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“Hard Rock Cancun”

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Hard Rock Hotel Cancun
Ranked #10 of 175 Hotels in Cancun
Certificate of Excellence
GreenLeadersGold level
Unionville, Michigan
Level 3 Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“Hard Rock Cancun”
Reviewed May 9, 2013

WOW! I'd hate to be a hotel owner on the beach strip in Cancun and have to compete with the all new Hard Rock Cancun!. Hard Rock (HR) Cancun is setting entirely new standards in all-inclusive excellence, not to mention record occupancy levels.
We spent a glorious week at HR Cancun in late April and can't say enough good things about it. Everything and everyone involved with this great new resort was world class.
Our butlers, Carlos "Charly" Marin and Jacob, absolutely went out of their way to make certain that our every need was met. Way to go guys!
Bruno Silva, Executive Chef at HR, put on the best "chefs dinner" we've ever attended. When my wife requested lobster for an evening's dinner she was served the biggest and best lobster tail we've ever seen. Bruno saw to it that I, on the other hand, received an outstanding piece of Kobe beef that was "to die for". Thanks Bruno.
Should you want a great glass of premium wine, Sommelier Nelson Bouchet is the man to turn to. Nelson was always ready to make an intelligent and appropriate suggestion for a wine to best suit your dinner selection. He also conducted a very entertaining and enlightening wine tasting. You're the best, Nelson, thanks for being there.
And, if you decide to take the resort "tour", hook up with Sales Manager Miguel Becerra. Miguel will always give you the "straight skinny" and you can rest assured he's not sugar coating the facts just to make a sale. We've dealt with Miguel for many years now and always look forward to renewing our friendship when returning.
If you're looking for a relaxing vacation with all the amenities, then Hard Rock Cancun is the place for you. You'll come home from HR Cancun relaxed, refreshed, and feeling like you got your "nickel's worth". We enjoyed it so much we're going back in August and again in November!
Thanks, too, to so many other resort employees: beach personnel, bar tenders, wait staff, cleaning and room attendants, entertainers, concierge staff, etc., etc., etc. that we can't possibly name them all. You were all outstanding and we appreciate you!!

Room Tip: Try to claim a room on the ocean side of the resort and preferably on one of their concierge levels.
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  • Stayed April 2013, traveled as a couple
    • Value
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Helpful?
2 Thank corthillman
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, May 10, 2013
Hi corthillman, thank you for your awesome review, we appreciate your comments. We are pleased to hear that you felt the true royal treatment from our staff and even happier to agree with you that we have been breaking occupancy levels and our visitors are becoming raving fans; this is the type of memories we strive to deliver to our valued rock stars. Thanks for mentioning so many of the Hard Rockers that work at the hotel, we will let them know they rocked your world! We can’t wait to roll out the red carpet to welcome you next August! Expect the unexpected.
TAKE TIME TO BE KIND
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Prague, Czech Republic
Level 1 Contributor
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed May 9, 2013

There is great cusine in this hotel-in five restaurations:Brasillian,Mexican,Italian,Asian and Market with special actions as Steak night,Fish and seafruits....In ground floor of hotel is wonderful bar with best barman Felix and his companeros..I miss amazing nights in this bar.Thanks,Gracias!!!

  • Stayed March 2013, traveled as a couple
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Helpful?
1 Thank RadovanPrvni
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, May 10, 2013
Hello RadovanPrvni, thank you very much for your review! We are happy that you loved the various restaurants and partied like a rock star with Felix flairtending at the Lobby bar. We hope you visit us again soon to hang with the band! ALL IS ONE
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Weston, Florida
Level 3 Contributor
9 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed May 8, 2013

Had a great time at hard rock cancun, good food, service, drinks, pools, beach. Overall a great package, only downside and reason why I didn't give 5 stars is noise problem in the rooms as mentioned in many reviews, however I wouldn't hesitate to stay at HRC again, great hotel...

