We stayed at Hard Rock Hotel Cancun between Jan 10 and Jan 17 of 2016 with our boys aged 2.5 and 9. Even though the weather wasn't perfect, we had a great time. Our room number was 714, located in the north wing of the hotel with a much bigger balcony. And when the north wind blows at some 30 miles per hour, trust me, you will want a balcony faces the south.
The hotel itself shows age, but very clean! Their staff is the best! Everybody is smiling and eager to help. I would give a 10 star to the employees.
Food was good and everywhere you turn, there is food! Coffee kind of sucked. Beds are comfortable. Kids club is the best.
I don't know what's going on with the TripAdvisor warnings about this hotel and it's ranking dropped from #11 to #49. This happened after I booked the HardRock. Have to say, I was concerned. But after my week long vacation at the property, I would say this is definitely a top 15 hotel. We stayed at the MoonPalace last year, and all of us agree that Hard Rock is better.
Working with the owner was very easy with email or even on the phone. I will recommend the owner and the property to my friends and relatives.