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“Still one of our most favorite resorts” 4 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 15 Hotels in Puerto Aventuras
Tampa
Contributor
13 reviews 13 reviews
6 hotel reviews
Reviews in 10 cities Reviews in 10 cities
39 helpful votes 39 helpful votes
“Still one of our most favorite resorts”
4 of 5 stars Reviewed December 31, 2012

We are Palace Premier members and booked a Presidential Suite for the week of Christmas. We were given 3801 and 3803 in the Piano building. This was a wonderful suite with an amazing view. Unfortunately I had a hip injury and could not do alot of stairs or walking to the elevator. Lucelly our concierge was wonderful and moved us to a first floor suite 1800/1802 in the same building and it was wonderful as well. A short walk to the yoga hut and beach area. We traveled with another couple who were delayed for a couple of days due to airline mechanical failures and she was so concerned and helpful. I recommend you find a travel planner immediately once you arrive as the spa and salon booking system is challenging and appointments are hard to get and mistakes are made. So be flexible. Their internet system has certainly gone downhill. We could not get coverage in our suite and some days not even in the beach area. But as always the service was amazing. If you are into massages let me recommend Victor Cruz or Omar. Wonderful! Our rooms were wonderful but surprisingly they had flat panels in the bedrooms but an old relic in the Living room so using the DVR was a bit of a challenge. But how much time do you really spend in the suite anyway. Our biggest pet peeve was you could never get chairs at the main pool because I am convinced people come out in the middle of the night and put out their towels and other items to save the chairs. The worst of it is sometimes they never show up to use the chairs. Thankfully there are other pools and the beach areas but there must be a system to prevent chair hoarding...We heard all about the Hard Rock partnership. Personally that is disappointing but I am sure there will be a total remodel but will change the ambiance of the resort. On this trip the resort credits were great because I could take advantage of the spa even more! The mexican restaurant and the asian restaurant were not impressive and this trip we didn't do the italian restaurant because the service was so bad the last time we visited. So we were happy sticking with the Greco. The service in there was always perfect.

Room Tip: If you prefer quiet go with the Piano building, third floor. Presidential suites are the best.
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  • Stayed December 2012, traveled with friends
    • 4 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 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Guillermo G, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, January 4, 2013
Dear Tampa Traveler


Thank you for your comments and taking the time to give us feedback, as you know is really important to us all the information that guests can provide as it help to revamp our processes.

We are glad to hear that for the most part you were satisfied with your stay, Will pass your advise to our chef.

And as you can see even during this transition we are keeping up our standards and will only get better with time.

We are glad to know that your expectations were fulfilled; we look forward to the opportunity to welcome you back and always provide you with the experience you deserve and have come to expect from us

Best Regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,792 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 (539)
Date | Rating
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  • French first
  • German first
  • Italian first
  • Japanese first
  • Portuguese first
  • Spanish first
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English first
Hendersonville, North Carolina
Contributor
13 reviews 13 reviews
4 hotel reviews
Reviews in 8 cities Reviews in 8 cities
31 helpful votes 31 helpful votes
4 of 5 stars Reviewed December 31, 2012

My husband, son, daughter-in-law and I spent Dec.26-30 at this wonderful resort. We were initially nervous about booking here after reading so many negative reviews. Our travel agent from Liberty Travel, Jen, made sure our vacation was everything we were hoping for. Upon arrival at the hotel, we were graciously welcomed by Veronica Veldes who told us to call her with any problems or questions. Our rooms were exactly what we paid for, ocean view and in a great location.

Most meals we ate at El Greco, which is a buffet. We were able to find many wonderfu,l healthy selections , including vegetarian items. Food is plentiful, tasty and fresh. Trattoria, the Italian restaurant, was good but the portions were very tiny. My husband ordered a house salad which was 3 inches in diameter and included a piece of fried cheese. I'm not exaggerating! The cream brulee was excellent! Our server Pamela was absolutely delightful! She anticipated everything we might need and we could tell she enjoyed her job. The Japanese restaurant Mo Mo Hana was a special treat for sushi lovers. The portions are large
and the service was great. We especially enjoyed the abundance of fresh fruits every morning at the breakfast buffet. There is something for everyone!

We booked massages and a haircut at the spa and were very pleased with the service we received. In addition ,the fitness area was well taken care of. The main pool was always crowded and but we found chairs at the 'volleyball pool" everyday. It was a more quiet location and less crowded. By about 7:30 each morning most of the chairs were 'saved' with towels and magazines.

The people who work at ASP are very dedicated to their jobs and want to go out of their way to please the customers. I was looking for a place to get a bucket of ice one evening since the ice machine was empty and I asked a worker, Asuncion, where I could find an ice machine. He took the ice bucket from me and said he would get some and deliver it to my room.

