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Reviews (11,707)
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Reviewed August 3, 2013

I will like to thank Carolina and Leidy for there assistance during my stay at the hotel. They were very courteous and professional. They make sure i have what I needed it. Also, Carolina personally took care of a situation with another employee from guest advisor service. She listened to my concerns and took prompt action in communicating this incident to the appropriate department in order to resolve the problem and for this never to happened in the near future.
Indeed, Hard Rock Hotel & Casino, inc. is fortunate to have such great employees, who makes a great difference on peoples pleasant vacations.

Room Tip: Higher floor
  • Stayed: July 2013, traveled solo
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2  Thank Maruchi215
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 30, 2013

Hello Maruchi215, thank you very much for your short and great review, the staff is the soul of our resort and we are thrilled hearing that they rolled out the red carpet for you because you are a true rock star! Indeed our staff is the soul of the resort, they make this rock story a double platinum hit! Be sure we will let Carolina and Leidy know they rocked! Please do not hesitate to contact us to help you plan your next trip and pamper you some more! We recommend you stay posted on our official website for future shows, promotions and more!

Rock on!
- ALL IS ONE -

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 3, 2013

My husband and kids (age13 and 17) visited Cancun June 22 for 5 days. As soon as we arrived hot towels and a drink were given to us. Throughout our stay, the service was friendly and professional. While at the beach, I never had to go to the pool bar for a drink because service was there. The entertainment lobby was awesome with kids, teens, and adults enjoying playing pool, shuffleboard, or sitting in the most comfortable sofas and chairs. There was always a place to sit. Again, service was everywhere. The restaurants were great but our favorite was the Zen. It's so good we went there twice. No reservations needed. Just show up. The pool was great looking over the sea. There was always music and you can hear it to the beach...loved it! However, if you want a good spot at the pool, you need to be there at 7am to reserve with your towel. Also at the beach, about 8am I was there and got a good spot. Because of the service, this hotel should be 5 stars! We will come back here again and again...

Room Tip: Reserve sea side, right side facing the beach. The music is always playing on the other side.
  • Stayed: June 2013, traveled with family
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3  Thank jdchanel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Care Manager at Hard Rock Hotel Cancun, responded to this reviewResponded August 31, 2013

Hello jdchanel! Wow thanks for the great review! We are so thrilled that you had the epic service you deserve and that you enjoyed the rock star experience. As a family friendly resort, we are glad that all your family of rockers were part of the band and dance to the beat of our music. Please do not hesitate to contact us to help you plan your next trip and roll out the red carpet! Stay tuned on our official website for future shows, promotions and more!

Rock on!
- SAVE THE PLANET! –

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Reviewed August 2, 2013

I read every review on this site before booking our vacation here and every negative review was spot on. I requested an ocean view on a high floor due to all the loud noise reviews that are posted here. Upon checking in, we were given keys to a low floor lagoon side overlooking the loading dock and tour bus driveway. I asked to be moved but of course they had nothing else. This hotel is extremely loud!!!! It reminded me of a Las Vegas casino hotel walking thru the lobby to get to the elevators. I probably could have dealt with the noisy common areas but I draw the line with getting woken up at 2:30am each morning by loud drunk people in the hallways. The Japanese restaurant is just ok, the Brazilian steakhouse is terrible based on the low quality meat. The Mexican restaurant was closed due to all the rain and the buffet is worse then a college cafeteria. There are many low class people that stay here just getting messed up on the free booze and these are the same people one must fight with at the buffets in order to get food. The funny thing is all these drunks are not spring breakers, they are older people in their 30's - 40's. I cannot stress enough how terrible this hotel is, it does fit a certain crowd but just not what my family enjoys. The people working here, except at the front desk, are very nice and try to accommodate you. We found the jetted tubs in our family suite to be useless and just took up space. On our second day here they started to make repairs to the stucco exterior and this was noisy as hell. There were many Mexican nationals vacationing here who were also very rude and obnoxious. There are two little areas at the pool that have small hot tubs that were closed off to the guests because they were always reserved for Hard Rock and Palace VIP guests, mostly Mexican nationals. If you enjoy a drunken, loud frat party, then stay here. The Michael Jackson show was the best thing here. We checked out after staying just two nights and went to the Royal Haciendas resort in Playa Del Carmen. We have stayed at Royal Resorts before and it is a great family place. We highly recommend Royal Resorts in Cancun and Playa, first class rooms and food, same price as Hard Rock. I cannot believe the number of positive reviews for the Hard Rock on this site. By the way, this property is very tired and it shows

  • Stayed: July 2013, traveled with family
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3  Thank Travelguy69
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Care Manager at Hard Rock Hotel Cancun, responded to this reviewResponded September 3, 2013

Dear Travelguy69, we would like to thank you for taking the time to post a review, as it is how we know how we are doing. We are sorry to hear that you did not enjoy the rock star experience and that our vibe did not correspond to your vacation tastes. Nevertheless, we take your comments seriously and passed them on to our management team and various key people in order to improve our services and facilities. On the other hand, we are glad to know that our staff members were the highlight of your stay.

