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“Thank You Hard Rock Hotel Cancun” 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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Special Price
35% OFF + $1,800 CREDIT
Ranked #19 of 177 Hotels in Cancun
London, United Kingdom
Reviewer
3 reviews 3 reviews
3 helpful votes 3 helpful votes
“Thank You Hard Rock Hotel Cancun”
5 of 5 stars Reviewed August 19, 2013

Our all inclusive holiday was amazing. Upon our arrival to the hotel Samy the bellboy was very pleasant and extremely funny, he made us feel very welcomed when he provided us with warm hand towels and flowers. Ely at reception was very kind to have upgraded us to a diamond suite and made arrangements with ease. The concierge were always at hand should we have any requests or concerns; which as a result made us feel very secure with our accommodation. Every day the service was great and each member of staff catered to our every need without a fuss. Our room was cleaned on a daily basis to perfection - thank you Isabela. Tomas in the Frida Restaurant was a true character, funny and helpful - he made our time at the pool a great experience. We were given great advice when booking our tours by Ivan from the vacation planning team, and visited the beautiful Xel-ha, swam with dolphins and also partied at CocoBongo (thank you Gaspar from the CocoBongo promo team). After an amazing evening we booked ourselves in for a well deserved deep tissue massage at The Rock Spa; Liza and Angelica worked wonders, the whole environment was calm and very relaxing. The Brazilian food in Ipanema was delicious, Mike really entertained us whilst carving our choice meat. Rene and Fernando were incredibly polite whilst we enjoyed some Tepanyaki food and were always available to recommend the best dishes and cocktails! Ezequias, Alfonzo (Poncho), Francisco, Charley and Alejandro at The Market Restaurant made us feel truly special. Every time we entered the restaurant they gave us 5 star treatment, they were so welcoming, funny, very knowledgable, and extremely efficient. Thank you so much guys! It is because of the great staff working at Hard Rock Hotel that my sister and I share wonderful memories of our holiday in Mexico; we will definitely recommend Hard Rock Hotel Cancun to those looking to visit the country - and we certainly hope to return again; it's an experience we'll never forget!

Room Tip: Choose an ocean view if you can, to watch the sun rise and set above the water is magnificent. You a...
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  • Stayed July 2013, 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 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, August 28, 2013
Hi Janine G, thanks you very much for sharing your experience with us, we appreciate your comments and we are happy to hear that you had an amazing time at our resort, we will pass on your words to those members of the staff who rocked your world! We also hope you and your sister come back again pretty soon and we will roll out the red carpet for you! Keep the Hard Rock memories!
TAKE TIME TO BE KIND
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3,060 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
Traveler tips help you choose the right room.   Room tips (671)
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Los Angeles, California
Senior Reviewer
10 reviews 10 reviews
7 hotel reviews
Reviews in 6 cities Reviews in 6 cities
7 helpful votes 7 helpful votes
3 of 5 stars Reviewed August 19, 2013

This hotel was converted from Cancun Palace to HR. Departing from family vacationers and trying to appeal to a younger crowd. However, despite the aesthetic change, it still does not feel a true HR. Service was okay. Being a member of Palace Premier, guest services, concierge and vacation planners were confused on how to deal with our existing benefits. It was very frustrating as we got a ran around from our guest room amenities to using our member benefits. Food wise, restaurants were slow and food was over seasoned most of the time. The servers though are hard working and friendly. Management seem to be nowhere to be found as I have some issues from our airport transfers, guest room amenities, waiting for an hour our entrée, booking our activities to their so called "Rock Spa" that is more of a day spa. Stayed in a Rock Star Suite. Room on the website looks way much better than the room. Experienced some problems in the room itself.
Facility is okay. Entertainment at night is well planned. Staff is great. I know our issues are probably part of the transition and conversion so we might try it again and hopefully get a better experience next time.

  • Stayed August 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 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 24, 2013
Hello BaldBrunette Thank you for sharing your thoughts with us. We appreciate our valued members’ feedback as it is the best way we have to keep the show rocking. We apologize for any inconvenience you may have experienced during your trip. We have shared your comments to our management and member services so we deliver the best, most up to date information regarding our member amenities and privileges. An please come back soon and let us know in advance so we can book your tours and activities in advance and give you the royal treatment! Thanks again and keep on rockin’!!
LOVE ALL SERVE ALL
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Meadville, Pennsylvania, United States
Senior Contributor
26 reviews 26 reviews
13 hotel reviews
Reviews in 16 cities Reviews in 16 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed August 19, 2013

After much discussion and research we chose Hard Rock Cancun for our Honeymoon. As a gay couple we were careful to select a resort where we would be comfortable with how the staff treated us. After traveling all over the world this was one of the most important trips we made. And the expensive investment in our wedding we looked forward to the Honeymoon. Furthermore, more importantly how we would fit in with the other guests. I am very pleased to say this trip was one of the best trips we have ever taken. Not only was the staff professional and welcoming we fit in well with the other guests. We are not a couple an openly affectionate couple. However, we did wear Marriage Equality and Pride Shirts throughout our trip. Many of the guests and staff complemented us. And of course the pink wristband shows you are Honeymooners.

Now about the resort we chose to book a Diamond Room and we were very happy with the accommodations. Not only was our room cleaned twice daily but the view was spectacular. Due to a short flight delay we were able to check in as soon as we got there. After check in we were immediately given instructions on the resort credit program. Which is an excellent program do not realize the value of this and complain about the program you’re foolish. The instructions were given from a group of individuals to the left of the front desk. Yes they wanted us to go to a group Breakfast and Tour. To talk about the time share program offered. Being that we were only staying 5 days and I am a Travel Agent. I quickly declined and walked away promptly. We wanted to get and get started.

