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“Pound for pound the best hotel I've ever stayed in”

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Hard Rock Hotel Cancun
Ranked #10 of 176 Hotels in Cancun
Certificate of Excellence
GreenLeadersGold level
Reviewed July 24, 2013

I've stayed in some good hotels and some great hotels but in brief the Hard Rock Hotel Cancun is for the money the best I have ever stayed in!

We went with two family groups including four 16 year olds and booked a package through Virgin Holidays. It was expensive but absolutely worth every penny.

I won't go into details there are plenty of reviews on this site - my job is to convince you to book!!!

The short version is the publicity material that alleges you will "live like a rock star" - and every word us true.

From quick and efficient check in to jacuzzi tubs in your room. Free in room optics and a never empty in room fridge... Room service 24/7 - all free. Then there's the food.

All inclusive usually means one or two pretty good buffets or maybe a restaurant or two you can't get in - not at the hard rock.... Daytime sees three venues for breakfast, lunchtime BBQ, afternoon pizzas, an ice cream trolley and an always open top quality buffet. Then evening comes and you can also pick from teppanyaki, Asian, Italian, Rodizio, Mexican or pizza - restaurant full, no problem - they page you.

Then there's drinks - branded products for almost 18 hours a day. All served quickly by happy staff.... Too lazy to make one of the four bars? Then waiters and waitresses come to you at your sunbed or table.

The staff are the big plus point here - every one knows there job and every one of them seems happy to give you a rock star experience - it really is too good to be true.

Bad Points? We had a bit of bad service from front of house staff at Ciao and the Resort Credits are almost impossible to use well - but even so we got a cheap trip to Chichen Itsa and some great snorkelling so that alone is a bonus.

I really can't praise Hard Rock Hotel Cancun enough and especially the staff - Rebecca, Margarita, Gabriel, Dinky, Virgilio, Jesus, Angel, Ely - there are many more I could name.

I urge you to ignore the moaners - this id great, our teenagers are still buzzing about it. We did live like rock stars and we thank you for it.

We WILL be back

Stayed: July 2013, traveled with family
5  Thank THEBFB
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 August 7, 2013

Greetings from your friends in Cancun Mexico! THEBFB thank you for your review we are thrilled to hear that this is the best hotel you’ve ever been to and we know is true as the smashing service from opur crew and our rockin’ facilities are the best stage for your vacations. You truly lived to the legend of any rockstar, just chillin’ in your Jacuzzi, drinking margaritas and soaking up the sun at our gorgeous beach, with its soft, white sand and brilliant turquoise-blue water… who wouldn’t want to be back in here!? Thanks for recommending us to all of our readers we hope they also choose Hard Rock Hotel Cancun for their upcoming vacations.
We look forward to open the limo, roll out the red carpet and welcome you as Rock stars! This can only happen in the Hard Rock Hotel Cancun.
Keep the good times rolling!
LOVE ALL SERVE ALL

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5,402 - 5,408 of 9,759 reviews

Reviewed July 23, 2013

This is our families 3rd year going to Cancun Palace/Hard Rock. Last year it was not quite converted over so they were going through some remodeling pains but this year it was completed and looked great. We stayed from 7/13-7/20. The weather was great even though the forecast showed rain. Note: don't pay attention to the weather forecast it's always going to show a chance of rain. The Smash bar was awesome and our bartender Juliane was the best. He was able to make any shot I could think up. He also remembered everyones drink orders. Renoldo in the Zen sushi bar did a great job. We had sushi every night just so he could wait on us. The best resturants in my opinion is Zen and Impenema. Ciao was ok but 1-1/2 hr wait was too long for the quality of food. I recommend doing Xcaret and Xplor as excursions. My son 19, daughter 16, and wife??? had the time of their lives. With us going to the same place each year we had already done all the excursions that use the $1,500 of credits so we used them for the cabana on the beach and tequila. You still have to pay the tax of 11%. The spa was great as usual and we loved the remodeled pool. If you read the hallways are loud in other reviews this is true but don't let it ruin your vacation. It's usually people walking to or from the elevater and don't realize how loud the accustics are. You're on vaction don't sweat the small stuff. Oh one other thing. The beds are suppose to be queen but i find them to be very small. I'm 6'1 and didn't sleep very comfortably all week.

