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“Beautiful Beach!” 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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35% OFF + $1,800 CREDIT
Ranked #19 of 177 Hotels in Cancun
Martinsburg, West Virginia
2 reviews
“Beautiful Beach!”
5 of 5 stars Reviewed August 18, 2013

Our travel to Cancun Hard Rock was great! We are currently palace members and ungraded with Miguel Becerra. He was so helpful in our decision to purchase additional membership to the Hard Rock side. If you ever want to become a member or learn more about your membership, we strongly recommend you contact him for future upgrades.

This is our second time visiting the Cancun Hard Rock. We had a great time! Although, if you plan on visiting the resort during the summer months and are looking for more of a couple’s atmosphere, you may want to visit one of the other resorts. Great family resort if you have small children. We love the beach and we had great service by Maldonado, Hope and Klaudia. Highly recommend you ask for them! Over all the service was great, food average, resort and beach are beautiful!

Jeff & Brenda - WV

  • Stayed August 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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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, August 21, 2013
Greetings from your friends at Hard Rock justinwvu21, thank you for sharing your experience with us. We are so happy that you upgraded your membership and found Miguel’s service very helpful to become Legendary Members, congratulations! We look forward to welcome you like royalty and spoil you rotten! Live large!
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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
Traveler tips help you choose the right room.   Room tips (663)
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Glen Cove, New York, United States
Contributor
12 reviews 12 reviews
9 hotel reviews
Reviews in 11 cities Reviews in 11 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed August 18, 2013

We got the family suite, it was not a suite, just two ajoining rooms. The Xbox had very limited games available and the movies available were also limited. I wish I had know this and I would have gotten two rooms on the ocean side. We did not spend much time in the room, so it did work out fine. The food was really great but the availability in the buffet was limited. Twice we had to use take out containers in order to eat a meal. They need much better seating for the buffet. The three speciality resturants were wonderful, but since they take no reservations, you had to get there early or risk waiting until late to eat. The rooms were clean and the property was well maintained. Be aware of the resort credit...you must book as soon as you arrive or you will get locked out of spa treatments or excursions. We went to chitcen itza..a very long trip, but if you have never seen it, it is worth the trip. The spa was lovely and service was, for the most part excellent.
Unfortunately, the noise level was fairly high in the rooms, so sleeping late was not an option.

Room Tip: Get an ocean view higher than the fourth floor, don't bother with the family suite...
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  • Stayed August 2013, traveled with family
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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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, August 21, 2013
Hi there Amy F, thank you for your review; we appreciate your comments, we have shared your feedback with our team to amp up the experience in our Family Suites. We are pleased that you hd an overall very good vacation at our resort, we hope you visit us again in your next vacations and enjoy of the amazing ocean views at our Deluxe rooms. Se you soon at the Hard Rock Hotel Cancun.
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Charlotte, North Carolina
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed August 17, 2013

