Hard Rock Hotel Marbella

I worked with the Hard Rock Hotel events team during a recent conference held March 9th - 12th and would like to highlight that the events staff, especially Ana Guerra Vazquez, provided impeccable service and hospitality. The food and beverage service provided by the Hard Rock far exceeded our expectations and I'd highly recommend anyone interested in hosting an event, be it business or otherwise, at this location! Additionally, the hotel itself is welcoming, with clean rooms and gracious staff.

Very disappointing experience, especially as a business traveler. Not only mentioning poor breakfast, very-laid back reception staff, room service team not responding on calls, the main issue was the invoice I am still chasing, for 17! days since the checkout. At checkout, I explicitly requested an original invoice for a Booking.com part of my stay. The receptionist initially confirmed this, but later incorrectly stated that it could not be provided as I had another hotel stay for TES Expo afterwards and it was conference who charged me for the stay, which was not applicable to the invoice I requested. Due to time pressure, I was given a document that turned out to be only a copy, not a valid invoice for expense reimbursement. After my stay, I followed up multiple times via Booking.com and email. There was no response for 5 days. Only after submitting a complaint did I receive a reply — again with an incorrect document. My numerous attempts to contact hotel afterwards have no response. After checking out they also charged my card a fee of EUR 5, I haven’t used a mini bar or any other facilities. Key issues: Incorrect information provided at reception Failure to provide a simple, clearly requested document No response for several days Issue still unresolved despite escalation to corporate As a frequent business traveler, proper documentation is essential. The handling of this case has already caused administrative and financial complications, and if not resolved promptly, may require further formal action. I would expect significantly better service from a hotel of this standard.

Lovely stay. Great Rooms. I would like to particular say a BIG thank you To BEA she was very helpful she is a great asset to Hard Rock Hotel. Keep up the great work BEA.

The restaurant service was excellent, but what truly made the experience special was Bea at the reception. She was extremely kind, welcoming, and always smiling. Thank u Bea ❤️

The hotel is bright and lively - check in was laboured and an extortionate holding fee payable on arrival of €50.00 a night ( so for us this was €250.00 each room. At checkout we found out this wasn’t to be refunded for 4-7 days which we felt was really unacceptable as the company will be gaining interest on all our deposits - and we are all losing out on it. Rooms are clean and the bathrooms were great. Food was of a high standard - fresh breads , veg and salads - a good variety and enjoyable even for me who can be selective. Drinks prices felt on the high side but for those who want it there is a great little sports bar across the street that offer exceptional value for money ⭐x5 for them. Staff in general were helpful and friendly. Overall our score relates to the hidden deposit charge and delay in returning this to their customers, and high cost drinks -it is not a reflection on the staff who varied from 4-5 stars. It’s a shame this spoilt our stay 😢