We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Beautiful Transformation to HardRock Cancun” 5 of 5 stars
Review of Hard Rock Hotel Cancun

Best prices for -
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 8 more sites!
Save
You added Hard Rock Hotel Cancun to your Saves list
Hard Rock Hotel Cancun
4.5 of 5 Resort (All-Inclusive)   |   Boulevard Kukulcan Km 14.5, Cancun 77500, Mexico   |  
Hotel website
  |  
  |  
Hotel amenities
Ranked #19 of 178 Hotels in Cancun
St. Clairsville, Ohio
Senior Contributor
35 reviews 35 reviews
25 hotel reviews
Reviews in 10 cities Reviews in 10 cities
56 helpful votes 56 helpful votes
“Beautiful Transformation to HardRock Cancun”
5 of 5 stars Reviewed February 25, 2013

Beautiful Transformation to HardRock Resort
We had the opportunity to visit and dine at this resort on February 16th.
The resort has made a beautiful transformation to the HardRock Cancun from it's previous Cancun Palace. In many ways it much improved in its appearance and offerings to it's guests. The restaurant selections are fantastic.

As Palace Premier VIP members and Elite Diamond members, we were able to obtain the assistance of member service Liz. She was able to make our dinner reservation at the Zen restaurant where we enjoy a wonderful dinner at the Teppanaki Table with Israel as a wonderful waiter. Upon our reservation arrival we were warmly greeted by Liz to assure us everything for our special dinner for our family was taken care of. Thank you Liz.

The beach are and remodeled pool was gorgeous. The music was not overwhelming and the place is beautiful and enjoyable. We definitely recommend this resort for couples or families.

  • Stayed February 2013, traveled as a couple
    • 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
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 27, 2013
Hola Palacerat, thank you for the Rockin´ review! We are thrilled that you had a blast in this vacations, it is great when our valued members get the rock star treatment and the service from our crew is top notch, we love hearing that you felt the real VIP experience.
We are passing your nice comments about the service provided and your special thanks to our staff, they surely will appreciate it.
We will be happy to roll out the red carpet for you again in your next visit to Hard Rock Hotel Cancun.
Keep the Hard Rock memories!!!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

3,253 reviews from our community

Traveler rating
    2,087
    659
    305
    123
    79
See reviews for
1,110
1,029
34
137
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
Traveler tips help you choose the right room.   Room tips (710)
Date | Rating
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Greek first
  • Italian first
  • Japanese first
  • Korean first
  • Norwegian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Any
English first
Senior Contributor
39 reviews 39 reviews
13 hotel reviews
Reviews in 20 cities Reviews in 20 cities
22 helpful votes 22 helpful votes
4 of 5 stars Reviewed February 24, 2013

I do not usually care for all inclusive vacation spots, but the Hard Rock does it right. Great rooms, a cool vibe to the place, and the beach is awesome. Food, as in most all inclusive Hotels, is average. The staff goes out of it's way to make you feel welcome.

Room Tip: Get a room that faces the Beach, the lagoon side is not so terrific.
See more room tips
  • Stayed January 2013, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
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 27, 2013
Hello Mario F, thank you very much for your kind comments, we´re very happy to hear that you like our new style and decor of our great resort, we love hearing when our dear rockers liked our variety of restaurants food and the great service from our staff. And that you enjoy the beautiful turquoise beach of the Caribbean Sea. We appreciate the great pics you took our future rockers will love them.
We look forward to see you again at the Hard Rock Hotel Cancun.
SAVE THE PLANET
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Longue-Rive, Canada
1 review
5 of 5 stars Reviewed February 24, 2013

The room is very good and very clean. And the ambiance it's very hot, in all hotel. So particulary at bar with our prefer bartender Manny, it's a good person et his amazing service...we travel with my sister and my brother in law and they son oupsss and my husband my love. We maked a good travel.....

  • Stayed December 2012, traveled with family
    • 4 of 5 stars Value
    • 4 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
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 27, 2013
Hi Mona G, thanks for the short review, and thank you for mentioning Manny, we will let him know that you thought his service rocked!, we love hearing that your stay could not be better!. Hope we can welcome you again soon here at Hard Rock Hotel Cancun. Rock on!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York
Contributor
15 reviews 15 reviews
8 hotel reviews
Reviews in 9 cities Reviews in 9 cities
25 helpful votes 25 helpful votes
2 of 5 stars Reviewed February 24, 2013

