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“Just got back and loved it all!!” 5 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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Special Price
35% OFF + $1,800 CREDIT
Ranked #19 of 177 Hotels in Cancun
Port Perry, Canada
2 reviews
“Just got back and loved it all!!”
5 of 5 stars Reviewed February 15, 2013

My first trip to cancun in over 20 years. One of my daughter's booked and paid for the entire trip, so I can't comment on the value. However, the service and the staff were absolutely amazing. Everyone was very happy and always had a smile on their face. (one exception was the staff in the "business centre"-dealt with 2 different men and they were less than helpful with questions or help-they were the only black mark on an otherwise amazing staff). Special thanks to Lucy who cooked my breakfast each morning - she was a doll, always smiling and made excellent omlettes, and to Atruro in the spa who gave me one of the best facials I have had in a long time. Sandra, our concierge was very helpful as well. I have forgotten a lot of the others names, but I really can't say enough positive things about the staff. Our rooms were kept spotless and the mini bar was always stocked. Our balcony was ocean facing and the view was spectacular. The food at the market and the outside buffet was exceptional - and I normally do not enjoy buffets. The show at Zen was very entertaining, but the food was just ok. we avoided the Italian restaurant as we did not hear great things about it. The pool/beach/entertainment staff were all above average, especially the entertainment staff - sooooo much energy and always had something for every age group. The pool side drinks were great and so were the bartenders. I was impressed with the top notch alcohol brands. You do have to reserve a pool chair VERY early - I watched the sun come up each morning (6:15) and the chairs were already being reserved at that time. The room credits are a little confusing and try not to leave spending them to the last minute as in one instance, my daughter waited for 45 minutes in the "business centre" to purchase a spa product package. I have already recommended this hotel to several friends and would definitely go back.

Room Tip: Stayed on the 7th floor (middle section) and the room was perfect, no excessive noise, great view. M...
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  • Stayed February 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 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, February 18, 2013
Hi Sharilynne111, we are very happy hearing that the service and the staff were absolutely amazing! Indeed the staff and their great service is becoming a legend at the Hard Rock Hotel Cancun, we appreciate your nice comments about Lucy and all other crew members, and we will let them know that you thought her service rocked! About your vacations we are thrilled that you all had a blast and we look forward to welcome you again and make your next trip to Cancun another true Rock Star legend!
Strum that air guitar and practice your rock face!
LOVE ALL SERVE ALL
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3,066 reviews from our community

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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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Madison, Wisconsin
Reviewer
5 reviews 5 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed February 14, 2013

We stayed there the 1st week of Feb. and loved it! Check-in was a breeze. Our room was what and where we'd requested (7th floor ocean view) I'd ask for a higher one next time to improve the view a bit. The room was clean, fully stocked mini bar and fridge all included. Staff was fantastic every place we went!

The concierge staff was very helpful via email before we got down there cb(concierge2_hrhcun@hrhcancun.com )and also helped plan a surprise for my son who turned 18 while there. They decorated his dinner table and brought him a bday cake, and even went to the room and decorated his headboard and lamp with balloons and confetti string! Deisy was my main contact, but all the girls were great!

Getting into the specialty restaurants was never an issue. We did go early enough so we could catch the shows in the theater each night though. We never ate at the buffet except for breakfast, which offers eggs/omelettes made to order. You can ask for anything and they'll accommodate you. I saw one lady eating Eggs Benedict made just for her. Bacon was fantastic!

Our favorite Restaurants were the Zen, Brazilian Steak House and Ciao. My husband had the duck breast and it was fantastic! We ordered an entree and a pasta each so don't be shy.

The beach bar was where most of the action was. Martin is a fantastic bartender and they have the best tacos made to order on the back portion of the pool bar. I loved the chicken and the steak. There is a wonderful wood pizza oven we had often, and for lunch there was an outdoor buffet with grilled ribs, burgers and chicken legs, along with salads, salsas and good guacamole.

There was a live band at least every other night, and it can be noisy but the 1 night I stayed in I shut the patio door and turned up the tv. No problem.

24 hour room service was used often in our room. I love that!

At the beach there are no palapas, but a young man will dig a hole for an umbrella for you and get you all set up. He even re-positions it for you later in the day if you like.

