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“Hacienda Restaurant”

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Hard Rock Hotel Riviera Maya
Ranked #3 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersPlatinum level
Level 1 Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Hacienda Restaurant”
Reviewed December 29, 2012

We found a gem at the Hacienda Restaurant on the Cove side. We recently stayed a week for a family vacation. We were lucky to get a table in FRANCISCO'S section. He treated us like kings and queens and made our dinner an awesome evening. We went back another night and followed Francisco to the special Fiesta night. Do yourself a favor and ask to be seated in Francisco section if you go!!!'

  • Stayed December 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Heybigguy11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Guest Relations Manager at Hard Rock Hotel Riviera Maya, responded to this review, January 11, 2013
Dear Heybigguy11

We are so happy that you liked our great Hacienda restaurant is one of the best Mexican Restaurants in the Mayan Riviera. And we will be sure to pass your comments to Francisco, he is just one example of our great staff.

Please come back soon we will be waiting for you with open arms here in the Aventura Spa Palace.

Best Regards.
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Livonia, Michigan
Level 3 Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 66 helpful votes
Reviewed December 27, 2012

Our family stayed at the Cove for 10 days this December. Overall I would rate the resort 3.5 stars. Please see below for my reasoning.

Rooms: Our biggest disappointment. We paid extra to get an ocean view room. The resort markets the room category as Deluxe Ocean View Rooms. There is nothing deluxe about the room as all the rooms are the same. We could barely see the ocean from the room. When we asked about this, we were told that it was a partial view room. Then we asked for a partial refund at which point we were given a partial smile. When we insisted on an Ocean view, we were offered the Presidential Suite for $1,400 per night extra. As these are the only rooms with ocean views and are reserved for Palace members therefore non-members must pay $1,400 per night extra. In summary, do not pay extra for an ocean view and if that is important do not stay here. (Note to Management: Please do not bother to apologize and invite us to the resort again. You had the opportunity to address the matter on day 1 and you chose not to.)

Food: Pretty good for an all-inclusive. Steak house was very good and high quality. Buffets and outdoor grills were also very good. Room service can be improved as it takes 45 minutes for coffee no matter when you order it.

Facilities: Has potential but are outdated and not well maintained. For example: The arcade room is nicely equipped but half of the machines are out of order. They have 3 pool tables but not enough cues. They have 2 table tennis tables but only 1 ball. Most towels in the rooms and pool are well used and torn. The beach and pool area needs more maintenance support.

SPA: Wonderful! This was the highlight of our vacation. The resort credits are real and can be used well. We were allowed $2,000 in credits and used it for 7 SPA treatments, chef dinner and jewelry purchase.

Entertainment: Pretty good. Michael Jackson, magic, Brazilian, Mexican night and fire shows are very good.

Kids club: We did not use it much but it is nice and the staff is sweet and professional.

We would have rated the place better if not for the size and location of the rooms, especially when we paid for a certain category.

Room Tip: All the rooms are the same. Do not pay more for Ocean View as the members only Presidential Suites h...
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  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Love_Yucatan_P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Guest Relations Manager at Hard Rock Hotel Riviera Maya, responded to this review, January 9, 2013
Dear Love_Yucatan_P

We are happy that you liked our food and the entertainment and that you enjoyed the Spa so much. And we are so excited because starting this year we are going to renovate the facilities at the hotel and changing it to the HardRock brand.

We appreciate your comments and suggestions and we hope you give us the chance to host you again here in the Aventura Spa Palace.

