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  • Mon - Fri9:00am - 9:00pm
  • Saturday9:00am - 7:00pm
  • Sunday10:00am - 6:00pm

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At a glance

  • New Resort
  • 5 restaurants
  • Spa
  • Live Entertainment

Hotel facilities

Bar

Fitness Centre

Hot Tub

Internet Access

Swimming Pool

Tennis

All Inclusive

Beach Holiday

TripAdvisor Traveller Rating

4.5

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Hard Rock Cancun

1 of 11 photos
WEATHER HERE

Rejoice rock n’ roll lovers, we’ve found your perfect Caribbean resort. Formerly the Cancun Palace, this hotel has been given the Hard Rock upgrade and keeping with tradition contains all the rock memorabilia you would expect including a jacket worn by Elvis Presley. There is a fabulous, meandering lake-style pool which features gorgeous ocean views and two swim-up bars. There’s an array of dining options to choose from including local Mexican specialities and a Brazilian steakhouse, which you can then follow with a show at the on-site theatre. All rooms have been refurbished to include special rock star twists and paraphernalia adorning the walls, there’s a double Jacuzzi in the bedroom and either ocean or lagoon view to check out your adoring fans below. There are some special kids clubs catering for all ages of children, including the brand new Little Big Club for your little ones. There is an on going schedule of live concerts, celebrity appearances and other exciting onsite activities. But if you just want to soak up the Caribbean sunshine from your private balcony, or recharge poolside, that’s fine too. Whatever makes you feel like a rock star.

Where is it?

On the white sands of Cancun and just a short stroll from Cancun's main shopping and entertainment area. Transfer time from Cancun airport: 30 min.

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Room information

601 rooms and 1 Rock Star Suite on 12 floors with lifts. All with air-conditioning and balcony or terrace, 32” flatscreen satellite HDTV, telephone, mini-bar stocked with soft drinks and local beer, liquor dispenser, coffee maker, in-room safe, alarm clock, hairdryer, iron and board and bathroom with double Jacuzzi tub. Deluxe Gold Rooms with 1 king-size bed or 2 double beds, sleeping maximum 4 adults or 2 adults and 2 children.

Room Upgrade

Deluxe Gold Room as above but with view of the Nichupte Lagoon.

Deluxe Family Room, exclusively for families is 2 interconnecting Deluxe Gold Rooms with 1 king-size bed and 2 double beds. Family amenities include Xbox® 360 and DVD Player, special room service menu for kids and slippers and robes for kids.

Rock Suite Platinum, sleeping 6 adults or 4 adults and 2 children.

Deluxe Platinum Club Room as Deluxe Room with 1 king-size bed or 2 double beds, sleeping max 4 adults or 2 adults and 2 children and with guaranteed ocean views and Virgin Holidays exclusive club benefits which are as follows:
-Lounge access at your UK departure airport (from 2015 onwards)
-VIP check in with welcome cocktail
-VIP bracelet for Access to VIP beach
-Guaranteed Ocean View Room
-Premium brands in minibar and snacks
-Pillow menu and Aromatherapy in room

Eats and drinks

The Market, (International buffet open for breakfast, lunch and dinner) Frida, (Mexican à la carte restaurant open for dinner) Zen, (Japanese à la carte and with Teppanyaki tables, reservations required only for Teppanyaki tables, open for buffet breakfast and à la carte dinner). Ciao Italian restaurant (open for buffet breakfast and à la carte dinner) Ipanema, (Rodizio Brazilian steakhouse open for dinner) Pizzeto, (brick-oven style pizza restaurant open for lunch) 2 swim-up bars, pool bar and lobby bar.

Fun and games

1 outdoor swimming pool with kids section. 2 outdoor Jacuzzis (adult only). Rock Spa with 17 treatment cabins. Fitness Centre with sauna and steam room. Beauty salon. Kids' club (4-12 years) with dining room, video and game room, air hockey, table soccer, mini-cinema, trampoline and an outdoor water paradise with kids' pool, flumes and slides and Little Big Club. 1 lit tennis courts and 1 basketball court. Table tennis. Sound of your Stay® program-borrow a guitar and jam in your room with the Ludacris headphones to keep the noise under control or simply download a free themed 15-song playlist to relax with your choice.

