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“Amazing 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)   |  
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Hotel amenities
Ranked #9 of 16 Hotels in Puerto Aventuras
Grand Forks, North Dakota
Level Contributor
21 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“Amazing Honeymoon!”
5 of 5 stars Reviewed May 29, 2014

Stayed for 10 days and absolutely loved it! Great restaurants with great food! Traveled to Moon Palace for free for a day trip - and they made it so easy! We have already talked about going back!! Met wonderful new friends, and was an experience we will never forget!

  • Stayed June 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 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.
René M, General Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, September 30, 2014
Dear Tiffany K,

Thank you very much for your great review, is very thrilling to know you chose us for your honeymoon destination, We are driven by our guests’ satisfaction and we strive to reach with the epic service that sets us apart. We would like to have you back soon and spend another vacation together creating amazing memories.

Rock on!

René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya Heaven
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,996 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 (587)
Date | Rating
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English first
Washington DC, District of Columbia
Level Contributor
38 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
4 of 5 stars Reviewed May 29, 2014

Loved being water-babies the whole time, getting drinks at the poolside palapas, finding out which of the seven eateries was our favorite. What would have made it super (and definitely more romantic) would have been IF DANCING was available at night. (There were lots of organized games during the day in which we had no interest). We went a few years ago.

  • Stayed June 2013, traveled as a couple
    • 3 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
René M, General Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, September 30, 2014
Dear 22TangoSarasota_FL,

Thank you very much for sharing your experience with us. Your comments are truly appreciated. We are happy to see that you had a great time at our resort and we are grateful that you have given us the opportunity to show you first hand the Hard Rock experience, We are happy and proud to inform you that The Heaven night club is ready and operating, which will improve considerably our night life as you assertively indicated. We hope to have you back soon and show you how our experience improved since your last stay.

René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya Heaven
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Francisco
Level Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
4 of 5 stars Reviewed May 13, 2014

This is our first Cancun trip, and my family enjoyed it very much. The hotel environment is extremely nice. The spa is luxury. The restaurants are ample and lots of choices. The tips are included, so no need to take change to everywhere. Among all the palace, this one had the best price when we booked. We love it. The beach is not accessible, but we enjoyed kayaking and some water sports. All in all, very impressive!
The only problem is the room is quite small given a large spa taken up half of the room.

  • Stayed September 2013, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 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.
René M, General Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, September 30, 2014
Dear yrli,

Thank you very much for your great review, is a huge pleasure to read your fantastic comments about our resort, since your last visit our cove area went thru a very ambitious enhancement, the beach areas are inside of the coves and these are segmented in 2 sides, you can walk a few hundred feet on the white sand, one new feature on our resort is the promenade that goes across the resort right next to the beach and inlets. However I encourage you to visit us again to enjoy all the new adds. We are ready to roll out the red carpet for our dear Rockstars.

René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya Heaven
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ontario
Level Contributor
13 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
3 of 5 stars Reviewed March 26, 2014

We are VIP members (which we have paid to be but you do not need a membership as there are better deals to go to Adventura out there)When we read the reviews before we went this past Feb. we were worried but things were okay.the changes are not great, The Heaven side with jacuzzi on the roof top was a work in progress, the door leading out to the roof top made us very uncomfortable . We did not use the roof top and I think the cleaning staff never went up to check to see if the Jacuzzi had been used. We have been members since 2002 and the first few years were wonderful but it had been changing each year and really not for the good. The staff is the reason we return each year.
The reviews saying the family side was quieter very true and there was no struggle to find chairs,which on the Heaven side the last few years you are up very very early just to find a prime
spot with shade

Room Tip: Be patient with the staff, management is working with less staff.
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  • Stayed February 2014, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 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.
René M, General Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, September 29, 2014
Esteemed BKGRWG,
Thank you for sharing your comments with us. Your opinion is appreciated as we value our guests’ feedback in order ti improve the Hard Rock Experience. On behalf of Hard Rock Hotel Riviera Maya, please accept our apologies for any inconvenience you may encountered during your stay. We have implemented many improvements since your stay and we would like you to come back soon to experience them all as we would definitely deliver the Rock Star service that sets us apart.
The stage will be ready for another gig together.
Sincerely,
René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Warwick, Rhode Island
1 review
common_n_hotel_reviews_1bd8 13 helpful votes
2 of 5 stars Reviewed February 13, 2014

I was booked to stay at this resort from 1/7/2014-1/14/2014.

A little background first:
I am a long standing Palace Premiere member who fell in love with the resort chain's quality and service while on a honeymoon in 2005. Since that time, I have vacationed at several of the resorts in Cancun, the Riveria Maya, Nuevo Vallarta and Punta Cana. With that said, my experience at the new Hard Rock Riviera Maya left me seriously contemplating selling my remaining weeks.

After reading several horrific reviews, I contacted the resort manager several weeks prior to my reservation. I was assured the resort was near completion and that I would enjoy the same quality vacation I was familiar with. This could NOT have been further from the truth. I used an imperial week to take a friend of mine, whom had never been to Mexico, on a girl's week vacation. I am not only embarrassed of the resort conditions, but also feel robbed of an all inclusive week.

