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“Hard Rock” 4 of 5 bubbles
Review of Hard Rock Hotel Cancun

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Hard Rock Hotel Cancun
Ranked #10 of 181 Hotels in Cancun
GreenLeadersGold level
Cancun
1 review
“Hard Rock”
4 of 5 bubbles Reviewed November 29, 2013

Had a good time here. It's safe. The food wasn't that great...but the service and drinks were nice. Go See the mayan pyramids and the xplore tour was cool as well. Didn't like how there was only 1 big pool.... The beach is clean and you can chill out there a couple days. But if you stay in the hotel you will get bored fast...The rooms are clean and a fair size. The cleaning ladies always made our rooms even at night, if we went out. Be careful of not getting sick or injured... They have an onsite doctor, BUT HE DOESN"T HAVE ANY TOOLS THERE SO they will send you to the hospital.... and you will be left with a 500$ bill. The Hotel takes 100$ just for seeing them. If you don't have cash or a working credit card...your screwed...I had insurance so i hopefully i can get that money back. The Massage place wasn't good at all. and the In ROOM food service, Sucks.. All there food doesn't have that good taste to it...all we ended up eating was pizza from the pool bar and bagels with cream cheese from the in room service... At the last days i was trying to get dominos ordered TO THE HOTEL! No one speaks english(N) Basically the mayan pyramid tour and the xplore place, made the trip!

  • Stayed November 2013, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Review collected in partnership with Hard Rock Hotels & Casinos

Helpful?
Thank Honestreview F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (1,477)
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English first
St. Louis, Missouri
Level Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
4 of 5 bubbles Reviewed November 29, 2013

We continue return to the resort in spite of the transformation to Hard Rock, not because of it. We will continue to return to the resort because enjoy seeing the people who work there, most of whom are carry-overs from its years as Cancun Palace: Lucy (Market), Nelson (sommelier), Damian (Ipanema), Israel (Ciao), Hector (Market), Miriam (Zen), Rene (Zen), Daniel (Frida),and Wendy Sena Sanchez.

Are we outliers? I think yes. Many people in our age bracket (mid-50's) - perhaps most - would prefer the quiet relaxation of Sun Palace, Le Blanc or Isla Mujeres Palace. Hard Rock Cancun has the potential to retain our loyalty over and and above the contributions our of our personal relationships with the staff, but this will depend on the response to our observations.

The music played at the pool is far too loud and dated. We called this to the attention of the staff at the pool the issue and they complied immediately and got us in touch with Elias, the Chief Concierge and Angel, the music director. Our suggestions: include a better mix of music (too much 40 year-old hard rock, too little contemporary music: Bruno Mars, Imagine Dragons, Rihanna), start the music playing later in the morning (noon), and at a lower volume. The guests in our vicinity as we made these suggestions, nodded in approval; I don't think we are outliers. It remains to be seen whether this results in real change.

The problem is broader than the issue of music, itself. We are diamond members and the resort runs the risk of alienating their most loyal customers (people like us) in the process of reeling in new customers, people who will stay at the resort, but are unlikely to invest in membership.

As always, much of the special attention we received came from the staff at the restaurants, and is worth mentioning:

Ipanema
Damian is an excellent server, knowledgeable, friendly: a delight. Damian has thrived in every venue in which we have been our server: Leonardo, The Steak and now at Ipanema. Daniel, the manager, keeps a close eye on all aspects of the restaurant's operation.

Ciao
Nelson, the sommelier, as always, seems to be everywhere, simultaneously. He attended to us at dinner in every restaurant and arranged for a special dinner for us (for my birthday) at Ciao, on our final night. Luis is a very good server, promoted from The Market to Ciao (I assume this is considered a promotion); he is a welcome addition to the staff. Alfonso, too, is a welcome addition to the staff. Israel, like Damian and Nelson, is one of the reasons we routinely return to Hard Rock for our vacations. The eggplant Parmesan appetizer is an especially good addition.

Lonc, the new manager at Ciao, is a spectacular addition and adds much to the ambiance, there. Fluent in four languages, and attentive to every detail, he is one whose services the resort management should endeavor to retain.

One suggestion: with the exception of the (very good) live saxophone music on Friday evening, the music is too loud. Intrusive. Intrusive and inappropriate for an Italian restaurant. Frank Sinatra. Dean Martin. Tony Bennett. Just a thought.

Zen
Miriam is an excellent and attentive hostess. And Rene, like Lonc at Ciao, is a welcoming host, someone whose services the resort management should also endeavor to retain.

