Hard Rock Hotel Cancun

Boulevard Kukulcan Km 14.5 | Cancun 77500  [SEE MAP]Cancun  [SEE ADDRESS]
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Courtesy of Hard Rock Hotel Cancun

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at the Hard Rock Hotel Cancun

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Guest Reviews

TripAdvisor Traveler Rating 1

Disappointed

Jul 9th, 2020

The staff was very friendly and hardworking, I fell in love with their warm and welcoming smiles. The problem wasn't the staff, it was more so the setup. They were serving very cheap alcohol, name brands I've never heard of. (SO STICK TO CHAMPAGNE OR BEER TO BE SAFE) I finally saw a bottle of Don Julio at the bar that's open outside by the pizza restaurant. It was hidden in the fridge and it sucks because I asked one of the bartenders if they had Don Julio and they said they didn't carry Don Julio which was obviously bs. The only reason I saw that they did have Don Julio was when another couple went up to the bar and asked for it and all of a sudden the bartender magically pulled it out of the fridge. So I'm confused as how it works, do they pick and choose who they give the good alcohol to? It's not a very cheap hotel to stay so why give us cheap stuff. Also, the food wasn't great, I kept getting cold food delivered. One night i ordered room service and I tried ordering a ginger ale and they said all they had was water. Lastly, save the best for last, I think they gave me a room where construction was going on. It was very early in the morning and there all kinds of drilling noises. It was very loud and annoying. They should at least give us notice that there is ongoing construction. I can hear all the loud carts being push and slammed, it was terrible. I'm truly disappointed with this Hard Rock, it was my very first time in Cancun and I wish I would have chosen another hotel and not go by the name brand. Thanks for the accommodation, but you guys can truly do way better. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Awesome experience at Hard Rock Cancun

Jul 9th, 2020

We came as a couple to Hard Rock Cancún and we have no words to describe how this stay was perfect, ask for room 714! The view is very nice The staff and the new COVID-19 protocols make the guests feel very secure : sanitizer everywhere etc Our experience at the Rock SPA was amazing : great facial massage and full-body! The staff is very kind and attentive to whatever you need/want We had the chance to assist to a rock show by Hard Rock, very good organization : Covid protocols respected (Social Distancing/ Facemasks/ Sanitizer) and very great vibes Special and huge thanks to Majo for her kindness, devotion and professionalism, the current situation is hard but all the staff is working so hard to make you have an awesome stay at Hard Rock Cancun. We will go back TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Very impressive resort!!!

Jul 7th, 2020

My wife and I stayed at the Hard Rock Cancun a couple of weeks ago. This all inclusive oasis was a great experience and exceeded our expectations! The staff was great and the location was prime. It is walking distance from two great restaurants (Taboo and Rosa Negra). From the pool to the restaurants, room service to the staff, all were amazing and zen. The rooms were also cleaned beyond satisfaction. If you happen to be up late, the room service club sandwich is a great late night snack! We would definitely stay at this property again. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Safe & Clean with Excellent Service

Jul 6th, 2020

Our family (2 adults, 3 teenage girls) just returned on July 1, 2020. I cannot say enough great things about our experience and the Hard Rock Hotel during this pandemic! Social distancing was done right! Every employee wore a mask at all times in the airport and hotel. Our shoes and luggage were sanitized upon arrival, and hand sanitizer was offered before and after every meal and available in the elevators! As soon as we left our table in a common area, staff cleaned it and left a "sanitized" card notifying the next guests that the table was available. There was never a question if a seat or table had been cleaned or not. Because the hotel is not allowed to be fully occupied, there was plenty of room to spread out and we could always find chairs and tables available by the pool at all times during the day. Not all the restaurants were open every night, but there was never a wait and no need for reservations! It was the easiest family vacation! Menus and schedules were only available via phones to protect everyone from touching the same items. With no buffet, the food was freshly cooked and served and very good. With no swim up bars, the staff went above and beyond to accommodate us at all times. The service was top notch - - never a wait and all the staff was friendly and polite. Our temps were taken upon arrival and entry into the spa or any activities. I compliment Hard Rock Hotel management and all the wonderful staff on a job well done during the pandemic. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Great service

Jul 5th, 2020

Spent 4th of July here. Facility is a bit dated but they totally made it up with the excellent service! Due to the pandemic, Only 3 out of 5 restaurants are open, Zen is awesome. The fried rice and Nigiris are on point. Roland and executive chef Castelar are so nice. We will definitely come back. TRIPADVISOR.COM USER 

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