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“Fantastic Thanksgiving Break Vacation”

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Hard Rock Hotel Riviera Maya
Ranked #3 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersPlatinum level
Ohio
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 16 helpful votes
“Fantastic Thanksgiving Break Vacation”
Reviewed 30 November 2011

We just returned from a week over Thanksgiving with our 12 year old son and both sets of grandparents and had an excellent vacation! We have been going to Mexico every fall with a family group since our son was 3 so we have stayed at many resorts from several different companies.
We had one family suite and one ocean view room and both were very nice. The front desk was very helpful our first day as we changed both of our rooms after finding we needed the family suite.
The rooms are a little smaller in size than the Cancun Palace, but still very nice.
The kids activities were excellent. Our son had a fantastic time. (I think my husband had as much fun playing the games as our son did.) J (Jairo), Victor, and Vanilla (Xanath) were some of the best kids activity coordinators we have ever met at any resort in Mexico or the Caribbean. They were so much fun and really made sure the kids were having a good time.
The food was really good. It was a little slow a couple of evenings -once on the Spa side at the Italian restaurant and once on the Cove side at Mundaca's, but the food was still very good and it was obvious that the servers were working as fast as they could. The lunch buffet was right near the cove/pool making it very easy. Make sure you grab some bread to feed to the fishes. There were also sandwiches and pizzas made to order right at the pool.
I am a travel agent and September through the middle of December (with the exception of Thanksgiving) is the slowest time of the year for Mexico and the Caribbean so the resorts do cut back on staffing, but they also cut back on the prices too. Plus with the economy in the US and the world down there are less travelers and the resorts are having to cut back on staff which is unfortunate because this means that these people are also out of work. It also means that these are the lowest prices I have seen except for right after September 11.
As other reviewers have mentioned, the "beach" area is a manmade cove with no true beach. This made it very safe for children swimming. The snorkelling was fantastic considering it was right off the resort. My husband and son snorkeled every day. The activities staff even conduct a snorkel trip around the cove every morning which I highly reccommend. The "monkey" tour was also fun and worth taking. For a great beach take the FREE shuttle to the Playacar Palace for a world class beach.
I found the bar service to be very good and the wait time was always reasonable and often immediate. There were also wait staff taking care of the beach and pool area. This is a fantastic service that we didn't expect. The resort should highlight this service in their advertising because many resorts don't offer this at all.
The room attendents did a good job. If you want something extra in the mini bar (my husband loves his coca cola) just ask for more of that item. We left a little note most mornings with our requests and a small tip and found the extras were in the rooms when we returned from the beach/pool. We had a mini disaster one day as our son's stuffed penguin (who has been to mexico 7 times went missing. We quessed that he had been cleaned up with the bed linens. After alerting the appropriate staff, he was returned (freshly washed) the next day.
I do wonder about the change to a Hard Rock. In my opinion, the Palace name is a far greater indication of quality than is the Hard Rock name.
I Would also like to see the huge whirlpool tubs removed from the rooms. They take up 20% of the room space. I would rather have had another chest of drawers. They are so big, that in this day of environmental awarness, We would have felt guilty filling it even half way to the jets.

Room Tip: If you have more than 1 child over the age of 12 then get a family suite. The standard rooms with 2...
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  • Stayed November 2011, travelled with family
    • Value
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Helpful?
4 Thank OhioJamerican
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jan_Hundrieser, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 26 February 2017
Dear OhioJamerican.

Thank you very much for visiting us and sharing your comments, we sincerely hope to see you soon here and being able to pamper you like a true Rockstar!

Rock On

Jan Hundrieser
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Gardiner, NY
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 30 November 2011

