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Heaven at the Hard Rock Hotel Riviera Maya
Ranked #1 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersGold level
Ontario,
Level Contributor
36 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 67 helpful votes
“Best Resort!”
5 of 5 bubbles Reviewed 15 August 2012

This has to be the best resort we have ever been to! The rooms are excellent and well cared for by our maid. During the week we would return to our room to find rose petals on our floor leading to a bubble bath ready for us!
The a la cartes and buffets were awesome! Everything was fresh and delicious!
We used the free spa services eg. steam room, rain showers etc. a great way to end the day before going back to our rooms.
Esmerelda looked after us in the lobby with never ending tequila shots.
The only thing this resort is lacking (if you want to call it that) is a beach for walking. We didn't miss it at all.
The staff was the friendliest we have come across in our travels!

  • Stayed November 2011, travelled as a couple
    • Value
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Helpful?
5 Thank volley11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Xavier V, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 18 August 2012
We are thrilled to know that you had a wonderful stay at our resort.
Our goal is to provide our dear guests with an unforgettable vacation and we are really glad to know that you felt the kindness and warmness that characterizes our collaborators at Aventura Palace.
We are looking forward to welcome you back soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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6,143 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (834)
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English first
Vallejo, California
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 15 August 2012

Just got back from an 8 day 7 night trip to Aventura Cove. There were 6 of us total including an infant. We happened to get there right when a hurricane was headed towards the resort, they actually had to put up the hurricane shutters to protect the windows, luckily the hurricane never made it and it turned into a storm instead.

Pros:
No problems using the resort credit, we had $2,000 for each room and we were able to use it towards: Spa Treatments, Excursions, Chef's Dinner, Romantic Lobster Dinner, Cigars, Tequila, you can even use it to order lobsters at El Greco on the Spa side.

They had some good top shelf drinks that were included

Service there was Muy Excellente

Awesome pool

Excursions to Tulum, Chichinitza, and Isla Mujeres were all included (didnt have to use resort credit)

Free two 25 minute massages, manicures, pedicures are also included ( don't have to use resort credit)

No one expects tips, but I always tipped

Took the free shuttle to Playacar Palace and ate at their restaurant downstairs. This placed has better food that Aventura Cove.

Cons:
Not many restaurants on the Cove side to choose from. It seemed like a lot of the food was the same between the other restaurants.

Cove water was murky and it's hard to see fish clearly. The sand is also rough, so I'd recommend water shoes for sure.

One of the restaurants seems like its always closed

  • Stayed August 2012, travelled with family
    • Value
    • Location
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    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Bella B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Xavier V, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 18 August 2012
Thank you for taking the time to share this review regarding your stay at Aventura Palace.
It is great to know that you were able to fully enjoy your resort credits.
We are happy to know that you received the excellent from our staff that characterizes our resort.
We regret to know that you found the food offer to be limited, be sure that your comments will be shared with our F & B team.
We would be delighted to have the opportunity to host you again in the future.
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Braselton, Georgia
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 15 August 2012

This was our third trip to the Aventura Spa Palace...and we love it!!! The resort is beautiful. What a wonderfully relaxing place. One of our favorite things about this resort is the kindness shown by staff members. They are all so helpful and have a genuine desire to serve with the best attitude! We loved sitting at the lagoon area. It has beautiful surroundings and drinks/food are delivered right to your seats. Elia Madahi was an awesome waitress at the lagoon. I have never had anyone show as much kindness and helpfulness. She is awesome! Make sure to sit in her section - you will be so happy you did.

