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“Book through AMEX Travel” 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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Special Price
40% off room rate
Ranked #12 of 15 Hotels in Puerto Aventuras
Atlanta, Georgia
Senior Contributor
38 reviews 38 reviews
15 hotel reviews
Reviews in 25 cities Reviews in 25 cities
36 helpful votes 36 helpful votes
“Book through AMEX Travel”
4 of 5 stars Reviewed August 7, 2014

I really love this place, 7 different restaurants, lots of pools, tons of booze, jacuzzi next to your bed, all rooms face the oceans, 2 night clubs, and 5 other palaces to eat at as well. The spa is amazing with a one hour pre-spa check-in of teas and different showers at different temps. The only downfall I feel was the lack of ocean front/beach area. It was simply a lagoon.. we had to travel to Playa Car to get a beach/ocean front excitement.

Room Tip: They all face the ocean. Go in the fall and the property is pretty much empty.
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  • Stayed September 2013, traveled as a couple
    • 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.
René M, General Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, September 27, 2014
Appreciated Dack P,

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 our website or other public sites, ofcourse a picture is worth a million words, Looking forward to welcome you back soon and ready to roll out the red carpet for our dear Rockstars.

Sincerely,

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.
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3,746 reviews from our community

Traveler rating
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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 (529)
Date | Rating
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  • German first
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  • Japanese first
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English first
Brusly, Louisiana
Senior Reviewer
7 reviews 7 reviews
7 hotel reviews
Reviews in 5 cities Reviews in 5 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed June 11, 2014

My husband went on our honeymoon here and we enjoyed every minute of it! We missed the bus to the resort bc we got stopped by some shady characters in the airport, but we got a cab and it was all good! We selected concierge level and we were given points to spend on massages and bottles of wine with dinner. It was amazing. We enjoyed snorkeling in the lagoon and the water sports. We had a little trouble booking our excursions though. I wanted to go horseback riding and we couldn't do that and we missed our lobster cruise we booked because we forgot what day we booked it for--but that was our fault. So when you come, bring your calendar if you want to go do fun stuff! One amazing thing we did was take the ferry to Cozumel and rent scooters. We went with another couple and found secluded non-touristy bars and beaches. It was definitely "bucket list" type stuff. When we were at the hotel we did enjoy it. We enjoyed walking around the paths looking at all the iguanas. The restaurants were amazing too. We hope to return someday soon!

Room Tip: Ocean View
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  • Stayed July 2013, traveled as a couple
    • 5 of 5 stars Value
    • 3 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.
René M, General Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, September 30, 2014
Dear islandtigers,

Thanks for your sweet review! I am so pleased to hear that you had a great time at our resort. I appreciate you shared your honeymoon experience with us, also I would like to thank you for the feedback about the spa and activities booking, and all the kind remarks, looking forward to greet you soon on your next visit, we are ready to roll out the red carpet for our cherished Rockstars!

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.
Omaha, Nebraska
Reviewer
5 reviews 5 reviews
Reviews in 3 cities Reviews in 3 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed June 1, 2014

Adult only spa and resort. Although it's been a while since i've been there, i'd go again in a heartbeat. HIred taxi to take us into Cancun, about an hour away. Ride there was kind of scary but well worth the boating experience on the Caribbean.

  • Stayed December 2013, traveled with friends
    • 5 of 5 stars Value
    • 4 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 2
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 June B,

Thank you very much for your sweet review , I am so glad to heard that you enjoyed your trip to Hard Rock Heaven at Riviera maya, since your last visit our resort being beautiful enhanced and we have add many attractions that you have to come and enjoy, we will be very pleased to welcome you back.

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.
Silver City, New Mexico, United States
Senior Reviewer
8 reviews 8 reviews
5 hotel reviews
Reviews in 8 cities Reviews in 8 cities
3 helpful votes 3 helpful votes
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.
Washington DC, District of Columbia
Senior Contributor
37 reviews 37 reviews
4 hotel reviews
Reviews in 18 cities Reviews in 18 cities
16 helpful votes 16 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
Senior Reviewer
8 reviews 8 reviews
8 hotel reviews
Reviews in 7 cities Reviews in 7 cities
10 helpful votes 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
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ontario
Senior Reviewer
9 reviews 9 reviews
5 hotel reviews
Reviews in 7 cities Reviews in 7 cities
3 helpful votes 3 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 3
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.
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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:
#6 Luxury Hotel in Puerto Aventuras
#10 Spa Hotel in Puerto Aventuras
#11 On the Beach Hotel in Puerto Aventuras
#11 Top resorts Hotel in Puerto Aventuras
#11 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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