We (Greg & Trish) would like to thank everyone we came in contact with at Hard Rock Cancun for an experience of a lifetime! We were blown away by the service, food and upgrades since the transition. The decor creates a whole new experience and is full if excitement and fun. The staff are inviting and incredibly helpful, almost anticipating your needs. Taynia Mateos, Christian Rodriguez, Liz Sierra and Angel Santiago created an instant comfort level upon our arrival and showed us the ropes. They made some very special moments for us during the week and really pulled out all the stops for Greg's 45th birthday! Jacob Espejel, Leonardo Trejo and Carlos(Charly-Butler) made the week even more pleasurable. Jacob and Charly made sure we were aware of what events were going on, kept us on task and kept an eye out for our 15 year old as she cruised the resort. They were so eager to help and so attentive. Leonardo was awesome at the pool! He kept the drinks flowing and sunshine out the whole week!! Klau Andrade kept us in check as well! YEAH! It was wonderful! We had the pleasure of also meeting Carolina, Rodrigo and Joaquin - love them! Their passion and love for HR shines brightly. It was an honor to meet them and put a face with a name. Edwin(Spa/Planner) was very helpful in planning our events for the week. He made sure everything was scheduled properly. Sylvia (Spa) was a delight. She was happy and fun, making the experience even better. Alor(bartender) makes WOOHOO drinks! Ask him for a sweettart when you are there!
The resort was very clean! I worked out a few days and found the fitness center to be clean and well stocked with equipment. There were a lot of people, but it didn't feel crowded. There were more than enough food locations during the lunch hour and the food was very good. The Mexican Restaurant(Frida) was INCREDIBLE!! Nelson from the Italian Restaurant knows his WINES! That was the evening I had a little too much. He can pair perfectly!
We really enjoyed the energy of the resort. The staff were constantly getting the guest involved and creating a personal experience for everyone. There was always something fun happening. Dancing, balloon fights,volleyball, shaving cream and on and on. It was fun to just watch. Clemente spread joy around the pool for the little kids with ice cream and Wendy made terrific pizzas!!
The evening entertainment was TOP NOTCH!! We saw some of the most amazing shows. This was our 14th trip to Mexico and the shows were the absolute BEST we have seen so far. Our daughter couldn't wait for the show each night.
We did the jungle tour with the snorkeling. That was SUPER fun!
We really enjoyed the entire trip. We had a few other highlights! We got to meet Miguel and Jen - wonderful couple and a wealth of knowledge! They made us feel like more than a guest.
The sea turtle were nesting and we got to see three turtles lay their eggs in one evening. Just a breath taking experience. The beach is amazing at HR Cancun and the turtles added to the beauty.
We want to thank everyone for making our vacation wonderful and for treating us like ROCK STARS! The last person we want to thank is Roberto Chapur. We got to meet him the very last day and were honored. His vision, love, energy and commitment to the guest shown in every member of HR Cancun. Thank you Mr. Chapur for treating us like family. We cannot wait to return! Cheers! Greg & Trish Thompson

  • 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 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alex F, Director de Relaciones con Clientes at Hard Rock Hotel Cancun, responded to this review, August 23, 2013
Greetings from your friends at Hard Rock Hotel Cancun trishandgreg, we want to thank you very much for your touching comments, we are thrilled to hear that you had a blast and got to know many of us during this trip and that our crew members made you all feel special and we will make sure to pass on the acknowledgements to our many star co-workers you mentioned that rocked your world!

We can’t wait to welcome you all back! You are our true rock stars and we are your loyal fans, ready to do everything to make of your vacations a true rock n’ roll fantasy! This can only be possible with you here at the main stage in Cancun: Hard Rock Hotel Cancun! And we say: For those about to rock, we salute you!!!

ALL IS ONE
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Kenilworth, New Jersey
1 review
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed August 17, 2013

We are Palace Premier members so we can enjoy both Hardrock and Palace properties. We figured let's try the Hardrock because we really enjoyed the Cancun Palce which was the previous name of the Hardrock.. We really enjoyed the Cancun Palce but not so much the Hardrock. Things have changed, the staff is very friendly and helpful but the food end has declined. All the restuarants were hard to get into even though they all had empty tables they still had 20-40 minute waits. They say there are no reservations but we think for certain people there are. The Italian restaurant Ciao, was horrible. We could never get into the new rodizio place. Zen was the best but the air conditioner apparantly doesn't work in there, so be prepared to have sweat dripping from your head.
At the pool we took pictures with a monkey which they really really try to over charge immensely on the price of the pictures and you can't use your points. Well we both got sick 24 hours later from the monkey. Yes the monkey. We both, at the same time, the next day, had throat infections. We had to pay the Doctor $35 each to write us a prescription to get anti-biotics which you can buy at the airport without a prescription.
The pool activitiy people are incredible and Karen and Carolina at the pool were fantastic with their service.
The hotel was way overcrowded, way too many people in the pool, I am almost sure that many people were relieving themselves in there. They closed their other hotel in the Riviera Maya and put people here. It was too overcrowded. Kids 12 and under are free so like I said not a place for couples at all, unless you like overcrowded, overheated, drunk people, piss warm pool and average food then this is the place for you.
When we arrived of course your room is never ready and now your sucked in to doing an update on your membership which Errnesto lied to us about what we were going to get for free. We got Xcaret tickets( which by the way is nothing like they explain it is...not a must see unless you are spanish ) which we had to upgrade for food and snorkel equipment which cost us another $70 at the park. I don't mind paying for stuff but don't lie about what you are getting. We were suppose to get the jungle tour but at the end they were using our points and charging us money, that is not free and on top of that we were suppose to get something for pictures which was totally lost in translation somewhere. Ernesto at check in = LIAR
When we got our room they had just repaired the air and painted it so paint was dripping down on the floor and the air was not working so when the luggage guy came up we saw it and calle ddownstairs and we received another room with no problems that a king bed that we asked for in the begining and they said was not available but now was. The maintenance guy lied about repairing and fixing the air, he was right outside the room when we got there, again liars.....
Santosti a waiter in the buffet, best waiter in the whole place!!!!
They would not let me use my points to upgrade my room. I use to be a VIP before the brothers split and Hardrock and Palace split and before they had all this vip, legendary and whatever else titles they have. Splitting people up, just like lifestyles in the Domimican. It's horrible, it's called showing off, it's trying to tell people I spent more money so I don't have to sit by you.....total segregation, it is not right.
Last but not least we went down to the Sun Palace our last night there for diner and what a difference. Couples only, fantastic but the food was amazing just like Cancun Palace use to be....I guess it's just Palace Resorts for our family from now on.........

