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“Great Family All inclusive” 4 of 5 stars
Review of Hard Rock Hotel Riviera Maya

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Hard Rock Hotel Riviera Maya
4.5 of 5 Resort (All-Inclusive)   |   Km 72, Carretera Cancun-Chetumal, Puerto Aventuras 77710, Mexico (Formerly Aventura Cove Palace)   |  
Hotel website
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Hotel amenities
Special Price
35% OFF + $1,800 CREDIT
Ranked #11 of 15 Hotels in Puerto Aventuras
South Burlington, Vermont
Senior Reviewer
10 reviews 10 reviews
6 hotel reviews
Reviews in 5 cities Reviews in 5 cities
6 helpful votes 6 helpful votes
“Great Family All inclusive”
4 of 5 stars Reviewed March 6, 2013

I read ALL of the reviews before we visited the Aventura Cove Resort and although our travel agent recommended it, I was a little nervous that it wouldn't be all we hoped for. However we were not disappointed. The resort is clean, well kept and efficient. The food is terrific, especially the lunch buffet at Mendaca and the shows are so entertaining and family friendly. The staff and service were amazing. The waiters and pool staff especially. Everything we asked for was restocked or fixed (a light bulb in the bathroom went out) the game rooms are perfect for kids of all ages. (Ours are 13, 11 and 5) Definitely avoid the timeshare sales pitch. Who wants to waste 90 minutes of sunshine to listen to something you won't want to join at the end?! I am not sure how I felt about the resort credit as it just seemed a ploy to get extra money out of you, but for a maximum of $166 extra, I guess the additional "treats" are worth it. Our kids did not want to leave and we thoroughly enjoyed our whole stay...Totally relaxing and easy. I agree with other reviewers that the lack of real white sand beach in the middle of all those beaches is the real and only disappointment, but the Cove is lovely - like swimming in an aquarium! Great trip for all!!

  • Stayed February 2013, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this review, March 11, 2013
Hi Helen M, thank you for sharing your experience with us, and we are very satisfied to know that we did not disappoint you, our staff do its best to always deliver outstanding service and we want to thank you for your nice comments about them, our entertainment team and specially waiters and pool staff they surely will appreciate them. We look forward to welcome you again at Aventura Cove Palace.
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2,373 reviews from our community

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (534)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Portuguese first
  • Spanish first
  • Any
English first
Fairmont, West Virginia
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
7 helpful votes 7 helpful votes
3 of 5 stars Reviewed March 1, 2013

This resort is a place for couples ,me and my daughter took a getaway..last minute trip to this resort it caters to mostly couples. Spa side there a two different resort and cove side .Since she was was not 18 we could not go to spa side.As for the resort credit its a joke! There is no beach its a cove .Towel game poolside.Staff were great.Food was good Suppose to become a Hard Rock this year. I did go to spa side it was rockin!.

Room Tip: on cove side is for families.
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  • Stayed November 2012, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this review, March 7, 2013
Dear veiner, thank you for your short and sweet review, it is lovely hearing that you decided to take a last minute getaway with your daughter to our resort. We are sorry though hearing that you did not take advantage of your resort credits, we recommend to book your activities in advance through our Telemarketing and Vacation Planners teams they will be more than happy to assist you further to book your activities, spa, golf and tours in advance. We hope we can see you again soon and provide you with an exceptional vacation here at Aventura Cove Palace.
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Utica, Michigan
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed February 28, 2013

Our family of 4 had a great time on our week-long trip to the Cove Palace. The facilities and grounds were immaculate, the pool was great (lots of bridges to walk over, though!) and the workers were all very friendly. Most rooms have a hammock on the balcony and we were all fighting over who got to use it. The water crashing on the boulders that separate the ocean from the lagoon was lovely. The ONLY drawback was the beach. If you are looking for an expansive beach to walk along, you may be disappointed. There is a lagoon where you can snorkel, kayak, etc, but no one actually seems to swim in it. The sand is not the fine, white sand you may see on other area beaches. The pool made up for the lack of beach, though. We would definately visit again.

Room Tip: Not many elevators, so if walking up a flight or two is more than you can handle, make sure you are...
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  • Stayed February 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this review, March 7, 2013
Hello jackiecheck, greetings from Aventura Cove Palace. Thank you for your review, we are more than pleased to hear that your vacations were great and found our facilities immaculate and felt our characteristic warm service, indeed this is one of our biggest draw in Aventura Cove Palace and we look forward to welcome you again and continue delivering unforgettable vacations to our valued guests.
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Huntsville, Alabama
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed February 27, 2013

Amazing, wonderful, 1st class vacation. I just got home and already miss this place. Everyone who works there is truly happy to be there and knows how to make you feel at home and welcome. Like you are the most important person on earth. I would recommend this resort to anyone. There is something for everyone here. I will be back very soon! The shows were super. Food excellent. Nothing to be desired from me.

  • Stayed February 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this review, March 7, 2013
Hi Karen Q, thank you very much for sharing your experience about your recent vacation a t our great resort and we appreciate you kind comments and for recommending us with all your friends and family, we look forward to see you again in your next vacations to Aventura Cove Palace.
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Ontario
2 reviews
Reviews in 2 cities Reviews in 2 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed February 27, 2013

We have just returned from Aventura Cove Palace Feb 18-25. We had a great time- lots of things to do. My kids (boy 10, girl 7) who generally aren't a big fan of kids clubs were asking us to take them there each day as they loved the activities provided and the caring staff.
Check in was efficient and quick, resort was very clean, very comfortable beds and food was delicious with good variety.
We received a $1500 resort credit. I was initially suspect to this credit as I was sure there would be a catch. No catch, we booked a 80 minute couple massage, I had a 80 minute Vitamin C facial, pedicure, round of golf (food and drink included), family picture shoot which included 5 pictures. All was completely covered by resort credit. I booked services on day 2 of our holiday for services throughout the week and had no problems. Yes you do pay 11% tax on whatever you use of resort credit and we did use it all so $166.00 for all those services...no problem I would have spent close to that on one round of golf at home.
I always consult Trip Advisor before I book anywhere and even though our travel agent recommended I was hesitant because of some of the reviews. Unfortunately people tend to comment more over bad experiences then when they have had great ones. I am shocked at some of the poor reviews as this was not our experience at all.
We were invited to hear a 80 minute presentation regarding resort changing to Hard Rock - and we understood we would be asked to become a member. We weren't interested and that was that. Anyone who has ever been to a timeshare presentation should know its high pressure sales. If you are not interested don't go- simple as that.
Anything we asked for was attended to promptly with a follow up call to ensure we had received whatever it was we asked for.
If you are looking for a resort for a great family holiday- Aventura Cove Palace is it.
I wish we could have stayed longer.

  • Stayed February 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this review, March 7, 2013
Hi akamatoot, thank you for your sweet review, we are very pleased to hear that your family had an awesome time and that your kids loved the kids club and all the activities our staff has for them. We always try to deliver an excellent experience to our dear guests and we are pleased to hear that your check-in was quick and your vacation started off perfectly and could take advantage of your $1500 resort credits and booked several activities for the whole family and kept beautiful memories taking your Family portraits. Thank you for recommending us and we sincerely hope we can welcome you again here at Aventura Cove Palace.
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Lapeer, Michigan
1 review
6 helpful votes 6 helpful votes
1 of 5 stars Reviewed February 26, 2013

10 of us stayed at the Adventura Cove Palace from Jan 29 - Feb 05, 2013. We usually stay at the Moon Palace. We are members there at the premier level with all inclusive golf. We had the most terrible service at the Cove that we have ever had. When we arrived no one went over our amenities or all inclusives with us, no one showed us around or gave us a map and we had never been there before. The next day when we thought they were going to tell us about our amenities, they tried to UPsell us. Which I immediately said NO!. They were changing over to Hard Rock and if that is the service that comes with a Hard Rock Hotel, they can have it. Most of the staff was unfriendly. It was a joke to book our manis and pedi's. You had to jump through hoops. This is the first time the adults did not book massages because it was not worth the effort. Even a simple lost and found request was a nightmare and took several hours. The pool staff never waited on us. The kids went and got their own drinks and food. The kids could not even eat in the adult side indoor restaurants so we were limited to 4 restaurants in the evening with two of them closed per night. The rooms were small but nice. The balconies fit a hammock and that was it. The 1500 cash resort credits are a joke also. You are limited on what to spend them on and you had to pay the 11% tax on it. We never spent a $1 of them. They can have them. The resort credits never used to be that way. I'll never use them again. We will stick to the Moon Palace and if they change their services we will find another resort and trade our weeks thru RCI.

The positive: The cove was beautiful! Very nice to snorkel in. We made sure to ask for the same waiter each night "Miguel" he took very good care of us and we tipped him accordingly! Also the cafe lady we saw every night took very good care of us and was a sweet heart! We tipped her accordingly also.

If that is what you get when you stay at a Hard Rock they can have it. Our families will never stay at a Hard Rock Resort again. For a Palace Resort they sure lowered the standards.

Room Tip: Another resort. Go to the Moon Palace and leave this one alone!
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  • Stayed January 2013, traveled with family
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this review, March 1, 2013
Hello Robin G, we would like to thank you for taking the time to share your comments and feedback about our resort. We at Aventura Cove aim to provide excellent service to our guests at all times, and to help us achieve this, your feedback is really important to us.
Please accept our sincere apologies for any inconvenience you may have experienced during your stay, certainly this is a very unusual experience for our guests as we always try to provide a VIP treatment to valued Members.
Regarding your comments on the service at the pool, we have passed them to the Management team to ensure we always provide the exceptional service that characterizes us, however we are very pleased hearing that you received and excellent service from Miguel and that you found our resort beautiful and enjoyed the snorkel activities.
Rest assured that we take all of our Members and guests comments with the most importance and based on such, we take the necessary actions to prevent them from happening. We are confident that as a result of these actions we will continue being reliable and customer responsive.
We hope you give us the opportunity to change any negative impression you may have towards our service and facilities in a future visit and provide you with a memorable vacation here at Aventura Cove Palace.
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Winnipeg, Canada
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed February 25, 2013

We enjoyed a wonderful week with a few friends and an awesome staff. Although we were booked at the Spa side, we were switched to the Cove to better accommodate our wheelchair needs and could not have been happier.
The Cove Palace is exactly that, a palace with beautiful rooms and a service level that was the best we have ever received. The front desk people were very kind and helpful, thank you Alexandra for your extra efforts and eagerness to please. The team of bell boys were so impressive with their dedication to service and fun to be with. Especially Martin, Julio, Alexander and Dexter. We will remember you all for a long time.
We should also applaud the room service that was fast and friendly no matter what time they were called, complete with a follow up call to ensure we were pleased with their efforts, a first for us.
Our only disappointment was leaving but would return in a heart beat and perhaps stay a lot longer.

  • Stayed February 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this review, March 6, 2013
Hello Carl C, thank you for your sweet review, we are very delighted hearing that you had a wonderful time and didn’t want to leave. We want to thank you for mentioning so many of our collaborators; we will share your comments with them and we know they will appreciate them. Thank you again and we look forward to welcome you very soon here at Aventura Cove Palace.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hard Rock Hotel Riviera Maya

Address: Km 72, Carretera Cancun-Chetumal, Puerto Aventuras 77710, Mexico (Formerly Aventura Cove Palace)
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Aventuras
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Puerto Aventuras
#9 Family Hotel in Puerto Aventuras
#9 Luxury Hotel in Puerto Aventuras
#9 Romantic Hotel in Puerto Aventuras
#9 Top resorts Hotel in Puerto Aventuras
#10 Spa Hotel in Puerto Aventuras
#10 On the Beach Hotel in Puerto Aventuras
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Hard Rock Hotel Riviera Maya 4.5*
Number of rooms: 1264
Official Description (provided by the hotel):
This is the 1,264-room Hard Rock Hotel Riviera Maya. And this is where luxury meets satisfaction on a stage of stunning tropical views , a private white sand beach , and exclusive saltwater snorkeling areas . It's all capped off with an inviting traditional design, legendary Hard Rock hospitality, and undeniable excess at every turn. Live large at the Hard Rock Hotel Riviera Maya and enjoy the very best of paradise for all. Or, pack your appetite for opulence and hit Heaven - an elevated and exclusive retreat for adult guests only featuring a private adult beach, superlative amenities, and dining at its finest. ... more   less 
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Also Known As:
Aventura Cove Palace Hotel Puerto Aventuras
Hard Rock Hotel Riviera Maya Puerto Aventuras, Mexico

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