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“Wonderul Vacation” 4 of 5 stars
Review of Hard Rock Hotel Cancun

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Hard Rock Hotel Cancun
4.5 of 5 Resort (All-Inclusive)   |   Boulevard Kukulcan Km 14.5, Cancun 77500, Mexico   |  
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CINCO DE MY OH MY-40% OFF
Ranked #15 of 179 Hotels in Cancun
Greenfield, Indiana
1 review
4 helpful votes 4 helpful votes
“Wonderul Vacation”
4 of 5 stars Reviewed November 7, 2012

We stayed at the Hard Rock Oct. 27-Nov 3. This was our first trip to Mexico so I was a little nervous staying there after reading some reviews. But after getting there and checking in, it was wonderful! We upgraded our room to the 11th floor with beachfront views, and it was beautiful! definately worth the resort credits since its hard to use them all up anyway. The rooms were a good size, we were only in there to sleep. The food was pretty good, especially the brick oven pizza pool side, the alcohol was always flowing. The spa treatment was OK, pretty much average. The entertainment guys poolside were awesome! (I forget there names, but they were cuties!) They always had something for everyone to do. The shows at night were average, but nothing to get excited about! I had wished they did something more for the Day of the Dead, but they didnt and that I was disappointed in. The wait staff was wonderful and very polite, we didnt have a problem with any of them. We took a day trip to Isla Muejures (spelling??) it was ok, not really worth the time once was enough for us to go there. The only downside was daylight savings time when we arrived that weekend, the sun went down at around 4:30pm and it would start to get a little chilly with the wind. But all and all we were very pleased with the trip and we are ready to come back for another visit!!

Room Tip: Upgrade to room on the top floors, beachfront is a must!
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  • Stayed October 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Hard Rock Hotel Cancun, responded to this review, November 12, 2012
Hi bdimi512, thank you for your sweet review, we love hearing that our dear rockers have lots of fun enjoying the nice rooms, the great food and always rocking in our bars and restaurants, we did have some traditional “altares de muertos” on the Día de Muertos / "All Souls Day" and several activities, that day!
On behalf of the entire crew at the Hard Rock hotel Cancun, we look forward to welcome again soon.
Keep the good times rolling!
TAKE TIME TO BE KIND
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Los Angeles, California
Senior Contributor
40 reviews 40 reviews
19 hotel reviews
Reviews in 20 cities Reviews in 20 cities
41 helpful votes 41 helpful votes
4 of 5 stars Reviewed November 7, 2012

My husband and two daughters (ages 2 and 3) had a fantastic time at the Hard Rock Hotel Cancun in mid September. It was our third time staying at this hotel but the first time since Cancun Palace switched to Hard Rock. I know that most people reading this post care to know about the pros/cons and/or how I rate it as a "family" resort.

First off, my overall impression of the change was very good. I loved the changes they had made to the lobby area. It has a more rocker/young vibe with rock music playing pretty much 24/7. They've done a great job at shifting gears from what used to be a typical resort lobby to a cool place to chill at any time of day. There is rock memorabilia all around the lobby area and surrounding the lobby bar. The lobby bar of Cancun Palace was hardly ever occupied but now it is a central place to lounge, have a cocktail/drink, shop, listen to music, play pool, etc. If you're looking for a super relaxing, conservative, or private hotel, this is definitely not it BUT if you're idea of having fun is being in a relaxed, chill atmosphere, you'll love the change.

Park of the pool was being renovated while we were there but that didn't bother us at all. I hate when I read reviews and people just complain about every little detail and expect perfection. Let's look at the big picture, people! As long as I have my family, sun, the beach, good music, good food/alcohol, what more can I ask for????

The pool/pool bar were great so no real big change except for the food not being available right next to the pool.

The rooms were nice and had a more rocker vibe.

The staff was much nicer this time around than the 2nd time we were here last year. Based on our conversations with the staff last time, they were stressed and unsure about what type of changes were going to be made. This time, they were nice and helpful.

