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“plaza resorts going down hill”

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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
Tennessee
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“plaza resorts going down hill”
Reviewed 22 October 2009

I stayed at Moon Palace two years ago and would rate 5 stars. This time in Aventura we were very disappointed. Food not as good, service not as good, and they only make excuses when presented with a problem not solutions. We had problems with loud noises during the night, room not cleaned, could not get in room on two occasions because of lock. On two occasions in one of their resturants we received bad service. Other issues involving billing too involved to explain. Did not honor free tour promised on web site. On our last day we had several problems that took time talking with staff and missed the show which we were looking forward to. Oh, the shows are good. I will not go back.

  • Stayed October 2009, travelled as a couple
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Helpful?
3 Thank albertdog
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
Barto, Pennsylvania
Level Contributor
31 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
Reviewed 21 October 2009

We returned from our trip on October 11 after spending a week in bright sunshine. I had read up on all the posts on TripAdvisor and it really helped make our trip smoother. Our trip was booked through RCI. I was traveling with my husband, son and daughter-in-law.

Traveling in October has its pluses. The resort was only at 40% occupancy during our stay but was going to fill up after we left. We had our pick of chairs by the pool. The restaurants were never crowded. It was easy to get a drink. I'll break down our thoughts separately:

Airport: We had our customs forms filled out on the plane but upon entry to the airport we were handed another form to be filled out about a new strain of flu. This form was gathered separately from the customs forms. Customs was relatively painless to get through, just took a little time. Upon existing the airport make sure you walk fast and straight past all the people trying to "help you." Palace resorts uses a company called Traffix which waits outside the airport by the shuttles. They have men in red shirts with khaki pants holding up a Palace Resort sign. There are a lot of shuttle companies waiting outside the airport. We were quickly put into a van with another couple. The trip from the airport took and hour.

Check-in: Upon arriving in the porte cochere they take your luggage and hand you a washcloth. In the lobby while checking in they give you a nice cold alcoholic drink (not sure what it was but if tasted wonderful and a flower for the ladies). We were immediately taken to our rooms.

Room: A bottle of wine was waiting along with some fruit. There were slippers next to the bed and robes in the closet. The bathroom had a larger size shower stall with a sink outside the bathroom with mirrors. The closet held extra hangers and the safe. Rooms are actually bigger than they look on photos. We did have a view of the ocean.

Food: We ordered room service and it arrived very timely. We also got more food then we planned on. We visited each of the 7 restaurants for dinner and some were better than others. It is not that the food is bad, it is made very fancy as opposed to the informal lunch and breakfast buffets. Three of the restaurants require that men wear pants (no shorts) but I noticed men wore pants everynight and never saw anyone dining in shorts at night. During lunch and breakfast anything goes. We enjoyed La Hacienda's homemade guacamole which they make at your table. You can also request they make salsa too. My husband also had Mayan Coffee. If you like coffee, order it just to see the production.

Entertainment: Every night there was a different show on the Cove side. We went to every show. During the day they list an activity schedule for the pool so you can decide what you want to participate in ranging from trivia, exercise to contests.

Facilities: We went to the gym and were always greeted and given a fresh towel and bottles of water. The gym was very clean and they have classes going most of the morning and afternoon.

Excursions: There were 7 included excursions. We chose to see Tulum and go on the zipline. The Tulum trip included a stop at a gift shop (tedious) and then lunch at Xpu-Ha Palace. It was nice to see the other Palace resort for a comparison. It was a lot smaller with a windy pool. Their beach had a lot of coral and rocks. It had only two restaurants which were side-by-side and all the rooms were kind of like treehouses. Their occupancy was 25 people. The zipline adventure was a lot of fun. It took an hour to get there because it is near the airport and then 40 minutes to actually run through the lines. There are also two bridges to cross which were a little challenging. There was also an option to hang upsidedown which we did since the lines were very secure and it was fun. If you get a chance to zipline, do it.

We also scheduled a trip to go 4-wheeling and snorkeling which we paid for through guest services before the trip. Transportation was not included but a shuttle picked us up. It took us to Punta Venado. This facility also had horseback riding. Everyone that did horseback riding was wiped out from the heat (90 degrees, 80% humidity). 4-wheeling was a blast. They rode faster than I thought with a large group of people. Then was stopped at a cave and then a cenote for a quick swim. After that they stopped at a beach which was very deserted. My husband and I were left there since we were the only ones that scheduled snorkeling and then another guide came along and gave us a private snorkle tour of the reef. After that it was on to the beach club for fresh fruit and soft drinks. I would also recommend this trip. It was a lot of fun.

We would definitely go back. I miss being pampered. The bartenders and waiters would come up to your beach chair and get your drink order. The waiters would carry your plate back from the buffet line. It was a very memorable trip.

