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“Great Resort, Wonderful Trip”

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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
Charlotte, North Carolina
Level 6 Contributor
69 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 98 helpful votes
“Great Resort, Wonderful Trip”
Reviewed 23 July 2009

We stayed at ASP from 7 to 14 July 09. This was our first visit to ASP after two trips to Sun Palace (and a 3rd when we left here). It would be almost impossible to write this review just on ASP since you have access to both so ACP will also be covered some. Before I get in to specifics, a word of warning about travel. Avoid US Airways if possible! They cancelled 4 flights on us (3 down, 1 back), changed departure times once and never notified us of any of the changes. The plane broke down sitting at the gate on the way back (power generator, no A/C for anybody already on board until ground power was provided). Helpful customer service is almost non-existent and the flight crew on the return flight was down right rude to passengers.

Rant over. Except for the US Airways part, this was a great trip, starting at the airport. Took about 47 minutes to get through immigration, collect our luggage, go through customs, use the facilities and get out of the airport. No ladies handing out the Cancun Tips book and maps this time but there are racks of both on either side of the exit doors. We used the Palace Resorts provided transportation from Traffic. They are easy to find – right outside the exit doors to the right in red shirts. Guess it was because no one else was going to ASP, they put us in a Grey Line car (Toyota Camry) and off we went. Drive took about an hour. Less than 2.5 hours after they opened the door of the plane we were in our room and had all our tours scheduled. The usual champagne, flower and cold scented towel at check in.

We were in the Clarin building, 3rd floor, room 3527. Nice view from the balcony which had a small table, two chairs and a hammock. Unfortunately our side of the building had afternoon direct sun and since we were usually on a tour or out and about in the morning and in the room in the late afternoon the hammock didn’t get much use. Real comfortable the little I was in it.

Occupancy when we checked in was around 30% and might have gone up to around 60% or so over the weekend. Occupancy on the south / family side (ACP) looked to be even lower. Even at that, what used to be the north side (now ASP) is no longer really the “quite” side. The entertainment staff has speakers set up around the pool and swim-up bar area and they try to get people to participate in their activities throughout the day. Even with the low occupancy the ASP pool area was always busy in the afternoons, if not actually crowded, but the lagoon was quite and not too many people most of the time.

All of the shows and night time entertainment were on the ACP side of the resort. Highly recommend the magic show and the samba show. Between the lobby to lobby bus, the golf carts and walking it was not much problem getting from one side to the other. We walked from side to side in front of the convention center, along the lagoon area and between the buildings. They had a temporary fence set up between the two sides around the plaza area and the lagoons but the gate was always open when we used it. Only saw security there a couple times. This might have been due to the low occupancy. Didn’t see any families on the adult side while we were there, except for Mexicana night on the plaza, and there were lots of kids from stroller age to early teenager around the south pools, in the ACP restaurants and at the shows. Can see where if they don’t change things and as occupancy increases there could be some issues but there were no problems during our trip.

If you are taking a cart or the bus (and it isn’t crowded) between the lobbies around 5 or 6 PM, ask the driver to take you by the monkeys. A colony that used to live in the jungle in front of the convention center before the last hurricane started coming back a few months ago. It was interesting to see them swinging through the trees and every once in a while one will run across the road. They said a black jaguar had been seen around there also.

While we were there the cross current pool at ASP and Ventana’s and the Q Bar at ACP were all closed for remodeling. Ventana’s menu was available at Mundaca but it was not offered to us when we went.

Food and service were adequate to exceptional, ate at all the restaurants that were open at least once. Breakfast buffet at MoMo No Hana’s and lunch buffet at El Greco were both good. Both had lots of choices, fresh food and good service. The snack bar around the pool was alright; some days they had a grill set up, some days they did not. Best food and best service would have to be between MoMo No Hana’s and La Hacienda although MoMo’s would be the only ASP / ACP restaurant I would put in the same category as Sun Palace in regards to service. Worst meal we ever had in Mexico, on or off resort, has to go to Mundaca. Neither my wife nor I could even eat more than a couple bites of our steaks and I’ll usually eat almost anything. They brought 3 different meals to a little girl sitting next to us before she would eat. Other people said they enjoyed it. Service at La Trattoria started off very good then a party of 12 or 14 came in about the time we got our entrees and after that we had no more beverage service and it took almost half an hour from ordering our dessert to it getting to the table. Room service had a bigger menu, both regular and late night, than our last Palace visit and delivery only took about half an hour. Not bad considering the distance it had to travel. Drinks were good and plentiful. Stop by the Cove lobby bar at night and see Alvaro, he makes some great shots!

