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“What a great week!!” 5 of 5 stars
Review of Heaven at the Hard Rock Hotel Riviera Maya

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Heaven at the Hard Rock Hotel Riviera Maya
4.5 of 5 Resort (All-Inclusive)   |   Carretera Cancun-Chetumal Km 72, Puerto Aventuras 77710, Mexico (Formerly Aventura Spa Palace)   |  
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Ranked #11 of 16 Hotels in Puerto Aventuras
Sioux Falls, South Dakota
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“What a great week!!”
5 of 5 stars Reviewed February 11, 2012

We were met at the airport and taken directly to Aventura Spa Palace -- about 50 minutes for the drive. We were in our rooms and the bell staff had our bags there within 20 minutes of us leaving the shuttle. We ate in 6 restaurants and one night had dinner in our room. All were very good and the service excellent. We had flaming Mayan Coffee with dessert twice and took quite a few pictures each time. The pools were very nice and the Spa side was busier and a very social setting. The Cove side was quiet and relaxing. I did the spinning class four times -- 9 am each day and all were well done. We used the $1500 credit for additional Spa treatments, wine upgrades and a lobster dinner -- still had $400 to spend. The staff was always friendly, prompt and very efficient on the service. Our group had three couples and all had a GREAT time. We were told they will be improving the beach and changing this to the Hard Rock Riviera Maya and redoing the rooms, but we could find little that would need improving in our rooms. The in room digital safe is a good feature and the free calls back to the US from the guest room and good wireless made staying current very easy. I would recommend this to anyone and we will be back!!

Room Tip: the rooms are angled to the water and the second floor rooms all connect directly to the lobby. On...
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  • Stayed February 2012, traveled with friends
    • 5 of 5 stars Value
    • 3 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 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 8, 2012
We very much appreciate your kindly comments, and we are glad to know that you feel our warm and special service which is customary to our Guests.

Our goal is that every vacation will be a memorable one and we in Aventura Palace will be delighted to host you again at any of our Resorts in Mexico and the Dominican Republic.

Best regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,942 reviews from our community

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4.5 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 (575)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Portuguese first
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English first
Atlanta, GA
Level Contributor
24 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
5 of 5 stars Reviewed February 11, 2012

The Spa Palace is a wonderful resort! Having been to more than 30 different all-inclusives I believe I can offer a solid review. Part of what made this so good was the great deal we got thru Cheapcaribbean.com. Our total cost for 7 days/6 nights was $3300 including airfare from Atlanta. We also received a $1500 resort credit which for us represents 'real' money. It can be used for golf, spa, excursions, wine upgrades, etc. Since I always play golf and we always do the spa and excursions we really saved money. The golf courses were excellent, and the spa was awesome. We went swimming with the dolphins which was only five minutes from the resort. It was a great experience.
Now for the resort itself. The grounds were beautiful, the service was excellent, room service was very good, the restaurants were terrific. Here's a breakdown of the resteraunts.
The steakhouse, Mundaca was very good. Don't order the t-bone, thinly cut, very fatty. Order the NY Strip. Thick cut, very good.
Italian, the best steak on the resort. It's called.the Toronado. It's a filet. Lamb was not good.
The atmosphere is poor as it is lighted like a Walmart. Still we enjoyed it because we had dinner there with another couple we met there.
Japanese. Excellent sushi. All the dishes I had were excellent. Overall the best resteraunts on the resort.
Breakfast was great. Everything you want including eggs any style prepared in front of you.
Here's a good tip. Next door at The Cove, poolside, you can get hand made pizza. It's very good and it's just a short walk.
The bars were all well stocked. Example, Crown Royal at all of them. Don Julio Tequilla at all of them, Gran Manier, etc.
The rooms were very nice. The grounds were amazing. Wildlife everywhere. I even saw a spider monkey. Huge variety of birds. Iguanas were abundant. Way cool.
this was our second stay at a Palace Resort. The one in Porta Vallarta was so good we wanted to go to another one. We weren't disappointed. My only concern is how they will change when they rebrand to Hard Rock. I fear they will become too commercial. To us the Palace Resorts are the Ritz of all-inclusives.
If you are a beach person this is not a resort for you. It's built on seaside rock. There are places to be near the water with all the wind you can handle that are absolutely gorgeous. If you must have sand between your toes, don't stay here.

Room Tip: Choose the second floor which is actually on the same level as the lobby.
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  • Stayed February 2012, traveled as a couple
    • 5 of 5 stars Value
    • 3 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 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 8, 2012
We very much appreciate your kindly comments, and we are glad to know that our resort fulfill your expectations.

Our goal is that every vacation will be a memorable one and it will be a pleasure to host you again at any of our Resorts in Mexico and the Dominican Republic.

Best regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Rock Valley, Iowa
Level Contributor
16 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
3 of 5 stars Reviewed February 10, 2012

Just got back from aventura spa on feb 9 . Check in was alright. We asked for room upgrade but only got a jungle view with a little ocean about a mile from everything. The property is hugh but well mantained. Food was very good. Used 1500 for spa and lobster dinner. making reservations took forever the planner used wrong room number what a mess. Lobster was the size of a golf ball. Didn't buy into the high pressure sales of HARD ROCK 3hr. sales pitch so much for a relaxing vacation !!!! Then they sent the big wig in because we were one of the difficult cases while we were in the middle of breakfast two days later thanks to Raul our concierge. We did enjoy the lagoon beach area magic show and fire show. Wine list was good also. Spa was fantastic !!!!!

