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“Excellent All Inclusive”

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Hard Rock Hotel Riviera Maya
Ranked #3 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersPlatinum level
Reviewed 4 July 2014 via mobile

The Heaven part of the hotel which is adults only is great. Wife and I went there for a week and had a blast. The night club at night reminds me of Vegas with the addition of hot tubs and free drinks!! All is the staff is tremendous and there to take care of anything you need. Definitely try the spa at least once.

Stayed: July 2014
Thank Pgaclay
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 reviewResponded 5 July 2014

Hi Pgaclay,

I am so glad to know that you enjoyed your All-inclusive vacation at Hard Rock Hotel Riviera Maya and that you loved the Adults-only experience at Heaven with the Night Club, the RockSpa, the drinks… it really sounds like a Rock Star getaway! It has been great having you with us. Thanks for the five-star review! We look forward to see you soon.
Cordially,

René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya

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5,721 - 5,727 of 9,918 reviews

Reviewed 4 July 2014 via mobile

We are having an awesome time. Wouldn't have been possible without the awesome customer service of the following
Isaisa Zen
Edwin Torro Breakfast
Marvin VIP Beach
Juana VIP Beach
Jazz the Bomb Butler
Emmanuel Butler
The manager at the Pizzeria

Stayed: July 2014
1  Thank MrsCFD1
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 reviewResponded 5 July 2014

Hey MrsCFD1,

Thank you very much for the short and sweet review. I 'm so glad you are having the best time ever. We love receiving feedback when our staff members provide a service that rocked! Rest assured that I will tell Edwin, Isaias, Marvin and the others they are awesome and they truly made you feel like a Rock Celebrity. It is a pleasure having you with us. We hope to welcome you many more times ahead to pamper you at paradise.
Cordially,

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
Reviewed 4 July 2014

This place is perfect. People always offering you drinks, free room service, leaving chocolate on your bed. The service was amazing. I literally can't find one bad thing to say!!! Definitely go here!! Free liquor in your room, but it's not needed because there are bars everywhere, inside and out. You will not regret this trip. Just bring money for souvenirs/spa services. You don't need it for anything else!

  • Stayed: July 2014, travelled with family
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Review collected in partnership with Hard Rock Hotels & Casinos
Thank Alicia J
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 reviewResponded 5 July 2014

Hello Alicia J,

Thank you for sharing this incredible feedback of your stay at our resort. It is always great to learn that our valued Rock Stars enjoyed an absolutely amazing vacation with us, because we pride ourselves on providing exceptional, friendly and unparalleled service; that is our passion and we are glad to see it’s working. Thank you so much for recommending us so highly. We hope to welcome you back again soon.
Cordially,

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
Reviewed 3 July 2014

Had a great week with the family at the Hard Rock. Spa was great. Pools and the Lagoons were very nice for swimming. Surprised at how many fish in the Lagoons. Was great for snorkeling. Staff in the spa and resturants were amazing. Seems to be a trend, everyone says the beds are to firm. Was my only issue also.

  • Stayed: June 2014, travelled with family
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Review collected in partnership with Hard Rock Hotels & Casinos
1  Thank Doug G
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 reviewResponded 5 July 2014

Hi there Doug G,

On behalf of everyone at Hard Rock Hotel Riviera Maya THANK YOU so much for sharing your awesome experience with us. I am so pleased to hear that you and your family enjoyed the pools and the coves; you are right they are fantastic for snorkeling; and what a wonderful way to take advantage of your Resort Credits at the Rock Spa for amazing treatments and massages. All in all it sounds like a Rock Star getaway. It has been a pleasure having you with us. Hope to welcome you back again in the near future.
Cordially,

René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya

Report response as inappropriate
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Reviewed 3 July 2014

Got married on June 6. Had 106 guests staying there, mostly on Hacienda side (we stayed on Heaven side).

Service
Service is very good. Ask for Ivan in Public Relations. He is the man- he took care of us and genuinely had our best interest in mind at all times. Bell boys super friendly. Bar staff also a lot of fun. Even with all inclusive, the staff doesn't hover (mostly) like they do at other all inclusive resorts waiting for tips. We didn't feel pressure to tip for every little drink and action.

Resort
Resort is massive. Basically 2 hotels, Hacienda (all-ages) and Heaven (adults only) on same property. If you're over 18 and staying on Hacienda side you can still go to Heaven side. It takes ~20min to walk from one end of the resort to the other. Room types/options are same on both sides. There are restaurants on Heaven side that you won't be able to go to, however, if you have kids (<18). Only drawback is there's no real beach. The ocean is tamed by rocks just off the shore and therefore the only ocean water to swim in is a very calm lagoon. You won't hear "waves crashing in" onto the beach. But the resort does more than enough to make up for this. There's lots of rock music playing fairly loudly in the lobbies which adds to the energy and vibe of the resort.

