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“Hard Rock Riviera Maya”

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Hard Rock Hotel Riviera Maya
Ranked #4 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersPlatinum level
Reviewed 24 July 2014

The property and quality of food was excellent. All the restaurants we visited offered top quality food and service. The rooms and property were very clean and all of the staff were helpful and willing to please.

  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos
1  Thank Bradley 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 reviewResponded 25 July 2014

Hey Bradley R,

Thank you so much for your review! It's very encouraging to learn that you loved your vacation with us and that everything from the service, food and facilities were perfect. It has been our absolute pleasure to make your stay a great one at Hard Rock Hotel Riviera Maya. Look forward to your next visit.

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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5,779 - 5,785 of 10,133 reviews

Reviewed 24 July 2014

Let me start by saying my wedding was beautiful. Lilia was amazing and wonderful to work with. Housekeeping wasn't great. Our king bed was made using two full sheets more than once. we also didn't receive clean towels on two separate occasions. (once I called for them, they arrived within minutes) The housekeeper also threw away my daughters orthodontic retainer. We called the night before we left and never received a call back. So our trip will actually cost us about $500 more than we planned.

We arrived with a group of 16. My husband and I had to wait 2 hours past check-in to get our room. Considering we were the reason everyone was there, our room should have been before our guests. We were given an "upgrade" because of the inconvenience but when we tried to use the upgraded amenities that came with the room we were told that we just get the room, not the amenities that come with it.

  • Stayed: July 2014, travelled with family
    • Value
    • Rooms
    • Service
4  Thank AHaskins1110
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 25 July 2014

Hello AHaskins1110,

Thank you for your preference when selecting Hard rock Hotel Riviera Maya as the stage for a glamorous Rock Star wedding at the Mexican Caribbean. Nothing rocks our world more than knowing that our brides and grooms find at our resort the perfect setting for their wedding; thank you for making us part of it and also for highlighting the outstanding service that you received from Lilia organizing everything to make your big day flawless. I would like to take this opportunity to offer you a sincere apology for any inconvenient you may have experienced regarding our housekeeping team and at Checking-in, I will be sharing these comments to our management team in order to improve our services and make sure this does not occur in the future. It has been our absolute pleasure having you here; we cannot wait to welcome you back again at this your special place at Riviera Maya.

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 24 July 2014

Fantastic service from butlers- Allen and Jose. Gorgeous views of ocean from room with roof top terrace. Coves were no problem, may have preferred to rough ocean. Ok food, nothing amazing. Ok liquor, not top shelf like others, but fine.

We stayed on Hacienda side- started in connecting rooms, we had a 10 year old with us. After first night is became quite apparent that the air conditioning was not working. Both rooms didn't get below 25 degrees with VERY high humidity.

After discussing with staff...we were told that there was a major technical project with entire Hacienda side. Will not get below that temperature. They said perhaps 3-5 days for "part" to come in. One room moved to adult side...to e perfectly chilly room. Other had to stay, with 10 year old.

Miserable!!!!!!!!!

I'm sorry, but it is unacceptable for a resort to allow this to happen. Back up systems, etc. need to be ready. If Hard Rock is trying to be a 4+ start resort...this can not happen. Actually, I have a feeling that this may be normal ac operation--- it never was fixed during the entire trip.

We finally kept the drapes closed and that helped a bit....but lost the view of the ocean. We could have been in any hotel anywhere.

Still wonder why nobody from management made any attempt to contact/talk with us. Our group had to be split- hurting the dynamics of the vacation...while the rest suffered in a hot sweaty room.

Room Tip: check for ac
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  • Stayed: July 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
4  Thank marylandjordan
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 12 August 2014

Dear marylandjordan,
Thank you for sharing your experience with us. On behalf of Hard Rock Hotel Riviera Maya we offer you our most sincere apologies. This office is aware of your concerns and we have taken the proper measures to improve on those areas of opportunity that you have kindly mentioned.
I assure you that we are always in the best disposition to attend our guests concerns at all times as it is our goal to achieve your satisfaction with the epic service that sets us apart. That said, I would like to compensate you for your unfortunate experience and change your perception of our resort.
I will have one of our specialists contacting you to discuss the points that you have mentioned.
Sincerely,
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 24 July 2014

Fantastic! Something to do all the time, or not, there are chill out places too. The place is idyllic, paradise. The people are so friendly the food is fantastic.
We will definitely go back again, it is the first holiday we have ever been on that we weren't ready to go home. There are a few teething troubles but they are very quick to sort things out. Our Daughter has food intolerance issues and they were very helpful she was very spoilt, we had to give 24 hours notice to go to certain restaurants so they could sort the food out for her but nothing was too much trouble. Room service was a bit of an issue though, but I don't think our experience was typical. The teen room needs a bit of fine tuning too. But would definitely go back!!!

