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“Hard Rock Transformation!!”

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Hard Rock Hotel Cancun
Ranked #10 of 177 Hotels in Cancun
Certificate of Excellence
GreenLeadersGold level
Reviewed March 12, 2013

Seven couples went to this renovated resort from February 1-8, 2013. This was our 5th time overall, but the previous times were while it was the Cancun Palace. We had high expectations as the Palace chain had always been exceptional. The newly renovated Hard Rock definitely met and exceeded our overall expectations! The new look definitely had the international "Hard Rock" theme you would expect from the lobby area thoughout the resort to include the themed rooms. Let me now get into further detail.

Setting up the reservations was a little complex as it seemed difficult to get the confirmation letters to be sent from Mexico City. After 3 phone calls we finally had our letters to show we had reservations.

Next we set up a few tours and some tee times and we have to give a big thank you to Dianely who is a valued employee and definitely knows how to treat the customer. Her reply e-mails were always timely and provided top notch service.

Ximena at the conceriege also exceeded our high standards and corresponded with us via e-mail to ensure all of us were assigned rooms and felt comfortable with our arrival. As a matter of fact, Ximena met us personally at the hotel upon arrival and escorted us to the check in which definitely was appreciated.

Check in was very smooth and we had to wait about 45 minutes for one of the rooms to be prepared, but that was pretty minor as there were drink stations set up where we could all get into vacation mode.

Restaurants:

Brazilian: The first night we ate at the Brazilian and we were all very impressed as this was a great change and a much better dining experience than the previous steakhouse. Carlos was our favorite here and he was a great server as well as entertaining us with his great sense of humor. Be prepared to be stuffed as there are somewheres between 11 and 15 different offrerings and at least half of them are EXCELLENT!

Zen: We ate here the next night and this was the unanimous vote as the groups favorite. Check in your group for the Tepanaki table and go to the ultra friendly bar where you can enjoy many libations and very good sushi. The show is great and the service and food are equaled. Our favorites here for waiters were Fernelli and Damian. Rene, a type of manager was always checking in to ensure we were having a great time.

Ciao: We were seated as a group of 14 in this restaurant thanks to Liz at the concierge. We had 2 servers and we enjoyed a five course meal with all the accompaniments and drinks you would recieve in any other 5 star Italian restaurant. This was a great chance for everyone to dress up and really get a lot of socialization in. Our favorite waiter here was Alejandro and he always retrieved anything we asked for, even if he ended up at another bar to get it.

Breakfast: The buffet had about every item you can imagine from fruit, to pastries to the omelete station where they would make just about anything fresh. Charlie was our favorite here and you can tell that he has been a long time valued employee. If you chose to order in room service, the food was always on time, hot and prepared as you would expect. A great option if you have to get going early to an excursion or play golf, etc.

Lunches: There was always a multi-cultural buffet set up from 11 until about 3 that was an excellent choice as they had so much variety. The wood stove pizza was as good as it gets.

Dinner Buffet: Great variety and the freshly made pasta and salmon were some of our favorites. Best wait staff here were Uriell and David. Uriell went out of his way and David was very attentive and always ensuring that we were being pampered.

Other amenities:

Spa: The spa has been redecorated and re-designed and it is a much more relaxing atmosphere. The therapists for the most part are excellent and our favorites were Liz and Marisol.

Members beach area: We spent a majoriy of our time here and Margarita and Martha took very good care of us. We rarely waited for any drinks, water etc. Margarita was the groups favorite and everyone looks forward to seeing her on future trips.

Pool and Pool Bar: Drinks were good and although at times you would wait a few minutes for drinks, they did their best considering that they had many customers at times. Edgar and Martin were the best here. The pool was refreshing but not cold and was a great place to cool off, drink, listen to music and party. The entertainment staff did a great job and Andy and Vicki should be mentioned by name.

Lobby Bar: Renovated with Hard Rock decor and just a great choice as to the layout, etc. There are ample areas to sit as a group or find a nice little nook to enjoy some quality time together. The wait staff was excellent and Angel was our favorite bartender.

Vacation Planners: Luis and Katy are very skilled and professional in their duties and will do everything they can to ensure you can use your resort credits, etc. Memo, a manager is a great asset to the hotel and went above and beyond to try and assist us with our unlimited golf schedule.


Overall, it was a great vacation at a great resort. The dining experience was as good as ever and the addition of top shelf drinks, great music and overall service will only make this hotel better.

