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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
Maryland
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Travel agent review”
4 of 5 bubbles Reviewed 13 November 2013

I stayed at the Aventura Spa in July with my husband and 2 college-aged sons. The resort has wonderful staff, beautiful grounds and really good food. They are becoming a Hard Rock and were in transition when I was there. Since I've seen both Palace resorts and Hard Rock resorts (and like both brands) I didn't find it weird. In fact, had it already transitioned to a Hard Rock, there would have been more activities for my college boys to do at night!

If you like nature this is the resort for you. It is very lush with lots of animal critters including monkeys! The beach is a cove where you can kayak or swim but pools are better for swimming. This resort is fairly close to Akumal Bay where we always go to swim with the turtles and is a cheap cab fare away. It is also close to the Mayan ruins, eco parks and caves with cool cenotes and the gorgeous Paradise Beach in Tulum! We used this resort as a hub as we are an active family and enjoy excursions as well as our time on property.

The spa was fabulous! We all got massages with the resort credit program. We also had a romantic dinner on the beach which was lovely and fun. The resort credit will continue with the Hard Rock and I'd encourage anyone to utilize every last dime - it's a GREAT deal and they make it super easy for you to redeem the credits.

If you have any questions about the property feel free to contact me as I've seen both brands.

  • Stayed July 2013, travelled with family
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    • Sleep Quality
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Helpful?
Thank CrissyMaryland
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Émanuelle L, Customer Care Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 22 November 2013
Dear CrissyMaryland! Thank you for your great review. We are glad to hear that you had a wonderful time and that you enjoyed the resort and what it offers as well as its proximity to every activity you love doing. We are thrilled to know you took full advantage of your resort credits and could attend some spa services we are renowned for! Thank you for the great pictures, they are lovely! We hope to have the chance once more to receive you as a guest and have you enjoy at the fullest the completed new facilities!
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6,144 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
Walnut Creek, California
Level Contributor
14 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
1 of 5 bubbles Reviewed 11 November 2013

I was at this resort several years ago and thought it was great, so we Made reservations in July to come here again this week - 11/11/13. I have never had a worse experience! We were told a few weeks ago that they were giving us a room at the Cove because renovation was still occurring at the Spa. We were told that all facilities were open and available to us. When we arrived this afternoon, we found that not only did they not have king rooms for us, but most of the amenities were not open. When we complained about the changes to what we were promised, they refused to refund our all inclusive fee or to place us in a different hotel. We even contacted resort management to no avail. We were not the only people complaing. We met several others at check in and later in the bar who had similar complaints. If the resort management had been truthful prior to our arrival, we could have made reservations elsewhere or delayed our trip. As it is, most other resorts are sold out because there is a PGA event nearby this week. Because of this experience, we will never again staying at a Palace or Hard Rock resort.

  • Stayed November 2013, travelled with friends
    • Value
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Helpful?
7 Thank rodandlynda
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Émanuelle L, Customer Care Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 16 November 2013
Dear rodandlynda! Thank you for taking the time to write about your dissatisfaction. We are sorry to hear that you are not enjoying yourself at the fullest and we would like to give you proper follow up through a private message.
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Birmingham, Alabama, United States
Level Contributor
20 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
5 of 5 bubbles Reviewed 11 November 2013

We stayed here this past year (2013) and had an excellent time. The staff are very good at they do and entertained the guests poolside with many fun games and activities. We stayed on the spa side. Restaurants were good (not fantastic) but good. We enjoyed our stay here very much and found the entire property to be very well run by professional staff who are very eager to pleasse the guests. I would definitely return.

