3.5 Rating (Not available on Trip Advisor)
Having traveled to Mexico for over 10 years this was my first experience at the newly refurbished Cancun Palace AKA Hard Rock Cancun. We stayed at the Beach Palace our last stay, and we had loved the food, service and overall amenities. The fact that we had booked Palace resorts in the past we had similar expectations for this “Hard Rock Hotel”
The Downs / Negatives
Food : The Market (Buffet) Average at best, not too many food choices, poor meat, service was random, ex: we sat at our designated table for 10 minutes and no one came to us, we asked for cappuccino took about 20 minutes. I had a better service at a Bahia Principe for a lot less $$$.
ZEN (Asian): No air conditioning ! Really too hot to enjoy your food, though very good service. Menu was limited but ok choices, nothing spectacular.
Ipanema (Brazilian): Salty meat, off service ex: we were offered meat after having our dessert, often mixed up in the service, staff was not coordinated well enough but very friendly, for example I asked for double dessert and they accommodated our requests.
Amenities: Resort Credits are overrated, This year 11% tax is required and everything is overpriced ex: $325 for Coach sunglasses, Retail 149$ normal price in North America. They will hassle you if you do not use any, I had a phone call at 7:40AM, to ask if we had meeting about our credits !
Rooms: Arrived before 3pm Check-in, They told us room was only available in 20-30 minutes. We went back, we were told the same thing for a second time. Finally third attempt, they said it was available.When we arrived at the room, what a nightmare! (the was room was clean) but we had booked a King sized bed, we got 2 double beds ! It took 4 days to sort this out…..
The Ups / Positives
Frida Restaurant (Mexican) delicious food, great service.
Ciao (Italian) Was better than expected, it killed the Beach Palace Italian type restaurant. Luis our waiter was very friendly, he was the only one who made sure our glasses were full of water. My Wife drinks a lot of water, and if she doesn’t have any left she will dip into mine real quick !
Amenities: The Beach was beautiful, enough beach chairs for everyone, Parasol was available upon request. Infinite pool was nice but no shade. Rooms are quite large, Entertainment was quite good, a Mexican show would of made it better.
Overall it was a good experience, my only concern is the Price. You pay a palace price but get a lower end service and food quality. Would go back if the price was lower.
- Official Description (provided by the hotel):
- At Hard Rock Hotel Cancun , we've created the ultimate beachfront celebrity playground and transformed the typical All Inclusive vacation into a Rock Star paradise, which reflects our Mexican setting and cosmopolitan flair. Featuring enhanced facilities and guestrooms the property is located at the heart of Cancun's hotel zone. Hard Rock Hotel Cancun boasts unmatched, all-inclusive luxury accommodations including in-room double hydro spa tubs, 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