Room Tip: Third floor has pools which are almost private, you can walk to from your balcony
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  • Stayed April 2013, traveled with family
    • Value
    • Location
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    • Cleanliness
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Helpful?
2 Thank RGTennis
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, May 10, 2013
Hello RGTennis, thank you for the short and sweet review! We are happy to hear you enjoyed your stay at our great hotel; we appreciate your feedback and will share it with our Management team. Can’t wait to see you again! Keep the good times rolling!
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Belmar, New Jersey
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed May 8, 2013

Spent 2 weeks at this new Hard Rock in Cancun.....had fun, the people were great and so was the hotel. Below is a list of the people that run the hotel and made our vacation the best ever!

Consuelo Villagas, Concierge - Everything we needed or wanted she was always there for us.
Liz Sierra – Look for Liz, she can get what you need, ANYTIME!
Xavier Vazquez – Our Main Man. So nice. A pleasure to work with.
Nelson Bouchet – Ahhhhh! You want good wine; just ask Nelson….What fun! He is your Sommelier Bravo!!
Ciao = Italian Restaurant – Head Waiter Pablo, Vladimir, Pio and a great pianist Augustine had a fabulous dinner and a great evening, Thanks Guys!
Minguel Becerra – Anything you need to know about the Hard Rock, He’s your man and a nice person!
Steak House (Brazilian Restaurant) Headwaiter Edwin Great Job, Damien, and Jorge. The best waiters thanks for the great food!
The Market Restaurant – Great Job – Good Food, Wonderful People. Hector, Bety, Juan Carlos (Mayo) Lucy – Hostess
Pool & Towels Victor always there to open my umbrella or give me a towel.
Pool Waitress - Cecilia and Concepcion – Always had a drink ready for us!
Beauty Salon – Nails & Feet, What a great day! Laity (Leticia) and Karen my husband (Massage Rosa Luis) and my massage (Mary = Rose Mary)
Entertainment – Don’t miss the shows every night and the Great Guys that run it. J.P., Psy, & Kevin. Fun, Fun, Fun.

Last but not least – Miguel Gomaz, Bell Captain and Virgilio The Bellboy – Great Job… Such a pleasure to meet!

Adios Hard Rock, Cancun, See you next year!!

Anita (Chiquita Banana) and Joe Sanzio

  • Stayed May 2013, traveled as a couple
    • Value
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Helpful?
4 Thank jcsanzio
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, May 10, 2013
Hola jcsanzio, thank you very much for your awesome review. We love hearing when our staff members deliver a service that rocks! Thank you for taking the time to mention so many of our crew members and to let us know that they rocked your world. You may rest assured that we are going to acknowledge our Management Team about the smashing service they provided; we have implemented a reward program for our staff members that our guests kindly mention in their reviews. We would love to roll out the red carpet for you next year, rock on!
TAKE TIME TO BE KIND
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Saint Peter, Minnesota
Level 4 Contributor
11 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed May 8, 2013

