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“A Great Place”

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Hard Rock Hotel Cancun
Ranked #9 of 182 Hotels in Cancun
GreenLeadersGold level
Orlando, Florida
Level Contributor
119 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 97 helpful votes
“A Great Place”
5 of 5 bubbles Reviewed 1 August 2014

We visited the 3 Hard Rock hotels throughout the past year, Cancun, Punta Cana, and Riviera Maya. There are many similarities to these hotels, but, each definitely has their own personality. HR Cancun is compact with a beautiful beach on the strip. HR Punta Cana is HUGE!! HR Riviera Mays is divided into two resorts, a family side and an adult side, with many pools but no true beach. I have tried to compare the different aspects of each:
Rooms – Cancun is far and away the winner with beautiful water views from a majority of the rooms. Punta Cana rooms were so far from the water that they come in second. The rooms at these two resorts were nearly identical and nicely appointed. Riviera Maya rooms seemed very much smaller and less of the finer things. The mattresses were terribly hard. The pillows were terribly soft and flattened. This resort lacked the small touches of the other such as aroma therapy, pillow menu, wine and fruit in the room, etc. The majority of rooms have a view of the trees and bushes between the buildings.
Restaurants –Cancun has many high quality choices, with just a little less selections than Punta Cana, but very good. Punta Cana has more and I believe a little better variety and quality. Riviera Maya comes in third primarily because of its 2 sided arrangement making the restaurants look as if they were placed in the resort by a shotgun. The service was equally wonderful as the other two, but, we found the food quality to be slightly less.
Beaches –Cancun was beautiful though small. It was slightly difficult to find a seat there. Punta Cana was huge and breathtaking. Plenty of room and seats at any time. Riviera Maya has no natural beach. There is a rock jetty with channel cut in it to form pools behind the jetty. These pools create beach-like coves. Unfortunately, the floor of these coves were very much filled with rock.
Pools –Cancun had the smallest options yet the closest to the gulf. Seats were at a premium here. Punta Cana had the best selection of pools yet far from the sea. Seats were hit and miss here. Riviera Maya with its two sides had the most pool choices with plenty of choices to sit. However, the main pool on the family side had a very uninviting yellow tint each time we walked past.
Resort – Cancun contained nearly everything in one building which was compact and close to everything. Punta Cana was HUGE with the main resort a very far walk or shuttle ride from the rooms. Riviera Maya is spread out over the entire two sides which makes it a must to try to memorize the entire layout. All of the entertainment is on the family side of the resort.
Differences – Cancun and Punta Cana are very similar in amenities. The main difference is that Cancun is very compact and Punta Cana is very large. The service in Cancun may be slightly better and the restaurants in Punta Cana may be slightly better. Punta Cana has the only casino and it is very big. We are not big gamblers but enjoyed the bingo and slot games. Riviera Maya while the newest, appears to be struggling to maintain the HR luxury image. After staying at the other resorts, it definitely appears that there is not the same financial commitment in Riviera Maya. Most of the items are small but when added up become large. The main four deficits are the poor quality mattresses, the entertainment does not compare in quality to the others, they say that restaurant reservations are not needed yet there are consistent 1.5 and 2 hour waits, and the insistence that they have created some sort of a beach.

  • Stayed September 2013, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
3 Thank Cap32
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 review, 2 August 2014
Dear Cap32,

Wow! Thank you for your detailed review, i found it noteworthy and i can assure you that you already have your own fan Club! Thank you as well for all the comparison with its similarities and its differences between resorts, for sure the travel community will find it very helpful, looking forward to greet you back soon here at Hard Rock Hotel Cancun.

Keep the Hard Rock memories!

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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8,769 reviews from our community

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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
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English first
1 review
5 of 5 bubbles Reviewed 1 August 2014

I recently got married in July.. We had about 55 people, which include children. The hotel and customer service was excellent. We had an outdoor beach wedding followed dinner in the ball room. The food was super good. I will be coming back soon !!!

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Arleneromo
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 review, 1 August 2014
Dear Arleneromo,

Thank you very much for your sweet review, congratulations for your recent Marriage and thank you for sharing such an important event with us and chosen us as your wedding destination, thrilling to know you are coming back soon to the already yours, Hard Rock Hotel Cancun.

Indulge your inner rocker!

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
Rogersville, Missouri
Level Contributor
9 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
3 of 5 bubbles Reviewed 31 July 2014

I have stayed here several times when this was called Cancun Palace. Hard Rock has completely changed the resort and it's not near as nice as it used to be. I will not stay at a Hard Rock again. Beds had stains all over them and halls and lobby were not kept clean. WAY too many people at the pool makes it not enjoyable.

