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“Wish We Didn't Wait 20 Years To Go” 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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CINCO DE MY OH MY-40% OFF
Ranked #16 of 179 Hotels in Cancun
1 review
1 helpful vote 1 helpful vote
“Wish We Didn't Wait 20 Years To Go”
5 of 5 stars Reviewed July 21, 2013

We Used GoldKey Travel Of Novi, MI To Book Our Trip And They Told Us That We Would Love It. They Were Right We Did From The Moment We Arrived. The Staff, Hotel, Food Were Awesome. This Was The First Time We Have Ever Done Anything Like This And Were Very Happy With Our Choice. Just Before Our Trip My Friends Told Me About Trip Advisor To See What People Were Saying. So Yes I Checked It And Was Very Scared About What We Got OuRselves Into. But My Friend Told Me Just To Be Prepared For Anything And ToTake Our Own Medicines With Us InCase We Get Sick. But We Didn't Have A Problem. Matter Of Fact We Got Home Yesterday And Already Planning Our Next Trip. We Suggest You To Go To This Hotel And You Will Enjoy It Totally.

  • Stayed July 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 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, July 30, 2013
Hello jcsalsa, thank you for your review, we are very pleased to hear that you had a blast with us and already planning your next trip! Thanks again for recommending us and now let us take care of you and spoil you rotten in your next visit to your favorite stage: Hard Rock Hotel Cancun.
Expect the unexpected!
ALL IS ONE
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3,787 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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Bellmore, New York
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed July 21, 2013

We recently returned from our fabulous trip to Cancun where we were lucky enough to stay at the Hard Rock!! I traveled with my family along with 2 of my neighbors and their families as well. All together we had a group of 6 adults and 6 kids ranging in age from 5-10. I can't say enough good things about the hotel and the amenities.

1. Checking in - First upon arrival we were greeted with a flower for each of us and a nice cool towel to wash up with. As we walked in to check in to the hotel, we were given juice. Our rooms were ready right away and while we had requested rooms close together it could not be accommodated. Of course we understood that the hotel was booked up, that is what happens when you travel during summer vacation.

2. Kids club - Since we had so many kids with us, we were eager to find the kids club and we were not disappointed. They had plenty of activities to keep the kids busy along with their own pool area with slides. While our kids didn't spend the entire day there, it was nice to be able to drop them off for an hour or two so the adults could relax. We were nervous that the older kids would get bored, but they asked to go there!

3. Pool area - the pool area is somewhat crowded, but again what do you expect in July? However, it was not as crowded as we expected. There was plenty of room and the there was a big enough shallow area for kids that were not good swimmers. We definitely had to get up early to get our chairs but that worked well for us anyway.

4. Rooms - our room was really great and clean with an amazing ocean view. It was cleaned daily, sometimes twice a day. We were given fresh towels upon request and many times the staff knocked on the door to change them out.

5. Food - 2 of the kids in our group have some serious food allergies and we had absolutely no problem with feeding them. We absolutely LOVED the food in the buffet. The fish and chicken were made to order along with the omelettes, waffles and pancakes during breakfast time. The area was clean and I noticed that if the food had been out for a little too long it was changed out even if there was still some left in the tray. The Asian restaurant Zen has a hibachi and our chef was so much fun. The Mexican restaurant had the best margaritas! Be sure to try the tamarind margarita, it is amazing! The Italian restaurant's food was great as well as was the pizza by the pool. While others have said the food was just ok, I really don't know what they expect. This was an all inclusive place where they really catered to everyone's needs.

6. Staff - 99 percent of the staff went out of their way for us! The only complaint of our entire trip would be the hostess at Ciao, the Italian restaurant. Her name was Sandy and she was extremely rude about our table. She wouldn't seat us until everyone was there and when my friend stepped out to get everyone (she was gone for 1 minute) she gave our table away! However, I can't stress enough how much the rest of the staff made up for her behavior! Especially Noe! We were apologized to profusely and he went out of his way to be hospitable, bringing us a nice bottle of wine along with special food items that were prepared just for us. He really went above and beyond with making it up to us. As I said previously the rest of the staff was amazing, they always had a smile on their face and got us anything we asked for.

