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.

“EXCELLENT!” 5 of 5 stars
Review of Hard Rock Hotel Cancun

Save Saved
You added Hard Rock Hotel Cancun to your Saves list
Best prices for your stay
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Show Prices
Compare best prices from top travel sites
and 10 more sites!
Hard Rock Hotel Cancun
4.5 of 5 Resort (All-Inclusive)   |   Boulevard Kukulcan Km 14.5, Cancun 77500, Mexico   |  
Hotel website
  |  
Hotel deals
  |  
  |  
Hotel amenities
Special Price
35% OFF + $1,800 CREDIT
Ranked #26 of 172 hotels in Cancun
London, United Kingdom
1 review
6 helpful votes 6 helpful votes
“EXCELLENT!”
5 of 5 stars Reviewed May 23, 2013

Holiday was from 9th-19th May 2013. Arrived by private taxi, Olympus Tours staff were friendly and welcoming. Luggage was passed to bell boys as my boyfriend and I received a chilled towel because of the intense heat that day and given a flower for me. We got the Deluxe Gold Suite on floor 6, was better than expected, large room, king size bed, jacuzzi, power shower and his & her sinks. Our view over looked the lagoon so we had the sunset every night which was romantic. The plasma was easy to work and showed american channels with spanish subtitles. Maid came in daily to clean room and left various sculpted towel animals on our bed which was a lovely gesture. All staff speak clear english and spanish, in restaurants laid napkin on lap and assisted tucking in your chair. Food was fresh, especially the stone pizza oven outside next to the pool which couldnt help but visit daily. The pool was open until late and overlooked the stunning blue sea. Highly recommend seeing the evening entertainment such as Michael Jackson show, fire show, circus and more. Visit the Olympus Tour holiday rep in the hotel where they can give you promotional offers to outside activities. Blue Ray marina to do speedboating and snorkelling was my boyfriend and my favourite. Aquaworld to do jetskiing along the lagoon, perfectly safe! Bucka de Puma to do quadbiking, ziplining and swimming in a cave! The R2 bus to go La Isla shopping mall for 5 minute journey and Bubba Gump restaurant next door. This hotel was amazing and didnt want to leave after 10 days! GO HERE YOU WONT BE DISAPPOINTED!

Room Tip: Deluxe Gold had the entertainment concert music every night only lasts an hour. Loved this room.
See more room tips
  • Stayed May 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 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, May 28, 2013
Hello Ella W, thank you for your review. We love to hear when our rock stars get the VIP treatment and feel like royalty, and party like real rock stars! We´re thrilled to hear that you found our rooms to be unique and loved the towel art that our rockers from housekeeping do for your enjoyment. Thank you for recommending the nightly entertainment, they are awesome. We look forward to see you again and make a double platinum hit in your next visit! Rock on!! TAKE TIME TO BE KIND.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

2,237 people have reviewed this hotel

Traveler rating
    1,350
    482
    231
    103
    71
See reviews for
755
734
22
107
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 (530)
Date | Rating
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Korean first
  • Norwegian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Any
English first
Houston, Texas
Senior Reviewer
8 reviews 8 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
6 helpful votes 6 helpful votes
3 of 5 stars Reviewed May 22, 2013

I had multiple negative interactions with staff, mostly over bad service. Had breakfast twice, managed to finish my entire meal without ever receiving my requested glass of water. At times the staff were downright rude. The only bright spot in the whole service department was Felix the bellhop. When I tried tipping him a third time for running all around taking care of my things he refused and said I had already taken care of him. You would think that the Hard Rock, being a multinational company would train their staff better, and hold them to higher expectations. There were times in the pool that I sat at the bar for over a half an hour waiting for a drink, that is until I pulled $10 out and held it up for a tip. Even then after a couple hours I would be glanced over until I tipped again. This is kind of the attitude of Cancun in general though, the "pay me tip me" mood is really everywhere. I'm not saying I wouldn't stay here again if i were to come to Cancun, but I would definitely explore other options first. The rooms I will say are very nice and modern, and beds plenty comfy for a good nights sleep.

