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“Relaxation!”

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

I Must say that I was concerned about the mixed reviews this place has gotten but I was more than pleased with my visit. We stayed on the heaven side and I would recommend that side to all adults. The pools were spotless , service is amazing! Every employee was friendly and helpful! Maria and Roberto by the pool were awesome, always available to get a drink even if it was just water. Edwin at Ciao was awesome we really enjoyed talking with him both for breakfast and lunch. Raul at Toro a real gentleman. Also Marco and Jose at Ciao were great!
We upgraded our room to get a roof top deck, worth every penny to us, sat there every evening with a glass of wine.
My husband snorkeled every dAy and was quite surprised at the variety of fish. We have no complaints, it exceeded our expectations.
The food was always fresh and presented in a lovely manner.
If I had one suggestion it would be to have more umbrellas by the pool as the sun there is really strong, but I would highly recommend this resort to anyone. I can not speak for the hacienda side as I did not go there.

  • Stayed: July 2014, travelled as a couple
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Review collected in partnership with Hard Rock Hotels & Casinos
Thank Kader622
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 August 2014

Dear Kader622,
Thank you very much for sharing your experience with us. It is so gratifying to see such positive comments like yours. We are committed to continue delivering the best service there is and create great memories with our Rock Stars.
We hope to have you back soon and we will have the stage ready for you one more time!
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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5,816 - 5,822 of 10,268 reviews

Reviewed 4 August 2014

This place really lives up to its name. It ROCKS!!! We have stayed at a lot of nice properties in this area, but his was by far the best. Not a single bad experience all week. Thanks Hard Rock Hotel Rivera Maya we will see you next year.

  • Stayed: July 2014, travelled as a couple
    • Value
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Review collected in partnership with Hard Rock Hotels & Casinos
Thank Shawn H
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 August 2014

Shawn H!
We are thrilled to see that you had such an amazing time with us. We cannot wait to have you back again, it has been our pleasure.
We will have the stage ready for another gig together.
Rock on!
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 4 August 2014

The staff was very friendly and accommodating. They went out of their way to make your stay wonderful. The hotel is clean and there enough to do if you want or quiet places if you want that. The Spa was fantastic.

  • Stayed: August 2014, travelled as a couple
    • Value
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Review collected in partnership with Hard Rock Hotels & Casinos
Thank Judi 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 reviewResponded 16 August 2014

Dear Judi S,
Thank you very much for your comments; we are pleased to see that our efforts are appreciated as we are driven by our commitment to deliver the epic service to all of our Rock Stars.
We would love to have you back soon and make great memories together again.
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 4 August 2014

Just returned from a week at the Hacienda side of the hotel! This is a massive property. Our overall experience was very good! I was worried after reading the reviews earlier this year but I was pleasantly surprised! . If you have kids, The Hacienda has it all. The pools are great and the beautiful water in the lagoons at the Ocean front are really perfect. No waves just beautiful crystal clear warm water! Our 16 year old had a blast and we never saw him so we went to visit friends on the HEAVEN side of the hotel! Had a ball! It reminded me of Club Med! You could lay on the beach listening to your favorite rockers or get involved in the pool parties! The spa was real nice....MOST restaurants were very good! Did not enjoy CAIO! Poor service and less than good food! The Mexican restaurant was very good. Ask for PAMELA's table! She will cater to your every need! Our room was clean and room service was very good! We have travelled extensively and enjoyed the Hard Rock! It's just a star away from being perfect!

Room Tip: On the Hacienda Side, Building 9, even number rooms will get you an ocean view/resort view! We staye...
See more room tips
  • Stayed: July 2014, travelled with family
    • Location
    • Rooms
    • Service
1  Thank KKOHLER2014
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 August 2014

Dear KKOHLER2014,
We are pleased to see that you had such an amazing time at our resort!
Your comments are much appreciated and please be assured that we are working tirelessly to address every aspect of the Hard Rock experience to the detail to reach to the maximum of our potential.
We would love to have you back soon and have another great experience together.
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 3 August 2014

This is a great property. It is nice to be able to stay on the Heaven Side(Adults Only) and use the restaurants on the Hacienda side(family) My wife and I could not have asked for a better, relaxing week on a beautiful property with a great area in and around the resort for relaxing, snorkeling and shopping.

We did book our visit in conjunction with another couple who had a Premium Membership to the resort under its previous ownership of Aventura Spa Resort. This gave us some exclusive things that were wonderful. My wife and friend enjoyed the spas everyday. My wife's statement was "Wonderful" except for the 7 minutes she was docked because of not checking in 10 minutes early...due to elevator issues.

