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“Nice stay, great service”

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Hard Rock Hotel Cancun
Ranked #9 of 176 Hotels in Cancun
Certificate of Excellence
GreenLeadersGold level
Reviewed February 23, 2013

I would like to thank all the staff here at the Hard Rock Hotel. The service was great, always helpful and with a true smile. We were made to feel at home and nothing was difficult for the staff. They went out of their way to make everything possible.

This trip was mostly business, but I already called my wife to tell her we need to come down and bring the kids.

It's located off the main strip and close to La Isla mall. As it is all inclusive, no worries, no lines and great service. Try any of the restaurants, you will not regret it!

Stayed: February 2013, traveled on business
Thank EdgarH47
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 reviewResponded February 25, 2013

Greetings from Cancun Edgar H, thank you for sharing with us your experience at our rocking Resort even though you came in Business we´re glad to know that our staff give you rock star treatment, There is no better song than hearing you are coming back with your family and giving us the opportunity to make them feel true VIP. Please feel free to contact us in advance so we can deck out the stage for you.
Expect the unexpected!!!

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6,086 - 6,092 of 10,420 reviews

Reviewed February 23, 2013

My Husband and I won a trip to the Hard Rock Hotel, Cancunm through Air Canada Vacations. It was an all expense paid 7 night stay at this all inclusive resort. The Hotel and staff were just FANTASTIC, they all went over and above in service. The room was so clean and we had a 2 man jucuzzi right in the room, which was a real bonus for us! The food was all DELICIOUS, in every restaurant and the buffet, all very fresh and so nice! Our favorite restaurant was Zen, a Japanese style restaurant with awesome food....LOVED the ginger sauce for my rice and the Chicken Kung Pao dish!! The put on a great show at the habachi grills and awesome one on one service at the individual tables, which we prefered. Our favorite server was Rafa, he went over and above giving great service and he made us an amazing Mayan Coffee right at our table with blue fire and all! The beach and pool are also fantastic, there were alot of families with small children and they were taken card of very well. Mexican Fiesta night is a "must do", don't miss it! It was lots of fun for the children. Our experience there will be remembered for a very long time, thank you to all the staff at the Hard Rock Hotel in Cancun for a wonderful holiday!
Sincerely, Dan and Cheryl Phillips

Room Tip: Room 474 was ours and it was great! The air conditioning worked really well, lots of hot water, toi...
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  • Stayed: February 2013, traveled as a couple
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1  Thank Dan P
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 reviewResponded February 25, 2013

Hola Rock Star Dan p, thank you for your rocking review, we´re happy that our staff had the chance to played a great concert that made all your senses tremble and enjoy your holiday, our goal is to provide a star treatment, were glad to know that Rafa made and excellent job and Zen Restaurants was your favorite spot. We would like to have the opportunity to roll the red carpet for you and your husband once more and provide you with the stupendous service that you already know. Keep the good memories!!!

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Reviewed February 23, 2013

The Hard Rock is an obvious remodel of an older hotel. The staff is incredibly hard working and friendly. They are totally dedicated to making your stay as warm and welcoming as possible. Beach and water is amazing! We found the food, in general, to be, well, catering to lack-luster tastebuds. We tried as many food areas as possible. Again, staff was awesome at all. Ciao was particularly yucky imho. They try, really they do. The market had enough fresh options to fill the void. I wanted authentic Mexican food, however I felt the restaurant dedicatd to such did not deliver the flavor. Sopa good tho! Rooms are clean and well appointed. Don't take one near the elevator! Noise is crazy. Earplugs helped. DO NOT waste your time with the Legendary sales pitch, because that is all it is. And is is a hard sales pitch for 2 solid hours before we walked out. Excursions are awesome Xel-Ha and Tulum in particular. Vibe is fun. Place is colorful. Can't say enough about how hard the staff work to make your stay memorable. My teens loved every second of our stay....particularly the pizza. Lol environment is safe and friendly. We did enjoy ourselves!

Room Tip: Stay away from the elevator! Try to upgrade using hotel credits to an ocean view.
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  • Stayed: February 2013, traveled with family
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Thank Jude V
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 reviewResponded February 25, 2013

Hi Jude V, we would like to thank you for your nice review, we´re cheerful that your family had a true rock star experience, each and everyone from the staff provide the best VIP service to all our guest, we are so pleased that you took advantage of all the tours and excursions, We have shared your comment about Ciao Restaurant with our Food & Beverages Manager so he can check that the food quality is the best for our rockers. We would be delighted to have the opportunity to play for you a new song here at Hard Rock Hotel Cancun.
Keep the Hard Rock memories!!!

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Reviewed February 22, 2013

We just got back from our vacation and had a wonderful time. I would like to start by thanking Amalia (the sweetheart that served us drinks at the pool) and to Gabriel Cobos (the kind warm hearted waiter the served us in The Market)! It is employees like these who will always be remembered and will want visitors to come back to visit. On that note....YOU MUST GET CEASAR BACK AT THE BAR!! It was such a huge disappointment not to see him behind the bar this year, and we were not the only ones who felt this way!! Other people who once vacationed at this resort in the past were upset that CEASAR was not there!! The bartenders there now have no personalities and act like they cannot be bothered!! The music at the pool by the staff that works there, is too loud. They were also very inconsiderate to the weddings going on at the beach. There should be no music (or singing/screaming) into a microphone while weddings are going on. My husband is on his 7th day today not able to get off toilet. We never left the resort our whole vacation and he got sick after eating at Zen restaurant. He just went on an antibiotic today. Last note, a lot more chairs are needed at beach and pool. If do not claim chairs at 6:30 a.m you will not get one for most of the day. Inconsiderate people hog chairs and do not even use them and will steal umbrellas when you go use the bathroom. Tying our beach bag around umbrella pole prevented this from happening.
Weather was awesome and went home nice and tan!!

