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“First night was hell, rest of the trip was great” 4 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
Calgary, Canada
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
“First night was hell, rest of the trip was great”
4 of 5 bubbles Reviewed February 19, 2013

I just got back from a week’s stay at the Hard Rock Cancun. The first 12 hours of my stay were a nightmare but the rest of the trip was great. We arrived last Friday night and the hotel was 100% booked so we got a room on the first floor of one of the wings. We arrive to our room to find it half made up, an empty beer can under the sink, no water or beer in the fridge and no alcohol in the liquor cabinet. We wait about 40 minutes for our bags to come and the guy shows up with bags that are not ours and he tries to tell us that yes they are our bags. It takes him another 20 minutes to bring us the right bags. I went back to the front desk to complain. I was told that I would be put on a list to be moved to a different room the next day and that someone would come and fill the fridge and liquor cabinet, no one came. We were up all night listening to someone drag bags of empty bottles and cans down the hall and the person above us walk around their room in high heels. We put the breakfast card out to get breakfast in our room the next morning and no one picked up the card so we did not get breakfast. We went to the front desk that morning and the man at the front desk really turned our trip around. He blocked off a different room for us and apologized for the issues we were having. That afternoon we got a new room, one on the 12th floor with an ocean view. I would highly recommend spending the extra money for the ocean view to ensure you are not given a crappy room like we were. To be honest the hospitality suite we used on our last day was nicer than the room we were originally given. The rest of our trip was great. My only complaint would be people reserving chairs. We sat in our chairs all day and someone put towels on chairs next to us and never used them.

Great pool, beach, drinks, food and entertainment!

  • Stayed February 2013, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
6 Thank mpayn950
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, February 20, 2013
Hello mpayn950!! Thank you so much for taking the time to share your comments with our Trip Advisor community, it sounds that your vacations started with the wrong foot but our staff made an excellent job and change your room to an astonishing 12th floor room, what a way to turn the tables and start to enjoy the true rock star experience! We are thrilled to hear that you loved the food at our restaurants and enjoyed the top shelf brands offered at our bars, only for rock stars like you!
We really hope to see you soon at your favorite stage: Hard Rock Hotel Cancun.
Rock on!
ALL IS ONE
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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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
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English first
Alberton, Canada
Level Contributor
12 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
5 of 5 bubbles Reviewed February 19, 2013

If money is no object and you are between 21-50 then this is the place to stay. We recently stayed here for 5 nights with 3 kids in adjoining rooms (each with double jacuzzi). The hotel is amazing, from the time you drive in the gate you know you have made the right choice. There is lots of memoribilia scattered around the hotel, the food is great and the entertainment was top notch. We will return to this hotel our next visit to Cancun

Room Tip: Stay away from the elevator (lound dinging) and make sure you have a beach view.
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  • Stayed February 2013, traveled with family
    • 4 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?
2 Thank Joel B
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, February 20, 2013
Hi there Joel B, thank you for your awesome review! It sounds like you all had a blast! Like you said, from the moment you drive in, you know you are in the right place! We are glad you loved the excellent food in our restaurants and had tons of fun with our entertainment team they are amazing! And our memorabilia complete the package for the true rock star experience! We look forward to welcome you in your next visit to Hard Rock Hotel Cancun.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dallas, Texas
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed February 18, 2013

HRH Cancun is a great value for the money! Especially with what's in your room--free wine, vodka, rum, scotch, tequila, bottled water, gummi bears, fruit juices, and Oreos! Rooms have been nicely remodeled from its previous Palace incarnation! But the beds are hard. Beautiful pool, nice beach, and several good dining options. Great vibe! Lots of nice nooks to hang out. Just bring your own sunscreen--the hotel gift shop is highway robbery! Overall very nice, excellent staff.

