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“Great vacation!” 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
Ranked #8 of 16 Hotels in Puerto Aventuras
Certificate of Excellence
San Diego, California
Level Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Great vacation!”
4 of 5 stars Reviewed August 2, 2014

We spent seven days on the Hacienda side of the resort in building 7. Overall we felt the HR Rivera Maya was a great experience. Here is what we found:

- This is a large resort. Depending on where your room is located, be ready to do some walking if you plan on visiting both Hacienda and Heaven sides.
- We had the room with a garden tub on the roof which was nice. However, we did not have a ocean view.
- Our room was clean and serviced everyday.
- The bed is very hard. Fortunately we brought our own pillows so it worked out ok.
- Visit the vacation planner shortly after arrival to plan out your vacation.
- The beach cove was nice. Water shoes are not a must but recommended due to some rocky underwater areas.
- There is no public laundry facilities on the premise. The hotel does offer laundry service but expect to pay a pretty penny.
- Resort credits sound great but are limited in use.
- The only gym is on the Heaven side.
- Tipping does help with bar service. The check-in clerks can break large bills.
- Our shuttle ride from the resort to the airport was $56.

  • Stayed July 2014, traveled as a couple
    • 4 of 5 stars Value
    • 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.
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, August 15, 2014
Esteemed Rich 594,
Your comments are much appreciated. It has been a pleasure and on behalf of Hard Rock Hotel Riviera Maya, we offer you our apologies for the bad experience with our new beds. I assure you that we have taken proper measures to address these areas of improvement.
I hope to welcome you back son and we will double efforts to make you feel like a true Rock Star.
Sincerely,
René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,770 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 (590)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Portuguese first
  • Spanish first
  • Any
English first
Houston, Texas
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 stars Reviewed August 2, 2014

Overall resort is beautiful. Food not a five star needs better tasting and variety. Need a real teen club for ages 15-17. Rivera Maya's Management should mirror Cancun Hard Rock their food, activities, atmosphere and beer variety is by far better.Need to gather all negative but helpful comments and implement them.

  • Stayed July 2014, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Hard Rock Hotels & Casinos

Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, August 15, 2014
Dear Melissa G,
Your comments and suggestions are much appreciated, we are always looking forward to implement new ways to have our guests more comfortable and improve the Hard Rock Experience. Your opinion won’t be taken lightly and I assure you that we will keep working to reach to the best of our potential.
I hope we can have you back soon and see for yourself the improvement from your last visit.
Rock on!
Sincerely,
René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Edmonton, Canada
1 review
4 of 5 stars Reviewed August 2, 2014

We stayed in the Heaven section which is the adults only side of the Hard Rock. Overall, it was a great experience. The resort was clean and the grounds were manicured. The staff was helpful and were always keeping busy. We really enjoyed Le petit cochon and ate there a few nights. Our server, Mateo, truly made our experience by making us special espressos, serving us different types of tasty tequila, and he organized a special table d'hôte for our last night. Ask for his section, and it's gorgeous to sit outside in the evening.
Guest services was very helpful, but it would have been nice to have services such as snorkel gear and bus info on the Heaven side of the hotel too.
The pool bar was really great and there was always a fun party there, but whenever we wanted a quiet break we could go to the lagoons and relax. On our last night, there was a band called the Smoking Guns in the lobby and they rocked!
We would definitely recommend the Hard Rock Riviera Maya to anyone who would enjoy a "Vegas style" holiday.

Room Tip: Top floor Room with jacuzzi suite
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  • Stayed July 2014, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, August 15, 2014
Dear B T,
We are pleased to see that you had such a great time during your stay in our resort. We are working tirelessly to reach your satisfaction and it is gratifying to see that we are creating great moments and memories with our Rock Stars.
It would be our pleasure to have you back soon.
Sincerely,
René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 stars Reviewed August 1, 2014

I do not KNOW if the people who wrote about Hard Rock Café hotel where in the same hotel that I stayed for 6 nights with my family. It was an unpleasant stay. when we arrived at the airport with 2 children under 5, and 90 degrees out side, it took them 1 hour to get us a van to take us to the hotel, when we arrived they room was not ready so we waited for 45 minutes, after that the person at the front desk informed me that the room was ready and it only has 1 bed,(we were four, we paid for 4 people) so, we have to wait for another 45 minutes until they found a room with 2 full beds, it was a very small room. I went back to the front desk to let them know that we can fit in the room, the answer was that all the rooms are the same size. Be aware of at breakfast and dinner time you always have to wait between 30 to 60 minutes to get a table. which I found ridiculous, no consideration to small children.. the staff is not very helpful, and they are rude sometimes. the first night that we went to have dinner to The Market restaurant, the person at the entrance informed us that there were a waiting list, that is going to take 45 minutes to get a table, I commentated that everything in the hotel had a 45 minutes waiting period, she smiled and said " yes madam, here it is like that, so get use to it". I DO NOT recommend this hotel to anyone.