Room Tip: Corner rooms with ocean view are the best for space.
  • Stayed: July 2013, traveled with family
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1  Thank Anthony0531
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 August 7, 2013

Thanks for your review Anthony0531,! It’s good to hear that you were here last year during the transition process and this time found our resort new look and facilities awesome! The smash bar is one of our hot spots and Julian takes good care of our rockers he truly rocks! Same goes to Reynaldo at Zen, thanks for mention them, we will make sure to pass on your words to them. We are thrilled hearing that the whole family had a blast you are our rock stars!! Thanks again and keep on rocking!!
SAVE THE PLANET

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Reviewed July 22, 2013 via mobile

This resort is definitely very beautiful!!! The resort is very clean all around!!! The pool is the best pool I have ever been in with the most breathtaking view!!! The food during lunch time is the BEST food u will ever have at any resort!!! Look for Sarah the waitress she is sooo fun!!! Now to the bad: the entertainment is so boring!! They tried for a few hours and then they were gone!! No games nothing!!! They definitely need to go get some lessons from the star friends at the iberostar cancun!!! The night shows were too early every night and were nothing special!! They don't get the audience involved and was typical!! I went with two other couples and we were bored every night!!! The following month went to Iberostar cancun and was blown away by the entertainment throughout the day!!! I did miss the great pool and the delicious lunch that hard rock offered but had way way way more fun at the iberostar!!!

  • Stayed: May 2013
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2  Thank Susu7575
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 August 2, 2013

Hi Susu7575, thank you for your review, we are glad that you loved our resort and took pleasure at out infinity pool with its astonishing view at the Caribbean sea, the view is simply amazing! Thanks for mentioning that Sarah rocked your world! We will pass on your words to her. Hard Rock is all about music and fun; we have plenty of activities and fun stuff to do, really the entertainment team is a great resource to find out the evening activities and nightlife in & out of the resort. We offer evening shows, live music, karaoke, dance club and much more. However we will pass on your feedback to our team so they can work on it to revamp your rock n roll vacations! That’s the rock star lifestyle!
Hang with the band and let´s rock!
LOVE ALL SERVE ALL

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Reviewed July 22, 2013

Stayed in the Hard Rock for 2 weeks 24 June to 9 July, we had a great holiday and thought the hotel was excellent.
We were disappointed by some of the restaurants, Frida (Mexican) was not very good at all, the service was shocking and we left very disappointed, Ciao (Italian) we tried twice thinking we just had a bad night, but the food was edible and that’s about it, the service was better in here but not much better. We enjoyed Ipanema (Brazilian) food good but the service was a bit hit and miss we went three times and the service was good on only one occasion, we think they forgot about us on the third visit since nobody came to our table with food or replenished our requested drinks for 40 minutes. We left and nobody noticed. Our favourite was the Zen (Asian) the food was excellent and we managed to get a table for the show cooking a couple of times this was very entertaining but you do need to wait at least 40 minutes for a table, even going early at 6.30 you would be unable to get a table pretty much anywhere in the speciality restaurants but they gave you a buzzer and you could get a drink and chill so wasn’t really a big deal. The food was always good in The Market, which was the buffet restaurant, there was no reason to go hungry if you didn’t enjoy your food in the speciality restaurants then you just needed to head down to the market and eat as much as you wanted and the service was always good. The best thing for us though was the fact that all of the restaurants had a pretty laid back attitude to dress code, we have been to a lot of 5* hotels that have a dress code for men and insist they wear long trousers and dress shoes, but not at Hard Rock, everyone was still smart but men could wear shorts to dinner and pretty much any kind of footwear. Smart and casual was the dress code at the Hard Rock and we loved that.

