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“Incredible!” 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
Ranked #13 of 15 Hotels in Puerto Aventuras
Tulum
2 reviews
4 helpful votes 4 helpful votes
“Incredible!”
4 of 5 stars Reviewed 1 week ago NEW via mobile

I went here with my boyfriend and we were thrilled. The service was great and we were nervous about the food since but we managed to go to every restaurant on site both sides and it was delicious! The room we stayed in had the rooftop terrace with jacuzzi and it was beyond incredible! We absolutely loved this all inclusive the only thing we had to say was there wasn't much nightly activity for adults that we would've wished for but we woke up everyday to a beautiful sunrise and were tired by the end of the day anyway. Definitely can't wait to go back!

  • Stayed March 2014
    • 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 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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3,768 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 (534)
Date | Rating
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English first
Windsor, Canada
Senior Contributor
33 reviews 33 reviews
12 hotel reviews
Reviews in 14 cities Reviews in 14 cities
30 helpful votes 30 helpful votes
5 of 5 stars Reviewed 1 week ago

Do not miss this nightclub that guarantees fun into the wee hours of the morning. Great music, excellent cocktails and entertainment staff that keeps the party going. Be prepared to jump in the pool if the mood strikes you.

  • Stayed December 2014, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Rooms
    • 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, 1 week ago
Dear 944bev43,

Wow! You guys are Rock Stars of this stage! Thank you very much for your sparklicious review, I appreciate all your good vibes and great comments about Hard Rock Hotel Heaven, I am personally so happy to see that our efforts are appreciated as our goal is to make you feel comfortable and satisfied with our service and the experience of Rock and Roll that sets us apart. The whole band sends his regards hoping to have you back soon.

Rock hard, Rock often!

René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Edmonton, Alberta, Canada
1 review
3 of 5 stars Reviewed 2 weeks ago

I actually really liked this place overall. We stayed here Feb 2014 when lots of renovations were said to be going on. We didn't mind this and most of the place was complete. My family and I have been with Palace Resorts and Hard Rock for over 10 years. Last year we stayed at Hard Rock in Punta Cana. I'd have to say Moon Palace will always be my favorite which is where we are going this year.The food was great and there was a great selection. We never had issues in getting into places. We stayed in a presidential room which was pretty quiet and kept clean. The lagoon was fun to swim in as well. Great staff in the restaurants and bars! Make sure you tip!

My only complaint was the the pool entertainment were really annoying. The staff would only play music that they wanted to hear. The same songs blasted every day.Everyone around the pool was probably 40+ and requesting rock songs since we were staying at a Hard Rock. Eddie specifically was asked many times to turn it town or change it but never listened. It wasn't just the music, Eddie brought everyone over and told them to start kicking during a pool exercise class. Everyone started splashing all the chairs. Some people at this time had left for breakfast only to return and find all their stuff (towels, books etc.) were wet. He easily could have gone to the other side of the pool. He takes this job more as a personal vacation for himself not for the guests. I hope for everyone else s sake he doesn't work there anymore. He was arrogant and really bothered me.

  • Stayed February 2014, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Service
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René M, General Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 1 week ago
Greetings Vanessa S.

I appreciate your comments and observation about our resort, feedback is very important as it helps us to identify our areas of opportunity. I thank you for your time and candor in bring your visit to my attention. A customer care agent will contact you shorty to follow up.

René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
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Bristol, New Hampshire
Top Contributor
125 reviews 125 reviews
38 hotel reviews
Reviews in 56 cities Reviews in 56 cities
98 helpful votes 98 helpful votes
3 of 5 stars Reviewed 2 weeks ago

The physical plant has been improved but when the resort has high occupancy the hard working staff cannot keep up! The idea of closing sections of restaurants when they are busy and make the customer wait over an hour looking at empty tables just seems wrong.......especially when the customer is paying about $600 per day for 2 people!

Wanting in line to get a drink at the pool for over 20 minutes is not OK. The poor bar tender was working as fast as possible but could not keep up.

I brought a lot of $1 bills to give tips and saved a lot of money because it was hard to get good service that was worth tipping for.

The plants around the grounds are beautiful and much improved.

The Led Zeppelin cover band is very very good.

The entertainment staff are great. In general all the staff are great but they are mismanaged.

The man made beach is much improved with new walkways but do not expect a large beach.

Yoga classes have been moved from the indoor studio to an outside area that is great except when the mats blow away from you due to high winds.

The food is way to salty. The Cook clearly does not understand that you can add salt at the table but cannot remove the salt they pile on everything.

Lastly if you get too much sun you need some shade at the pool. The umbrellas are all taken by 7am because there are so few.