Frida
The transformation at Frida, serving high Mexican cuisine, was one of the great and truly delightful surprises of this visit to the resort. The cuisine is superb (the mole sauce, the cream soup and the churros stand out especially). And then there's Daniel ("Dany"); one the many servers whose company and service is so delightful that he is the reason we first visited the restaurant and one the reasons we choose to return to the resort.

The Market
Lucy, at the hostess stand, is one of the reasons this restaurant thrives during its busiest times (breakfast and lunch); one of the people whose superb service keeps us returning to the resort. Noe, the manager, is attentive to detail in the same way that Lucy is, and is a delight. There are many very good servers: Virgilio, Martin (who volunteered to make a flaming dessert one evening) and - especially delightful - are Charly and Hector. The only suggestion? Please return scrambled eggs to the line at the buffet, at least at times of peak occupancy; the lines for the short order cooks for omelets and scrambled eggs can be very long.

Smash, the Lobby Bar
We rarely consume mixed drinks or beer, even at all-inclusive resorts, but we often stop by the lobby bar for coffee drinks; the staff were uniformly friendly and attentive. That said, during the few stops we made during the evening, it was clear that Gonzalo was able to work at a frenetic pace and still make guests feel welcome and feel special. It's a gift.

In addition to the people we have previously mentioned, our butlers deserve special credit: Abraham, Isaac, Charly, Vicente, and Andy. Charly and Abraham, in particular, were exceedingly helpful.

Also, Mayo - at the pool restaurants - is, and always has been - an exceptionally attentive server.

(If anyone from management is reading: We miss the live Mariachi music at the Mexican Festival. The loud recording of Mariachi was really bad. The food quality was much improved in all restaurants.)

Room Tip: Lagoon view rooms are generally quieter, an issue especially if traveling with children for whom sle...
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  • Stayed November 2013, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank no_clever_name
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dallas, Texas
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 34 helpful votes
1 of 5 bubbles Reviewed November 28, 2013

Yes this is a rant from a very unhappy member who is still at this resort! And no, the resort isn't booked to capacity or even close to full.
First off we are Palace Premier members and were treated like garbage! Our membership means nothing. When we booked for the Hard Rock I made sure to ask for a King bed (as I always do), and was assured that there was availability.
We had no problem meeting the Hard Rock transfer people at the airport, but were taken to a spot on the curb and told to wait while they waited for more people. I understand wanting to fill up the van but it is ridiculous when you have to wait an extended period of time, after all this is time that we paid for! Well we finally get to the resort and go to VIP check in which was very disorganized, but we finally get our room. We go up and to our dismay it is two double beds! Totally unaccepatable and we refuse to sleep there, so we go back down to the desk & tell them we want the King that was ordered, we had other choices of resorts and we would not have come to this one if they could not give us the King bed! They said there is none until Wednesday, (this is Saturday)! They told us to go back up to our room, but we told them, "no", we are staying here in the lobby until you figure this out and find us a suitable room, even if you have to put us in a different resort. Two and a half hours later I went up to the desk and asked to speak to the manager. A few minutes later a manager did come out and miraculously found us a room on the top floor with a King bed. It was a lagoon view, not ocean but it had a King bed. Funny how a king bed became available. The room was great, nice and big and very clean.
Food is terrible! I used to be able to count on breakfast to get me through my vacation, because I am a picky eater. My husband loves food and will eat anything, honestly there is nothing here that is an good. Where do they get there meat? It is all tough, even the chicken is awful.
We come on vacation to relax and enjoy, but every morning were awaken by maids! They are noisey and disrespectful. This is the only time I get to sleep in, or so I thought! We had on our red light for do not disturb one afternoon, so we could have some adult fun time but it was totally ignored, as they knocked on the door and tried to open it to come in. Thank heaven for the chain! Just this morning my husband left to take our child to the kids club and less then a minute later our door opens and there is two guys in my room. They were as surpirsed as me, and asked if I wanted the fridge restocked. I told them no, for heaven sake they didn't even knock!
Forget the spa services, not worth the money! The freebies are ok, but the massages we paid for are not the typical Palace massages that you don't want to end.
The wait staff by the pool is nonexistent. If you want a drink you have to sit by the pool bar or go back and forth yourself to get a drink, because they don't bother coming around to ask for your order.
I can't wait to go home to get a good sleep and some decent food. Never again Hard Rock, you should be ashamed!