  • Stayed August 2013, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 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, August 22, 2013
Dear Gail R, thank you for taking the time to send us your comments and observations about our resort. Feedback is very important to us as it helps us know how the show is running. Please accept our sincere apologies for any inconvenience you may have experienced during your stay; this is certainly not the Rock Star treatment our valued Members expect while they are on stage. We always try to provide a fun relaxing getaway to our members, we are sorry if you felt that there were many staff members around, we are trying to cover every guest needs by having more staff ready to please our valued rockers; even though we do everything in our power to ensure great service, we are sorry that we missed our mark this time. Rest assured we have shared your comments with our management to ensure we deliver royal service to our members.
Let us take care of you in your next visit to Hard Rock Hotel Cancun and give you the VIP service our rock stars deserve.
ALL IS ONE
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White Plains, New York
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed August 16, 2013 via mobile

Stayed at the Hard Rock for 6 nights (8/11-8/17)....I expected more!!! Here are a few cons about this hotel:
-hallways are very loud!!! Gets annoying!!!
-there are water leaks everywhere!!
-food is alright.....not enough restaurants
-for a family room they should have more drawer space
-shops aren't good....was very disappointed
-nothing to do at night....


The pros:
-staff is great!! Friendly and always so accommodating!! We were a group of 12 people and the staff everywhere was always willing to do whatever to make us happy!
-rooms are clean and have good shower pressure
-entertainment staff is amazing!!!
-drinks are great!
-beach and pools are beautiful!
-free wifi all over the hotel

  • Stayed August 2013
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Rooms
    • 4 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, August 22, 2013
Hello Dominique B, we appreciate you shared your thoughts with us, we are happy that you enjoyed your room, the nightly entertainment and the great service from our staff! we hope many readers find your comments helpful to choose our resort for their upcoming vacations in Cancun. Keep on rocking!
LOVE ALL SERVE ALL
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1 review
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed August 16, 2013 via mobile

This was our first trip to Cancun and our family of 4 had a great experience at the Hard Rock.The resort had plenty to offer. We enjoyed all of the pool activities and the recreation staff were fun and engaging. Asa, one of the staff members, even got my shy 14 yr old son to participate in some of the activities such as aqua volleyball, beach volleyball, horse shoes, and aqua aerobics. The pool swim up bar was also a favorite. Staff members Louis and Angel made the best drinks and were always very accommodating. Tip...ask for top shelf alcohol. Otherwise your drinks are mixed with house liquor. The resort had plenty of food to offer. Each day we ate at the International buffet and for lunch we ate at one of the 4 to 5 food stations that were set up around the pool. However, after day 3, the food started tasting the same or maybe I just gravitated to the same foods. The one stand out dish I had was the seafood risotto at Ciao. It was so good! Our favorite restaurant was the Brazilian steakhouse, Ipanema. This was mainly because our daughter ,who has Celiac disease (gluten intolerance) ,had the most options to chose from. Furthermore, if anyone has a food allergy, go to the concierge and they will print you out a card to use in the restaurants. The waiter will then speak to the chef who will then offer an accommodation. In the US we are accustomed to having a gluten free menu option so at first this process was a little awkward, however we appreciated the concern and the attentiveness of the staff. We had resort credits to use so we booked the tour of Chitzen Itza. It's an all day affair but certainly worth the trip. Do not let another travel service like Olympus try to talk you out of using your resort credits and booking with them. We almost fell for it but luckily we stuck with the tour we booked with the resort credits. IT IS THE SAME TOUR but you will spend $119/person! We also used our credits for the snorkeling @ Aqua world. This was a great experience. With all things considered, I would recommend this resort and I would definitely visit again.

