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“amazing stay”

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Hard Rock Hotel Cancun
Ranked #9 of 175 Hotels in Cancun
Certificate of Excellence
GreenLeadersGold level
Atlanta, Georgia
2 reviews
common_n_hotel_reviews_1bd8 13 helpful votes
“amazing stay”
Reviewed December 29, 2012

i had a great time. i really liked jackie chan and kika. they always were having fun with us and entertaining us. i also liked panda, kevin and jovani for playing poker with us. Tonya was very fun too with her funky look and stylish clothes. Fernanda would always come and tell us about all the activities at night. over all i had an amazing stay and i think: Jackie, kika, Jovani, kevin, and Panda i found were the best entertainment staff. overall i had an amazing trip with lots of jam packed fun and adventure.

Room Tip: we didnt upgrade because u wont spent most time at the pool. 11 floor very loud
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  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
2 Thank cjrudin
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 4, 2013
Hola cjrudin, thanks for the nice comments about our entertainment staff! It’s great that you found them to be the best! We hope we can welcome you again soon and keep the good times rolling!!
TAKE TIME TO BE KIND
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English first
Miami, Florida
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed December 29, 2012

We stayed at the hard rock only one night during a two week vacation in cancun (staying at a sister property). I had never stayed at a hard rock before and was very skeptical about it. However I am glad I gave into my wife's demands. I really enjoyed the displays of rock memorabilia in the lobby and through the hotel.. The room was big, clean and the bed was veryyyy confy. the food was very good, I must admit though that we only dined at the japanese and ordered room service. Overall it was a very good experience and will definitly return for a longer stay.

  • Stayed December 2012, traveled as a couple
    • Value
    • Location
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    • Rooms
    • Cleanliness
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Helpful?
1 Thank Camilo M
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 4, 2013
Hola Camilo m, thanks for your review, we love hearing that you listen to your wife’s good advice and enjoyed the day at our beautiful resort!, we hope you come back soon and stay longer to enjoy all 5 restaurants, pools, activities and the great vibe. And we will provide you with the full Rockstar experience!
ALL IS ONE
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Stockholm, Sweden
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed December 28, 2012

my stay at the hard rock cancun was great. we stayed for a week and everything was first class. the room and the staff were amazing. the beach was great, and the food was delicious. Highly recommend this hotel, specially to those who want something different from the traditional hotel vacation.

  • Stayed November 2012, traveled as a couple
    • Value
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    • Cleanliness
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Helpful?
2 Thank paul m
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 4, 2013
Hi paul m, thank you very much for your short and sweet review. We love to hear that you had a blast with us! You are a true Rockstar! Thank you for recommending us! We look forward to welcome you again here at the Hard Rock Hotel Cancun. LOVE ALL SERVE ALL
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McMinnville, Oregon
Level 5 Contributor
55 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed December 28, 2012

We have been members of the Palace Resorts since 2007 and this was our 4th time in Cancun - 3 prior times as Cancun Palace and this past week, as a Hard Rock. All in all, it is a nice resort for the right person/family. We expect a higher level of service and a more luxurious resort. This time, we had what felt like a let down along with a very noisy environment. It started with their new "airport transportation" service. We had to wait at the airport for quite a while and was not able to be accomodated in our scheduled van so had to actually board another. The Vacation Planners that you have to visit in order to book your tours, spa etc. did not seem to know answers to any questions other than they're sales pitch to sell you tours "not" included in your $1,500 Resort Credit. I understand that it was Christmas time and that many families (with a lot of small children) were spending their Holidays on vacation but it definitely was not what we have come to expect based on our past experiences. Many of the staff that we have come to count on in our past visits were nowhere to be found. The food was better in some restaurants but worse in others. The lobby, although very much a "fun" environment was so loud that you couldn't even have a conversation with the person sitting next to you. We expected a special Christmas Dinner, similar to the one we attended when it was a Palace Resort in a prior Thanksgiving visit. However, we were greatly disappointed that Christmas seemed to cease to exist at the HRC. There seems to be a lot less staff:guest ratio, rooms are very loud (lots of kids running up and down the hallways and any noise in the room next door sounded just like the guests were in our room), not enough wait staff in many restaurants and bars, prices seem higher in the gift shops (although this is a very minor issue), the $1,500 "credit" seems to be great if you're a first or 2nd time guest to the area but is very limited for those that have done the few basic tours offered (and the fact that you can only use a small amount of the credit for spa services is a disappointment), scheduled activities and events were not easily found and probably the most frustrating, we had 3 times during our week stay that our room was not cleaned by 4:45 in the afternoon so we had to call for housekeeping. In the end, it's still a very nice facility at a wonderful location but we will not be back. We will continue staying at Palace Resorts. It's odd how hard they try to "sell or upgrade" your membership when you've told them your concerns and disappointments. Just feels like they really don't seem to care about the long time members that have very high expectations. We have boasted to our friends and family how wonderful our visits to Cancun have been but unfortunately, the only thing we'll tell them from this trip is that we'll be spending our next Cancun Vacation at a Palace Resort - Not a Hard Rock.

