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, unlimited snacks, 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.
Ratings & reviews
TripAdvisor traveler rating
14243 reviews
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May 25, 2020Hotel does not honor 1-night deposit refunds
I made a reservation with this hotel through their United States call center. I booked a 7 night stay and was told by the call center agent that my reservation was fully refundable as long as I cancelled prior to 14 days before the arrival/check-in date. I booked on February 17th, 2020. We then decided we wanted to travel on a different date and book a different room type, so I proceeded to cancel my reservation on February 23rd, 2020 (5 months before the check-in date, which was 07/25/2020). To this date, I have not received a refund for the 1-night deposit of 539.70$ which was required to book the reservation. I have called the U.S call center and the property itself no less than 15 times. The first few calls I just went through a useless loop between them. On my last call 2 weeks ago, they told me that a case needed to be open (which I guess was not necessary during any of my previous calls). I tried disputing the charge through my credit card company, then the hotel sent them their no show policy (no show? really?), and their cancellation policy, which I found very ambiguous but then again, it should not matter based on what I was told over the phone. I have read the many glowing reviews for this property, but based on this terrible experience, I will find it impossible to book confidently at any of the Hard Rock Hotel properties worldwide.
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May 03, 2020
Refund Problems with Hard Rock Riviera Maya
It is unfortunate that I have to write this review. We booked a family vacation for March 15-22, 2020. Due to the Covid-19 issue, we had to cancel our reservation. We cancelled just before 24 hours prior to our scheduled arrival date so we had to pay for 2 nights cancellation fee, which we fully expected. The refund was supposed to take 15 days. I was then told at the 15 day mark that the refund would take 30-45 days due to the Covid-19 issue. I was not happy with this response but I fully understand that the hotel was probably dealing with an large number of cancellations for the same reason, therefore the longer delay. If has now been over 50 days. I contacted the hotel on April 23 2020 and the Customer Care Supervisor indicated that she would get back to me with an answer.I am still waiting for a response. I left another message last week for her, but I haven’t received the refund or a response. We are now out a total of USD$5,000 of which USD$3,165 was due to be refunded to my credit card. This is not the first problem we had with this hotel. When we booked the reservation (Black Friday deal) the hotel lost our original reservation and we had to re-book for more money, once they admitted their mistake.(which took over 7 days of back and forth phone calls and emails). At that time, I asked to speak directly with the General Manager of the hotel to discuss this issue but they ignored my request. It is a shame that this has been such a difficult process. The reviews of this hotel are usually outstanding. This experience makes it very difficult to re-book with the hotel. I am now asking for Mr. Jan Hundrieser, the General Manager of the Hard Rock Riviera Maya to please contact me to discuss this issue and ensure that the refund has been processed
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May 02, 2020Amazing!
Hard Rock Hotel Riviera Maya, where do I start. Such a large resort. In fact, it is a resort with two (Hard Rock) hotels, one (Hacienda) accesible for all guests and one (Heaven) for adults only. Each hotel has its own check in, its own restaurants, its own pools, … but adults who stay in Hacienda can easily enjoy all the amenities and restaurants in Heaven. There is also a golf cart shuttle between the two hotels. We stayed at the Hacienda and had a really great time. From the lobby to the rooms, everything is large in this hotel. There are many shops, among which two Rock Shops. The Market is open for all meals (breakfast, lunch and dinner) and is a buffet restaurant. The choice is enormous, the food is very tasteful and the staff is extremely friendly. For dinner you can also choose from different theme restaurants (Mexican, French, Brazilian, Azian, …). If you want to skip the line make sure you’ve made a reservation prior to your arrival. Reservations can be made at the reservation desk in front of the check in. This is a very relaxing and child friendly resort (with a kids club) built in a typical Mexican style, warm and cozy. There are many pools and many loungers so you don’t have to hurry in the morning to get a good spot. There is Valet Parking, free of charge. But it is obvious that every happy customer tips the Valet for their service. Last but not least, the room. Our room was like the building in a typical Mexican style, warm and cozy and was every day well cleaned. We stayed in a ‘duplex’ room with an upstairs terras with jaccuzzi. Very nice, but we’ve never used it. The hotel has so many amenities that we preferred to spend our time outside our room. I would recommend this hotel to everybody and especially to families. The hotel is about a one hour drive from the airport and is very easy to find. It sits along the same road that goes/comes directly to/from the airport, Hwy 307.