The only thing that I can say that the resort can really work on is their food. For a five star resort, I think they can do better. Frieda's (Mexican) was closed the whole time we were there. Ipanema (Brazilian) was nothing special. The pizza making station by the pool was excellent as always. The breakfast buffet was great as well... fresh fruits, fresh omelets, fresh juices, breads, bagels, etc etc etc. Zen (sushi/teppan) was fantastic as always.... we ate here the most! And the Italian restaurant was okay.

The kids club was better than ever (except for the food options again). The girls LOVED it and the staff really went out of their way to make it a good experience for us/them. They have a lot more activities/shows now. They have character breakfasts which was so much fun for the girls. The kids club pool was fun too.

The gym had issues while we were there... the AC wasn't working pretty much the whole time but the gym staff was doing their best to accommodate and make the resort guests comfortable.

We took a few tours this time around unlike the last couple times we went as the girls were too young before. We took a tour to Tulum which I still wouldn't recommend for a 2 and 3 year old. It was HOT and HUMID and pretty hard to enjoy the beauty of the historic site with two tired toddlers =)

The way resort credit is used is completely different now.

The spa was excellent.

I'm sure we'll be back again and I look forward to seeing what other changes have been made as it's still in transition.

Room Tip: Ocean view - highest floor
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  • Stayed September 2012, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Hard Rock Hotel Cancun, responded to this review, November 8, 2012
Hello shaq4545, We would like to thank you for your detailed and sweet review. We love to hear that you had a great time with us and liked our brand new facilities and that the little ones had lots of fun in The Little Big Club! We are glad that you would come back to visit us again, and will roll out the red carpet ready for you. LOVE ALL SERVE ALL.
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Las Vegas, Nevada
Top Contributor
93 reviews 93 reviews
18 hotel reviews
Reviews in 29 cities Reviews in 29 cities
62 helpful votes 62 helpful votes
3 of 5 stars Reviewed November 5, 2012

I attended a wedding on the beach at this hotel and stayed extra days with my husband. If we had been alone, we probably would have chosen the Ritz Carlton down the beach. I agree with other reviews that there are distinct pros and cons to this property. I have never been to an all inclusive resort or anywhere in Mexico before. I have also avoided cruise ships. I did feel like I was trapped in a large, land locked, middle class cruise ship in a scrubbed and sanitized corporate American Mexico. Of course, that means we were not kidnapped or shot at by drug cartels and there was no illness from food or water. We felt safe there. For that I am grateful.

The hotel staff did a very nice job of putting on weddings. We watched other weddings and celebration dinners and dances on different days. The enthusiastic staff assembling and taking apart these parties on the beach were impressive. Some of the constructions were very elaborate. One night for another large group, they constructed an illuminated dance floor on the beach! Our friends' daytime wedding was lovely, had an elegant stage set up that perfectly complimented the ocean beyond and included champagne on the beach. Every one of us was so touched, we were all crying and a thoughtful employee made rounds with a box of tissues. Brides should know that there is still a lot happening on this beach during weddings, guys constructing things, beach patrol ATV's driving through photos, people flying over in motorized hang glider things, helicopters, speedo-wearing beach guys staggering by and throngs of other resort guests whom you do not know are taking pictures and video of your wedding. All of this is part of the atmosphere here, so be prepared.

We really enjoyed being there with a bunch of great friends and the all inclusive set up made it easy to assemble in impromptu large or small groups for meals and drinks. Our group had a wonderful time being right on the beach, jumping in the beautiful ocean, hanging out at the swim up bar and paddling around the pool. The unlimited supply of food and drink definitely stimulates overindulgence. It is important to pace oneself. The quality of the food was below average. Service at the various restaurants was variable. Coffee and wine connoisseurs will have great difficulty appeasing their palates here. Trying to use "resort credits" to get upgraded wine confused several wait staff and also resulted in getting some poorly stored California zinfandel available for $8 in a US grocery store for 120 resort credits. It's easier to stick to cerveza, tequila and booze. Some of the tastiest meals were had at the grill behind the swim-up pool bar. Great little tacos and well cooked burgers for lunch. Frida was good too.