We had our 12 yr old daughter with us and decided to book a family suit, I can thoroughly recommend this, we had two deluxe connecting suites, one with a king size bed and our daughters room had two double beds, there was plenty of room to move around and she loved having her own room and her privacy, both rooms have their own balconies although it would have been good to have connecting balconies, but I suppose that the rooms are not always going to be used for families together. She also had an Xbox in the room but we had to wait a few days to get any games because they had been given out. I cannot imagine how cramped the room would be if we had all bunked down in one room, since the double Jacuzzi takes up a fair bit of space in the room, therefore if its affordable splash out on the family suites its well worth it. There were lots of storage space for hanging clothes and more than enough drawers. We got a turn down service only once, no big deal we know how to turn our own beds down. The rooms were cleaned every day although the balcony was not cleaned, we had to phone housekeeping to request someone clean our balcony, we had some messy neighbours above us who thought that it was good idea to throw things out over their balcony and since our balcony was bigger and jutted out further than the ones above we seemed to get all the rubbish landing in ours, again no big deal the cleaner arrived within 20 minutes and we had a nice clean balcony, we did have to remind our room cleaner on several occasions to clean the balcony, if we were around, if not he just left it dirty, no biggy, assistance was only a phone call away.
The entertainment was fab, we particularly loved the Pop Idol night, and the Beach Boy night and the Battle of the Bands night on 4th July and really every night we loved the entertainment, we were early to bed so after the live entertainment ended about 11.00 we went to our room and had a cocktail in the balcony so I don’t know what else went on after that.
The staff are excellent, they went out of their way to help in any way they could, every morning at breakfast we were greeted with a smile by Lucy and Karla, who knew our names after a couple of days and knew where we liked to sit in the Market, we would be hard pressed to pick out any individual members of staff because they were all so good, they were happy to assist in any request you had whether you tipped them or not. The only negative I have regarding the staff were the ones on reception, they were a right sour bunch of people, who seemed to be happy not to help. We avoided them whenever possible, so check in and then hopefully you will only need to see them again on check out.
We loved the hotel and would not hesitate to go back again.

Room Tip: Get a family room if there's more than two of you, it would be really cramped with 3 beds in the...
  • Stayed: June 2013, traveled with family
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3  Thank katemul9x
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 July 30, 2013

Hello katemul9x, thank you very much for your amazing and detailed review!
We are overjoyed to know that you felt the charming atmosphere of our resort and feel the exceptional service provided by our staff, we always try to provide a service that is at the height of the most famous Rock Stars.
We are so pleased reading your excellent comments about our restaurants, the pools and the beach. About your comments on the echo in the hallways we have shared them with key people in our organization for further review.
We look forward to see you every year and be part of our family!! The Hard Rock Hotel Cancun crew stands up and we say: for those about to rock, we salute you!!
Rock the show!!!
LOVE ALL SERVE ALL

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Reviewed July 21, 2013

let me first write that I have seen many reviews... a lot of complements and some major critics,,, so at first being my 2nd time here {2years ago The Cancun Palace} wasn sure what I was going to get... my husband, son and 3 other families had a GREAT TIME!!! From the moment we arrived to the day we checked out, our vacation at the HRH was amazing, Food was exceptional. many choices of restaurants to choose from.. our rooms were roomy, clean with beautiful ocean views,
the staff wonderful, service exceptional,. there was always something to do or nothing to do if that suited you. the kids (ages 9-15} were so busy never bored... a special thanks to Angel, the bartender, Dario our breakfast and lunch waiter, Adrian and Paula at the rock spa, Henry at the brazillian steak house, Kevin, Kikki ,Natasha, and Psy the entertainers.. thanks for making our trip so memorable...,we all cant wait to come back!!! AMAZING VACATION

  • Stayed: July 2013, traveled with friends
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2  Thank dom s
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 July 30, 2013

Hi there dom s! Thanks for your review! we are thrilled to hear that you had a blast with us and loved the resort from the moment you arrived to the day you checked out, from your stylish room to every restaurant and felt the true rock star service from the staff, they bend over backwards to make of your vacations a rock n´ roll fantasy! Thanks for mentioning so many of them; we will pass on your words to them. We can´t wait to welcome you all pretty soon and spoil you rotten! Keep on rocking!
LOVE ALL SERVE ALL

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Reviewed July 21, 2013

We Used GoldKey Travel Of Novi, MI To Book Our Trip And They Told Us That We Would Love It. They Were Right We Did From The Moment We Arrived. The Staff, Hotel, Food Were Awesome. This Was The First Time We Have Ever Done Anything Like This And Were Very Happy With Our Choice. Just Before Our Trip My Friends Told Me About Trip Advisor To See What People Were Saying. So Yes I Checked It And Was Very Scared About What We Got OuRselves Into. But My Friend Told Me Just To Be Prepared For Anything And ToTake Our Own Medicines With Us InCase We Get Sick. But We Didn't Have A Problem. Matter Of Fact We Got Home Yesterday And Already Planning Our Next Trip. We Suggest You To Go To This Hotel And You Will Enjoy It Totally.

