Also Adrian by the pool with the great drink service.

Pools and beach were clean and beach chairs were plentiful and comfortable.

We requested, AND PAID FOR, a suite with a large balcony with jacuzzi.

Pools, ocean, restaurants are all very easy to get to.

That means the house keeper, bar keeper, the people who bring your drinks at the pool or the beach and yes, the servers in the buffet who bring your drinks and clean up after you.

The boys that serve around the pool and on the beach do a great job, they certainly get their share of exercise.

This hotel caters to pool parties every day, ALL DAY, which is fine, I guess, BUT at night, I just want to sleep!

The resort has 5 pools, the VIP pool very clean and comfortable.

The pools are at nice temperatures, some slightly cooler

We enjoyed a blissful week watching the ocean, hanging out on the beach and pool, sipping our drinks, enjoying the parties and the entertainment, and the many food options.

The setting is right on the beach, with plenty of pools and different bars.

but that’s all I could really complain about, breakfast is yummy, especially the home made omelette, we ate in most of the restaurants and they where all yummy, the pools where clean, the staff where friendly and it was a brilliant experience, I would definitely recommend the hotel and would return, thankyou riu

Elvis (I know) and Alphonso stood out in the main buffet restaurant and around the pool Alberto , Rene and Guzman stood out also.

Special thanks to Martinez, Fernandez @ Jonathan from swim up pool bar they really made our holiday.

Hotel was fabulous, a lovely position on the beach with ample space around the swimming pool.

Bruno at the adult pool was particularly great.

Property is sprawling with multiple pools and a large private area on the beach.

The amenities, like the shampoo and soap, were really awful smelling and totally dried out our skin.

It has flaws such as the shower floor being slanted away from the drain which means water stands inside about 1" deep.

We visited the place at middle of November 2023 , we arrived late after 12h fly , there was one person at reception, waiting 40 min for check in, no one help as with the luggage, so we took it ourselves to the 1st floor ( we stayed in villa) , there was no food, drinks for us , everything was close and the sports bar was empty… The room was covered with mold, the smell was horrible.

Our initial suite/room was not ready at check-in time (3:00pm), quite probably someone was perfuming our room to kill the smoking odor last minute,

During the day it’s overpowering and during the evening can be heard even on 16th floor with the doors closed, in the buffet hall and foyer.

So imagine coming back to your room and the food from the night before and getting slapped with the smell.

That was 5 hours earlier- how had the staff not cleaned up vomit?

Amazing food and service all around, my only complaint would be the amount of cigarette smoking all around the property in indoor common and beach area.

but it’s cleared each morning and we didn’t see any rotting piles of it on the beach and no smell.

We also we had to take a shower with roaches because the water did not go down the drain, so we had roaches to swim around.

On our first night there the jacuzzi in the room wouldn't get hot and the water stunk so we didn't even use it.

He tries to make his way to the bed and is throwing up, dizzy, cross eyed, falling down, and having trouble breathing.

Old, worn-out beds
Outlets in room don’t work 
Lights in rooms don’t work 
Jacuzzi don’t work 
Shower doesn’t drain
Food made me sick for two days
Manager lie to us about airport transportation

Rooms are damp and needed some TLC, we didn't use the spa bath as the fittings were very old and uninviting.

We Were told You cannot smoke on the secured side.

We had some pop up in the villas on our last couple days, smoking by the pool.

Last day we went to Ventura Park and swam with the dolphins!!!

Hotel Riu Palace Peninsula

smell

Free parking

Free internet

Pool

If you can’t find a bed round the pool they will find you one!

For more details: 
Amazing Pool, Staff, Service 
Love the energy at the pool every day.

There is a kids club on property with a kids pool.

The food itself once you get seated is excellent, the service is pretty good and the pool area is amazing (the water is too cold)

Let’s start with the good:

The pool is amazing.

To the guys at the pool Tacho, Angel, Bicho, and Tony.

The overall trip was top notch, from the bartenders one of them being Willy at the pool bar to the waiters, the cooks to the entertainment crew , top notch!

The beach and pools are great here, beautiful and calming with a mix of party vibes from events thrown in by the hotel.

I just love the service and attention we get from all the staff specially Jessica our coordinator and not just her our servers Bicho out side by the pools and at the beach and Lety, Rafa, also and Oscar took care of us inside in the lobby at night time they deserve a rise or more like a paid vacation oh!!

Angel and his team are also great at caring for the pool area.

The service, all the in hotel restaurants, and pool area exceeded my expectations! !