Room Tip: The third floor rooms have a private outdoor deck and Jacuzzi on the roof.
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  • Stayed December 2014, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Rooms
    • 3 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, 1 week ago
Greetings spill_beans,

First and foremost thank you very much for choosing Hard Rock Hotel Riviera Maya Heaven and for sharing your opinion about our resort. We pride ourselves on providing exceptional, friendly and unparallel service to all our valued Rockstars that’s why we deeply regret we have missed our mark in your case. We hope to have the opportunity to change your perception about our hotel, that‘s why one of our Customer Care specialists has sent you a private message to address your concerns better. we hope to welcome you soon in the near future so you can experience the Rockstar treatment all our valued guests are accustomed to.

Sincerely,

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.
Lithia, Florida
1 review
5 of 5 stars Reviewed 2 weeks ago

Our visit in December 2014 was our 4th visit here at this resort. The Hard Rock conversion created significant improvements in the beach area at Heaven (adults only). The redesign of the lobby and nightclub is terrific. Best of all: the service is wonderful. We have special compliments for Yoselin Bonilla (guest services) and for our butler, Jazhiel Ruiz (Jazz). They both went out of their way to help make this trip for our party of 14 truly memorable!

  • Stayed December 2014, traveled with friends
    • 5 of 5 stars Value
    • 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.
René M, General Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 2 weeks ago
Hello Leslie L.

Thank you for sharing your experience with us. Your comments are appreciated. We are grateful that you have the best vacations, and we are glad to see that you really enjoyed all the places from the property. We will continue working diligently to maintain our high standards in quality and keep reaching with the rock star service that sets us apart. It has been our true pleasure and we hope to have you back soon for your new vacation so we can make another great memory together!.

Make sure that Yoselin Bonilla and the butler, Jahziel Ruiz; will know how grateful are you with them.

Love Rock & Roll.

René Malacara Coss
General Manager
Hard Rock Hotel Riviera Maya
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Lottsburg, Virginia, United States
1 review
2 helpful votes 2 helpful votes
1 of 5 stars Reviewed 2 weeks ago

Our group, two couples, stayed at Heaven, it was anything but that. From first when we arrived to the end it was such a disappointment. One nice thing that I can say for the most part the wait staff was attentive and friendly; but it seems the more responsibility one has the less hospitable one becomes. We had numerous complaints after our first night, noisy rooms, paper thin walls, ants in the room, holes and burn marks in the sheets to name a few, maybe that's what they mean when they say "lavish extras." My friend complained of the service carts rolling by her room at 4am and they told her they would send her ear plugs! Hard Rock advertises ultra plush rooms, I don't think so. We went to our concierge first to get some relief, but really all he wanted to do was sell us trips and time shares. Going to the PR desk which was manned by Victor got us nowhere. Just rude treatment! My friend has a disability which was communicated to the hotel before we arrived. Upon asking for the use of a wheelchair to navigate the resort she was told they were only for emergencies, and oh well. Only having to make an appointment to see a "manager" were we able to get the wheelchair.
Beautiful white sand beaches, if that's what you call man made beaches by lagoons filled with seaweed. Hard Rock also advertises "sizzling night life", Club Heaven, opened maybe twice during our 7 night stay. Night time entertainment, well we couldn't find it, there was suppose to be a JImi Hendrix tribute band; no one could tell us where it was at, and oh maybe they had to cancel it. As a matter of fact anytime you asked anyone about something you would get totally different answers or a "I don't know." Before I end this,and I could go on, I have been traveling to Mexico for many years and have stayed in top rated hotels. We came here based on the ratings and the Hard Rock name, just wanting something different. I definitely cannot recommend this hotel, just doesn't live up to its ratings.

  • Stayed December 2014, traveled with friends
    • 2 of 5 stars Location
    • 2 of 5 stars Cleanliness
    • 1 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, 1 week ago
Greetings Marcia H,

Thank you for your time and candor in bring these to my attention. I sincerely apologize for any inconvenience you have experienced and for the weelchair for your friend, I would like you to please know that we take great pride in our service standards and ability to meet and exceed our guest expectation but clearly missed the mark in this case.
A specialist will contact you via private message to address your concerns and follow up with you.Again please except my apology and hope that you give us another opportunity to welcome you again at the Hard Rock Hotel Riviera Maya Heaven.

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.
Toronto, Canada
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed 2 weeks ago

I found these reviews very helpful and reassuring. I stayed at a different Hard Rock and had a blast. Hoping for more of the same at this one. Got a good bunch coming along for the ride. I'll be sure to post photos to give a more detailed review. Arrive next Wednesday. Follow me on Instagram @JC_Campos

Stayed January 2015, traveled with friends
Was this review helpful? Yes
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, 2 weeks ago
Hello CamposJC,

We appreciate very much that you have chosen Hard Rock Hotel Riviera Maya as your rocking destination, We can't wait to see you soon.

Rock on!

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:
#10 Luxury Hotel in Puerto Aventuras
#11 Top resorts Hotel in Puerto Aventuras
#11 Romantic Hotel in Puerto Aventuras
#11 Spa 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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