We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
The latest reviews. The lowest prices. The perfect place to shop for hotels.

“Great Staff - just average hotel....” 3 of 5 bubbles
Review of Hard Rock Hotel Riviera Maya

Best prices for -
Check In dd/mm/yyyy Check Out dd/mm/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 6 more sites!
Hard Rock Hotel Riviera Maya
Ranked #3 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersPlatinum level
LA
Level Contributor
9 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Great Staff - just average hotel....”
3 of 5 bubbles Reviewed 20 April 2014

We stayed in January for the Further - Paradise Waits week. Many problems at the resort that week. Check in was a complete disaster, waiting for a key that turned out not to be a key was a complete disaster too. Our room was fine. A bit confusing to get to and although we were on the ground floor, to the get the bags to the room still required stairs or an elevator that was pretty far away. However the wait staff, spa staff, bar staff, housekeeping staff and room service staff could not have be nicer, helpful and so willing to do what ever it could take to make us happy. Great spa services with resort credit but hot tub in spa was never hot. Most of the food was average, but the Brazilian and the Tapas were horrible. The French and the Italian were very good and had we known that earlier, we would have avoided some of the others and eaten at those more often. The bed was hard. Should have requested an ocean view or a higher floor.

  • Stayed January 2014, travelled with friends
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank toralell
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
René M, Director General at Hard Rock Hotel Riviera Maya, responded to this review, 21 April 2014
Hi toralell,

We appreciate your feedback, as this helps us to know where we are in terms of service. I am sorry to hear that your vacation here was not what you had in mind, we are sorry about your key not working; we had an unusual complete shutdown of our key system however we have already taken active measures to ensure it does not happen again. I'm so sorry to see you did not find our food to be of your taste; I will be reaching out to my F&B Manager to discuss your remarks. On the bright side we are so glad that the outstanding service provided by our staff exceeded your expectations. Thank you for bringing these matters to our attention.
Kind regards.

René Malacara Coss
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
Write a Review

8,157 reviews from our community

Traveller rating
    5,735
    1,369
    597
    235
    221
See reviews for
3,076
2,362
82
689
Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (1,187)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Any
English first
Maple Ridge, Canada
Level Contributor
8 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
4 of 5 bubbles Reviewed 19 April 2014 via mobile

This hotel is extreme clean. Friendly staff, which I feel is important . Pools really nice and warm . Food was great!! The towel set up was really good!! This resort is huge, I didn't like the gym was far!' Service on the beach awesome !! Our room was in the perfect place. Close to the pool and everything!! Xo

  • Stayed March 2014
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank snickers77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
René M, Director General at Hard Rock Hotel Riviera Maya, responded to this review, 21 April 2014
Hey Snickers77,
Thanks for dropping us a note! We are so glad you loved your stay at HRHRM. We hope to see you here soon; the summer is going to be awesome! Warmest regards!

René Malacara Coss
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
Ontario
Level Contributor
54 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
4 of 5 bubbles Reviewed 18 April 2014

This was our 10th trip to Cancun as we travel quite a bit, mainly to Palace resorts. Last year we stayed at the Hard Rock in Cancun which we liked so thought we would try the one in the Riviera Maya.

We were there from April 13-17 to celebrate my 50th birthday. As a huge fan and writer on trip advisor, I was following reviews for this resort for the past couple months. Many of the them were extremely negative which made me very apprehensive about my trip. At one point I tried to move to HR Cancun because of so many bad comments but could not. It turned out that this resort was very good and we were very happy. Here is a re-cap of our wonderful stay and please be advised any criticisms below are just my critical eye, as I'm also in the hospitality industry.

Shuttle- We booked through Hardrock with a company called On Tour DMC. They were right there when we exited the terminal with our names on a sign. Quite an easy approx. 1 hr. drive each way. I will say on both drives from and back to the airport the drivers (Rudy #1 & Rudy #2) did not say one word to us...not one. In my opinion they could have been a bit more talkative but concentrating on driving was not a bad thing either.

Check in - We were offered a drink and cold towel and the staff was very friendly and welcoming. No issues except when the bellboy got us to our room the keys would not work. He let us in with his master and told us to go back to the front desk and they would reprogram them. It was a bit of a hike back to the lobby and we thought he should have offered to do it for us. Over the next 4 days, every visit to the front desk (another reprogram was required) was met with smiles and they couldn't have been more helpful.

