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“Awesome resort and getting even better!!!”

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Hard Rock Hotel Riviera Maya
Ranked #3 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersPlatinum level
Reviewed 16 February 2013

We stayed Feburary 01-09, 2013. Our travel which was included to and from the airport went very smooth and check in was a breeze. At check in we had Mayra our guest services representative who explained the $1500 resort credit provided assistance with our booking and whatever we needed. Victor our bellman was so very helpful and works so hard for his family.

We did the resort presentation and had Flor Rico who was very personable and there was no any high pressure involved at all. This is a very beautiful resort and will be even better when the remodeling and transition to Hard Rock is complete!!

We were priviledged to meet the new hotel manager Mr. Rene Malacara Coss.He is going to be very people oriented and strive to make this a truly fantastic resort. The grounds are absolutely beautiful with pools across the front and a lagoon for snorkling and kayaking. The ocean is just beyond the rock so we really did not miss not having a beach.

Rooms are very nice and will be even better when they have the Hard Rock update.

Every staff person you encounter goes out of their way to be friendly and helpful. We traveled without children but it appeared the children's entertainment staff were excellent and provided all sorts of activites for all ages of children.

For breakfast at Vetanas, the chief cook is Giriselda who is fabulous making multiple omelets, pancakes and waffles at the same time with a big smile on her face. Cesar our waiter at breakfast was also very good.

The La Hacienda, Italian and the Mo Mo No hana were our favorites. At the Mo Mo No Hana- Abineal was our waiter who was excellent and his wife Pamela was also excelent who works in the Italian. Be sure and ask for both of them.The Mundaca for steak and seafood was good except the quality of the steak can be improved upon..

At the the pool the service was great and the pool bar serves many different types of sandwiches and pizza for lunch if you do not want to go into the restaurent. The pool waitress who really stood out for her service and hard work was Gabriela Alanis. Complements go to all staff for their service, wish I could remember all their names to give them a big thank you for their service. They work hard for little pay so a tip is very much appreciated by them to help support their families whom they are very dedicated to.

It is a 15 minute taxi north to Playa del Carmen which is such a beautiful little town to stroll around and buy your souvenirs. You can take the ferry across to Cozumel and visit that town or spend the day at the Cozumel Palace...

Spa was wonderful and how great to be able to use the resort money!!

Truly fabulous vacation we will definitely return!!!!

  • Stayed: February 2013, travelled as a couple
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1  Thank Becky E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Penelope S, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this reviewResponded 19 February 2013

Hello Becky E, we are very happy to know that you enjoyed your stay in our hotel, we will share your comments to our staff and we will let them know that they were friendly and provided you a helpful service.

Our chef always is innovating flavors for different tastes, is good to know that you experienced it and enjoyed it.

Our goal is that every vacation will be a memorable one and it will be a pleasure to host you again at any of our Resorts.

Once again thank you very much for your comments.

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6,388 - 6,394 of 9,676 reviews

Reviewed 16 February 2013

We travelled Feb 3-11 and had an amazing time. We were two families travelling together with 4 children under 6 combined.

We have nothing but great things to say about this resort, it is spotless, comfortamble and amazing service.

The staff are the nicest people you would want to meet- the kids club girls: Amber, Xaneth (Vanilla), Giselle and Natalie are fantastic with children, our gang wanted to be with them all the time. The activties provide a great indoor/ outdoor balance and these girls engage with the kids.

Waiters were excellent and food had something for everyone, lots of choices. Ross and Cesar are fantastic servers.

The entertainment crew were great- they kept the place lively and lots of fun for adults.

The rooms were accomodating, we had a groundfloor room and were happy with that, we were in the Acordian building which was close to the kids club- perfect for us in my opinion.

The spa was wonderful and we had no issue with the resort credits- all services were professional and high quality. We booked in advance of our trip over email and Ofelia was prompt and assuring in her correspondence. I did book additional services once there and it was not an issue, took a few minutes.

