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“The Party Has Officially Begun!”

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Hard Rock Hotel Riviera Maya
Ranked #3 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersPlatinum level
Level Contributor
43 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
“The Party Has Officially Begun!”
Reviewed 12 May 2014

We had the opportunity to be at this property for their official grand opening as a Hard Rock All inclusive Collection Hotel. We were for a total of 10 days. So we watched them gear up for the event and then watched them put the place back to normal. The event it self was 4 days of tremendous events and fun with untold amounts catering, supporting a completely full hotel. There was a guitar Smashing ceremony to signify the opening of the Hotel, 2 Jon Bob Jovi concerts in an outdoor setting that was just beautiful, and a pretty darn good pool party to close it all out. Really far from the normal routine at a hotel of any kind. The management and staff really shined during all the pressure. Given all that was ring on and the crowd on hand, the quality of food in the restaurants was great, the service was awesome and the hotel of course was very clean and in top shape for the event. But, impressively, given the volume it stayed that way!! NOTHING got disrupted or was left dirty or not clean. Given all the different set ups it was like watching time lapse photography. Things came down and things went up and presto it was a reception or a concert or a wedding ( which in the midst of all this I was told they managed 5 a day on the weekend) It was great to see the diligence they used on this property. If they can do it under these conditions then you can expect them to keep it pretty darn nice under calmer circumstances.

The reason for the Grand opening?? The hotel was given a hard reset last year and has been completely overhauled from its previous existence as a Palace property called Aventura Spa. A resort with both a family side and an adults only side. It had been know for its spa and fitness product and its great location in the Riviera Maya about 15 minutes south of Playa Del Carmen. It still has all that, but now they are on Steroids!! Its a Hard Rock Property and all the rock and roll memorabilia, the 70's and 80' rock in the lobby, and colorful decor are very inviting and invigorating. They start you out with a fun experience the minute you walk in the lobby.

They have truly gotten the idea of how to have all the guests have a good time. But they offer Members of the Legendary Vacation Lifestyles Club a very high end experience with some added perks. If you have the chance you should hear the presentation to see how you can upgrade your experience at the property. As you will see from the experience described below its a pretty darn nice property and you will have a good time; but when you do it as a member – WOW!!! Membership truly does have its privileges. In fact the second night of the Jon Bon Jovi concert was open to all the guests of the Hotel. A very nice perk!!

Lets talk about the new place. The beach - New expanded beautiful lagoons with white sand beach space with "on beach" couples cabana's make the ocean experience awesome. There is a promenade walk across the whole ocean front of the property, a good 1/2 mile, on which I saw a number of folks walking and jogging in the morning. It is all over looking the ocean, a nice way to start the day!

It features completely renovated pools and services for the pools, with swim up bars. They are now bigger and more inviting!! With music to fit the mod of the day, The Dj had fun with the tunes every day plus they had some live band experiences tossed in pool side several times during the week for several hours in the afternoon. The whole thing was a good rock and roll experience. Its not about just the latin music all the time anymore. I heard a lot of my favorite old 70's 80's and present rock and roll while we were out there with the occasional club scene tune thrown in to match the water aerobics and other classes that come up.

The restaurants have all been redone and are much more high end than you would expect. This truly boarders on a 4 star dinning experience IT IS NOT A BUFFET KIND OF PLACE experience. Its very good a la carte dining. They are really trying to step it up. Cudo's to the new Head of food and beverage for the company a real step up has been made and I hope you will expand this quality to all the Hard Rock All Inclusives. The wine lists managed by Edgar are solid and the menus are diverse. Be sure to attend the wine tasting he runs its very informative and fun. ENJOYABLE FOR SURE!

The rooms have all been redone and upgraded. They are very classy indeed!. We had the opportunity to use a Sky Terrace Presidential suite for our stay, a 2 bedroom suite with dinning room, living room, and a spiral staircase to the roof featuring a large hot tub, wet bar table, and beach chairs as well as a shower, refridge and bathroom. It is a great base of operations for a family group and/ or wedding group. They used a number of these as skybox type suites for the concert that was held in the Woodstock plaza between building 5 & 6.

The property is still split into 2 sides, Family and Adults with food and entertainment to fit the group. But as adults you can go anywhere on the property, and as you will see there is lots for everyone to do.

