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Reviewed August 6, 2013

Stayed June 15-17th 2013...From the moment we stepped out of the Lomas Transportation van, it was beyond amazing! (Lomas transportation was also excellent!) we were greeted with a rose for every female in our group and a cold towel for everyone. Then we were whisked away to the VIP check in that had cold champagne waiting for us!
We were escorted to our beautiful ocean view room! Our butler introduced himself, which the kids thought that was pretty cool! The room was nicely decorated with a huge jacuzzi tub in it. We never used it though. The only problem I had with the room and its the reason I didn't give it a perfect rating, was how loud it was. You could hear everything going on in the hall.
The drinks were good, we never had an issue with them being weak!
We had VIP access to the beach! Loved it! The service was amazing! The pool entertainment was great and kept the kids involved.
Nightly entertainment was also very good!
Used resort credits on some massages! They were very relaxing! Didn't have any problems using any of our resort credits! Vacation planners were very helpful and friendly!
The food was very good! We were only there three nights, but made the most of it! Japanese restaurant twice, once at a regular table and the other time at the hibachi bar. The hibachi bar was my favorite. We also ate at the Mexican restaurant. Also very good! The buffet had fresh food every time we ate there. The food was not disappointing.
The entire place was upbeat and fun! Would definitely recommend it and would stay there again!
We cannot thank Mitch with tripguy.com enough! This is the second time we have booked a trip with him and would never use anyone else. He always went above and beyond making sure our vacation was perfect! Very professional, with a personal touch.

  • Stayed: June 2013, traveled with family
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2  Thank Dweidler
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 8, 2013

Hi Dweidler, thanks for sharing your awesome expereince with us. We are so glad that you ha a great time at our resort and loved everything from the restaurants food to the drinks and from your room to the VIP areas ata the beach! You really had the rock star treatment! We are you felt disturbed for the sound at the halls, and we passed your comments to our manangement. We look forward to welcome you soon here at the Hard Rock Hotel Cancun.

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Reviewed August 6, 2013

We had our wedding at the Hard Rock in Cancun in the first week of November. We went to Mexico and looked at many different hotels and even stayed at a bunch of them just to make sure we loved everything about the hotel that we wanted to have our wedding at but in the end the Hard Rock beat every hotel by far. There food, drinks, cleanliness, and modern feel made this our number one pick. With 200 guests coming with us we were worried about how everything would turn out but luckily for us it was like a dream come true. Paola Escobar was our wedding coordinator and was so helpful every step of the way. We've been planned for over 6 months with her and there are many different events for our big Indian weddings but without her help we could not have been able to have all the events turn out so well. She was so patient and kind to everyone and without all her coordination with all the vendors we would not have been able to have the wedding of our dreams. Not only was Paola so helpful but the entire hotel staff was amazing to all of our guest. They went above and beyond our expectations and we are truely grateful for the amazing service by the entire hotel(servers, pool entertainment staff, bar manager, bar tenders, chef, wait staff, check in staff, room service) There are always a few bumps along the way but everyone was always ready to resolve the matter right away. Our guests still are telling us how amazing the hotel was and how nice the entire hotel staff treated them. They had an amazing time and are so happy that we choose such a great hotel. The hotel is remodeled and it looks so beautiful and the rooms are so modern and clean. We would love to go back every year to the Hard Rock for our anniversary! Thanks You Hard Rock for the wedding of our dreams!!!!

Room Tip: Any room with the ocean view is amazing! Lagoon is beautiful as well but we loved the Ocean view rooms!
  • Stayed: November 2012, traveled as a couple
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3  Thank ruma 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 August 9, 2013

Greetings from your friends at Cancun ruma S! Thanks a lot for sharing your awesome experience with us! We are thrilled to hear that you had the most amazing week of your life here with us and that after looking to many different hotels, you chose Hard Rock Hotel Cancun as the stage for your rock ‘n roll wedding!
We hire rock stars and our crew is the best when it comes to service and we are pleased to hear that you and all your guests had a blast! Thanks for becoming part of our rock n’ roll family and we can’t wait to welcome you again every year to celebrate your anniversary like real rock stars.
We look forward to welcome you for your first anniversary celebration here at your special place: Hard Rock Hotel Cancun.
Keep the Hard Rock memories!
LOVE ALL SERVE ALL

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Reviewed August 4, 2013

This was my husbands and I first trip to Mexico and I have to say that we did not want to leave. The hotel was amazing, the views beautiful and the staff was attentive. We have been on many vacations and the service here was by far the best we have ever encountered. The bell boy Fransisco Lopez was the most polite, well mannered and attentive employee. He was always there to address any needs that we may have had and often would go out of his way to insure that our stay was perfect. We will definitely be back and are already thinking about our trip next year.

