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Reviews (11,534)
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6,951 - 6,956 of 11,534 reviews
Reviewed November 3, 2012 via mobile

We stayed here with our daughter, son, and his friend. We had stayed here many times when it was Cancun Palace so it was neat to see the transformation of the resort.
Rooms-very clean, nice comfortable beds, nice amenities
Food-was just average for an all inclusive
Drinks- good
Beach-nice cancun white beach
Pool-very crowded
Kids club-to young for our daughter
Shows-good
Front desk- terrible & very rude
We had a nice stay but not sure if we would return.

  • Stayed: July 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
3  Thank beachvacationgirl
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 November 5, 2012

Hello beachvacationgirl, we thank you for your overall great comments!
We distress to learn that you had a bad experience with our Front Desk team. We take pride in our ability to provide our guests with authentic experiences that rock, and are truly sorry that we have missed our mark.
We hope to have the opportunity to welcome you back to our beautiful hotel to change any misperceptions that you may have from us, and provide you with the Rock Star experience that you truly deserve. LOVE ALL SERVE ALL.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed November 2, 2012

We were staying at the HR on oct 20th to 27th. PROS: very nice rooms, food not too bad my favorite had to be the Italian and the Zen rest. The service everywhere was really great. The pool was also very nice all the servers would bring you whatever you like. The beach was pretty rough but so beautiful to look at.CONS: Sales reps are every where Pila did not want to give up she was so annoying following us and calling every day. Bottom line the whole hotel credit thing is a SCAM they jack all the prices up for everything and then take off the the 100$ sorry I am not sucker. We were travelling with a toddler so of course they put us in the room with a bunch of party crazy people that woke us up every night. Just a thought dont put single people next to familes.Not fair for either. Overall we had a nice time just those few hicups. My wedding my beautiful Thanks Poula. I forgot to get my certificate from her opps.Will come back one day love all the high end ammenties.

Room Tip: if you have a family ask them to put you in a non smoking room with other families not single party goers.
  • Stayed: October 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
3  Thank Shabana7
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 November 5, 2012

Hello Shabana7, Thank you for the overall fantastic review. We are happy that you found our resort to be amazing.
We offer our most sincere apologies if you felt you were being pressured by our sales team in some way. We work very much in the training and supervision of our sales staff in order to deliver the best treatment to our valued customers and transmit the kindness and warmness that characterizes our collaborators at Hard Rock Hotel Cancun
We are glad that you would come back to visit us again, and will roll out the red carpet ready for you. LOVE ALL SERVE ALL.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed October 31, 2012

“Very very good experience”
Oct 29, 2012 Robches
We stayed at Hard Rock for two weeks. We booked when it was still Cancun Palace and we monitored the switch over and the reviews with some real anticipation.

We had a great time. We were there for two weeks including one night of the Grand Opening.

The food, restaurants were the same or better than when Cancun Palace - I found the Asian and Brazilian restaurants to be best. We ate at Zen (Asian) 4 times. Do the Hibachi tables, but also order from the menu - some great stuff there.

The buffet is the buffet. My advice is ask for stuff you don't see. The have egg whites for breakfast if you like, They have shrimp and fish on the grill if you ask.

The staff is incredibly helpful. In particular Xavier at the Front Desk is amazing. Seek him out if you need anything. That guy should be promoted.

My one caution - the atmosphere is very Hard Rock "rock n roll" so if you don't like that then choose another place.

We had a great time.

  • Stayed: October 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
6  Thank Robches
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 November 5, 2012

Hello Robches, We are pleased that you enjoyed your time in our restaurants and found Zen and Ipanema to be your favorites. We love hearing when our staff members are Rock Stars. Thank you for taking the time to mention that Xavier at the Front Desk rocked your world. We have shared your comments with our Management team in this regards. We hope to see you again soon. Rock on! LOVE ALL SERVE ALL

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed October 30, 2012

Although we were disappointed when this was turned to Hard Rock after wer reserved Cancun Palace and even though we had never been, we were pleasantly surprised that the horror stories were not true. Construction was over. Check in a breeze, Awesome room service and all the immenities. Everything was open and functioning. We enjoyed the experience much more than our cruise. Everyone was hospitalble and we wanted for nothing except on the rare occasion that they couldn't change our larger bills for some $1s for tipping. The food was excellent! My only complaint was the "sales" pitch we went to wouldn't take no for an answer and we had to go through 3 more people before we could get out the door.

"Charly" at the "Market" buffet restaurant was supurb, funny, friendly and went out of his way to provide a very pleasurable dinning experience and was the highlight of our breakfast experience every day!

Thanks Charly for adding that personnal touch to our great experience!

Room Tip: Any floor with the room 78 example 878, 778 are bigger with seperate bathroom and the elevator to the pool level is right outside your door! Would request this again. Great Ocean view as well!
  • Stayed: October 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
5  Thank Believing
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 November 5, 2012

Hello Believing, Thank you for your great comments. We are pleased that you had a fantastic vacation and saw for yourself that our resort is all fully functional and full of fun for our dear rockers,
We loved that you experienced the warm and always great service from our staff and Charly at the Market will be very happy to hear that you thought his service rocked. We hoe we can welcome you back in the future to give you the best vacations here at Hard Rock Hotel Cancun.
ALL IS ONE.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed October 29, 2012

We stayed at Hard Rock for two weeks. We booked when it was still Cancun Palace and we monitored the switch over and the reviews with some real anticipation.

We had a great time. We were there for two weeks including one night of the Grand Opening.

The food, restaurants were the same or better than when Cancun Palace - I found the Asian and Brazilian restaurants to be best. We ate at Zen (Asian) 4 times. Do the Hibachi tables, but also order from the menu - some great stuff there.

The buffet is the buffet. My advice is ask for stuff you don't see. The have egg whites for breakfast if you like, They have shrimp and fish on the grill if you ask.

The staff is incredibly helpful. In particular Xavier at the Front Desk is amazing. Seek him out if you need anything. That guy should be promoted.

My one caution - the atmosphere is very Hard Rock "rock n roll" so if you don't like that then choose another place.

We had a great time.

1  Thank Robches
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 December 14, 2012

Hi Robches, thank you for your fantastic comments, we loved that you were part of our grand opening party! And our executive |Chef will love to hear your comments about our restaurants and found Zen and Ipanema your favorites. We are looking forward to your next visit to make it unforgettable, here at the Hard Rock Hotel Cancun. TAKE TIME TO BE KIND

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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