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.........
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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.
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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
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.