Room Tip: Odd # rooms face ocean, even #s face beach. Sun rises on beach side.
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  • Stayed January 2013, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank jennmc725
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, February 19, 2013
Hello jennmc725, thanks for your short and great review, we appreciate you take the time to share your thoughts about our resort with the Trip Advisor community!
We look forward to see you again and rock the house here at the Hard Rock Hotel Cancun.
ALL IS ONE
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Inverness, United Kingdom
Level Contributor
25 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
5 of 5 bubbles Reviewed February 17, 2013

My wife and I had a 2 week all inclusive break at this lovely hotel and the staff were brilliant especially Charlie Sulie,Thomas of the waiting staff, Conchita went out of her way and these people made our stay very pleasant. Overall the quality of the Hotel is excellant and would recommend it to anyone who is going to Cancun

  • Stayed January 2013, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
4 Thank Dugie 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, February 19, 2013
Hi there Dugie C, thank you for your review, we love hearing your great experience with our awesome staff, we know they go out of their way to please our dear Rock Stars, we will let Charlie Sulie, Thomas and, Conchita know that you loved their service. And thanks again for recommending us to all your friends.
We hope you visit us again soon here at Hard Rock Hotel Cancun.
LOVE ALL SERVE ALL
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Port Perry, Canada
2 reviews
5 of 5 bubbles Reviewed February 15, 2013

My first trip to cancun in over 20 years. One of my daughter's booked and paid for the entire trip, so I can't comment on the value. However, the service and the staff were absolutely amazing. Everyone was very happy and always had a smile on their face. (one exception was the staff in the "business centre"-dealt with 2 different men and they were less than helpful with questions or help-they were the only black mark on an otherwise amazing staff). Special thanks to Lucy who cooked my breakfast each morning - she was a doll, always smiling and made excellent omlettes, and to Atruro in the spa who gave me one of the best facials I have had in a long time. Sandra, our concierge was very helpful as well. I have forgotten a lot of the others names, but I really can't say enough positive things about the staff. Our rooms were kept spotless and the mini bar was always stocked. Our balcony was ocean facing and the view was spectacular. The food at the market and the outside buffet was exceptional - and I normally do not enjoy buffets. The show at Zen was very entertaining, but the food was just ok. we avoided the Italian restaurant as we did not hear great things about it. The pool/beach/entertainment staff were all above average, especially the entertainment staff - sooooo much energy and always had something for every age group. The pool side drinks were great and so were the bartenders. I was impressed with the top notch alcohol brands. You do have to reserve a pool chair VERY early - I watched the sun come up each morning (6:15) and the chairs were already being reserved at that time. The room credits are a little confusing and try not to leave spending them to the last minute as in one instance, my daughter waited for 45 minutes in the "business centre" to purchase a spa product package. I have already recommended this hotel to several friends and would definitely go back.

Room Tip: Stayed on the 7th floor (middle section) and the room was perfect, no excessive noise, great view. M...
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  • Stayed February 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 4 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?
Thank Sharilynne111
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, February 18, 2013
Hi Sharilynne111, we are very happy hearing that the service and the staff were absolutely amazing! Indeed the staff and their great service is becoming a legend at the Hard Rock Hotel Cancun, we appreciate your nice comments about Lucy and all other crew members, and we will let them know that you thought her service rocked! About your vacations we are thrilled that you all had a blast and we look forward to welcome you again and make your next trip to Cancun another true Rock Star legend!
Strum that air guitar and practice your rock face!
LOVE ALL SERVE ALL
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Madison, Wisconsin
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed February 14, 2013

We stayed there the 1st week of Feb. and loved it! Check-in was a breeze. Our room was what and where we'd requested (7th floor ocean view) I'd ask for a higher one next time to improve the view a bit. The room was clean, fully stocked mini bar and fridge all included. Staff was fantastic every place we went!

The concierge staff was very helpful via email before we got down there cb(concierge2_hrhcun@hrhcancun.com )and also helped plan a surprise for my son who turned 18 while there. They decorated his dinner table and brought him a bday cake, and even went to the room and decorated his headboard and lamp with balloons and confetti string! Deisy was my main contact, but all the girls were great!