Room Tip: Ocean view is a must and if you can use resort credits to gain concierge access those are credits we...
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  • Stayed: February 2013, traveled as a couple
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3  Thank Dennis B
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 reviewResponded March 13, 2013

Dear Dennis B, 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. Thank you too for spotlight the names of so many of our staff members, we will let them know they made the difference during your stay. We are pleased that you enjoyed your time in our restaurants and found Ciao, Zen and Ipanema to be your favorites. We are happy to know that you enjoyed the memorabilia and found the pizza by the pool great!
It is great that you took advantage of the resort credits and upgrade to a concierge level to make your rockstar experience even better.
Thank you for your great review and giving us a high score we know that many future rockers will be benefit from this. 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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5,929 - 5,935 of 10,216 reviews

Reviewed March 11, 2013

newly renovated hotel, loved their infinity pool. all the restaurants that we tried were good (esp the Brazilian bbq restaurant). has easy access to beach, bus stations, etc. overall a very new modern hotel

  • Stayed: March 2013, traveled with friends
    • Cleanliness
2  Thank mkr0121
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 reviewResponded March 12, 2013

Hey mkr0121 thanks for the great review! It makes all of us here at the Hard Rock Hotel Cancun so happy that you had an awesome vacation! We are pleased that you found our resort great and that you liked our restaurants food; we will let our crew know that you thought their service rocked!
We look forward to welcome you again soon here at your favorite stage Hard Rock Hotel Cancun
ALL IS ONE

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Reviewed March 11, 2013

As soon as you walk into the Hard Rock, you know you made the right choice! Instantly greeted by friendly staff. The staff is beyond exceptional, they will go above and beyond to suit your every need! They are very helpful and friendly and will answer any questions about the resort, drinks, or even Mexico in general. Very safe resort, 24/7 security and gated front. The food is very good and very impressive for an all inclusive. For all men, ipanema is a necessity. The buffet is fresh and always being renewed. The wood burning pizza by the pool is amazing. The mexican restaurant will have you full before you even order your meal. Room service food can be delivered 24/7 and no complaints there. The pool chairs do get taken easily so you need to wake up and reserve a chair with a towel. The swim up bars are amazing- the pool wasn't even crowded, just the chairs. Our mini fridge was restocked daily- as well as the in-room liquor station. The water is purified, as well as the ice to make the drinks- no need to worry. Overall, we had an amazing experience at the Hard Rock and will definitely be returning next year. Would easily recommend to anyone. Keep up the good work Hard Rock!!!

  • Stayed: March 2013, traveled with family
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3  Thank Kate C
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 reviewResponded March 12, 2013

Dear Kate C! Thank you very much for your rocking comments, we are very happy hearing that the service and the staff were absolutely amazing! Were please that you enjoyed the variety of restaurants and that Ipaena was your husband`s favorite. About the pool chairs we are passing your comments to our management team, we are glad that we made you feel as true rockstar`s and wrote a great beat in your hearts. We hope that the year goes by flying so we can get the stage prepared and play by your side all day long.
Keep the good times rolling!!!

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Reviewed March 10, 2013

This was our third trip to the Cancun Palace/ Hard Rock hotel. We were afraid that the glitzy renovation would hurt one of our favorite resorts. I am glad to say that we were pleasantly surprised. There were subtle improvements throughout the resort. The shows were better, there were improvements to the restaurants and the service which we thought was the best anywhere was better than ever. The only mar to the whole trip was a dispute on the $1500 resort credit. Be careful or you will get a surpise at checkout. DO NOT have your points put on the "Hard Rock resort credit card" or the entire credit can only be used in one of their shops. A clerk in one of the jewelry shops told us we had to get the card in order to make a small purchase but once you do all of your points are locked up and can't be used for other items such as excursions etc. We got three different explanations and it is clear that they have the system so confusing that no one really understands how the resort credit actually works. We will come back but will be very careful next time.

Room Tip: Hall ways are noisy at night.
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  • Stayed: March 2013, traveled with friends
    • Value
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3  Thank jgthmc
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 March 11, 2013

Hi jgthmc!! We loved to hear that you have found our new style, decor, and furniture to be of your taste, thank you so much for your kind comments on our staff, they are the heart and soul of our resort and they certainly work hard to make every vacation a rock star experience to all of our valued rockers. We regret to know that you have a bad experience using your Resort Credits, we have passed your concerns to our Vacation Planners Manager to prevent incidence in the future.
We will be waiting for you on your next vacation.
Love all – Serve all

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Reviewed March 10, 2013

Hard Rock Cancun has been thoroughly reviewed so we'll give you our particular impressions.