Entertainment

Daily scheduled activities including Spanish lessons, dance lessons and water volleyball. The Show Theatre with evening shows and bar service. Kids show once per week with celebrity cartoon characters, once a week.

Handy stuff

Rock Shop. Laundry service*. Free WiFi. 24-hour room service*.

Additional information

Dress Code: Smart casual for dinner

*Denotes local charge.

Accessibility

Good general access around the property: properties that offer good general access for those guests who are able to walk short distances and can manage up to six steps. The Virgin Holidays Special Assistance Team can be contacted by e-mail at special.assistance@virginholidays.com or call us on 0844 557 3998, Monday-Friday 9.00am-5.30pm.

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Hard Rock Cancun

  • What to Expect:
    • 4.5 based on 2187 reviews Location
    • 4.5 based on 2177 reviews Rooms
    • 4.5 based on 2286 reviews Service
    • 4 based on 2171 reviews Value
    • 4.5 based on 2200 reviews Cleanliness
  • Traveller Rating:
    • Excellent (1469)
    • Very Good (521)
    • Average (248)
    • Poor (107)
    • Terrible (72)

I had a wonderful vacation at the Hard Rock Hotel with our friends and the new friends we made. I've been to this property before when it was the Cancun Palace. There have been some very nice...

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5 of 5 stars
Sep 1, 2014 - Wendy R -

I had a wonderful vacation at the Hard Rock Hotel with our friends and the new friends we made. I've been to this property before when it was the Cancun Palace. There have been some very nice... Read more upgrades like the addition of the Brazilian restaurant, the dj playing music at night. The staff is great, very polite, courteous, and work really hard. I did notice that the hard rock is busier than the old palace, but have about the same number of workers. I think more workers are needed. The biggest improvement is Fred and Juan the managers. They are constantly seeking feedback from guest to improve the hotel, They are the real rock stars of the hotel. I feel I should set the record straight on a couple of things so expectations won't be unrealistic. This isn't a white glove 5 star hotel. It probably will never be a 5 star hotel. It does not have butlers on every floor, and they don't make cute little towel animals to leave on your bed, and the sheets aren't made of imported silk. The resturants aren't gourmet suit and tie with a menu with stuff you can't pronounce. This isn't a secluded hotel that is quiet and serene. The entertainment isn't las vegas or cruise ship quality. The reality is the hard rock is a fun, lively place with clean rooms, outstanding service, nice atmosphere right on the beach, and a stones throw from downtown. The food is very tasty and there is something for everyone. The price is very reasonable for an all inclusive hotel. If you are a person that doesn't like noise or it bothers you seeing people partying and having a good time this wouldn't be the place for you. For everyone else this is the place for you. A few tips for people that have never been to cancun. Don't stress about knowing spanish almost everyone in cancun speaks english. Don't worry about converting dollars into pesos they take dollars every where, they prefer dollars. Arrange for transfer to and from the airport with the hotel. When you clear customs/immigration head straight outside don't stop until you see the guys in a hard rock uniform. There will be lots of hotel reps and vendors calling you over. Don't stop! There will be lots of people trying to get you to purchase excursions, wanting you to come to presetations by offering you free stuff. Don't fall for it. The Hard Rock will arrange your excursions, and tell you about the tours. Thanks to Fred B, Juan, Fred (female), Maldonaldo, Samuel, Tony, and the rest of the wonderful staff at the Hard Rock that made my trip wonderful. Read less

4 of 5 stars
Sep 1, 2014 - Norrua -

I want to thank all of the staff for their hospitality. But especially bellboy Jorge, the French waiter (forgot his name), pool bartender Jaime, and the very friendly Adali (tacos by day, Italian by... Read more night). Other then the million calls by the legendary staff, I had a great time. Till we meet again. Read less