Getting into the specialty restaurants was never an issue. We did go early enough so we could catch the shows in the theater each night though. We never ate at the buffet except for breakfast, which offers eggs/omelettes made to order. You can ask for anything and they'll accommodate you. I saw one lady eating Eggs Benedict made just for her. Bacon was fantastic!

Our favorite Restaurants were the Zen, Brazilian Steak House and Ciao. My husband had the duck breast and it was fantastic! We ordered an entree and a pasta each so don't be shy.

The beach bar was where most of the action was. Martin is a fantastic bartender and they have the best tacos made to order on the back portion of the pool bar. I loved the chicken and the steak. There is a wonderful wood pizza oven we had often, and for lunch there was an outdoor buffet with grilled ribs, burgers and chicken legs, along with salads, salsas and good guacamole.

There was a live band at least every other night, and it can be noisy but the 1 night I stayed in I shut the patio door and turned up the tv. No problem.

24 hour room service was used often in our room. I love that!

At the beach there are no palapas, but a young man will dig a hole for an umbrella for you and get you all set up. He even re-positions it for you later in the day if you like.

Beach volley ball was a blast! All levels of expertise were happily included which made it more fun for me.

They do have 2 boogie boards you have to ask for, or you can rent them from guys on the beach. There is some insurance issue with them so they keep the hotel's board location on the down low.

One drawback was the dance bar at night. It was a huge closed restaurant (Brazilian) where they played nothing but Rave type music, and wouldn't take requests. Seemed odd at a "Hard Rock" bar. There were never more than 6 people in there when I was there. I love to dance so it was disappointing.

We met so many wonderful guests and staff. We really had a fantastic time!

And my husband would like to share the big tip he found...pass on the Don Julio Reposado shots and try the Centenario Reposado (Oro). Very smooth and better flavor.

  • Stayed February 2013, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank tangle2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jonathan D, Customer Service Manager at Hard Rock Hotel Cancun, responded to this review, March 11, 2013
Saludos tangle2 from your friend`s at Hard Rock Hotel Cancun, What an amazing review. Thank you so much for choosing this scenario to celebrate your son`s 18th birthday. We are happy of knowing that Zen, Ipanema and Ciao restaurants were your favorite restaurants. About the night club we are sharing your concerns with our Vibe Manager for improvements and make night life more inclusive for all our dear rockers. Many future rocker will benefit from the pictures you have share with us, were glad that you had the treatment of a rock star, we can’t wait to host you again and keep playing side by side and unforgettable song.
TAKE TIME TO BE KIND
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Markham, Canada
Level Contributor
16 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 77 helpful votes
4 of 5 bubbles Reviewed February 14, 2013

We (me, my wife, 3 year old daughter and 9 month old son) stayed seven nights at the Hard Rock Hotel Cancun in early February 2013. We had a fantastic time and definitely would come back. Last year we stayed at Beach Palace, which is a top 10 tripadvisor-rated resort in Cancun, so our expectations were definitely high! Hard Rock ended up coming in a close second to Beach Palace.

In summary, the food was above-average, the entertainment was the best we've seen at any resort, the rooms were average and staff were slightly above-average. The $1500 resort credits are a gimmick as you end up paying more with the 11% "service fee" that they charge you. The only exception is the spa allowance that equates to excellent value.

Rooms:
We had an Oceanview room in the middle of hotel on the 9th floor on our first day. We were about four rooms from the elevator. Our first night was a disaster because the noise was absolutely unbearable and our kids had trouble sleeping. The traffic in the hallway did not let up until about 1am in the morning and it was probably one of the noisiest hotel rooms we've ever stayed in. We requested to be moved the next morning and the Manager on Duty Yakimoto (who was excellent) moved us to a different oceanview room at the end of the wing (away from the elevators) on the 7th floor. We were literally at the end of the hallway and the silence was bliss.