The beach is great, virtually the same as the other major resort hotels in the middle of the Cancun hotel zone. Simply put, it's a world-class beach. There is no snorkeling here, but for clean sand, clear water and warm, sunny weather, I don't know how you can beat it. Our only complaint is that due to a strong onshore breeze, there were no umbrellas set up for shade on the beach.

The Hard Rock Hotel pool was VERY crowded during Spring Break. Our first day my wife lucked into a couple of loungers and an umbrella for shade. No chance the second day. We ended up instead taking a walk on the beach then returning to our room, as we had already gotten too much sun on day one ;-(

Our son likes the kids club. As I'm writing this, he has been there for four hours and may stay four more.

The food is great. Breakfast is 5-star, with all the American favorites and some Mexican breakfast treats, as well. Nopalitos for breakfast -- yum! The chocolate bread is killer.

It seems from the time breakfast is over nearly to dinner time, they are serving lunch in the pool area. You can get a made-to-order pizza (wood burning oven), beef and chicken tacos, great hamburgers, and probably a dozen other things I haven't tried yet.

For dinner, so far we have enjoyed the Teppanyaki restaurant and the Brazilian steakhouse. In fact, we ate at both last night -- sushi first then steak. We haven't tried the Italian restaurant yet, but are told it is good, too. We probably will skip the Mexican restaurant at dinnertime as we're enjoying fresh tacos, chips and guacamole each day for lunch. Getting into the restaurants does not require reservations but sometimes there is a wait, which can be handled by grabbing a drink while you wait.

Both alcoholic and non-alcoholic drinks are never more than a few yards away. Most rooms even come equipped with in-room liquor, though our connecting rooms in the family wing have only beer and wine. Each day they knock on the door and offer us more of anything we may have consumed, including large bottles of fresh water. In the bars, I suspect the liquor is watered-down, as is common at all-inclusives. At least I don't think I can drink four mojitos in an evening and only feel a slight effect. We haven't seen anyone inebriated. Maybe that goes on in the lobby bar after we've called it a night.

For us, the beach, room, food, and decoration get a big thumbs-up. Service is excellent. Somewhat less exciting is the bait-and-switch $1500 (7 nights) or $500 (3 nights) resort credit. We used ours to go to swim with the dolphins, the tariff for which was $129/person of resort credit and $15/person of real USD (euphemestically labeled a "service charge"). Few other options to use the resort credit seem to work for us, but we are not going to get excited and let it ruin our vacation. Just as the time-share salesmen are not going to ruin our vacation. Attention Hard Rock Hotel management: The time-share selling inside the hotel, and especially the deceptive nature of it where they pretend they are offering a hotel orientation, is not up to your standards. You should re-think this.

Tomorrow we move to the JW Marriott Hotel located right next door. It's not an all-inclusive, so we'll have time to try some restaurants in the hotel zone. Hard Rock has been great but after three days/nights we're looking forward to some new adventures. Enjoy!

Room Tip: We like the lagoon-side room because it is sheltered from the wind. The fifth floor seems to be &qu...
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  • Stayed: November 2012, traveled with family
    • Value
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3  Thank M P
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 reviewResponded March 11, 2013

Hello M P!!! thank you for taking time in your vacation to write to us, it is always great to hear that you loved the resort, the white sandy beach just a few steps from the new and renovated resort, also loved to know that even the little one is having a great time too! We are pleased that you enjoyed your time in our restaurants. It’s great that you took advantage of your Resort Credits and took a deep with the dolphins. You’re truly having a Rock Star experience and feeling the royalty treatment, this is certainly the image we strive to portray.
We cannot wait to welcome you again and roll out the red carpet for you in your next visit to your favorite spot in Cancun: Hard Rock Hotel Cancun.
Rock on!
TAKE TIME TO BE KIND.

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Reviewed March 9, 2013

First, I just wanted to state that overall this trip was a pleasant experience. If you are looking for solitude and quiet, this is not the resort for you. However, if you are looking for an upbeat and fun atmosphere, this is a great place. I will go over some of my experiences through a pro's and cons list.

