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Hard Rock Hotel Cancun

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About

#31 of 44 all-inclusives in Cancun
Location
Cleanliness
Service
Value
GreenLeaders Gold level
ENJOY THE BEST CANCUN ALL INCLUSIVE RESORT At our unique Cancun beach all-inclusive 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.
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Property amenities
Free parking
Free High Speed Internet (WiFi)
Pool
Fitness Centre with Gym / Workout Room
Free breakfast
Beach
Tennis court
Indoor play area for children
Valet parking
Wifi
Hot bath
Pool / beach towels
Infinity pool
Pool with view
Outdoor pool
Fitness / spa changing rooms
Fitness classes
Sauna
Bar / lounge
Restaurant
Breakfast available
Breakfast buffet
Breakfast in the room
Swimup bar
Poolside bar
Aerobics
Entertainment staff
Evening entertainment
Children Activities (Kid / Family Friendly)
Kids club
Kids pool
Pets Allowed ( Dog / Pet Friendly )
Airport transportation
Shuttle bus service
Car hire
Taxi service
Business Centre with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Couples massage
Facial treatments
Foot massage
Full body massage
Head massage
Makeup services
Manicure
Massage
Pedicure
Salon
Waxing services
24-hour security
Baggage storage
Concierge
Currency exchange
Gift shop
Shops
Sun loungers / beach chairs
Sun umbrellas
ATM on site
Butler service
Doorperson
24-hour front desk
Dry cleaning
Laundry service
Ironing service
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Room features
Air conditioning
Housekeeping
Private balcony
Room service
Safe
VIP room facilities
Minibar
Flatscreen TV
Laptop safe
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Room types
Ocean view
Non-smoking rooms
Suites
Family rooms
Good to know
HOTEL CLASS
5.0 of 5 stars
HOTEL STYLE
Ocean View
Trendy
Languages Spoken
Spanish

Location

Blvd. Kukulcan Km 14 Zona Hotelera, Cancun 77500 Mexico
Name/address in local language
Hard Rock Hotel Cancun
19,165Reviews1,945Q+A100Room tips

Reviews
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Desi E wrote a review 20 Apr
1 contribution
Beds were so comfy. Service was impeccable. Food Was delicious!! Overall great experience!!! There wasn’t one bad thing I could say about our trip. Everyone we met that worked For or with the hotel were amazing! Denise was my favorite! She was so sweet and helpful.
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Date of stay: April 2024
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Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Journey02889695201 wrote a review Nov 2023
Shelbyville, Tennessee2 contributions6 helpful votes
Hotel's Favourite
We are legendary members. While not for some, we feel it was worth doing. However….. we recently took friends there, and of course they took the presentation, which is initially thinly disguised as an introduction to the resort, breakfast etc, then quickly culminates in a hard sell experience. Our greeter was charming, and he quickly set up a meeting in the morning for breakfast. Before breakfast however, we were taken upstairs to the sales room where I knew the sales pitch was going to happen. Much to his dismay, when they came over I said no to the presentation, as my guests had not even seen the resort or experienced the superb quality of the amenities. We left after explaining our situation, and promised to complete the presentation later in the week. Fast forward a few days, and an associate named Nicholas became our go to guy. Look for him, I am sure he is a rising star at HR, he is well spoken, knowledgeable and personable. He set up a meeting at our request as our guests were genuinely considering becoming members. They loved everything about the resort and wanted to find out more. I have mixed feelings about the membership, but it made sense for us, and I wanted to see what was new in the ever changing HR world. We took the presentation separately, and when ours progressed to the sales pitch, I firmly declined to upgrade. A higher up sales associate confirmed my refusal, and that was it. Not the 1.5 hrs we were promised, more like 3.5, but we learned a lot about the possibilities and more about the perks of membership that we had not ever used. Our friends however had a markedly different encounter, sad to say. They did much the same tour, had some very nice young ladies showing them around and giving the initial pitch. While my friends wanted to commit to the membership, the timing was not good for them financially, which they explained politely, telling them that they would definitely “buy in” at a later date. This is where things took a bad turn. The initial sales person was replaced with a more forceful salesman (Mike was his name) who hammered away at them, despite continued explanations that now was not an ideal time, even though they wanted to commit. He continued to push hard, long after the first refusal, and eventual lost patience with my friends and basically threw them out of the sales area, pointing to the exit and saying “leave! Go get what you came for and leave!” What he was referring to of course was the gift they give for your time, which of course does not make up for the time spent or stress that a hard sell has. They cared less about the “gift” and it had little bearing on them being willing to take the presentation. Bottom line…. As a member, I was appalled at the way they were treated, and made a formal complaint against Mike. Nicholas took a written account of the encounter to the director, and assured us we would hear from him soon. We never heard back. While I love the Hard Rock chain, and have spent many holidays in some of their resorts, all great experiences, I would advise all new visitors