  • Stayed May 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 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, June 6, 2013
Hi, Ryan_F100, greetings from Cancun, Mexico! Allow me to thank you for your review, as it gives us an opportunity to address your concerns. Please accept our sincere apologies for any inconvenience you may have experienced during your stay; regarding the service you received we are sorry you did not feel the rock star treatment, it is our goal to make every stay a rock n’ roll fantasy and we are sorry we missed our mark this time. We work very much in the training and supervision of our staff in order to deliver a true rock star service to our valued rockers and make them feel the kindness and warmness that characterizes our Mexican people. You can rest assured that your remarks on this regards have been shared with our General Management in order to take the corresponding corrective measures to ensure our guests’ satisfaction. We sincerely hope we can welcome you again in a future visit to give you the true rock star service you deserve. Hang with the band! TAKE TIME TO BE KIND
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mexico City
1 review
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed May 21, 2013

I´ve been Twice in this wonderful resort, once when it was Cancun Palace, I tought it was my best experience ever until i went back and it was converted to HARD ROCK HOTEL CANCUN, now i can not imagine there is another resort with this incredible and lovely service, The place is just beautiful the view is amazing. EVERYBODY WILL LOVE IT

At the end of May i´m going to HARD ROCK HOTEL VALLARTA, and if my experience is such as Cancun I definetely will become a member so i can start planning to visit another Hard rock Property, I can´t wait longer to be there

Room Tip: Book in advance, and try concierge level if traveling with your couple or Family room if traveling...
See more room tips
  • Stayed April 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 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, May 22, 2013
Hello Marley L! Greetings from your friends in Cancun! Thanks for your sweet review we appreciate you loved the service from our staff, they know how to rock your world and all our rock stars! We know you will have an unforgettable stay at our sister resort in Vallarta, and can’t wait to welcome you again to spoil you rotten! Please let us know, what can we do to make your next visit a double platinum hit! Keep on rocking!
LOVE ALL SERVE ALL
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Thurso, United Kingdom
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed May 21, 2013

Just returned from a 2 week stay in the Hard Rock for our honeymoon.
We decided to stay here as we thought it would be lively and thats what we are about.

Check In - we were disappointed as they had no idea it was our honeymoon - also no greeting with a drink as others described (and later we seen others recieving as well as flowers!) There was no sparkling wine or honeymoon cake as described online and really had to push for these, it seemed the hotel didnt really make an effort for honeymooners.

Room - the room was amazing, we stayed in a delux diamond ocean view which I highly recommend. Also the maids and housekeeping service is good, you can request to have your room cleaned by phone and its done within the hour!
With our room we got 2 free 25 min massages in the spa (knew from checking website) but nobody told us about them - again had to push and eventually recieved (spa was fab and we booked in again with resort credits). The room also offered a turn down service, and petit fois before bed which we didnt receive until we complained! We were on the 11th floor and there was a conference in the hotel for 2 nights. The hotel had let out a suite next to us for the conference party and the noise was horiffic, people shouting stomping and going up and down in the lift, this was the only negative and really the hotel should have considered its guests before letting out the room. It seemed that the conference members got preferencial treatment!!


Room service was something we have never had before and definately made the most of, the meals were lovely and quick!

Nightlife - the lobby bar is the only bar really in the hotel in the evening and seemed to lack atmosphere. There were loads of high stools around the bar which made it difficult to get served and also if you didn't tip the barman or waitress you could forget getting another drink. (Not good when you've paid 6K for your holiday!) They could really do with another few bars for such a big hotel.

Food - The food in the resteraunts was lovely we went to the japanese 4 times! But the market wasn't great and we noticed at the pool the food hygiene was disgusting - touching raw chicken then cooked burgers with the same tongs. We got ill for a couple of days and it was definately the food.

Beach - Beach was really good we spent most of our time there, white sands and blue seas :)
Beach service really good too!
Overall we had a good time but had to complain alot to get what we expected , it feels as though the hotel is trying its best to get up the the hard rock standard but is still lacking in places.

Room Tip: Definately ocean view and request a high room!
See more room tips
  • Stayed May 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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, May 22, 2013
Hi Katie R, thank you for sharing your experience with us. We are sorry we missed to greet you at your check in with a cold beverage and a flower, indeed as you well stated, we do welcome our valued rockers with these amenities and we are sorry we missed our mark this time. On the other hand we surely offer our honeymooners awesome amenities, right after check in you just need to visit the Concierge Desk where you will be welcomed and will be able to reserve your aromatherapy, honeymoon dinner, Jacuzzi experience and massage. I’m thrilled to hear that you found our restaurants food to be great and that Zen was your favorite; we passed your comments to our executive chef to reinforce their procedures to make sure we continue offering top notch service to our valued rockers, we appreciate your feedback.
As you said, the beaches are beautiful, with their soft, white sand and sparkling turquoise-blue water and ours is one of the most beautiful in the area; We look forward to welcome you again next year and celebrate your anniversary so we can roll out the red carpet for you in a future visit to Hard Rock Hotel Cancun
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cancun, Mexico
1 review
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed May 21, 2013