  • Stayed February 2012, traveled as a couple
    • 2 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.
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 8, 2012
On behalf of Aventura Palace, we thank you for taking the time to write us your comments and observations about your recent stay. Feedback is extremely important to us as it helps us know how we are doing in terms of service and facilities.

We regret to know that the assigned accommodation was not of your entire satisfaction, we deeply apologize for the inconveniences this may have caused.

However, we are very glad to know that these inconveniences did not affect your overall experience at the Resort.

Once again thank you for bringing your comments to our attention hoping that you will give us the opportunity to host you at any of our Resorts in Mexico and the Dominican Republic.

Best regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ocean City, New Jersey
1 review
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 stars Reviewed February 10, 2012

We have been members for four years and continue to be in love with Aventura Spa Palace. I was in the resort and food and beverage industry for over 35 years and am a relatively harsh critic. ASP has remained an oasis in all regards. It starts at the top with Julian Castaneda, the general manager who is very accessible and extremely sensitive to making your experience as perfect as possible. When we had a problem during check-in (I had made a special request), he took over and personally orchestrated the changes to our complete satisfaction. The food on all levels is remarkable and ranges from exotic fresh seafood to the best hamburger in Mexico. You have the choice of numerous great restaurants and outdoor grill/bars. The service everywhere is fast, friendly and very attentive. Hugo, the sports and entertainment director is the best. He fills the week with great poolside and evening activities. He has moved up the ranks and we appreciate everything that he and his team (Mario, Daniel, Victor, etc) do make our time fun-filled. The grounds are breath-taking and well-maintained. We live a block from the ocean, so the lack of a real beach is not an issue. The natural lagoon is perfect and filled with marine life. The fears regarding the change over to Hard Rock are a bit premature. Let's wait and see and give it a chance. Until proven otherwise, Aventura Spa Palace will remain our favorite place in the world to spend our anniversary and about as close to heaven as you can get.

Room Tip: No need to upgrade - regular rooms are perfect
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  • Stayed February 2012, 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
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 8, 2012
We very much appreciate your kindly comments, and we are glad to know that you feel our warm and special service which is customary to our valued Members and Guests every time you have ever came.

Our goal is that every vacation will be a memorable one and we in Aventura Palace will be delighted to host you again at any of our Resorts in Mexico and the Dominican Republic.

Best regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Glenview, Illinois
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
5 of 5 stars Reviewed February 9, 2012

It was my first trip to Mexico, I was little scared because of media reports. The truth is there is nothing to worry. Cancun air port customs was fast, we were out within 15 minutes. We were greeted by our transportation company Grey Line. All the staff was helpful. We reached at Aventura Spa Palace around 2:30 pm and they took couple of minutes for check in. We were celebrating our 20th wedding anniversary and ASP provided special candle light dinner to us. The hotel customer service was excellent and there is nothing to complain.
We got the 1500 credits and we used it for SPA, Lobster Romantic dinner and Tequila (100). We also visited Playa car Palace resort and they have a wonderful beach. There are shuttle buses twice in a day to Playa car Golf plaza which is 20 minutes walk from 5th avenue since it is a part of Palace resort; we got the food for free- make sure you get the wrist band from bell man. We made some shopping at 5th avenue at Playa Del Carmen.
We also visited Xelha and Dolphinaris Park for swim with Dolphins, we never had any problem. We did snorkeling at Xelha Water Park which was a wonderful experience. We rented the snorkeling equipment and will get money back once you returned the equipment.
The Aventura Spa Palace Staff were wonderful and helpful all the time. We tried most of the restaurants at ASP and Cove side and all are good. Try to check out at least 45 minutes; sometimes they may take more time to do all the paper work. Also arrive 15 minutes earlier for SPA/massage treatment. This location does not have any sand beach, visit Playa car palace if you are a beach lover. There are several swimming pools at ASP side and Cove side. Cove side is for family and ASP is for Adults.It is a perfect place for Honeymooners,Wedding Anniversary or any corporate conferences.

Room Tip: 3 rd floor will be great, 2nd floor also good.
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  • Stayed February 2012, 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
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 8, 2012
Thank you for choosing Aventura Palace to share this joyous occasion, we very much appreciate your kindly comments, and we are glad to know that our resort fulfill your expectations.

Our goal is that every vacation will be a memorable one and it will be a pleasure to host you again at any of our Resorts in Mexico and the Dominican Republic.

Best regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mineral Point, Wisconsin
Level Contributor
21 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
3 of 5 stars Reviewed February 9, 2012

Aventura Spa Palace was very nice. The food was great and the service was wonderful. Drinks were ok - once you found one you liked, the next one was never the same. The spa was fantastic. Beautiful setting and grounds. One dissappointment is no beach on the property. We were told this will soon become a Hard Rock resort. Look forward to seeing the rennovations.