4 of 5 stars
Sep 1, 2014 - Aida F - San Luis Potosi, Mexico

If u want to go somewhere different in environment this is the place.. Even the food and facilities are average.. They have something that feels different and good. Lack of maintenance all around.. I... Read more don't think this is a place for exigent people.. The pool has a nice view to the sea.. Concierge supervisor was helpful with requests...Thanks Cesar (Zen) and Johnny ( bellboy) u rock!! Read less

5 of 5 stars
Sep 1, 2014 - Keeva D -

I recently spent a week at the Hard Rock Cancun which was also my very first time to Cancun. It was the best family vacation thus far!!. Upon our arrival we were greeted by the friendly and... Read more professional concierge staff that lead us to the VIP area (we were booked as Hall of Fame VIP guests by our agent) to relax and enjoy light snacks and beverages while the staff collected our details and checked us in. We were then introduced to our Butlers Randy and Abrahem who took us to our room, booked our dinner reservations, reserved the VIP area near the pool, booked our excursions, spa treatments and did anything else we asked for. Their professional service was exceptional! There was a great choice of restaurants - we loved Ipanema and Zen the most but the others were fantastic too! And as many say, "All Inclusive" is definitely the way to go! It's truly a vacation when food and beverage costs are all covered!! The Mojitos, Margueritas, Daiquiris and Coladas were delicious! We had 2 family suites which overlooked the bay which was also a very nice view. The daily pool activities/entertainment and nightly shows were great too! We totally enjoyed the excursions as well e.g. zip-lining, cave swimming and rafting, amphibious jeep ride, Andrenalina wild boat ride, swimming with dolphins and the Tulum Ruins. There's so much to do in Cancun! One week was not enough time for us so we will definitely be back!! Thanks so much Randy, Abrahem and the HRC staff - YOU ROCK!! Read less

