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“Hard rock hotel a must see”

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Hard Rock Hotel Cancun
Ranked #10 of 175 Hotels in Cancun
Certificate of Excellence
GreenLeadersGold level
Feltham, United Kingdom
Level 3 Contributor
10 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
“Hard rock hotel a must see”
Reviewed September 30, 2013

Stayed at the hotel for one week in September the weather was great and hotel was even better.
It was located on the main strip of hotels 10 min bus ride to the centre of cancun
The hotel was fantastic the room had a 2 person jacuzzi and the beds were really comftable.
Room service really good can order as much as you want off the menu and you can get the mini bar stocked at any time it's all inclusive so free.
The service and standard throughout the hotel was fantastic your never without a drink staff very keen to please you.
The ala carte restaurants and the buffet rest all great the food is to a very high standard.

  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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Helpful?
2 Thank Wayne B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Émanuelle L, Customer Care Manager at Hard Rock Hotel Cancun, responded to this review, October 3, 2013
Hello Wayne B! Thanks for your short and sweet review! We are glad to hear that our services, scenery and facilities exceeded your Rock Star expectations. We can see that you had a blast! We hope to host you once more to rock your world upside down. 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!
-SAVE THE PLANET-
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NJ
Level 4 Contributor
31 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed September 30, 2013

The rooms were ok, beds were less then resort quality, to be fair they had just acquired the hotel and were just figuring it all out. The food was not all that good, I ate at all the venues and I was not impressed. My guess is they will and have improved since I stayed but I only have the opinion of when I was there. I guess the worst part was everyone had their hand out for everything, my company paid with all tips included, I guess the employees did not understand this. If you did not tip the service went way down.
The beach was beautiful, should have had more chairs but who cares when it is December and it is that warm and beautiful. So in the end with all it lacked the environment made up for everything.

  • Stayed December 2012, traveled as a couple
    • Value
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Helpful?
Thank MEVNJ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Émanuelle L, Customer Care Manager at Hard Rock Hotel Cancun, responded to this review, October 3, 2013
Hello MEVNJ! Thank you for your review. We apologize for any inconvenience you may have experienced during your stay. Indeed, we base our service on our valuable guests’ comments, which keeps us up-to-date with our travelers’ tastes. We would like to clarify that the tips are included in the all-inclusive price and that our staff members treat equally every guests. Nevertheless, we are glad that you enjoyed our décor and magnificent scenery and we hope to host once more on our stage to show you our improvements. 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!
-TAKE TIME TO BE KIND-
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Yorktown, Virginia
Level 6 Contributor
107 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 67 helpful votes
Reviewed September 30, 2013

Our vacation started out AWFUL! Getting up at 4am..flight leaves at 7:15am only to have engine problems and go NO where! Getting to Cancun that day was a real adventure and not a fun one!!! We managed to check in around 8pm vs 1pm! Waiting for our ride at the airport to take us to the resort took longer than anticipated. I think it was because they considered us a no show from earlier in the day. Check in went really smooth and we were offered a welcome drink. YAY! We arrived on a Saturday night and it was Mexican fiesta night. We dropped the luggage in the room and off we went. The first person we ran into was Pedro!! He was working at the outdoor bar right outside of Frida (the Mexican restaurant). He makes THE best margaritas and he poured me an awesome shot too! He was so friendly and nice. After traveling all day he had exactly what we needed. Frida was our choice for dinner and it was delish! Lemonella was our server and she did an outstanding job. Hot churros with chocolate for dessert too! We had an oceanfront room on the 7th floor and it was more than sufficient for us. It was too bad the weather wasn't great that week but I think it made us spend more time at the pizza oven located outside. Jesus is the bomb when it comes to making pizza. We tried several pizzas but the margherita pizza was my favorite. I always wished Jesus had more help as he was very BUSY!!! We loved the fish that was offered every day at lunch also. Monica and Cynthia were great in the spa. It's always nice to be pampered. We went to the chefs dinner (offered on Thursday night) and although the food was good and everyone was very pleasant it seemed a bit outdated and awkward. I personally would not recommend this dinner to others but obviously some folks really enjoy it. We went deep sea fishing that week with Aquaworld and brought our catch back to the resort. The chef met with us and discussed how would we like the fish prepared and in which restaurant as well as the time. They presented our special fish dinner with all the bells and whistles attached. Everything was just perfect. We ate in Ciao several times for Italian and then two different special dinners. Chef Francisco, the manager Loie, Romero, Mario and Jose were on spot and gracious with us for each of our dinners. Carlos made a superb Mayan coffee too. Humberto entertained us at the grill in Zen one evening also. We are members and we love all the employees and how hard they work with all the extra things everyone does to make our vacation better than the one before. The Brazilian restaurant, Ipanema was excellent and Alfonso was very attentive. The salad and the cheesy bread that was on the table was to die for! The chicken and fish were perfect. We didn’t watch any of the shows but several in our group did and they enjoyed the ones that they did see. Joss the food/bev manager spent some time talking with us and really made us feel welcomed. Liz the concerige was very helpful. We have special friends (Carolina, Ro and Joaquin) that work there also and being able to see them made our vacation even more special. The beach at Hard Rock Cancun is just gorgeous. We sat on the beach every day and there was always someone around to assist us with an umbrella when needed. The drink service on the beach was top notch also. There was a lot of activity around the Smash Bar in the lobby every day. One day they lined the bar with over 100 pineapple drinks (in the pineapple) for everyone to have. Lots of vibe and lots going on. Loved the music. This is def a high energy place!