Construction - Yes there was a little construction still going on but not bothersome to us at all... and you really had to look for it. We understand they have their big grand opening to get ready for next month, so they have to get it done.

Room - room was nice, king bed, whirlpool, plenty of storage, iron, ironing board, hair dryer and bathroom products. Never met or saw our room attendant. It was always cleaned when we came back to the room. The only thing I noticed was the floor didn't appear to be swept, as I could see crumbs nightly. I am a clean freak so probably most people would not notice it but I did.

Hotel itself: The facility is huge. We stayed on the Heaven side which is adults only. It was very quiet and not a lot of action going on but we were fine with that as we just wanted to relax. For more fun and excitement we would walk over to the Hacienda side. The decor in both sections were beautiful. It was a long walk back to our room so we always made sure to bring what we needed while outside for the day.

Pool and Beach: Never had a problem finding a chair. Beatriz took care of us during the day and made sure we always had a drink in hand. Pool side food was good! The activity staff were always around to get us to play games or exercise but we were way to comfortable lying in our chairs to get up....lol. They were always friendly and had smiles on their faces. One thing to mention is the lack of a traditional beach. They have sandy lagoons which are very nice, but for those of you who like long beach walks, this might be a problem.

Restaurants & bars: In our 4 night stay we tried to experience as many restaurants as possible by having appetizers in one and main entree's in another. Everyone likes something different, so I won't make individual recommendations. Suffice to say, you won't have a bad meal wherever you go! The staff in all the restaurants we tried were very accommodating and all meals were delicious. Special mention to Victor, Roberto, Armando, Mateo and Arturo, the overall restaurant manager, spent quite a while speaking with us. Also, Raquel in the lobby area was a pleasure to speak with while we played pool and Ivan in the lobby bar was a hoot.

Overall, we had a great time and wish we could be there next month for the grand opening with Bon Jovi. The staff is very excited about it and it shows in their enthusiasm. Thank you to the General Manager and the staff for making our stay enjoyable. Hope to visit again soon!

  • Stayed April 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
8 Thank Diane F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
René M, Director General at Hard Rock Hotel Riviera Maya, responded to this review, 19 April 2014
Hi docean1964!
Thank you for taking the time to drop us such a wonderful note about your stay. So glad to hear you had a blast at Heaven and we are all excited to see you are coming back for more rock! Thank you for the staff highlights, I will let Beatriz, Victor, Armando, Roberto and the others know you thought they were awesome. We can’t wait to have you back!
Warmest regards.

René Malacara Coss
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
Augusta, Georgia
Level Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 bubbles Reviewed 18 April 2014

Seven days of being treated like royalty. The conversion from Adventura to HRRM is almost complete. What a magnificent transformation. MUST SEE. Certainly no problem while we were there. Especially like the transformation of the beach area. It is a nice walk from one end of the resort to the other. For we older folks, the addition of hand rails on all steps was greatly appreciated. Meals and drinks were all top shelf. The service was wonderful but must highlight butlers Carlos and Juan, Juana on the beach, Andrews and Victor at the lobby bar. If you don't have a great time here, it's you fault.

Room Tip: Upgrade to Concierge level if possible.
See more room tips
  • Stayed April 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank BillField
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
René M, Director General at Hard Rock Hotel Riviera Maya, responded to this review, 19 April 2014
Hey Billfield!

Isn't it awesome when a simple visit turns into so much fun! Thank you for the staff highlights, I will tell Carlos, Juan and Juana you thought they rocked! We’re so glad you had a great time and we can't wait to have you back!

René Malacara Coss
General Manager
Hard Rock Hotel Rivera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
maryland
Level Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
5 of 5 bubbles Reviewed 17 April 2014

We were hesitant about the hotel based on some of the negative reviews. This review is mostly of the hacienda side since that is where we stayed because of the kids.