5 of 5 stars
Aug 31, 2014 - BalUK - Leicester, England

I decided to come to cancun for my 10 year anniversary holiday with my 2 children who are 2 and 5 years old as they love beaches and from my travels this was a place I recall had the best beaches in... Read more my opinion. Travelled 20th August to 27th August. I wanted to make this perfect and special so I set about spending some time to determine which hotel will do this for me. We usually do sensatori holidays (UK based thomson company top of the range we have done tenerife, sharm, crete and turkey in the last 2 years so will compare to this, and now we are converted) First off I would like to state that as a person it does irritate me when I read tripadvisor reviews where people have waited to come back from their holiday to whine and complain. Why not research beforehand to try and deal with issue before or during is beyond me?!? After scouring through a fair amount of reviews I honestly did have some worries about ths place, but I just contacted the hotel directly and they put me in touch with an extremely helpful lady called Laura Martinez, not only did she alleviate my fears she singled handedly was the sole reason why I decided to book with this hotel as she answered the abundance of questions I had and made my holiday one my wife and I will never forget. You will tell from my review I am a very detailed (Crossing the I's and dotting the t's type of guy) but I do this to ensure my vacation was perfect, to which this was) WEDDINGS/RENEWAL OF VOWS: As part of the Hard rock hotel package is a complimentary package, which must be booked at least 1 month prior to the event date to qualify. It does require a minimum amount of money (I think it was $200 - $300 to be spent with the photographers but they offer a package for $450 - $500 which do not form part of your resort credits. If this really bothers you then just accept $200 minimum and get one of your friends to take photos on the day. For us as suggested by Laura this holiday involved having a renewal of vows ceremony on the beach with a minister, flowers, cake, champagne, Dinner reservations, special breakfast etc etc and this was a big reason why we chose to book. We also arranged to have a romantic dinner on the beach that same evening just after the ceremony. Everything about this event was special and we even had a crowd gathering to watch and cheer us on. Cynthia from weddings you deserve a huge thank you for this, my kids simply adore her and were sad to say bye to her. This hotel really needs to promote more of this to the public as it's not obvious. CHECK IN: As we were an anniversary booking with an event, we were pleasantly surprised to such a warm welcome upon arrival, the best I have ever experienced in the many many hotels we have been around the world. We felt like true rockstars with our own little board with a guitar at check in with special area. Despite having just endured an 10-11 hour flight and transfer this was a lovely touch. We were assigned a concierge contact who essentially was on call for us for anything we needed, their job was to make us happy and boy did they! Randy, Abraham and Fred (Operations manager)..... You guys rock and I can't wait to see you again some day!!!! ROOM: We had booked a deluxe platinum room and that is what we got, facing the beach. We were fortunate to have one with a larger balcony than others but we didn't spend much time on it anyway as all we wanted to do was beach and swimming. We did pay for a VIP membership for $25 a year, but this only guarantees a room upgrade subject to availability, which was no bother to me as the next room upgrade of family suites didn't have beach views and we were most likely to reject this 2 double beds, modern decor, jacuzzi tub perfect size for 2 adults and 2 young children to relax after such a hard day on the beach/swimming and twin sinks. Would be great to have more wardrobe space but that was my only niggle. Yes the walls are thin and yes you can hear the lift and people outside at 3am in the morning when they are coming back, but Tripadvisorreviews helped prepare me for this, and I found it bitter sweet when my kids would wake up at 6am - 7am and would "return the favour" to our next door neighbours :) My favourite part was having a fridge stocked up with juices/hersheys milk shake, beers, soft drinks and my own shot pourer with bacardi, tequila, vodka and whisky. I did set out to try and drink the bacardi bottle once the kids were asleep but I failed this mission miserably :( RESORT CREDITS: We were entitled to $1800 of these for our 7 night stay. All reviews state that the best value to use these are on tours or spa packages. When we realised how hot it gets during the day we suddenly realised a full day at Chitzen Itza, or Tulum is not going to work, and the kids were too young to go to Dolphin swims. So we were really left to use them on Spa treatments which was a "huge shame" ;) oh how bad for my wife and I to have 3-4 massages each during our stay (Yes that was sarcasm lol). Ok you pay 20% tax but essentially for a $200 80 minute deep tissue massage it would cost me $40 in tax which to me was a bargain. Manicure or pedicure was $35 for 25 minutes so $7 in tax, so don't mind if I do :). Best thing to do is book these in advance as slots are limited. If you don't mind paying for babysitting or have someone else to look after your kids then the dinner on the beach using $425 of resort credits ($85 tax) was great value too and everyone who did this loved it. The other things you can do with these is upgrade wine ($200 credits), buy some toys for the kids (Packages range from $95 of credits to $150), use them at the shop for stuff ranging from $100 to $500 but beware the tax on these are equivalent to going outside and getting the same thing for the value of the tax paid). We did do the rock shots service for $250 for a 30 minute session around the hotel, usually I cringe at these things but it is