  • Stayed October 2009, travelled as a couple
    • Value
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Helpful?
9 Thank shelby101999
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dallas, TX
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 19 October 2009

This was my second time to Aventura Spa and Resort and have already booked another trip there! The spa treatments are the best! The all inclusive is more than expected. I suppose I wish that I could have a beach and swim in the water...but I would easily trade that in for all the this resort has to offer. Please do not stay anywhere else in Cancun, you would be deeply disappointed.

  • Stayed October 2008, travelled as a couple
    • Value
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Helpful?
1 Thank GypsyMoon_9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 18 October 2009

We have been to Aventura Spa Palace several times. We love the relaxing atmosphere, the spa, the food, really everything. The resort is large enough to offer a lot, but not so large that it takes forever to get from one side th another, and they offer cart transportation if needed. Best tips: get to know the bartenders and waiters by name and don't be afraid to ask for something off the menu if they clearly have the ingredients.

Stayed November 2008, travelled as a couple
Helpful?
3 Thank JenS4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Torino, Italia
Level Contributor
13 reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 17 October 2009

The best vacation i have ever had in my life!!! Great place, lovely staff!!!
I will come back as soon as i can!
Thanks to everybody!!!
Lots of love

  • Stayed September 2009, travelled as a couple
    • Value
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Helpful?
2 Thank Emanuela F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cheshire, England
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 15 October 2009

I have just returned from my honeymoon at the AS. I also spent one week in the Moon palace but this was my favourite out of the two. There were very few english here - mostly Americans but it was nice to be of the minority for a change. here we go then... We travelled with thomas Cook from manchester. Premium class was brilliant going - speedy checkin, fab air stewards and cases off quickly. We had a wait at the airport before leaving for the hotel as there were 2 guests missing. We had a slight problem with check in as they had no booking for us, but i think it was a genuine error. they sent us off for some drinks and food and withing 15minutes our room was ready. Golf buggy took us over. the honeymoon fruit and sparkling wine wasnt in the room on arrival but while we were having dinner that night it was put in along with flower petals round the bath. Room - lovely, brill jacuzzi, mini bar filled daily, optics great, clean and tidy and maid was brill. turn down service did come quite ealry but if you asked them to come back they did so about 8-9(Moon palace didn't bother!)
Food - buffet breakfast - omlette bar, pancakes, waffles, toast, smoothies, eggs etc etc - plenty of choice...sausagesd more like hot dogs than english sausage LOL
Lunch - Buffet or pool snack bar again plenty of choice and for the week we were there the buffet was very varied!
Evening meals - where to start...we had a Fantastic honeymoon meal in the mexican - the steak was amazing and we even met the chef as he came to say thanks for the compliments. The steak house and italian were also wonderful and i wish i had stayed for 2 weeks to go to them all twice. Oriental was lovely too - lots of choice. We never tried the Californian or the seafood as we went to the steak house again, had room service and also another Mexican. the service in all the restaurants was the class of a nice restuarant at home - they make you feel special and are very very polite. nothing is too much trouble.
The Animacion Team are great - they are there to give you a good time, you don't have to join in!! lots of activites to choose from and again more than at the Moon palace.
Ok the beach - there isn't a sandy beach with waves, but the lagoons are lovely - lots of fish that come in from the ocean. Highly recommend the one hour snorkel trip with the guys from the animacion team.

There was a gym but hey i was on holiday :), i never visited the spa and i never did any of the tennis or climbing etc.
We took a taxi to Playe del carmen which is like the Riviera Maya equivalent of Cancun, $16 or thereabouts each way so not bad. Recommend the bus from the hotel to Playacar palace - you can shop in p.d.carmen and then go back to the hotel for lunch and drinks and the pool. Also has a lovely beach. is about 10-15 minutes away!!

I just cannot understand what people have had to complain about - i actually went being very nervous of this hotel and in reality it was the Moon palace that disappointed after being spoilt for a week here first!!
Would love to return!!

  • Stayed September 2009, travelled as a couple
    • Value
    • Location
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    • Cleanliness
    • Service
Helpful?
4 Thank juliecav
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Youngstown, Ohio
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 14 October 2009

Just got back from Aventura Spa Palace. We have done a number of all-inclusive resort vacations and this was the best by far that we have went to. The service was excellent, the food was great, the accomodations for us were perfect, and the activities were fun. In fact we were having so much fun meeting and talking to new couples at the pool bar that we really didn't need to leave the resort. The resort is very large so at first we were a little intimidated finding our way around, but once we did we found it was easy to find everything and not really that far to walk. Definitely take the snorkling tour in the lagoon before you pay for a tour off of the resort. Everything in the lagoon is the same you will see on any paid for expedition. Even though tipping is included in the package we found that the service we were getting was so excellent that we didn't mind tipping at all (and it was very appreciated by the staff). We will definitely be going back to this resort.

  • Stayed October 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Dana S
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 Top resorts Hotel in Puerto Aventuras
#1 On the Beach 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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