Now the but..... Our rooms were promised when we booked to be Ocean View with King Beds with our friends rooms being close by. Well the first room was a garden view and our friends was the same but on opposite ends of the property. Management was very accommodating and offered to move us closer together, but sorry no ocean view available. We moved close together but friends room had a very moldy smell and we took management to task again.

(Side Note: We are now into the third day of our visit. Our friends who were members did want to take the sales tour to make sure what their membership perks were)

It was in this sales push that we were told that he (member) should still have availability to what used to be called the Presidential suite. Sales person checked it out and said he could get us into that suite and it would be living area with two rooms, both of which would have king size beds and an ocean view. Finally, what we were promised in the beginning.

We decided we would like to do this but would want to see it first. When we looked at it we found out that the sales person was just selling and that the second room of the suite only had a double bed. Well, I did not spend over $2,000 to have double beds and a small room. However, the members decided that they would take that room and the third move was made.

From then forward (now on Monday evening about 6 pm when we arrived Saturday evening) It truly turned back into a heavenly experience and a great and wonderful time.

My only request would be for the booking agents, sales people and concierge to be careful about what they say and what they promise.

We will be back because it was a great time and hopefully the errors were due to the fact that it has only been a Hard Rock Property a short time.

Cecil & Janice Oursbourn coursbo@conwaycorp.net
Conway, Arkansas

  • Stayed: July 2014, travelled as a couple
    • Value
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2  Thank Cecil O
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 August 2014

Esteemed Cecil O,
We are so grateful to see that you spent such a great time at our resort. However, there are a few points that need improvement and I assure you that we will have them corrected to the detail for your next visit.
We hope to have you back soon and roll over the red carpet to treat you with the epic service that sets us apart.
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 3 August 2014 via mobile

We visited for a week from July 23-30 for our first wedding anniversary.

I'm going to do this review with pro and cons lists:

PROS:
-Staff are amazing always there to help you with anything!
- resort and beach are beautiful
- you can swim with the fish right at the beach. We fed them a few times as well.
- the food was alright minus the fact my husband got food poisoning and was sick for three days. My favourite were the desserts!
- resort credits are a nice incentive! You do have to pay 20% so if you get $1800 credits your going to spend $360.
- drinks are great! No shortage of alcohol in them that's for sure.
- always something going on. Lice bands, someone at the pool playing games & concerts.


CONS:
- the beds are hard as rocks! And the pillows are basically nothing.
- be careful with what you eat, my husband got food poisoning after eating at Ciao and was very I'll for three days.
- maids don't do the greatest of job when cleaning the rooms. I had to call a few times to get the room cleaned or for fresh towels.
- I love that the club heaven is open for the adults but I don't think there is any need to have to music going until 6 am sometimes. One night I woke up about a half dozen times to the music.
- room service food wasn't the best.

Stayed: July 2014
2  Thank Vanessarose88
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 13 August 2014

Dear Vanessarose88,
I would like to thank you for sharing your opinion about our resort. I’m sorry to hear that your husband went through such an unfortunate experience. Our restaurants are certified with top regulations of sanity and it is very unusual to find these types of cases. However, on behalf of Hard Rock Hotel Riviera Maya, I offer you our apologies for the inconvenience.
Our Heaven Club opens its doors until 1am unless we extend a special event after a concert or special occasion, for the time frame that you were our guest, no special event was held in our club.
We would like to have the opportunity to welcome you back and share another experience with you; we will roll down the red carpet to welcome you as true Rock Stars. We are very interested in changing your perception of our resort and I will have one of our specialists contacting you to discuss your opinion and compensate you accordingly.
I hope to see you 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
Reviewed 3 August 2014

Our expectations were met in every possible way. The resteraunts were absolute fine dining. The food is top notch. We signed up for a membership to come back here for the rest of our vacations.
Hard Rock is truly a superior experience over the other resorts in Mexico!!!

  • Stayed: August 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos
1  Thank Melissa 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 15 August 2014

Melissa G!
Wow, we are thrilled to see that you are now part of our family and we are most honored to have you.
I am certain that we will have amazing moments together as we will always double efforts to deliver the Hard Rock Experience at its maximum for our new Rock Star!
Come back soon and we will have the stage ready for you.
Cheers,
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
#3 Family Hotel in Puerto Aventuras
#4 Spa Hotel in Puerto Aventuras
#7 Romantic Hotel in Puerto Aventuras
Price Range: £249 - £570 (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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