a special occasion, and you get 2 x photo prints OR digital photos included. Additional photos were $15 more and somehow I found myself buying another 6 of them...slap my wrist for being naughty but they were great photos of my family! If in doubt contact the hotel in advance and prepare in advance to save worrying about these whilst you are there is my tip RESTAURANTS/FOOD: as we were early eaters we got to try them all. Ipanema: Brazilian restaurant. This was great service and having been to brazil duing the world cup and eating at these types of restaurants on numerous occasions, this wasn't far off. The food quality was top notch and wished I booked this earlier. The drinks service for some reason was slower but didn't ruin the meal. My favourite was the steak and the chicken wrapped in bacon. Zen: Chinese restaurant which offers a la carte or tepinyaki. With young kids I decided on ala carte. This was the first time they experienced sushi and now they keep going on about it. The food again was top notch Ciao - Italian restaurant: Decent quality simple food and pasta and did not disapoint. We ended up coming here for breakfast everyday as the service was great. Frida - This simply does not compare to the above 3 restaurants, it really needs to pick up its game and make better quality food during the evening. Pizzeto pizza oven: Best place to eat during the day and early evenings. I must have had 6-7 pizza's made to order during my stay as I was hooked. The only issue was because it was so nice there were lots of people wanting to also eat so can get busy with lots of queues. Opposite this on occasions was a lady who prepared tacos and burgers. Pool bar food: The lady behind the pool bar to the right deserves some recognition, she churns out some decent tacos day in day out which were also made to order. Market buffet: It was decent enough with variety. The cooking station was the best place to go here. During the day they were very strict on people coming in from swimming. What doesn't make sense is that when I turned up in swimming gear before I was going to swimming (Dry) and I was still rejected? Room service: Oh how wonderful to have 24 hour in room service with no tray charge. We used this for booking in advance if my youngest had a nap during the day to coincide with when he wakes up or just unnecessary indulgence of cake, nachos, chips and a cheeky burger. Decent variety of food for what it is but it's not restaurant quality food, but decent enough. I liked how they also sent through alcohol and soft drinks despite having it in abundance in the room. My kids wanted chocalate milk and cookies for sleep time, they got it :) BARS/DRINKS First of all 2 words - Premium drinks. Loving this!!!. They even had my wife's favourite of disaranno which she drinks with cranberry so she was over the moon and a first for her. So there is a bar in the lobby with 2 pool tables that our kids hung out in the evening after dinner and prior to a show. Enrique looked after us during the day and was even so kind to offer my wife a special anniversary cake during the day to surprise her. Here was where you can get the cocktails made fresh and decent tasting. There are 2 x pool bars which we frequented but lots of people there during the day and a little rushed and hard to get seats sometimes. There are also bars dotted around like at the bottom of the steps near the buffet restaurant (Best place to get ice cold waters during the day) and a bar outside of the theatre whenever there is a show. There was a bar on the 3rd floor which was very very underutilised, I think the poor man who is there is bored and relished any company he had. Often I found myself going to him just for a quiet drink. Evening times gets a bit more rowdy but I just would come downstairs to get a drink my mini bar didn't have stock of or a specially made cocktail. KIDS CLUB A large part of why we chose this place was because of the kids club they offered. I was able to download the schedule and have to say its one of the most extensive ones I have seen. It includeds characters like bob the builder, angelina ballerina, barney and Thomas and although I have never left my kids with anyone unnattended at a kids club yet (My personal preference) I was literally this close to doing so with the kids club staff. We ended up just going stay and play on certain acitivies like the character breakfast, story time with Thomas or dancing with Barney and making use of crafts and the pool table/air hockey and basketball games they had there. My kids loved going here at some point during the day but it is out at the front. They do have a pool outside which I will discuss later. Every Thursday they do the kids club show, it was entertaining but I just wished they did a few more in the evening like Sensatori does (6 nights a week). Saying that my kids just ended up watching the grown up shows instead. ACTIVITIES/SHOWS: I really liked how every week there is a printout of activities which largely occured in the main pool on the left hand side. We found ourselves getting involved (With the kids) to the pool parties, foam party, pool volleyball, guessing games and competitions etc. The activity team do a really good job and kept people entertained. When the dj stopped playing you will notice. Again something tripadvisor reviews prepared me for was a lot of music being played during the day which is what we wanted (Not just rock and roll). The shows - These were decent quality, we got to see michael jackson (My kids now have enrolled in a classes back in the uk to try and be like him), circus show, 70's show and the breakdancing one (My favourite). They occur at 9pm to 10pm which was a good time to take the kids straight to bed after. One minor gripe is that for a hard rock I expected a lot more live singing type entertainment ( I recall only one woman sang live during the 70's show) and maybe some stars turning up like I read about in Punta Cana (Enrique englasias just