  • Stayed July 2012, travelled as a couple
    • Value
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Helpful?
1 Thank Clint T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Xavier V, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 18 August 2012
We love hearing feedback when our staff members provide excellent service, we will acknowledge Elia of your special mention.
Thank you for your short and sweet review.
We are very glad to know that you had a great time and we look forward for your next visit to our beautiful resort.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Rutherford, New Jersey
Level Contributor
10 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
5 of 5 bubbles Reviewed 13 August 2012

We are Palace Premier VIP members, who've ventured to Aventura Spa Palace for the first time this summer. We traveled with our friends, who stayed on the Cove side because of their son. We ate at the Cove several times, and saw that the quality was just as high there.
Overall, our impressions of the resort were great. I need to disclose, however, that since Aventura Spa and Cove are currently offered at 50% off the member rates, the pricing is so much lower than usual that the trip was a lot more enjoyable. All of us paid only $700 per person all inclusive for the week in the jacuzzi suite. Plus, we got the $1500 resort credit per room - some of which we used at the spa. However, if the resort pricing was more than $1800 pp for the week, I would think twice about paying that - since there are slightly newer resorts in Mexico that offer similar high end amenities.

My favorite thing about this resort are the beautiful clean pools. The beach also has some nice snorkeling in the lagoons. The food is definitely high quality - there are lots of fresh fruits and juices available which is always a good indicator of better, healthier meals. The breakfast buffet is nice with many options, and for dinner the sit-down restaurants were not only delicious, but welcoming because we didn't need reservations. I've stayed at another resort where we needed to get up early in the morning to make dinner reservations - so this was definitely easier. The drinks were delicious, and the double jacuzzi in the room was great to use in the evenings before bed.

The one thing others have pointed out, and that I want to stress, is that you should not attend a sales presentation if you are not interested in membership - because you will waste several hours of your precious time for a gift that you can probably already get with your resort credit. In many instances, you can get the benefits of membership, particularly the highly discounted pricing, by making friends with existing members and using their referrals. Had I known this before we purchased our membership, we could have saved some money.

  • Stayed July 2012, travelled as a couple
    • Value
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    • Cleanliness
    • Service
Helpful?
3 Thank InnaSky
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Xavier V, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 18 August 2012
Thank you for taking the time to share your wonderful experience at our resort.
We are very glad to know that you enjoyed our beautiful pools and that the food was of your liking.
It is great to know that you also enjoyed our Resort Credits Promotion.
We look for the opportunity to welcome you back soon at Aventura Palace.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
greenville, nc
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed 10 August 2012

Just returned from Adventura Spa and had a wonderful week there. The people were very helpful and the accommodations were excellent. Just writing to let you know that the resort credits are really not worth it...there are too many restrictions on what you can use them for and then you pay 11% tax on them as well. The spa is great...wonderful massage and facials. The only thing bad was the "romantic lobster dinner" which you can use credits for. It was probably the worst dinner we had there and we had to pay for it. The other restaurants are wonderful...try the Italian, the steak place and the oriental...they are fantastic. Liquor was good quality and plenty of it. I would recommend this place even though Tropical Storm Ernesto ruined a few days of it. Also, go to Indiana Joe's to swim in the cenotes, zipline and explore the caves. Good excursion and you can use some of your resort credits as well.

Room Tip: Don't take a garden room because when we were there they were only at 20% occupancy so they shou...
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  • Stayed August 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank twiceis
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Xavier V, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 11 August 2012
We are very pleased to know that you felt the kindness and warmness that characterizes the service provided by our staff at Aventura Palace.
Thank you for sharing your perception, for us feedback is very important as it help us knowing how we are doing in terms of service and quality. Rest assured that your comments will be taken into account in order to implement strategies to achieve our guest’s satisfaction.
We are glad to know that you had a relaxing time at our Spa and a lot of fun at the tour you took.
We hope to have the opportunity to welcome you back in the future.
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Rebeca66613
Level Contributor
9 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
4 of 5 bubbles Reviewed 8 August 2012

You land in Cancun and are escorted away to another hours drive into Playa del Carmen. As soon as you enter the Aventura Spa Palace you are greeted warmly by the staff and a delicious champagne drink (this hotel is adults only). The room was ready as we got in. We received all the info we needed, where to eat, nap, splash, tour, and of course relax in their amazing spa.

I was there for 7 days with my mom and it was trully relaxing. The staff is so helpful and friendly. They are there to wait on you hand and foot, which is weird if your not used to ordering things.

