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“People are great, the hotel could be better.” 3 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 #20 of 177 Hotels in Cancun
Denver, Colorado
1 review
1 helpful vote 1 helpful vote
“People are great, the hotel could be better.”
3 of 5 stars Reviewed January 14, 2014

I spent a rainy week at the Hard Rock Cancun From January 4th-11th 2014. The weather is something no one can control and was very uncommon for this time of year. The people working in the Hard Rock are great, very friendly and helpful. Mike is an awesome bartender who will not only serve you well poured drinks, but also show you some of his bar tending tricks. While I was there it was very rainy and windy almost every day, which lead to a lot of time spent at the bar. Make sure to look for Mike at the main indoor bar. He will treat you like a friend and get you your drinks quick. Mike is great at his job. Also Pilar at the front desk is very helpful and always nice. She made finding restaurants in town very easy.
The problem i have with the Hard Rock is more to do with the hotel and the recent changes made to the hotel points system. When you check in you receive a certain number of points to use towards the spa, dinners, day trips, etc. In the past at other palace resorts these points were completely free. In 2012 my girlfriend and I swam with dolphins, had a romantic dinner, and got massages and only paid a small service fee for the massages everything else was free. Although since becoming the Hard Rock these points now carry a 20% service fee for ALL activities and that does not include tipping. 20% is not terrible but the prices for each activity are marked up immensely to make the 20% you pay cover the price of the activity. For example a romantic dinner for two is marked up to $350 US so at 20% you end up paying $70, which is basically more than a nice dinner in town. This trip to the Hard Rock i cancelled all activities i scheduled after realizing what i would be required to pay at check out, and didnt end up using any points. This was a bummer because my girlfriend and i were excited to get some massages while on vacation. The Hard Rock Cancun has its ups and downs. The people who work there are great. The international corporate power that runs it... not so much.

  • Stayed January 2014, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 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, January 15, 2014
Dear Nick C, We appreciate and thank you for taking the time to share your travel experience with us. We are very concern with our guest satisfaction and sincerely apologize for any inconvenience you may have experienced during you stay. As you well stated, our Resort Credit promotion has grown and is still a great attraction for guests who book their holidays on our properties, due to this reason; it has evolved with new inclusions, extended booking periods and taking on a new name as LIMITLESS RESORT CREDIT. Because of this evolution, a service fee of 20% on services and products included in the Limitless Resort Credit promotion, will apply.
It is important to note that this nominal fee is intended to offset our various partners and support the staff that has joined the Limitless Resort Credit promotion like, tours, photography and beauty salon services. On the other hand, we can ensure continued investment in the development and enforcement to keep this promotion as strong as it has been. In the same way as a hotel booking rate includes taxes and gratuities in one price, the service fee on the Limitless Resort Credit allows us to cover the additional costs that are generated by our promotional offers.
We sincerely hope you visit us again soon to turn you into a raving fan of our brand! And let us know in advance and we will be more than happy to assist you with any question you may have about your Resort Credits.
Keep On Rocking!
LOVE ALL SERVE ALL
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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
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Cancun
1 review
2 of 5 stars Reviewed January 13, 2014

I bought the VIP membership thinking I would be treated better. I got there and was in a room overlooking a roof, not ocean view as promised. After MUCH nagging and complaining they moved me to a room right outside the elevator, Oceanside. I was told they were busy and full because of transfers from sister property. So much for VIP.

  • Stayed January 2014, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service

Review collected in partnership with Hard Rock Hotels & Casinos

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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, January 14, 2014
Dear Joan H. D, thank you for your bringing this matter to our attention; we appreciate you shared your experience with us as it give us the opportunity to address your concerns; we are committed to make our Members feel the royal service at our resort and we regret that you did not feel our special treatment on your recent visit.
I am sharing your concerns with our management to further review 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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Cancun
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed January 12, 2014

Just spent a week at the Hard Rock Cancun, had a great time with my family. it Rocked!!!! It was a fun and the we all enjoyed the great service and exceptional quality of the resort. Highly recommend!!