performed recently there). but not a problem. Ice bucket challenge was great fun: One understated activity was the tour of the memorabilia which very few write about, I found myself in awe of all the costumes on display and the guitars etc. But hidden away were some handwritten letters from Elvis pressley, prince, madonna and some letters from members of the beatles. It was a joy to discover everything and understand the story behind these and how they got donated and I guess many guests just don't appreciate this at all. BEACH: Lovely sand, gets really hot during the day, and the beds are split 50% legendary/VIP and 50% non. Either way once you get someone to put the umbrella up the service of deliverying the drinks to you was not too different. you can hire a bali bed for $200 resort credit ($40 tax) we decided not to bother. The sea was a little choppy but even with red flags you can wade in the clear water and have fun. Toilets and bar were close by and I miss this already :( POOLS: Kids pool is at the front of the property with a decent structure with 4/5 slides and lots of splashy spray areas. Whilst my kids loved coming here I couldn't put my finger on why it was under utilised, until I went to fetch some alcoholic drinks from the lobby bar only to be told these were not allowed. All of a sudden the penny dropped as all my times going to these types of resorts I have never experienced this (You would think they would assume parents to be responsible), this is my major major suggestion to review as everyone including us ended up in the middle area of the main pool to relax. The infinity pool: Left hand side busy, right hand side relaxed. Despite being a full hotel I didn't feel this was over over crowded and getting sun beds wasn't mission impossible. yes people were doing the reserving thing but if you asked someone to help they will find you a spot. Under utilised kids pool on the 3rd floor on the right hand side and a vip pool in the middle on the 3rd floor. The infinity pool for us was perfect and the temperature of the water was great. SERVICE/TIPS: Ok so I am an accountant, and generally shrewd with money. What I did find was the service to be awesome and I have never spent so much on giving out tips to people. way in excess of $250+ in $1 and $5 bills. Let me make it clear these people were not expecting tips or making it obvious they were expecting tips, they just did things that exceeded my expectations such as: - Making balloon animals for my kids without asking - Remembering where I wanted to sit, my family's choice of tea/coffee/soft drink and alcoholic drinks - Remembering our names and offering cocktail concoctions that would suit our taste buds - Consistantly having the can do attitude of getting things done, no matter how obscure the request. - Generally making me feel like a rockstar I also want to make it clear paying someone a tip didn't mean you jump queues in line for food, tables or drinks which was great. TIMESHARE SELLING: Guess what? we were never harassed or hasseled to one of these meetings. Why? because I didn't need addiitonal resort credits or heavily discounted/free tickets to places. Let's make this clear,if you are going to go to one of these things for these benefits then expect some pressure selling as the rule my dad tells me (Nothing in this world is free). Now that I have experienced Hard Rock I want to try a few more before I commit to anything like this but I am not going to rule out the possibility now my kids are getting older. It just bothers me about people complaining about pressure selling when of course they would, they need to recover the costs of giving out free stuff........ CHECKOUT I have never felt so upset about leaving this place, and when randy cut off my wristband it hurt me to be going home.Perfect amount of time would have been for 10 days. My children were visually upset in leaving one of whom had a strop on the sofa. My 2 year old and 5 year old were walking around shouting rock star making the hand gestures throughout this whole holiday. I had a few people make special trips out of their way to ensure they said goodbye to me like Laura Martinez, Cynthia from weddings and even Fred the operations manager who always said hi to me during my stay and asked how it was going, added to the personal touch, almost feeling like I was their family. You treat people with respect, you will get it back is my motto!!!!! EVEN BETTER IF's/SUGGESIONS I have made a couple already throughout this post but some more - Free transportation to go visit the riveria maya property would have been nice for the day and use their facilities, I guess their guests might want to do the same?!? - Looking back there were lots of people who were working behind the scenes or not visual (Kitchen staff, chefs, cleaning staff) who all helped make the overall experience, work. I never tipped these. So why not do what they did in Hilton Mauritius and ask for people to tip a lump sum at the end of the trip for this to be spread out equally amongst staff? - Reminder about offering some form of alcholic beverage service to parents in the kids club pool with slides. That was surprising. So if you have made it this far well done, I just have to say hotel is great, read up on the reviews beforehand and decide if this is for you (I.E thin walls and some noise at night), any issues you need to clarify then do so beforehand with the hotel. For people who read my reviews they know I respond to individual questions, and 3 days back from holiday I am already working on whether I will be going to Punta Cana Hard rock hotel or getting a group of us together to come back here in 2015/16. This hotel has many assets the biggest being it's staff and people which the manager should be proud of, whom, I miss them already. So for me it's not "goodbye Laura, Randy, Abraham, Cynthia and Fred", its a 100% definate "see you soon amigos!" Read less

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