The first room we were given was situated on the ground floor of Heaven, smelled of paint and mold, had no view. Further, it was also full of dust and inundated by the deafening sound of a tile saw operating over head. I returned to the lobby to complain and was told they had no other rooms ready, but would "work on it." After some time, I was given the choice of two rooms. We passed on the option of a single bed on the adult side, located in a construction zone with uneven floors, unfinished stairs and substantial debris. The room we chose was a double bed on the family side, still on the ground floor, still smelling of mold, with a water leak in the hallway 2 doors down. However, we had now been without a room for 4 hours, after traveling for 10, and simply wanted to put our luggage down.

The menus at dinner had 1/4 of the food options of other resorts (or this one when it was Aventura Palace) and was not prepared well. We returned to the room at 11pm. I then attempted to take a shower only to find out there was no hot water. Breakfast the next morning was ill prepared and ice cold. I complained to the front desk, where I was again told "we are working on it." At my wits end, I returned to my vacation planner Joselin, who was the only bright spot of this resort. I explained that I would return home before spending another night at the hotel and asked to be transferred to any of the sister properties. It took over 3 hours to locate the on-sight Palace representative, who did eventually find us a room at the Hard Rock Cancun. However, at this point, we had already "lost" two days of our vacation and sacrificed the resort experience I had originally booked.
,
In short, if you have had any previous experience with Palace Resorts, do not go to this resort!!! I estimate it will take a full year to be up and running. Completely disappointment with the property and management.

Room Tip: Book somewhere else!!!!
See more room tips
  • Stayed January 2014, traveled with friends
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
René M, General Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, September 29, 2014
Dear Lisa V,
We would like to thank you for sharing your experience with us. On behalf of Hard Rock Hotel Riviera Maya, please accept our most sincere apologies for have fallen short to your expectations. Nevertheless, we have implemented many improvements since your last visit and we would like you to come back for an amazing Hard Rock experience. We would like to treat you with the Rock Star service you deserve and make amends for the last experience.
We are confident that our atentive staff, in adittion to our acilities and beautful caribbean view, would make of your stay an amazing experience.
We invite you to come back soon and give us the opportunity to change your perception of our resort. We would roll over the red carpet to give you the VIP service you deserve.
Sincerely,
René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
9 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
4 of 5 stars Reviewed February 8, 2014

We are the member of this resort, not by choice, buy by being in the sales meeting for 8 hours, and tired. In the end, the fact that we like sun and people in Mexico helped--we will come back to this part of country any way, so why not. For us, membership is about prepaid for a few trips at the best price possible. Here we are…

Being a member doesn't give you any advantage over non-member, you already paid your due :) Keep in mind, the membership desk staff will help you hoping that you will buy more trips in the future, if you do, very good for you. If you don't, just behave like everybody else, enjoy where you are.

This resort is a very good choice - if you like sun, a lot of food that will feed your family members, and not so picky about beach. The price will be the most affordable for this type of the resort.
The room is very clean, beds are very comfortable. Nothing to worry about.

This resort is not a very good choice - if you like beach, fancy food, and tranquility . You are better of booking their sister resorts like Moon Palace, Beach Palace and The Blanc.

We booked here for our Christmas family week, the price is a big factor during this peak season. Our young and teenager kids were in the pool having a great time everyday. While we read our books and listen to the wave of the ocean…We meet together at dinner, and share their stories of the year…cannot bit that.

  • Stayed January 2014, traveled with family
    • 5 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 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
René M, General Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, September 30, 2014
Dear Dora C,

Thank you very much for your review, I am so glad you enjoyed your stay with us, great way to spend your Christmas family week , evokes to keep those rocking moments forever. We at Hard Rock Hotel Riviera Maya Heaven, we look forward to welcome you and your family for a Rockstar vacation!

Let’s rock together!

René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya Heaven
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Playa del Carmen, Quintana Roo, Mexico
Level Contributor
17 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
1 of 5 stars Reviewed February 7, 2014

rooms had ants , staff was inconsiderate, air didn't work well in rooms, no air in main lobby management doesn't even attempt to satisfy old members. I would stay at one of the Iberostar places. this one is not worth the money. oh Did I say the food had bugs.. it does.

Room Tip: no such thing
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  • Stayed July 2013, traveled with friends
    • 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
    • 1 of 5 stars Service
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
René M, General Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, September 29, 2014
Esteemed Jerry B,
Thank you for sharing your opinion with us. On behalf of Hard Rock Hotel Riviera Maya, we extend our apologies for have fallen short to your expectations. Nevertheless, we would like to mention that our services are certified by international standards and we are multiplying efforts to maintain the service that sets us apart. We have implemented many improvements since your stay and we would like you to come back and experience our Rock Star service as it constantly improves.
We hope to have you back soon.
Sincerely,
René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
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 Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#8 Luxury Hotel in Puerto Aventuras
#8 Top resorts Hotel in Puerto Aventuras
#8 Spa Hotel in Puerto Aventuras
#8 Family Hotel in Puerto Aventuras
#8 On the Beach Hotel in Puerto Aventuras
#9 Romantic 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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