The resort is beautiful. Regular staff very nice and helpful. 1500 credit not at all cracked up to what they say it is - very limited on what excursions you can use it on. BEWARE of the sale sharks at the resort!!!! They try to rope you into "becoming a member". They sucker you into what was to be a 90 minute presentation by promising you a free gift. Well in the beginning they are sweet as pie but boy when you say no to becoming a member - ATTITUDE city!! They keep sending over different sales people trying to persuade you into buying it and before you know it half of the day is gone. Then they say well its your fault that it took so long but what part of NO (multiple times mind you) don't they understand!! I guess if you just say yes then its 90 minutes. Even after all that torture they then call and leave messages on your room phone asking for you to come back and speak to them. Spoke to a black band presidential member who said don't do it - it is not worth it. Wished he had never done it himself. He approached us not knowing we were just pecked almost to death by these people - he said he wanted to warn us that they were going to try their hardest to rope us into a membership. This hounding really put a damper on our vacation. I will NEVER go back - what a shame!! Also beware of the piranhas at the airport offering you deals on excursions - RUN FAST and don't stop and talk to them or you will be sorry - another scam to try and rope you into a so called membership. If you decide to rent a car be careful at the gas stations they will rip you off - when they pump the gas make sure the dial is moving. Honestly if they want you to return they need to leave you alone and let you enjoy your vacation!! Don't waste your time with Playa del Carmen not worth it - they set up like a flea market and as you try to walk thru all they do is yell out for you to come to them to buy - very frustrating you can't even enjoy looking. What was to be a great fun relaxing vacation turned out to be so so and a major headache because of the sales crap at the airport and resort. If you ever go I would HIGHLY recommend refusing any gifts and booking your excursions on line before going so you can avoid any dealings with the sharks and the piranhas. If you decide to go - Tulum, Akumal, Xcaret and renting a car on Cozumel a must!! I hope this saves you from aggravation so you can enjoy your vacation.

Room Tip: save your money on ocean view not worth it. They save the true ocean views for the so called member...
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  • Stayed November 2011, travelled with family
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Helpful?
4 Thank runningfast
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jan_Hundrieser, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 26 February 2017
Dear runningfast.

Thank you very much for visiting us and sharing your comments, we sincerely hope to see you soon here and being able to pamper you like a true Rockstar!

Rock On

Jan Hundrieser
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Basking Ridge, New Jersey
Level Contributor
6 reviews
3 hotel reviews
Reviewed 29 November 2011

Great kids club!! My kids did not want to leave. Great shows for the whole family. Great food.

  • Stayed November 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank alallyn2002
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jan_Hundrieser, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 26 February 2017
Dear alallyn2002.

Thank you very much for visiting us and sharing your comments, we sincerely hope to see you soon here and being able to pamper you like a true Rockstar!

Rock On

Jan Hundrieser
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
18 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 29 November 2011

We stayed at the cove palace from nov 4th to 18 th for our daughters wedding.There were 56 people at the wedding all from Alberta canada.The word palace says it all,as it is exactly that,when staying there expect to be treated like royalty.Disregard any bad reviews about this place,everything there is top notch,the food was amazing,the rooms were perfect and most importantly was the people.Every staff member would greet you with a smile and hola every time you saw them.The spa was awesome also and well used by everyone.This place is picture perfect for a wedding and several of us are planning return trips to there already.November is the perfect time to ga as it isnt to hot and the hotel is only at about 20% capacity ,so there are no crowds to deal with,it's like you own the place,we must also mention a few staff members who went out of their way to make our visit special,jack and jay were good entertainment and remembered most of our names and Eric at the moondaco restaurant is the most amazing waiter.Overall we would highly recommend this place and can't wait to return

  • Stayed November 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
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Helpful?
2 Thank Dmiddagh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jan_Hundrieser, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 26 February 2017
Dear Dmiddagh.

Thank you very much for visiting us and sharing your comments, we sincerely hope to see you soon here and being able to pamper you like a true Rockstar!

Rock On

Jan Hundrieser
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Philadelphia, Pennsylvania
Level Contributor
91 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed 24 November 2011

Stayed here for a week with a group of 20 for a wedding. Resort was only 25% full. So we had the resort to ourselves. Grounds were clean, service and entertainment staff outstanding. Food was great. The wedding service was awesome, my niece was very happy with the planning. Only downside is there is no beach, only a cove for snorkeling or kayaking. But we took the free shuttle to the Palace resort at Playa del Carmen, the beach was awesome, you can also eat and drink at all palace resorts in the area. That was a big plus.

  • Stayed August 2011
    • Value
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Helpful?
2 Thank pgriffin9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jan_Hundrieser, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 26 February 2017
Dear pgriffin9,

It´s been such a pleasure having you with us, we hope to see you soon to share more Rock memories.

Best regards!

Jan Hundrieser
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Kansas City, Missouri
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 22 November 2011

My wife and I stayed at Aventura Spa Palace in 2008. It was wonderful! We returned with our son to the Cove side this year and did not have the same experience. The service was lacking, the hotel was understaffed, only one resturant was opened for breakfast and lunch, and the staff gave an overall impression of apathy. I don't know if this is because Cove is the kid's side, or because they're becoming a Hard Rock, or what the problem is. We had multiple problems with the room and the service! I went to the Spa side and things appeared to be running a little smoother. Just because I bring my kid on a trip with me doesn't mean I should get crappy service! We are Palace Premier members and will probably try to sell our membership.