to pass on the presentation, or at the very least, watch your time, and get up and leave after an hour and a half unless you are interested in spending money for a membership. Now the good stuff! As I said, Nicholas stood out amongst many, and I would seek him out if you go to this resort. There were many others whose names I did not get, but ALL the staff was wonderfully pleasant and helpful. The servers in all the restaurants were universally great, room cleaning staff did a wonderful job every day (please don’t forget to tip the housekeeping staff, they often get neglected in that area) and the pool entertainment guys and gals were super. Say Hi to Otto, Prau, Jessaquin (sp?) and they will endeavor to make your visit fun! Gustav in the swimup bar, ever ready to keep you supplied with beverage of choice! There were too many standouts to name, and once again the quality of this resort did not disappoint. The only downside and negative thing aside from the sales arena, was the way they have decided to split the resort. For those that have not been there, the resort is divided into two areas, one for families with children and one adults only. In the past it was almost evenly divided, and th pool at Heaven was adults only. It was a fun, party atmosphere always and in some ways still is. However the management decided to change the dividing line, and now the dive pool is in the family area, as is a lot of the previous adults only areas. It is a mystery to me why they would do this, now there is only one larger pool and the small Eden area that is adults only. The Hacienda area had many more pools already so it is hard to understand their reasoning. In that line, I cannot imagine a better place for a family with children to holiday, with so many amenities geared to accommodate those taking children.
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Date of stay: October 2023
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Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
5 Helpful votes
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Response from Customer Care, Other at Hard Rock Hotel Cancun
Responded 16 Nov 2023
Dear Journey02889695201, thank you for taking the time to share your experience with us. Please accept our apologies for any inconvenience you may have during your recent stay. Ensure that your comments will be channeled to the appropriate departments to work on the above details and we hope to have the honor to serve you again whenever your travels bring you back to Cancun or any of our Resorts in Mexico and the Dominican Republic.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Storyteller287400 wrote a review 20 Apr
1 contribution
The Butlers are amazing (Alexis and Gerkyl). Anytime we needed something. It happened right away. The grounds are beautiful. Food and service is wonderful. Our room was set up perfectly.
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Date of stay: April 2024
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Location
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Service
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Trip type: Travelled as a couple
Room Tip: Music is loud on weekends in late afternoon. You must pay for transportation to the golf course.
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Dina A wrote a review 20 Apr
2 contributions
+1
I visited Hard Rock with a group of about 35 people this hotel was the greatest, service, staff and restaurants were excellent. Frida Restaurant was my favorite I want to think Fernando for his for his wonderful service he accommodated us with our request. Everytime we came he already knew what our drinks were, how many sugars we needed for our coffee and tea. He is the BEST. We were always greeted with a smile and a thank you and how you doing when we entered here by the hosts. I would definitely return here again thank you for everything and making my trip very enjoyable.
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Date of stay: April 2024
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Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Amit K wrote a review 17 Apr
Maple Grove, Minnesota82 contributions48 helpful votes
My wife and I recently had the displeasure of staying at this property from the 13th to the 17th of December, 2023. I am writing to share our overall experience and, regrettably, to let others know to avoid this hotel. To provide some context, we booked a Lagoon View through Shaadi Destinations. It came to our attention that the price through Shaadi Destinations was significantly higher than the price offered at Costco. While I understand pricing variations, this added to our initial concerns. At hotel check-in, we encountered delays due to a shortage of bands at the reception. Subsequently, we were assigned Room 18, which, unfortunately, did not offer the Lagoon View we had expected. The room presented several issues including excessive humidity so much so that the floor was slippers, and the mirror was totally fogged. Additionally, a shortage of towels, and an absence of shampoo in the bathroom was a slight inconvenience. These oversights were unexpected and not in line with the level of service we anticipated. Our challenges continued with a broken curtain in our room, making it visible from the outside since the room is right on the ground floor (and clearly no lagoon is viewable from the room). Despite reporting the issue, we were informed that maintenance would only address the concern when we were present in the room. Post-dinner, the maintenance team arrived well past midnight to rectify the situation although we called multiple times, and were told that someone is on the way, which clearly wasn't true. Unfortunately, our