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“Nice hotel but don't let the freebies sell you on this place”

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Hard Rock Hotel Riviera Maya
Ranked #3 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersPlatinum level
NJ
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Nice hotel but don't let the freebies sell you on this place”
Reviewed 3 December 2010

I attended a wedding at this hotel and stayed on property for 4 days. The rooms are nice and clean however they are small and the large tub is a bit strange seeing as it is pretty close to the foot of the bed. As my fiance stated, with the tile floor and tub in the room, it was like "sleeping in a bathroom."

Unfortunately we had to move rooms b/c we had tiny ants all over our first room. We were in a concierge level room and other than having a king size bed, I don't know what other "upgrades" we rec'd being in that level. Everything seemed pretty much the same as compared to the regular rooms.

The biggest issue I had with this place was that we were given all of these hotel credits and we couldn't use them on anything we wanted...like advertised.

They limit you to using about 20% of the credits at the spa. We recevied 750 credits in total and were able to use 150 at the spa. They advertise being able to use them for excursions (i.e. zip lines, swimming in caves, etc) however once you try to book these, you realize that the excursions are all over an hour away at their sister hotel, Moon Palace. Plus, there are very limited times that you can participate in these activities. if you are going to book any of these excursions, I would book them as soon as you arrive at the hotel and check in or you won't get into any of them. Because we had such limited time at the resort, we were not able to take an entire day to do 1 excursion (there are plenty of cool places to do activities within 15 minutes of the resort- you just have to pay for them). The 1 excursion that is close to the hotel is the swimming with dolphins. However when I tried to book this one...it was full!!!

They also tell you that they can be used for wine upgrades at the restaurant. This became a big joke. I tried to order a bottle of Moet Champagne at dinner one night and after a half hour of not getting it, I spoke with the waiter (again) and he told me that they "were all out b/c it was being used for the lobster dinner." So no champagne (@ $165/bottle/credits.
After not getting the wine, I called the concierge to book the lobster dinner (@ $350/per couple) and guess what...they had not room for us during our stay! Shocker.

So we had 600 resort credits to use and couldn't use them on any of the things they tell you to use them for - no wine, no lobster dinner, no excursions.

Our last resort for the resort credits (no pun intended)? Pictures...lots of pictures. Oh yes- we got pictures with an iguana by the poolside for $45, and then for the bargain price of $425, we did a full on photo shoot around the resort our last morning. The pictures were totally cheesy and out of about 100 of them, we got about 10 that were decent. It was fun in the end but not exactly how I thought we would use all of our resort credits. Just be aware of the lure of booking this place because of the resort credits.

The food was ok. I am a vegetarian so I appreciated the amount of vegetables they offered however all of them were either covered in in butter, oil or cheese. Definitely do not plan to eat healthy while here. Even the "roasted vegetables" were really greasy.

Overall for the price we paid to stay here, I would have been happier at a non- all inclusive resort with an option for better food. The service at the resort was top notch and the staff was always very nice. You are offered 24 hour room service and the food was horrible. The servings were tiny, most of the time the order took a long time (approx. 45 minutes) and after 10 pm, you could only or a handful of items.

  • Stayed November 2010, travelled with friends
    • Value
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    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank ScorpioChik
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jan_Hundrieser, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, 26 February 2017
Dear ScorpioChik.

Thank you very much for visiting us and sharing your comments, we sincerely hope to see you soon here and being able to pamper you like a true Rockstar!

Jan Hundrieser
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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English first
Birmingham, Alabama
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 29 November 2010

Lets start by saying we have been to Mexico many times over the past 5 years. From the time we arrived I would say Aventura Cove Resort was not a polished, together resort. They lacked the customer service that we have come to expect from other resorts In Playa Del Carmen and Cancun. We arrived on a Tuesday around 3pm and they were not really busy.

Our room was clean, small beds but overall room without a view was just fine. No complaints.

The food was average for the most part. When you go to an excursion and we get excited about the food something is wrong....We did have a great Thanksgiving dinner at the aventura cove and appreciate traditional American fare. We found the mexican restaurant(a la carte) for dinner to be not very good. The steakhouse dinner was very good. The breakfast,lunch dinner buffets had their good and bad. Food was acceptable. The service not above average....when you ask for salsa and they say they are out or you ask for a chardonnay and the bar says they are out....kinda wierd and never experienced those responses in an all inclusive in Mexico.