The snorkling in the cove was fun, lots of fish and kyaks were fun to use as well.

We had no issue getting chairs and service pool and cove side was prompt and efficient.

To sum it up it was an excellent trip, we would recommend it and we hope to return!

Thanks to all!!!!!!

Room Tip: If you have children, ask for the accordian building (1300 block), you'll be close to the kids c...
  • Stayed: February 2013, travelled with family
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2  Thank Halijen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Penelope S, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this reviewResponded 19 February 2013

Hello Halijen, we very much appreciate your kindly comments, and we are glad to know that your overall stay was as you expected.

We are happy to know that you enjoyed our areas, we will let our kids club staff that you were satisfied with their service.

The spa is a good way to take advantage from our resort credits, is good to know that you enjoyed this relaxing time.

Thank you very much again for your comments, we really appreciate it.

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Reviewed 16 February 2013

My husband and two grand kids ages 13 and 9 stayed at this property. My husband and i have stayed at tons of resorts and wanted an amazing place for our grandkids considering this was there xmas present and first time ever. Check in was smooth, we had asked for nothing first floor but were told that our Garden standard room was only on first floor. We tried right off the bat to use our $1500 credit and were advised that you can't use the entire credit. Of course they have to make money! to move to 2nd or third with the same standard room it would cost us $500 credits plus an additional $200 american dollars. to upgrade to a family suite we would still use the $500 credit and pay an additional $800. We decided to just stay in the room we had and not worry about something simple as an upgrade. Our Jakuzzi did not work, ants in the room, and closet light came on in the middle of night and wouldn't go off. These were all fixed the next day by staff that were amazing. these people can't do enough for you anywhere in Mexico.
Our only problem we had with the resort was the lack of activities and lack of restaurants. choices weren't there. We had a mexican and steak house and the bar was made into a atalian at night. Buffet was very small but great for breakfast. All the restaurants were in the spa section. Climbing wall, obstacle course, current pool, miniture golf were also all in the spa and of course we weren't allow to go there because we had kids. these are exactly the things our grandkids would have done. Good thing for Ceasar and Victor with the entertainment staff. They really go out of their way to entertain the kids and gave us alot of laughs. Amazing happy guys.
We used the $1500 credit on messages and a trip to the cenote caves. We tried to book the dolphins but didn't book early enough and was not available. remember to book early because these are the only two trips you can use the credits on. We booked the cave for tuesday and the kids were sick. Adriana from the booking section was great and moved it to the next day with no extra costs. No where else we could do that.
The beach isn't a beach but you know that before you get there. I thought i would not miss it but in fact i really did. if you are really one that likes walking the beach don't go to this resort.
This is a great resort for the low cost that we spent $4000 for all four but if i knew more about the credit and that everything on both sides were not available we would have went somewhere else. This resort was only half full due to construction. If it was full you would be definately in lineups at meals. definately not enough room. If i knew about all the above i would have went to a actual 5 star place and paid an extra $1000 plus. On a final note though, staff,food and drinks are fabulous and worth the low cost.

  • Stayed: February 2013, travelled with family
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1  Thank dgriffore
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Penelope S, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this reviewResponded 19 February 2013

Hi Dgriffore, We are very happy to know that our staff provided you with the excellent service and is good t o hear that you enjoyed your stay, for sure we will let Adriana know that she was helpful and made your stay special; we actually have an incentive program for the staff members that our guest mentioned in their comments.

We appreciate your comments and we hope to see you again in your next vacations.

