Hard Rock Hotel Marbella

Dreadful experience. Avoid.

We spent a week at the Hard Rock, having booked 4 rooms to celebrate my daughter’s 18th birthday.

We encountered extraordinary scenes during our stay. The top pool has great bar staff, and buzzing music - it really should be fun and relaxing. Unfortunately the pool was frequented for several days by a large group of men with evidently prostitutes for company. The group engaged in rough play fighting and loud homophobic language, all while openly smoking marujuana.

Complaints made by us at the bar were acknowledged, but nothing was done to halt this bad behaviour.

On our last night 5 of us got back to the hotel at 1250am and tried to order five g&ts. We were told the bar was closed, and we were asked to order room service. Having chosen the hotel due to its website branding as “a rockin’ destination for travelers in search of a fun filled getaway” we were disappointed to discover we could not order drinks in the bar. So we ordered the 5 drinks to our room, and went to the bedroom as instructed. The drinks were delivered at a cost of close to €100. Five minutes later there was a knock at the door and the night manager Ivan arrived, together with a security guard wearing a flak jacket and a truncheon. We were told we were breaching hotel policy, and we needed to disperse. Having explained that we were told to use room service, apparently that means you must go to your own room with your drinks and not be together. We followed the next set of instructions and were told we could take our room service drinks back down to the bar - as this was in fact permitted, which we duly did. We were in the bar for a few minutes and my friend brushed his toes against a table, while we were chatting on one of the low sofas. What followed was another round of intimidating security behaviour - where we were told that we were in trouble for having feet on the table - which, again, was not the case at all.

To have heavy handed and intimidating security at that time of night in front of other guests while in a group of people aged 18-60 was very upsetting, particularly as we had spent a magical day at the Beach House in Elviria. The contrast with the customer experience at the Hard Rock versus the Beach House is frankly staggering.

Equally, the disparity between the way in which our family night out was handled, versus the bad daytime behaviour around the pool - carried out by a large group of loud mouthed vulgar men - was quite shocking.

We have been regulars at the Hard Rock and we shall never return. We remain hugely disappointed by the hotel and its bizarre treatment of well meaning and well behaved guests. This was supposed to be a family celebration, and in the end we have been left with a very bad feeling about our (expensive) stay.

On a final positive note, Nicky the Pilates instructor was amazing!

Beautiful Bea has been lovely, always upbeat & a gorgeous person around the hotel! Thank you

Worst ever experience in 5stars hotel I have got rubbed at the hotel from the cleaner who stole one of my shopping bag and when i told the hotel management they did not do anything and they simply laughed and said sorry we didn’t find anything in our lost and found. It’s crystal clear why they haven’t found it because it’s a teamwork of robbery. Be careful when you throw your money in the garbage for such a Hotel.