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“Beware of the bellmen at the spa palace” 3 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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Hotel amenities
Special Price
35% OFF + $1,800 CREDIT
Ranked #13 of 16 Hotels in Puerto Aventuras
Atlanta, Georgia
2 reviews
2 helpful votes 2 helpful votes
“Beware of the bellmen at the spa palace”
3 of 5 stars Reviewed November 27, 2012

Beware of the bellmen at the spa palace. Upon arrival they took our bags as our room was not yet ready. By the time we got to our room-many hours later-I discovered my iPhone had been stolen from my luggage. Foolish me left my iPhone in a zippered compartment of my luggage as it did not work within the country. We notified the front desk as soon as it was discovered and they assured us they would do an investigation. Their investigation resulted in nothing. As they said, the bags were in a public location and could have been breached. My advice is keep your valuables with you at all times or locked in a safe or don't bring them to this place. The overall quality of the place was average at best and because this location does not have access to a beach it's not a location I'll ever return to.

  • Stayed November 2012, traveled with friends
    • 3 of 5 stars Value
    • 2 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 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, November 28, 2012
Dear David A, we would like stress our most sincere apologies that your vacation may not have been everything you would have hoped for. It saddens us that a valuable item was lost upon your arrival and we regret that this has affected your perception of Aventura Spa Palace. We cannot stress to our guests enough to keep all valuable with them at all times. We did conduct a full investigation and we would like to mention that our Resort operates under strict property lockdown procedures, by which all staff members, including management, go through an extensive screening process daily upon exit. Please be informed, we are in no way, taking your dissatisfaction lightly we regret to know about your perception; we have sent you a private message so we can discuss the matter further.
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3,801 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    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 (541)
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English first
Toronto
2 reviews
Reviews in 2 cities Reviews in 2 cities
11 helpful votes 11 helpful votes
5 of 5 stars Reviewed November 26, 2012

We were at Aventura Spa with another couple the week of Nov. 17th to 24th. I loved the Palapas where we could relax in the shade and watch the ocean. We were always able to get a place to sit, but I did see many towels on chairs that were not being used. Our friends enjoyed snorkelling in the lagoons and the layout of the `beach`area is very restful. Food was excellent from the seafood at El Greco to the Mexican at La Hacienda, not to mention the Sashimi at Mo Mo No Hanna. We also went to the Chefs Dinner which was very entertaining. Be sure to get in to the Vacation Planners on your first day,that is really the only downside to the resort. Booking Spa, golf or trips seems to be the most difficult thing to do. We enjoyed walking from the Spa to the Cove, especially after our meals! We took the Shuttle into Play Del Carmen and spent time there shopping and had lunch at Playacar Palace. Palace staff go the extra mile to make sure you have a great vacation. Special mention to Salvador and Paulina!

  • Stayed November 2012, traveled with friends
    • 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 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, November 28, 2012
Dear Jonmarcon, Thank you for the review. It’s great to receive reviews that mention the restaurants and popular locations as well as important tips! This provides key information to future guests before travelling as well as let us knows what our strengths and weaknesses may be. As a result, customer satisfaction is greater. We are so glad you enjoyed our inlets and beach layout. It also great to hear that our staff provided you with the customer service we are known for, its gives us great pride when our staff is personally mentioned in reviews. We will let Paulina and Salvador know you took the time to mention them. It is very important to all the staff at Aventura Spa Palace that our valued customers return home with the best vacation memories.
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Denton, Texas, United States
2 reviews
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed November 25, 2012

My wife and I just got back from a week long stay at Aventura Spa Palace. It was incredible. Our room was beautiful and had an ocean view. The food was really good and everyone there was there to serve you. I literally have nothing negative to say at all. There was always somebody there to answer questions or help you have the best experience you possibly can.

I was concerned because I was planning this vacation on a budget, but I didn't want it to feel like I was on a budget. My travel agent, Mitch at tripguy.com really reassured me that this property would be a wonderful experience without the cost of some of the pricier resorts. When we landed in Cancun, there was a Lincoln Navigator limo waiting for us, a gift from the travel agent. What a great way to start a Honeymoon.