Hard Rock is a "fun" resort. If your vacation wants, is to play - and you get bored easily, perfect resort option for you. Plenty of activity at all times of the day, all ages. Battle of the Bands (Band Delay was amazing), playing pool at the bar with new friends you just met from another country, hanging out at the pool, there is never a dull moment. This resort is not for the guest who wants relaxation and romance, that's next door. If you want to hang loose, have fun - letting your inner wild child out, Hard Rock Cancun is the ticket.
Not saying it goes without flaws, there are some. Check In needs to be organized better. Check-In counters, for the numbers arriving in at one time - do not work. To many employees behind the counter, aside the counter, running around the counter doing to many tasks. It appears to be chaos and puts a weary arriving guest on edge. I was not explained/briefed upon arrival. If the room is not ready, I am early (not thinking 2:30pm is overly early), fine, just give me a brief explanation using the typical mantra "you are here, this is there, etc..", simple instructions would be a nice add. Resort map on the key card would even be nice, and not killing useless trees from the Amazon Forest. Explain, being weary from traveling for 14hrs, while you wait, this restaurant is open, this is the nearest bar, relax, come back, we will have your room ready." Much better then nothing but pointing, stand/sit over there and come back in about half hour (which turns into another half hour, another half hour). Guests should not be the ones trying to figure where elevators are, where restaurants/bars are located. I am told there was an interaction map after a few days, touch screen to use as a directory. Well, then explain explain, explain. If this was the only flaw, not a deal breaker? But at this price I should be informed, and first impressions make the world of difference. It is a small initial irritation. Really, it was the only negative, as this is a learning experience for them, being newly re-branded, this kink they will work out on their own time. It just takes someone to bring it to their attention. Re-plan, re-work the check in situation. Make it a smooth experience.
Rooms are large, Hard Rock vibe to them. You can learn how to play guitar from your TV while soaking in the over-sized two person tub. Room Service menu is good and prompt when served (when they remember to replace one in your room), safe deposit box large enough for laptops, hairdryers, slippers and robes with double sinks. Floors 10-11-12 balconies are smaller then floors below. Ocean View rooms have breathtaking views, sunrise. Lagoon View rooms same decor, sunset views, lagoon entrance views.
Food was very good, plenty of it, personal service always above and beyond. Negative was after day one apparently Mojito's where off the menu, ran out of mint leaves through out resort and the remainder of stay. Zen was a great experience. Agree with other postings - the resorts AC needs to be addressed. Most areas felt warm, Zen especially.
Resort Credit is not hard to understand, you only pay tax upon what you have used, mandatory per government, not resort. I over heard some people complaining, but I think it is because they do not understand it. If you spent all your credit - your tax is only around $165. If you used all your credit, you received more then $165 worth of goods/items. You do not have to use them, think of them as a bonus item, along with other bonuses - free wi-fi. free calls from room, most other resorts do not offer this.
Pool was one of the best pools around. Two swim-up bars on both sides, large and entertaining. Beach fantastic. The highlight of this resort is their entertainment, pool and fun. Kids all seemed to enjoy themselves, and adults. Great property for all ages. Very few resorts have the ability to cater to a true multi-generation, and this one checks every box.
Overall grade would be higher but few glitches at check in, price point, and missing mint leaves for mojitos put it at 4 of 5. Leonardo, Concierge Floor 12, went above and beyond (trust me I tested him with a few tasks, he accomplished them all in no time, with a smile...excellent), Manuel L. amongst others at this resort make it all a great experience. Service is friendly, and helpful. It's one of those places, that you do not realize until your home - "Wow, that was fun !!!" .... Hard Rock grows on you...in a good way, making you miss it.

Room Tip: Rooms Floor 10-11-12 have smaller balconies. Ocean View rooms have breathtaking views. When comple...
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  • Stayed April 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank hometown
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, May 10, 2013
Hello hometown, thanks for the awesome review! We are pleased knowing you had a great stay! And thrilled to hear that you found our rooms to be unique and spacious and lived the ultimate rock star experience while strumming your guitar at your Jacuzzi, now that’s rock n' roll!
Thank you very much for your great feedback rest assured we are sharing your comments with our Management for further review. In Hard Rock Hotel Cancun we love to hear from our rock stars, and to help us achieve this, your feedback is really important to us. Thanks again we will let Leonardo know he rocked your world and we look forward to welcome you again soon.
Live large! ALL IS ONE
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Ontario, Canada
Level 2 Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed May 7, 2013

Spent a week at hotel on April 11-18/13. It was a family trip with my husband and 24 year old twin daughters to celebrate they birthday and both of them finishing up their master degrees in University. We had a amazing time and made many special memories. The hotel is beautiful and has a wonderful beach. Our rooms were facing the lagoon but were still great and had lovely sunsets. Food was plentiful and we went to all restaurants with Zen being our favorite only had no air conditioning. Actually that was one problem with the hotel, the lack of air conditioning in the restaurants and lobby bar. Our air in room was not great--I kept turning it down and it did not adjust properly. Also having only one bar in lobby for a busy hotel was not enough in the evening. The shows at night were impressive--loved the battle of the rock bands---could not stop dancing! We used most of the resort credits and had a lot of fun. Went zip lining and had a blast! All four of us had a terrific massage at the spa, lobster dinner on the beach, attended a wine testing and had family photos done! Met some great people and weather was very hot! Pool area busy and people too many people hogged lawn chairs. We spent our days on the beach and played in the waves. Service was great and the employees are very friendly and are hard workers. Any issues were small from two problems with our save in one room, and bar not filled daily and we asked for white wine, but all were dealt with quickly and professionally. Also went by local bus to a nearby market one morning. We are already thinking about travelling next winter to another Hard Rock, since we had such a great time! Thanks out to all the hard working people working at this hotel--you made this family's experience and get away from the snow one that we will treasure!!!!