I gave the hotel a 4 only because their food was so so. Buffet style, you can't really get picky I guess. The place was all inclusive but the drinks they gave you were a bit weak.

Also, there is no beach access. The hotel offers rides into Playa del Carmen but not everyday, I think only 2 or 3x's a week. And getting there takes about $20 bucks to and $20 bucks back.

Other than that, I would say this place was amazing. Im glad they respected the no kids allowed rule. It was always quiet. Not to mention if you need a change of scenery there were 2 minute shuttles that could pick you up from Aventura and take you the Cove hotel (were the kids are).

Room Tip: Look for their specials. We received a $1500 credit we spent on 3 different massage specials, my mo...
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  • Stayed July 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Rebeca66613
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Xavier V, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 11 August 2012
Thank you for taking the time to share this review. We at Aventura Palace are very happy to know that you and your mom had a great time at our resort.
We regret to know that you found our food to be so so; thank you for sharing your perception rest assured that we will share your comments with our F & B manager.
We would be delighted to have the opportunity to welcome you back for another wonderful vacation getaway.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Indianapolis, Indiana
Level Contributor
80 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
5 of 5 bubbles Reviewed 7 August 2012

This review is based on the Aventura Spa as strictly a Palace Resort. The resort is presently in the beginnings of a change over to a Hard Rock Resort. As a Palace Resort my wife and I found the service to be excellent, the food to be excellent both in quality and variety. The resort has some areas that are in need of maintenance, but the lack of maintenance may have to do with the change over. We found all of the employees to be very friendly and helpful. The spa was very nice and the treatments, while overpriced, to be very good. The occupancy percentage was only about 20%, which meant that we did not have to wait for anything in the resort. Since it is adults only it made the pool area much more pleasant; we were able to go to the family side and use the facilities and restaurants there. We do not know what to expect in the future, and no one could really tell us how much it would change. One item that has changed; if you are at a Palace Resort you must pay a daily charge to use a Hard Rock Resort and vice versa. This is even though they are related entities.

Room Tip: All the rooms are similar, you can request a room with an ocean view.
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  • Stayed July 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank redinked
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Xavier V, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 9 August 2012
It is great for us to know that you had a wonderful experience at our beautiful resort.
We are very happy to know that you found our service and food to be excellent.
You can be sure that our service standards will remain the same after our transition.
We look forward to welcome you again for another “Vacation in Paradise.”
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 Heaven at the Hard Rock Hotel Riviera Maya

Property: Heaven at the Hard Rock Hotel Riviera Maya
Address: Carretera Cancun-Chetumal Km 72, Puerto Aventuras 77710, Mexico (Formerly Aventura Spa 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 Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Luxury Hotel in Puerto Aventuras
#1 Spa Hotel in Puerto Aventuras
#1 On the Beach Hotel in Puerto Aventuras
#1 Top resorts Hotel in Puerto Aventuras
#5 Family Hotel in Puerto Aventuras
#8 Business Hotel in Puerto Aventuras
#9 Romantic Hotel in Puerto Aventuras
Price Range (Based on Average Rates): ££££
Hotel Class:4.5 star — Heaven at the Hard Rock Hotel Riviera Maya 4.5*
Number of rooms: 577
Official Description (provided by the hotel):
A blend of relaxation and adventure awaits you at this adults only retreat. Set in the Riviera Maya overlooking the aquamarine Caribbean Sea, enjoy 1,266 luxurious accommodations with double Jacuzzi, balcony (most with hammock), and 24 hr. room service. Among the facilities to highlight is the state-of-the-art spa offering a perfect day of pampering. Guests can also enjoy seven restaurants, several bars, a disco, outdoor/indoor pools, and unlimited tours as part of the all-inclusive package. ... more   less 
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Also Known As:
Aventura Hotel Palace
Aventura Hotel Puerto Aventuras
Mayan Riviera Palace
Adventure Spa Palace
Hotel Mayan Palace
Adventura Spa Palace
Aventura Palace Spa
Aventura Spa Palace Riviera Maya
Aventura Spa Palace Resort
Aventura Spa Palace Mexico

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