Rooms
We stayed in a Sky Terrace in Building 2 on Heaven side. It rained so hard the first two days we were there our ceiling was leaking and we were concerned especially because we had a wedding dress to worry about, plus we were going to be there for 9 nights. Lots of ceiling leak issues throughout the hotel, actually, which is surprising because the resort was very recently completely renovated. We moved rooms to another sky terrace after Ivan hooked us up and didn't have any more issues. Each room has 4 1L bottles of liquor with dispensers- Whiskey, Tequila, Vodka, Rum in ours, but every room is slightly different (in type and brand). There's a mini fridge with canned beers (Dos Equis, Coors Light, or Tecate Light), water, juices. There's no cd player or iPod dock but there's special Hard Rock listening channels on the TV.

Food/Drink
Buffet meals for breakfast/lunch are offering basically same food options every day, but each restaurant is slightly different so you won't get bored.Dinner is a la carte and very good at each restaurant. There are lots of options. Our favorite restaurant was the little French one on the Heaven side. Service is great. The only draft beer on site is Dos Equis (lager and amber) but that worked nicely in my favor. Gets served in glass mugs (when indoors) which is nice. They also pour Sol from 22's into glasses at staged events where kegs aren't available. Including the wedding, we had a total of 4 private events, wherein food was specially catered each time. In all cases the food was amazing. More than enough to go around. Everyone was very pleased with the quality and variety.

Entertainment
Every night there was a show of some sort- breakdancing, broadway, magic, etc. Pretty cool. Events are outdoors and if it rains they're in the Convention Center.

Weather
Early June- it rained for 3 days nonstop, borderline hurricane. I think this was a special case. We didn't see the beach until Day 4 after our arrival. After that though, weather was perfect. Clear blue skies, highs of 80's, low's of 70's with light breezes. Gorgeous.

Gym
There's a full size gym- 4 treadmills, bikes, ellipitcals, free weights, machines and a whole separate studio for spin bikes. Very nice.

Wedding
Wedding coordinator Lilia was amazing. Get married here and ask for her! We got married on Hacienda side underneath a Gazebo at 4pm. While it was super hot outside, the breeze off the water and the shade of the gazebo made if very comfortable. We proceeded to the Solarium Impanema (roof top of Ipanema restaurant) after the wedding ceremony for the ultimate view and location to have a reception. Spectacular. DJ was amazing, photographers were super professional, fun and nice, bar staff came through as usual, and Lilia successfully coordinated the entire event.

Overall we had a great experience and so did 106 others. Based on our trip/wedding/vacation we would definitely recommend this resort and hope to come back again.

Room Tip: Sky Terrace rooms on Hacienda side have way larger terraces than those on Heaven side. Any corner ro...
See more room tips
  • Stayed: June 2014, travelled as a couple
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1  Thank Jeff C
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 reviewResponded 16 July 2014

Hey Jeff C,

Thank you for the amazing review and for making us part of your big day! We are really grateful to you for your preference when choosing Hard Rock Hotel Riviera Maya as the astonishing stage for a Rock Star Wedding. I am very pleased to know that everything went great and that you and your 106 guests had an amazing stay with us.Thank you for the staff shout outs! We cannot wait to welcome you back again.

Cordially

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
Reviewed 3 July 2014

Horrible Front Desk Staff,Pool COOks and Bartenders - but the Pool Waiters Awesome and The restaurant Staff Awesome.. Be prepared the beach is shortened by rock wall & kids can't go to Heaven Restaurants

  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos
1  Thank Isbell D
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 reviewResponded 5 July 2014

Hello Isbell D,

I am so sorry that we have fallen too short to your expectations this time. Our goal is to provide the best possible stay to our entire guests and that is why we regret to learn that you did not feel our characteristic Rock Star treatment.
I would like to offer you my most sincere apologies for a less than satisfactory experience and for any inconvenience you may have experienced during your stay. I am having one of our Customer Care specialists to get in touch with you to address your concerns; rest assured that I will be on the top of the situation to follow up. I hope to be able to change your perception of our resort and welcome you back again in the near future so you can experience the excellent vacation all of our guests are accustomed to.
Cordially,

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
Reviewed 3 July 2014

I had a fantastic time and had the time of my life. I would go back there again hoping the get my room right. I always had something to do and the staff was incredible. Food and music was great. I didn't want to leave.

  • Stayed: June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Review collected in partnership with Hard Rock Hotels & Casinos
Thank Christopher J
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 reviewResponded 16 July 2014

Hi there Christopher J,

I am so glad to hear you had the time of your life at our resort and it is really exciting to know that you would come back for more rocking experiences at this your home away from home. We look forward to your next visit. Thank you for the five-star review!

Cordially,

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

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 On the Beach Hotel in Puerto Aventuras
#2 Business Hotel in Puerto Aventuras
#2 Top resorts Hotel in Puerto Aventuras
#3 Spa Hotel in Puerto Aventuras
#4 Family Hotel in Puerto Aventuras
#7 Romantic Hotel in Puerto Aventuras
Price Range: £231 - £547 (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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