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“Great Honeymoon!!!” 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)   |  
Hotel amenities
Ranked #12 of 15 Hotels in Puerto Aventuras
Sioux Falls, South Dakota
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
“Great Honeymoon!!!”
5 of 5 stars Reviewed September 3, 2013

We spent 6 nights here for our honeymoon and wished we had stayed longer. The entertainment crew is amazing and is always getting you involved in the many activities. My husband had never snorkeled before and he loved going out in the cove. When you go out with the crew they bring back all sorts of creatures to hold. We thought the food was great and loved the room service option.
We did do a massage at the spa and we really enjoyed it. We took the bus to playa to the playacar palace to enjoy their beach and walk the streets. I would recommend doing that at least 1 day. Otherwise we stayed on the resort and were never bored.

Rooms are clean and spacious. Only used the jacuzzi once because we we were never in our room. Enjoyed our hammock on the balcony.

Overall I would return to any palace resort. Moon palace and playacar palace have better beaches but we loved the cove at aventura. Great service at all palace resorts!!!

  • Stayed January 2013
    • 5 of 5 stars Location
    • 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.
Penelope S, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, September 5, 2013
Hello Kmbones, thank you so much for your fantastic review.

Our goal is turn your moments into wonderful memories and this time that we did we are glad to hear it, we appreciate all your comments of such an incredible honeymoon.

I will pass on your review to the entertainment team and I will personally tell them how bewitched you are with the snorkeling.

It is good to know that your overall stay was better than your expectations and that you have enjoyed from our services as food & massages.

We hope to see you soon to host you with another amazing vacation.

Regards,
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3,738 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 (521)
Date | Rating
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  • German first
  • Italian first
  • Japanese first
  • Portuguese first
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English first
Germantown, Tennessee
Senior Reviewer
9 reviews 9 reviews
4 hotel reviews
Reviews in 7 cities Reviews in 7 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed September 3, 2013

I stayed at Adventura Spa in June for 16 days, and it was better than expected. Edgar in Mathis Jewelry was fantastic, and Alejandro in spa services gave the best massages I have ever had. Blanco in VIP Presidents services was great as usual. I recommend this resort very highly

  • Stayed June 2013, traveled with family
    • 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
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, September 5, 2013
Hi david j, we appreciate the review from your recent stay.

We would like you to thank you for taking the time to mention many of our collaborators, cause they are the pillars that help us to grow up, we definitely will go back with them to share your kind comments.

I hope you come back soon to host you with another unforgettable experience.

Regards,
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Dayton, Ohio
1 review
4 helpful votes 4 helpful votes
2 of 5 stars Reviewed September 2, 2013

Resort is under construction. We went here for our honeymoon and was told that the place was under construction. We had no beach at this place the one they have in place is like walking on concrete. We where told this was an adult only resort and when we got there we find out there was a kids side and the nice restaurant are on the kids side. The club they have wasn't open so if you wanted night life you have to pay 70.00 per person and go into Cancun to Congo Bongo which means another 140.00 per night just to do something. The entertainment was set up more for kids. We did the timeshare presentation and got harassed because we said no. The food was average. The pool was nice. The service was good. The room wasn't close to what was told it would be. When we did the tour you get to see a room that was being converted over for Hard Rock and it was 110% better then what we where in and I felt that was a slap in the face because we where told to come back when it's Hard Rock and you can have a room like this. We went to our guide and picked out a few excursions and we told her a few things we wanted to do and she picked one for us and it was terrible. We was given a honeymoon package and was shown to a honeymoon desk and was told that we would get something for our honeymoon and never got it. We have wrote a letter to Aventura and complained about the place and was hoping to get something in return for a Terriable Honeymoon and was told to get lost. Don't waste your money on this place no night life no beach and rooms are nothing to write home about. STAY AWAY from this PLACE. The 1500 resort credit is a joke too...

  • Stayed July 2013, traveled as a couple
    • 2 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 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.
Penelope S, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, September 5, 2013
Hello James D, we appreciate customer’s feedback, as it helps us to know how we are doing in terms of service and facilities.

We want to clarify some of the points mentioned on your review. With all due respect in reference to our Resort lacking a beach area, let me inform you that we have information at our official website when we specify that we are located in a cove.

In regards to your comments about children, be informed that we have security staff at the middle of the resort to avoid these situations and if a guest report it, we take immediate actions.

We do regret to learn about your perception concerning the entertainment activities, cause we have many activities available for adults, we moved the club to another location, however we still have it, as you may already know coco bongo tour is an additional activity.

Tours & excursions services are provided by an independent contractor for which the resort cannot be held liable.

We want to apologize for any inconvenience you may have experienced during your stay, rest assured that we will share your review with the MT.

I sent you an inbox with my personal information to contact me for further assistance and to start the follow up.

I hope hear from you soon.

Regards,
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Playa del Carmen, Quintana Roo, Mexico
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 2 cities Reviews in 2 cities
14 helpful votes 14 helpful votes
2 of 5 stars Reviewed August 23, 2013

We are long time members and have stayed at most of the resorts. This one is a dump. Food was average, nothing special. Room had bugs, No air in the lobby and little in the rooms. The resort credits are a joke. the trips set up by legacy are way over priced. I wish we could sell our membership as Palace resorts have gone way down hill. Changing the names doesn't do any good and Guest services never returned any calls. All they want is more money. for more memberships. But they cant even keep the pools clean. There was puke in the pool on 4 out of the 7 days we were there. The staff was told but did nothing.