The spa was great. Had never done that before but the hydrotherapy, massage, manicure and pedicure were very relaxing. The wife had a seaweed wrap and new age facial the day before and enjoyed both. Highly recommend the spa at least once, just for the experience if nothing else.

We also did a few tours. Coba was OK even if it did rain the whole time we were there. The Tulum Express was very good but I would probably do the Tulum / Xpu-Ha all day tour if we go back. Expect a stop for shopping on both. If you get in to logistics, Food Network or things like that – do the kitchen tour. Very informative, behind the scenes look at how everything works, how the food is handled and prepared, the staff you never see but who keep the place running, house keeping, sanitation, etc. It’s about an hour and a half on Tuesday’s and Friday’s. Well worth the time.

Overall ASP is a really nice resort but a few too many steps and a little too much walking for my bad knees. I did miss a sandy beach but liked being able to swim in the sea water lagoon without getting pounded by the Cancun waves. There are other places we want to go but we’ll be back to Aventura on one of our trips!

  • Stayed July 2009, travelled as a couple
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Helpful?
7 Thank mnkclt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Arlington, VA
Level 3 Contributor
11 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 17 July 2009

This resort is amazing. It was highly recommended to us by several friends. The service was outstanding, food was very good, and room was extremely comfortable. We booked a concierge level room and it was worth the extra money. The resort was probably at 20-30% capacity during our stay, which was probably due to the economy, season, and people still cautious because of swine flu.

Favorite restaurant was the Asian one. Food was outstanding and we ate there 3x nights. If you go there, request Hector. He might be the best server we have ever had. A close second was the Italian one. Food there was very good. Our least favorite was actually the Mexican. We are used to Mexican food in the U.S. and I suppose the seasonings are just different. The fresh guacamole, salsa, and pico are outstanding, but fajitas, enchiladas, etc. are so-so. For breakfast, I'd recommend the steak place or Asian place. For lunch, we ate bar food 99% of the time (nachos, sandwiches, burgers, pizza) and one day we ate at the Greek place (very good as well). Keep in mind...these are not your five-star restaurant that are found in America, but the service is excellent and they sure try hard to make sure you have a great time. The managers always come by to check on you as well.

We did the Dolphin excursion at Puerta Aventura and it was very special. It felt like a once in a lifetime experience. We also did Tulum, which was beautiful, but it was very hot (90+ with humidity). After Tulum you go to Xpu-Ha (another Palace Resort), which is nice and has a beach, but it makes you miss Aventura Spa Palace. I'll leave it at that. :-)

Our room was beautiful and comfortable. At concierge level they also provide you with aromatherapy, which was a nice touch. The two person jacuzzi has plenty of room and was very nice. The bathroom is rather small, but it did not bother us. We had a fully stocked fridge at all times along with the liquor cabinet.

The lagoon is beautiful and I recommend snorkeling and/or kayaking. The fish swim right up to you. The pool is huge and the swim up bar is great. We never had to worry about waiting for a drink as well. The service around the pool/bar is top notch. Our favorite server around the lagoon area was Serapio. He always says "Its my pleasure, cheers." Love that guy!

The resort itself is huge. We obviously stayed on the adult side, but ventured to the family side a couple times. No complaints, but glad the kids could not come over to our end.

The entertainment was great during the day. They really look to be having a great time. At night we saw the magic show, fire show, and Brazilian drum show. All of which were fantastic.

We did two Spa Treatments. The spa is gorgeous and I'd recommend do the hydrotherapy room prior to your appointment.