We have been Palace members for over 10 years, we decided to get to know the new concept which was Hard Rock. We had great expectations about it, to start is a small hotel, just one swimming pool near the beach, animation crew not something to join (please!! if there was something I expected from a Hard Rock was not hearing reggaeton or so, please stop!), drinks ok, service ok....were they really make us change our average opinion about it was when we got to know the restaurant of different specialties. The brazilian food was an amazing surprise, you should really go with an empty stomach in order to be able to take advantage of the whole experience, the italian also a really good experience food beautifly placed, nice environment with the music and the atmosphere, but the only reason why we would consider to return to the hotel would be to go to the ZEN asian restaurant.
When we went to the Zen Restaurant in Hard Rock Hotel the experience change completely, it got from average to superb,the service from the waiter, the manager, the chef straight A´s to all of them. They truly make us feel like rockstars. If you go there talk with the manager and the chef and let the blow your minds with their suggestions, a thing yo shouldnt miss its to ask for a Saketini, delicious. Special thanks to the manager of the Zen Restaurant Rene Reyes and the chef Isidro, thanks for the complete rockstar experience. :D

  • Stayed May 2013, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 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, May 27, 2013
Hi Bere M, thank you for your review. We are very pleased to hear that the smashing service from our staff made the difference and changed your perception from average to raving fan! We are thrilled to hear that you loved our restaurants and Zen was your favorite, the presentation of our dishes is created to satisfy every sense; of course our chefs always try to impress our rock stars! We will pass on your comments to Rene Reyes and the chef Isidro; we know they will appreciate them. We look forward to welcome you again and rock your world! ALL IS ONE.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Newmarket, Canada
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
14 helpful votes 14 helpful votes
5 of 5 stars Reviewed May 21, 2013

I had the opportunity to spend an awesome week at the Hard Rock Cancun Nov. 10-17/12.
It was a fantastic week at the resort starting from the moment you arrive and walk into the lobby of the resort and experience the rock memorabilia from past to present. Beautiful interior which is very trendy and upscale and combine that with the decor and friendly and helpful staff makes for a great experience.

I found the food at the resort outstanding, lots of variety, very well prepared, the Brazilian Steakhouse, Ipanema is a must! Premium brand liquors are used here.

What sets this resort apart from others, is the entertainment theme, live bands, great shows, lots of activities so if you are looking for a different experience at an all inclusive resort this resort has it all. It caters to all ages, young and old, you will find something for everyone here.

The staff was very friendly, helpful and fun and kept things going at the resort even in the evening hours at the Smash Bar, great fun!

Overall I had a great experience at this resort, and I can highly recommend it to everyone.

  • Stayed November 2012, 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, May 22, 2013
Hi Cheryl G, thanks a lot for your awesome review! We love to hear from you and appreciate you shared your experience at our resort with us and for recommending us; we know many readers will want to become our future rock stars after reading it. We hope you choose Hard Rock Hotel Cancun as your next stage! Rock the show!
SAVE TE PLANET
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Yorktown, Virginia
Top Contributor
59 reviews 59 reviews
8 hotel reviews
Reviews in 24 cities Reviews in 24 cities
39 helpful votes 39 helpful votes
5 of 5 stars Reviewed May 20, 2013 via mobile

We are Palace Premier members and we were staying at Sun Palace for the week. We had not visited HRC since the reno and wanted to spend a day enjoying the resort. We were totally impressed with our experience! The place was just beautiful. They did not do one of these low class renovations...they went all out on this one. Before there was quite a bit of wasted space in the lobby but not anymore. The lobby bar is just awesome. We also meet some friends there and had a blast in the pool all day. The bartenders kept us hydrated and the entertainment was on top of it. HRC has one of the best beaches too! We can't say enough. We are returning in Sept and it can't come soon enough!

Stayed April 2013, traveled as a couple
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, May 21, 2013
Hi gottavaca, greetings from your friends at Hard Rock Hotel Cancun! We are so happy that you visited us again and loved our style and décor and could meet again with your friends and have a blast, that’s what we are talking about! We can’t wait to welcome you again next September! Let us know what we can do to make your next visit awesome! Rock on!
ALL IS ONE
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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:
#16 Spa Hotel in Cancun
#22 Family Hotel in Cancun
#22 Romantic Hotel in Cancun
#23 Luxury Hotel in Cancun
#23 Top resorts Hotel in Cancun
#25 On the Beach Hotel in Cancun
#26 Business Hotel in Cancun
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Hard Rock Hotel Cancun 4.5*
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 Hotels.com, Booking.com, Expedia, Caribbean Online Mgt Corp., Tingo, Travelocity, Otel, getaroom.com, BookingOdigeoWL, Priceline, Venere and Jetsetter 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.