There are so many other great things about the hotel, the spa, the nighttime shows, etc. I can't fit them all in! So again a shout out to NOE for all he did for us. As well as Kikass (yes that is her name) and the entire entertainment staff, we had a great time and did not want to leave!

  • Stayed July 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
    • 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, July 30, 2013
Wow, thank you very much for such a wonderful and detailed review npartap! We are so pleased to hear that your vacations were amazing and you have nothing but great comments about our staff’s service and the hotel amenities; nothing rocks our world more than hearing you enjoyed every moment in our resort from the check-in to the rooms, from the pools to the beach, and from the food at our restaurants to the staff service, thanks for your nice comments, we will let them know you thought they are awesome, especially to Noe, we know he will appreciate it.
We are happy to know the staff´s hard work pays off with great comments like yours. We can’t wait to welcome you all back you are our true rock stars and we are your fans, ready to do everything to make of your vacations a rock n’ roll fantasy!
Expect the unexpected!
TAKE TIME TO BE KIND
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Fort Smith, Arkansas
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed July 21, 2013

We had a wonderful time our first time there a year ago. However, this year's experience surpassed every expectation we had coming in. It was a great pleasure to see familiar faces that recognized us as we arrived. Mayo, one of our favorite staff members from a year ago immediately recognized us and came to say hello. There is no question everyone tries very hard to accommodate everyone's needs and to make sure they get you what you need and what you want, as long as it is within their reach. As a result of the initial welcome, we upgraded our membership which turned out to be a lot of fun and allowed us to enjoy our vacation even more. Throughout the week we had wonderful Butlers Paulina, Jacob,Charly, Aquilles, Liz, Lucero, Deissy, Leo, and JJ who organized, scheduled, and reserved most of our hotel activities. Reserved spot on the pool, reserved cabana on the beach, dinner reservations, entertainment reserved seating all set up by them. Leonardo made sure we had our beverages and food fresh throughout the day around the pool, so we would just relax and just be with the family. Dinner time was such a pleasure. We truly enjoyed being able to join Chef Felipe and Hotel Sommelier Nelson for dinner at the Chef's kitchen. The food was fantastic, as we enjoyed regional specialties and menus prepared just for our enjoyment and paired with some of the wines available at the hotel. We had the opportunity to do this twice! Taynia, the hotel's PR person joined us both nights so it gave us the opportunity to meet and get to know people who are originally from the area and who take such pride in their heritage, work, and their hotel. We enjoyed dinner at least once in each restaurant and there is no question that there is food available to suit everyone's palate.

  • Stayed July 2013, traveled with family
    • 4 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, July 30, 2013
Thank you very much for sharing your experience with us J V, we appreciate your comments on our staff service and we love to hear that you had such a great time that even upgraded your membership; that is very encouraging and we will ensure to pass on your words to our staff to let them know they rocked your world! And especially to the staff you kindly mentioned, they rock! We hope we can welcome you soon to roll out the red carpet and give you the royal treatment!
You are true rock stars!
TAKE TIME TO BE KIND
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Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed July 20, 2013

Our family of six can't say enough about the great service, food, and amenities we experienced at this hotel. We had a tremendous time! Only complaint was the lengthy time it took to have our luggage delivered to our room upon arrival- over two hours!! Also our keys kept failing, so we constantly needed new ones reprogrammed. Other than that, we had a stellar time. We'd come back for another visit. In fact, we miss it already!

