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“Thank you!!” 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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CINCO DE MY OH MY-40% OFF
Ranked #14 of 16 Hotels in Puerto Aventuras
Albuquerque, New Mexico
1 review
4 helpful votes 4 helpful votes
“Thank you!!”
5 of 5 stars Reviewed October 26, 2012

Muchas gracias for our wonderful vacation at Aventura Spa Palace! Our experience was wonderful; the accommodations, food and service were all excellent. We cannot wait to return.

Special thanks to Antoine Hammam, poolside servers Mada and Mary, Sweet Shop server Flo, and waiter Charly! Their personalized service was truly appreciated!

  • Stayed October 2012, traveled as a couple
    • 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 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, October 29, 2012
Thank you for your short and sweet review; we are very happy to know that you had a wonderful time here at Aventura Palace.
It is great to know that Antoine, Mada, Mary, Flo and Charly helped making your vacation unforgettable.
We are looking forward to welcome you back.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,810 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 (546)
Date | Rating
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English first
Nashville, Tennessee
Top Contributor
124 reviews 124 reviews
84 hotel reviews
Reviews in 66 cities Reviews in 66 cities
47 helpful votes 47 helpful votes
2 of 5 stars Reviewed October 26, 2012

My wife and I went with a large (~50 people) wedding party and most of us stayed for a full week. We were there at the tail end of the Tupperware conference. Beware with the resort credit that you do have to pay an 11% tax on however much of the resort credit you use. And use of the resort credit is very limited if you want to use it for anything other than spa treatments or excursions. The problem is the spa treatments are priced at more than twice what they would cost in the US and fill up quickly and the excursion availability is limited. You will find only a small amount of credit can be used towards jewelry that is very highly overpriced. And in the gift shop you can only use the resort credit towards one pre-package set of tequila and one pre-package set of cigars. You can't use it towards anything you might actually want like good tequila, souvenirs, sunscreen, or bug spray.

The transport to and from the hotel left me feeling nauseated from the drivers hitting the gas pedal, then letting off the gas pedal completely every 5 seconds, causing a jerking motion for the entire 2 hour ride. I watched and the RPMs of the van went from 1500 to 2000 and back to 1500 on about a 5 second cycle. And I had to check on the guy who was driving us back to the airport at the end of the stay as he was swerving so much he was blocking traffic that was trying to pass us.

The rooms are nicely appointed and I like that they have liquor bottles in the room for you to make your own drinks even though I never used them. The doors are very poorly insulated though so you can hear the tiniest sounds from the hallway: people talking, luggage being wheeled, etc.

Make sure to book all your spa and excursion appointments as soon as you arrive. Even though we did this, there were some excursions and spa treatments we couldn't do because they were completely booked up. The excursions that you can use your resort credit on are only offered on a couple days a week.

The spa treatments that my wife had she enjoyed immensely. I heard similar comments from others in our group but I did not partake in the spa. The resort does have one of the best gyms that I have used while traveling. Lots of free weights (though only up to 50lb dumbbells) and any workout machine you can think of.

The pool bar service was excellent. This is the only one I really frequented. The dinners though were extremely slow and the food was at best ok. When I say slow, we spent an hour and a half waiting for our food to come out at El Greco and it wasn't crowded there when we arrived. It was probably the worst restaurant we went to their. Trattoria had better food but the service was still bad. And when we ate as a group of 20 or 30 at a time, the wait staff seemed like they had no idea how to handle us. The best food I had was when we had a private event in the conference center that was buffet style with hors 'd oeuvres.

At the last dinner, many of us had several hundred dollars in resort credit left over because we couldn't use it all. So we asked to buy some of the premium wine at the restaurant. The wine was priced at between $105 and $160 a bottle for wine that would cost $45/bottle in restaurants in the US... Oh and we had to wait 30minutes for the wine bottles to arrive while the wait staff chatted together at the front of the restaurant.

We won't ever stay here again, even after it turns into a Hard Rock

Room Tip: Try not to get a corner room. The corner rooms don't have a hammock because of the shape of the...
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  • Stayed October 2012, traveled with friends
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 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.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, October 29, 2012
Thank you for taking the time to share your review.
We regret to know that your experience at our resort was not of your entire satisfaction.
We would like to have the opportunity to do the proper follow up on your case.
We are sending you a private message.
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Albany, New York, United States
1 review
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed October 26, 2012

This was the 3rd trip to aventura for my wife and I in the last 8 years. The aventura is great and I echo all the great things that people have to say about it. Here are the few things that changed and was a problem for us.
1. Resort is no longer completely adult only. One section now has families and was renamed aventura cove. My wife and I plan to stick to adult only resorts so we probably won't return.
2. On our first 2 trips, we were instructed by the front desk(at check-in) not to tip becasue its included in the package. This was awesome and made for a stress free vacation. I never had to worry about having money. That policy has changed and we noticed that some staff hung around/lingered waiting for tip after providing certain services. I don't like having money on me or tipping and would gladly pay more for the package to not have to carry cash. This is a major factor for us. Becasue of the added "pressure to tip" I'm afaraid we won't return to aventura.
3. We noticed a difference in the variety of food available and the quality also decreased. I'm comparing it to our previous 2 visits and detected noticable changes. Nothing was bad but I noticed that things have changed over the years.
4. Becasue of the seperation of the cove section, the resort didn't feel as large and grand as it did in the past. One of the things that seperated it from other resorts was how large it was and that is now gone.
5. Rock wall was not available during our stay(out of order). We noticed that may activities(on the property) available in the past were "out of order" during this stay.