There are two swim-up bars, one with loud music and a volleyball game, has more of a party atmosphere and full sun later in the afternoon. The other swim-up bar near the spa has shade in the afternoon and shorter wait for a drink. The enormous pool was very nice and clean and had ample areas to find lounge chairs and hang out. The hot tubs in the center were not hot-same temp as pool water. The upstairs children's pools went unused and people had their kids with them in the main pool.

The whole tipping situation is unclear. I guess the all-inclusive package means that tipping is not expected or required. But people were tipping for some things. For example, if you want a beach umbrella set up, that doesn't seem to happen without a tip.

Photographers took pictures daily and bring an animal for people to pose with photos (giant scary snake, iguana, cute little monkey, etc.) The Kodak booth in the lobby will sell you a CD of up to 12 photos for $99 US. There are other cheaper options to purchase the photos. Ask a lot of questions at the booth before buying. Also, we enjoyed the fire show presented in the little open air theater. The performers did an excellent job.

The resort credits cannot be used until you check in and speak with 2-3 different people at different desks. My advice is: Don't get hung up on having to spend every last credit. That can detract from enjoying your vacation. Firmly tell them you are not buying any condos or timeshares. You do not have to attend a sales breakfast. Just like negotiating when buying a car, tell the "Vacation Planner" that if he or she won't apply your credits you don't care and get up to leave. They will get it done then. Just pick a few key activities and enjoy them.

The rooms were spacious and clean and we enjoyed the ocean view from a high floor. We didn't use resort credits to upgrade our room, but noted that other guests who did had less of a room choice the closer to the weekend they arrived. The hotel filled up. Also, they may put those who pay for the higher end rooms on the higher floors. The gerbil feeder booze bottles in the room sound great, but there is so much alcohol constantly being offered that we hardly used it. There isn't much good mixer stocked in the fridge anyway. We really appreciated the big bottles of cold water in the mini-fridge in the room and the little juice boxes. Some people had snacks in their rooms, others didn't, but most of us were constantly full anyway. The free phone calls to the continental US from guest rooms were really great.

We and another couple used resort credits for the romantic dinner on the beach. It was nice, the food was good and much Moët & Chandon was poured. I agree with other reviewers that the merchandise in the stores does have an inflated price and a restriction on how many resort credits that can be used, so you would end up paying more than in the US for a lot of it, and probably don't really want or need it.

Many of us used credits for the tours. Our friends enjoyed the shorter Tulum tour. We took the 11-12 hour long Chichen Itza tour. The guide was knowledgeable and the traveling situation seemed relatively safe. He was selling us some kind of Mayan jewelry on the bus during his talk on the way there. You may want to bring an iPod or something to read. Bring your own water bottle in your bag and a couple of little snacks for the return trip. The bus bathroom was not to be used but the bus stopped at the border of the Mexican states Quintana Roo and Yucatan for a quick bathroom break that nearly resulted in leaving a guy behind. There are decent bathrooms at Chichen Itza. Pay attention to the guide and bring watch or phone with accurate time. The bus will leave for home exactly when he says and you want to be on it! Also, it is no exaggeration that you will want sunscreen, sunglasses, a wide brim hat and a lightweight top with long sleeves. You will be out among the ruins for several hours in the super hot afternoon sun. No cooling ocean breezes here. Chichen Itza has a ridiculous number of people selling cheap stuff and calling out when you walk by. It is an unfortunate distraction from the remarkable history of the place and money spent on this stuff does not support archaeological efforts. It is instructive and sad to view the little villages and the prison from the bus window. This was not listed in the description before we left, but our bus took us to lunch on the way to Chichen Itza through a town, to a little place under construction with an open air restaurant area and water slides. We were deposited in a big room with tables full of stuff to sell to us, the captive consumers. They took US dollars, pesos and credit cards. They sold beverages from a little bar and presented a difficult to identify buffet lunch.