  • Stayed November 2013, traveled with family
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
9 Thank Brockster
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 review, February 7, 2014
Dear Brockster,

Thank you for bringing this matter to our attention. Our goal is to always provide excellent service and we are truly sorry we missed our mark this time. As per my previous email, I appreciate your fast response; I am sending you a pm to properly follow up with you. Thanks again for your comments and we are confident that our rock star service will turn you into a raving fan of the Hard Rock Hotel Cancun.
Expect the unexpected!
LOVE ALL SERVE ALL
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed November 27, 2013

Loved this hotel, the beach was amazing and the food was decent for resort food. There are options where to eat so if you don't like one there is always another one to try. The resort credit was a bit of a scam. Only a certain amount can be used at certain locations which was always below the price of anything there so you had to pay extra cash anyway. I would definitely go back here, preferably really soon.

  • Stayed April 2013
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank pauruska
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cancun
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
2 of 5 bubbles Reviewed November 27, 2013

It's not the music, which is great. It's the blow dryers, door slams, TVs, elevators... That you can hear in your room. The pool is crowded & the food is pretty average for a hotel in that part of the city.

  • Stayed November 2013, traveled on business
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Hard Rock Hotels & Casinos

Helpful?
5 Thank Gustavo L
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, February 7, 2014
Hi Gustavo L! Thank you for your review as it lets us address your concerns. We are sorry for any inconvenience you may have experienced during your stay. We are prood to say that we have an ungoing project to soundproof every room here at Hard Rock Hotel Cancun and therefore we are positive that it will greatly improve our dear Rock Stars experience. We hope to have you back on stage and provide the celebrity treatment you deserve.
-LOVE ALL SERVE ALL-
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cancun
Level Contributor
33 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
5 of 5 bubbles Reviewed November 26, 2013

All inclusive, with room credits to use on tours and such. Well worth the trip, Rooms are just like shown on website. Highly recommend Xplor for the fun (and worth the extra money) The shops in the hotel are slightly overpriced and if you know what things cost you would avoid them even with the credits. Instead use the hotel credits on tours and services...well spent that way!

  • Stayed November 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Hard Rock Hotels & Casinos

Helpful?
Thank David R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The Woodlands, Texas
Level Contributor
55 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
5 of 5 bubbles Reviewed November 26, 2013

Ok, just 24 hours after our bracelets were cut at our first visit to HRC, here are our best notes (and some criticism) from our trip:

Allow me to start with the best: people! Luis & Cynthia at the Spa, Chef Guillen, you rock!, Alfonzo and Israel at Ciao made the difference, Ivam at the VIP vacation planning office, Francisco best ever pool bartender!!, Pedro at the Smash Bar along with Margarita and Conchis... Danny at Frida (what a night!!)... Luis from the entertainment team and his forced and quick French lessons. JJ at the beach Bali beads: best service award!!! and last but by any means least important, my favorite breakfast lady: Ericka: thanks for the divorciados!!

Now, the hotel... It was a little crowded at arrival weekend. Called my attention the very low employee-guest ratio... Which basically translate to under standard service. When crowd went down by Monday, we were back to expected service level!

Check in process was confusing, we were received once out of the bus, walked to main lobby check in area, after waiting in line, recognize member status and moved to the members lobby. Rooms were not ready (we arrived early) however we were in by 3:00 as promised.

Entertainment by the pool was nice, service at the beach was to died for!
Shows were ALL great! (Good job Black Angel!!) Michael Jackson, Circus, Rock, 70's...
Restaurants... Great arrachera at Ipanemas, no words to describe our experience with Frida. Great selection at Ciao and great food-service combination at Zen (read the whole description in the menu, some dishes are "versions" of the original dish!!).

Mexican night (Nov 20) was A M A Z I N G ! !

There are 2 concierge desks (one for members and one for general guests), they need to communicate better between them! We received a package and we were never informed. Our friends end up going to the hotel again just to point out where they left it (at general guests concierge desk). Area to improve!

Sadly the restaurant-converted-to-disco doesn't represent the Hard Rock spirit! Smash bar great, however music volume was to low!! Karaoke night, it will be nice to have it more than once a week and longer than 45 minutes!!

In summary a very nice experience, good memories and willingness to come back again down the road. Looking froward to visit Riviera Maya and Vallarta!

Room Tip: rooms on the side building are bigger, the farther from the elevator the better
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  • Stayed November 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Luis V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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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 Spa Hotel in Cancun
#10 On the Beach 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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