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“Searching for it's identity” 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
Level Contributor
47 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
“Searching for it's identity”
4 of 5 stars Reviewed August 11, 2014

This is the 7th Caribbean resort my wife and I have stayed at in the last 4 years. Heaven (adult side) room 1119 was clean and nice once I fixed the tub to hold water and fixed the leaky seal on the shower :-). The food was the best of all the other resorts we have stayed at and the employees were all very helpful and friendly. The resort has about 1200 rooms and while we were there the week of July 4, the resort was probably only 25% full. The spa was wonderful - 75 rooms - this is where the resort shows it's original pre-Hard Rock roots.

The resort was very nice overall, but I say this resort is searching for it's identity because it is heavily billed as a premium Hard Rock Hotel/Resort resort worthy of a $3,500-$4,000 per week fee (no airfare included in that). The other 6 resorts we have stayed at had some things that were much nicer than this and not marketed as a premium resort ($2,000 per week, airfare included). We spent the free $1,500 in hotel credits. The 20% fee on those "free" credits cost us $300 at check out, but we had read other reviews and new that going in. Still nice, we had 3 couple massages, swam with the Dolphins, and an upgraded bottle of wine at the French restaurant. Well worth $300.

We did the romantic dinner too, but they "gave" that to us for sitting through their "come buy 50 weeks" time-share presentation. During the presentation, they advertise that you can resell your weeks on ebay.... So check it out, instead of prepaying them, go on ebay and buy the weeks from someone else for less than what you can get through the resort... right now I see $1,700/week listed :-)

Things that disappointed us:
-The shows in the theater were among the worst we have ever seen. Really really poor. Now the fire dancers and a couple of the local singers/bands they brought in we good.
-On our first two days the music by the pool was classic rock-n-roll - very nice, then the other days it was standard Mexican and rap (I get tired of Buffalo Rider).
-They have hundreds and hundreds of outside BOSE speakers along the pathways with no music playing through them...

Am I wrong to think that I should get to hear good old rock-n-roll most of the time? Is this a standard Mexican resort or a premium Hard Rock Resort? To me, the place is searching for it's identity....

Stayed July 2014, traveled as a couple
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 22, 2014
Esteemed KeithPom,
Your comments are much appreciated. We are glad to see that you spent such a good time at our resort and please be assured that we will continue working relentlessly to maintain our high quality and service standards that set us apart.
Regarding the observations that you have kindly mentioned, they won’t be taken lightly as we will make the proper arrangements to address these points and improve the Hard Rock experience that we offer.
We would like to invite you to come back soon and spend another great vacation with us.
Sincerely,
René Malacara Coss
Gerente General
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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2,762 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 (589)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Portuguese first
  • Spanish first
  • Any
English first
NEW YORK
Level Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
5 of 5 stars Reviewed August 11, 2014

Hi,

Just back with my family of 6 at the Hard Rock RIviera Maya. Had a blast. Service was great, food was above par for an all inclusive. The $1800 resort credit worked great at the spa's. I am a Travel Agent, so I was exempt from the Hard Sell on the Legendary Club. We came with a rather large group, and a few of them sat through it and got a kick out of it. If you want to avoid it, tell them you are a Travel Agent, and you will be left alone.

The rooms had an interesting set up. The Jacuzzi was just misplaced in the room. Like it was an afterthought.

Service and food were outstanding. Beach chairs and poolside chairs were not an issue. We could alway's get one.

Room Tip: Request buidling 8
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  • Stayed July 2014, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 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 22, 2014
Esteemed THE-TRAVELING-MAN-NY,
Thank you for sharing your experience with us. It is very gratifying to see that you had such a great time at our resort. We would like to have you back soon and spend another great vacation together.
Sincerely,
René Malacara Coss
Gerente General
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Carlisle, Iowa
1 review
4 of 5 stars Reviewed August 10, 2014

My husband and I stayed here for a week for our honeymoon. There was always something to keep us busy and entertained and the option to do nothing if we wanted to. The resort was clean and well kept and the staff were very efficient and friendly. We don't really speak Spanish and there was always someone we could talk to who spoke English and they didn't act irritated about it. We felt welcomed and able to enjoy ourselves. We had a great stay.

