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“Hard Rock Mayan Riviera experience”

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Hard Rock Hotel Riviera Maya
Ranked #3 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersPlatinum level
Toronto, Canada
Level Contributor
67 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
“Hard Rock Mayan Riviera experience”
Reviewed 19 August 2014

Stayed one week in Aug in a Presidential suite and friends had regular rooms next door. Hotel is divided into adults and family section. Pros - lots of good dining options. Cons - kids cannot go to the adult section where some of the restaurants are. Loved the Tapas restaurant. Kids loved the cooking tables in Zen. Pool area needed more shaded areas/umbrellas. Not much if any VIP acknoledgement despite being in a Presidential suite and a Legendary VIP member. Spa treatment was very good, however rooms were bright and I prefer the quieter spa in Punta Cana. Soetimes a long wait to find a available vacation planner to book trips/spa, etc. Did the Tulum and Chichen Iza trip which were both well run. Friends also did the dolphin trip..Food quality was good, service was friendly. I think the Heaven section was more posh and had some nicer restaurants including the quality of drinks. Not sure why the entire hotel serves just two beers. Overall good trip with no major issues but I expected more..

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

Helpful?
2 Thank Canadarocks463
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, 20 August 2014
Dear Canadarocks463,
Thank you very much for your comments, we appreciate your opinion and I assure you it will not be taken lightly. We are aware of the points of opportunity that you have kindly mentioned and we are working to improve every aspect.
We would like to have you back soon and we will be thrilled if you decide to share your next vacation with us.
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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Traveller tips help you choose the right room.   Room tips (1,273)
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English first
Santiago, Chile
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 19 August 2014

Good service, good facilities and excellent environment, especially in the heaven area for adults that have privacy and invite you to relax. Excellent option for those that want to disconnect and enjoy a hotel with superb accomodations, excellent food and comfort for their guests.

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

Helpful?
1 Thank Bladimir Alejan... V
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, 20 August 2014
Esteemed Bladimir Alejan… V,
We are so glad to see that we have met your expectations and it is very rewarding for us to see that our efforts are appreciated. We are driven by our Rock Stars satisfaction and we are working tirelessly to reach with the epic service that sets us apart. We are very pleased and we hope to have you back soon and keep rocking 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
Cincinnati, Ohio
1 review
Reviewed 18 August 2014

My wife and I stayed here for our honeymoon. We were really impressed with our room and view. The dining options of the resort were great, even though some of the food was just average. The staff was always friendly, although I found myself walking to the bar for drinks more often than getting them from a server outside... it was much faster. The atmosphere was great, but there were many locations where music from different venues on resort were competing for space in your ears. The DJ blasted music by the pool all day long, which kept us from spending time there...luckily by the lagoons, his speakers were a little dampened and tolerable. We were able to create plenty of romantic time on resort, and find some social fun down at the Heaven Bar/Lounge.

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

Helpful?
Thank Philip 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 review, 19 August 2014
Esteemed Philip H,
It has been our pleasure having you with us to celebrate such a special occasion. We are very pleased to see that you enjoyed your stay; however I notice that you have pointed some areas of opportunity, which I assure you, will be addressed in order to improve our Rock Stars experience.
We would like you to come back soon and let us treat you with the epic service that sets us apart and see that reflected in your total satisfaction as well as the social media.
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
Randolph, New Jersey
Level Contributor
11 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 18 August 2014

We have travelled extensively for the past 25 years throughout the USA, Caribean, Mexico, and Europe. The experience we had at this resort was as good as any we can remember. The food, drinks, & service were outstanding. Everything was "their pleasure", and they couldn't do enough. Clean, well maintained, and comfortable we had a great time. Our sixth trip to the area was our best yet. Celebrating our 25th anniversary at this resort was a super choice. They had so much to offer in addition to great weather and a great location on the beach.

  • Stayed August 2014, travelled with family
    • Value
    • Cleanliness
    • Service
Helpful?
2 Thank Herb 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, 20 August 2014
Dear Herb B,
Congratulations for your silver anniversary!
What an amazing comment to read. We are so happy to see that you had such a great time with us on such a special event. It has been our true pleasure.
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
Tulum
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 18 August 2014

Be careful when room service personnel show up.
Protect you belongings
We had room service deliver breakfast, used my Kindle 10 minutes before the delivery, my wife and I were the ONLY ones in the room. Kindle setting right next to where the service tray was set down. Had my coffee went to get my Kindle GONE. The only person in the room was the guy who brought the breakfast tray.
Found the investigation a joke
Lack of concern amazing
Security supervisor condensending and inappropriate
Communication = 0
Use your safe even when you are in your room as ridiculous as it seems!,,,,!,