Best Regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Redondo Beach, CA
Level 4 Contributor
25 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed December 26, 2012

Although the front desk was not helpful at all in providing us the best possible rooms we could have had (which would have encouraged my mother who is a world traveler to invest in a membership to share with her friends and additional family), we had a lovely vacation during our week at Adventura Cove Palace! It was the first time we visited Adventura, though we have been to Moon, Beach, and Punta Cana Palace Resorts. We thoroughly enjoyed being able to use as many of our points toward the spa which is always a great value for the points. A visit to Tulum, Chichen Itza, Swim with the Dolphins, Daily Golf at Playacar, all with our points, also made our vacation wonderful. Overall, the staff was friendly, professional, and trustworthy with some we especially wish to acknowledge: Roberto in the am buffet and pm Steakhouse, Fernando in the am buffet, the sweets and cafe ladies, Samantha the pm Steakhouse hostess who found me to ask if I had lost my sunglasses which I had left in the am buffet, and Daniel of the entertainment staff. We are Palace Resort members and the Adventura Cove staff made us proud with their welcome hospitality and excellent service as we ushered my mother around for her first time with us at Palace Resorts. Thank you for a lovely vacation. We will be back to visit our home away from home with Palace Resorts friends this Summer! Prospero ano y felicidad!

Room Tip: Higher floors with only one side of the hall having rooms are quieter.
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  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank CMCRedondoBeach_CA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Guest Relations Manager at Hard Rock Hotel Riviera Maya, responded to this review, January 9, 2013
Dear CMCRedondoBeach_CA

We are so happy you enjoy your vacation here in the Aventura Palace, you are just one other guest that experience the great service and the great staff that we have that combined with our great food and the best Spa our great tours and all the amenities that we have. We will be waiting for you to come back this summer.
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Salisbury Maryland
Level 5 Contributor
43 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed December 18, 2012

Our vacation was from 12/8-12/15. We traveled with friends (5 adults and 1 teen) and booked three rooms each with a $1500.00 spa credit.
From the begining:
We received our transfer confirmation via email 24 hours before we departed with instructions of who would be at the airport to pick us up and transport us to the hotel.
Upon arrival - NO ONE was there for us. We checked in with the people holding the PALACE signs, but they said that we were to be picked up by another company, a name different than the one on the email sent out previously. Luckily a very nice man who was bilingual helped us call the resort, who advised us to take a cab - 6 people - 1 plus ride...$190.00 USD. The good news is that it was eventually reimbursed without a lot of headache. It took almost the whole week to sort out, but it was taken care of _THANKs to Omar! Fast forward to departure day...transfer to the airport had our party booked improperly and it took nearly 1/2 and hour to get us divided into two different vans and taken to the airport. Inconvenient, but not a total disaster.
Food - Either I was extra hungry all week or the food was great. I, and the rest of my group enjoyed all of our meals. La Hacienda was our favorite, second was the Mexican fiesta night. The buffets changed nightly and the food was good! None of it was gourmet...but hey it was hot, plalatable and fast to arrive. The Asian restaurant was top notch too, the Pad Thai wowza! Ask for Mayan Coffee to round off your meal, not only is the show great making it, but it is delicious!Dont miss the brick oven pizza, very, very tasty! Dont hesitate to the ask the pool grill for a menu, they make a lot more there than you realize.
The Lagoon - rough on the feet but enjoyable to snorkel. Lots of fish and hermit crabs!
The Pool - clean, well managed, could use some "updating here and there" but nicely maintained.
Room Service - Breakfast - A+ always on time, correct and HOT.
Dinner...the one night we did call in an order it didnt come for 2 hours and when we called to inquire it's whereabouts we were accused of not being in the room (which we were) then we were told there was a do not disturb sign on the door (which there wasnt) but eventually our meal was sent up.
The upside...Gloria called the next day, apologized profusely and sent up wine and a beach bag as an apology. Very sweet.
The Room- Well appointed. Go for a room with two doubles, those beds are heaven. The king size bed (that my husband and I had was ROCK HARD) as was the same with two of our other companions. The two with two doubles...slept like babies!
The Staff - WONDERFUL, always willing to help with anything.
BOOKING THE SPA - oh my - this is where my review goes a slightly negative. Booking was an ordeal. We decided to book on arrival day so that we could enjoy our credits throughout our stay. We checked in on Saturday, the first Mani/Pedis were not available until Thursday and Friday - really? Booking other services took way too long and nothing was on "your" schedule. Most of our appointments were smack in the middle of the day which was inconvenient, but hey...free is worth it. The spa services provided were top notch. Within our group we had deep tissue massages, holistic massages, hot stone massages, the ZEN package, Chaya Wraps, Salt scrups, Mani's, Pedi's and facials. ALL were fantastic! The spa is run very efficiently - just not the booking aspect.
Shops in the lobby - Love, love the jewelry stores.
Activitites - there were "shows" each night, games by the pool, arobics etc. etc. snorkling tours, monkey tours...all good fun.
Passage to the SPA side was easy for the adults but the truth is the COVE side is a much nicer atmosphere, more relaxing than the boisterous smaller pool on the SPA side.
The Bars - all the bar tenders were characters - they remember your name, your drink preference and aim to please!
We met a lot of great people, both on staff and Palace members.
The hotel is suffering some transition pains from Palace to Hard Rock, the staff seem a little confused about certain things and of course it makes sense not to spend a ton on upkeep if the whole place is to be remodled shortly.
Bottom line...if have saved your whole life for this one vacation - maybe this shouldnt be your destination (right now anyway), but if you are going for sun, fun and relaxation...GO FOR IT.

