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“Great Adult Resort”

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Hard Rock Hotel Riviera Maya
Ranked #3 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersPlatinum level
Reviewed 7 August 2014

Wonderful vacation. Hotel staff was very friendly and accommodating. The drinks were superb. Heaven Night Club was excellent. The Lobby Manager far exceeding my expectations by ensuring that we had an enjoyable and comfortable stay.

  • Stayed: July 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos
Thank Gloria 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 23 August 2014

Dear Gloria H,
Thank you very much for your comments. We are very pleased to see that we have exceeded your expectations, we are driven by your satisfaction and it is always very gratifying to see that we reached with the epic service that sets us apart.
We would like to have you back soon and we will roll over the red carpet to treat you like a Rock Star.
Sincerely,
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
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5,456 - 5,462 of 9,676 reviews

Reviewed 6 August 2014

The place is beautiful. The rooms are very comfortable. The pools invite you to dive in. The food is quite good, and the service excellent. The beaches are not real, but they are very nice and relaxing. During our stay there was a MTV concert in the hotel. I was a little worry about the crowds, but the place is so big that you did notice. As a matter of fact, we stayed in one of the beaches during the concert and could not even hear the music. Highly recommended.

  • Stayed: August 2014, travelled with friends
    • Value
    • Sleep Quality
    • Service
1  Thank Diego X
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 23 August 2014

Esteemed Diego X,
It has been a true pleasure having the family together one more time.
Thanks for your comments about those areas of opportunity; we are working to constantly improve and I am pretty sure that your experience is great testimony of it. I assure you that we will follow this path and keep rocking!
Rock on!
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 6 August 2014

Awesome lobby. Great food. Amazing bedrooms. Incredibly employees attitude.
Sadly it does not have a great beach area. Instead swimming pools are great. It would be great having a space to take a shower before leaving. In case one stays at the facilities after checking out.

  • Stayed: August 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos
Thank Gabriel 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 23 August 2014

Esteemed Gabriel S,
Thank you very much for your review. It is gratifying to see that you had such a great time at our resort and it inspires us to keep working to reach with the epic service that sets us apart.
We hope to have 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
Reviewed 6 August 2014

My wife & I just returned from a week long trip. We stayed in the Heaven section, supposedly no one under 18, there were some 16 year olds there. They play alot of good rock music for the most part. The bed we had came from a rock quarry. It had a pad on top, but that did not help. I asked for additional padding & housekeeping said it would not fit over the existing pad. My back was stiff every morning. Also the pillows are poor we had to ask for additional. The rooms are newly updated & modern. There is a four bottle liquor dispenser next to the refrigerator. Tequila, Vodka, Scotch & 1 other, also the refrigerator is stocked very well with Beer, Water & Sodas. I guess they know the beds are uncomfortable, so they provide you plenty of liquor to drink yourself to sleep. This place is huge with plenty of restaurants. All were great except the spanish tapa & the Buffet. The Mexican, the Oriental & the French were exceptional. There are numerous pools, which are all nice, but there was no Beach. They have lagoons with man made beaches. You can swim in the lagoons, but it is not the same as the Ocean.

Room Tip: This is a huge hotel, get your bearings before you start drinking !!
  • Stayed: July 2014, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
2  Thank slongu61
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 23 August 2014

Esteemed slongun61,
Your comments are appreciated. We are pleased to see such a great review. It inspires us to keep working and always deliver the epic service that sets us apart.
We would like to have you back soon and the stage will be ready for you!
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 6 August 2014

This supposed to be The Week! with old expieriences of Cancun and Punta Cana, we tought that will be The One in Riviera Maya!!! whhat a mistake! Apart the employees, food is no more than reazonable, structure old (this is a refurbished Palace Chain Hotel) , leakings everywhere, restrooms in maintenance everywhere, no structure on the beach! Mu room service took more that 2 hours ( 2 hours and 11 minutes) to arrive-even considering thet room service take time, but 2 hours ... Noooooo.
Air con remote control... On and Off! What a shame! they even have termostats to fake regulation in the rooms!
The only item that is part of a good service are the employees, that try their best, but with that structure.... Impossible !
I ask pls the owners of Hard Rock Cafe Hotels company , to go and check by themselves. By this time I really apologyze to be your custumer!!!! By my soul.... This place do not value the money! again I ' m a Hard Rock Cafe Fan. Do not go to this place! Thank you all!!!