It was nice to have a refrigerator with soft drinks, water and mixers, and beers. The liquor dispensers made it so convenient
to have a cocktail on our balcony.

This was truly an all-inclusive vacation!

Room Tip: Room 3515 is between the two resorts and we could listen to the music at Spa Cove when we were sitti...
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  • Stayed December 2012, traveled with family
    • 4 of 5 stars Value
    • 4 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 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Guillermo G, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, January 4, 2013
Dear NancyW1955

We are glad that you did not listen to the bad reviews and that you had a great vacation at the Aventura Palace, most of our guest end up very happy with all the options that we offer specially our 7 restaurants and then the great spa services that we offer.

And even that you stayed during one of the busiest times of the year we still made your vacation a great experience.

We are glad to know that your expectations were fulfilled; we look forward to the opportunity to welcome you back and always provide you with the experience you deserve and have come to expect from us.

Best Regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Regina
Contributor
20 reviews 20 reviews
3 hotel reviews
Reviews in 6 cities Reviews in 6 cities
35 helpful votes 35 helpful votes
5 of 5 stars Reviewed December 31, 2012

So glad that we decided to give Mexico and the ASP a try for our Christmas vacation. Despite some bumps at check in time our entire week at the resort was incredible. The restaurants were very good, got in every time without long waits, entertainment each night was enjoyable and the spa was out of this world! The therapists in the spa did an incredible job - my Mom and I felt like queens for the day. Even though the pools were not heated, they were refreshing and enjoyable in the hot days sun. The gym nicely overlooks the indoor pool and hot tubs which was nice too. The smoothie bar was so refreshing for those times when you didnt want an alcoholic drink. The coves along the water were fun to kayak and snorkel in and we saw quite a few fish. We missed not having a sandy beach to walk on but were so busy on the resort and offsite so much that really we didnt miss it enough to warrant staying elsewhere for that alone. There was no construction that affected our stay, so however the transition to Hard Rock is taking place it never affected us at all. Definitely a great resort and the staff here were INCREDIBLE. They provided service like I have never experienced at an all-inclusive. Pulled out our chairs, placed napkins on our laps and were always watching to ensure we had drinks, removed finished plates. Will be hard to readjust to life at home!! We definitely want to go back here again!

  • Stayed December 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.
Guillermo G, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, January 4, 2013
Dear Shelly Ann

We are very happy that you enjoy our hotel so much, we achived exactly what we wanted that was make your mom and your self feel like queens. Thats what gets us motivated to do even a better Job. We probably don't have a sandy beach but like you experience we have so many other activities and a great service that you realy dont need it.

We hope to have you and your mom back soon with us.

Best Regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Wyckoff, New Jersey
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed December 31, 2012

This was our third trip during the Christmas Holiday (Arrived December 22nd and departed December 29th) to a Palace /HardRock Resort so we had a pretty good idea of what to expect. We had 3 adult children and their significant others for a total of 4 rooms. We booked our trip in November and were able to take advantage of a fantastic pricing offer.
The facility is clean but a bit tired. The rooms are fairly spacious. Our check-in went without a hitch. Since we know the drill, we immediately booked all of our spa treatments and golf for the week. We were able to obtain all of the treatments at the times we requested and also used all of our resort credits. The Spa is very good. Our children enjoyed the beach/pool activities and bars.
The staff could not have been any more helpful or pleasant - they were terrific.
The food quality and variety was good. Not gourmet, but solid. There were waits of about an hour for all dinners after the post Christmas Day arrivals.
My wife and I played golf every day. Resort credits can be used at Playacar and Riviera but Moon Palace is no longer available. Playacar is about 20 minutes away and we played it 3 times. Challenging course but it gets a lot of play during the holiday period with hackers trying to use their resort credits making for long rounds. Book early tee-off times!!
We played Riviera once. It's very challenging and well maintained but is almost an hour away.
We also played two other courses on our own. They were expensive but worth it. Mayakoba - immaculately maintained and very pretty - and Grand Coral - also very nice.
One frustrating thing is the slowness of staff response to any inquiry regarding a booking. I don't know if it's due to poor IT systems or poor training, but there's an inordinate delay even if you have a reference number. Lots of computer "churning" until they are finally able to confirm your appointment.
As indicated by many others, the services are significantly overpriced when viewed alone, without the benefit of resort credits. Wine upgrades are ridiculous. A bottle of Ravenswood Zin for $120 and Zuccardi Malbec for $169 are 12 times the retail price. Obviously these prices are intended to utilize the resort credits.
All-in-all, a really enjoyable trip with a lot of activities and excellent weather at a very good price.