  • Stayed January 2014, 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

Review collected in partnership with Hard Rock Hotels & Casinos

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, January 13, 2014
Hi Jeanine G, thank you for the short & sweet review! We appreciate you recommend us to our readers and we hoe you come back again soon for another rock n´ roll vacation here at your stage: Hard Rock Hotel Cancun.
SAVE THE PLANET
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Los Angeles, California
1 review
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed January 12, 2014

So last week my family and another 2 families decided to stay at the Hard Rock hotel, Cancun.
I'm a member of the hotel and staying there at least twice a year. That time i had such a bad service that i will never go back, and every person I know who is planning his trip to Cancun will know about that.
We had an issue so we called the "manager" (Juan Miyamoto) to help us out. He came with a super super attitude and spoke to me like he is paying me money to stay there. He came in a bad mood probably and was so rude to me. He disrespect me and my family and didnt even try to resolve our problem.
NEVER GO BACK !!!!! WORST EXPERIENCE !!!

  • Stayed January 2014, traveled with family
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 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.
Émanuelle L, Customer Care Manager at Hard Rock Hotel Cancun, responded to this review, February 7, 2014
Hi Garry A! Thank you for your review as it let's us address your concerns. We are sorry to hear about the described event, which is very unusual as Mr Miyamoto is highly liked by the guests. Nevertheless, we do not take your dissatisfaction lightly and therefore passed on your comments to higher management. This is not the image we strive to portray and we are sorry we seemed to have missed our mark this time. Furthermore, I will send you a private message to assist you and give you the proper follow up.
-ALL IS ONE-
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Granby, Connecticut
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed January 11, 2014

Prior to travelling, I read the Tripadvisor reviews daily. Was a bit apprehensive as some of the reviews were less than positive. Well let me first say that some people just must feel the need to complain. We stayed for 5 nights, during some of the worst weather Cancun had seen for a long time. That said, we had a fabulous time, the food was excellent, service outstanding and would come back to the Hard Rock Cancun without hesitation. Our check in was seamless, resort credit explained quickly and easily, and we were in.
On occasions when we had to call for service, our needs were met immediately. Spa service is OUTSTANDING!!!!

  • Stayed January 2014, traveled with family
    • 4 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 4
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, January 13, 2014
Hello Shelley N, thank you for your great review, we appreciate great feedback, and even more from our rockers that are a little apprehensive before coming. We are thrilled to hear that regardless any hesitation, you came and lived firsthand the real Rock Star Experience only Hard Rock can give you. You are our true Rock Stars and we cannot wait to have you on stage again! We look forward for the next gig here at your favorite stage in Cancun!
Long Live Rock N´ Roll!
TAKE TIME TO BE KIND
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Cancun
1 review
4 of 5 stars Reviewed January 11, 2014

We had a week of rain and had sunshine for 6 hours the whole week. This caused us to eat more than normal and many of the outside eating options were not available due to the weather. Not really anybody's fault, just bad luck!

  • Stayed January 2014, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Hard Rock Hotels & Casinos

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, January 13, 2014
Hello Timothy Patrick R, thank you for sharing your experience with us. We are really sorry to hear that you had little sunny days and lots of rain during your stay. We truly would have loved to see you soaking up the sun laid on the white sand beach by the turquoise water of the Caribbean Sea. We sincerely want you to have the true Rock Star vacation of your dreams and we hope we can welcome you soon again to give you the time of your life! Practice your rock face and strum that air guitar!
SAVE THE PLANET
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San Francisco, California
1 review
5 helpful votes 5 helpful votes
1 of 5 stars Reviewed January 11, 2014

Horrible one week stay, DO BOT GO TO THE ROCKSPA they're rude and have no idea what they're doing. When it rains it pours! If it rains at hard rock you lose out on 80% of the experience. They close many of the good restaurants and they don't have good entertainment indoor to get you through bad weather, not even good in room movies you can order to make time pass. Bad ant problem in out room that took two days to get any help for and ants still didn't go away. Brought then back in my suitcase :-(

  • Stayed January 2014, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 2 of 5 stars Service

Review collected in partnership with Hard Rock Hotels & Casinos

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, January 13, 2014
Dear Megan S, Thanks for bringing your concerns to our attention; we regret to hear that you did not feel the outstanding service from our Spa team; we will pass on your comments to the Spa Manager for further review.
Hard Rock is all about music and fun, we have plenty of activities and fun stuff to do during rainy days, and the entertainment team is a great resource to find out the daily activities. We offer evening shows, live music, karaoke, dance club and much more. However we are passing your comments to our management to ensure rockin experiences every time. We sincerely hope you visit us again to change any negative impression and turn you into our raving fan!
Hang with the band and let´s rock!
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:
#13 Spa Hotel in Cancun
#18 Business Hotel in Cancun
#19 Luxury Hotel in Cancun
#19 Top resorts Hotel in Cancun
#20 On the Beach Hotel in Cancun
#22 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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