The beaches out front are awesome, the pools really nice and the service was exceptional.

Golfing, beach, pool, eat, read, sleep and drink.

She reserved pool side chairs, beach beds and so much more.

Luna our Pool waitress was so nice and remembered what my family ordered and made sure we got served.

There was 15 of us there at one time and couldn’t have done it without the help of our managers Rafa, Alexis, Gerkyl who helped coordinate from beach, pool chairs to dinner reservations to my birthday celebration at Zen along with the beautiful bday celebration decorations in my room.

The pool concierges Bicho, Tony & Angel were just as amazing.

If you want to pay silly money for a view then that’s up to you!

Don’t even think you’ll get beach service unless you pay for a cabana.

Paid $1000 a night and didn't feel like it was worth it.

Even on check out we left a day early on Christmas because we had enough couldnt figure out we had paid already and asked me to do it again.

In addition, they attempted to shake me down and have me pay for a guest not staying at the hotel (staying at the Westin down the block) that I spent time with, despite me meeting the person on their premises and the person’s unchecked entry due to their own security’s negligence.

But the thing that I am very disappointed about is that  the pools don't have climate control, the water is super cool to the point that almost no one is enjoying, for a 5 star hotel at this price range, looks very bad.

but staff was rude, service we ordered and paid in advance for our bedroom wasn’t done as ordered.

Booze options reduced and past premium brands replaced with cheaper alternatives.

6) I paid for wedding services and the hotel charged additional charges to my guest entering the property.

For the price hotel is pretty outdated could use some consmetic work.

but i told her i do not needed it because i cannot smell; nonetheless, she charged me for it $25 USD, which is not fare.

🦈

Be careful, watch your luggage, don’t trust anyone, and don’t travel with expensive shoes!

They checked us in with a terrible room and we were asked to pay $156 extra for it.

If you want to experience luxury and great service in Mexico please avoid Hard rock hotel at all costs!

For the prices charged the hotel leaves one a little disappointed, am led to believe the naff view from our room is more to do with Tui rather than the hotel.

Wishing they paid more attention to detail regarding music selections and entertainment in that the vast majority of it catered to young adults.

You have to pay $20 if you do not return your towels,

The price of the massages is a little crazy even with a discount though.

Building was under remodeling and there was noise  and dust sometimes and nobody told us that.

4) I was not able to sleep well due to the construction noise.

but was slightly noisy but was bearable with the bathroom door shut.

The seating was limited so you couldn’t really avoid the noise.

From our room, the “presidential suite” with peeling paint and cracks and hot tub with jets that don’t work, to the hallway full of dust from concrete work on an elevator shaft to terrible barely warm food at Ciao restaurant.

Nicholas took a written account of the encounter to the director, and assured us we would hear from him soon.

but the constant maintenance shows there is still a level of commitment .

This is more a pint of tequila in a plastic cup with a gang of fat drunk americans shouting .

And, it is a shame that the grounds music (what they play through all the speakers) are on the same time as the DJ music; you can hear both standing in the pool which is very annoying.

The swimming pool and beach are insane (except by the noisy activities and a few kids playing), I did a lot of research about other resorts and I believe Hard Rock has the best pool (it seems you are inside the ocean), and that part of the beach is the best in Cancun.

The lobby bar is under renovation and this makes the are very loud and  crowded

Having arrived from a 14 hour trip, to be greeted with no welcome drink and a  deflated receptionist, in a very noise lobby was disappointing!

We were woken up by family pounding on our door in the middle of the night, and opened the door to smoke filled hallways.

The hotel is super old, the air conditioning was always very warm in the restaurants and common areas, the lobby smells like mold and urine, there was only one lift working, so for us to go to 11th floor was a nightmare, the room doors  are old and super thin so you hear all the noises from the hallway.

So I'm telling her our plane leaves at 1.

I couldn't even relax in my room because of the noise.

The music in the bar area is not load enough to hear most of the time which is annoying.it is a boring hotel 
We had a problem with our key not working so went to reception, only one desk was open checking people in

We did 2 off-site activities: The Dolphin Experience and Ventura Park (see separate reviews for those).

Hard Rock Hotel Cancun

quietness

price

Free High Speed Internet (WiFi)

Stores close at 6pm no entertainment, nothing to do after pools close, adult entertainment is only for “club members and no kids allowed” 

All  “2” elevators break down daily,,, mind you neither have AC and got approx 6 people tightly in each….. when they do work they stop at every floor without

3.Hotel elevators never worked and there was no AC and the buildings were uncomfortably hot.