This trip satisfied my curiosity about a number of things, I learned quite a bit and experienced places and situations for the first time. I probably would not choose to return to the Hard Rock Cancun in the future. I will consider another all-inclusive property in the future if travelling or meeting a big group of friends. For future couple's trips, we will choose places with more quiet and privacy and less gluttony.

Room Tip: If you aren't going for a suite, consider deluxe diamond, 11 or 12th floor, views of sunrise, oc...
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  • Stayed October 2012, traveled with friends
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Hard Rock Hotel Cancun, responded to this review, November 6, 2012
Hello CapricornSister, We would like to thank you for your detailed review. We love to hear that you had a good trip overall..and that you took advantage of your Resort Credits and took several tours and excursions; again thank you for your opinion and although our style of hotel isn’t for everyone, we are glad that you gave us a try. We hope to welcome you back soon and we would love to provide you with a true Rock Star experience. LOVE ALL SERVE ALL.
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Indiana
Top Contributor
60 reviews 60 reviews
47 hotel reviews
Reviews in 20 cities Reviews in 20 cities
112 helpful votes 112 helpful votes
4 of 5 stars Reviewed November 3, 2012 via mobile

We stayed here with our daughter, son, and his friend. We had stayed here many times when it was Cancun Palace so it was neat to see the transformation of the resort.
Rooms-very clean, nice comfortable beds, nice amenities
Food-was just average for an all inclusive
Drinks- good
Beach-nice cancun white beach
Pool-very crowded
Kids club-to young for our daughter
Shows-good
Front desk- terrible & very rude
We had a nice stay but not sure if we would return.

  • Stayed July 2012
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Hard Rock Hotel Cancun, responded to this review, November 5, 2012
Hello beachvacationgirl, we thank you for your overall great comments!
We distress to learn that you had a bad experience with our Front Desk team. We take pride in our ability to provide our guests with authentic experiences that rock, and are truly sorry that we have missed our mark.
We hope to have the opportunity to welcome you back to our beautiful hotel to change any misperceptions that you may have from us, and provide you with the Rock Star experience that you truly deserve. LOVE ALL SERVE ALL.
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westchester
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed November 2, 2012

We were staying at the HR on oct 20th to 27th. PROS: very nice rooms, food not too bad my favorite had to be the Italian and the Zen rest. The service everywhere was really great. The pool was also very nice all the servers would bring you whatever you like. The beach was pretty rough but so beautiful to look at.CONS: Sales reps are every where Pila did not want to give up she was so annoying following us and calling every day. Bottom line the whole hotel credit thing is a SCAM they jack all the prices up for everything and then take off the the 100$ sorry I am not sucker. We were travelling with a toddler so of course they put us in the room with a bunch of party crazy people that woke us up every night. Just a thought dont put single people next to familes.Not fair for either. Overall we had a nice time just those few hicups. My wedding my beautiful Thanks Poula. I forgot to get my certificate from her opps.Will come back one day love all the high end ammenties.

Room Tip: if you have a family ask them to put you in a non smoking room with other families not single party...
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  • Stayed October 2012, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Hard Rock Hotel Cancun, responded to this review, November 5, 2012
Hello Shabana7, Thank you for the overall fantastic review. We are happy that you found our resort to be amazing.
We offer our most sincere apologies if you felt you were being pressured by our sales team in some way. We work very much in the training and supervision of our sales staff in order to deliver the best treatment to our valued customers and transmit the kindness and warmness that characterizes our collaborators at Hard Rock Hotel Cancun
We are glad that you would come back to visit us again, and will roll out the red carpet ready for you. LOVE ALL SERVE ALL.
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Southern Maryland
Contributor
12 reviews 12 reviews
7 hotel reviews
Reviews in 6 cities Reviews in 6 cities
13 helpful votes 13 helpful votes
4 of 5 stars Reviewed October 31, 2012

“Very very good experience”
Oct 29, 2012 Robches
We stayed at Hard Rock for two weeks. We booked when it was still Cancun Palace and we monitored the switch over and the reviews with some real anticipation.