Room Tip: Concierge level rooms (at least in the "Acordian") have great views. Bring surf shoes to...
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  • Stayed December 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank CapsFan19
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Guillermo G, Guest Relations Manager at Hard Rock Hotel Riviera Maya, responded to this review, January 2, 2013
Dear CapsFan19

On behalf of Aventura Palace, we would like to thank you for taking the time to send your comments and feedback about our resort. Feedback is extremely important to us as it helps us know how we are doing in terms of service and facilities.

Our goal is to always provide the best stay possible and we are really glad to know that you had a wonderful and enjoyable experience here at Aventura Palace. And we would be delighted to have the opportunity to host you again in Mexico and the Dominican Republic.

Best regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Darien, Connecticut
Level 5 Contributor
79 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
Reviewed December 11, 2012

Aventura Cove 11/23-11/30/2012

This was our second visit to Aventura but our first stay on the Cove side as we had our youngest son with us who is just shy of 18. The service compared to just 13 months ago was not the same due to the ½ off special and due to both sides of the resort having a very high occupancy rate. We were happy to see the resorts a higher capacity just don't think they were prepared to handle all aspects of it in the fashion we've been accustomed to.

We are member of Palace Premier and were disappointed with some issues during our stay but we are chalking this up to a lot of new employees, a lot of guests due to the special and the resort in the midst of changing to A Hard Rock Resort. Therefore, this review is not to complain but to post positively about the amazing people we encountered while we were there that made our stay memorable and would make us come back once the transition is done to see them! All the people referred to below are genuinely nice people who went out of their way to make sure we were taken care of and had a good time.

First I have to start with The Animation Team as my son referred to them. These guys are GREAT!!!! First we start with Joaquin aka Jack Love, what an amazing person, so friendly and nice to talk with. He and his team Daniel aka Cosme, Jairo, Eduardo aka Makako Eddie & Marino kept us busy everyday. My son & husband played Water Volleyball everyday, my son played water polo, beach volleyball & participated in a canoe race in the pool. I did drag them to participate in water aerobics too. These guys are so much fun that you don’t mind taking a break from lounging to play a guessing game or pictionary. If it was not for these individuals I’m sure my son would of very easily gotten bored. On a few occasion The Animation staff had lunch with the kids. THESE MEN ARE GEMS AND SHOULD BE ACKNOWLEDGED FOR THEIR GENUINE CHARACTER.

We had the pleasure to run into Xaneth aka Vanilla whom we met and loved last year she is as sweet as ever. She recognized my husband right away and called out to him by her name for him “Mr. Clean” SHE IS AMAZING AND A GEM AS WELL!

We were very excited as well when we found out that Martin Baltazar was our pool bartender on the cove side for part of our stay. We enjoyed getting to know him last year on the spa side. He is another example of A GEM. It is so rewarding to come back to a resort and have the same wonderful people there. It’s like meeting up with an old friend. Martin is such a sweet guy a bit shy at first but when he realized we remembered him from last year the smile he had! He made us feel special.