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Reviewed 16 February 2013

We booked with sunwing vacation, you get $1500 credit per room if you are staying 5-8 days which very useful for excursions, room upgrades( only 50% can be used from credit) , dpa or message in the aventura spa side and to buy from the store cigars and sliver only !! No catch only 11% tax you have to pay from pocket. Rooms are nice and clean ( room amenities were biosilk products), swimming pool are very clean. Take with you 1 dollar bills for tips , the servers are great and just want to tip them. Shows every night, a big variety of food, you can go to the adult spa walking 3 minutes the food out there is even better if h would like yo change. I cant see enough how great the place is and worth every penny we have paid!!! The only thing my husband didn't like was the beach no real beach you swim you can snorkel in the cove! We took a shuttle to Playa del Carmen inly 15 minutes from Aventura $4 per person or you can take the local bus ( collectivo) $2 per person but there is a walk to the resort gate. Bottom line if are going with kids stay in the cove side, no kids stay in the spa side or if you want to swim everyday in the beach dont go there.

  • Stayed: February 2013
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Thank Lina R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Penelope S, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this reviewResponded 20 February 2013

Hello Lina R we appreciate your kindly comments.

We always want to provide with an excellent service as you deserve and this time we are very glad to know that we satisfied your needs.

We offer you additional bonus which are the resort credits to take advantage from our resort and going to excursions, spa treatments, dinners and golf tours.

Our goal is to always provide the best stay possible and we are really happy to know that you had a wonderful and enjoyable experience here at Aventura Palace.

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Reviewed 16 February 2013

Now I am not an "all inclusive resort" type and have never traveled to this area before. This was an all paid for vacation. No choice in locale, not that I would have had any idea where to stay otherwise but I can say that I would never choose this location in the future. I really do not mean any harm in writing a negative review. The staff was amazingly nice but as far as what one pays fot this locaton and what is offered is ridiculous, however, that seems to be the theme in these parts. Sheeple will go anywhere and pay anything thinking it's a deal if all their alcohol and food are included along with a few shuttle buses to here and there are thrown in. Seriously, if you are from some middle American state then maybe this is for you. For anyone who has had exposure to several cultures and foods widely available, I wouldn't recommend it.

I don't understand the mentality of going to another country only to spend your entire time or a majority of it by the pool drinking cheap alcohol all day and eating at buffets that are seriously on par with fresh choice. The food is so very very bland, there were a few exceptions here and there but very few and far between. You would be better off in my opinion with going to a non inclusive location and eating at various restaurants throughout the area.

The "grounds" are not superb or spectacular as some reviews have posted. They are average. Again, it's very much like a mall. Very generic and "safe" not leaning one way or the other to "appeal" to the majority. Again, if you have little to no exposure to plants, landscaping or have any knowledge of tropical wildlife then maybe this is an oasis. There is no beach, and yes I know their website does not specifically say there is one but it does not specifically say there isn't. (The staff is cool but their little snippy replies to comments which are grammatically incorrect btw are comical yet somewhat hostile - weird) The "lagoon" has nothing to see so the "snorkeling" that is offered as a free activity is a waste. There is so much debris in the lagoon like cigarette butts, miscellaneous paper/plastic/wrappers, it's disgusting.

The $1500 credit lure. Well, if you want to waste your time on a free trip to ?, here's how it goes - you get to choose from 1-3 of the days a week that tour is running. It doesn't start first thing in the morning but more like mid morning - 8:30 and beyond. (This resort is a good ways away from just about everything) You board the bus, then pick up people from miscellaneous resorts, which can add an hour or so to the commute. You then arrive to the locale with an hour and a half to 3 hrs to explore or what not which is not a lot , then shuttled via bus or boat depending on tour to another locale for the same amount of time or less and then shuttled back on the bus back to the resort after dropping everyone else you picked up off getting you back to the resort around 8ish, maybe a bit earlier/later. My recommendation, get a rental car, drive wherever you want to go, spend the couple of bucks entrance/ferry fee and spend whatever amount of time doing whatever it is you want to do, stop at some shops on the way there or back and still get back to the resort at a reasonable time. And if you stay here, use all the credits for the spa. Get a massage every day. Listen to everyone about the romantic dinners, the room upgrades, the photography sessions, the merchandise (you have to spend money for it to count, for example the sunglasses - $100 goes toward what? an overpriced $425 pair of sunglasses I can get back home for half that regularly priced, same goes for the silver and gold, common sense people) The dolphin swim is lame and the equivilant of endorsing elephants in a circus (and if you don't understand that, this review isn't for you, by all means enjoy living in a mall atmosphere for a week or so and eating at fresh choice for a week).