  • Stayed December 2012, traveled with family
    • 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.
Guillermo G, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, January 4, 2013
Dear rrapport

On behalf of the Aventura Palace, we would like to thank you for taking the time to send your comments and feedback about our resort.

We are glad that you enjoyed your stay and the great food and the famous Mexican service
And our great golf courses

We hope that you will give us the opportunity to host you again at any of our resorts in Mexico and the Dominic Republic.

Best Regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Calgary, Canada
Senior Contributor
30 reviews 30 reviews
17 hotel reviews
Reviews in 14 cities Reviews in 14 cities
49 helpful votes 49 helpful votes
5 of 5 stars Reviewed December 31, 2012 via mobile

We decided to get away for Christmas this year and found a deal on itravel ( sunwing). We paid 4000 for a week with flights from Calgary. Our flights were a mess and we won't fly with sunwing again, but the hotel was perfect. We have booked our wedding here for next year!

We had a garden view room on the 2nd floor of the "Clarin" building, great central location it was a 2 min walk to the lobby and 2 min walk to the main pool area. We looked at room on the far north side ocean view it was nice but not worth the extra cost for us. We don't spend much time in our room. We used most of our 1500 room credit I went to the spa, we had a romantic dinner out and my boyfriend went to swim with the dolphins. We could have gotten more but we really just wanted a chill out by the pool sort of vacation and there was so much to do right on the resort property, that I did not feel a lack of things to do. We had no issues booking the spa or tours with our credits but we did that on our first day.

It was about an hour from the airport and is couples focused so you don't see the the party-time teens gone wild crowd that you get in Cancun. We stayed on the adults only side and for us not having little ones, it was nice.

Pros:
Amazing staff. Shout out to Angela the server in the main lobby, Maria the hostess in the pizza, pasta and wine restaurant
Nice, clean rooms with comfortable beds. (ask for a mattress topper)
Great food and lots of restaurants to choose from and the buffets are great and you have 24 hour room service.
Top shelf booze and lots of bars and servers.
Large grounds with many gardens and quiet spots.
1500 in room credits we're really nice to have and did save us quite a bit on things we would normally do.
Free calls home from your room.
You can exchange your cash for a great rate right at the front desk and the ATM is Citibank.
Free shuttle to Playa Del Carmen on Thursday.
No cats or wild Mexican monkey things running around ( like other resorts in this area)

Cons:
Man made beach ( no long walks on the beach)
Only one outside bar for night time. Gets crowded.
Lobby has no ceiling fans and is closed roof so gets hot. ( we understand this will change with the hard rock hotel Reno)
They are a bit pushy with the sale of their club memberships. We had 2 calls to our room to get us to the presentation.

Tips:
See the vacation planner when you first arrive and book your room credits.
Don't pay extra for ocean view room. It's not worth it. Garden view is just fine.
Tip your serving staff they deserve it and 20 peso will go a long way.
Be patient with the staff, they have grown quickly and some staff have very limited English. We found that some guests were quite rude and became frustrated with staff for no reason I had to remind these folks that we are in Mexico.

Stayed December 2012, traveled as a couple
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Guillermo G, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, January 4, 2013
Dear happy_mexico

It is great that you find a great deal to come to our resort and Discover why this hotel is so popular and the more you travel through mexico you will notice the diference with the other hotels in Mexico.
The Aventura Palace is just great value. We are glad that you got to experience all the benefits that we have that nobody else offers, like the 1500 resort credits that here you can use them all of them at the spa if you wish and the 7 restaurants plus our great service.

Hope to have you back soon.
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Boston
Reviewer
5 reviews 5 reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed December 31, 2012