Stayed August 2014, travelled with family
Review collected in partnership with Hard Rock Hotels & Casinos

Helpful?
3 Thank Stanley Raymond 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, 3 September 2014
Dear Mr. Barr,
This office is aware of the situation.
We have followed the security protocol accordingly and after going through all the procedures, we could not locate the item in question. I guarantee you that we investigated all possibilities.
In this particular case, we found no trace of participation of any staff members in alleged actions. Rest assured that we have reinforced our security procedures throughout the resort in order to prevent any occurrence.
We are disheartened to see such a negative comment of the Hard Rock experience as it reflects the opposite to what we intend to deliver to our Rock Stars at all times.
I will have one of our specialists contacting you via private message to provide you with further information regarding our investigation.
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
Tulum
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 18 August 2014

Would not recommend Hard Rock Hacienda, location and staff lacks quality check in for our rooms were delayed and they wouldn't let us check in even though we had 2 children, an 80 year old with Dementia and my aunt who is 75 in a wheelchair what kind of service is that. She slept in her chair while we waited for them to contact reservation people on the names of the room very unprofessional

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

Helpful?
2 Thank Gabriel 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 review, 19 August 2014
Esteemed Gabriel M,
Your comments are much appreciated.
On behalf of Hard Rock Hotel Riviera Maya, we extend you our most sincere apologies for the inconvenience. We are driven by our guests’ satisfaction and we always go the extra mile to reach with the epic service that sets us apart. We have fallen short the mark this time and we would like to make up for you and your family.
I will have one of our specialists contacting you to further discuss this matter.
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
NJ
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 18 August 2014

My husband, myself and our 2 boys ages 13 and 11 along with 5 other families just returned yesterday from an 8 days stay. To say the least we were all highly disappointed. We usually travel as a family of 4 and stay at a 4 or 5 star resort which obviously this was NOT!
Check In... Check in was fairly easy our room was ready when we arrived at 3.
Room... Our room was small, barely any walking space. Barley any room to even put our luggage, we were constantly moving stuff. First 3 days our room was not made up till 7-7:30pm and only because when we called. After that room was made up by 4. Rooms are SMALL. The hot tub in the room is so unpratical for families and the beds are small. Overall it was clean and air worked.
Pool...The pools were all nice. We always got chairs because we were usually by the pol by 8am. The swim up bar is a joke. Only 1 or 2 bartender working and always a line and a wait. Plus drinks were always made different and tasted different. Waiter service by pool was non existent He would pass by once every hour or so and you had to be lucky he stopped at you.
Beach...Our group liked the beach It was always clean and we saw fish everyday. No drink service on the beach so bring one with you.
Food.. This was a disappointment. The breakfast buffets were ok. How can u mess up breakfast. The lunch and dinner buffets were ok. Nothing to brag about. Same food day in and day out. The pizza by the pool was good, my kids lived on it. Zen was the best, we ate there twice. The other were average. Room service always took an hour and half. We ordered 3 times and all 3 times something was wrong.
Nightlife...The fire and water show was great. The others def needed help. Sorry to sound mean but for Hard Rock I was expecting so much more. Plus the shows would begin at 7 or 8pm and by 9pm there was nothing to do but sit in the lobby and have a drink or a coffee. Boring!
Also, all employees always seemed bothered if we asked a question. A few times my husband and I went to desk and always waited while they talked and never really helped us. I needed change one day went to desk they couldn't help me. We asked for late check out and willing to pay extra but they said no. The hotel wasn't even crowded, actually it was pretty dead. Also, found for an all inclusive the staff was always waiting for a tip whether or not service was good or not.
Plus, we had a medical emergency that the Hard Rock was of no help with! I will review that next under separate review.
Overall, we were not happy. We will not be returning!

Room Tip: Get a room by the pool Building 6.
See more room tips
  • Stayed August 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank debbie923
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, 21 August 2014
Dear debbie923,
I hope you and your family is having a great day.
I would like to thank you for letting us know your dissatisfactions as well as the positive things that you have found about our resort. We definitely intend to deliver the best Hard Rock Experience to all of our Rock Stars at all times and that is why we are establishing communication with you to follow up in accordance to your perception reflected in your comments.
We are certain that we can always improve our guests’ experience; we are permanently approachable to address any dissatisfaction.
We would like to change your perception of our resort and treat you with the best service. I will have one of our specialists contacting you to further assist you and I will wait for your reply.
Keep rocking!
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

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 On the Beach Hotel in Puerto Aventuras
#2 Top resorts Hotel in Puerto Aventuras
#2 Luxury Hotel in Puerto Aventuras
#2 Business 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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