In terms of the size of rooms, we found them to be small for the price you pay. Also, there is a jacuzzi in every room, and the positioning near the entrance of the room tends to get in the way making it tight to navigate between the beds and bathroom. Also, most of the balconies were tiny and there was only enough room to just step out and sit. For a five-star hotel, you would expect bigger balconies. In the new room we had on the 7th floor in the wing, the balconies were larger and much more suitable.

Our advice is to request a room near the end of the wings, which are quieter and have larger balconies.

Food:
There are four a la carte restaurants at the resort, the Market Buffet and other dining around the pool area:

Zen (Asian): We ate here on our first night in the a la carte menu area. It was a HUGE disappointment. The sushi was dry, pasty and tasted like it was just defrosted after being frozen for days. We also tried a couple of other dishes like pad thai and teriyaki and again they were disappointing and very far from tasting anything like authentic Asian.

On another evening we tried the Teppanyaki grills. They were fantastic! The food was fresh and tasty and the chef's show was always enjoyable. If they aren't too busy, ask them to make Mayan coffee at dessert time. It tastes amazing and the show is excellent as well. The Teppanyaki was so good that we ended up eating there another two nights.

Ciao (Italian): We ate here on our second night. Again another disappointment for the a la carte menu. The food was no good and one of our waiters actually admitted that people never finish their pasta dishes because of the poor quality. They definitely have to work on their menu at this restaurant. We did not revisit again during our stay. If you are looking for good pasta, go to the Market Buffet and ask them to make it on the grill for you. It was very tasty and actually better than some Italian restaurants we have visited.

Ipanema (Brazilian): This restaurant was Brazilian-style with the various cuts of meat brought around to your table. In general, this was better than Ciao and better than a la carte at Zen, however, the food options at Ipanema were much more limited. We did not revisit again during our stay.

Frida (Mexican): Frida was excellent. The food was great and our waiter was excellent. However, our food took forever to be delivered to our table. Mexican food is generally not on our favourites list so we only visited one night.

Market Buffett: The market buffet was very good compared to other resorts. The food was always hot and the variety was above-average. The grill is an excellent area for having them make eggs, pasta, fish, steak, fresh to order. Our breakfast and lunch waiter Carlos was excellent. He always put a smile on our faces and surprised our daughter with a Minnie Mouse-shaped pancake one morning for breakfast.

Entertainment:
We had the best entertainment experience of any resort we have ever visited! During the day, the DJ was playing top 40 hits. While some people complain that it is noisy for the oceanview rooms, we loved listening to the music in our room and sometimes taking a nice afternoon nap listening to the ocean waves and music. On some nights, there was a band playing around the pool. They played 70s, 80s, 90s rock and they were AMAZING.

For our kids, their kids club was awesome! They had Angelina Ballerina and Barney theme rooms, as well as Bob the Builder and Thomas activities. Every Thursday night they have a huge show at the Theatre, which has all four character appearances. Also there is a very cool splash area for kids at the kids center and they also have various crafts and character visits throughout the week (including character breakfasts).

On other nights, we saw the Fire Show. Make sure you sit further back as one of the flame throwers accidentally let go of his baton while it was still on fire and it landed near the feet of the people sitting in the front row!

Room Tip: Our advice is to request a room near the end of the wings, which are quieter and have larger balconi...
See more room tips
  • Stayed February 2013, traveled with family
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
3 Thank CanadianStockDaddy
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, February 18, 2013
Greetings from the band in Cancun! Hi there CanadianStockDaddy, we are overjoyed to hear that you all had a blast and that you will definitely return, and thanks again for giving us an awesome review and great a score within your top 10 we appreciate it! We cannot wait to welcome you again with open arms, roll out the red carpet and treat you like rock stars!
The crew is ready for the next gig, and the stage is waiting for you here at: Hard Rock Hotel Cancun.
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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 Spa Hotel in Cancun
#10 Luxury Hotel in Cancun
#10 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):
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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