We were very well taken care of at the cove pool by Luis & Esmerelda aka Sonia, they were both very attentative to refreshing our drinks poolside during our stay. We will look forward to seeing them again in future stays. We also enjoyed meeting some other employees who are pictured

We look forward to returning when the conversion is complete for Aventura becoming a Hard Rock. I hope that the powers that be will make sure they always have a place for our friends mentioned above. They made some of our unhappiness due to other situations worth the stay.

  • Stayed November 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank CTpickytraveler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Monica M, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this review, December 16, 2012
Dear CTpickytraveler,

Thank you so much for sharing your positive comments and your beautiful photos regarding your recent stay in Aventura Palace. I would like to personally thank you again for highlighting the name of those employees who in your opinion did an awesome job in providing you with real customer service. We are going to pass on a copy of this review to our internal information board. They will be very proud about the impression left on you.

Your entire Aventura family will be waiting for you with open arms in your next visit!

Best Regards,
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Staten Island, New York
1 review
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed December 8, 2012

I just came from my vacation in this hotel, I'm really happy that I left this HELL, service is ridiculous, people from front desk absolutely unprofessional and unhelpful, they don't know what's going on in their hotel. They nice only to member's of their hotel, if you not a member, they don't want to do anything for you even what they must do. I heard from people that owners of this hotel changing every year, that's why there is no order. One day cleaning men was trying to open my safe, he couldn't find right number and blocked it. I was in shock!!! Two weeks I spend there and this whole 14 days I was struggling for my rights, I was nervous and stressed. Just girl's from children's little club were very nice, kind and helpful, and waiters from buffets were very and very nice . Others doesn't know even simple words in engish, such as towels or soap. So just think before you go to this horrible hotel!!!

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
10 Thank Kamila K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Monica M, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this review, December 11, 2012
Dear Kamila K,

Thank you for sharing your comments, your feedback allows us to know our strengths and weaknesses. We are terribly sorry to hear that the services were not up to your expectations. We train all the staff in all the departments to provide the best service to our valued guests. We appreciate your comments regarding the language barrier issues with our staff. We are committed to providing English classes through our school language. These regular lessons are very well attended, especially from team members with direct contact with our guests. We are saddened by the perception that you have received on this vacation and hope in some way we can change this. We would like to inform you that we will be taking this matter seriously and passing this information to key staff to ensure proper alterations are made in order to ensure better customer satisfaction. I have sent you a private matter to follow up with your case.

Best Regards
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Vernon, New Jersey
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed November 29, 2012

Just came back from punt' cana we have been there four times this time there were a lot of younger people and familys it made it fun because they had a lot going on it. Felt better than a empty resort if adventura becomes like punta cana it will save the resort. Adventura is great resort went there march 2011 and had a great. Time just hope that palace. Members will receive. The benefits we paid for

  • Stayed October 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank glenn f
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Customer Service Manager at Hard Rock Hotel Riviera Maya, responded to this review, November 30, 2012
Dear gleen f,

Thank you for sharing your comments about Hard Rock Punta Cana and Aventura Palace.
Regarding your concern about our transition please be informed that the Mexican feeling will remain as well as the warm and special service which is customary to our guests in our resort. Our goal is that every vacation will be a memorable one and we in Aventura Palace hope that you will give us the opportunity to host you again at any of our resorts in Mexico and the Dominican Republic.

Best Regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hard Rock Hotel Riviera Maya

Property: Hard Rock Hotel Riviera Maya
Address: Km 72, Carretera Cancun-Chetumal | Solidaridad, Puerto Aventuras 77710, Mexico (Formerly Aventura Cove 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 Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 On the Beach Hotel in Puerto Aventuras
#2 Top resorts Hotel in Puerto Aventuras
#2 Luxury Hotel in Puerto Aventuras
#2 Business Hotel in Puerto Aventuras
#3 Spa Hotel in Puerto Aventuras
#4 Family Hotel in Puerto Aventuras
#7 Romantic Hotel in Puerto Aventuras
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Hard Rock Hotel Riviera Maya 4.5*
Number of rooms: 1264
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

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