The family side is called "The Hacienda" and is the bigger of the 2 sides. Lots of ocean view Jacuzzi rooms, Skytop terrace rooms and some really nice ocean front Presidential, 2 bedrooms suites. There are lots of pool, beach front, restaurants and a nightly show/ theater for entertainment, It has a nice kids play area, kids pool, rock climbing, and a kids club where the younger kids can play with Barney, Thomas the Train and Bob the builder Characters. I only know this because one morning while eating breakfast Barney, & Bob the builder characters came to the Market restaurant and did a show fro the kids and then like the piped piper, promptly whisked a group of kids off to have fun for the day, while the parents were then able to head to the pool or out for the day in playa del Carmen. NICE TOUCH!! Its a family fun side with Zen Restaurant doing habachi style fun dinning or a la carte for those looking for good asian food without all the Whoop whoop, {Pedro the manager there does a tremens job keeping your experience fresh and flexible. Other indoor and out door dinning including Freda a very nice mexican dining experience managed expertly by Aditiya, (spelling sorry) with a very attentive wait staff and mix of food items for all tastes. There is Pizzetta out on the beach with a real pizza oven charring out pretty authentic pizza's. And of Course Ipenema the Brazilian steak house managed by a different Pedro and just as aptly supported but the staff who includes Ezechiel, the hardest working waiter in Mexico. You can find him working breakfast at the market, lunch at the market or ipenema and then working dinner as well. Wow!! . There is also a Teen lounge opening soon and there is already an arcade for the kids.

If you prefer a more party and adults only style, away from the frenetic atmosphere kids can bring then the Heaven side is for you!! A renovated Spa and HydroTherapy facility is beautiful and you gotta try the Relaxation Massage called the Dome - its massage where the music is an active participant in the process. its hard to describe but it is awesome!.

There are 4 high end restaurants over here, Toro the Steak House, Ciao the italian place, La Cava Rojo the spanish tapas style managed by Josue is fantastic. and the French restaurant features a very nice menu and outdoor dinning with style!! ( the only restaurant that requires long pants and no sandals for gentlemen). We never had even a questionable meal. Everything went very very well.

The wait staff at the beach and pools was tremendously attentive, as were the folks at the swim up bars. The Hall of Fame pool support folks that worked with me, Alejandro, Alex at the bar, Pedro - from room service who got us the Egg sandwiches that are not on the menu, Juanita, Yanisera ( spelled wrong sorry) and Marco all stood out for us during the week.

They have a very cool nightclub on this side that features a full on club scene and very skilled club DJ's. This gives those that want to party late into the night a place to have fun. It features a a hot tub and lagoon IN THE CLUB!! And outside the club!! It opens to the Stairway to Heaven plaza. So you can party in the club or just outside the club but you can enjoy the great nights and atmosphere like you were in south beach!

We are Hall Of Fame members and as such we get to utilize the butler program on property. Carlos, our butler was incredible and very supportive. He was aptly supported by Luis, Emmanuel, Jose, and jaziel( spelling sorry) They are managed and supportively backed up by Marcela and Rosy. This group makes sure every detail of your stay is covered they are there for you early and late, they give each restaurant an alert you are coming and they seem to pop up exactly when you think you might need them. I gotta figure out how they do that, LOL This butler service and even the regular hotel staff service offered by Hard Rock in it's 4 all-incussive hotels blows away the service offered by what is supposedly one of Cancun's top resorts, LeBlanc. The overall service at Hard Rock is 10 times better than what they have to offer at leBlanc.

They are still tuning things up and finishing rooms and even redoing some of the things they redid just to improve them. Its a process for sure. But its nearly complete. I must say this property is a great destination for travelers of many different styles. I am pretty sure you won't find a better experience in the Cancun, Riviera Maya area that is more hi caliber, all inclusive and tuned up with a rock and roll flair!!

I hope you enjoy it as much as we did!!

Room Tip: On the Heaven Side Building 4 leaves you closest to the action on both sides of the resort.
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  • Stayed May 2014, travelled with family
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Helpful?
9 Thank Ronbcheshire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 14 May 2014
Hey Ronbcheshire!

How’s it going? Thank you so much for the impressive review! We can only say THANK YOU for making us part of your vacation. Your comments confirm that we are doing it right when it comes to generate authentic Rockstar experiences for all of our guests and members. That’s our passion and we couldn’t be any more excited to see it’s working! How kind you are for taking a moment to mention all of those from our staff who went out of their way and beyond to make of your break a memorable experience: Edgar, both Pedros, Ezequiel, Josué, Alejandro, Alex, Juanita, Marco, Carlos , Luis, Emmanuel, José, Jaziel, Marcela and Rosy among so many others. Rest assured that I will let each and every one of them know they made your stay more enjoyable. Thank you for recommending us so highly; It’s been a pleasure having you with us. We look forward to your next visit. Warmest regards!

René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
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English first
Reno, Nevada
1 review
Reviewed 12 May 2014

We are both Palace and Legendary members. We really enjoyed our stay as the new Hard Rock. We stayed on the Heaven side. Food was outstanding. Spa services were some of the best I have ever had. Ask for Mario, Daniel, and both Alejandras. The much improved lagoons were better for swimming and snorkeling. Our Sky Terrace room was over the top. We are looking forward to returning next year. Great job.

