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vladimir s
Moscow, Russia
12
great honeymoon
5.0 of 5 bubblesReviewed 30 Dec 2012
We area couple of late 30s from Russia who travelled to this hotel for our honeymoon. we stayed for 2 weeks at the hotel and for us the hotel is unparalleled in service and quality from any other hotel we had previously stayed at..

We stayed in the Deluxe Platinum room and loved the jacuzzi and the balcony!

The food is really excellent. hopefully we can go back!
Date of stay: November 2012Trip type: Travelled as a couple
5.0 of 5 bubblesValue
5.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
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Reviews (19,089)
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Reviewed 31 December 2012

this is a great hotel, with a great staff always willing to help. what really impressed the most, honestly was that this hotel is really an all inclusive. I mean I have been to many "all inclusive cruises" but at hard rock they take it to the next level, they even include long distance calls! I did not have to take out my wallet (other than for tipping) my entire trip! they give you resort credits depending on the days you are staying, and even thought they charge an 11% tax, its incredible. I went to the spa, to chichen itza, tulum, and did not pay for anything!!! would I come back?? Of course!!!

Date of stay: December 2012
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank rodolfo p
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.
Alejandro M, Customer Service Manager at Hard Rock Hotel Cancun, responded to this reviewResponded 8 January 2013

Hi rodolfo p, Thank you for the rockin’ review. We are thrilled that you had a fantastic getaway at our resort and took advantage of your Resort Credits in many of the activities, tours and excursions included. We would love to roll out the red carpet for you again in your next visit to Hard Rock Hotel Cancun.
ALL IS ONE.

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Reviewed 31 December 2012

I booked a 6 night stay and was given a $1500 resort credit. HOwever, the credit can only be used for few purchases. There is a resort credit store but you can't buy essentials like sunscreen or lotions. They limit what is allowed. You can use the credit to purchase sunglasses which are marked up 100% as well as silver jewlrey, which is marked up as well. There are several excursions that you can use the resort credit for. The excursion to Isla Mujer does not include any snorkeling or swimming with the dolphins, but does include the boatride and buffet lunch. You can also use the credit to order premium wine with your meals. However, when you do that there is a service charge added that you pay upon checkout. I purchased one upgraded bottle of wine with dinner for 6 nites and i paid a service charge of $205 upon checkout. The service was very good at the pool and beach as well as when dining. The walls in the rooms are paper thin so be prepared. We were limited to $300 of the resort credit for spa services. Tried booking services and could only get one service for the time there and it left a lot to be desired. Scheduled a deep tissue massage. I was never asked if I had problem areas or if i wanted a specific area worked on more than another. I kept requesing the therapist use deeper pressure but only recieved a fluff massage.

Date of stay: December 2012
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
4  Thank Lisa C
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.
Alejandro M, Customer Service Manager at Hard Rock Hotel Cancun, responded to this reviewResponded 8 January 2013

Hi Lisa C, thank you for your review, we are glad to hear that you used your Resort Credits in several activities, tours and excursions like the trip to Isla Mujeres, this trip does not include swimming with the dolphins in the same package though you can book the “swim with the dolphins” tour using your Resort Credits in a more fun and complete package, we recommend you ask our Vacation Planners about this tours and excursions there is so much fun using your resort Credits.
Due to the great success of our Rock Spa we have been very busy and we recommend booking your activities prior to your arrival with our tour info team ask for more details to your travel specialist.
Hoping to welcome you again soon here at the Hard Rock Hotel Cancun.
ALL IS ONE

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Reviewed 31 December 2012

I have been going to the Cancun Palace, now Hard Rock Cancun, for approximately twice a year for the last 4 years. I normally travel alone and the staff at the hotel have always made me feel welcomed and pampered. This trip was unusual for me because for the first time I wasn't alone. I tried to prepare my girlfriend for the high level of attention and friendliness she was going to experience from the staff and fellow happy vacationers but reality proved to be even more amazing! The service, hotel accomodations, and people were, and always are, outstanding! After the second day, my girlfriend was already talking about when we were coming back.

I am a veteran visitor of this hotel and I have never had a bad stay! It is one of my favorite places in the world!

I also want to give a GIANT SHOUT OUT to my favorite ladies at the pool and beach bars - Ceila Mendez, Amalia Perez, Amy Peiera. You're the BEST!!!!!

Room tip: Upgrade to the Concierge level. It is worth it.
Date of stay: December 2012
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
3  Thank Catizeus
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.
Alejandro M, Customer Service Manager at Hard Rock Hotel Cancun, responded to this reviewResponded 8 January 2013

Hola Catizeus, It is great to read your awesome review and title! That’s what we're talking about! That´s the way we want our dear rockstars to feel in our resort!
Thank you for mentioning Celia Mendez, Amalia Perez and Amy Peiera, we will let them know you thought their service rocked!! We look forward to see you again here at Hard Rock Hotel Cancun.
LOVE ALL SERVE ALL

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Reviewed 30 December 2012

It was almost 3 years ago when we first stayed at cancun Palace, we actually got married there . It was such a great experience that we always wanted to go back. let me admit though that we were disappointed when we were informed that it was a hard rock. we decided to go regardless because we wanted to relive our wedding. I am very happy we stayed there, I honestly get it and I admire the transition, I believe it was a great idea. I mean the hotel is very cool, it has a very fun vibe to it. Honestly, if there was something (the only thing) that I disliked on my first stay at the cancun palace was the lack of personality of the hotel, with the hard rock brand that it is not an issue anymore. the food, the service outstanding. the spa was great as well. the pool is completely renovated, it is very nice, and the wet bar--well what can I say? I spent most of my time enjoying my margaritas there.

Date of stay: November 2012
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
3  Thank Adelle N
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.
Alejandro M, Customer Service Manager at Hard Rock Hotel Cancun, responded to this reviewResponded 8 January 2013

Hi Adelle N, Saludos from the entire crew at the Hard Rock Hotel Cancun! We are very glad that you came back to visit our beautiful resort and relive such a wonderful memory as it is your wedding, we are happy that you loved our brand new facilities and felt like a Rockstar!! We hope we can welcome you back many more years to come, here to your special place, Hard Rock Hotel Cancun.
Rock on!!

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Reviewed 30 December 2012

We arrived at the hard rock hotel on Dec 26th and are still currently staying with them until January 2nd 2013.

When we arrived the reception and check in experience was good. The staff was friendly, however once past the front entrance...things were not as we have come to expect.

Our room was filthy, clumps of hair left in the shower. Walls are covered in smears of what looks like [--]. Our pillow cases were stained, towels have stains.

When walking though the resort hallways you feel like you are in a hospital or prison, very institutional.

The hotel looks like a cheap home renovation, slap some paint on and hope no one notices the rest.

The staff is overworked and under trained. This is a poorly managed hotel in my opinion.

On the positive side, the beach is beautiful if you get a chair by 06:30. The food is not bad.

Date of stay: December 2012
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
3  Thank YYC_1972_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.
Alejandro M, Customer Service Manager at Hard Rock Hotel Cancun, responded to this reviewResponded 8 January 2013

Hello YYC_1972_Couple, we appreciate your comments and feedback. We regret you left with a negative impression of our beautiful resort; we always encourage our dear guests to bring these matters to our attention immediately to make your stay a pleasant and unforgettable one, we certainly want our guests to have a blast in our hotel, we sincerely hope you give us an opportunity to change any negative perception you may have about our resort in a future visit TO THE Hard Rock Hotel Cancun.
LOVE ALL SERVE ALL

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