Again the staff is super nice. But this whole stocked bar in your room...we had to call nearly everyday to get it replenished - we are soda and water drinkers and didn't get that stocked let alone the few beers we had. There are hard alcohol bottles in the room as well set up as dispensers, now if you believe they are really filled with the brand on the label, then again, enjoy this mall atmosphere, fresh choice type of food, the elephants and "lagoon", you will do well.

As far as the kids entertainment. The "game room" consists of a basketball game, 2 motorcycle games (1 didn't work), two race car games, a jukebox and a video bowling game. The kids room was small and for very young children right next to the kiddie pool which again was for very young childer, about a foot deep or so and extremely small with two slides which most playgrounds put to shame. There is no "concert" or big event happening everyday. Occassionaly we saw Bob the Builder or Barney walking around, randomly. The other pools are about 4 feet deep and the photos make them seem larger than they really are. They are not that extensive and do not all connect as other reviews have posted. There are some bridges you can go under, others you cannot. The pools are maybe 10 ft wide, they appear larger because there is about 7 ft where the water is about 2 inches deep where you can place the lounge chairs.

Really this review is just that, a review of my experience here and to inform not based on "my bad experience hence anger towards whatever". I feel this place does what it can as well as what it can get away with regarding thousands of people here everyday - throw out a trough of your cheapest, most generic food that should appeal the majority (I guess) and the sheeple will eat to their hearts content, none the wiser. Through out some lures and the sheeple will come, none the wiser. So if you are sheeple, it will work for you. If not, move along this place is not for you.

Room Tip: Don't waste credits on a upgrade, use them for a massage everyday, that would be the only reason...
  • Stayed: February 2013, travelled with family
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7  Thank nonsheeple
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Penelope S, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this reviewResponded 19 February 2013

Hi Nonsheeple We would like to thank you for taking the time to send your comments and feedback about our resort. We regret to learn about your perception in reference to our resort, we would like to express our distress for what you considered a less than satisfactory experience. We always provide you with different options, we have 8 different restaurants where you will be able to taste many flavors like Mediterranean, Mexican food, asian food, steaks, snacks, Italian food and more (Mundaca, Momo No Hana, Ventanas, Pizzeto, La Trattoria, El Greco, La Haienda & La Huerta).

Regarding the resort credits, rarely receive negative comments about it, most of the people love to go to excursions and they really enjoy it. We try to provide you brands that you will recognize to make your stay special, every single room has the alcohol dispenser with national and international labels.

Our kids club is categorized with a magical place for the kids with several activities to do, we are sorry for any inconvenience that you may have experience during your visit .

We sincerely hope you give us other opportunities to change any negative perception you may have towards our service and facilities in a future visit we are confident you will love our improvements.

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Reviewed 15 February 2013

We were there last winter and were travelling with our two daughter. We requested two rooms adjoining and were assured by the travel agent that this was not a problem. She even contacted the head office in Miami and received confirmation from M Flores that this would not be a problem. Guess what, the front desk did not get the memo. Even after I showed them the email they did not do anything. The next day I went back the front desk and although it took a few hours they finally gave us what we were supposed to get the day before. After that the trip was fantastic however we lost a day in fighting and frustration. We are going back again (arriving Sun Feb 18) and hope that we do not have the same problem as we are again travelling with our daughters. The rest of the trip was excellent, clean rooms (get one closer to the ocean on 2nd or 3rd floor). Food was great so was the service, Spa services were excellent!Do the monkey tour we did it once and saw a ton including a mother with a baby on here back come right out infront of us! Lots of fun!

