer in room 1327. I immediately returned to reception and told them exactly where it was. I was refused access to the room. Instead, TWO MEN were sent into the room to check for my purse while I was forced to stand at reception. They came back and told me “it’s not there.” Well, I know it was there. My purse did not grow legs and walk out of the room. It was left inside a drawer, and then after we checked out, other people had access to that room. Someone has taken it. Whether it was a member of housekeeping or one of the two men who entered the room, I don’t know — but my belongings have disappeared from a hotel room after I left them there. What is absolutely disgusting is how little reception seemed to care. Our taxi was sitting outside waiting for us, and it felt like they knew we were under pressure and could simply dismiss us with “it’s not there” because we had no time to stand there demanding answers. There was ZERO urgency. ZERO concern. ZERO customer service. And since this happened, I have found other reviews mentioning bank cards and belongings allegedly going missing, which makes this situation even more disturbing. I am not going to name or accuse a specific employee without evidence, but I absolutely believe my purse was stolen after I checked out, and the hotel needs to explain what happened to it. A luxury hotel should have proper procedures for this. They should be able to establish exactly who entered room 1327 after we checked out and investigate this properly. Instead, I was basically sent away with no help whatsoever. Hard Rock Marbella might look luxurious, but the way we were treated was anything but. I would NEVER leave valuables in this hotel again and I certainly won’t be staying here again. Management needs to investigate this properly.

Here at the moment as a supposed VIP with 2 kids. Whilst some aspects are great: the live music by the pool, family rooms have 2 toilets & breakfast is good. What I can’t get over is the ridiculousness of having all the Bali beds round the pool reserved for day visitors or those wanting to spend €250/day on alcohol whilst there isn’t any sunloungers for paying guests. Everyday there’s about ten reserved empty Bali beds. As a “VIP” we were entitled to a day “free” to a Bali bed but on the day we booked we were told the booking hadn’t been made correctly and four different staff just passed us from pillar to post then said we could all share one for a few hours (there isn’t room for 4 so we let our kids sit in it for an hour before they wanted to be with us)….. 2 days in a row we ve had no where to sit. Today, the only sunloungers left have no brolly and are right next to a group smoking cigars. The other major floor is that go get to puerto banus you have to walk through a long dark underground passage which accommodates homeless men so there are articles scattered around the floor (along with urine). Lastly, there are of course lots of hen/stag parties which is fine but they sit round the pools all day swearing loudly, smoking and generally being inappropriate for kids. It’s a real shame the hotel don’t control these negative aspects as it’s simply impossible for a family with kids to find this acceptable. This was our family summer holiday and it’s definitely ruined our experience: we won’t ever come back. Also to add it’s September now so i can only assume it would be busier in July/aug.

Serious security concerns – extremely disappointing response from management We stayed at Hard Rock Hotel Marbella from 13th–16th July for my wife’s 40th birthday. On 16th July we checked out around 11:45am–12:00pm and then sat by the pool. Shortly afterwards my wife received bank alerts showing her card was being used fraudulently. We immediately went to the information desk and were told to return to our room. The safe was open and our belongings were missing. At reception my wife purse and approximately £400 cash were returned. When my wife checked the purse her physical bank card was missing. The card had been inside the purse, secured in the safe, for our entire stay and had never been used by my wife. The only transaction she made during the trip was using her mobile phone. The fraudulent transactions occurred shortly after checkout, between approximately 12:46pm and 12:54pm. We repeatedly asked management to investigate the room access records, safe access logs, CCTV and housekeeping records. Unfortunately, when we raised this with management, we felt our concerns were dismissed. The response was largely to defend the staff and assure us that they were trusted, rather than provide answers to the questions we were asking. After numerous emails, we were told everything had been reviewed and there was no evidence of staff involvement, but our specific questions were never properly answered. We were never accusing anyone. We simply wanted to understand how a card that had remained secured inside the safe throughout our stay could be there when we left the room, but missing when we returned, and then be used fraudulently shortly afterwards. We will never stay at Hard Rock Hotel Marbella again. What should have been a special celebration has left us extremely disappointed and seriously concerned about the security of guests belongings and, most importantly, how this incident was handled by management.