The cleanliness was lacking. Many times notices room service trays stacked by the ice machines and our sat outside our door from 9am till 6pm one day. Seemed like once I started looking I found more and more cups, trays, trash laying around.

Room was not cleaned one day and we were gone entire day so not sure what was up with that.

Traveled with two teens two adults and we had a great time. We are not real picky about accommodations but for the first time we had the lack in customer service we are used to in Mexico resorts.

Night entertainment....magic show was good but predictable...what do you expect. Fire show was good...great because outside...not so because way too long. Didnt attend any other shows.

Pool side activities...typical entertainment staff organizing, soccer, basketball, water polo, volleyball....

Bar tenders at pool side not very attentive...Listen they werent busy and when you have to call at them for attention cause they are standing in a huddle....Maybe they are becoming americanized....

Lagoon to snorkel and kayak was cool.
Free in room internet with laptop was great.

With the choices that are out there, I would say to choose this resort if you get a good rate and ok with average food and below average customer service.

  • Stayed November 2010, travelled with family
    • Value
    • Location
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    • Service
Helpful?
1 Thank 1frank1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mara J, Customer Service at Hard Rock Hotel Riviera Maya, responded to this review, 28 February 2017
Thank you for taking the time to shared us your comments. We hope to see you again soon.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
san antonio
Level Contributor
10 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 17 October 2010

My husband and I stayed at Aventura Cove Palace on October 10-15th for vacation. It was breathtaking. Right from the start, as we arrived from our transport, the trees, atmosphere, and staff was amazing. We had a quick check in and I received a flower and my husband and I were given fruity drinks. We were taken right away to our room. The room was a little old compared to other palace resorts such as Beach and Cancun, but not bad overall. The bathroom did have only one sink, but the shower was big, enough for two people. Every room has a balcony with a hammock which was very nice. Aventura Cove and Aventura Spa Palace are connecting hotels. Total there are 7 restaurants total and 2 big pools. There are also 2 inlets that you can snorkel and kayak in, although they are kind of small. There is no beach where you can walk along. And the water is not the famous cancun blue. It is a darker blue. The size of these two resorts can seem overwhelming at first but it really isnt a far walk. There are also buses that transport you every 10 minutes to and from each hotel lobby which is nice. The staff were amazing and quickly responded to every need. The food is FANTASTIC as well. Our least favorite was the Chinese restaurant but the appetizers and soup were delicious. Every night they have shows and they were entertaining. The spa is amazing in Aventura Spa Palace. They are very friendly and clean. We did a couple's massage and it was truly relaxing!! Overall this is a great place to stay. It is an hour and 10 minutes away from the Cancun airport but worth the trip!!

  • Stayed October 2010, travelled as a couple
    • Value
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    • Cleanliness
    • Service
Helpful?
Thank mg2764
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mara J, Customer Service at Hard Rock Hotel Riviera Maya, responded to this review, 28 February 2017
Dear member, thank you for taking the time to shared us your comments. We hope to see you again soon.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Errington, Canada
Level Contributor
124 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
Reviewed 25 September 2010

I found this resort to be wonderfully clean, the staff were very helpful and friendly.
I found some of the line ups for restaurants to be frustrating but that is part of the experience. The food was good and my room was amazing, the tub in the room was huge. The spa was a truly wonderful experience, my first real spa experience and not my last! I was disappointed that there was no real "beach" to snorkle at but the little lagoon was very interesting and I felt very secure there. We saw a few little fish and it was a good first experience for snorkling but it got boring after the 3rd day. I did find the bed to be hard but we managed. the trip was a business conference for my husband and unfortunately we can't really afford to go back it is a bit highly priced, but if you can afford it it is beautiful!

  • Stayed January 2010, travelled on business
    • Value
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Helpful?
Thank anna1760
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mara J, Customer Service at Hard Rock Hotel Riviera Maya, responded to this review, 28 February 2017
Dear member, thank you for taking the time to shared us your comments. We hope to see you again soon.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, Ontario
Level Contributor
16 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed 31 August 2010

In between moving from a horrible resort to our new (fabulous) resort, we spent one entire day at this out-of-this-world resort with our kids.

The service was 100% proactive, friendly and polite.

Our kids went to the beautiful, air-conditioned kids club and actually wanted to stay the entire time! No wonder, they were even taken on a Monkey Tour where they got to see real monkeys in the ir natural habitat.

The fully equipped arcade with soft drink dispensers was something right out of the "Teen Cribs" tv show. Very nice!

