We've been to Cancun twice. First time we stayed at Barcelo Palace, second time at Aventura Cove. We brought our children here the second time because of the "1500 hotel credit" lured us which promised to be used toward certain activities. We were interested in using it for activities if family fun.
Before booking, we took the average to poor ratings seriously as mostly the poor ratings listed was because it had no beached entry to the caribbean, (though it is on the water), and it is an older hotel. We thought we would be on excusrions daily so we took the chance.
I'll list good and bad briefly:
BAD-the $1500 credit is misleading! For example, it promised to be used toward "wet 'n wild", when we got there, "no longer do that." We used it toward "swim with dolphins" which is across their street and is a half day event. Very fun, but we had $900 left of credit. There were no choices left to use it toward parks. The only things we could put it towards was only DISCOUNTS of specified items in their shops, and their spa. For example, a specified $100 of that credit can be used towards silver jewlerly... the silver jewlerly that is at least $300 dollars. So it's just for discounts. That's it. Very disappointing when it led us to believe we could use it toward daily experiences.
BAD- Vacation planner service. Neglectful. No "vacation planner representative" ever was introduced to us, or we were not told of one when we checked in. When we did try to speak to a vacation planner whom we sought out, he was very unfriendly and "put off" that we would plan a couple of excursions to Xplor and Xel-ha with our travel agency rather than that hotel and tried to guilt us. I asked for a list of things we could choose for our $1500 hotel credit. He had no physical print out. Weird. Everything is all verbal with what to use the $1500 credit. I even called the hotel before we arrived. Their response, "you have vacation planner to work with you when you come." But the print out we had from home was not valid of what they actually do. Warning.
Also, besides hotel credit, there are things included in the hotel stay. For example free shuttle to Playa del Carmen and also food at Playacar Palace is included with this hotel as the all-inclusive! We found that out "on accident", in which this should have been offered for us to know in planning with the hotel our experiences there... if we had a formal contact person to help us.
BAD-hotel is older. An elevator close to our room location did not work. There were buckets in the lobby when it rained to catch leaks. Nothing impeded our stay however, but should be lower priced because of this.
BAD- hotel is on the water with no white sand beach. After staying at Barcelo Palace and staying here, I would never return to a hotel without white sand beach entry. It's on a reef or something, so there is constructed walls and a "cove" which you can enter a closed off small area of swim. Nobody ever swam in the "cove." There are plenty of pools, one small toddler water play area. Pools are pretty, but plain.
EXCELLENT- nightly entertainment was excellent. Elvis impersonator, magic show, circus. Even though it was "low occupency season," the entertainment still was high value. Very impressive and fun for our family. Well done.
FAIR- Food is OK. Not many choice of places to eat within the resort. We did go to the upscale Italian restaurant on the "spa" side adults only. Again, pretty good. Not amazing.
GOOD- room service, food service was all very good. Computer area was great and always available. Internet speed was decent. Workers were always friendly and accomodating.
At the END of our visit, a different vacation planner approached us and was very nice and friendly. She noticed we hadn't used all our credit, and asked who was our representative. We told her we were never told or introduced to anyone. She was shocked. I told her I tried to arrange vacation planner the first two days after we had returned from xplor or xelha., and there was always someone different , no message we were trying to arrange plans, in which we had to start from the beginning each time we tried to plan our credit. She was embarassed and said that should never have happened. When she spoke to the gentelman that was supposed to be our representative, he relayed to her the message that we were always too busy. He turned his back. Big strike for us to never return.
If this had been our first visit, we would have been LOST.
- Official Description (provided by the hotel):
- This is the 1,264-room Hard Rock Hotel Riviera Maya. And this is where luxury meets satisfaction on a stage of stunning tropical views, a private white sand beach, and exclusive saltwater snorkeling areas. It's all capped off with an inviting traditional design, legendary Hard Rock hospitality, and undeniable excess at every turn. Live large at the Hard Rock Hotel Riviera Maya and enjoy the very best of paradise for all. Or, pack your appetite for opulence and hit Heaven - an elevated and exclusive retreat for adult guests only featuring a private adult beach, superlative amenities, and dining at its finest. ... more less
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- Also Known As:
- Aventura Cove Palace Hotel Puerto Aventuras
- Hard Rock Hotel Riviera Maya Puerto Aventuras, Mexico