We ate in all the restaurants with the exception of the Mexican Restaurant. The Italian Restaurant Ciao and the Asian restaurant Zen were top on our list. They were excellent. Zen is very hot and the Air Conditioning needs to be addressed. We would have eaten there again but it was just too warm. The only restaurant we were unhappy with was the Brazilian the food was dry. Maybe some people would be pleased but we didn’t find it enjoyable. However, we didn’t have a bad meal anywhere else. The food was plentiful even outside during the day. There are complaints about the buffet I see on here. I found this to be very nice and to serve as many people as the Hard Rock does. You have to use Buffet service. If your looking for table service in every meal. Then you need to find another all inclusive and I am not sure where you would go. We did eat at the buffet several times not getting the same thing twice. It was great the food was edible, tasty, enjoyable, and delicious.

I forgot my Blood Pressure Medicine and couldn’t tell you how helpful one of the Concierges was she was great. Consula (sp) she promptly helped me see the “in house” Doctor. Yes the hotel has an in house medical clinic. It was awesome and she helped me exchange money to make sure it was favorable for the purchase of my pills. In two hours I had my medicine and it was even after several calls she made to ensure I received the correct medicine.

Hard Rock your great you rock we will be back! And I will highly recommend your property. You made our special honeymoon so memorable. It will be special in our hearts.

Room Tip: Buy Diamond Book it ahead
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  • Stayed August 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 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
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 21, 2013
Hello Bob L, thank you for your awesome review and for choosing our resort to celebrate such an important event as is your honeymoon; we are thrilled to hear that it was spectacular and that you loved your amped up Deluxe Diamond Room, you really took it to the next level with the Concierge and honeymooners amenities! That is the Rock star treatment! Thanks for mentioning that Consuelo from the concierge team went the extra mile to make sure you were fine to continue your vacations rocking hard! We look forward to see you again and make of our resort your favorite stage for your next vacations! Strum that air guitar and rock the show!
ALL IS ONE
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Miami Beach, Florida
1 review
5 helpful votes 5 helpful votes
1 of 5 stars Reviewed August 19, 2013 via mobile

I got a room with the Jacuzzi that didn't work with the phone that didn't work. When I asked to be switched there were no other rooms I originally asked for one bed and got two beds with a one person Jacuzzi and there were two of us so needless to say we could not get in the Jacuzzi. I was there for a wedding and the bride was paying for us to get our hair done, of course they billed me the charge to my room and I wasn't going to ask the bride after the fact to pay for it. The drinks were terrible and the food was like the nastiest cruise food. For spending almost 500 for a night I should have at least got a phone and jacuzzi that worked. I left my sweater in the room and tried to get it five minutes after check out and they would not open the room for me to get my sweater. Everyone morning at 8 housekeeping would be making tons of noise outside and came into our room after we put the sign on to please not come in. This was overall terrible place.

  • Stayed August 2013
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 5
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 20, 2013
Dear Maria B, thank you for sharing your thoughts about your stay. We believe that communication with our rockers is the best way to improve and we are sorry that you had a not pleasant experience and we apologize for any inconvenience you may have experienced during your stay. We have taken corrective measures regarding the Jacuzzi and telephone so this does not occur in the future and so we would like to change any negative perception you may have towards our resort in a future visit, and we will give you the royal treatment so you become our raving fan!
Keep the Hard Rock memories!
TAKE TIME TO BE KIND
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Moore, Oklahoma
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed August 18, 2013

I would like to thank Mr.Nelson Bouchot for the class on wines very interesting. Mr Alfredo at the Mexican rest. excellent waiter. Mr. Felipe chef awesome cook and very attentive to ones needs. Rolando Pastor for always treating us like family while there year after year. Enrique Garcia the capitan and Mr. Cesar the waiter this crew goes above & beyond their job to make your stay enjoyable, worth coming back. also want to thank Mrs. Amuary & Rafa for their outsatanding service. This hotel has undergone alot of changes but its for the best. Oh almost forgot our dear friend Jimena Fosado for the nightly entertainment. will continue to visit this awesome place

Room Tip: never stay by elevators and put towels under your door for noise.
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  • Stayed August 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
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
Hello nena73160, thanks a lot for your comments about our staff they truly rock! We will pass on your words to each of them! We appreciate that you felt that every change in our resort have been for the good. We love hearing you will be back again, we will be ready to make your next vacations another awesome experience!
Keep the band together!
ALL IS ONE
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2 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed August 18, 2013

We were in Cancun from 6/30 - 7/7 with the family. We had a great time and met a lot of good people. The halls can be a bit noisy at night but you have to sacrifice a little bit to enjoy the party atmosphere of the Hard Rock.
The bartenders at the pool bar were awesome (Wilberth, Manny, David). Can't wait to go back!

  • Stayed July 2013
    • 4 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
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
Hello Flight363, thanks for the short & sweet review. We also can’t wait to have you back and serve you like a rock star!!
Keep on rockin’!
SAVE THE PLANET
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Martinsburg, West Virginia
2 reviews
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
Was this review helpful? Yes
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!
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 Business Hotel in Cancun
#18 Top resorts Hotel in Cancun
#18 Luxury 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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