Room Tip: If you go, make sure you request a higher room with ocean view. Stay away from any room on the 2nd...
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  • Stayed December 2012, traveled with family
    • Value
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    • Cleanliness
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Helpful?
2 Thank N O
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 4, 2013
Hi N O, Thank you for your comments and observations about our resort. Please accept our heartfelt apologies for any inconvenience you may have experienced during your stay; this is certainly not the image we strive to portray at our Resort to our valued Members. It is our commitment to make our Members feel as they deserve and this is why we regret that you did not feel our warm service and our special treatment on your recent visit to Hard Rock Hotel Cancun. We always try to provide the best vacations to our members, although we do everything in our power to ensure great service and a variety of activities and excursions to our valued Members, we are sorry to learn that we missed our mark this time. Nonetheless here in Hard Rock Hotel Cancun hope that you will give us the opportunity to host you again in the future and enjoy of our improvements.
ALL IS ONE
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Kansas City, Missouri
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed December 28, 2012

Booked a vacation at the hard rock cancun, we thought the end of the world was coming right—12/21/12?, and what better place to be than in the land of the Mayans J surrounded by rock stars?

The hotel is super fun, the beach is great- crystal clear. The staff was far better & friendlier than we expected, we had read many mixed reviews so we were not sure what to expect. They actually seemed happy to have a job and were proud to be part of the brand (the hotel is new, it recently converted to hard rock). The food was excellent and plenty of options including free room service—NEED TO TRY the pizzas by the pool. The pool was our favorite, its an infinity pool with a wet bar and lounge chairs inside the pool! The rooms was very nice, very spacious and clean, which for me that it is the absolute most important feature of a hotel room! Highly recommend this place

Room Tip: choose and ocean front room
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  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank lois j
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 4, 2013
Hi lois j, thank you very much for your review. We love to hear that you had a great time with us and that we exceed your expectations!
You definitely lived the Rockstar experience! Thank you for recommending us and we look forward to see you again and have a blast here at the Hard Rock Hotel Cancun. LOVE ALL SERVE ALL
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Fairfax, Virginia, United States
Level 4 Contributor
24 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed December 28, 2012

WOW! Can't say enough positive about this experience. Service was fantastic and attentive Staff was very helpful. Hotel is beautiful and the Atmosphere is very upbeat!!! If you are looking for nonstop action this is the place. Not for those looking for serenity. This place is great for families, Singles and Couples. Highly recommend you upgrade to Concierge level and you will have your own butler to make all arrangements for you. Even reserve your seats at the pool! Took my entire family for Christmas instead of Gifts. Everything included. No need for money. Very beautiful area away from the hotel! We will go back!

Room Tip: All rooms are great You either have a Ocean View or Bay View
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  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Gus A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Customer Service Manager at Hard Rock Hotel Cancun, responded to this review, January 3, 2013
Hi Gus A, thank you for your sweet comments about our staff service, we are glad that you loved our facilities and that we fulfill your expectations, what a nice Christmas gift for the entire family!! We will love to rollout the red carpet for you in your next visit to your favorite stage Hard Rock Hotel Cancun.
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Bay City, Michigan
Level 5 Contributor
64 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 47 helpful votes
Reviewed December 28, 2012