Beach volley ball was a blast! All levels of expertise were happily included which made it more fun for me.

They do have 2 boogie boards you have to ask for, or you can rent them from guys on the beach. There is some insurance issue with them so they keep the hotel's board location on the down low.

One drawback was the dance bar at night. It was a huge closed restaurant (Brazilian) where they played nothing but Rave type music, and wouldn't take requests. Seemed odd at a "Hard Rock" bar. There were never more than 6 people in there when I was there. I love to dance so it was disappointing.

We met so many wonderful guests and staff. We really had a fantastic time!

And my husband would like to share the big tip he found...pass on the Don Julio Reposado shots and try the Centenario Reposado (Oro). Very smooth and better flavor.

  • Stayed February 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jonathan D, Customer Service Manager at Hard Rock Hotel Cancun, responded to this review, March 11, 2013
Saludos tangle2 from your friend`s at Hard Rock Hotel Cancun, What an amazing review. Thank you so much for choosing this scenario to celebrate your son`s 18th birthday. We are happy of knowing that Zen, Ipanema and Ciao restaurants were your favorite restaurants. About the night club we are sharing your concerns with our Vibe Manager for improvements and make night life more inclusive for all our dear rockers. Many future rocker will benefit from the pictures you have share with us, were glad that you had the treatment of a rock star, we can’t wait to host you again and keep playing side by side and unforgettable song.
TAKE TIME TO BE KIND
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Markham, Canada
Contributor
16 reviews 16 reviews
12 hotel reviews
Reviews in 11 cities Reviews in 11 cities
75 helpful votes 75 helpful votes
4 of 5 stars Reviewed February 14, 2013

We (me, my wife, 3 year old daughter and 9 month old son) stayed seven nights at the Hard Rock Hotel Cancun in early February 2013. We had a fantastic time and definitely would come back. Last year we stayed at Beach Palace, which is a top 10 tripadvisor-rated resort in Cancun, so our expectations were definitely high! Hard Rock ended up coming in a close second to Beach Palace.

In summary, the food was above-average, the entertainment was the best we've seen at any resort, the rooms were average and staff were slightly above-average. The $1500 resort credits are a gimmick as you end up paying more with the 11% "service fee" that they charge you. The only exception is the spa allowance that equates to excellent value.

Rooms:
We had an Oceanview room in the middle of hotel on the 9th floor on our first day. We were about four rooms from the elevator. Our first night was a disaster because the noise was absolutely unbearable and our kids had trouble sleeping. The traffic in the hallway did not let up until about 1am in the morning and it was probably one of the noisiest hotel rooms we've ever stayed in. We requested to be moved the next morning and the Manager on Duty Yakimoto (who was excellent) moved us to a different oceanview room at the end of the wing (away from the elevators) on the 7th floor. We were literally at the end of the hallway and the silence was bliss.

In terms of the size of rooms, we found them to be small for the price you pay. Also, there is a jacuzzi in every room, and the positioning near the entrance of the room tends to get in the way making it tight to navigate between the beds and bathroom. Also, most of the balconies were tiny and there was only enough room to just step out and sit. For a five-star hotel, you would expect bigger balconies. In the new room we had on the 7th floor in the wing, the balconies were larger and much more suitable.

Our advice is to request a room near the end of the wings, which are quieter and have larger balconies.

Food:
There are four a la carte restaurants at the resort, the Market Buffet and other dining around the pool area:

Zen (Asian): We ate here on our first night in the a la carte menu area. It was a HUGE disappointment. The sushi was dry, pasty and tasted like it was just defrosted after being frozen for days. We also tried a couple of other dishes like pad thai and teriyaki and again they were disappointing and very far from tasting anything like authentic Asian.

On another evening we tried the Teppanyaki grills. They were fantastic! The food was fresh and tasty and the chef's show was always enjoyable. If they aren't too busy, ask them to make Mayan coffee at dessert time. It tastes amazing and the show is excellent as well. The Teppanyaki was so good that we ended up eating there another two nights.

Ciao (Italian): We ate here on our second night. Again another disappointment for the a la carte menu. The food was no good and one of our waiters actually admitted that people never finish their pasta dishes because of the poor quality. They definitely have to work on their menu at this restaurant. We did not revisit again during our stay. If you are looking for good pasta, go to the Market Buffet and ask them to make it on the grill for you. It was very tasty and actually better than some Italian restaurants we have visited.

Ipanema (Brazilian): This restaurant was Brazilian-style with the various cuts of meat brought around to your table. In general, this was better than Ciao and better than a la carte at Zen, however, the food options at Ipanema were much more limited. We did not revisit again during our stay.

Frida (Mexican): Frida was excellent. The food was great and our waiter was excellent. However, our food took forever to be delivered to our table. Mexican food is generally not on our favourites list so we only visited one night.

Market Buffett: The market buffet was very good compared to other resorts. The food was always hot and the variety was above-average. The grill is an excellent area for having them make eggs, pasta, fish, steak, fresh to order. Our breakfast and lunch waiter Carlos was excellent. He always put a smile on our faces and surprised our daughter with a Minnie Mouse-shaped pancake one morning for breakfast.

Entertainment:
We had the best entertainment experience of any resort we have ever visited! During the day, the DJ was playing top 40 hits. While some people complain that it is noisy for the oceanview rooms, we loved listening to the music in our room and sometimes taking a nice afternoon nap listening to the ocean waves and music. On some nights, there was a band playing around the pool. They played 70s, 80s, 90s rock and they were AMAZING.

For our kids, their kids club was awesome! They had Angelina Ballerina and Barney theme rooms, as well as Bob the Builder and Thomas activities. Every Thursday night they have a huge show at the Theatre, which has all four character appearances. Also there is a very cool splash area for kids at the kids center and they also have various crafts and character visits throughout the week (including character breakfasts).

On other nights, we saw the Fire Show. Make sure you sit further back as one of the flame throwers accidentally let go of his baton while it was still on fire and it landed near the feet of the people sitting in the front row!

Room Tip: Our advice is to request a room near the end of the wings, which are quieter and have larger balconi...
See more room tips
  • Stayed February 2013, traveled with family
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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, February 18, 2013
Greetings from the band in Cancun! Hi there CanadianStockDaddy, we are overjoyed to hear that you all had a blast and that you will definitely return, and thanks again for giving us an awesome review and great a score within your top 10 we appreciate it! We cannot wait to welcome you again with open arms, roll out the red carpet and treat you like rock stars!
The crew is ready for the next gig, and the stage is waiting for you here at: Hard Rock Hotel Cancun.
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Sarnia, Ontario, Canada
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed February 13, 2013

We were part of a group of 12 that stayed at the Hard Rock Cancun in February 2013. The food was top notch and the atmosphere was perfect. If we wanted to be involved with activities, we ventured to one end of the pool. If we wanted to relax in the sun, we went to the other end. The pool was so big you had these two options. The beach was also a great place to relax. I liked the service on the beach. Always a cold drink in hand and I never left my chair. The room was always spotless and a stocked fridge. We took advantage of the spa and had a relaxing 80 minute massage. The staff was very friendly and available.

Room Tip: If you don't mind hearing music from 9am - 9pm, get a room facing the ocean. If you want it qui...
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  • Stayed February 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
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, February 18, 2013
Hey Aaron Z, sounds like the band had a blast with us! Right on! We appreciate your review and we totally love to hear that you took advantage of our facilities and activities to keep you well entertained, and what to say about the service on the beach, who wouldn’t like to be with a cold drink in hand by the soft, white sand and brilliant turquoise-blue ocean? Only our rock stars like you here in Hard Rock Hotel Cancun. We look forward to welcome you again and keep the good times rolling!
SAVE THE PLANET
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Minneapolis, Minnesota
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed February 12, 2013

This resort has great service, food and location is gorgeous - white sand beach!
Staff is fabulous - Saira is the best waitress by the pool - Charly put together a wonderful seafood luncheon for our group. The entertainment staff by the pool does a great job of getting the crowd involved - thanks to Kevin, Andy, Natashia, Fergie, Kikass!