-LOVE ALL, SERVE ALL-

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Reviewed August 2, 2013

Just returned from a week stay at the Hard Rock, Cancun on July 31st. This is my second time to this hotel, once 3 years ago when it was Cancun Palace. Overall the vacation was awesome. I've taken the liberty of rating each individual category which indicates why I couldnt give the 5 star rating to the hotel. Rating scale 10 - best 1 - worst

Service - 10 - at every corner there is someone genuinely willing to assist you ... special props go out to JJ on the beach who tirelessly got us drinks and food

Entertainment - 10 - Every day Daniel and others entertained us by the pool with different activities all involving guests from the pool area - dancing, dart board, foosball, push up water aerobics etc contests as well as volleyball and water volleyball. At night we attended tribute to Beatles (excellent), break-dancing show (excellent) and Tribute to Michael Jackson show (ok). The central bar area was a nice place to end the night with a couple drinks and a game of pool. The kids 7-24 ish also were able to dance in a dj spinning dance floor area where the churascarria is located.

Food/Drinks - 7 - Food was "ok" There were certain items like the flank steak grilled outdoors and the Paella which was nice but the restaurants, with the exception of Zen were average. This could also be that we live in a city that thrives on culinary excellence. Drinks were top shelf liquor and couldnt ask for more.

Room - 7.5 Room was adequate for our 3 person family - the presidential suites on the corner were awesome with their balconies (sister's family stayed there). It seems the hot tub in the room just takes up too much space - the hotel should remove 1/2 of these and increase the size of the room and put queen beds in the rooms (existing room has two double beds). Tough for a couple to sleep in a double bed especially when I am 6'2". Our balcony was narrow but sufficient.

Beach - 10 - I've been to Greece, Australia, Italy, Spain and the turqoise water in Cancun is as good or better than all those places. The beach was also very wide with great sand and if your lucky, you might be able to see a sea turtle at night laying her eggs on the beach.

Pool - 10 - great big pool with swim up bar and cold tubs.....and great entertainment as mentioned

Rock Spa - 9 - Spa was nice and with the $300 credit they give you - a must use. Waiting room is small but thats not why your in there .... masseuse and manicure and pedicure professionals excellent!

General Areas - 7 - nicely decorated but needed more A/C!!!!!!

Word of caution for light sleepers - request a room away from the elevator because everything in the hallways are audible in the rooms....we stayed in room 742 but liked the convenience of gettting off the elevator, right to our room - trade off.

  • Stayed: July 2013, traveled with family
    • Value
    • Location
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2  Thank George P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Care Manager at Hard Rock Hotel Cancun, responded to this reviewResponded September 10, 2013

Hi George P! Thanks for your very detailed review. We are glad to hear that you had an awesome time in our revamped stage and that the scenery was a piece of paradise on earth. We are happy to know that the highlight of your stay is our staff members and that they managed to roll out the red carpet for the rock stars you are. Please do not hesitate to contact us to help you plan your next trip and spoil you rotten! Stay tuned on our official website for future shows, promotions and more!

Rock on!
-LOVE ALL SERVE ALL-

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Reviewed August 1, 2013

Just returned from a week stay at the Hard Rock. Overall the experience was excellent. The entertainment staff is second to none. My family and I enjoyed all the activities and the daily shows. The service was great everywhere around the resort. The A la Carte restaurants were good. Our favorites being Ciao and Zen. The Market was mediocre at best. There was an abundance of food options around the pool area. Freshly grilled steaks, hamburgers, hotdogs and fish just to name a few. Chicken quesadillas and steak fajitas were available at either end of the pool bars. Service to the beach was fast and often.

The use of the resort credits were great if you booked the Spa or excursions. There are many restrictions on the use of the credits for shopping in the lobby stores with most items grossly overpriced. As stated in previous posts, you must be up by seven to reserve chairs by the pool. Chairs were always available on the beach, with staff tirelessly working to provide you with an umbrella if requested. Also, the hallways are indeed extremely loud. You can hear everything from inside the rooms.

The resort has modern decor that lends itself well with the exciting vibe conveyed throughout the premises. We will be returning next year despite the minor issues stated above. I highly recommend this Hotel to anyone interested in visiting Cancun.

Stayed: July 2013, traveled with family
2  Thank TravelRx1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Care Manager at Hard Rock Hotel Cancun, responded to this reviewResponded September 10, 2013

Hello TravelRx7! Thanks for taking the time to post your great review! We are happy to know that even with the minor suggestions you were treated like a rock star and that you are coming for more! Thank you for the tips you sent us; as we always base us on our valuable guests’ feedback to improve our services and facilities to keep on making this rock story a double platinum hit! Please do not hesitate to contact us to help you plan your next trip and spoil you rotten! Stay tuned on our official website for future shows, promotions and more!

- ALL IS ONE -
Strum Your Air Guitar!

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