One week at this resort is perfect. You do start to get tired of the food. I say that because after awhile there is only so much food/alcohol you can put in your body before it starts to take a toll on you. The water there is purified so we never got Montezuma's Revenge...they also have plenty of bottled water.

This was our first time leaving the country and Mexico provided great value and service for the amount we paid. At the resort they never ask or hint at wanting a tip though it is a nice thing to do at some point to your favorite staff. No clue how much they make, but they do one heck of a job to make sure the guests are happy there.

  • Stayed June 2009, travelled as a couple
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Helpful?
4 Thank jjknights
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Austin TX
Level 3 Contributor
16 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 7 July 2009

The resort is fantastic with friendly staff, and pretty good food. The best part about staying at a Palace Resort is that you can grab a taxi or if you get up early enough a hotel shuttle to any one of the other Palace Resorts in the area. You get full access to all amienities at all Palace Resorts. Be sure to spend a day at Xpu-Ha palace where you can snorkel in an estuary with manatees.

  • Stayed August 2008, travelled as a couple
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Helpful?
3 Thank 88JeepYJ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mont., AL
1 review
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 6 July 2009

Too much to list so I will start by saying the place is more than one can imagine. Unless your used to drinking from silver cups and eating from gold spoons. This resort has blown away anything I have ever seen or experienced and that includes Sandals.

Resort: HUGE! CLEAN! Very very nice from the immaculate landscaping to the beautifully clean buildings to the crystal clear pool water. Everything was perfect ALL THE TIME!

Staff: Always around to help out. Guest services desks everywhere to help with questions. Never once did I have a question that did not get answered. Not one complaint other than the language barrior. Very little English spoken but enough to understand what you need. Not one of the people I talked to working there had ever been to the U.S. so English is not one of their languages.

Rooms: Nice rooms. They are a little old but taken care of and clean. Not one bug found. Shower was HUGE! Jacuzzi is all that it's cracked up to be. King size bed that was very comfy. Room is cleaned 3 times a day. Fridge is stocked daily and the bar too. Not much to the room bar but it's there if you need it. Of course 24 hour room service helps bring drinks too. :-) Only one complaint that I have about the room is the A/C. Just not cold enough. It was cool and we didn't sweat but we also only slept under sheets or it would have been hot. We called and they checked it out but it still was not COLD. We had to keep the shades on the window shut most of the day. It could have been that we were on the 3rd floor which is the top and the heat was causing our room to be that way because others that were there with us on lower floors did not have the same issue. MIght have just been that room. And they asked us if we wanted to change and we declined.

Food: Food was good. Very good. Not the best in the world but good. Excellent variety too. The pizza place was closed for renovation but the menu was at another restaurant so you still could get the food just in a different place. No complaints on the food. Ordered 2 or 3 entrees each night. All were good.

Drinks: Very good drinks. They DO NOT use top shelf alcohol unless you ask. It is there and looks all pretty sitting behind them but when you ask for a drink they pour from the bottles on the rack below the counter. YOU HAVE TO ASK FOR THE GOOD STUFF! Bars are everywhere and very convenient to get a drink. They realize this is why most are there so it is easily accessible.

Wedding: We did the free or complimentary wedding and just added the video and the cake. It was perfect. Very nice for them to do all that and it be free. The Justice of the Peace was very good and understood exactly what we wanted. We chose to do it on the beach instead of the gazebo. Very nice to be in sand. After all that is why we were there. They served champange in the wedding and we had a nice toast at the end. ONe thing I will mention as nice as it was the sun was almost an issue. Very bright and shining right in our eyes so pictures were hard. We had a canopy that helped but it was bright. WInd blowing the ladies hair was an issue too. Beautiful water in the background, beautiful weather, just a little bright and breezy. But when we watched the video it was all good. My sister is a photographer so I just paid for her to come instead of hiring their person and that worked out great because we had her for later when the sun went down some. The wedding was perfect and my bride could not have been happier.

Spa: Oh MY!!!! Insane how nice the spa is. You must go through the hydro therapy part. You can use the hydrotherapy if you book something at the spa or if your a member. The sauna, then cold shower, then vapor room, then cool shower, then the foot therapy, then the massage, then the jacuzzi, then the cool jacuzzi, then lay out on the chair and take a nap. Just amazing! A must try!!!!!!!