I and my boyfriend go to Mexico Palace resorts every December for the last 4 years. We stayed in Beach Palace, Cancun Palace, Isla Mujeres and Sun Palace. Visited Aventura Spa and Playacar Palaces for day trips. All in all, Palace Resorts are nice and clean, food varies, some have beaches (Beach, Moon and Cancun Palaces), some - don't (Aventura Cove and Spa, Isla Mujeres and Playacar). If we had to pay full regular price, I would give rating 3.5, but for the price we paid the value was great - there was a very good promotion, plus you could use all $1500 resort credits in the spa, and their spa is really good. We were greeted nicely upon arrival, and had a "member check-in" - didn't wait in the "general" line. The check-in was smooth, though we didn't get the room with a king bed, as we reserved, but with 2 doubles (which are really small, we are not big people, but felt pretty tight in that double bed). We requested to change to the room with a king bed, but none was available at the moment, they put us on waiting list. It took 2 days and number of calls to get the room we needed, but we finally got it. I have to say that even with some disconnection between staff members, the service was very good - they really tried to make our vacation nice and showed in every possible way that they were aware about our inconveniences, tried to resolve them and compensate for them - they send the fruit basket, the extra bottle of wine, were very nice and attentative. Due to the great promotion resort was almost full, and you can tell that it was a great strain on everybody working there - the waiters (few of them just dropped things), concierge, housekeepers, room service. I felt very sorry for them - they worked 2-3 shifts, were very tired, and it wasn't their fault that the management couldn't or didn't want to hire more people for this extremely busy season. All staff members worked hard to do their best and tried to be as nice as possible. I'm very grateful to them.
The resort grounds are very nice and clean; we enjoyed walking in Spa and Cove during the day and at night, enjoyed beautiful views and stargazing.
The food was very good - we enjoyed buffet and dinner at El Greco; dinners at Mo Mo Na Hana, La Tratoria and Mundaca were excellent. There were difficulties in getting a reservation in La Tratoria, but if you come at 6 or at 9, you most definitely will get a table.
Spa was great - you can spend there the whole day; massages and facials were of the greatest quality.
There is no beach, but lagoon is nice, you can swim and snorkel there, though, no waves. There are many pools and canals there and despite the fact that resort was almost full (90% occupied), we did not feel crowded anywhere.
We went to 3 shows: Mexican, Circus and Break Dance. All 3 were superior - extremely professional, Circus - very funny.
Few of our evenings we spent in Aventura Spa Lobby - there was very nice grand piano player; every night different band performed jazz, rock, Latin music. Many people were dancing - it was really nice.
To summarize my review:
Cons: some disorganization due to extremely high occupancy - the management should be better prepared for this type of things; no beach.
Pros: beautiful grounds; nice and clean rooms; very comfortable beds; very good food; very nice and accommodating staff; great entertainment; very good gym; great spa.
It's a challenging time for the resort now, when it is converting to Hard Rock. We'll wait for a couple of years and will come back to see how it got better (hopefully :) ).

  • Stayed December 2012, traveled as a couple
    • 4 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 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Guillermo G, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, January 4, 2013
Dear VictoriaKBoston

We are so happy to hear that you had a great time at our resort, we are glad that you enjoyed your room and all the acomodations. And yes we were a little busy in December but sitll we manage to provide you with great service. And that make us very happy because as we are going to the transition to Hardrock, still we are able to keep our standards and we are getting better everday.

Please come back soon we will be waiting for you.

Best Regards.
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Evanston
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
5 helpful votes 5 helpful votes
3 of 5 stars Reviewed December 31, 2012

The key problem areas: Rooms here differ significantly, if you care about ambiance. Unfortunately, despite the fact that we booked "Superior Deluxe Ocean View" rooms, we dealt with difficult and time consuming haggling for our first two days in order to be satisfied. Quite stressful. Should have been resolved more quickly and effectively. Only second and third floor rooms should be designated "superior deluxe ocean view", so being speciic with your request is advised. A lounge chair, which should be a basic at an upscale resort, was frequently quite difficult to obtain. Chairs were particularly scarce in shady areas, critically important to many guests in the middle of the day. This was quite aggravating for a number of guests, and not only caused distress and disatisfaction, but created animosity among the guests, who resorted to "stealing" chairs from each other. This issue has been raised in negativeTrip Advisor comments, yet nothing is being done to rectify the situation. My husband and I scheduled a hot stone massage for couples, which simply meant we shared a room. For this "romantic" option, we were chared $100 (credits) more than had we scheduled two single experiences. A distasteful and unjustifiable overcharge. While I enjoyed the morning yoga classes, there was no option for novice practitioners. It would be wise (and safer) to have a beginners class, as well as intense class, for those who are newer to yoga. On the plus side, the weather was great, the staff was couteous and efficient, the grounds were immaculate. We will not return, but hope that the issues we've raised will be addrssed by management and afford future guest a better experience.

Room Tip: Third floor, ocean view, away from the very noisy pool, overlookinig vegetation, is ideal.
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  • Stayed December 2012, traveled with family
    • 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.
Guillermo G, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, January 4, 2013
Dear Carolyn55

On behalf of the Aventura Palace, we would like to thank you for taking the time to send your comments and feedback about our resort. Feedback is extremely important to us as it helps us know how we are doing in terms of service and facilities.

Please be informed, we are in no way, taking your dissatisfaction lightly we regret to know about your perception however you may rest assured that your comments have been shared as well with key Staff in our organization, most importantly including our Management Team.

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

Regards.
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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 Luxury Hotel in Puerto Aventuras
#11 Romantic Hotel in Puerto Aventuras
#11 Spa 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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