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Hotel overview
Appealing to luxury travelers, spa enthusiasts and families seeking all-inclusive pampering, this sensational resort provides the perfect setting for relaxation and fun in the sun. Located in Puerto Aventuras, guests to the resort enjoy all-inclusive access to upscale restaurants and bars, daily and nightly entertainment and comfortable guestrooms that feature 24-hour room service, nightly turndown service, a flat-screen LCD satellite television, a Hydro Spa tub, Rock Spa bath amenities, bathrobes, slippers and a fully stocked mini-bar complete with sodas, bottled water and domestic beers. The upscale Rock Spa provides a wide variety of splendid services while family-friendly amenities including a themed kids club, Teen Lounge, outdoor family and kid’s pools, snorkeling and kayaking activities ensure unforgettable stays for each and every guest.
870 guestrooms, including Deluxe Gold Rooms, Deluxe Diamond Rooms, Deluxe Family, Deluxe Platinum Sky Terraces, Deluxe Platinum Sky Terrace 2 Bedroom, Rock Suite Platinum 2 Bedroom, Rock Suite Platinum Rooftop Lounge 2 Bedroom, and Rock Star Suite.
Location
Riviera Maya - BeachProperty information
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Hotel details
Hotel advisories
General policies & fine print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
A maximum of two pets are allowed per room. The hotel is not responsible for providing food for pets due to each pet's particular diet/eating habits. The pet friendly program allows for each pet to be a maximum weight of 48.5lbs and a height of 15.7in. The program requires a fee of 150USD plus tax per pet, per stay. The hotel will not provide kennels or crates.
Ratings & reviews
TripAdvisor traveler rating
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Nov 28, 2023Great Butler Service
Carlos and Omar were great butler’s. Our son had homework that needed to be done during our time on the resort. We were able to email them a file of about 16 pages of homework that they printed out for us and brought to our room, and even brought us scissors and Elmer’s glue that we needed for one of the homework assignments. Our room was awesome. Grand Sky Terrace. We had a nice big roof area to hang out that had canopy. It rained some while we were there and it was nice to be able to sit on the roof and smoke a cigar while it rained. Food was good, drinks were good, service was good, and it wasn’t too crowded while we were there.
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Nov 28, 2023
Omar and Gabriel made our stay memorable.
Hard Rock Riviera Maya was fantastic. We spent 16 nights there. Our Butlers Omar and Gabriel were absolutely perfect. Very professional and personable. They made our visit memorable. The resort was in great shape. We stayed on the Heaven side Building 2 Presidential suite. We spent the first week mostly on the Hacienda side because we had family with us. Great time, we spent the second week mostly on the Heaven side since there were only 4 of us and no kids. Both sides were a blast. If you are planning to stay at this resort, which we highly recommend upgrading to personal assistants and requesting Omar and Gabriel. An excellent team of professionals who will make your stay memorable.
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Nov 28, 2023
Family of four had a wonderful time at the Hard Rock Rivieria Maya!
We loved our 4-night stay at the Hard Rock Riviera Maya. I was worried because of some of the reviews, but we had a wonderful time and want to go back. We are a family of 2 adults and 2 kids, ages 12 and 13. We had a 2 bedroom sky terrace in building 8. The location was excellent for enjoying the pools and restaurants. The rooms themselves were fine with us. I agree that the rooms were a bit small, but we didn't mind. We loved the hammocks and the terrace. For the first 2 days our jacuzzi tub on the terrace did not work- the water wouldn't turn on. However, maintenance was very responsive and they worked on it for quite a long time and came back a couple of times with different parts, and we were able to enjoy it for the last 2 days. Our fridge was stocked with drinks and housekeeping came daily. We did not have to call or anything like others have mentioned. My daughter unfortunately vomited on the bed during our stay late one evening, and when I called for them to change the bedding they showed up almost immediately and were so understanding and accommodating. They actually cleaned/sanitized the entire room, not just the bedding. I found all of the staff to be very nice and it's obvious how hard they work. We mainly used the pool in the red Hacienda location, and it was peaceful and relaxing. My daughter loved the slide. We did not have a problem finding a spot and we went at different times each day, usually after 10 AM. My favorite time was in the late afternoon. The staff were excellent. We loved the swim up bar, and the drinks were fine. We enjoyed the snacks by the pool. We also visited the pool on the Azul side, and it was smaller but also nice. We also loved the enclosed beach. I read some complaints, but it worked out really well for swimming- it was actually pretty deep in some sections. My kids and husband loved the snorkeling, which was no extra charge. We saw a lot of really cool fish! We did not end up going to any of the restaurants besides the buffet. We went to the Market Buffet, the pool side snack bars, and the ice cream/coffee/sandwich place. We liked all of them, especially the Mexican food at the buffet. The reason that we did not go to any of the restaurants was due to making it easy with the kids so they would have a variety to choose from. My husband and I only really wanted to eat Mexican food, and they have plenty of good Mexican food at the buffet. One of our kids is autistic, and had trouble with the noise/level of the music in the Market one night and they actually turned it down for us, which was very kind. My 13-year old ordered room service a couple of times, and although I can't speak to the quality because they only got burgers :-). They were fast and it looked decent. I got a soup the night we arrived from room service and it was very nice. I went to the coffee shop daily and it was great. They do have soy milk, coconut milk, and almond milk if needed. We did not buy anything in any of the stores. Sure, it's overpriced, what can you expect at a hotel? I do recommend if you are not from a sunny place, bring your sunglasses. We forgot, and wished we had. We could not find any for less than $50 USD in the shop so we just dealt with it. Also bring your own sunscreen from home. A highlight of the trip was the Music Lab with Deemian. He spent 2-hours with us, and we did a family jam session with bass guitar, drums, keyboard, and vocals. My 13-year old LOVED it. It was way more than I expected, very personalized, and Deemian showed so much care for the session. He clearly wanted to make sure that it was a great experience. He really encouraged my 13-year old, who is a gifted musician, to go forward with his goals in music. Deemian understood how to teach everyone at the level that they needed to get us to the point where we were making music. We loved it and are so appreciative of the session! I was blown away that we were given this opportunity and it did not cost extra at all. One of the reasons that I chose this resort is because it said they have a music lab, and my 13-year old has had a really rough year and music is one of the few things that they enjoy. I wasn't sure what to expect, and it was a very special experience for our family. The grounds are nice, and we walked through a sort of jungle area to look for animals, and saw some cool birds and iguanas. We did not see the monkeys. We did not do any off site excursions. The only part I didn't really like was when we arrived, we of course had to sit down with someone and listen to their pitch to try to get us to attend the time share breakfast. We just gave a firm no, and they didn't bother us again. It was just a bit frustrating, because after traveling since 4 AM, we really just wanted to get to our room and relax. I've stayed at another resort where they harassed us every time we walked through the lobby, so this wasn't bad at all. In summary, it was perfect for our family and just what we needed. We were there Thanksgiving week, so it was totally packed, and we did not feel that service was lacking in any way. We do plan to return!
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Nov 28, 2023Average Hotel for family
I think this is just an average resort (and I can tell because I’ve been to multiple resorts including hard rock Cancun). This resort is mainly for families as it was full of kids. Also, the service and restaurants are basic with long waitlist, I encounter more than 2h wait time for Ciao Restaurant and Frida was fully booked the same day. Shows are also very basic.
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Nov 28, 2023
Best Experience
We have Jim and Erika as butlers and they made our stay very smooth, they took care of everything we needed it, they went beyond their duty to make sure we had a perfect vacation. they scheduled all our dinners, reserved our place by the swimming pool Jeff and Yolanda