room's proximity to the service area resulted in disruptive noise throughout the night and early morning, prompting my wife to request a room change. I even recorded a video of the sounds we heard through the night and showed the concierge. My wife requested a new room, and we were told that we would get a new room but need to checkout by noon, and will be allotted a room after 3 pm. So we packed our bags and bell desk took our luggage. Our new room was 875 which was ready on time, and we called bell desk to get our luggage but over an hour later, the luggage wasn’t delivered so we went down to the bell desk and collected it ourselves from the front of the hotel. Additional challenges included difficulties in accessing room service due to ongoing TV maintenance in the new room (no access to any channels) and the inability to place breakfast orders the night before. These issues impacted our ability to enjoy the amenities offered during our stay. Despite these challenges, we found the dining experiences at Ciao and Zen to be noteworthy, with exceptional food compensating for occasional service delays. Initially, we didn't get a reservation at the steakhouse but a $20 tip helped secure a reservation. We appreciate the efforts of the concierge, particularly Valeria, who attentively listened to our concerns and extended offers for restaurant reservations and complimentary massages. Regrettably, scheduling constraints prevented us from availing the massage services. In reflecting on our stay, it appears that there may be staffing shortages and a focus on cost optimization. Training deficiencies in certain areas also became apparent. Considering the extent of our challenges, we believe that the hotel should have offered us a refund to some extent but we wrote emails twice and didn't even get an acknowledgement of the email. So, it's a decent property but getting rooms is luck of the draw!
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Date of stay: December 2023
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Trip type: Travelled with friends
Room Tip: Pool Bar Service can be slow. Prepare to tip to get a restaurant reservation.
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Judy G wrote a review 16 Apr
1 contribution
The staff at HR Cancun were excellent. In particular, our butlers Jessy and Neto made our trip stress-free and absolutely fantastic! This was the first time that we didn't have to ask several times to get something done. Jessy's attention to detail is above par, arranging our day before we even asked for it. Exceptional! Also, the towel guys, Gabriel and Willy, in pool area were excellent. Everyday they greeted us with enthusiasm and always used our names and engaged in conversation about our day. Gabriel even knew our beach walking schedule and would say, see you in one hour. I felt secure, knowing he would send out a search crew, if we weren't back on schedule 🤣. They all made it a very enjoyable vacation. See you next year! I need to mention Doris in the Spa, was excellent too, her mani/pedi was the best ever!
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Date of stay: April 2024
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Trip type: Travelled with family
Room Tip: The hotel needs to be renovated and the rooms need soundproofing. We could hear the loud lobby...
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Ken wrote a review 16 Apr
Vestal, New York2 contributions
We are members of the Legendary Vacation Club for over 5 years. Our first choice for this week after Easter was Hard rock Riviera Maya. Unfortunately it was fully booked and we decided to try Hard Rock Cancun since we haven’t been here. The initial impression was that the hotel is smaller and older. The rooms are smaller but still very comfortable. The service, food and especially the shows were excellent. Our butlers Hector and Ab were especially good, making the trip so much enjoyable. Overall we enjoyed the week very much.
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Date of stay: April 2024Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Debbie wrote a review 16 Apr
2 contributions
Just got home from Hard Rock Cancun. We were hesitant about picking this particular location as we are late 50's and thought this was a younger party resort. WOW were we wrong! We had a fabulous time. Our extraordinary butlers Hector & AB went above and beyond. Not only did they take care of our special requests (a bottle of Tito's in our room) the special poolside seafood lunch was incredible. Can't wait to see them at Ava!!!!
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Date of stay: April 2024
Value
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Location
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Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Stacey T wrote a review 16 Apr
2 contributions
Hector and AB (butlers) were amazing! Jesus at the pool was the best waiter we have ever had! Absolutely great experience with the 3 of them ! The hotel itself is in desperate need of remodeling, but service was top notch. Our room was on the third floor close to the elevator and my biggest complaint was that there is no true bar at this hotel and they've turned the lobby into an open bar. There was extremely loud music that plays until 1230 at least every night we could not get a new room until, the last two days of the trip and at that point we just chose to stay. We were guests of high-level members and that was a huge disappointment. Also, I found the Legendary sales staff were rude and tried not to honor what they promised because we would not upgrade The spa was very disappointing, but again I attribute this to the fact that the hotel needs remodeling.
