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Hard Rock Hotel Cancun
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Reviews (11,226)
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8,191
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5,429 - 5,434 of 11,226 reviews
A TripAdvisor Member
1
Reviewed 10 June 2014

Hard Rock gave us a good experience of a holiday and we did not encounter any difficulties in a land where we stepped in as the first time. From arrival to departure the staff of Hard Rock really took care of us . Excellent staff.

Stayed: June 2014, travelled with family
Review collected in partnership with Hard Rock Hotels & Casinos
Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Juan R, General Manager at Hard Rock Hotel Cancun, responded to this reviewResponded 12 June 2014

Hi,

Thank you for your short and sweet review. We appreciate your comments, our futures Rock Stars will apreciate them too. And We hope to welcome you soon. ROCK ON!
ALL IS ONE

Juan Rivera
General Manager
Hard Rock Hotel Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 June 2014

The friendliness and continuous drive to make our stay as pleasant as possible was the best we have ever experienced. The only drawbacks were the cloudiness of the pool, making it look dirty and the uncomfortableness of the beds. I would go back time and time again, hoping that they get more comfortable beds.

  • Stayed: May 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos
Thank Sandi D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Juan R, General Manager at Hard Rock Hotel Cancun, responded to this reviewResponded 16 June 2014

Dear Sandi D

Thank you for the EXCELLENT review! All at the resort always love hearing and reading our loved guests comments and even more to hear that you were pleasantly surprised by our staff service. Regarding your comment on hotel beds, I am pleased to share you that a comprehensive plan has been started involving improving bed comfort and being aware of all our areas.
Looking forward to welcome you soon to the Hard Rock Hotel Cancun.

LOVE ALL, SERVE ALL.

Juan Rivera
General Manager
Hard Rock Hotel Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 June 2014

I just came home from Cancun. While there, I got to do an onsite inspection of the Hard Rock Cancun. It was absolutely beautiful! The view from the Rock Star Suite was breath-taking! As a travel agent, I can't wait for my next group.

Room Tip: Ask for one of the Rock Star suites. If you have a group, you can also ask about making the Ipanema grill Restaurant into a private function. It is made into a nightclub about once a week.
  • Stayed: June 2014, travelled with family
    • Value
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1  Thank vacationbydesign123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Juan R, General Manager at Hard Rock Hotel Cancun, responded to this reviewResponded 16 June 2014

Dear vacationbydesing123

Thank you for the short and sweet review, I hope to hear more from you soon, as an ambassador on behalf of the hotel industry, you are a key part to help us and spread the rock’n roll experience to all our guest, no doubt that you will hear wonderful stories from all your customers about our services, looking forward to welcome you back soon to the Hard Rock Hotel Cancun.

LOVE ALL, SERVE ALL.

Juan Rivera
General Manager
Hard Rock Hotel Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 June 2014

Did not deliver on any of the promises. Every perk had a hidden price attached. Asked for Ocean view rooms and got Parking lot. HVAC, Lights and TV did not work. To top it off, the ceiling had a leak!!

  • Stayed: June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos
13  Thank Ram B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Juan R, General Manager at Hard Rock Hotel Cancun, responded to this reviewResponded 9 June 2014

Dear Ram B,

Thank you for taking the time to share your travel experience at our resort. I am sorry to hear you did not feel the rock star vacation we strive to deliver.

I am very concerned about your dissatisfaction and I would like to get more details about what was the promises not delivered. I would like you to please give us the opportunity to welcome you again and change your perception of our resort.

A specialist will contact you via private message to address your concerns and follow up with you.

Kind Regards,

Juan Rivera
General Manager
Hard Rock Hotel Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 June 2014

We stayed at the Hard rock for two weeks, 13-27th May. From the moment we arrived it was great.
We arrived at around 3pm and check in was quick. the receptionist said that there were only double beds left and we could change rooms the following day if we wanted a king size bed. We stayed in the double as we both were not bothered as the two doubles were fine. We had a lagoon View deluxe gold room on the 11th floor. The views were amazing, the room is great no problems there.
The bars were amazing all top brands including smirnoff, absolute, jack daniels, and there was never a wait to get a drink. Carlos in the main bar is amazing he looked after us from the beginning to the end, to be honest all the staff really can't do enough for you!
How there are bad reviews for this hotel i don't know!! the only problems there seems to be is with time shares and as a brit we didn't get involved in all of that! seems to be a split between palace resorts time shares and hard rock time shares. seemed a few people had a bee in their bonnet over not getting royal treatment! (which you really do)
Personally we felt the food was amazing! our favourite was the Zen restaurant! They have a separate menu for lunch than they do at dinner both are amazing during the two weeks we were here the most I've lost count it was so good. The Brazilian restaurant was also great with a large selection of meats, salads, rice and pasta. The Italian was good, and so was the Mexican. There is always food on the go, room service was also great and very quick :) my other half loved this and took advantage of it quite a lot. theres always food somewhere at this hotel, they make enchiladas at the pool, chicken and beef as well as nachos. they also make pizzas to order and have stuff on the grill around the pool if you don't want to go inside.
We felt the credits were fab. we got $2500 for our stay. we swam with dolphins which cost us $51 (£30) you can't complain with that!! we also booked the meal on the beach with a massive steak (you could also have lobster) and a bottle of moet for $100 (£60) well worth it!! there were also other trips and spa treatments available as well as wine or tequila tasting.
over all we loved this hotel and really couldn't find much to complain about! we always found a sun lounger in the morning, yes we didn't always get one at the front by the pool but tbh it wasn't a big deal as most of the time when the entertainment was going on everyone was in the pool anyway. i would recommend it and if we ever go back, there will be no other option but the Hard rock!

Room Tip: sunset is on the lagoon side
  • Stayed: May 2014, travelled as a couple
    • Value
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6  Thank Rhianne B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Juan R, General Manager at Hard Rock Hotel Cancun, responded to this reviewResponded 17 June 2014

Dear Rhianne B

Thank you for the EXCELLENT review! I enjoy hearing and reading our loved guests comments and even more to hear that you felt the smashing service! I would like to thank you for your detailed review about our resort; certainly you loved our rock n roll style!

Keep on rocking!

Juan Rivera
General Manager
Hard Rock Hotel Cancun

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