  • Stayed: February 2013, traveled with family
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3  Thank Megan T
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 reviewResponded February 23, 2013

Greetings from your friends in Mexico Megan T, We would like to thank you for your review. We are very cheerful to hear that you like our new style and décor of our great resort, we´re thrilled to know that our staff played the right song and you could feel the warmness and kindness of Mexican people making your visit even more enjoyable. And about the music we always try to please all of our dear rockers and we apologize if that caused any nuisance during your stay, we always are working to keep our rock star vibe and also provide a relaxing atmosphere to our guests to just lay back and enjoy the astonishing beach and the relaxing sound of the Caribbean sea, we are continually improving in this area and we hope you give us the opportunity to show you our improvements and give you the true rock star experience in a future visit.
LOVE ALL SERVE ALL

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Reviewed February 22, 2013

The best of the best feeling like a ROCK STAR...
The ambience, the music, the service and entertaiment brings you the best feeling ever!
I have been in many places but this is the one that had change my concept about vacations, I will recomend it with my friends and I will be back on my next take away!
Excelent concept, the best personalized services & outstanding food and drinks.
Congratulations!

Room Tip: 3rd floor has Private pools!
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  • Stayed: February 2013, traveled as a couple
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Thank Rocktavio
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 reviewResponded February 25, 2013

Hello Rocktavio, Thank you for the short and awesome review. We are thrilled to know you really liked our Rocking style in every corner and you really get to live the lifestyle of a rock n’ roll star, keep your mood on! We look forward to welcome you again soon here at your favorite stage Hard Rock Hotel Cancun
TAKE TIME TO BE KIND

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Reviewed February 22, 2013

Pros
All the staff is accommodating and friendly.
The food is fine for an all inclusive resort no problems or long waits.
The decor is interesting.
Nice children's area! We spent a lot time in that area ......

Cons
I will never return to this hotel due to the noise level. You can hear conversations of people walking down the hall, hotel doors slamming and kids screaming all night and early morning. It's a huge problem and killed our vacation due to lack of sleep.

Only enough pool and beach chairs for half the guest. We were there 4 days and secured 1 beach chair for our family of 3 once.

Periods of time when no beach towels were available.

Children's area needs a wait staff to provide food and drink for the adults spending time there.

After drinking my cup of beer, chewing gum was stuck to the bottom inside of the cup and the gum did not belong to me YUCK !!!!!!!

Room Tip: The rooms are small the hallways are LOUD doesn't really matter where the room is located. It...
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  • Stayed: February 2013, traveled with family
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5  Thank Tina H
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 reviewResponded February 22, 2013

Greetings from Cancun Braxton2013, thank you for your Feedback, we are very sad to hear that you had a bad experience while in your short visit to our resort, this is very uncommon as we always try to play the best song for our rockers and this is why we regret that our concert was not of your entire satisfaction, on your recent visit to Hard Rock Hotel Cancun.
We always try to provide the best experience to our future Rock Stars and make them our raving fans!
We hope that you give us the opportunity to change any negative perception towards our resort and give you the true Rock Star treatment.
We will be looking forward to welcome you and roll out the red carpet for you.
TAKE TIME TO BE KIND

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Reviewed February 21, 2013

We we looking forward to a great vacation only to find frustration after frustration. I can under stand the door key card not working 3 days in a row until they fixed the lock and a toilet backing up. But planning day trips and excursions that are advertised in the binder - still in the room - only to find "sorry, that is no longer available" over and over is tough. Trying to take my family to dinner, finding anywhere from a :30 min to 2 hour wait is aggregating to hungry kids. Looking for a spot by the pool at 8:30 am, only to find EVERY chair "taken" by a shoe or a towel or some other form of no vacancy is really pushing it. Despite repeated requests, we cannot get them to restock milk, water and apple juice - which might have been easier if the room was attended to before 5pm, which is wasn't. Showering after to pool and find that they want to clean the room then, with us till there. All together, less enjoyable to be here by the hour. And the resort credit? Total sham. How can $1,500 work towards $300 here and only $100 there and maybe a voucher for $100 at a gift shop; select gift shops for select things? Funny money to say the least. Again, the advertisements and the reality were nothing close. Again, more "that is no longer available", as if a scripted and automated response.

Do not recommend

Room Tip: Some place far away from here!!!
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  • Stayed: February 2013, traveled with family
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10  Thank WilliamSanzone
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 reviewResponded February 22, 2013

Hi WilliamSanzone, thank you for your review; we appreciate your great feedback, as it gave us the opportunity to address your concerns.
We apologize for any inconveniences you may have experienced during your recent stay at our resort. We regret to hear that you had some inconveniences with your door lock and the toilet, this is certainly not the rock star treatment we had in mind for your vacations, and that is why we regret we missed our mark this time. your inconveniences making your excursions bookings, we encourage our guests to book their activities in advance through our Vacation Planners and telemarketing teams, they will be happy to help you out making your reservations for the spa, golf, beauty salon, special dinners, tequila and wine tastings, tours, activities and excursions, to make your experience totally rock!
Our goal is that every vacation will be a memorable one and we hope that you will give us the opportunity to change any negative perception towards our service and facilities and make your next visit a true Rock Star experience here at the Hard Rock Hotel Cancun.
ROCK ON!

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Additional Information about 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 Luxury Hotel in Cancun
#9 Spa Hotel in Cancun
#9 On the Beach Hotel in Cancun
#17 Business Hotel in Cancun
#17 Family Hotel in Cancun
#22 Romantic Hotel in Cancun
Price Range: $405 - $977 (Based on Average Rates for a Standard Room)
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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