  • Stayed April 2014, travelled as a couple
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Review collected in partnership with Hard Rock Hotels & Casinos

Helpful?
Thank Lisa /Tony B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 13 May 2014
Hi there Lisa/Tony B!

We are glad to hear you had an amazing time at our hotel. Thank you so much for sharing your experience at Hard Rock Hotel Riviera Maya. You're so kind for mentioning Mario, Daniel and both Alejandras; I am quite sure they are going to be on high demand after our incoming guests read your review! It´s great you enjoyed the Sky Terrace Room as well as our improved coves. Thank you for recommending us so highly. Can’t wait to welcome you in the near future so you can live another Rockstar break!

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
Minneapolis, Minnesota
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 11 May 2014

We had the trip of a lifetime to the Hard Rock Hotel, Riviera Maya. This resort has it figured out. Hands down, the best wedding packages in Mexico (Caribbean). We had a large wedding group of 94 people and the Hard Rock had something for everyone. Because we had over 75 "room nights" booked, our 7 night stay was free. We also had unlimited private functions for free which included a FREE "Welcome Cocktail Party" & rehearsal dinner, not to mention a free wedding reception. Again, it wasn't a hard decision to go to this resort. When we arrived, everything we had hoped for was confirmed. We were taken care of from the moment we stepped foot on property. Met with our amazing wedding planner Rebeca within 24 hours of arriving on property to settle any remaining details. She took care of all our special events. I had my hair and makeup done right on property.
Our guests were all very satisfied with the service they received at the resort. Resort credits were used by every single guest (people were getting massages, mani/pedi, golf etc.). It's basically free money to use at the resort that heightens your experience. This part made the trip unforgettable for us and our guests as well. Rooms were newly remodeled and nice, but we spend most of our time by the pool. Lots of fun activities from water aerobics every morning, to beer drinking contests in the afternoon (something for everyone). I also spent time on the family friendly side and had a blast over there too, more family friendly activities like a belly flop contest and snorkel. They also had a special visits from animals like monkeys, toucans, iguanas and parrots that you could hold and take a picture with. This was a huge highlight for our guests. People also raved about the food-- especially those who had been to other resorts in Mexico.
I think this resort has so much to offer and it is only getting better!! Been getting tough reviews during renovations but SERVICE and VALUE for the amenities that are included cannot be beat by any other resort!! I can't wait to go back. Our wedding guests are already looking for a reason to go back (vow renewal in 5 years?!?). Let's do it!!

  • Stayed April 2014, travelled with friends
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Helpful?
1 Thank Hillary S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 13 May 2014
Hi Hillary S,

Thank you so much for taking a moment to share your fantastic experience with us. Your review confirms we have achieved our goal which is to create authentic Rockstars experiences for all of our guests. That’s our passion and we are thrilled to see it’s working. We love getting reviews when someone from our staff provided a service that rocked, so I want to thank you for mentioning Rebeca; I will let her know how important she was for making your event a memorable experience. It’s great to see that everyone in your group had a blast here. Thank you for making us part of your celebration. We look forward to your next visit. Kind regards!

René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Massachusetts
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 11 May 2014

I was at the Hard Rock Hotel for my cousins wedding May 7. I have no complaints about this hotel. The staff went out of their way to make sure we had everything we needed. There was always somebody around to get you drinks, food, towels, water, etc. Everyone was super friendly! There was always something to do at night, whether it was a free Bon Jovi concert (!!!), magic show, circus show, fire show, breakdancing show (you get the picture?!) Would definitely go back!!!

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Review collected in partnership with Hard Rock Hotels & Casinos

Helpful?
1 Thank luvaruba10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 13 May 2014
Hi Luvaruba10!
Thanks for sharing your opinion about our hotel. We love to hear you received such a highly attentive service from our staff. They always go out of their way to make our guests feel like truly rockstars. It’s great you enjoyed the shows. We are very excited to hear you definitely are coming back to experience the kickass service you already know. 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
Houston, Texas
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 11 May 2014

The service we received in all areas was great, the music rocked (of course!) and we had amazing food. The property is really beautiful and we enjoyed walking the area ... spider monkeys & iguana spotted!

  • Stayed May 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos

Helpful?
Thank Jill R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 13 May 2014
Hi Jill R!
How’s it going? Thank you for stopping by and leave us your comment about your experience at HRHRM! We are glad to see that you loved every moment of your visit here and of course we are looking forward to your next. We will roll out the red carpet for another kickass break!