The wait for elevators were long due to one broke down.

Elevators don't work- people were stuck inside!

We were on the 10th floor and with 2 tiny elevators that take forever you can imagine how frustrating it was to come all the way up to your room after a long day of travel excited to finally put your bags down and hit the beach-

There are 2 small elevators that barely fit 4 people in and are disgusting, slow and old.

The elevators are extremely slow, so best to stay on a low floor and take the stairs.

There are just two lifts servicing all 10 floors so it was a constant wait for the lifts (and only one working at times).

What I didn’t like are the elevators line ups.

For such a big hotel, the elevators are very tiny.

but still room for improvement in some areas such as maintenance on floor tiles, elevator buttons, arcade games, and entertainment.

Our building only had 2 small elevators that were always busy.

There was no AC in the lobby or elevators or hallways.

The big cherry on top was the same day they were going around knocking my mother got stuck in the elevator for over 30 minutes and no one was aware until I went to the front desk and complained.

The manager who checked us in just gave us the keys and said bye, we never received a welcome and where restaurants were located, location of our room or elevators, no orientation of the resort, I asked for information and had to get each piece of information one question at a time, and I am fluent in Spanish.

The elevators break down like three times and there are only two elevators so that can get annoying.

There is a single elevator around the corner that is much faster.

Ohh almost forgot careful when u get on the elevator it dropped from 8th fl to 2nd fl and when reported the receptionist at the desk stated “ ohh that happens sometimes”😳REALLY! !

but not at Oasis Palm (there’s one only in the lobby near the elevator and when you first enter the building).

Adults only in this section with your own bar and pool. WoW!!!

They have multiple pools and restaurants.

And there’s huge roaches around the adult pool

We had sushi and burgers while we were at the pool area and unlimited alcoholic beverages .

The beach and pool areas are also lovely.

The service was great and the pools were very clean.

Rafael Pool Mesero de Buffet was an excellent waiter along with Ana that worked in the Buffet
We enjoyed our stay.

We were super well served by Ramon, Oman and all the pool waiters in a spectacular way and by Rafael and the team in the restaurant
Ramon, David are super friendly and attentive.

Great customer service especially from Rafael Pool, Joshua, Emmanuel, Emilio, and Daniel.

The Siam Kaan, the adult area, was very nice and the new pool was excellent.

As well the new adults only pool in this section is a fantastic new addition.

With so many choices to choose from as far as cooling down at the pools and beach we found great people who attended us as well.

Aramis is the bartender everyone Loves - @ the main pool & the Sensoria Lounge.

It’s supposed to include ‘jacuzzi or plunge pool on terrace or inside’

There is another family-specific resort connected to the Sens and all the kids come over and take over the Sens pool and beach areas, as well as the restaurants.

The Sens has two good sized pools and is situated on a nice little stretch of beach.

I  had lunch  while they were swimming in the pool.

Note that there are MANY families staying at this hotel, you see children and their parents at the pool, buffets and evening shows, we didn't mind as for most of the days we were in adult-only areas.

However if you plan to visit places on your own such as Tulum, Chichen Itza, Xcaret, Ventura Park and the 3D Museum it is best to rent a car and drive there.

The Sens Cancun

elevator

Parking

Wifi

Although is not an expensive place, it really isn’t worth what they charge.

Went down to the bar, had 3 margaritas, chips with salsa and an order of chicken wings, bill was $52 in US Dollars, we paid in pesos with our credit card, came out to $42 US without tip.

891035339

We got dropped off here by TUI  the company that doesn't talk to it's customers.. for a night of no water or food and a day of food you'd be embarrassed to put in the dustbin, incase the council tried to charge you for the removal of a biological hazard .

At the restaurant, service took forever & the waiter kept trying to give himself a larger tip when he finally decided to cash us out with the credit card machine.

When I drive, they allow me to leave my car for upto a week for no extra charge.

but that was immediately cut short when I had booked eight days through my agency, and the hotel tells me I have only one day booked and have to pay an individual tax of 58 pesos every day (they then charged me 91 pesos for the first night's tax.)

The price was cheaper than most of the alternatives in Cancun, particularly when taking into account the outrageous fares taxi drivers charge to take people to the airport.

The only thing was that when we checked in they charged us $25.00 more than what we had been told on the website.

If you encounter this, make sure you pay with a credit card!!

I took the key card, went to the room and that was when it just got worse and worse.

