Safe + Sound Hygiene Protocols

Welcome Back

Hard Rock Hotel Cancun has implemented enhanced protocols & standards to ensure you enjoy a peaceful vacation.

This carefully managed reopening comes with added stringent health, safety and hygiene procedures in place.

Across our hotels, we have implemented enhanced health and hygiene protocols to provide you with peace of mind during your stay with us. To create our ‘“SAFE + SOUND” promise, we have developed a comprehensive, enhanced cleanliness and sanitation plan that consists of added precautionary measures throughout all aspects of the guest and team member experience.

Hard Rock Hotel Cancun has also implemented the global Hard Rock SAFE + SOUND program powered by Ecolab, which includes detailed guidelines and protocols followed by all branded properties around the world. Below you will find a summary of our enhanced protocols.

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Our Main Measures at a Glance


PPE and Hand Sanitizer graphis
deep cleaning and social distancing graphic
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What to expect on your future stay?


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Find the full enhanced cleanliness and sanitation protocols implemented to provide you peace of mind


pure room

Pure Wellness®


Paradise has teamed up with Pure® to offer their patented, 7-step purification process in select rooms to remove up to 99% of pollutants


Hard Rock Cancun Medical Assistance




Complimentary onsite medical assistance for all existing and new reservations from countries with this requirement.


hard rock cancun lobby



  • Please print out our mandatory HEALTH DECLARATION AND RELEASE FORM prior to your arrival. It will be requested at check in.
  • Please fill out this mandatory HEALTH STATEMENT prior to your arrival. It will be requested at Check-In.
  • Luggage items will be disinfected upon guest arrival by the bellboys.
  • Guest temperatures will be checked upon arrival via a thermal camera.
  • This area will be clearly marked for appropriate physical distancing.
  • All hotel wristbands and keys will be disinfected prior to providing these to guests.

listening to music in bed

Rooms & Suites


  • Extremely strict sanitizing protocols are used to clean guest rooms.
  • Full sanitization of guest rooms after each departure.
  • Masks and gloves provided to housekeeping and maintenance teams.
  • Room service will be packaged accordingly and delivered directly to the door with no contact.

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Common Areas


  • We have increased the frequency of deep-cleaning and disinfecting all common and public spaces.
  • Rock Spa, Body Rock, and Posh Beauty Salon appointments will be limited and scheduled in advance.
  • Dedicated measures for high-contact surfaces such as front desk check-in counters, elevators and elevator buttons, door handles, public bathrooms, room keys and locks, ATMs, handrails, tables, gym equipment, kids club, dining surfaces seating areas, pool chairs and more.
  • The use of facial coverings/face masks is required for hotel guests in all public areas with the exception of outdoor spaces, by the pool or beach or while actively eating and/or drinking or smoking. Designated areas include common indoor spaces such as the hotel lobby, retail stores, elevators, waiting areas of common facilities (like spa, salon, restaurants or bars), and the theater.

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Beach & Pool Areas


  • Pool activities will be temporarily suspended.
  • Pool and beach chairs will be cleaned between every use, and spaced out to ensure appropriate physical distancing.
  • Pool chlorine levels will be safely elevated within a permitted range.
  • Beachside F&B service is unavailable per the local government guidelines.
  • Swim-up bars will not be operating for the time being. Drink and food service will be available poolside through our servers.

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  • Self-service buffets have been replaced with assisted buffets at select restaurants.
  • Restaurant menus will be available through a QR code and on one-time-use disposable handouts to minimize exposure and contact.
  • Teppanyaki service will be discontinued for the time being.

outdoor meeting venue

Meetings & Events


  • Standard measurements in meeting and event layouts have been redesigned to ensure necessary physical distance between attendees.
  • Self-serve buffet offerings will be eliminated, and replaced with alternate food service options such as plated service and more.


We continue to review the cancellation policy based on the latest updates from the global & local authorities. To provide you with further peace of mind, if you book your hotel stay through April 30, for travel until December 17, 2021, you may change your hotel stay dates up to 3 days prior to arrival with no penalty for travel up to December 18th, 2021, and 7 days for traveling in 2022. (a difference in rates may apply, this is subject to availability, premium dates don't apply).

If you are traveling from a country that has implemented a government travel restriction to our destination, please contact your booking source to discuss options. If you request a refund and your booked rate applies to it, please consider that due to the current situation it may take 45 days or more. We will attend each request in the order it has been received.

We hope this policy provides you with comfort, whether you book your hotel stay with us or your preferred travel provider.

For all contracted Social or Corporate Group travel, please contact your Sales Manager or Global Sales contact, so that we can discuss the best possible opportunity for all parties concerned.

As we continue to closely monitor this developing situation, we will keep you informed with your safety and wellbeing at the forefront of everything we do. You may continue to check this page’s website for any further updates.

We thank you for your continued patience and trust, and we look forward to welcoming you to Hard Rock Hotel Cancun.