  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos
1  Thank Philip N
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 25 July 2014

Hi Philip N,

Thank you for your awesome review that confirms that we have created an authentic experience that rocked your stay at Hard Rock Hotel Riviera Maya. I must say we cannot stress enough our satisfaction to hear about the positive experience you have enjoyed at our resort in such a thoroughly way. Thank you for staying with us, we are counting with your preference in future vacations to the Mexican Caribbean.

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 23 July 2014

Spent a week from June 26- July 2 at the Hard Rock Hotel (Hacienda side) with five family group including 10 adults and 10 kids. Between us, we've been to numerous all-inclusives in Mexico, Caribbean, etc and all of us agreed this was the best overall experience we've had.

Pros: The service was excellent and food was better than any other all inclusive we've stayed at. Ciao (Heaven side) and Frita's and Zen (Hacienda side) were excellent restaurants and there was no restriction on visits like at most other all-inclusives. Drinks (top shelf incl.) were always available. Among our group, we had every room category and everybody was happy. AC worked great and fridge was stocked every night. We had the family suite (2 bed/2 bath) which was amazing with a hot tub on the roof. Pools were great (kids loved slide) but we spent most of our time in the lagoon, which had amazing marine life (barracuda, tang, parrotfish, etc). Lagoon side waiter service was included.

Cons: Food at pool-side bar was marginal. Kids stuck with burgers and chicken fingers which were fine. Tours available for purchase with the Resort Credits we had were hit or miss. Hits included speedboat/snorkel tour, massages and other spa treatments. Misses included dolphin swim (too short) and Tulum (way too hot).

Summary: Great trip and all of us will be going back. If you are looking for all-inclusive good time, this is the place.

  • Stayed: June 2014, travelled with family
    • Location
    • Cleanliness
    • Service
1  Thank Pete M
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 24 July 2014

Hello Pete M,

I truly appreciate you took a momet to review our property and I am beyond glad to learn that you loved your Rock Star vacation at Hard Rock Hotel Riviera Maya. It has been our absolute pleasure to make your vacation a great one and we hope to welcome you back again soon for another spectacular family getaway!

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 23 July 2014

Very good Hotel but did not met my expectation.
Did not get the promise 2 25 minute massage as promise by our member agreement
The last few times I refer my friends to go to their resort they all get short change on amenities promise by the hotel group, have to reconsider whether I want to tell anymore friend to go

  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos
3  Thank Louis L
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 24 July 2014

Hello Louis L,
I appreciate so much your time for reviewing our property and I am glad to see that you enjoyed your stay; however I would like to extend to you our apologies for any dissatisfaction you may have experienced during your recent visit. I wish you could have reported this to our Public Relations team so we would have immediately have it solved to your satisfaction. I reiterate our commitment to provide you with the best possible stay and I hope to welcome you back soon so you can experience the Rock Star treatment that all of our guests are accustomed to.

Respectfully yours,

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 23 July 2014

The facility was smaller than we expected but the service made up for it. The rooms seemed a bit small too but they were clean and the bed were comfortable. We had some issues with the bathroom but as soon as we place the call a technician was on site.

The staff was very helpful they were receptive to all our requests. They also have a great entertainment team the kids has a blast, they enjoyed kayaking and took part in most of the pool games.

The nightly shows were ok. They can definitely improve half of them.

Food was average, I was expecting better from the specialty restaurants. Our favorite was the Mexican restaurant. The wait can be long so I would suggest you aim to have an early dinner the night you're planning to go.
Didn't get to try food at "el toro" the steak house because kids were not allowed in the adults side of the resort. A little disappointed at that but the Market did offer some steak options.

Drinks were pretty good, the pool bar did not refill their premium alcohol on a timely manner, however we had plenty of options.

We were expecting a bit due to all the remodeling advertisement..overall we had a good vacation.

Room Tip: If possible ask to get a room near the pool..with a water view.
See more room tips
  • Stayed: June 2014, travelled with family
    • Sleep Quality
    • Rooms
    • Service
3  Thank mfranco0725
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 24 July 2014

Hi mfranco0725,

First and foremost thank you for staying with us and for taking a moment to tell us about your experience at our hotel. I am glad to learn that overall you and your family enjoyed a great vacation with us however I would like to offer you an apology for any inconvenient you may have experienced during your stay. Thank you for your observations regarding the nightly shows; I will be sharing these comments with our entertainment team improve our service.
It has been a pleasure having you with us, cannot wait to welcome you back soon.

Sincerely,

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 Business Hotel in Puerto Aventuras
#3 Luxury Hotel in Puerto Aventuras
#3 Top resorts Hotel in Puerto Aventuras
#3 On the Beach Hotel in Puerto Aventuras
#4 Family Hotel in Puerto Aventuras
#4 Spa Hotel in Puerto Aventuras
#7 Romantic Hotel in Puerto Aventuras
Price Range: £213 - £522 (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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