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
Richmond, MN
Level Contributor
12 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 11 May 2014

We experienced the Hard Rock Hotel Riviera Maya on a travel agency business trip. I have personally been to the Riviera Maya area of Mexico several times and had actually seen this property before when it was the Aventura Spa/Cove Palace.

The Hard Rock is a great choice for families or for adults. The Hacienda side of the resort is for families and the Heaven side is for adults only. Children cannot go to the Heaven side, but adults staying on the Heaven side have full access to most everything at the resort (except for specified VIP areas). Our group stayed on the Heaven side.

The rooms were spacious and clean. The bathroom layout can be described as two sinks and mirrors, and then a separate stall for the toilet (with a frosted door), and a shower (with a frosted door). Someone can be showering and the other can still be able to use the sinks or the toilet. While some describe it as "open", I felt it was convenient, though the lighting at the mirrors could be better. There is a lighted magnifying mirror, but it was difficult if not impossible to adjust.

The bed was comfortable, though the pillows could be better. The hot tub was great! Closets and drawer space was ample and there was a safe in the closet. The patio was nice, but they need bigger tables on them. The hammock on the patio was nice!

There is no beach along the sea here. They have multiple protected coves that allow saltwater to come in and they are great for snorkeling. You can snorkel here and not feel like you would drift out to sea...a great benefit if you are traveling with kids. The beaches were nice in the coves. It was nice to listen to the waves crashing into the seawall.

The pools in the adults only area were clean and we could usually find chairs. It was active at the swim up bar with loud music and games. Very entertaining! Burgers at the pool bar were good.

Spa area is beautiful and very large. I did not have any treatments as I had no time! :)

The resort credit is an excellent value but remember you have to pay a small service charge on any service/tour you use.

Enjoyed being able to call home to the US, for free from the room. Wi Fi worked well. Minibar had water, sodas, beer and 4 bottles of liquor.

I think my teenagers would like this resort! Families can stay together on the Hacienda side and usually have two rooms that connect. Both rooms have hot tubs but the mini-bar in the kids room is locked.

We did hear noise from the hallway, but it wasn't an issue for us. This is a large resort, with lots of people, and with the open air hallways, noise will echo.

The food was good. I wouldn't rate it excellent, but it was good. We ate at the Italian, French, Mexican and Brazilian restaurants. Service was very good, but not always fast. However, what is the hurry when you are on vacation?! Room service was quick.

Depending on who I was traveling with, I would return to this property again.

Room Tip: If you have children, you will have to stay on the Hacienda side. If you are adults, you may want t...
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  • Stayed April 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JillySTC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 13 May 2014
Hi there JillySTC!

Thank you so much for sharing your detailed review. We are very glad to see that we have accomplished our goal for creating a Rockstar experience for you. Your comments encourage us to continue working hard to achieve every guest’s satisfaction. It’s has been a pleasure having you as our guest and we hope to be your host again in the near future so you can live another excellent vacation at Hard Rock Hotel Riviera Maya. Warmest regards.

Rená 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
Jackson, Tennessee
Level Contributor
14 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 11 May 2014 via mobile

My husband & I just completed a 6 day stay on the Hacienda side, which was nice but have no desire going back. The resort itself was nice, beautiful grounds, & all staff amazing but lacking some of the top end details we have experienced at other resorts.
Food- options for breakfast & lunch were limited, 2-3 buffet only locations. However there were more than enough options for dinner. It was also very convenient that no reservations were needed for dinner. We mentioned upon checkin that we were vacationing for our anniversary and our concierge helped us setup a wonderful anniversary dinner overlooking the ocean. Room service was consistently good.
Beach- amazing snorkeling available but no 'walking' beach as you would find in other areas of Riviera Maya/Cancun, which was a major negative for us. More shade/umbrellas are needed on both beach sides. There were plenty to be found in the 'exclusive' areas but not the general beach areas.
Many thanks to all the staff for making it a great stay...especially Eliseo (?spelling) at the Sun Bar.
All in all a great vacation, with some things they could improve on. If you're one who enjoys long beach walks, this isn't the resort for you but in exchange you get great snorkeling.
Room tip: building 9 was quiet but isolated (more walking) from rest of resort. Moved to building 6 which was conveniently located between both sides & activities .

Stayed May 2014, travelled as a couple
Helpful?
2 Thank drvlaan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 13 May 2014
Hello drvlaan,
Thank you for letting us know your impressions about our hotel. I am very disappointed to see that we have fallen too short to your expectations this time. Our goal is to create authentic experiences that rock for all of our guests and we deeply regret we have missed our mark in your case. We would like to have the opportunity to change your perception about our resort and that is why a Customer Care specialist has sent you a private message to address your concerns better. We hope to welcome you again at Hard Rock Hotel Riviera Maya so you can experience the kickass service that all our guests are accustomed to.

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
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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 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 
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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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