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“Rockstar Experience at the Hard Rock 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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CINCO DE MY OH MY-40% OFF
Ranked #16 of 179 Hotels in Cancun
Toronto, ON
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
54 helpful votes 54 helpful votes
“Rockstar Experience at the Hard Rock Cancun”
5 of 5 stars Reviewed December 13, 2013

I had the pleasure of staying at the Hard Rock in Cancun this past thanksgiving weekend, and I can truly say that I felt like a rockstar when all was said and done.

First off, it really is the staff that are the true stars at this resort. From check-in, to the prompt and attentive beach servers, to the wait staff...you really are made to feel welcome.

The location is fantastic. Very easy to get to the main shopping and nightlife areas of Cancun.

And the beach and pool areas were both clean and as mentioned above, well serviced.
Our room was large and the jacuzzi was the perfect way to wind down after a long day of fun in the sun.

Food was quite good, with lots of variety. Our fav breakfast spot was the Zen Restaurant as it was less crowded than the main buffet. For dinner, Zen again was tops, and you have to check out the Brazillian Steakhouse, especially if you are a big meat eater (and they do a great fish dish if meat isn't your thing!)

All in all, it was an amazing trip and we can't wait to go back!!

  • Stayed October 2013, traveled with family
    • 5 of 5 stars Value
    • 4 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, December 16, 2013
Hello samsoulshack, thank you for the awesome review! We are thrilled that you had a blast in this thanksgiving weekend! it is great when our valued rockers get the rock star treatment and the service from our staff is top notch, we love hearing that you felt the true rock star experience! We are passing your nice comments about the service provided and your special thanks to our staff, they surely will appreciate it. We look forward to welcome you again and roll out the red carpet for you again in your next visit to your favorite spot stage: Hard Rock Hotel Cancun.
Keep on rocking!
ALL IS ONE
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3,792 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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English first
Squamish, British Columbia, Canada
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed December 12, 2013

When I walked into The Hard Rock Hotel Cancun, my initial thought was, wow, this place is fit for a queen, or Queen the band…or any glam rock band in that case, Def Leppard, Motley Crue, they would all fall in love with this hotel! It truly is fit for a rock star! Or someone who wants to be a rock star (me).
The high-end glam rock aspect of the Hard Rock Hotel Cancun is paired perfectly with an authentic Mexican feeling, the swaying palm trees in the evening breeze, the sound of rolling waves in the background (or was that the Rolling Stones…? It was probably both)
One of my favourite things about the Hard Rock Hotel Cancun was signing out a beautiful electric Fender guitar for my whole stay, now that’s “rock star!”
Are you reading this as a non guitar player and thinking…but what about the noise, will I have to file a noise complaint? All these amateur guitar players wailing on their Fenders, how will I sleep? Don’t worry, Hard Rock Hotel Cancun has you covered, not only has the Hard Rock thought of that already - they offer special individual head phones for the guitar players so they don’t disturb any guests, but also you’ll want to stay up late causing your own noise complaints and bringing out your inner rock star! Make sure to take advantage of all the Hard Rock Cancun has to offer, whether it’s their incredible restaurants (Zen Teppanyaki was my favourite) their delicious, endless mojitos, late night Jacuzzi tub soaks, 24-hour room service, their beautiful infinity pool on the beach and their gorgeous white sand beach set beside breathtaking turquoise water, the Hard Rock Hotel Cancun is sure to rock you!

  • Stayed December 2013, traveled on business
    • 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
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Alejandro M, Customer Service Manager at Hard Rock Hotel Cancun, responded to this review, December 13, 2013
Hello Chantal K, we are happy that you loved your stay and enjoyed our unique memorabilia, special amenities and privileges; only our rock stars can live the lifestyle of a real rock n’ roll star! Thanks for recommending the experience to our readers and we will be waiting for you to come back and roll out the red carpet in your next visit to your main stage: Hard Rock Hotel Cancun. Live large!
ALL IS ONE
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St Helens, United Kingdom
Senior Contributor
29 reviews 29 reviews
10 hotel reviews
Reviews in 10 cities Reviews in 10 cities
27 helpful votes 27 helpful votes
1 of 5 stars Reviewed December 12, 2013

I feel that I must review this hotel purely for the trips and activities booking department which is a disgrace.

We we're staying at another hotel in Plays Mujeres (a 40 minute drive away) and visited the Hard Rock as we wanted to see what it was like to book a holiday in the future.

We enquired and booked a golf afternoon with the team at Hard Rock and a couple of days before we were due to play, I injured my shoulder. Our concierge at our hotel contacted the golf course to cancel the booking and they were happy to do so as they hadnt received the money anyway.

When we contacted the Hard Rock, they said that we had to go back to the hotel to complete the refund, which would be an 80 minute round trip costing £50 in taxi fares. As we were due to fly back to the UK, we couldnt commit the time or the mobey so we emailed them explaining this.

3 weeks on and we still have had no refund, just emails saying, "you have to come to the hotel to get your money".