  • Stayed July 2014, traveled with family
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 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.
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, August 15, 2014
Dear DUARTE A,

I would like to thank you for taking the time to contact us and share your concerns with us. Your dissatisfaction has been brought to my attention and I am personally concerned to see that we have fallen short to your expectations, this said; on behalf of Hard Rock Hotel Riviera Maya I extend my most sincere apologies and a cordial invitation to give us the opportunity to change your perception of our resort. I will have a specialist contact you via private message to address your concerns and I assure you that I will be on top of the situation.

René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dunfermline, United Kingdom
1 review
5 of 5 stars Reviewed August 1, 2014

This was a fantastic holiday destination. From the staff to the entertainment, spa and facilities, there was something for everyone. The hotel is spacious but is very clean. The staff are very friendly and nothing is a problem for them. We stayed in Heaven (adults only section) and the entertainment was excellent. There is a wide variety of excursions on offer and also spa facilities. The resort credits can be used for spa, beauty, trips, jewellery etc.There are a wide variety of restaurants including teppanyaki, where the chef cooks in front of you. Brilliant experience. I would definately go back to this resort.

  • Stayed July 2014, traveled with family
    • 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

Review collected in partnership with Hard Rock Hotels & Casinos

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, August 15, 2014
Dear Sheila B,
Thank you for sharing your experience with us. Your comments are appreciated. We will continue working diligently to maintain our high standards in quality and keep reaching with the rock star service that sets us apart. It has been our true pleasure and we hope to have you back soon for your next vacation so we can make another great memory together!
Sincerely,
René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Middletown, New York
Level Contributor
17 reviews
common_n_hotel_reviews_1bd8 12 helpful votes
5 of 5 stars Reviewed August 1, 2014

We just got back from a lovely, relaxing stay at the Hardrock Riveria Maya Hotel. This was our fourth time staying on this particular property, but first time since the change over to Hardrock (formerly Aventura Spa). We especially like the changes made around the various lagoons to create more of a beach feel. The lagoons are great for swimming...a mixture of fresh water and ocean water. Cool and delightful, with plenty of wildlife to observe (fish, diving pelicans, etc.) We also liked the addition of the cushioned seating areas near the waterfalls. My husband and I would like to give a shout out to our favorite waiter at breakfast...Edwin (the shorter Edwin)! Every day, he greeted us warmly and immediately brought our preferred beverages (after just a couple of days he remembered exactly what we liked). We also loved Lirio, the chef at the grill who efficiently whipped up omelette after omelette, always with a smile. Our favorite restaurant for dinner was Le Petit Cochon where we were ably served by Mateo on two different occasions (so sweet and accommodating), as well as Hermelindo and Josue (a funny pair who referred to themselves as "The Dream Team"). We would also like to make special mention of Brigida (one of the hostesses at this restaurant), a delightful young lady with personality plus who always greeted us with such warmth and affection. Our friend, Edgar, the resorts' head sommelier, also went out of his way to make sure we were happy and having a wonderful vacation. We would also like to recognize one of the vacation planners, Fe, who helped us book our spa services. She is a sweetheart and extremely good at her job...very patient. All of the therapists at the spa are wonderful, but two of my favorites were Felipe and Ramiro who went out of their way to provide a relaxing, enjoyable experience. We would also like to recognize Benito and Marco, both bartenders at the beach...and a special recognition to our friend, Madahi (who I had met on a previous visit). She often serves as a lobby greeter to incoming guests (on either the Heaven or Hacienda sides) and remembered us warmly. All in all, we had a wonderful time and look forward to going back soon.

  • Stayed July 2014, traveled with friends
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 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.
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, August 15, 2014
Dear kwe2351,
We are pleased to see that you had such a great time during your stay in our resort. We are working tirelessly to reach your satisfaction and it is gratifying to see that we are creating great moments and memories with our Rock Stars.
It would be our pleasure to have you back soon and play another gig together.
The band sends regards!
Sincerely,
René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Darien
Level Contributor
118 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
4 of 5 stars Reviewed July 31, 2014

We were two couples looking for a fun, but relaxing week in the sun.
Food - varied and good quality. Wait staff were very pleasant.
Beach staff - excellent
Bar scene - much better than expected
Evening shows - WAY BETTER than expected.
Rooms - spacious and in good condition.
Massages/spa - very good
It is disappointing that there is not much going on in the neighborhood and that the enticing Caribbean Sea is not available for water sports.
There were very few "extra" charges at this all-inclusive hotel.

Room Tip: Make sure you choose the adults-only or the family side, as you wish
See more room tips
  • Stayed April 2014, traveled with friends
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, August 15, 2014
Esteemed Jeffrey M,
We are pleased to see that you had such a great time during your stay in our resort. We are working tirelessly to reach your satisfaction and it is gratifying to see that we are creating great moments and memories with our Rock Stars.
It would be our pleasure to have you back soon and play another gig together.
The band sends regards!
Sincerely,
René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
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
#7 Spa Hotel in Puerto Aventuras
#7 Luxury Hotel in Puerto Aventuras
#7 On the Beach Hotel in Puerto Aventuras
#7 Top resorts Hotel in Puerto Aventuras
#8 Family Hotel in Puerto Aventuras
#8 Romantic 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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