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“Excellent Place to Stay-” 5 of 5 bubbles
Review of Hard Rock Hotel Cancun

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Hard Rock Hotel Cancun
Ranked #10 of 181 Hotels in Cancun
GreenLeadersGold level
Tijuana, Baja California, Mexico
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“Excellent Place to Stay-”
5 of 5 bubbles Reviewed October 23, 2012

Great get away the Service was excellent!

I will strongly recomend this place if you want to have a fantastic experience. The instalations were clean, the ocean view it was perfect, I will definetly recomend the all included package. It is a must stay.

Excellent Service!!!

  • Stayed August 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank Marisol R
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, October 24, 2012
Hola Marisol R,

Thank you so much for sharing your opinion and for your great recommendation. Happy to learn you loved everything in our resort. We will keep working Hard to surprise you with our fabulous service the next time you visit us.

Best regards.

Strum that air guitar!!!
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8,571 reviews from our community

Traveler rating
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    532
    202
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See reviews for
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (1,477)
Date | Rating
  • Arabic first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Greek first
  • Hebrew first
  • Italian first
  • Japanese first
  • Korean first
  • Norwegian first
  • Polish first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Any
English first
Manhattan, Kansas
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed October 23, 2012

Service staff is awesome! The rest? A complete joke. Check in is a huge hassle. Check out is a hige hassle. If you get a Platinum Deluxe Room, just be aware that the room will look nothing like the picture on the website. The room is small, and the jacuzzi, vanities, and toilet are all crammed in the space of a walk-in closet. Our travel service did not ensure payment, so we were double billed, because the hotel will bill right away without even calling to check on payment.
Also, dont ask anyone about your points. Just go use them. If you ask the concierge or any other person but a bartender, you're going to listen to a 2 hour talk and haggle with them for a long time, because they wont take "no" for an answer. If you tell anyone "no", they get pissed off.
Hard Rock? We were there 4 nights. They had a band ONE NIGHT. The rest of the time was cheap bar kareoke and DJ stuff, and that was all in one little area of the hotel that was so crowded you couldnt breathe. The beach is awesome. The pool is awesome. Bartenders and waiters are GREAT! I just wish they worked somewhere else. Also, NO ATM here. You have to walk to another hotel and pay huge fees to get cash, peso or USD. Stay out of town. I never saw so much anti-American sentiment since I was in Iraq.

Room Tip: Platinum Deluxe Rooms are not even close to how they are described/pictured on the website.
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  • Stayed October 2012, traveled as a couple
    • 2 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank James C
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, October 24, 2012
Hello James C, We are happy that you had an overall great visit, and experienced the kindness and warmness that characterizes our collaborators at Hard Rock Hotel Cancun. It is great that you were able to use your resort credits thought we regret to hear that you consider that it is a hassle to go with our Vacation Planners who are there to help our dear rockers to spend their Resort Credits like RockStars!! We appreciate you taking the time to share your experiences with us, and we have shared your suggestion concerning the entertainment with our Management Team. We hope you will come back again soon. Keep on rockin’. LOVE ALL SERVE ALL.
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San Antonio, Texas
Level Contributor
96 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
5 of 5 bubbles Reviewed October 20, 2012

The Hard Rock Hotel in Cancun is an All Inclusive resort. It was amazing. The service staff do a great job, Wilberth at the Pool bar is the best bartender we met. Pool was amazing, beach is beautiful and the ocean is so clear there. It's a must stay. I bit pricey for a normal person at nearly $500 a night, but when you drink like we did, might just be a good value...LOL

Room Tip: Get your peso's before you leave the states, do not buy things in dollar of foreign currency, yo...
See more room tips
  • Stayed October 2012, traveled with friends
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
7 Thank Troy S
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, October 24, 2012
Dear yort007s

Thanks a lot for your comments. We always try to provide a service that is at the height of the most famous Rock Stars, thank you for observe it, especially the amazing job that Wilberth did.

We are eager to host you again for your next visit.

Cheers. Let’s live it up!
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Tonbridge, United Kingdom
Level Contributor
11 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
5 of 5 bubbles Reviewed October 19, 2012

Here for the opening, loving it!! Music all day long, great pool, fantastic service, propoer named drinks, great food. What else is required? Nice rooms, confortable beds, it's got those too.

Great concerts on the beach.