As a result, we wont be booking our holiday with them next year and we will boycott all Hard Rock hoteks, bars & restaurants in the future.

This was our only bad experience while in Mexico.

Stayed November 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, December 13, 2013
Dear Phil_McMurray, thank you for bringing this matter to our attention, as it gives us the opportunity to address your concerns. We regret to hear that you had such an unfortunate accident during your vacation and we hope your shoulder is now better, however we stress to hear that you left with such a bad feeling about our brand, we would like to regain your preference as we really want you to feel what true rock star experience is all about in a future visit. I am sending you a pm to properly follow up with you. Thanks again for your comments and we are confident that our rock star customer service will turn you into a raving fan of the Hard Rock Hotel Cancun.
Expect the unexpected!
LOVE ALL SERVE ALL
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CORONA
Contributor
12 reviews 12 reviews
7 hotel reviews
Reviews in 8 cities Reviews in 8 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed December 11, 2013

We are the member of Cancun Palace resort and this is the first time we stay in new renovated Hard Rock Hotel.
The lobby become more modern and rooms were very nice.We had little "hick up" when were assign our room , but then with help Sally( person who meet you just when you step in to hotel) She was very understanding and accommodation.
The stuff was very good and nice.
The beach and pool area were very clean and good kept .Food was good, but as I remember several years ago, much better. We stayed one week and had very good time

  • Stayed November 2013, traveled as a couple
    • 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
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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, December 12, 2013
Dear hatikvah48, thank you for sharing your experience with us, we are thrilled to hear that you loved our style and improved facilities, with the great quality that characterize us. Here in Hard Rock hotel Cancun hope we can welcome you again soon to give you the rock star treatment our members are accustomed to.
Keep the good times rolling!
LOVE ALL SERVE ALL
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Miami, Florida
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed December 11, 2013

I have to give a huge shout out for my continuous WOW experience while at the Hard Rock Cancun. There were so many incredible people who work there and work hard, but make you feel like a rock star. I only got a fraction of names; One of the head chefs - Neftali Palma Aguilar- whom I met before dining at outstanding Mexican restaurant Frida. He also made the best tacos. Santiago and Charly at the Ciao Restaurant for breakfast (photos included) who couldn't do enough for me and always greeted with such a genuine hello and good byes. Jaime, the wonderful, smiling, hardworking bar tender at Smash Bar who was so eager to please. Carolina Greene who took such wonderful care to serve at the Smash Bar. I will miss these people and more and cannot wait to go back. It was such a beautiful memorable experience. Well done, Hard Rock. Your food is outstanding as well.

  • Stayed December 2013, traveled on business
    • 5 of 5 stars Value
    • 5 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 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, December 12, 2013
Wow, thank you very much for such a wonderful and kind review Susiebbusy! We are so pleased to hear that your vacation so far is amazing and you have nothing but great comments about our service and the staff, especially Neftali Palma we will let them all know you thought they are awesome.
We are happy to know the staff´s hard work pays off with great comments like yours. Please keep on rocking because we are your fans and we are here to make your vacation a rock n´ roll fantasy.
ALL IS ONE.
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San Diego, California
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed December 10, 2013

I am enjoying a great week at the Hard Rock Cancun. The food is really exceptional--breakfast, lunch and dinner--especially the bbq lunch on the patio--grilled MahiMahi is yummy! The staff here are very attentive and friendly. The beach is beautiful! Try the lavendar pillows. They are a nice treat. All in all, we've had a great stay.

Room Tip: Ask for a room on the opposite side of the theater -- the nightly concerts are loud.
See more room tips
  • Stayed December 2013, traveled with friends
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 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, December 16, 2013
Hi Laura H, thank you for your short & sweet review. We are delighted that you are enjoying the rock star lifestyle! The luxurious room amenities like the pillow menu are a must and what to say about the grilled MahiMahi, to die for and that’s how to rock! Thanks again for your comments and keep on rocking!
SAVE THE PLANET
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Cancun
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed December 10, 2013

My family and i went for my brother in law's 50th birthday. It was my first time in Cancun. We were very impressed with the city, especially it's cleanliness, but most of all THE HARD ROCK hotel. The rooms were clean and modern. The staff was always friendly. The beach area was comfortable and the service was great. I was especially impressed with the waiters. They were very hard workers and always were willing to make our eating experience the best possible. I recommend anyone travelling to Cancun to stay at this hotel

  • Stayed December 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Hard Rock Hotels & Casinos

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, December 13, 2013
Hello bebabianca, Wow! Thanks for the awesome review. We love to hear when our rockers have a blast celebrating their birthday living the ultimate rock star experience! We are thrilled to hear that you liked the memorabilia across the hotel and found your room at the height of any rock star. And since this was your first time in Cancun, all we can say is: Welcome to the jungle!! Thanks for recommending us and we hope you come back soon so we can make of your next vacations a double platinum hit only here at Hard Rock Hotel Cancun.
Keep the Hard Rock memories!
ALL IS ONE.
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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 Luxury Hotel in Cancun
#16 On the Beach 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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