Room Tip: Try to get a room away from the elevators. Like in any hotel they have the potential to be noisy.
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  • Stayed September 2013, traveled with friends
    • Value
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Helpful?
5 Thank gottavaca
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Émanuelle L, Customer Care Manager at Hard Rock Hotel Cancun, responded to this review, October 3, 2013
Hello gottavaca! Wow! Thanks for your amazing review. We are sorry to hear that you had a bad start with the airline company, but we are just extremely glad to hear that Hard Rock Hotel Cancun gave you just what you needed upon arrival, until your last minute with us. We would like to thank you for the many mentions to our staff members who ROCKED at making you feel like royalty; be sure we will let them know they did a tremendous job. We are glad that you enjoyed our stage and magnificent scenery and we hope to host you once more to rock your world upside down. 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!
-All is one-
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Lansing, Michigan
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed September 29, 2013

We stayed at this hotel from September 21 through September 28. Quality of service is poor. We have been Palace Premier members for 12 years and have come to expect the highest level of service, which we have received continuously the past 12 years. You could sit most days by the pools or beach 1-2 hours without anyone waiting on you. The best service we received was at the Brazilian restaurant and was provided by Damian and Carlos. Damian's experience with customers and providing service was phenomenal! Alfonso provided exceptional service in the Italian restaurant. Service in the Market restaurant was disappointing. Grill chefs were the highlight of this restaurant. Housekeeping provided a tremendous job of cleaning our room and being friendly. Room service was excellent, bell boys were prompt and courteous.

Room Tip: Ocean view is the only way to go!
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Cancun-Beach-Lovers
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, October 2, 2013
Hi Cancun-Beach-Lovers, thank you for sharing your experience with us. We are happy that even though we missed our mark in our service at the beach and pools your overall experience was good and felt exceptional service from the rest of the staff at our restaurants and from housekeeping, bell boys and room service, they rock. Regarding the service at the pools and beach we have shared your comments with our management to ensure the staff is on the same beat! We hope we can welcome you again soon. Keep the Hard Rock memories!
ALL IS ONE
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Pittsburgh, Pennsylvania
Level 3 Contributor
10 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed September 29, 2013

We went to Hard Rock Cancun in June and had a fabulous time. The food selection was outstanding as well as the alcohol selection. The room was very clean and the view was spectacular. The beach was always clean and beautiful and the water was great. I like that everythinh is so close to eacother as well. Would definitely recommend for the price!

  • Stayed June 2013, traveled as a couple
    • Value
    • Location
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    • Cleanliness
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Helpful?
2 Thank Karendom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Émanuelle L, Customer Care Manager at Hard Rock Hotel Cancun, responded to this review, September 30, 2013
Hi Karendom! Wow thank you for your fabulous short and sweet review! We can see that you had a blast and enjoyed your Rock Star experience. We are glad to hear that you recommend us and we would like to thank your for it. We hope to be able to host your on our stage once more. 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-
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cardiff, United Kingdom
Level 5 Contributor
69 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
Reviewed September 29, 2013

Travelled with my husband & 12 year old son. Stayed in a deluxe gold overlooking the lagoon on an All Inclusive rate.