Restaurants were fantastic! Especially the beachfront buffet.

The older boys took a kayak for a spin around the protected water enclosure and loved the turquoise blue water.

Massages and Hydrotherapy areas were absolutely wonderful.

We were even provided with a courtesy suite to shower and get changed before dinner. Highly civilized!

Thank you to all the staff for making our transition a truly memorable experience.

  • Stayed August 2010, travelled with family
    • Value
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Helpful?
2 Thank tom_weihmayr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mara J, Customer Service at Hard Rock Hotel Riviera Maya, responded to this review, 28 February 2017
Dear member, thank you for taking the time to shared us your comments. We hope to see you again soon.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
North Chicago, Illinois
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 25 August 2010

we satayed from 08/3 to 10. with had .spa spending money for 300 dollars each roomto spend. they had an offer for 1500 vacation pqackage. we went to 3 tours Coba, Tulum and Dolphinaris which is a 10 minute walk from the spa palace. At Dolphinaris each individual picture cost $29.00But theres a lot of fun to swim with the dolphins for 45 minutes with the instructor.Adults can enjoy more if use the facilty at the spa,great gym facility opens from6am to 11pm. Ask for Omar t=o help you arrange your schedule with your spa and tours. Mo mo no hana (Japanese rest) there sushi not so so good the seaweed wrap is not crunchy, try to go to the 10 food courses with a wine tasting with every entree they serve,its fantastic. then go to El Greco rest for a romantic dinner by reservation, La hacienda is great has a lot of appetizer and seafood as well as Mundaca restaurant. Great Breakfast, u can request for fried rice with chorizo and they will cook it for u.

Stayed August 2010, travelled with family
Helpful?
1 Thank Pink023
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mara J, Customer Service at Hard Rock Hotel Riviera Maya, responded to this review, 28 February 2017
Dear member, thank you for taking the time to shared us your comments. We hope to see you again soon.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
13 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 22 August 2010

We just returned from Aventura Cove Palace Resort. We were traveling with a group of 14 family members that ranged in age from 80 to 4. It was perfect, easy and so much fun. The rooms are beautiful, clean, fully stocked and smell wonderful. The beds were super comfortable! The little ones loved the giant jacuzzi (indoor swimming pool for them) that was in their room! We had a family suite, so we had two ajoining rooms, which meant two bathrooms too! Perfect!

The food in the all inclusive restaurants was more than adequate for our many dietary requirements (children, carnivores, vegetarians, gluten free and vegan!) Service could be a little slow, but that is Mexican time, I think. Be sure to bring long pants and a collared shirt for the men though, as all the restaurants had a dress code at dinner, that seemed to only apply to the men. Jeans seemed to be ok.

Every night, there was a different show that the kids loved! The adults had fun too. We had a magic show, an acrobat show, a Michael Jackson tribute, a fire dancing show and a tribute to Brazil. It was especially nice, since the resorts in this area are not close to any kind of town. We felt like we really didn't have to leave. The pool, lagoon and ocean could be all you would need! Although, Don't miss Xel Ha and Xcaret!

Right now, they are also offereing a $1500 credit to use towards spa services ($300 max) room upgrades, top notch wines, or selected tours, We definitely took advantage of that, and they made sure that somebody helped us to get the most out of it, which was nice!!! The spa side is adult only, but if you take turns watching the kids, I highly recommend the massages and facials! NICE!

My kids also enjoyed the Kids Club, which is stocked with toys, games and a small kiddie pool with slides. Our kids room came equipped with little robes, slippers and beach toys too, which was a super nice touch! Their refrigerator was also stocked with kid friendly beverages, while our room had an inclusive bar and refrigerator with mixers. The hotel also left a bottle of wine in our room the first night, which we appreciated! When this resort says All-Inclusive, they mean ALL-INCLUSIVE!!!!!!! We would definitely go back!

Oh yes, did I mention the MONKEYS in the trees? Be sure to take a walk down the lane at dusk before dinner! We saw monkeys and other wild life every night!!!!! Not to mention the iguanas everywhere!

  • Stayed August 2010, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Staceyld67
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mara J, Customer Service at Hard Rock Hotel Riviera Maya, responded to this review, 28 February 2017
Dear member, thank you for taking the time to shared us your comments. We hope to see you again soon.
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 Business Hotel in Puerto Aventuras
#2 Top resorts Hotel in Puerto Aventuras
#2 Luxury 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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