With all that said here are some of the positives:
1. There was a problem with our reservation at check-in(they didn't know we were coming) but they resolved it and bumped us up to a concierige level room. That was great of them. We took advantage of those services.
2. It was my 8 year anniversary and they gave us some of the honeymoon package benefits. There was a special Honey moon breakfast and dinner. It was a great way to spend our anniversary.
3. Drinks were top notch. I discovered a new drink called the hummingbird. It is highly reccommended.

Room Tip: concierge level is worth it.....try to get a room to the far end of the spa side, your balcany view...
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  • Stayed October 2012, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 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.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, October 27, 2012
Thank you for taking the time to share your detailed review. Thank you for choosing Aventura Palace to stay in this joyous occasion.
We strive to provide you with the best possible service that is why we thank you for pointing out what you consider both our strong and weak points.
You can be sure that your comments will be shared with our General Manager and the areas involved.
We are glad to know that you enjoyed the honeymoon special amenities and services; we hope that you will give us the opportunity to welcome you back to show you our improvements.
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Myrtle Beach, South Carolina
Reviewer
4 reviews 4 reviews
Reviews in 2 cities Reviews in 2 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed October 23, 2012

This was a last minute getaway for my husband and I. The room had a great view of the ocean. The food was ok. Dinner was the best. We had resort credit we used in the wonderful spa and my husband took advantage of a scuba tour. Overall it was very relaxing. I would suggest brushing up on your Spanish!

  • Stayed October 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 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.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, October 24, 2012
We are very glad to know that you had a nice and relaxing getaway here at Aventura Palace and that you were able to enjoy our Spa and the scuba tour. Thank you for taking the time to share your kind comments.
We are looking forward for the opportunity to welcome you back in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Fort Worth, Texas
Senior Contributor
23 reviews 23 reviews
10 hotel reviews
Reviews in 11 cities Reviews in 11 cities
14 helpful votes 14 helpful votes
4 of 5 stars Reviewed October 23, 2012

Great service, food & rooms! The spa was amazing and the $1500 in resort credits covered everything!! It does not have a sandy beach which was the only thing I didn't like. Premium alcohol is served but you have to ask for it because they keep it under the counter.

  • Stayed October 2012
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 4 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.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, October 24, 2012
We appreciate you taking the time to share your comments about our resort. It is great hearing that you were pleased with the service provided by our staff and that your room was of your liking.
Although there is no beach we hope that you have enjoyed the many activities that can be done at the beautiful inlets.
We hope to have the opportunity to welcome you back soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Joplin
1 review
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed October 23, 2012

We were at the Aventura Spa Palace with another couple and some of the service providers really stood out to make our trip great: Miguel Gonzales at the front desk was invaluable in helping navigate any problems. Some of our memorable wait staff was: Teozol & Don Jose at the Momohan & El Greco; Pamela at the Italian Restaurant & Maria at the Spa.

  • Stayed September 2012, traveled as a couple
    • 5 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 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.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, October 24, 2012
Thank you for taking the time to share your short and sweet review and to mention our staff members who provided excellent service.
We are very glad to know that you had an enjoyable vacation at our resort and we hope to have the opportunity to welcome you back.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Frederick, Maryland
1 review
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed October 22, 2012

We just returned from a fabulous week at this amazingly relaxing resort! We went with 4 of our best friends (2 were on their honeymoon) and it was perfect for all of us to do certain things together and very romantic when each couple wanted "romance". The food was good but we asked for a few special meals served on the beach and we were given great food and 1st class attention! The spa was the best ever and I had the most amazing treatments! The staff around the entire hotel made it the most pleasant week ever, there isn't enough room to rave about all of them! We also had our first Mexican wine tasting there and it was so educational and enjoyable (we even found we liked a few of their wines!) Can't wait to go back!

  • Stayed October 2012, traveled as a couple
    • 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 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, October 24, 2012
We are delighted to know that you had a fabulous vacation here at Aventura Palace. Thank you for taking the time to share your kind review. It is great to hear that you relaxed at our wonderful Spa and that you enjoyed the service that characterizes us.
We are looking forward to welcome you and your friends back in the near future.
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:
#10 Spa Hotel in Puerto Aventuras
#10 Romantic Hotel in Puerto Aventuras
#10 Luxury Hotel in Puerto Aventuras
#11 Top resorts Hotel in Puerto Aventuras
#12 On the Beach 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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