We had a great time. We were there for two weeks including one night of the Grand Opening.

The food, restaurants were the same or better than when Cancun Palace - I found the Asian and Brazilian restaurants to be best. We ate at Zen (Asian) 4 times. Do the Hibachi tables, but also order from the menu - some great stuff there.

The buffet is the buffet. My advice is ask for stuff you don't see. The have egg whites for breakfast if you like, They have shrimp and fish on the grill if you ask.

The staff is incredibly helpful. In particular Xavier at the Front Desk is amazing. Seek him out if you need anything. That guy should be promoted.

My one caution - the atmosphere is very Hard Rock "rock n roll" so if you don't like that then choose another place.

We had a great time.

  • Stayed October 2012
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Hard Rock Hotel Cancun, responded to this review, November 5, 2012
Hello Robches, We are pleased that you enjoyed your time in our restaurants and found Zen and Ipanema to be your favorites. We love hearing when our staff members are Rock Stars. Thank you for taking the time to mention that Xavier at the Front Desk rocked your world. We have shared your comments with our Management team in this regards. We hope to see you again soon. Rock on! LOVE ALL SERVE ALL
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Oklahoma City, Oklahoma
Senior Reviewer
7 reviews 7 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed October 30, 2012

Although we were disappointed when this was turned to Hard Rock after wer reserved Cancun Palace and even though we had never been, we were pleasantly surprised that the horror stories were not true. Construction was over. Check in a breeze, Awesome room service and all the immenities. Everything was open and functioning. We enjoyed the experience much more than our cruise. Everyone was hospitalble and we wanted for nothing except on the rare occasion that they couldn't change our larger bills for some $1s for tipping. The food was excellent! My only complaint was the "sales" pitch we went to wouldn't take no for an answer and we had to go through 3 more people before we could get out the door.

"Charly" at the "Market" buffet restaurant was supurb, funny, friendly and went out of his way to provide a very pleasurable dinning experience and was the highlight of our breakfast experience every day!

Thanks Charly for adding that personnal touch to our great experience!

Room Tip: Any floor with the room 78 example 878, 778 are bigger with seperate bathroom and the elevator to th...
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  • Stayed October 2012, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Hard Rock Hotel Cancun, responded to this review, November 5, 2012
Hello Believing, Thank you for your great comments. We are pleased that you had a fantastic vacation and saw for yourself that our resort is all fully functional and full of fun for our dear rockers,
We loved that you experienced the warm and always great service from our staff and Charly at the Market will be very happy to hear that you thought his service rocked. We hoe we can welcome you back in the future to give you the best vacations here at Hard Rock Hotel Cancun.
ALL IS ONE.
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Additional Information about Hard Rock Hotel Cancun

Address: Boulevard Kukulcan Km 14.5, Cancun 77500, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Spa Hotel in Cancun
#14 Top resorts Hotel in Cancun
#15 On the Beach Hotel in Cancun
#15 Luxury Hotel in Cancun
#18 Business Hotel in Cancun
#21 Family Hotel in Cancun
#22 Romantic Hotel in Cancun
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Hard Rock Hotel Cancun 4.5*
Number of rooms: 598
Official Description (provided by the hotel):
After a complete rockin’ renovation, Cancun Palace debuted as the all-inclusive Hard Rock Hotel Cancun in October 2012. Featuring enhanced, new facilities and guestrooms and located in the heart of Cancun's hotel zone, Hard Rock Hotel Cancun boasts unmatched, all-inclusive luxury accommodations including in-room double Jacuzzis, fine dining, top-shelf drinks, 24-hour room service, live entertainment and more. The beachfront property also features Hard Rock's signature Rock Star Suite and showcases an extensive collection of authentic memorabilia from international and local music artists, while incorporating diverse music genres throughout. ... more   less 
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Also Known As:
Cancun Palace Hotel Cancun
Cancun Palace Resort
Palace Hotel Cancun
Cancun Palace Cancun

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