  • Stayed July 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos

Helpful?
1 Thank Mike R
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 review, 1 August 2014
Greetings Mike R,

Thank you very much for your review, We strive to provide you with the best possible service and I sincerely regret that we did not meet your expectations, it is very important for us to know what we can do to improve on every single area, I would appreciate if you want to share any further comments, a customer care agent will contact you via private message.

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
Cancun
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed 31 July 2014

this was another resort converted into Hardrock Resort. The staff are super friendly, the food is above average, there are few restaurants in the resort but plan to get to them quick otherwise there is a 1 to 1.5 hour wait time. The Market buffet to me was below average as far as variety and quality. So far this resort is my least favorite Hardrock Resort.

  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos

Helpful?
1 Thank Shain H
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 review, 1 August 2014
Greetings Shain H,

Thank you very much for your review, I understand we have many opportunity areas to improve, and thank you to let us know about waiting time on restaurants, is definitely a point to be reviewed for our management, sincerely hope to have the opportunity to host you again here at Hard Rock Hotel Cancun.

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
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed 31 July 2014

Once we got past the loudness of this hotel we loved it. From the great cocktails, thanks Luis, to the pool foam party. The staff were the best I've ever come across for service and attitude. Try the maya coffee.

  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos

Helpful?
Thank Leapy777
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 review, 1 August 2014
Dear Leapy777,

Thank you for your EXCELLENT review, is for me a huge pleasure to read you had enjoyed our Rock n' roll style, and it will be even a bigger pleasure to have the opportunity to welcome you again here at Hard Rock Hotel Cancun.

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
Shelbyville, Tennessee
1 review
5 of 5 bubbles Reviewed 30 July 2014

We just recently got back from Cancun on July 26th. Best vacation I ever had. The resort was amazing as well as the entertainment and food. I will recommend this resort often. Thks for an amazing trip.

  • Stayed July 2014, travelled with family
    • Location
    • Rooms
    • Service
Helpful?
Thank Jerri S
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 review, 1 August 2014
Greetings Jerri S,

I would like to thank you very much for your review, is my pleasure to read you had a fantastic vacation at our resort, especially thanks for recommend us, we enjoy very much make our dear rockers feel like diamonds! I hope you come back soon to hang out with the band.

Keep the band together!

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
Bel Air, Maryland
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
3 of 5 bubbles Reviewed 30 July 2014

Just got back from a week's vacation at the Hard Rock recommended to me by my travel agent.
The hotel, beach, and pool area are very nice. The service is the best I've ever experienced.
Everyone was friendly and bent over backwards to help you. Special shout out and thanks to Hector the bellhop, Ian & Ivan at the towel/pool area, Iyiana in the Marketplace, and Rosy who made sure we always had a drink by the pool---all lovely people and so nice to meet. My son who is 18 had the time of his life at this hotel....lots of kids his age, rock music, and dancing at night. There were also shows at the theater at night that were entertaining. Now for the negatives. There is construction going on by the pool which was very annoying. The sound of jackhammers while you're trying to relax is not a good thing. My biggest complaint is with the noise in the hallways and elevator lobbies. The doors slam very loudly. There is no carpeting in the hallways to absorb the noise so every little thing echoes. Unfortunately we were given a room right by the elevator--never again! One night we were awakened at 2:30 am by a group of teenagers screaming and laughing like it was the middle of the day. Luckily a guy down the hall from us opened up his door and gave them bloody hell for being rude and disrespectful. I didn't have a good night's sleep the entire time I was there due to the noise and the uncomfortable beds (which were not queen as advertised--they were definitely fulls). Lastly, the good was just OK. The marketplace was OK for breakfast but dinner was meh. Zen is pretty good and so is Ciao. Would I go back--no, probably not. I don't think I'll return to Cancun. My son was offered cocaine out on the beach in the evening when taking a walk with friends he had made...that scared me pretty good. We did not leave the property because I was afraid to. Live and learn.

Room Tip: Get one far away from the elevators!
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  • Stayed July 2014, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
1 Thank Jennifer N
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 review, 1 August 2014
Dear Jennifer N

I would like to thank you very much for your review, as a part of our customer service duty, i do personal monitoring all the opinions that get to us thru different channels of communication, TA is one fo them, thanks again for the invaluable feedback.

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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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:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre 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 Luxury Hotel in Cancun
#9 On the Beach Hotel in Cancun
#9 Top resorts Hotel in Cancun
#9 Spa 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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