Stayed August 2013, traveled with family
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, August 22, 2013
Hello Cristi E , thanks for the excellent review we appreciate it! We are thrilled to hear that your family enjoyed your first trip to Cancun and loved our resort. Its great hearing that your son had a good time with the entertainment team and you al found something at the restaurants to choose from. Really our Vacation Planners team loved to help you to take advantage of your resort credits for tours, activities, excursions and much more! We look forward to welcome you in your next visit to your favorite spot: Hard Rock Hotel Cancun. Practice your rock face!
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1 review
6 helpful votes 6 helpful votes
1 of 5 stars Reviewed August 16, 2013

We booked this hotel for our honeymoon and our friends were getting married at the Hard Rock. We checked in at 10 AM as honeymooners but were not allowed to get your room until three. We went to the pool and waited until around 3:30 to get our room keys. We were put on the back of the resort facing the theatre instead of a beach front room which we were told we were getting. All the other couples that came on the trip got ocean front views even though they were not honeymooners. Went to the front desk and they told us its first come first serve...we checked in at 10 AM the other couples checked in around 3 PM. They didn't care and told us that there wouldn't be anymore available. Room service is AWFUL I ordered an omelette and it was just egg with nothing inside, we tried several times and nothing was ever good. The market buffet is disgusting we tried to eat there twice and everytime it stunk inside and tasted even worse. There are very few options for lunch the ONLY thing we ever liked was the brick oven pizza cooked out by the pool. The brazilian steakhouse was ok but you have to catch them on a good night. Italian place had great lasagna. Zen was ok but nothing special. Housekeeping didn't clean our room for three days they said we had the do not disturb sign on but we didn't. None of the drinks are cold that you recieve except the ones you keep in your fridge. The resort credits are a JOKE!!!!! You get charged 11%each time you use them, you only get so much to the spa, most of the excursions are booked already.. It's not even worth it!!! The hallways are LOUD you can hear everything!!!!! I mean everything!!!! You won't get much sleep if you are a light sleeper. The only great thing about this place was Gonzolo at the bar and the beautiful ocean! I would never stay at this resort again.

Stayed August 2013, traveled as a couple
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, August 24, 2013
Dear Katelyn S, thank you for taking the time to send us your comments and observations about our resort. Feedback is very important to us as it helps us know how the show is running. Please accept our sincere apologies for any inconvenience you may have experienced during your stay. Regarding your omelette the room service menu has several options: plain, vegetarian or ham & cheese also egg white omelette, just order according to the options and you will find that the always convenient 24 hrs all inclusive Room Service rocks! And concerning your room, if you desire to have it cleaned every day, be sure to turn the green light on from the inside so the housekeeping do their magic.
Sometimes during high season many of our rockers make their reservations prior to their arrival to save time during their vacations and that is why we encourage our guests to book their activities in advance through our Vacation Planners and telemarketing teams, they will be happy to help you out making your reservations for the spa, golf, beauty salon, special dinners, tequila and wine tastings, tours, activities and excursions. We hope you come back soon and let us take good care of you to make of your next visit a true rock star fantasy! Contact us in advance and we will give you the royal treatment! Let’s rock the show!
TAKE TIME TO BE KIND
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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:
#13 Spa Hotel in Cancun
#18 Luxury Hotel in Cancun
#18 Top resorts Hotel in Cancun
#18 Business Hotel in Cancun
#19 On the Beach Hotel in Cancun
#22 Romantic Hotel in Cancun
#22 Family 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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