  • Stayed August 2014
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 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 22, 2014
Dear Darci07,
We would like to thank you for sharing your comments with us. We are pleased to see thatyou had such a great time at our resort and we will continue working to maintaing the high quality and service standards that set us apart.
We hope to have you back soon and make another great stay for you!
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.
Muskegon County, Michigan
2 reviews
5 of 5 stars Reviewed August 10, 2014

This place was amazing. we stayed on the adults only side and i highly recommend it to anyone. The food was awesome, the pools were great and the booze was flowing. what more could you ask for in a resort.

Room Tip: get the upgraded room with the balcony with the hot tub on it. its a great spot for couples to relax...
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  • Stayed August 2014, traveled as a couple
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 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 22, 2014
Esteemed Jason M,
We are thrilled to see that you had such an amazing time at our resort. We would like to have you back soon and keep rocking together.
Rock on!
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.
San Antonio, Texas
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 stars Reviewed August 10, 2014

Despite issues with the shower head, location of our room and choppy or non-existent internet service, we could not help but have the best time of our lives! Staff is fantastic and super-friendly, the grounds and property are immaculate, and we felt very safe. Our teens had a fantastic time at the pool and the beach cove.

The food is good, the drinks are abundant but don't expect top-shelf, even though they display them on the shelf. If you can, head over to the Heaven side for a little adult time.

  • Stayed August 2014, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Rooms
    • 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.
René M, General Manager at Hard Rock Hotel Riviera Maya, responded to this review, August 22, 2014
Dear Araceli K,
Your comments are much appreciated. Thank you for sharing your experience, we are pleased to see that you had such a great time at our resort. Regarding the inconveniences you had, I assure you that we are always willing to assist you with any trouble. We are driven by our guests’ satisfaction and we always want to reach with epic service.
We would like you to come back soon and let us treat you with the best service, Hard Rock style.
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.
Chambersburg, Pennsylvania
1 review
5 of 5 stars Reviewed August 9, 2014

This was our seventh year so we visited prior to it becoming Hard Rock Riviera Maya . I wasn't sure if I was going like the new look but because I trust Alfonso Arredondo, who sold me my first vacation club, I decided to become a Hall of Fame member when it became Hard Rock Riviera Maya. It was the best decision ever. My family, who went with me for the first time last year said that they didn't think it could get any better but after being there this year it rocked !!!! My daughter and her husband had their twenty-fifth year vow renewal on the beach and the wedding planner, Lily did a excellent job. The setting was beautiful and the staff went out of their to make it a special day for them.
The service is always outstanding, and having a butler to take care of all you need even before you ever thought that you need it made the week outstanding. Our butlers were Jazh and Emmanuel and they both went the extra mile to make sure our stay was a memorable one. While all of the staff and friendly, and helpful there are several staff that stand out Daniela, guest services, Eric and Edwin, wait staff at Caio breakfast and Eddie and Victor from entertainment. If you want to go on a vacation and feel like royalty make your next get-a-way Hard Rock Riviera Maya.

  • Stayed July 2014, traveled with family
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 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 23, 2014
Dear Nita139,
Thank you for sharing your experience with us. We are so glad to see that you had such a great time at our resort. We would like to have you back soon and play another gig together, the stage will be ready.
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.
Williamstown, Kentucky
Level Contributor
1 review
5 of 5 stars Reviewed August 9, 2014

This is a pretty great resort. The property was nice and well kept, room was nice, and service was great. Only wish they had more bars that stayed open late besides the night club. Had a great week here. Will be coming back soon.

  • Stayed June 2014, traveled as a couple
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 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 23, 2014
Dear MeJodi,
Your comments are appreciated. We are pleased to see such a great review. It inspires us to keep working and always deliver the epic service that sets us apart.
We would like to have you back soon and the stage will be ready for you!
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 On the Beach Hotel in Puerto Aventuras
#7 Luxury Hotel in Puerto Aventuras
#7 Spa Hotel in Puerto Aventuras
#7 Top resorts Hotel in Puerto Aventuras
#8 Romantic Hotel in Puerto Aventuras
#8 Family 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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