As soon as we arrived to the resort, the service shone through. We were greeted by warm towels, a refreshing drink (even for my kids ages 8, 11, 13), and a friendly smile and hellos, especially after a 13 hour day of traveling. We stayed in the family suite - which is really two connecting rooms - one with a king size bed and one with two double beds. The rooms were clean and modern. We were blown away by the service - from everyone on the pool to the beach, to room service and housekeeping and of course, at all the restaurants, and the service was there when needed but not intrusive. At one point, my husband left the lens cap of our camera in a taxi from our dolphin excursion and the hotel staff found the taxi, found the lens, and held it on to us safely. We were able to get the Xbox for my son to play, along with a game so at night, he could play on it, free of charge.

Yes, the resort is large but is made up of smaller areas so it never felt overwhelmingly large. We always felt like there were a comfortable amount of people around us but never crowded or secluded. My children loved exploring in the lagoon by the rocks for sea life. Just make sure to wear water shoes or crocs because of the rocks. They found an eel, a barracuda, and lots of hermit crabs. The lagoon never felt crowded, even during Easter week. My kids went snorkeling and found a conch shell with live conch inside, and sea urchins. We loved that there is always someone coming around to provide drinks, food, towels, or anything else that we needed.

There was a little construction going on - but mostly painting and touch ups. No loud noises.

The pool was nice and we had a visitor (iguana) who liked to hang out by us. The pool was large and I loved the water aerobics they have everyday - it was so much fun that my kids did it for a little while with me. I would recommend coming out to the pool early to reserve chairs under the umbrellas as there aren't many - just throw some towels on there. The sun is brutal there.

We spent 6 days there - one day we did the dolphin excursion offered by the hotel credits and another day, we did edventures snorkeling. The rest of the time, we stayed at the resort and we were never bored! It is a beautiful resort, clean and delicious food. We ate at each of the different restaurants on the hacienda side each night there - our favorite was Zen (hibachi) and Frida (mexican).

There were a couple of little things that I noticed might be improved on but these things were minor. There is no separate heat in the room, although we never needed it because of the warm weather there but I can imagine when it's winter and a bit cooler, this might cause some inconvenience. Second, the doors and walls to the outside hallway are thin. We could hear everyone's conversation if they spoke in a normal voice.

If you need change for tip, often times the bellhops had lots of singles. While tipping was not necessary and no one ever pushed for it, we liked to do it for the service.

Otherwise, it was an amazing vacation. I usually am eager to come home after a while but I was sad to leave.

Room Tip: Rooms in buildings 7 and 8 on the hacienda side are closest to the beach and the pool. The family s...
See more room tips
  • Stayed April 2014, travelled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank momofthreeMaryland
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
René M, Director General at Hard Rock Hotel Riviera Maya, responded to this review, 18 April 2014
Hi momofthreeMaryland!

We are pleased to hear about your splendid family vacation. It’s so good to know you and your kids had a blast and enjoyed from our outstanding service, scrumptious food options, our beautiful beach and crystal clear pools. We would love to welcome you again. You can count with the fact that we will have everything you need to make you feel like a Rockstar! See you soon!

René Malacara Coss
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
Tulum
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 17 April 2014

all i can say is that I wish I was there now! We will be going back in the near future. The staff were so nice and friendly. The food was so good Loved the Mexican Restaurant. The beach was so beautiful


  • Stayed April 2014, travelled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Hard Rock Hotels & Casinos

Helpful?
1 Thank Paul R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
René M, Director General at Hard Rock Hotel Riviera Maya, responded to this review, 18 April 2014
Hey Paul R!

We are delighted to hear about your amazing experience. It’s good to know you were able to enjoy from our outstanding service. Food options are juicy you can find many flavors, of course Mexican is our hit. We would love to see you soon, when you come back gorgeous surprises will take place.
Regards,

René Malacara Coss
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
Brook Park, Ohio
Level Contributor
28 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
5 of 5 bubbles Reviewed 17 April 2014