My husband and I were transferred to the Hard Rock Cancun after a terrible experience at the Aventura Spa Palace. We requested a transfer to Sun Palace (having stayed there before we knew we could count on the excellent service and atmosphere) but since there has been a split in the Palace company, this was not possible. We were impressed when we first arrived at the resort since we were greeted kindly by the check-in staff. Since it was late we did not have any trouble getting into our room right away however, dinner was another story...an one hour wait!! It was 8 p.m. how could there be such a long wait when there are multiple restaurants?? We checked and they all seemed to have the same wait so we just picked one. The food was okay and I would say that at each restaurant the food is good but not great. The staff that prepares fresh items for you definitely work hard and I appreciate their attention to detail. The wait staff is less attentive and responsive than we have experienced at Palace locations. There were two days in a row that we lost our table in the buffet restaurant while we were selecting our food at the buffet. The hostess was very sweet and helped us right away each day and I really appreciate that she remembered us for the rest of our stay and made sure that our table was secure (I also brought a bag to leave on my chair just in case). The concierge, room service and some of the other staff were also not as attentive and helpful as they should be.

So on to the room...the room was okay, not as spectacular as you would think they would be. When my husband and I went to the presentation about buying a membership to Hard Rock (the first day of our trip) they did comment that the focus was on the outside of the hotel and not the rooms. They weren't kidding...they obviously did not replace the worn out beds when they remodeled the resort. I have never slept in a more uncomfortable bed before!! I asked for more mattress covers and they did provide the two I requested but it didn't help. My husband and I did not sleep well which I suppose did have one benefit....our early rising ensured a chair at the beach or near the pool. Yup, if you want to have a place to sit, you better get your chair reserved before 6:30 a.m. and if you want any "prime" location you better head out there at about 5 or 5:30. My husband decided to count one day and in all there are less than 450 pool side/ocean front chairs for a resort that has 601 rooms and don't forget that some rooms have double beds and families in them.

Now speaking of families...this is a family resort and if you have children you may want to reconsider booking your vacation here. My husband and I were quite concerned about some of the "spring break" type behavior we witnessed by the pool. I am not sure you would want your teenage boys to see the inappropriate behavior of the drunken barely dressed female spring breakers. And as you would might imagine the resort is loud...very loud all the time. You can not relax by the pool or in your ocean front room for that matter. Not during the day and not at night if there is some sort of event going on by the pool. Oh, and then there was the loud party and the heated argument in the rooms on either side of us and therefore, no sleep and no relaxing on those nights either. Just as I expected, the new resort with the Hard Rock name has attracted a younger crowd with it's louder party friendly atmosphere.

Overall, we were not pleased with the change over to Hard Rock and will only spend our time at the Palace locations in the future. This is a shame since we are basically cutting our resort options. We purchased the Palace Premiere membership three years ago but since the company split and the Hard Rock seems less interested in attention to detail and service than they used to be, we will stick to the locations that kept the Palace name. Oh, if you are wondering if their level of service has also changed...not one bit. My husband and I visited the Sun Palace for dinner twice this week since we longed for the quality and service that we experienced last year at the Sun and the year before at le blanc. The service was amazing, the food was amazing and it prompted us to upgrade our Palace membership to VIP status.

  • Stayed February 2013, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 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 25, 2013
Hello jdlenz, thank you for taking the time to share with us your concert and suggestions, we apologize for any inconvenience you may have experienced during your stay at our rocking resort. We´re sorry to hear that you had several inconveniences prior to your arrival to The Hard Rock Hotel Cancun, we do our best to provide VIP service to our valued members, as you well mentioned we greeted you with a big smile and warm service , and that is why we´re sad to know that you experienced long wait at our restaurant, we have pass your comment s to our executive chef to ensure our VIP satisfaction, as well as your comments regarding what you felt as a non satisfactory service provided from our concierge and room service teams. Rest assured that we take all of our Members and guests comments with the most importance and based on such, we take the necessary steps to prevent them from reoccurring.
Adjustments are being implemented continuously to enable us to keep providing a VIP service to our Members. We are confident that as a result of these actions we will continue being reliable and customer responsive nonetheless here in Hard Rock Hotel Cancun hope that you will give us the opportunity to change any negative impression you may have towards our service and facilities in a future visit to Hard Rock Hotel Cancun.
LOVE ALL SERVE ALL
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Easton, Connecticut
Senior Contributor
26 reviews 26 reviews
7 hotel reviews
Reviews in 20 cities Reviews in 20 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed February 23, 2013 via mobile

I would like to thank all the staff here at the Hard Rock Hotel. The service was great, always helpful and with a true smile. We were made to feel at home and nothing was difficult for the staff. They went out of their way to make everything possible.

This trip was mostly business, but I already called my wife to tell her we need to come down and bring the kids.

It's located off the main strip and close to La Isla mall. As it is all inclusive, no worries, no lines and great service. Try any of the restaurants, you will not regret it!

Stayed February 2013, traveled on business
Was this review helpful? Yes
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 25, 2013
Greetings from Cancun Edgar H, thank you for sharing with us your experience at our rocking Resort even though you came in Business we´re glad to know that our staff give you rock star treatment, There is no better song than hearing you are coming back with your family and giving us the opportunity to make them feel true VIP. Please feel free to contact us in advance so we can deck out the stage for you.
Expect the unexpected!!!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Victoria, British Columbia, Canada
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed February 23, 2013

My Husband and I won a trip to the Hard Rock Hotel, Cancunm through Air Canada Vacations. It was an all expense paid 7 night stay at this all inclusive resort. The Hotel and staff were just FANTASTIC, they all went over and above in service. The room was so clean and we had a 2 man jucuzzi right in the room, which was a real bonus for us! The food was all DELICIOUS, in every restaurant and the buffet, all very fresh and so nice! Our favorite restaurant was Zen, a Japanese style restaurant with awesome food....LOVED the ginger sauce for my rice and the Chicken Kung Pao dish!! The put on a great show at the habachi grills and awesome one on one service at the individual tables, which we prefered. Our favorite server was Rafa, he went over and above giving great service and he made us an amazing Mayan Coffee right at our table with blue fire and all! The beach and pool are also fantastic, there were alot of families with small children and they were taken card of very well. Mexican Fiesta night is a "must do", don't miss it! It was lots of fun for the children. Our experience there will be remembered for a very long time, thank you to all the staff at the Hard Rock Hotel in Cancun for a wonderful holiday!
Sincerely, Dan and Cheryl Phillips

Room Tip: Room 474 was ours and it was great! The air conditioning worked really well, lots of hot water, toi...
See more room tips
  • Stayed February 2013, traveled as a couple
    • 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 25, 2013
Hola Rock Star Dan p, thank you for your rocking review, we´re happy that our staff had the chance to played a great concert that made all your senses tremble and enjoy your holiday, our goal is to provide a star treatment, were glad to know that Rafa made and excellent job and Zen Restaurants was your favorite spot. We would like to have the opportunity to roll the red carpet for you and your husband once more and provide you with the stupendous service that you already know. Keep the good memories!!!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Senior Reviewer
7 reviews 7 reviews
Reviews in 6 cities Reviews in 6 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed February 23, 2013

The Hard Rock is an obvious remodel of an older hotel. The staff is incredibly hard working and friendly. They are totally dedicated to making your stay as warm and welcoming as possible. Beach and water is amazing! We found the food, in general, to be, well, catering to lack-luster tastebuds. We tried as many food areas as possible. Again, staff was awesome at all. Ciao was particularly yucky imho. They try, really they do. The market had enough fresh options to fill the void. I wanted authentic Mexican food, however I felt the restaurant dedicatd to such did not deliver the flavor. Sopa good tho! Rooms are clean and well appointed. Don't take one near the elevator! Noise is crazy. Earplugs helped. DO NOT waste your time with the Legendary sales pitch, because that is all it is. And is is a hard sales pitch for 2 solid hours before we walked out. Excursions are awesome Xel-Ha and Tulum in particular. Vibe is fun. Place is colorful. Can't say enough about how hard the staff work to make your stay memorable. My teens loved every second of our stay....particularly the pizza. Lol environment is safe and friendly. We did enjoy ourselves!

Room Tip: Stay away from the elevator! Try to upgrade using hotel credits to an ocean view.
See more room tips
  • Stayed February 2013, traveled with family
    • 3 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
    • 5 of 5 stars Service
Was this review helpful? Yes
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 25, 2013
Hi Jude V, we would like to thank you for your nice review, we´re cheerful that your family had a true rock star experience, each and everyone from the staff provide the best VIP service to all our guest, we are so pleased that you took advantage of all the tours and excursions, We have shared your comment about Ciao Restaurant with our Food & Beverages Manager so he can check that the food quality is the best for our rockers. We would be delighted to have the opportunity to play for you a new song here at Hard Rock Hotel Cancun.
Keep the Hard Rock memories!!!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hotels you might also like...
mm/dd/yyyy mm/dd/yyyy
Prices are for 1 room, 2 adults
Price Your Stay

Been to Hard Rock Hotel Cancun? Share your experiences!

Write a Review Add Photos & Videos

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 Top resorts Hotel in Cancun
#18 Business Hotel in Cancun
#18 Luxury 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 
Reservation Options:
TripAdvisor is proud to partner with Expedia, Hotels.com, Orbitz, Booking.com, BookIt.com, Jetsetter, Caribbean Online Mgt Corp., Despegar.com, Travelocity and Odigeo so you can book your Hard Rock Hotel Cancun reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Cancun Palace Hotel Cancun
Cancun Palace Resort
Palace Hotel Cancun
Cancun Palace Cancun

Owners: What's your side of the story?

If you own or manage Hard Rock Hotel Cancun, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.