  • Stayed October 2012, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
6 Thank adamhowe
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, October 24, 2012
Hey adamhowe

You have the Hard Rock spirit. Thank you so much for your rocking review. Nothing rocks more our world than hearing you enjoyed our spectacular Opening, not to mention our great service and facilities.

We will be waiting for you on your next vacation.

Love all – Serve all
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Oakley, California
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
4 of 5 bubbles Reviewed October 19, 2012

the hard rock hotel previously cancun palace. is a great hotel. its all inclusive package is great for families. the bar by the pool is great for the adults and singles trying to have a good time. the beach is perfect. the extra credits are perfect for paying for the extra tours. overall i loved this hotel great service in english and spanish.

Room Tip: a room faceing the ocean are the best
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  • Stayed October 2012, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank lpcsoccer
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, October 23, 2012
Hi there Ipcsoccer!

Thank you so much for your great review. It looks you could take full advantage of what we have to offer. We are continuously training in our Rock School to get every detail of the requests of our English-speaking guests as well as the Spanish-speaking ones. Thank you for notice it.

We are ready to roll out the red carpet for you again.

Rock on!!!
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Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 bubbles Reviewed October 19, 2012

Having stayed in Mexico many times this was the BEST so far. The service from the staff was excellent. The quality of the food was excellent as was the choice of resturaunts. The beach was fantastic. Will definitely return early next year .

  • Stayed October 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
5 Thank karencandy
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, October 23, 2012
Hi karencandy!

What a sweet comment to describe briefly our resort. We are blissful you enjoyed everything here; there is no better song than hearing you are coming back.

We will keep working Hard to do it even better. All the crew will be waiting for you.

Practice your rock face!!!
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Queens NY.
2 reviews
common_n_hotel_reviews_1bd8 14 helpful votes
1 of 5 bubbles Reviewed October 18, 2012

I have been a member for over 5 years and have been visiting this resort for over 8 since it has been the cancun palace.we traveles to the first year of the new hard rock and the atmoaphere looked like a construction site. We made the best of it and still had a good time. What made our stay unhappy was we weree charged for 4 people when we were only 3. My wifw questioned the error while we were there and they admitted they made a mistake and would be promptly refunded. We had come there many years and believed every word they said. It is 4 months past and we still did not receive our monwy. My wife has sent them our air line tickets and have spoken to them every week since our trip back in July. They told us they would give ua a wire transfer 2 weeka ago and now they wont even respond to our emails. To be treated like this after all the years my family and I have been going there reallh dissapoints me. Do not trust them for I feel if they can do this to us they can do it to you. I have sent many of my friends and family who have become members to this resort and now I must warn them of this odd unprofessional behavior.

  • Stayed July 2012, traveled with family
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
12 Thank indio264
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, October 19, 2012
Hello indio264, on behalf of Hard Rock Hotel Cancun, We would like to apologize for any inconveniences you may have experienced concerning your wire transfer.
You may rest assured that we take all of our Valued Members comments with the most importance and based on such, I would like to follow up in this matter, our goal is to always provide the best service and this is why I am sending you a private message to assist you further in this matter.
Best regards,
LOVE ALL SERVE ALL
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Additional Information about Hard Rock Hotel Cancun

Property: Hard Rock Hotel Cancun
Address: Boulevard Kukulcan Km 14.5, Cancun 77500, Mexico (Formerly Cancun Palace Resort)
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:
#9 Top resorts Hotel in Cancun
#10 On the Beach Hotel in Cancun
#10 Spa Hotel in Cancun
#10 Luxury 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):
Hard Rock Hotel Cancun- Where Stage Front meets Beach Front At our unique Cancun beach resort, we've created the ultimate beachfront celebrity playground and transformed the typical All Inclusive vacation into a rock star paradise, which reflects our Mexican setting and cosmopolitan flair. Located in the heart of Cancun's hotel zone, Hard Rock Hotel Cancun boasts unmatched, all-inclusive luxury accommodations including in-room hydro spa tub, fine dining at, 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. There are no limits at our All Inclusive Cancun resort. Go on a world tour with the internationally inspired restaurants of the Hard Rock Hotel Cancun. Give meetings the rock star treatment. Plan the ultimate celebrity-style wedding. Rock out at the beach or the luxurious pool area with swim up bars. Indulge in a glorious spa day. The Hard Rock Hotel Cancun truly has something for everyone. ... 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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