Room Tip: Upgrade to Ocean view room if available - try and stay away from rooms near the elevators - the soun...
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  • Stayed February 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
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, February 18, 2013
Hola, Minnesota T, thank you very much for your short and great review, the staff is the soul of our resort, we are thrilled hearing that you loved the resort location, the beach, and that Charlie set up a great lunch for your group! We are passing your comments to our entertainment team, to let them know they rocked your vacations! That’s rock n’ roll!
ALL IS ONE.
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Alexandria, Virginia, United States
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed February 12, 2013

My wife,daughter and I had the greatest vacation yet at the Hard Rock Hotel Cancun 2013. We loved the hotel,the memorabilia and the room. The view from the balcony was extraordinary and the weather was perfect! We especially loved the entertainment staff. Kevin,Andy,Jackie,Vicki,Natasha,Alex,Kikass and "Fergie" were outstanding,fun, energetic and made sure my 5 year old daughter had the time of her life. From the Mariachi band,to the wrestling show,the Super Bowl party in the Amphitheater,we really had great entertainment all week long. We will DEFINITELY return next year and highly recommend the Hard Rock Hotel Cancun. The All inclusive Hotel was exactly what we hoped it would be.

Room Tip: Ask for an Oceanfront room. The view of the bay is nice but you're in Cancun so you MUST have an...
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  • Stayed February 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
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, February 18, 2013
Hi Nick K, greetings from Cancun Mexico! Thank you very much for your nice review, we appreciate you highly recommend us and even more to hear that you had the greatest vacations at the Hard Rock Hotel Cancun! We are passing your comments to our Entertainment team; they will love to hear that your 5 year old had the time or her life, yeah! These are the type of rock stories we love to hear and we will look forward to welcome you and roll out the red carpet and spoil you rotten!
Keep on rockin’
TAKE TIME TO BE KIND
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Manchester, New Hampshire
Contributor
18 reviews 18 reviews
8 hotel reviews
Reviews in 6 cities Reviews in 6 cities
12 helpful votes 12 helpful votes
3 of 5 stars Reviewed February 11, 2013

Beautiful beach location, our room was gorgeous ocean front 4th floor, a bit loud in the afternoon as the beach bar and band/dj was always playing in the afternoon. We weren't in room much so it didn't really matter. Zen and Tampaneki are the best restaraunts, dont bother with CIAO, not good and took so long for food, terrible food too. Lunch, you have to go to the Grille in the marketplace, order shrimp and steak then outside they will make the best caeser salad...yum. The pools were incredible, if you want a chair you must get ur book and towel on it at 7am to be poolside. The grounds are immaculate, staff work hard at keeping this hotel beautiful, check in is long and they should rethink the setup of their check in process. Really didn't venture into the ocean it was really rough. The only complaint I have is some dollars and medicine went missing. I brought my pain medicine as I have radiculopathy and 100 one dollar bills as we like to tip. The first day my pocket book was moved and money seemed disheveled in bag, didn't know how many ones I had so thought little of it, so the 2nd night I counted my one's 76 and my 7 pills. The next day after we sunbathed came back to room for a siesta, I counted my pills 4 left and my ones there were 69, did the same thing the third night and again next day more missing. Next trip we will lock up our things in the safe. Never wanted to believe this was happening as we always travel 5 star not 4, this hotel, seemed more like a 3 star in reference to clientele they serve. We traveled here last year when it was cancun palace and it seemed more upscale and different. We didnt' pay for the trip well my husband actually worked for it, but it is not a place we would normally book.

Room Tip: ocean front corner suite.
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  • Stayed February 2013, traveled with friends
    • 3 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 1
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, February 18, 2013
Hi aloha09, thank you for your review. We are happy that you loved your room and enjoyed our Zen restaurant our chefs always try to impress our rock stars!
On the other hand we truly regret to hear that you had some inconveniences at Ciao restaurant with slow service and with your dollar bills and medicine,, be sure that we take our valued guests comments with the most importance; we are passing your comments to our Management Team to ensure our processes are reinforced and prevent any occurrence from happening. We hope you can visit us again in the near future to give you the Rock Star treatment and make your next vacations a hit!
LOVE ALL SERVE ALL
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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:
#13 Spa Hotel in Cancun
#18 Luxury Hotel in Cancun
#18 Top resorts Hotel in Cancun
#18 Business Hotel in Cancun
#19 On the Beach Hotel in Cancun
#22 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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