Room Tip: Do not go!!!!
  • Stayed: August 2014, travelled on business
    • Value
    • Sleep Quality
    • Service
2  Thank Alexandre 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 8 August 2014

Dear Alexandre C,
I would like to thank you for taking the time to contact us and share your experience with us. I have read your review and I am concerned about your perception of our resort. I assure you that we are driven to achieve our guests´ satisfaction with the epic service that sets us apart. On behalf of Hard Rock Hotel Riviera Maya, I extend our most sincere apologies for have fallen short your expectations.
Regarding our facilities and services, we are proud to say that we have received recognition for the excellent performance in many areas. That is one of our motivations to keep working diligently and to deliver the best service to every Rock Star we receive.
I will have one of our specialists contacting you to address the areas of opportunity that you have mentioned and I will be on top of it to make sure we reach to an agreement in order to change your perception of our resort.
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 6 August 2014 via mobile

Where too begin........... its going to be a long review!!
When we checked in we were wowed by the grounds and look of the hotel, staff took our bags and led us too check in. Check in was super smooth and we even managed a free upgrade too a room with private roof and hot tub. We stayed in the adult side heaven.The hotel itself is amazing, lots of memorabilia, gorgeous decor and fantastic relaxed feel too it.
The room was out of this world loved the mini bar, massive walk in shower and the seperate rooftop terrace.
Housekeeping were amazing, chcocolates on pillows, turndown service, fully stocked mini bar everyday and fun little animals made from the towels on our bed every day.
Food was good, not gourmet standard, but what do people expect when its AI?? The only problem we had was the food wasnt always hot so we just made sure we asked for it very hot every time we ordered and we had no other bother. Ciao, toro steakhouse were our favourites, we tried the mexican and the market too they were just ok.
Service was spot on all the time, always friendly and never had an empty glass throughout our 11day stay-perfect! (I will mention names later)
We travel the world going too different hard rock hotels/cafes and didnt realise that this wasnt actually a hard rock owned hotel so we missed out on the usual merchandise we normally purchase eg fridge magnets. When we were told about the sales even it was sold as a champagne breakfast and tour we knew it was a sales pitch but thought as we travel for hard rocks we could have a look-big mistake!! The 1 hour they tell you turned into 3 and my god is it big money, a lot more suited if you live in the USA but as we are from the UK it didnt work out any cheaper for us. They were asking for $5500 upfront rite there and then rhen a further $18,000 just for a basic package and couldnt seem to understand that we didnt have the best part of 6k to part with?! They were extremely pushy and sent a total of 3 different people to try n sell us different things I was beyond angry by the time I left! The inly plus point was the free voucher we got for a romantic dinner for going too it!
We had planned a vow renewal on the beach while we were staying there and Lilia our wedding co ordinator was absolutely amazing! Nothing was too much trouble and she was always quick to respond to anything we asked. The ceremony was perfect and I cant thank her enough it was so beautiful and I cant wait for the pictures! I also have to mention Ade who did my partners hair for the ceremony, it was stunning and my partner was so happy with it!
Regarding the resort credits, yea you gotta pay 20% fee but its so worth it. We spent the majority of ours on rented cabanas and spa treatments so well worth it. Added to the rock star feel of sitting in a cabana, sipping moèt champagne and being waited on hand and foot for just $80 fee.
The bars all stocked good liquor always quick to serve and the nightclub was amazing, really good feel too it.
Spa was gorgeous, treatments were amazing but we weren't told about the hydrotherapy part so if you do book something make sure u arrive a good hour early and use it before your treatment.
We ventured over to the hacienda side a few times but we always choose adult only holidays as we arent a fan of screaming kids so we never stayed there long. It was perfect for familys and also if you dont mind kids, a lot noiser than heaven.
Pools were amazing and upbeat, really good atmosphere. The man made beach was perfect for us and was lots of fun feeding the fish.
Overall it was a holiday of a lifetime, we cant wait to go back and I would recommend it to anyone wanting a relaxed, but also upbeat when wanted,holiday.

Just wanted to mention a few people-

Ade our hairdresser
Lilia our wedding coordinator
Miguel at the martini bar
Selene at ciao restaurant
Pedro at the cabana

Stayed: July 2014, travelled as a couple
3  Thank 1steffieweffie
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 23 August 2014

Hello 1steffieweffie,
Thank you very much for your review. It is gratifying to see that you had such a great time at our resort and it inspires us to keep working to reach with the epic service that sets us apart.
We are driven by your satisfaction and please be assured that all of your comments are much appreciated.
We hope to have 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
Reviewed 5 August 2014

Overall this hotel was great. I would have to say the food was good. But I've seen better in other resorts there. My biggest disappointment was that there was no beach. The pictures on the website I'm misleading and don't indicate that. But they compensate for that by having great swimming pools. The spa was wonderful. If you ever stay there you have to try the spa.

I did not like the fact that you could not make reservation at the restaurants. There was sometimes a long wait to get seated and the service at the restaurant was very slow. You also had to wait to get seated at the buffet restaurant. We travel to Cancun twice a year and had never experienced such a wait for buffet restaurant.

Their club on the Heaven side was also amazing. The rooms were noisy. There was a door between our room and the room next to us. We could hear them very we'll.

  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Service
1  Thank travelerINaustin
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 23 August 2014

Esteemed travelerINaustin,
Your comments are much appreciated. It makes us feel very good to see that you and your family had such an amazing time at our resort.
We definitely see areas of opportunity and rest assured that we will make proper arrangements to improve them all. We are driven by our Rock Stars satisfaction and we will keep working relentlessly to maintain our high quality and service standards that set us apart.
We would like to have you back soon for another great experience.
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 On the Beach Hotel in Puerto Aventuras
#2 Business Hotel in Puerto Aventuras
#2 Luxury 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: £223 - £575 (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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