  • Stayed August 2013, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 3 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.
Alejandro M, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, August 28, 2013
Dear Jerry B, thank you for sharing your comments as they give us the opportunity to address your concerns; we urge our valued members that feel this way to bring their concerns to our Member Service team so they can clarify any concerns regarding their membership and privileges, nonetheless, we have passed your comments to the head of the Vacation Club for further review.

We sincerely hope we can welcome you again soon and give you the VIP treatment you deserve and have come to expect from us.

I will contact you on a personal message to give you assistance.

Best regards,
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Ellsworth, Maine
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed August 20, 2013

Had a wonderful time at this Palace property (converting to Hard Rock) on the Riviera Maya. Travelled with some friends who had not visited a "Palace" hotel in the past. As always, the food and service was amazing. The concierge level was very lovely and the amenities were well worth the investment. As typical, the most challenging thing for the day was finding the pool chair location of choice. Got a sneak peak at the new Presidential Suites with their own private pool on the roof top (WOW). The pool entertainment and all the staff were wonderful. Couples spa selections were fantastic. All in all, had doubts about this location (being so far from Cancun). We typically stay at Moon Palace. In the end, however, it was a very nice location and didn't really miss the fact that we didn't even need or want to go to Cancun. Another trip to Xcaret was amazing as always.

Room Tip: Give yourself a real treat and spring for a Romantic Couples Massage (several hours of pure bliss an...
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  • Stayed June 2013, traveled with friends
    • 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, August 28, 2013
Dear HOTTN, we are glad to hear that you have experienced a wonderful time with your friends here at Aventura Palace. We are proud that our staff exceeded your expectation and that you felt pampered as we strive to always provide a VIP service to all of our guests. We hope to see you soon and host you once again in our new revamped stage.
Best regards,
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1 review
5 of 5 stars Reviewed August 20, 2013 via mobile

I have been to many different resorts in the area and this resort knocks the other ones out of the park! First, the spa was amazing. The staff are very friendly and help you relax to your fullest. The food is amazing! Any restaurant is a good choice! The rooms are very clean and the bar is stocked every day! The most amazing part of the entire trip was the staff. Big shout out to Marvin from the convention centre. He was always ontop of our drinks and anything else we needed. Also William at the swim up bar/ burger shack. He made us feel like royalty and had amazing customer service skills. The staff at the martini bar were exceptional and the event staff were a lot of fun! They made my birthday extra special! Overall the best experience I have ever had in Mexico! We will definitely be back.

  • Stayed July 2013
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 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.
Alejandro M, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, August 28, 2013
Dear MissMartin06, we are thrilled to hear that you had the best time ever in Mexico with us and that our staff made you feel like family. We appreciate the mentions made to Marvin and William and we will make sure to let them know the excellent service they provided and how grateful you are. We wish you once again a happy birthday and hope to see you soon once again. If you have any question or need any information to complete your following reservation, do not hesitate to get in touch with us. We recommend that you keep yourself updated with our official website to know everything about the transition to the Hard Rock brand, the updated pictures and promotions.
Best regards,
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Staten Island, New York, United States
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed August 19, 2013

My first absolutely relaxing experience at the Aventura Spa was last year, July 2012. My husband and I enjoyed the friendly and caring services of the entire staff. This year, July 2913, I returned with 5 of my teacher friends. I was greeted with the most affectionate hug and smile by Marcella. She remembered me and my husband from last year and even asked for him by name; very impressive! Rosie gave us a very friendly welcome too!

I had the most amazing time! Our butler Alejandro was extremely accommodating. He was always available from rearranging spa appointments to picking up an item at the Cove gift shop that was not available at ours. If he was not around Jesus and Carlos were readily available. Thank you Alejandro, Jesus, and Carlos.

Another great experience was when we went to Mundaca/Isla, Jorge Magel, our head waiter as well as Alfonse Pech, Manuel Hernandez, Educiges Balan, and Yair Malpica were very attentive in making sure our glasses were full and our meal were warm and delicious. Victor Acosta Aguilar was great too! He was our waiter at the VIP Cocktail Party. He make sure our glasses were full at all times. William our waiter at the Pool Bar was a fun character. He made sure we were laughing, dancing, and singing during our lunches or snacks. Oh! One night we even had a formal dinner in our room. Our waiters Julio Cesar Dionision and Valemar Bon Jovi served us with an elegant flair! Bon Jovi heard that I missed the Beatles Concert the night before and entertained me by singing a favorite Beatle song. Thanks,guys, for making the evening fantastic.

To top off this amazing vacation I got a beautiful color and cut from the very talented Adelaida, a lovely hairdresser at The Salon. Thank you Adelaida I went home looking and feeling super. I'll be back next July.

  • Stayed July 2013, traveled with friends
    • 5 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, August 28, 2013
Dear FBalzo, we would like to thank you for your amazing comment and also all the mentions to our staff, we will make sure that they receive it personally. We are glad that you were pampered and that you had a wonderful time, as we strive to provide the best service and experience and gain our valuable guest trust. We are happy that you felt like family right upon arrival and we hope to be able to host you again very soon in our revamped hotel. We recommend that you keep yourself posted for future promotions and news about our changes and the opening. Feel free to contact us if you need help or information to book your next trip with us!
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)
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 ( Wi-Fi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#6 Luxury Hotel in Puerto Aventuras
#11 Top resorts Hotel in Puerto Aventuras
#11 Romantic Hotel in Puerto Aventuras
#11 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*
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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