However, there were some staff members who were excellent. Arturo the bellhop, Ivan in public relations, and Eric at Mundaco. Eric was especially good.

BTW-what is Palace Resorts thinking turning a spa resort into a Hard Rock?! Really? In the early 90's I might have gone to Hard Rock to get an overpriced hamburger, but it's not the kind of environment I want when I'm on vacation!

Room Tip: If you're going to book a family suite, be advised that none of them come with ocean views. Thi...
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  • Stayed November 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Jesse C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jan_Hundrieser, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 26 February 2017
Dear Jesse C,

It´s been such a pleasure having you with us, we hope to see you soon to share more Rock memories.

Best regards!

Jan Hundrieser
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Westminster, Maryland
Level Contributor
75 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
Reviewed 16 November 2011

I can not speak for the Spa side, but we stayed on the Cove side. We are Palace Premier members(another mistake but that's another story). The hotel was understaffed. The service was substandard. The hotel was NOT crowded, which I could understand if this was the case. The pool bar had one bartender most of the time. Waiting for a drink was the norm, not the exception. The bartenders did not know how to make a lot of the requested drinks. Come lunch time, one restaurant only, but a nice buffet. But the hotel decided to bring bus loads of people from other resorts at lunch time. So no seats, long lines, totally unacceptable. Room service was ordered most evenings. They would leave the dirty plates, cups, trays etc outside the room until morning. Of course the birds loved this in the early morning. They would rattle the trays and plates and have their own buffet. They had a cell phone convention with lots of models. They had a VIP party on the family side, not the adult side????? Bottle caps were left all over the place and our son stepped on one and cut his foot. The pool tables had no 8 balls. I asked and was told they didn't have any. Hard to play without an 8 ball. We had an 8 day stay. They automatically checked us out on day 7. We were locked out of our room, no maid service that day either. No explanation or apology given. The resort planner was rude and was acting as if were bothering him so we went to Hugo, who was very helpful. Then of course there was a wedding and the guests who were showing up got the red carpet rolled out. We , as members just stood by and waited for them to call us a taxi while the bellhops ignored us. I did write a complaint when we got home. We did get a reply acknowledging the problems with this resort and how they were going to fix them. And to come on back and we will show you. That will be the day!!! There was a lot more issues with this place. I am not the type who usually complains. I can let a lot of things go. But this place was just awful. No mas! If you are traveling as couples only, we recommend Secrets Capri. Even though we had a great stay at Cancun Palace a year ago, Palace Resorts do not come close. Plus Secrets will not try and ram a membership down your throat. Anybody want to buy a Palace Resort membership, don't. You can have mine!

Room Tip: Don't go, find another hotel.
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  • Stayed June 2011, travelled with family
    • Value
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Helpful?
5 Thank Tim B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jan_Hundrieser, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 26 February 2017
Dear im B.

Thank you very much for visiting us and sharing your comments, we sincerely hope to see you soon here and being able to pamper you like a true Rockstar!

Rock On

Jan Hundrieser
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hard Rock Hotel Riviera Maya

Property: Hard Rock Hotel Riviera Maya
Address: Km 72, Carretera Cancun-Chetumal | Solidaridad, Puerto Aventuras 77710, Mexico (Formerly Aventura Cove Palace)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Aventuras
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Luxury Hotel in Puerto Aventuras
#2 Top resorts Hotel in Puerto Aventuras
#2 Business Hotel in Puerto Aventuras
#2 On the Beach Hotel in Puerto Aventuras
#3 Spa Hotel in Puerto Aventuras
#4 Family Hotel in Puerto Aventuras
#7 Romantic Hotel in Puerto Aventuras
Price Range (Based on Average Rates): ££££
Hotel Class:4.5 star — Hard Rock Hotel Riviera Maya 4.5*
Number of rooms: 1264
Official Description (provided by the hotel):
This is the 1,264-room Hard Rock Hotel Riviera Maya. And this is where luxury meets satisfaction on a stage of stunning tropical views, a private white sand beach, and exclusive saltwater snorkeling areas. It's all capped off with an inviting traditional design, legendary Hard Rock hospitality, and undeniable excess at every turn. Live large at the Hard Rock Hotel Riviera Maya and enjoy the very best of paradise for all. Or, pack your appetite for opulence and hit Heaven - an elevated and exclusive retreat for adult guests only featuring a private adult beach, superlative amenities, and dining at its finest. ... more   less 
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Also Known As:
Aventura Cove Palace Hotel Puerto Aventuras
Hard Rock Hotel Riviera Maya Mexico - Puerto Aventuras

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