I would highly recommend this resort and definitely want to plug tripguy.com for their great service in helping me plan the best vacation possible without being too incredibly expensive.

Room Tip: The third floor is the place to be. Awesome views of the Caribbean.
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  • Stayed November 2012, 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 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, November 28, 2012
Jaye H, thank you for the great review. We are so glad we were able to make such a special occasion so wonderful for you. It is a great pleasure to know that all the details of your honeymoon were perfect. Our staff is always happy to serve our valuable clients for any occasion whether it’s a honeymoon, anniversary or a well deserved vacation. It will be our pleasure to host you and your family once more for your next vacation. We look forward to seeing you again.
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Huntington Beach, California
1 review
6 helpful votes 6 helpful votes
2 of 5 stars Reviewed November 25, 2012

We were at the spa and had difficulties from the beginning, Weren't allowed to upgrade to concierge level even though we were assured we could we when checked in. Told it was full, then told only a number of rooms available but being saved for people who paid full price. Because we booked on the half price promo we were put in the farthest building possible from all activities (tuba). Roach in our room, hubby killed it, I called the desk they said it was probably some other kind of bug and to keep the slider closed. Went to the sales presentation, after we told the 4th person we weren't interested and the problems we encountered the last guy said "you only paid half price and should expect mediocre at best" they won't be up to speed until they are Hard Rock but need to collect 40 million dollars from those of us paying half price and were offended when we said no.
This was our first trip to an all inclusive and probably our last. The food was really bad and the spa doesn't have enough people to accommodate the guest.
Use your hard earned vacation money on a resort that isn't in transition. A lot of construction

  • Stayed November 2012, traveled as a couple
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 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.
Providence, Rhode Island
Senior Contributor
41 reviews 41 reviews
9 hotel reviews
Reviews in 19 cities Reviews in 19 cities
16 helpful votes 16 helpful votes
5 of 5 stars Reviewed November 25, 2012

We are so excited to return to Aventura Spa Palace again next week for our sixth time. This time we are bringing family and friends with us. For the past few years we have been tellling them what a wonderful place this is - the service, entertainment crew, food, spa etc.- so we hope they feel the same and llove it as much as we do!!! Of all the Palace Resorts - it has been our favorite! It is the perfect size resort - not too big - not too small. And it has a nice variety of restaurants so you never get tired of the cuisine. We hope that the change over to Hard Rock hasn't changed the excellent service that gets us to go back year after year! Can't wait!! - Don and Cathy Harrington

Room Tip: Rooms on the southern part of the spa side are more centrally located. The most northern rooms are q...
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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
    • 4 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.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, November 28, 2012
Dear Cat112chl, thank you so much for your wonderful review, we can’t wait to be the host for you and your friends on your upcoming vacation. We are so grateful to all our loyal guests and we will make sure that you experience the luxury and service you deserve. Service is our top priority whether it is Palace or Hard Rock; we are here to make sure you go home with the greatest vacation memories! See you soon.
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Calgary, Canada
Senior Contributor
33 reviews 33 reviews
24 hotel reviews
Reviews in 24 cities Reviews in 24 cities
32 helpful votes 32 helpful votes
5 of 5 stars Reviewed November 24, 2012

We traveled to Adventura Spa during the week of Nov 15-23. Overall I would rate this resort as a High 4 Star but not quite a 5. They have let a few small items slip but I think that with the change to the Hard Rock perhaps these will improve. They are so minor as to not even warrant a conversation.

If you are traveling to Cancun be prepared to line up for a long time if you happen to land at the same time as another flight. We ended up waiting for over 2.5 hours in line just to clear immigration then had to again line up with our bags to leave the airport while they again scan your bags with the xray. The whole process seems rather ironic to me. But in the end Cancun is a great area in Mexico and there are some great resorts.