Tours: The dolphin swim is a MUST! Just amazing. It is only a 5 minute ride from the resort and is worth it! Free shuttle there and back. There are several different dolphin tours you can do. We did the encounter and it worked fine. I don't know what the swim was like. The place you go to is like a harbor for the fishing boats and they have this lagoon area that the dolphins are in. We saw a baby that was 4 days old. Kinda cool swimming with her mom. There are shops and restaurants everywhere too for food and drinks. It is a cool spot to just walk around and watch. Worth every penny!!!!!! We also went to Playacar which is in Playa del Carmen. The resort is OK...definitely not ASP but nice. We ate lunch and swam a little before heading into town to shop. There is a area right outside the gates to go shopping. NEVER...I mean NEVER take the first, second, or third price. Example...ring for my bride....started off at $132....got it for $35. It is safe and many Americans walking around shopping. The shuttle only runs at 8:15 and 4:00 so instead of waiting til 4 we just hopped a taxi for $16 back to ASP. About a 20 minute ride. Not bad. We did not go see any of the "ruins" or any other tours. One thing that is nice about Playacar is it has the real beach area with crystal blue water. Very nice to go spend the day at and use the Playacar resort for food, drinks, and bathroom.

SHOWS: The shows are great too. Very talented people. We made the shows everynight and they are good entertainment to lead you into the disco for late night. Shows are good and very well put on. Need to check them out. A couple of times the shows had arts and crafts booths setup by them for you to buy stuff. Same rules apply here...do not take the first, second, or third offer.

Overall: This was a vacation/wedding/honeyoon for us. We had 22 people come with us. It was a little nerve racking getting ready because there is no planning for the wedding. They take it as if there is nothing to it but for a women getting ready to be married that does not go well. But they did GREAT! Dulce was our coordinator and her email skills are not that great but when we arrived and she did her thing it was PERFECT! Not one complaint. She came through like I would have never imagined. We have even watched the video and it is GREAT! Odalys was our booking agent and handled everybody's booking. She was very informative and kept me up to speed on all the issues that came up. She was SUPERB! I mean the experience from booking to arriving back in the U.S. could not have gone any better. Just more than anyone could ask for.

NEGATIVES: 1) The A/C in our room 2) The member presentation. Yes they give you spa money and tour money but it is pressuring and time consuming. Atleast 2 hours. If you want the free money then do it. It is nice to see the resort "behind the scenes". It is not time share....you become a palace member so you have certain benefits each time you come back. That is about it. So if you don't do the member presentation and you get a room with a good A/C....there is nothing to complain about!

  • Stayed June 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank crimson_tide01
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NEW JERSEY
Level 5 Contributor
28 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 125 helpful votes
Reviewed 6 July 2009