Second, when you get to the hotel the dumb clerk made me place a deposit when I had paid with points and they had my credit card on file.

I needed to go back to check in and renew my card!

Someone came up to the room to see the card receipt and confirm we payed.

The only thing was that you couldn't charge anything to the room so be sure to bring your creditcard or cash with you when you want a drink after swimming.

I’ve never seen a hotel charge you upon check-in, and not have a final bill upon checkout.

though I paid online, I was asked for a credit card, a common practice.

They ended up charging me twice for my room so had to send a complaint to Booking.com and a refund for the extra payment was refunded.

Food was not brilliant and felt very annoyed at being charged $10 for two small bottles of water - everywhere else we went in Belize, Guatemala water was free!

I can see why it’s billed as a business hotel because you wouldn’t want to stay for a full blown holiday,

The front desk claimed that the phone never rang.

The only minor downsides were that I wasn't able to get a very good signal on my phone using my data plan.

but wanted to get off call so she ended up hanging up on us.

Several items were missing from our possessions including expensive cologne, my cellphone, my fiance's engagement ring and even the wedding band from the box it was in, her anxiety medication, even the flamin hot cheetos I got her from America.

It would help if they answered the phone.

I told him it was only a phone in my bedroom.

I called two days prior to the arrival date and the representative told me that when i got to cancun airport, just call the front desk and they will send the shuttle to pick me up.

The telephone number starts only with 800.

At precisely 4:10 AM we get a wake up call to the room - we never requested a wake up call let alone at 4:10 AM!.

When we were departing I had to get mad for someone to call and give us an ETA on the shuttle.

After spending an afternoon trying to reach the hotel and being forwarded by front desk to reservations, disconnected, forwarded to reservations, forwarded to a Miami call center (×4), before finally reaching an employee who took our reservation as we pulled up at the hotel.

Attempted to call 10x+ times and still no pickup.

The instructions say to call a certain number on arrival.

The hotel room was loud, as in we could have carried on a conversation with the people in the room next to us and the doors slammed on the hall like a prison cell.

Shuttle service from airport was a bit problematic as we had a hard time figuring out how to call a Mexican # from a US phone,

Then it took 1 hour to check in standing in line,family of 4 in front and another man.So now we know why the phone was not answered.

One important note: I left my cell phone in the taxi that dropped me off.

Every noise from the hallway could be heard including a 2:30 AM room service call and early morning staff conversations at 6AM.

Just before its delivery, I tried to call for another request,

even though they told us to just call them when our flight landed.

The grounds, pool, gym are more like a large resort, super nice, I could easily spend a week here.

I ate quickly and returned to my room; I didn't even feel like going to the pool.

Pool was large and grounds were landscaped with fruit trees and other native plants.

The birds singing a full chorus at the pool was a nice bonus.

We really loved the beautiful pool area and getting pool side food/drink service, it was a lovely, little resort.

The room, pool, lobby, restaurant, common washrooms were all great!

The room was pretty good, the pool is nice, the restaurant buffet well worth while as is the free breakfast.

Courtyard is much nicer, especially the pool area.

The pool area is closer to that of a resort than a typical Courtyard - very nice!

The pool and jacuzzi are  great to cool of and the rooms are spacious, clean and nice.

Both properties have relaxing pool areas and comfortable sun beds The rooms are all modern and well appointed.

A great hotel with a pool and nice rooms.

Pool water was so cloudy, you couldn’t see the bottom.

And the grounds out back near the pool are really well kept.

but the hotel is RIDDLED WITH BLACK MOLD.

Lastly all od their soaps, shampoo, conditioner, and lotion smelled horrible like laundry detergent.

Stayed here before and carpet was moldy and there was smell of mildew in the bathroom.

Bathroom shower curtain was really dirty and disgusting.

It was so strong that my nose burned and i got a headache.

but not enough to make a stink), and we were charged for the breakfast – it was not taken out of the incidental charges.

No musty/moldy smell that you sometimes get in the tropics.

Room was the biggest disappointment, the first thing I noticed was hair in the tub and a terrible mildew smell, the shower curtain had stuff growing on it.

So much humidity it was disgusting to sleep in it.

If you head to the pool don't swim as it is filthy.

Jan, 6, 2024

Dec, 30, 2023

Jan, 10, 2024

Jan, 9, 2024

Nov, 26, 2023

Jul, 19, 2023

Sep, 27, 2023

Sep, 10, 2023

Jan, 8, 2024

Jan, 7, 2024

Jan, 7, 2024

Dec, 23, 2023