We vacationed with family at the Hard Rock Hotel in Cancun in early May and loved it! My wife and I enjoyed it so much that we returned (just the two of us) three weeks later (May 31-June 7). We arrived at the resort and were greeted by bell boys with courteous smiles and cool towels. When we checked in at the front desk, we were given a Jacuzzi suite with two double beds and an ocean view. This was not the reservation I had made as “Legendary Members,” which asked for a room on the concierge level (12th floor) with an ocean view. We requested to speak with the Front Desk Manager and were greeted by Amaury Gonzalez, Front Desk Assistant Manager. After hearing our concerns and displeasure, Amaury explained that the resort was completely sold out and that he would not be able to accommodate our request for Friday night, but would work hard to change our room the very next day. Amaury worked diligently with us to ensure that we had a Jacuzzi suite with a king bed and ocean view on the 12nd floor since there would be guest departures the next day. On Saturday, Amaury came to our room to personally assure us that he had a vacancy on the concierge level (12th floor) with an ocean view. Amaury was very professional, pleasant, and courteous throughout our contacts with him. Amaury turned what could have been a negative experience for us into a very positive experience. Throughout the remainder of our stay whenever he saw us at the front desk/lobby area, Amaury always inquired if we were enjoying our stay which, of course, we were happy to tell him that everything was going wonderfully. He even asked for our input/suggestions on anything we felt the resort could improve on, displaying his effective leadership skills!
While we had some rainy days during our stay, Amaury and the entire staff at the resort were very willing to make our stay as pleasant and enjoyable as possible. We were still able to enjoy the pool, the beach, and the various restaurants; and on the days we were too tired from the excursions, room service dinner was hot and tasty.
Below are some of the many staff members who really stand out as Hard Rock ambassadors and made us feel valued and welcomed as guests at their awesome resort:
Lupita Ordonez--our housekeeper always ensured our room was clean and that we had plenty of towels and bath toiletries. Daily, she made various animal displays from towels, adorning our bed. Lupita is quite an artist with the elephant, rhino, giraffe, and monkey characters she would create for our enjoyment.
Virgilo--our waiter at the “Market” Buffet restaurant always ensured that we had our coffee cups and water glasses filled. He would also help us carry our food plates to our breakfast table. He made it a point to memorize our coffee “likes.” Quite impressive!
Nelson Bouchot--the resort Sommelier would stop by our dinner table at “Zen” or Ciao” to recommend a fine bottle of wine to complement our dinner selections, adding to the experience. “Pollo” and his assistant made our Ciao dinners memorable with their attentive service.
Leonardo--our waiter at Zen’s restaurant was very courteous and professional when serving us and accommodated any food and drink requests made.
There were always plenty of activities to do at the pool, in the Smash Bar, or at the nightly shows held at the outdoor amphitheater. Also, the 1½ hour massages at the salon were exceptional.
In addition to getting to know Amaury Gonzalez, the Front Desk Assistant Manager, he introduced us to his supervisor, Chrystian Rodriguez. Chrystian also displayed a very professional and welcoming demeanor. In getting to know both of these outstanding young men, we experienced how important we are as “Legendary Members” and even more significant as guests of the resort. We are confident that these gentlemen, along with the other resort staff, will always help make our future vacations at the Hard Rock Hotel Resort, Cancun, memorable, fun, and outstanding! Thank you!
- 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