Room Tip: Request a room more central to the property. We were at the far end of the resort.
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  • Stayed February 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 7, 2012
We very much appreciate your kindly comments, and we are glad to know that our resort and Spa facilities fulfill your expectations.

Our goal is that every vacation will be a memorable one and it will be a pleasure to host you again at any of our Resorts in Mexico and the Dominican Republic.

Best regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Minneapolis, Minnesota
Level Contributor
7 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
4 of 5 stars Reviewed February 8, 2012

This was our first visit to Aventura Spa Palace and my husband and I fell in love with the beautiful views at the resort! When we got off the travel bus we were offered cool, scented towels so we could refresh ourselves and then we were offered drinks. Loved that! Loved the scent when you first walk in the lobby...very relaxing!

Check in was kind of slow.....we traveled with other people and they had check in issues also--didn't get the room that they paid for etc... We decided to upgrade our room using the $1500 credit but was told we couldn't get a room until the next day...ok, fine. When we went back the next day to inquire about our upgrade..they had no idea what we were talking about. We finally got it straightened out but then they tried to charge us more for it when we were told a specific price the day before. We did not get a choice of where we wanted to upgrade either. Very disappointed with their lack of record keeping! The room upgrade-the room layout was the same as our prior room--differences: pillow menu, aromatherapy menu, free slippers and beach bag,upgraded shampoos, two 25 min massages, couples dinner and private beach access. We had a decent view of the ocean but otherwise was not impressed with the room upgrade(liked the massages-didnt use the dinner). Our first room was close to the main building and our upgraded room was at the end of the property.

After you check in they try to get you to agree to going to a "breakfast meeting" and in return you will get $150 credits per room. Our group wanted to use the credits for Xel-Ha and we tried to get out of going but they try to talk you out of it and gave us the credits for the romantic lobster dinner. We were told it would be a 90 minute meeting about the upcoming changes to Hard Rock over breakfast. So the next morning we went to breakfast and they said it was going to take longer (sales pitch) because we were a larger group. We went through the presentation and pitch but not impressed with the resort changing to Hard Rock! Not impressed that there people were taking my valuable vacation time away from me!

Word of advice when booking your $1500 credits-allot extra time because it takes FOREVER to get anything booked!! I think we spent hours trying to do this amongst our group--more wasted time!

Loved the food either at the pool bar or resturants!! Service was a little slow at the asian resturant but the food was really good! Had a great dinner at the italian resturant and loved how they bended backwards to please us! We also ordered room service acouple of times and did not have any complaints. We also loved spending time at the martini and pool bar! Lots of tropical drinks to be had by all!

We were able to take the free bus tour to Playa Del Carmen and we're non members. Had a nice time visiting the beach and shopping. We were able to visit the Playacar resort and eat/drink there (all included). We did not eat at the lunch buffet there but heard that it was really good!

We had a great time at the spa and resort minus the few hiccups! The staff is friendly and they remember your name! Not impressed with the record keeping, sales pitches and lack of interest for my valuable time!

  • Stayed January 2012, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 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.
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 7, 2012
We regret to know that the Resort Credit and room assigned were not of your entire satisfaction.

You may rest assured that we take all of our Guests comments with the utmost importance and based on such, we take the necessary steps to prevent the occurring of inconveniences to our Guests. Your comments have been shared as well with key Staff in our organization, most importantly including our Management Team.

However, we are glad to know that your overall stay was as you expected.

Our goal is that every vacation will be a memorable one and we in Aventura Palace hope that you will give us the opportunity to host you again at any of our Resorts in Mexico and the Dominican Republic.

Best regards.
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 Heaven at the Hard Rock Hotel Riviera Maya

Address: Carretera Cancun-Chetumal Km 72, Puerto Aventuras 77710, Mexico (Formerly Aventura Spa 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 Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#9 Spa Hotel in Puerto Aventuras
#10 Luxury Hotel in Puerto Aventuras
#10 Romantic Hotel in Puerto Aventuras
#10 Top resorts Hotel in Puerto Aventuras
#10 On the Beach Hotel in Puerto Aventuras
#11 Family Hotel in Puerto Aventuras
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Heaven at the Hard Rock Hotel Riviera Maya 4.5*
Number of rooms: 577
Official Description (provided by the hotel):
A blend of relaxation and adventure awaits you at this adults only retreat. Set in the Riviera Maya overlooking the aquamarine Caribbean Sea, enjoy 1,266 luxurious accommodations with double Jacuzzi, balcony (most with hammock), and 24 hr. room service. Among the facilities to highlight is the state-of-the-art spa offering a perfect day of pampering. Guests can also enjoy seven restaurants, several bars, a disco, outdoor/indoor pools, and unlimited tours as part of the all-inclusive package. ... more   less 
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Also Known As:
Aventura Hotel Palace
Aventura Hotel Puerto Aventuras
Mayan Riviera Palace
Adventure Spa Palace
Hotel Mayan Palace
Adventura Spa Palace
Aventura Palace Spa
Aventura Spa Palace Riviera Maya
Aventura Spa Palace Resort
Aventura Spa Palace Mexico

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