As for the Adventura Spa. The day after we got there was my wife’s birthday so upon our arrival I immediately went to the Public relations desk (Concierge desk) and spoke with a fantastic young man named Jorge. I explained that I wanted a special dinner for the next night and that maybe we could have a cake as well. He basically told me not to worry about anything and that he would take care of it…. and take care of it he did. Jorge was amazing! Not only did he arrange for that night but my birthday also fell during our stay and my wife arranged secretly to also surprise me. Again Jorge went above and beyond. The best part of dealing with him was his fantastic CAN-DO attitude. I don’t think he would ever say sorry can’t do that. Many thanks to Jorge; he made our trip worth every penny. Hopefully someday he will be promoted and maybe run the entire Hotel !!! Jorge, you were amazing, thanks again!!

Not too sure what the complaints are in some of the other reviews about the food but we found it to be excellent. Guess it just depends on how fussy you want to be.
Be sure to get in to see the Vacation Planners immediately upon your arrival as the Spa books up fast! We were able to enjoy a few treatments but missed out on more as we waited till the next day.

A trip to Chitchen Itza is a must if you are visiting the area but be prepared for a long day as it is a 3 hour drive in each direction. Still worth it though to see those fantastic structures
Pool staffs were also great. Anna was always friendly and had a great smile. The staff never pressured you to do any of the events, if you wanted to do them great if not no problem. The pool water temperature could have been a tad bit warmer as it was to say the least refreshing. Downright cold would also be accurate.

Overall the Adventura Spa did not disappoint. It is a huge resort that is split into two separate areas, one with kids and the other Adult only, which was a very nice feature not having screaming kids around all day. I would highly recommend the upgrade to the Concierge level and enjoy the 24 hour room service. We had breakfast in our room every day and it was a great treat. I would not hesitate to recommend this hotel but watch your costs as the price can move easily.

Brian & Dallas

  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 4 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
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, November 28, 2012
Dear BrianandDallas, thank you so much for the great review. Our guests comments are very important us, as your comments and suggestions helps us know how we are doing in terms of service and facilities. We are so happy to know that Jorge in Public Relations was able to help the two of you enjoy wonderful birthday celebrations during your stay. We will be sure to let him know you appreciated his can-do work attitude. We are very glad to hear you were able to use our Spa and the Chichen-Itza tour provided by our Vacation Planners. We are also happy to know that Anna was able to give you a smile on your poolside days. We hope to be able to host you once more on a future vacation.
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Nashville, Tennessee
1 review
12 helpful votes 12 helpful votes
1 of 5 stars Reviewed November 24, 2012

We booked a two part honeymoon.... Half in Napa and half in Mexico. Thank goodness because the time in Mexico at the Aventura Spa Palace was full of hassles, time share sales and bait and switch tactics. From check in to check out we were faced with intentional confusion and room charges for things we didn't participate in. Also the resort credits are bogus. The spa services and wine lists are grossly overpriced so your credits don't go far... And in true "bait and switch" form, an 11% service charge has to be paid in cash on any service or purchase. We will be battling this resort over charges long after we have ended our stressful stay.

As for the rooms.... Clean, but no amenities. Don't expect luxury... No matter what floor you are on. We arrived to find no hot water and a clogged sink.

The pool is nice but in need of renovations and new chairs. Ants are everywhere. Sure drinks are included, but frozen drinks are served melted in plastic cups typically found in a school cafeteria.... Luxury all inclusive?? Far from it!

Take our advice and find a resort who cares about the comforts of their guests.

  • Stayed November 2012, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 12
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, November 28, 2012
Jenn1234ifer, we would like to start by thanking you for choosing Aventura Spa Palace for celebrating such a special occasion. We are very disappointed to hear that we did not live up to your expectations as a honeymoon destination. We regret to hear the inconveniences you experienced with your check-in and out as well as the use of your resort credits. I would like to assure you that your comments are of great importance and they have been passed on the key staff in the organization. We hope that based on your comments, proper changes can me made so that one day we can host you again and we can fulfill your vacation expectations. We have sent you a private message to follow up on with your case.
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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 Luxury Hotel in Puerto Aventuras
#10 Spa Hotel in Puerto Aventuras
#11 Top resorts Hotel in Puerto Aventuras
#11 Romantic 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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