  • Stayed July 2013
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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, July 24, 2013
Hi there VacationLover1972, thank you for the short & sweet review. It is encouraging to see this type of comments we appreciate it, we are thrilled to hear that the whole family had a tremendous time and loved your vacations at our resort. We can’t wait to roll out the red carpet for you in your next visit. Keep the band together!
TAKE TIME TO BE KIND
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Bangor, United Kingdom
Senior Reviewer
10 reviews 10 reviews
6 hotel reviews
Reviews in 8 cities Reviews in 8 cities
12 helpful votes 12 helpful votes
4 of 5 stars Reviewed July 20, 2013

My wife and i stayed here for 11 days in july 2013.
After a long flight to be greeted at the taxi with a damp cold towel was a godsend.
The room was very good and kept very clean by the maid.
The food in the buffet restaurant would suit every nationality as there is so much choice.
Zen (japanese) was our favourite place too eat followed by Caio (italian).
the mexican and the brazilian we where not fussed on.
Entertainment was too short every night 9-10pm.I think more should be put on as there is nothing to do only sit in the bar afterwards.
i brought Pesos as i was going to mexico but alls u need is american dollars as everything is priced by that
Service thru out the hotel is second to none by the staff.
Charly down at the beach was very helpful as was DARIO and HARRY in the buffet restaurant. These 2 are a credit to your hotel. They couldn't do enough for us.
All in all an enjoyable holiday. Would i go back? Yes if i was to make the long journey again but i think hotels in the med would offer the same facilities which is closer to me and therefore cheaper.
More entertainment needed in the evening Hard Rock!!!!!!
I would recommend this hotel if any one was to go to Cancun

  • Stayed July 2013, traveled as a couple
    • 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
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Custometr Service Manager at Hard Rock Hotel Cancun, responded to this review, July 24, 2013
Thanks for your review desi1966, we know that after a long flight arriving to the hot Caribbean weather, a cold fresh towel is greatly appreciated by our rock stars! We are pleased to hear that you loved your room and the culinary experience at our restaurants. Thanks for the feedback we are sharing your comments with our entertainment team for further review. Thanks again for recommending us and we hope we can see you again here at the Hard Rock Hotel Cancun.
TAKE TIME TO BE KIND
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1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed July 18, 2013 via mobile

Beautiful people offering beautiful service...Special thanks to Yeni, Karla, Denise, and Noe who always greeted my group of 25+ with a smile and great service. Also, the management team is very attentive and were extremely responsive to our needs. Thank you Amaury and Liz for your commitment to excellent customer service.

  • Stayed July 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 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, July 24, 2013
Greetings PastorT3! Thank you for the short & sweet review. Makes us really happy hearing that your group of 25+ rockers had an awesome vacation and felt the rock star treatment, really, our crew’s service is the best, they bend over backwards to make of your stay the best ever! We hope we can see you again soon. Hang with the band.
SAVE THE PLANET
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1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed July 18, 2013

Best holiday I have ever been on the hotel was beautiful the staff were lovely they were always willing to help you out they were very friendly and were there when you needed them. The restaurant and food was amazing value for money. The hotel was always clean. You felt like you were heaven you were defiantly treated nicely. The room were always clean and were beautiful but the walls are a little thin so sometimes it was a bit noisy. But the views were great and it was very modern. Only downside was my expensive headphones were stolen from the bar area and I was speaking to others who said they had cameras stolen to so be aware and make sure you don't leave anything lying about :(

  • Stayed July 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 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, July 24, 2013
Hi Emmamairx, thank you for your review. We appreciate you shared your experience with us and makes us really happy to hear that you felt in heaven and loved the food at our restaurants the astonishing views and mostly the smashing service from the staff. Regarding your comments we are reinforcing our security procedures to make sure your rocking vacations go smoothly and no missing items spoil your rock n roll fantasy vacations. nevertheless we are thrilled to know that your overall vacations were awesome and we look forward to welcome you again pretty soon. Let’s rock!
SAVE THE PLANET
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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:
#4 Spa Hotel in Cancun
#15 Top resorts Hotel in Cancun
#16 On the Beach Hotel in Cancun
#16 Luxury Hotel in Cancun
#18 Business Hotel in Cancun
#21 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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