  • Stayed: July 2013
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1  Thank jcsalsa
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 July 30, 2013

Hello jcsalsa, thank you for your review, we are very pleased to hear that you had a blast with us and already planning your next trip! Thanks again for recommending us and now let us take care of you and spoil you rotten in your next visit to your favorite stage: Hard Rock Hotel Cancun.
Expect the unexpected!
ALL IS ONE

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Reviewed July 21, 2013

We recently returned from our fabulous trip to Cancun where we were lucky enough to stay at the Hard Rock!! I traveled with my family along with 2 of my neighbors and their families as well. All together we had a group of 6 adults and 6 kids ranging in age from 5-10. I can't say enough good things about the hotel and the amenities.

1. Checking in - First upon arrival we were greeted with a flower for each of us and a nice cool towel to wash up with. As we walked in to check in to the hotel, we were given juice. Our rooms were ready right away and while we had requested rooms close together it could not be accommodated. Of course we understood that the hotel was booked up, that is what happens when you travel during summer vacation.

2. Kids club - Since we had so many kids with us, we were eager to find the kids club and we were not disappointed. They had plenty of activities to keep the kids busy along with their own pool area with slides. While our kids didn't spend the entire day there, it was nice to be able to drop them off for an hour or two so the adults could relax. We were nervous that the older kids would get bored, but they asked to go there!

3. Pool area - the pool area is somewhat crowded, but again what do you expect in July? However, it was not as crowded as we expected. There was plenty of room and the there was a big enough shallow area for kids that were not good swimmers. We definitely had to get up early to get our chairs but that worked well for us anyway.

4. Rooms - our room was really great and clean with an amazing ocean view. It was cleaned daily, sometimes twice a day. We were given fresh towels upon request and many times the staff knocked on the door to change them out.

5. Food - 2 of the kids in our group have some serious food allergies and we had absolutely no problem with feeding them. We absolutely LOVED the food in the buffet. The fish and chicken were made to order along with the omelettes, waffles and pancakes during breakfast time. The area was clean and I noticed that if the food had been out for a little too long it was changed out even if there was still some left in the tray. The Asian restaurant Zen has a hibachi and our chef was so much fun. The Mexican restaurant had the best margaritas! Be sure to try the tamarind margarita, it is amazing! The Italian restaurant's food was great as well as was the pizza by the pool. While others have said the food was just ok, I really don't know what they expect. This was an all inclusive place where they really catered to everyone's needs.

6. Staff - 99 percent of the staff went out of their way for us! The only complaint of our entire trip would be the hostess at Ciao, the Italian restaurant. Her name was Sandy and she was extremely rude about our table. She wouldn't seat us until everyone was there and when my friend stepped out to get everyone (she was gone for 1 minute) she gave our table away! However, I can't stress enough how much the rest of the staff made up for her behavior! Especially Noe! We were apologized to profusely and he went out of his way to be hospitable, bringing us a nice bottle of wine along with special food items that were prepared just for us. He really went above and beyond with making it up to us. As I said previously the rest of the staff was amazing, they always had a smile on their face and got us anything we asked for.

There are so many other great things about the hotel, the spa, the nighttime shows, etc. I can't fit them all in! So again a shout out to NOE for all he did for us. As well as Kikass (yes that is her name) and the entire entertainment staff, we had a great time and did not want to leave!

  • Stayed: July 2013, traveled with family
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1  Thank npartap
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 July 30, 2013

Wow, thank you very much for such a wonderful and detailed review npartap! We are so pleased to hear that your vacations were amazing and you have nothing but great comments about our staff’s service and the hotel amenities; nothing rocks our world more than hearing you enjoyed every moment in our resort from the check-in to the rooms, from the pools to the beach, and from the food at our restaurants to the staff service, thanks for your nice comments, we will let them know you thought they are awesome, especially to Noe, we know he will appreciate it.
We are happy to know the staff´s hard work pays off with great comments like yours. We can’t wait to welcome you all back you are our true rock stars and we are your fans, ready to do everything to make of your vacations a rock n’ roll fantasy!
Expect the unexpected!
TAKE TIME TO BE KIND

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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: $368 - $824 (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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