  • Stayed April 2013, traveled with family
    • Value
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    • Cleanliness
    • Service
Helpful?
4 Thank twinmom47
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, May 10, 2013
Hi twinmom47, greetings from your friends in Cancun! the crew wants to congratulate your twin daughters for their master degrees in University and to celebrate we’re giving you a standing ovation all the way from sunny Mexico! We are pleased to know that your family vacations were a double platinum hit and that you shared a special time as family and made many special memories!, that is what we are all about and we hope we can welcome you soon to make another double hit here at your favorite stage: Hard Rock Hotel Cancun.
Keep the band together!
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Hillsdale, New Jersey, United States
Level 4 Contributor
34 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed May 7, 2013

The hotel use to be called The Cancun Beach Palace, now it's a Hard Rock. It use to be known for service that was above and beyond, now the service ok when you get some. Their people use to be happy and greatious and there was always someone around for help, now they are noticeably less people that are mostly friendly, as if worried they too will lose their jobs.
We booked our reservation 4 months in advance, when we arrived it was not at all what we asked for & it was a hassle to change what they screwed up. They wanted to charge us extra for changing the room that we didn't request to what we did, but after needing to raise our voices & draw attention to their errors, they didn't charge us.
We have a young child and the pool for children was closed for 2 1/2 days while they "repaired" it. Each day we asked when they would be refilling it, and each day they answered 2 hours; as if they actually knew it wouldn't be today or tomorrow. Then there was the music at the shows, If your hard of hearing you'll love it, but if you hear well you'll find it a bit LOUD. We walked out of 4 of the 6 shows because of the screaming noise they called music. I hate to see my son crying because the music is so loud.
You want to relax at the Spa, sure, but remember that if you change the service due to sun burn, you will be charged for both services whether you do them or not. I booked a Hot Stone, but needed to change it due to a burn on my back. The receptionist was nasty and after I told her "your insurance better be up to date because when you hurt me I will sue the hell out of this place," then she reluctantly changed my appointment to a lesser service, but charged for the more expensive service (not done). The Spa's only saving grace is that the service performed was really great and relaxing, but when I complained to the receptionist about being erroneously charged, she said that because I didn't inform them 24 hours in advance I was liable. So I went into the hotel to the Customer assistance desk where they said the'd let me know the outcome after talking to the Spa. Well, I check several times at the desk, but at checkout I was charged any way.( Great service again!)
Sure there were good things too: The food was as it always is, top notch; the pool service by Margarita (yes it is actually her name) was great. She was always helpful and prompt with drinks or food in requested. Again the food was mostly great in the restaurants (we didn't like the Brazilian restaurant, it all tasted the same because it was all cooked on spits over a fire).
Yes it's a party hotel with GREAT drinks all top notch, but there is more to a vacation then being drunk all the time.

We have been members of Palace resorts for 5 years and have always loved this hotel until now. We have spent each year vacationing at this hotel until now. We decided that next year we will not be going to Cancun for vacation because our favorite hotel is gone! I have spoken with a lot of the employees of the Hard Rock Cancun and quietly they all agree it isn't the same. I met quite a few members & we all agree the change was not for the better.
The hotel use to be for families (and there were a lot of families with young children), but it is now being directed for an age group of 16-30. Not for children or adults.

Room Tip: There is nothing better than an ocean view, the beauty is breath taking.
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  • Stayed April 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Christopher D
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, May 10, 2013
Hello Christopher D, thank you for your review. We are glad that you enjoyed the rock star service! And we will let Margarita know that you thought her service rocks! It’s great to hear that you loved the food at our restaurants and that you found a few of them that were made with you in mind and we will share your comments about Ipanema with our Executive Chef thanks! We sincerely hope we can roll out the red carpet and welcome you again to give you an authentic rock star experience and spoil you rotten. Keep the Hard Rock memories!
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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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