PROS
1) The food is FANTASTIC! I've been to one other all-inclusive resort that had terrible food and so I didn't know what to expect. The breakfast buffet has anything and everything you want! Whether a light European breakfast or an all-American feast, there's no short supply of selection. Fresh omelets, waffles, pancakes (want fruit or chocolate chips in your pancakes or waffles-just say so!) and french toast. Fruits, meats, breads and lots of juices.
-Rodizio Style Restaurant- Fantastic! Delicious meats, sauces and selections.
-Teppanyaki Restaurant- A great show! Delicious vegetables and meat freshly prepared.
-Italian Restaurant- Artfully styled cuisine
-Pool-Side Eats- Yummy! Huge plates of nachos, yummy burgers, fresh tacos and generous portions.
-Romantic Lobster Dinner on Beach- Beautiful and delicious
2) I loved our room and we had the "lower end" room that didn't have a view or lots of space. The bed was extremely comfortable. The room was always kept clean and the maid staff worked very hard and were honest. LOVED THE HOT TUB in the room! We used that daily. Seated both of us comfortably. The mini-bar in the room is stocked with good liquor, namebrand sodas and juices.
3) The pool is huge and you never feel too crowded. Even though the pool was always packed, there was always a spot for us to chill in the pool.
4) The beach was gorgeous! The staff will dig holes for and set up umbrellas- all you have to do is ask.
5) The entertainment is somewhat cheesy, but they try really hard. If you don't have Cirque de Solei expectations and realize that they are family-oriented and budget friendly shows, then you won't be disappointed. We went to the magic show where I got to participate and that was lots of fun. The Michael Jackson show was a little more boring to me, but the spouse loved it!
6) Good drinks everywhere!
7) Fun bartenders at the pool who did card tricks.
*Please say "Gracias" and "Por Favor" often as they work really hard! Bring some cash too.


CONS
1) The lobby, hallways and main eating area are on almost little to no air conditioning during the day. We were sweating anytime we were walking through the resort.
2) The room did have a very strong musty smell- but what do you expect on the ocean and a hot tub in the room?
3) It's nearly impossible to get a poolside chair. Whether people stake claim with towels or other items (even if they're not around), it's very difficult.
4) Checking-In took 45 minutes even though we didn't have to wait for anyone else before us. They had trouble finding our reservation and also trouble finding what we had already paid. Checking-out was even worse. Even though we arrived 1 1/2 hour early before check-out time, the line was outrageously long and sloooow. We had arranged transportation to the airport and so we were panicking. We went over to the check-in desk and begged a lady to help us out and she did and we were on our way and thankfully we weren't late to the airport. Give yourself lots of time to check-in and check-out. Hopefully you won't encounter these problems but we did.
5) Of course if you're not a timeshare holder, they want to do a high pressure sales meeting. We said we would go just to get the guy off of our back. We then called a day later to cancel. It wasn't a problem and we weren't bothered again with it.
6) The elevators on our side of the resort were down for 2 days. Luckily it wasn't too long of a walk to get to the lobby from the stairs since we were on the 2nd floor. I felt really bad for people up higher who had to walk to the opposite side to use the elevators.
7) There was some kind of a pipe leaking or breakage which caused minor flooding in the lobby. The staff kept the area as safe as possible and marked everything appropriately. This didn't bother us too much since we spent most of our time outside.

In a nutshell, would I recommend this place? Yes! Would I go back? Absolutely!

  • Stayed: March 2013, traveled as a couple
    • Value
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2  Thank Michelle907
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 March 11, 2013

Greetings Michelle907, wow what awesome review!!! Many future rockers will benefit from your comments; we are delighted that you had a fantastic vacation, despite any inconvenience, we are happy to know that you could savor our succulent restaurants and knowing that we met your expectations with our room’s cool style, Thank you too for emphasizing our Staff, we will acknowledge them for making the big difference during your stay. Gracias! for recommend our resort to all of our future visitors, Por favor give us the opportunity to make your next vacation an unforgettable moment here at Hard Rock Hotel Cancun.
ALL IS ONE

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Reviewed March 9, 2013

I would like to say a great big thank you to all the staff at the Hard Rock for making my stay the best. It was our first trip to Mexico and it was wonderful. I would recommend this place to all my friends. The food was great and so was the service. I would like to say a great pool and the beach is very clean. Its got lots of music everywhere you go. The entertainment was great also, never a dull moment.

  • Stayed: February 2013, traveled as a couple
    • Value
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    • Sleep Quality
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1  Thank Mona 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 reviewResponded March 11, 2013

Hola Mona B!!! We are very pleased that you enjoyed your first time in Cancun, Mexico and that you choose the perfect stage to have a blast! We love hearing that our Rocking staff made a great first impression and compose the perfect theme song, they`ll be happy to know their service made your vacation a platinum record! Last but not least thank you so much for your high recommendations! Our future rockers will appreciate them.
You are truly a Rock Star! Keep on rockin’.
LOVE ALL SERVE ALL.

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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
#10 Luxury Hotel in Cancun
#10 On the Beach Hotel in Cancun
#10 Spa Hotel in Cancun
#17 Business Hotel in Cancun
#21 Family Hotel in Cancun
#22 Romantic Hotel in Cancun
Price Range: $403 - $904 (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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