We are on our last day here at the Hard Rock and I could not wait to put our review on. Our family has been members of the Palace Resorts for 20 years and our immediate family for 10 years. We have been highly disappointed by the changes, and would recommend that if you are a member you choose another resort. Not one member we came in contact with was happy. One couple said that they could not wait to move to the Moon. If you have never experienced the Palace quality then you may love this hotel.
The Good
The food is still good-although there are down times in the restaurants. Some staff still treat people fantastic. Special thank you to Jorge Maldonado-server, Deisy-concierge, Ernesto-Mini Bar Boy, as well as Andy (Panda) and Kika-entertainment staff! These people kept it true to the old style of making guests feel happy and comfortable! The entertainment staff is very friendly and fun. The beach is unblievable and the views are stunning. Room service staff were always polite and helpful. The lobby is decorated nicely and the rooms received a face-lift with darker paint and memoribilia. Food quality is good.
The Bad
We checked in at 11:30 and had to wait 3 1/2 hours for a room-never have had to wait as a member. Once we got into the room, we waited 45 mnutes for a crib. A crib that I requested a month prior and requested be in our room at 11:30 when we arrived. Check in took at least 45 minutes with a lot of hen pecking on the computer. Upon arrival in our room, our room was dirty. There was a broken Kleenex holder which left stone on the floor and counter, and I had to call 3 times to get it taken care of. Many things went wrong with the room, but luckily maitainence came quickly to resolve the issues. The resort credits are a waste. You have to spend 11% in taxes when you use them and may only use $300 in the spa and then where they advertise shops you can use them, it is $100 off silver (1 piece) and $300 off (1 piece) of gold or $100 off a pair of sunglasses-but the prices are jacked way up! So a ring costs $389. You get $300 off but then pay the $89 and then the 11%. We had $3,000 points and used $40 in the spa. They have found a way to get their money back.
THE UGLY
The service overall was horrible-shotty at best. We waited 10 minutes for a high chair one night. Even longer for a drink. Staff seem short handed and unable to serve everyone. We saved a lot of money on tips this year, because it was so bad. As a member, we know what the quality and level of service used to be...it has taken a turn for the worse. My husband ordered a drink and the server told him she could not take his empty cup away because she was "working." There were no snacks out and my 18 month old was hungry and the restaurants were not open yet. My husband asked the bartender for some chips, which he gave him in a martini glass (tiny) two nibbles later my baby asked for more so my husband asked. The bartender begrudgingly gave him some more in a little bucket we had, stating that the "chips were for bar patrons." He was fortunate enough to deal with my husband and not me. That type of service is why we will never stay at the Hard Rock Cancun again. We will most definatley return, but will choose a Palace Resort that maintains their integrity. Overall, we believe that the resort has taken a turn for the worse. :(

Room Tip: Rooms are showing their wear. Good luck Not up to Palace Resorts quality.
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  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Melissa S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Customer Service Manager at Hard Rock Hotel Cancun, responded to this review, January 3, 2013
Dear Melissa S, Thank you for sharing your comments with us; Please accept our heartfelt apologies for any inconvenience you may have experienced during your stay; this is certainly not the image we strive to portray at our Resort to our valued Customers.
We would like to apologize for an unusual slow check-in, we usually assign your rooms whenever they are available and ready for our dear members, as you may already know, as per contract the check in time is at 3:00 pm, this is why you had to wait 3 ½ hrs as the room was not ready, we always try to make our dear guests check-in a breeze and we regret we missed our mark this time.
Thank you for mentioning so many of our collaborators, we will let them know you thought their service rocked!
About the Resort Credits Promotion, Hard Rock Hotel Cancun now offers guests Resort Credit to be used towards room upgrades, tours, spa ROCK SPA, beauty salon treatments, golf outings, select Colin Cowie Wedding Collections, upgraded wine selection, Rock Shots and lot more, you can use them to pay all these options and only will have to pay a service fee of 11% per each items and services. Our Vacations Planners team would have loved to help you use your Resort Credits to your entire satisfaction.
Regarding your comments about the snacks at the bar, we have shared them with our F&B Manager to ensure our staff always provides a VIP service to our dear Members.
Rest assured that we take all of our Members and guests comments with the most importance and based on such, we take the necessary steps to prevent them from reoccurring. Adjustments are being implemented continuously to enable us to keep providing a VIP service to our valued Members.

Nonetheless here in Hard Rock Hotel Cancun hope that you will give us the opportunity to host you again in the future.

We remain at your service,
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
#9 On the Beach Hotel in Cancun
#9 Spa Hotel in Cancun
#9 Luxury Hotel in Cancun
#17 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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