We are both Palace Premier Diamond and Hard Rock Legendary Hall of Fame members. We love our memberships and decided to come back to this resort to check out the new Hard Rock feel. The place is big so you can enjoy that "young" feeling or relax in a more quiet spot. The remodeling is probably 95% complete - only building 1 is still being renovated. This has become our favorite Palace/Hard Rock Hotel. We LOVE the people, service and the grounds. IF you like the Hard Rock feel, they now have a DISCO. They also added a nice large jacuzzi between building 1 and 2. Benito and Margarita will make sure you stay hydrated! Another new type of room is the SKY TERRACE. There is a staircase behind the headboard of the bed that leads to it. There you will find a private jacuzzi with a table and chairs - awesome.
We would like to recognize some exceptional people: Marcela communicated with me before hand and she made sure all would go as planned. Our butlers Carlos, Jose, Israel and Emmanuel did an excellent job. Santana and Daniela in guest services were very helpful. At the breakfast buffet at The Market and also the lunch buffet (Toro) Edwin Teczol took care of all our needs. One of our favorite places to eat is Frida (Mexican). Didier is the manager and so energetic and detail oriented. Our waiter one evening was Carlos and George told him he loves Pazole. The chef came out and they set up another evening for George to have his favorite soup - the size? a mixing bowl full - look at the picture! Each evening after the show we would stop at Cafeto (coffee shop on the Hacienda side). Angela and Flor have been our "friends" for many years, they give EXCELLENT service. Angela is super at making Mayan Coffee. I can't forget my many massages with Virginia - she is AWESOME! The last evening we ate at Ipenema (brazilian). Once again the service/food was phenomenal and so was the "bananas foster" Manager Jorge prepared at our table. They now have a French and Spanish restaurant as well. Can't forget wine Sommelier Jazil!
If you have had reservations about going to this now Hard Rock Hotel Riviera Maya, formerly Aventura Spa/Cove, please give it a try. We highly recommend it and can't wait to go back.

Room Tip: "Heaven" is the couples side, "Hacienda" is for families. You pick what works f...
See more room tips
  • Stayed April 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank WRG2007
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
René M, Director General at Hard Rock Hotel Riviera Maya, responded to this review, 18 April 2014
Hi WRG2007,

Thank you for sharing your amazing experience at Hard Rock Hotel Riviera Maya. It is so fantastic to see that you loved our new concept. We are thrilled to hear that you enjoyed everything about your vacation with us, the food, the grounds, the Sky Terrace, the spa and of course the rocking service. Thank you so much for mentioning the outstanding service from Benito, Margarita, Marcela, Carlos and so many others who treated you like a rockstar. I will pass your comments to each and every one of them. Thank you for recommending us so greatly and don’t forget that we are looking forward to your next visit for another wonderful vacation.
Kind regards.

René Malacara Coss
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
Hotels you might also like...
Also consider these accommodations in or near Puerto Aventuras
0.1 mi away
Heaven at the Hard Rock Hotel Riviera Maya
Heaven at the Hard Rock Hotel Ri...
#1 of 17 in Puerto Aventuras
4.5 of 5 bubbles 6,037 reviews
2.5 mi away
Barcelo Maya Palace
Barcelo Maya Palace
#7 of 17 in Puerto Aventuras
4.5 of 5 bubbles 5,620 reviews
14.0 mi away
Paradisus Playa Del Carmen La Esmeralda
Paradisus Playa Del Carmen La Es...
#32 of 212 in Playa del Carmen
4.5 of 5 bubbles 6,476 reviews
Show Prices
Show Prices
Show Prices
16.7 mi away
Grand Velas Riviera Maya
Grand Velas Riviera Maya
#2 of 212 in Playa del Carmen
4.5 of 5 bubbles 2,835 reviews
13.9 mi away
Paradisus Playa del Carmen La Perla
Paradisus Playa del Carmen La Pe...
#19 of 212 in Playa del Carmen
4.5 of 5 bubbles 7,856 reviews
23.5 mi away
Iberostar Grand Hotel Paraiso
Iberostar Grand Hotel Paraiso
#1 of 11 in Playa Paraiso
5.0 of 5 bubbles 5,571 reviews
Show Prices
Show Prices
Show Prices

Been to Hard Rock Hotel Riviera Maya? Share your experiences!

Write a Review Add Photos & Videos

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 Top resorts Hotel in Puerto Aventuras
#2 On the Beach Hotel in Puerto Aventuras
#2 Business 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 (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 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Expedia, LoveHolidays, Agoda, Prestigia, Holiday Gems, Odigeo, Hotels.com and Travelbag so you can book your Hard Rock Hotel Riviera Maya reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
Also Known As:
Aventura Cove Palace Hotel Puerto Aventuras
Hard Rock Hotel Riviera Maya Mexico - Puerto Aventuras

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing