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“Great service!” 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)   |  
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Hotel amenities
Special Price
35% OFF + KIDS STAY FREE
Ranked #9 of 15 hotels in Puerto Aventuras
Sherwood Park, Canada
Top Contributor
82 reviews 82 reviews
28 hotel reviews
Reviews in 35 cities Reviews in 35 cities
53 helpful votes 53 helpful votes
“Great service!”
4 of 5 stars Reviewed March 13, 2013

As far as all inclusive resorts go, this is one of the better ones. The rooms are large, clean and well stocked with drinks and liquor. All rooms have a Jacuzzi tub (which we didn't never use in hotels) and a balcony with a hammock. The rooms are attended to twice a day, with turndown service and chocolates done in the evening. They change the sheets every 3 days. We had an ice machine in the hallway next to us and it was very noisy.

We travelled with 2 children aged 8-10. The resort itself is large but once you figure out the layout, it's quite easy to get around. It's unfortunate that children are not allowed on the adjoining property, Aventura Spa, which limited some of our activities and restaurant selections. There was a rock climbing wall and beach volleyball courts on the spa side which we would have loved to use but were unable to. The Cove side has 2 tennis courts and a basketball court but they are a little bit of a walk away. The pool is gorgeous and huge. There are plenty of loungers available poolside and by the cove. The swimup bar and poolside grill are very convenient. We were there the week of March 4-11. I'm not sure if the spring breakers just had not arrived yet, but we found the place quite quiet from the Monday to Friday and then got busier on Sat. and Sun. During the week, it seemed like there were very few people there so the service was awesome. I never had to go to the pool bar because a server would come by every 10 minutes to see if I wanted a drink. Getting loungers was never an issue either, and even when it got busier on the weekend, we still found free ones. I can see some issues if there were a few more people though because they don't limit the number of towels they hand out or make you sign them out and return them. This is a good policy if everyone is considerate and returns the towels when they're done, but it seems like most leave their towels on the loungers when they leave so you never know if one is available or not. There are iguanas running around the bushes around the pool which excited the kids.

There are many organized activities in the pool such as stretching to music, water aerobics, water polo, water volleyball and water basketball. The staff do have to learn to control the activities better so that overaggressive adults and teenagers don't intimidate the younger kids. For example, a few kids including mine, joined in the water polo game. Whenever the ball got near them, a much older teenager or adult would dive toward them and start to grab the ball. As the game progressed, the younger kids would be unable to ever touch the ball so they would leave. The resort either needs to have games set up for just the younger kids, or have the organizer (who is playing in the game too) tell the adults not to grab the kids I even gave up on playing basketball because with a sunburnt back, it was very painful having others scratch and rub against your back when you got the ball.

The Cove is interesting with far more fish than I would've imagined. It's calm and great for snorkeling. There are kayaks available as well. The "sand" is quite uncomfortable to walk on barefoot. I'm not sure if we just caught a bad week or if its due to the location, but it was windy pretty much every day we were there. The waves outside the cove were quite big so I can see why the cove was built as you would not be able to swim otherwise.

The kids club is for little kids. My 8 and 10 year olds went there to check it out. They lasted 10 minutes and left because it was uninteresting to them and reported that they were too old for it.

The buffet (Ventana's) and steak house (Mundaca's) in where we ate most of the time. There is also a Mexican a la carte restaurant, the beach grill and a café as well. To generalize, the food variety is excellent but the quality is acceptable but not great. The service in all the restaurants were wonderful (no matter whether we had previously left a gratuity or not). At the buffet's it almost seemed like they were lurking around and pouncing whenever there is an empty plate or even a used sugar packet. Again, it wasn't overly busy while we were there so I'm not sure if this is always the case. There is ice-cream and popsicles available at a number of spots which pleased my kids.

The resort credits are a bit of a scam. We used them for an excursion to Tulum to see the ruins which took about 4 hours (its a 40 minute bus ride and an hour guided tour). You can use the credits for this and it was $125 per person and you have to pay the 11% tax. There are only a couple of excursions you can use the credits on. You can shop at the store for jewelry with the credits but can only use up to $300 on gold and silver items. As you might imagine, the pricing for most items seem quite high for what you're getting. We didn't try to use up all the credits as some others we talked to did. If you think about it, why would a resort give you $1500 in credits for a stay that you're only paying $2000 for the week anyway?

We took a taxi to Playa Del Carmen for the day to go shopping. The taxi costs $18 each way and is a fixed price. You can fit up to 4 passengers in each taxi.

The SunWing guide on the bus that took us there warned us this resort is bad for being harassed by time share agents. This got us all concerned but we were never approached at all the whole time we were there.

Overall, we had a very nice stay. We would recommend this resort with the caveat that you go knowing there is no sandy beach.

Room Tip: Ask for a room away from stairwells and ice machines.
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  • Stayed March 2013, traveled with family
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
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, April 11, 2013
Hello Yysguy, thank you for your review. It is nice to hear that your family had a wonderful time at our resort, and that you felt the great service that characterizes us and rate us as one of the best all inclusive resorts. Finding many activities through the resort, and for the kids, our entertainment team is a great resource to find out the activities we have for them. Thank you for recommending us and we would love to see you again soon in your next visit to the Riviera Maya.
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1,303 people have reviewed this hotel

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    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 (347)
Date | Rating
  • English first
  • French first
  • Italian first
  • Portuguese first
  • Spanish first
  • Any
English first
1 review
5 of 5 stars Reviewed March 12, 2013 via mobile

We have had a great time here at this resort. The staff is absolutely incredible! Javier and Santiago at the front desk blew us away with amazing service and accommodation. They made sure that our whole party of 14 had rooms close together and to our satisfaction. Rooms were great, staff was friendly, food was great, and a good time had by all! Would definitely come again and stay here! Fabulous vacation for our group, ages 1-81!

  • Stayed March 2013
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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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, April 4, 2013
Hello ktownroxy, , thank you for sharing your experience with us, we are pleased to hear that the whole family had a great time and there was fun for everybody, thank you for mentioning that Javier and Santiago did a great job at your check-in, we will pass on your kind comments. We look forward to see you again soon and we know you will have another great vacation with us.
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Toronto, Canada
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed March 12, 2013

Aventura Spa Palace is a great place for my husband and I to spend time. He likes to play golf and participate in pool and other activities. I enjoy the spiritual aspect of the place with the Yoga Temple, Zen Garden, Labrynth, the Temazcal ceremony as well as the Kulkukan ritual/treatment.
We both love the spa which includes over 100 practitioners with 75 treatment rooms. We also really enjoy the hydrotherapy space with steam rooms, saunas, hot tubs, reflexology foot baths and places to lounge around.

The entertainment, a la carte restaurants, unique and interesting activities and tours make it a very special place. We have been going there at least once a year for 10 years and my husband has stayed there 3 times in 3 months this year with his golf buddies.

Room Tip: We like to be near the ocean. The rooms in the central area are closer to the activities so if you...
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  • Stayed February 2013, traveled as a couple
    • 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
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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 15, 2013
Hello Susan B, thank you very much for sharing your experience in our wonderful resort, we are delighted to hear that your husband loves the activities by the pool and enjoy the golf outings, while you on the other hand, take pleasure in the more spiritual and relaxing side of the resort from the yoga classes to the Temazcal ritual and Herbal Steam room, Hydro Reflexology, and so many different activities to just relax and let yourself go with the soothing sound of the ocean. What a wonderful vacation! We will be very happy to welcome you again and knowing that you will come back soon we look forward to host you again here at your favorite spot in the Riviera Maya: Aventura Spa Palace.
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Lloydminster, Canada
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed March 12, 2013

We stayed at the Aventura Cove Palace. Vacation was fantastic, very nice staff, meals were awesome, facilities were in great shape. It was everything we wanted in a relaxing, enjoyable, vacation. The recreational staff deserve a huge pat on the back. My family and I felt so welcome and secure during our stay, it was like we were part of their family. The man-made cove is totally awesome, my son and I spent hours snorkling and enjoying the coral, and nurmerous tropical fish, while my wife and daughter spent hours soaking up the sun and enjoying the constant pampering of the staff refilling their drinks, or getting them snacks or towels. The sand at the beach could have been a little finer, it was fairly course and hurt the feet when walking barefoot. The entertainment shows were very enjoyable. We stayed for 2 weeks and didn't want to leave. We are already planning our return trip this year for X-mas.

Only negative is a long bus ride from airport to hotel, had to stop at a lot of other resorts before arriving at destination and then again on the return from the hotel back to the airport.

  • Stayed February 2013, traveled with family
    • 5 of 5 stars Value
    • 4 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 13, 2013
Hello Cory S, thank you for your nice review, we are pleased to hear that you had a fantastic vacation and felt safe and welcomed by our staff friendliness and honest smile that characterize them; we are very happy to hear that you and your son spent hours snorkeling at the lagoon while your wife and daughter enjoyed the royal treatment. We look forward to see you in next December and make of your next visit another unforgettable vacation here at Aventura Cove Palace.
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Bowmanville, Canada
1 review
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed March 9, 2013

WOW. We went to the Aventura Cove Palace for a relaxing vacation. The six of us(3 couples) were pampered and waited on like royalty. The staff are so friendly, always greeting us with those big smiles and I believe they genuinely love their work. They are all so accommodating to your every need. As for the Resort credit system...sure it's a draw for the 11% tax but c'mon...where can you go as a couple and enjoy a professional 80 minute massage for $44. ..we could not believe this resort was not more heavily booked...seemed as though we had one end to ourselves. Lots of sun,fun, food and drink was had by all. Something for everyone..A special thanks to Paulina(PR) for the Champagne/cake for our anniversaries..truly a nice touch.We would definitely return. Thanks to all who made this a memorable vacation!!

Room Tip: our rooms in the 1400 block were central to everything.(great)...however,.any noises in the hallway...
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  • Stayed March 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 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 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 11, 2013
Hi Dee_G32, greetings from Mexico. Thank you for your review, we are more than pleased to hear that your vacations were great and felt our characteristic warm service that made you feel like royalty; we will let Paulina know about your nice comments. 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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New Jersey
Senior Contributor
28 reviews 28 reviews
18 hotel reviews
Reviews in 20 cities Reviews in 20 cities
29 helpful votes 29 helpful votes
1 of 5 stars Reviewed March 7, 2013

On March 5 at about 3pm guests from HR Cancun stole my IPad from my chair at the Cove Lagoon at Aventura Palace/Hard Rock. This group of 5 had HR Cancun wrist bands. They were part of a group that took the Tulum tour and stopped at Aventura for lunch, beach, etc. They received service from the waiter...all the conversation with him was in Spanish. Apple reported that the thief attempted to access the Internet with my IPad on March 6 at 3:22pm.

The group included a male in his forties, black hair, spoke fluent Spanish. A woman about the same age, black hair, wore a white/flowered bikini with a thong behind. A woman in her twenties, black hair with a 2 piece bathing suit. The bottom was lime green, high waisted with thong behind. A teen girl with light brown hair and a black 2 piece bathing suit. A little girl about 5-7 with black hair and a pink mixed color bathing suit. SO BEWARE, THEY STILL MAY BE THERE!

At the time of theft I did not know that there was an outside group on premises. I grew slightly suspicious from the water as the group all stood at once shielding my view shortly after my wife had moved away from our chairs.

Once confirmed that the IPad was gone (it takes some time to accept stolen versus misplaced) I tried to catch up with the group at one lobby then the other but it was too late. At that time my information was that they were from Playacar. Later when the Public Relations people interviewed in detail I found out about the HR Cancun group trip.

Still within that hour or so it would have been easy for Aventura to call up to HR Cancun and screen the group on return but they said there was nothing they could do as I was in a public area.
I am still waiting for the report promised days ago. I spoke with management here and emailed management at HR Cancun but no actions taken.

Quite a shame as nothing even close to stealing ever happened in my 8 previous Palace stays.

Stayed March 2013, traveled with family
Was this review helpful? Yes 4
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
Dear JackHoliday, Thank you for sharing your concerns. We strive to provide you with the best possible service and when you feel that we did not meet your expectations, it is important for us to know.
We sincerely regret to hear this kind of comments. This is not how we want guests to remember their vacations.
We would like to apologize that you feel we are not doing enough for you in this case. We have carefully reviewed our records in order to gather all pertinent information regarding your claims.
Due to the nature of this event we always recommend our valued guests not to leave any valued items unattended in public areas. The hotel is still treating this as a serious matter by continuing to assess reports and investigating beyond your stay; as a matter of fact our Management teams have been informed about this issue and are implementing new strategies for security reinforcement.
We hope you give us the opportunity to change your perception towards our service and facilities in a future visit to Aventura Cove Palace.
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South Burlington, Vermont
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
6 helpful votes 6 helpful votes
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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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:
Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Puerto Aventuras
#5 Luxury Hotel in Puerto Aventuras
#8 Top resorts Hotel in Puerto Aventuras
#8 On the Beach Hotel in Puerto Aventuras
#9 Family Hotel in Puerto Aventuras
#10 Romantic Hotel in Puerto Aventuras
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Hard Rock Hotel Riviera Maya 4.5*
Reservation Options:
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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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