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Heaven at the Hard Rock Hotel Riviera Maya
Ranked #2 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersGold level
Reviewed 7 December 2013

It's currently a mess under construction for the upcoming rebranding as a Hard Rock. This used to be a great resort, but until the construction is finished beware. The spa, which used to be one of the great attractions is in shambles. My wife and I attended a conference there and pretty much feel ripped off. Only hooking up with some friends saved the day. The pools are still nice, but the guest room areas are a maze with construction activities taking place all over.

Room Tip: Wait until February. Maybe the bugs will be out of the system.
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  • Stayed: November 2013, travelled on business
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5  Thank friendofsparty
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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1,674 - 1,680 of 6,761 reviews

Reviewed 5 December 2013

Not a good experience at this hotel. The site was a "war zone" with all the construction. Several rooms not ready. No map of site distributed, so you have to "guess" where to go at all time.
Wrong choice of hotel!

  • Stayed: November 2013, travelled on business
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Review collected in partnership with Hard Rock Hotels & Casinos
8  Thank S. M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 December 2013

My wife and I recently spent a week here while attending a conference. The conference had been booked probably over two years ago. The organizers had contacted the hotel to confirm that construction was done and that the hotel was ready for business. They were assured that the facility was ready for Guests. This was not even close. The week was spent listening to construction taking place in the building we were staying in starting at 6:30 in the morning and continuing until after 10 pm. Walking to our meetings was always an adventure as the construction presented new obstacles each day. Walking at night was difficult as the grounds had limited lighting. The disappointment was that management misled us to think the hotel was ready for visitors and then they charged us the full rate. As we were already there what were our options? The only redeeming item at this place were the employees. They knew that management was not being professional to the guests and they went out of there way to be helpful and make us feel welcomed. The food was also very good. Would I stay here again? No as I don't think management would respect and honor what they sell you over the internet or over the phone, based on how they dealt with our group. We stayed at the Dreams in Tulum in April 2013 and I am planning a family vacation in this area in May of 2014. Our tickets are booked so we are just trying to find the right place to stay. Originally we were considering this hotel, but now the Dreams in Tulum is looking really good, based on the location, rates and our experience with management at both hotels. Our biggest disappointment with this hotel was the fact that we paid full price for a resort still under construction. We should have received a very deep discount for the fact that we were in the midst of the construction.

  • Stayed: November 2013, travelled on business
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10  Thank Riggcpas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 December 2013

We're guests here until Friday. I'm enjoying a quiet night and an ice pack after falling down the stairs near one of the pools. The property is very much under construction and most of the outside walkways and stairs are completely, recklessly unlighted. In my opinion no one should be staying on the "heavenly" side. If you are coming please reconsider or stay on the family side of the complex. If you're elderly or infirm this is not the place to be. Perhaps In a year this hotel will be great. For now......

  • Stayed: December 2013, travelled as a couple
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10  Thank Libbydoo
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 reviewResponded 5 December 2013

Dear Libbydoo! Thank you for bringing this matter to our attention. We appologize for any inconvenience it may have caused you. We passed on your comments to our management team to take the corrective measure to prevent this event from happening, as our guests security is one of our major priority. Nevertheless, we are happy to know that you are getting the rock star follow up you deserve.
-ALL IS ONE-

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 December 2013

The property is under construction and we were informed that it had been completed. NO relaxing place to be; dirt and debris in all areas of resort. Staff were out of control trying to deal with customers and were just moving you to another location in an attempt to get rid of you until the crowds deminished. Many evenings reception with 4-6 people were 15 deep and HOURS of wait time

  • Stayed: November 2013, travelled on business
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Review collected in partnership with Hard Rock Hotels & Casinos
9  Thank CHIEFFIN
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 December 2013

Been to Aventura Spa in Cancun several times before and loved it - this time not so much - there are enough negative comments on this site for all the construction issues and management’s decision NOT to share with members - Very disappointing !!!
However in middle of this a special Thanks & shoutout goes to the Front Desk Manager "SANTIAGO" - he gets all the kudos for listening to our problems and making it work for us. You are my HERO!! & to all others that helped us make it thru the week to keep things in perspective ..Thanks...I understand the transition period and hope that when this is complete Aventura or now HARD ROCK will be the place that Rocks. Looking forward to come back once the renovation is ALL completed..

Room Tip: Rooms facing hte ocean are the best
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  • Stayed: November 2013, travelled as a couple
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2  Thank smita p
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 reviewResponded 16 December 2013

Hi smita p! Thanks for you comments as it lets us address your concerns! We are sorry for any inconvenience you may have experience over our rebranding. We are working very hard through all these changes to provide a true Rock Star experience. The resort is now progressing very well and almost completed. Be sure we will let Santiago know he Rocked and rolled out the red carpet an extra mile to meet your expectations. We are glad to here that you will come back to our stage and show the real rock star you are. Please allow me to follow through with a private message to assist you personally!
-LOVE ALL SERVE ALL-

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 December 2013

We just returned... nov 27-dec 2nd... BOTTOM LINE- a cluster F----. emailed at least 5 ppl 3 days before going because we heard it was not ready and got answers all over the place... no one knew anything.

1- they never told us the place was not ready

2- got to Hard Rock Heaven - NO ROOMS. of the 5 buildings, only 1 1/2 were partially ready.. rest are under total construction. finally got a room after 6 hrs waiting on other side-

3- construction was going on a 8am... so be ready not to sleep in.

4- Workers are great- as always.. not their fault.

5- Management just listened and said- sorry, but not going to do anything for your trouble.

1st and last time to Hard Rock. Been to Palace resorts for 12 yrs- no comparison

  • Stayed: November 2013, travelled as a couple
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9  Thank CSouthvb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Heaven at the Hard Rock Hotel Riviera Maya

Address: Calle Carretera Federal 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 On the Beach Hotel in Puerto Aventuras
#1 Top resorts Hotel in Puerto Aventuras
#1 Luxury Hotel in Puerto Aventuras
#2 Spa Hotel in Puerto Aventuras
#4 Family Hotel in Puerto Aventuras
#8 Business Hotel in Puerto Aventuras
#9 Romantic Hotel in Puerto Aventuras
Price Range: £282 - £636 (Based on Average Rates for a Standard Room)
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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