Room Tip: Get your points early and allow time but they are worth it. 2nd and 3rd floor better than ground fl...
  • Stayed: March 2012, travelled with family
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Thank MichelleW955
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Penelope S, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this reviewResponded 18 February 2013

Hello Michelle W, thank you very much for sharing your experience with our readers, We apologies for any inconvenience that you may have experience during your arrival, we understand your position and again we sorry for any misinformation concerning your accommodations is not certainly the image that we want to provide you, we will share your comments to our management team to take the corresponding measures to avoid this occur in the future.

We are very happy to know that you took advantage from our bonus like the resort credits, enjoying our tours and dinners.

Once again thank you very much for your confidence, we really appreciate you feedback.

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Reviewed 15 February 2013

We where there from Feb 4-11th.

Other than the crap service from Sunwing it was a perfect vacation. I could go on and on about Sunwing, but that is separate from this review. I would never recommend Sunwing to anyone.

Well back to the Aventura!!!

Pro's:
Free Wifi in your room

Jacuzzi in every suite, we liked it but once the novelty was gone we could have lived with out it
Free phone calls home

Free computer access in the lobby

No reservations for Ala carts The Hacienda was my favorite
Buffet food was the best ever, if you can complain about the food here you must be the pickiest eater on the planet. They use small pans on a large hot plate so the food is always fresh, lots of grills, bbq, and pasta selection made fresh for you as well.

Great selection of booze and bartenders where excellent

Service from everyone was first class from the grounds keeper to the manager, everyone is focused on making you feel welcome and at home.

Turn down service was a nice touch as well
Loved the resort credits, used them all on the spa and the chefs dinner, also did the temezcal which was pretty cool.

You can walk everywhere, it's not a mega resort like Grand Palladium or Grand Bahia where you need to depend on carts to visit other restaurants etc.

Con's:
Hallway noise from the hallways. the building are row style and the hallways are tiled and long. If you wanna sleep in, this could be an issue as the cleaning staff start running their solid wheeled carts up and down the halls before 7. So I would bring earplugs.

No option for late check out - check out is noon even if you wanna pay for a late checkout.

Long pants rule is inconsistently enforced. I ended up on both sides of the rules on this one it just needs to be consistent.

Overall:

I would recommend this resort to anyone. There isn't a long sandy beach but I liked the coves and the sounds of the waves crashing, it's very relaxing. The Spa side was nice as well but it was crazy busy and the kids where more respectful of other peoples piece and quite than the "grown ups." Not that we don't get a little crazy too sometimes but this was "party vacation" for us this time, so it is great that either way you can find a spot to be happy.

We will go back for sure if the deal is right.

Room Tip: I would think a room end of the rows might have less noise. Also the rows of rooms with the doors fa...
  • Stayed: February 2013, travelled as a couple
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3  Thank fultod
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Penelope S, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this reviewResponded 18 February 2013

Hello Fultod, thank you very much for your kindly comments. We always want to provide an excellent service to our valuate guests. We provide you with extra services like the wifi and unlimited long distance calls to reach your family and tell them about the great experience that you are living.

We are very glad to hear that you took advantage from our resort credits getting spa treatments which are our specialty.

We offer you different options for the food with A la Carte Restaurants which are characterized like a gourmet experience. Also we appreciate your comments regarding the dress code we definitely will share to our management team for further consideration.

Thank you very much for you kindly comments and we hope to see you again in your next vacations.

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Additional Information about 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 Business Hotel in Puerto Aventuras
#2 Top resorts Hotel in Puerto Aventuras
#2 On the Beach Hotel in Puerto Aventuras
#2 Luxury Hotel in Puerto Aventuras
#3 Spa Hotel in Puerto Aventuras
#4 Family Hotel in Puerto Aventuras
#7 Romantic Hotel in Puerto Aventuras
Price Range: £223 - £575 (Based on Average Rates for a Standard Room)
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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