Room Tip: We upgraded to the platinum room, oceanfront with a balcony and it is worth the extra money. The views at night are amazing and you hear the ocean all night.
  • Stayed: May 2013, traveled with friends
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4  Thank Rhonda J
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 Rhonda J! Wow thank you for your amazing comment! We are thrilled that you had a wonderful first with our Mexican rock star adventure! We are glad to know that our staff spoiled you as if you were family and we will make sure that Francisco Lopez knows that he rocked rolling out the red carpet for the stars you are! Please do not hesitate to contact us to help you plan your next trip and put the rock n’ roll in your life! We recommend you stay posted on our official website for future shows, promotions and more!

- Save the planet! -
Strum Your Air Guitar!!!

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Reviewed August 3, 2013

We wanted to write to say THANK YOU for a vacation that exceeded our expectations (July 27-July 31, 2013). We had been dreaming & planning for months. And, we read a few reviews that had us a bit concerned. But our reality was full of many pleasant surprises and no regrets! The staff is top-notch, very friendly & upbeat. We would like to name a few special people that provided us with a "treated like royalty" experience.
FELIX (at the pool bar) first & foremost we say a great big GRACIAS to you! Because you provided many smiles & created memories. You will be included in our family photo album.
EDUARDO (morning hours/main lobby area) took the time to provide Spanish lessons and give general advice about the area.
CAROLINA (poolside) made sure we had a worry-free days. She worked so hard and seemed so happy! Always offered lots of bottled water and kept us hydrated.
These three made us quite comfortable indeed! But please also pass our praise along to Carlos at the pool bar, Ana in entertainment, and Alesero (not sure if that is the correct spelling...orange coat poolside eating/bar area). Again, everyone we encountered was positive & smiling. These were just a few stand-outs that deserve a special mention. They work hard and need to be recognized for a job well done.
Consider the water aerobics and other poolside activities. Lots of fun with musical chairs etc...
Check-in & check-out were a breeze. Many reported problems here but we had no trouble and zero wait time. Another concern was pool chairs. If you are an early-riser you will have no problem. But it is true all chairs seem to be claimed by 9:00 a.m.
We hit all of the eateries and the food was GOOD! Big variety available. Room Service was prompt & courteous. Don't miss the brick oven pizza...YUMMY!
We had absolutely no view at all in room 335. But we grew to love our central location and spent very little time in our room. Loved being able to use the stairs and skip the elevator.
Please note THIS HOTEL IS LOUD!!! If you seek a quiet atmosphere perhaps The Hard Rock vibe is not for you. We loved the energy, and the beach & scenery cannot be beat. Little touches like soft robes, flowers, candies, etc...we could go on and on and on!
Just to emphasize our joy...you should know we endured a thunderstorm, a jellyfish sting, and a stomach bug! But the blue water and caring staff made everything better and we had an absolutely fantastic vacation!!!

Can you possibly tell us how to make the Toucan drink so we can try one at home??? We appreciate everything you do!

  • Stayed: July 2013, traveled with family
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5  Thank Heather F
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

Hi Heather F! WOW! GRACIAS to you!! What a wonderful review. We are thrilled to hear that you felt like rock stars as we always strive to roll out the red carpet to our precious guests. Thank you for your many mentions to our staff, be sure we will let them know they ROCK! We are glad to hear that you are part of our band and will be welcoming you soon to our stage! Please do not hesitate to contact us to help you plan your next trip and spoil you rotten! We recommend you stay posted on our official website for future shows, promotions and more!

We will send you the recipe of the Toucan Drink in a personal message at the upmost tomorrow; we will ask one of our bartenders the exact quantities, so you can take a little piece of rock n’ roll heaven at home!

See you soon!

- Save the planet! -
Strum Your Air Guitar!!!

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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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