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Apr 18, 2020
Excellent Group Trip
We are an International Beauty Pageant based on the east coast of the US and this trip was part of the prize package for our winners. We were a group of 40 and traveled there the last week in February, 2020. Since we were a large group, we had a hotel host, Pam, that helped with every aspect of the hotel stay. Pam was outstanding!!! We take this trip every year, to various locations, and this was by far the absolute best customer service we ever had. Pam took care of every need we had, right away and always with a smile. The front desk staff checking us all in was prompt, friendly and took care of every need we had without question. The hotel property is beautiful! Rooms were very nice sized with plenty of amenities. My co-director and I had a suite, which was huge and faced the beach. Food at all of the restaurants, the little stands (pizza at the pool on the Hacienda side was the best!) and bars was excellent. Drinks were top shelf too. We particularly enjoyed that the hotel has an adult side and a family side, Our group included children as young as 1 year old and so the families had lots of fun things to do and then there was a fabulous night life on the adult side of the resort. Also, the nightly shows on the Hacienda side were very professional and highly entertaining for all ages. Literally the best of both worlds. The pools were all clean, plenty of chairs and wait service was outstanding. Same goes for the beach area. The beach is actually a lagoon style and was perfect for our younger ones. We actually got facials right at the pool one day, all included in what we paid. So many amenities were included! This truly was an "all-inclusive" resort. I just can't say enough about the entire experience. We will absolutely be back! Our pageant system has found it's tropical home!
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Apr 15, 2020Family and friends - great trip
We traveled to HR right before the COVID-19 pandemic was widely making its presence in Canada. Had our departure date been a few days later we would have cancelled our trip. We flew Westjet vacations and started having fun in flight with 8 adults and 8 children. The plane was 3/4 full. We found our bus at the airport and enjoyed the one hour commune to HR. We were the second stop. The bus driver let us play our own music and we entertained everyone aboard. Upon arrival, our check in was quick. Our rooms were all on second floor. We faced the “jungle” boot camp area and saw some amazing animals. The rest of our group faced the open area between buildings. We saw monkeys daily outside our room-they aren’t afraid of people; so be mindful they are there. The boot camp course is neat, great for athletes or kids to climb around and find some shade. We would have loved to spend more time here but didn’t want to touch anything with COVID scares. We heard the borders may close and thought we had to leave a few days into our trip. We quickly booked the girls to get their hair braided; thank you to the spa staff for getting the four girls in so quickly! We did the Wrecktangle, made me nervous being there with germs and also if someone was to get hurt the thought of a hospital was out of the question. Kids loved the ninja course, was really hot so go when it opens. The inside trampoline park and bike/scooter area was a lot of fun as well. The place is huge and parents can even work upstairs in the office area. Great food here too. The pools were great. Again, they were only at 30% occupancy (we were told) so we didn’t have to fight for chairs. Weather was great each day. The kids went to the kids club a few time’s, staff were friendly and place was very clean; sanitizer everywhere. They helped make a surprise birthday card for one of the moms on the trip too- thank you. We planned a 40th birthday party one evening at The steak restaurant (I had salmon, was fantastic!). The steak restaurant is on the adult side but families were allowed at this restaurant. The staff decorated our tables with the birthday supplies I brought, was such a fun night. Thank you again! Food all in all was good. We were disappointed with lack of places to eat though with a family. Many places don’t allow kids. We don’t usually eat buffet and had to a few nights as Mexican was always booked and Italian we couldn’t enjoy with kids. The Japanese restaurant was a lot of fun and great food. Kids loved it and were very entertained. Keep in mind they also closed some restaurants as occupancy was low to conserve. Drinks were good, and Alberto at the pool was our hero! This man was incredibly busy and took such great care of all of us adults and kids included. Thank you Alberto!! We hope you and your family are okay during this time. Yes, their were seagulls near the pool- cover your plates or put them away and they won’t bother you. Bathrooms at the pool and inside the resort were very clean. Tidiest I’ve ever seen at a resort. Our rooms were nice, they are on the smaller side, but again, all we did was sleep in there. Very Comfy beds!! If you are a runner, there is a course around both adult and family side. You run by the horse stables, ocean, convention centre- you see it all. Convention centre is full of neat music memorabilia, take a walk through if you can. The lobby bar has a Mixologist. We had some of the best drinks in here. Kids played pool, listened to music, enjoyed kids club right outside (evening show). Shows for adults/families at 9 pm were amazing ! Be sure to take these in if you can. The water park is great, some of slides are great for adults and kids. No adult drinks over here, so bring your own. There’s a food truck with burgers, etc- Golfing- the men enjoyed the course, had a great time. They left around 7:30 am and didn’t return to resort until 2 pm. Took a bit longer than they expected but they had no complaints. All in all, our group had no complaints aside from lack of restaurants families can enjoy and were open. I know if we return our experience will be different. The place will be extremely busy and will feel different. I thank the HR team for the extra measures they took with sanitizers, buffet where you couldn’t serve yourself, etc while this pandemic was becoming a reality to us all. We all came home healthy and hope you all stay safe and well during this time.