  • Stayed January 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank Allison C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Émanuelle L, Customer Care Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 23 November 2013
Dear Allison C! Thank you for your great review! We enjoy knowing that you had an excellent time and that you liked our services and facilities and most of all, the entertainment! We are glad to know that our staff standed out and helped make your stay with us even more enjoyable. We hope to welcome you soon!
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Chicago, Illinois
1 review
4 of 5 bubbles Reviewed 10 November 2013

The deal for $1500 resort credit was absolutely worth it. My wife and I had four massges each and they were great. The food was good for an all inclusive. The entertainment was nothing great, but we had a great time overall

Stayed December 2012, travelled as a couple
Helpful?
Thank rakesh_lahoti
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Émanuelle L, Customer Care Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 23 November 2013
Dear rakesh_lahoti! Thank you for your great review. We are glad that you had a wonderful time and most of all, that you took advantage of our great promotion to maximize your time at the spa. we hope to welcome you once more! Stay put to our official website for new promotions and event!
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Hialeah, Florida
Level Contributor
2 reviews
4 of 5 bubbles Reviewed 9 November 2013

I am very late in writing this review but better late than never. I visited the Aventura Spa Palace in May of 2013 and had an incredible time. Everything was top notch. Check-in was a breeze and we were pleased to put our resort credit to use to upgrade our room.
This resort is beautiful from the grounds to the rooms. Everything is well maintained. The food was incredible at all the restaurants. I took advantage of the room service a few times and the food quality was just as great and they were fast getting it to me. The staff went above and beyond in all aspects. I have never been treated so well by staff anywhere. It is well maintained and the rest of the resort & staff make up for the beach. While we were there, they had begun renovations as the resort was bought out by Hard Rock. It will be interesting to see if it maintains the excellent service being under a different company.


Resort is pretty Awesome. We stayed there for around 5 days. Had lot of fun. The resort credits was an added bonus. Their spa I think was the best feature. Loved their massage. We totally loved the restaurants at the resort. Pretty awesome food.

Can't wait to go back in a few months !

Room Tip: You Should Be Here
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  • Stayed May 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Gilbert305
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Émanuelle L, Customer Care Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 23 November 2013
Dear Gilbert305! Thank you for your amazing review! We can see that you had a blast and used to a maximum what was offered by our resort! We are glad to know that you are coming back and we would like to take this opportunity to address some concerns you expressed. The company was not bought by Hard Rock; the owner bought the franchise and decided to elevate its resort to a brand recognized internationally for its high quality of products and services. The service given by our staff will continue to escalate to higher standards, as the management is seeing through the guests’ satisfaction from check-in to check-out. We are glad that you enjoyed using your resort credits and we are proud to mention that we are keeping up with the promotion with some changes to remove the limits that were put to redeem those in the previous promotion. Overall, we wish to welcome you once more and give you an even more surprising and unforgettable stay!
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Milwaukee, Wisconsin
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 6 November 2013

We visitied this hotel in 2nd week of December 2012. We couldn't ask for more to spend our honeymoon. This hotel offers anything you expect and Spa Palace is for couples only. The restaurants and food option were marvelous.

Stayed December 2012, travelled as a couple
Helpful?
2 Thank Zunaib Y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Penelope S, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 9 November 2013
Hello Zunaib Y, we appreciate your short review.

We are glad to hear that your honeymoon was as you were expecting and that all the services were excellent.

Now, we have more surprises, I hope we can host soon to provide you another unforgettable experience.

Regards,
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Atlanta, Georgia
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed 4 November 2013

Resort is pretty good. We stayed there for around 7 days. Had lot of fun. The resort credits was an added bonus. Their spa I think was the best feature. Loved their couples massage. We totally loved the restaurants at the resort. Pretty good food.

  • Stayed December 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank smahajani03
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Penelope S, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 9 November 2013
Hello smahajani03, thanks for your short review.

We have amazing perks as the RC, you were lucky to plan the services and get many advantages.

Spa services are fantastic, everyone’s want a couple massage, relaxing and marvelous.

We hope to see you again soon, all the upcoming changes will be incredible.

Regards,
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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 Spa Hotel in Puerto Aventuras
#1 On the Beach Hotel in Puerto Aventuras
#1 Top resorts Hotel in Puerto Aventuras
#1 Luxury 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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