Huge room - 2 double beds, flat screen tv, double jacuzzi, double sinks, walk in shower, hairdryer, safe (no charge) and A/C. The complimentary mini bar consisted of a fridge of pepsi, fruit juices, water, soda & beer and then the pull out optics rack had full sized vodka, bacardi, whisky & Tequila!! 24 hour room service also included! The one and only complaint about the room was a lack of wardrobe space :-(. The room was cleaned daily, spotlessly. Towels & linens changed at your request.

Food - Breakfast can be taken in the main buffet restaurant or if you prefer a quieter breakfast you can sit in the Italian or Asian restaurant. All staff were friendly but special mention to Sulyma who kindly found me my particular herbal tea every morning. For lunch - the main buffet is open, burgers etc cooked at the pool bars, there is a pizza base and also look around the patio areas as often there will be BBQ's and salad trays dotted around (not really advertised). For Dinner the hotel has 4 A'la Carte restaurants (asian, mexican, Italian & Brazilian) & a buffet restaurant. No bookings required and if a table is not available then they will let you know the approximate time and give you a bleeper so you can return to the bar and have a drink while waiting.

The hotel bar is bright and lively, but there are quieter spots to sit if you'd prefer. Waiting staff are excellent - special shout out to Margarite who hardly let us finish a drink without a refill being in place. Bar area has pool tables, foose ball and various board games to keep you occupied - and of course free Wi-Fi throughout the hotel & beach area is great.

Hotel is right on the beach. Lifeguards on beach, plenty of beds & umbrellas (need to ask for an umbrella). Towels provided by poolside for use at beach & pools. There are small pools on the 3rd floor but the main pool outside between hotel & beach is huge - swim up bars both ends. One end hosts the all day entertainment which is very lively and sometimes entertaining to just watch. The other end of the pool is quieter but still with lively music played through day. Entertainment staff are fantastic - no hassles if you don't want to join in, but very welcoming when you do. We had a tropical storm during our stay and the staff were fantastic - impromptu entertainment was set up in the bar area to keep everyone entertained, extra seating opened up in the restaurants etc.

A great family holiday.

  • Stayed August 2013, traveled with family
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Helpful?
1 Thank SCC69
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Émanuelle L, Customer Care Manager at Hard Rock Hotel Cancun, responded to this review, September 30, 2013
Helllo Cymraescain! Thanks for taking the time to write a very detailed review! we are glad that you had a blast and enjoyed our services and facilities. Be sure we will let Sulyma and Margarite know that they Rocked at rolling out the red carpet an extra mile to meet your expectations and treat you like the true celebrity you are. We hope to be able to host your on our stage once more. Please do not hesitate to contact us to help you plan your next trip and make this rock story be a double platinum hit! Stay tuned on our official website for future shows, promotions and more!
-SAVE THE PLANET-
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mascouche, Canada
1 review
Reviewed September 28, 2013

I realy apreciate all the services, each personal from the Hardrock hotel let me be as well off as I never imagine... I'll give a personal convenience to some person who take realy care of me and my wife: Santos & Ady at the buffet lunch... it's the only name that I remember! The foods, pool/sea, bars, animation, staff, room, Has been perfect all the week! Maybe I forget something, so see you all as soon as possible!! ;)

Room Tip: All the way!
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Eric220280
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Émanuelle L, Customer Care Manager at Hard Rock Hotel Cancun, responded to this review, October 3, 2013
Hello Eric220280! Thank you for your great review. On behalf of Hard Rock Hotel Cancun, we would like to take the time to congratulate you for the pregnancy and we wish you happiness and joy in this new adventure. We are happy to know that our staff treated you like royalty and that you did meet more than friends, family. Be sure we will let Santos and Ady know they Rocked! We hope to host you soon on our stage and 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!
-LOVE ALL SERVE ALL-
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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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