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Date of stay: April 2024Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Rahim K wrote a review 15 Apr
1 contribution
We are currently on holiday at this hotel, and I have found it to be a rather poor all inclusive break which is most definitely not 5 star, or even 4 star for that matter. The hotel facilities are rather dated in comparison to other all inclusive hotels I have experienced worldwide. In general, the hotel operates on a tiering basis. Hall of fame members are treated like royalty, whereas all other hotel paying customers are treated as second class citizens. An example of how this dual status operates is when trying to obtain sun-beds during the cause of the day. In most other hotels I have stayed in, once one puts their belongings on a sun bed it is safe to assume a) the sun bed has been secured and b) your items will not be removed. However, at this hotel, if you are not a hall of fame member and you vacate your bed for 30 mins, your items are removed by the pool staff in preference for these hall of fame members. The hotels has four main restaurants, Zen, Ciao, Torro and Isla. In general, we found the food experience to be mixed. We attended Ciao, which according to reviews we had researched was supposed to be the best restaurant in the hotel, however our experience was so different. We found the quality of the food to be poor and food orders were brought to our table separately. For example, for each of our main courses, accompanying side items came to the table 10- 15 mins after, which obviously meant the food went cold. In Toro, we had a mixed experience. The first time we attended this restaurant, we were delighted with the food. However the second time we attended the bolognese sauce contained ice cold mince, other foods were raw, and the steaks were stone cold. The mac n cheese was boiled pasta with no sauce! At lunchtime, bar the burger and pizza bar by the pool where there is no seating, or Ciao where the food takes hours to come, Frida is the main option, which offers a buffet service. I can only liken this to a canteen. Again we found this experience to be mixed. On some days the choice of the food was better, but other days we found the food to be raw or undercooked. For example, the beef hotdog my child chose was raw - three times!! In terms of facilities, there hotel has only one pool available to non hall of fame members. Having been other non inclusive hotels and compared to other hotels in Cancun, not having other pools such as a kids pool was surprising. You can’t access the pool without walking around about 20 beds that are crammed together like sardines for the infamous hall of fame people. You can’t see your kids in the pool unless you are in it too as the view is blocked. Our room, supposedly a presidential suite, was clean but not luxury. There was a constant issue with the toilet flusher. I haven’t even mentioned the constant barrage of staff trying to sell you the hall of fame package for $200,000!!!!!! If this is an example of what this package offers then NO THANKS. Overall there are way more negatives than positives to this hotel. In general, my advice would be that if you are not a hall of fame customer than look elsewhere for a more enjoyable and pleasant all inclusive hotel. And even if you are a member, this is not a 5 star hotel. The worst 5 star all inclusive resort we have ever visited. The staff are EXCELLENT at batting off complaints from one member to another. So you never get an answer or solve an issue. In
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Date of stay: April 2024Trip type: Travelled with family
Room Tip: Stay away. You can get much more for your money anywhere else
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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PRICE RANGE
$737 - $1,015 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
cancun palace hotel cancun, cancun palace resort, palace hotel cancun, cancun palace cancun
FORMERLY KNOWN AS
Cancun Palace Resort
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
NUMBER OF ROOMS
601
Prices are provided by our partners, and reflect total costs of the stay, including all taxes and fees known to our partners. Please see our partners for more details.
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HARD ROCK HOTEL CANCUN - All-inclusive Resort Reviews & Price Comparison (Mexico) - Tripadvisor

Frequently Asked Questions about Hard Rock Hotel Cancun
Which popular attractions are close to Hard Rock Hotel Cancun?
Nearby attractions include Escapology Cancún (0.5 km), Luchatitlán (0.5 km), and MUN Nightclub Cancún (0.5 km).
What are some of the property amenities at Hard Rock Hotel Cancun?
Some of the more popular amenities offered include a swimup bar, free wifi, and free breakfast.
Which room amenities are available at Hard Rock Hotel Cancun?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Hard Rock Hotel Cancun?
Guests can enjoy a swimup bar, free breakfast, and an on-site restaurant during their stay.
Is parking available at Hard Rock Hotel Cancun?
Yes, free parking and valet parking are available to guests.
What are some restaurants close to Hard Rock Hotel Cancun?
Conveniently located restaurants include Restaurante Careyes, Fasano, and Chambao Cancun.
Are there opportunities to exercise at Hard Rock Hotel Cancun?
Yes, guests have access to a pool, a fitness centre, and a sauna during their stay.
Does Hard Rock Hotel Cancun have airport transportation?
Yes, Hard Rock Hotel Cancun offers airport transportation for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at Hard Rock Hotel Cancun?
Yes, dry cleaning and laundry service are offered to guests.
Are pets allowed at Hard Rock Hotel Cancun?
Yes, pets are typically allowed, but it's always best to call ahead to confirm.
Does Hard Rock Hotel Cancun offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.