Been to Aventura twice the last 2 years, both trips in June. 2008 had an very full hotel, and in 2009 almost empty. My review will be judged by the sum of both, since my biggest surprise and biggest compliment to ASP is that even though the resort was almost empty this year, service wise there was no difference between the two years. All the restaurants and clubs and activities were the same, and I thank Palace resorts for making the low occupancy transparent in that aspect.
My wife and I, late forties guests, go to ASP for the luxury, the liquor selections and the quality of the food. Costs a bit more that other resorts we have been to in Mexico, but it is apparent the money is spent wisely.
Check-in is seemless, everything is explained well, cold towel and champagne in hand. You are assigned to a resort specialist who will give you your options and ask you to go to a welcome breakfast to explain the benefits of becoming a Palace member, which you may or may not do for a bonus of resort monies. Not pushy at all.
Room is not large but a nice setup, with lots of quality amenities, a huge shower and an even huger jacuzzi tub. Beds are comfy with nice pillows, A/C works well, and there is a nice angle to the rooms which insulates you from noisy neighbors.
Food: Breakfast and Lunches are buffet and have a huge selection of items each day. My wife and I actually love the lunches better than the alacarte dinners because of the many choices available, and the quality(shrimp dishes, lamb, steaks, etc etc.)
We have gone to every restaurant in our 2 trips but the california light, only because of personal tastes. All have their own merits, and you will prefer the one which has the food style you prefer most. Our faves are the Mexican(peach margaritas and fajitas) and the Steakhouse(filet and ribeye) All have a level of service that is amazing for an all inclusive.
Pools: clean, crisp and a consistant visit from the pool waiters, well done.
Entertainment: club is fairly entertaining, varies on the amount of peple there, but the dj's are no joke, and the know how to entertain. SHows were better this year. Seems like more outside entertainment and the level was higher. Fire show, and all the dancing shows were better than casino night and some lame attempts to entertain were last year.
You get 30 minutes of free internet and unlimited call to US and Canada(very rare perk), 24 hour room service, and its pretty darn good.
Entire place is huge, but walking around at night is nice, very quiet and safe, and the ocean is always right next to you, or shuttles between lobbies always available.
The spa: anyone who does not use the Spa is missing the best part of this resort. The largest and most professionally run Spa I have ever been to, with an amazing hydrotherapy room. Go to the presentation, get your spa money and enjoy. Or splurge.
I could rattle on all night, but specific questions I am always eager to answer. Both years were just a total delight, could chirp about a few minor things, but too many positves to gripe about small things. The service level here is the greatest perk. Amazingly friendly and professional people surround you here, from the maids to the waiters, to the bartenders, to the store employeees, to the guy who gives you your towel each day at the pool, everyone is just a delight to deal with.
Remember NO beach!! If you need one go to Sun Palace in Cancun, or Playacar Palace in Playa Del Carmen. Enjoy

  • Stayed June 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
9 Thank MAN615
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pennsylvania
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 5 July 2009

The most striking unexpected feature of this resort was the exceptional service and hospitality. I travel once a month and generally expect great service from the wait staff and guest services staff. However, Aventura went above and beyond. Every single person working there - housekeeper, grounds worker, maintenance worker, server, etc - when out of his/her way to smile, verbally acknowledge each guest, and grant every request.

The resort is large and beautiful. The food is above average with lots of variety, the pools are plentiful and very clean, the guest rooms have lots of extra amenities, the coves are full of fish for snorkeling, and the gardens are exquisite. Of course, no real sand beach, but you can hear the ocean waves bounce off the beautiful rocky coastline. It also feels very safe.

The resort maintained full operations with what appeared to be an extremely low occupancy rate during the end June/beginning of July 09. This was an added bonus for a couple looking for a romantic getaway. No lines, no wait for anything, no wait or reservations for any of the restaurants - we ate at all of them.

I have very high expectations when traveling but I can honestly not find anything to complain about at this resort.

I also traveled to the Moon/Sun Palace in Cancun using the "palace pass." Aventura was exceptionally more beautiful, felt safer, and had better hospitality. I was disappointed by the Moon and Sun Palace. Although they have a beach, it is not maintained well at all.

Traveling to and from the resort can be expensive given the distance from Cancun airport (~75 minutes) but its worth the trip to stay there.

  • Stayed July 2009, travelled as a couple
    • Value
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    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Traveler0223
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
illinois
Level 3 Contributor
10 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 29 June 2009

We went for a anniversary trip to celebrate our tenth anniversary. My husband and I had a wonderful time.

The food and drinks were superb. Service was also spectacular throughout the resort. We ate at the Italian restaurant, California and Mexican restaurant. They were all wonderful. What I especially enjoyed (as a wine snob) was being able to order a bottle of wine from a list of 20+ wines from around the world and it being all included. All bars were stocked w/ high end liquor that was served when asked.

The grounds were beautiful and so were the rooms. My ONLY complaint was the hard bed (which is common in Mexico) and the noise of the maid carts on the tile very early in the morning. I was looking forward to sleeping in since I was away from my kids, but no dice. However, all the wonderful things outweighed those little inconveniences.


We were also there on New Year's Eve and the party was spectacular. I was very happy!!

  • Stayed January 2008, travelled as a couple
    • Value
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    • Cleanliness
    • Service
Helpful?
3 Thank mom2blondes
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

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 Luxury 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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