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“Don't be fooled”

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Heaven at the Hard Rock Hotel Riviera Maya
Ranked #1 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersGold level
A TripAdvisor Member
“Don't be fooled”
Reviewed May 29, 2003

This place is terrible. It is not an all-inclusive resort. It is a TIME SHARE TRAP. The rooms have a horrific mold problem. The food is bad. Drinks are bad. No major brand drinks. Do not complain to the staff, you'll get yelled at. We got sick the next day after our arrival. We wrote to the hotel president who did not reply to us. The architecture is nice. Waiters are polite, but hotel management does not reply to your complaint and reception staff will not care. We cut our stay short to come back to the states were we felt safer. Stay out of this place and any of its prperties. Also we booked this "holiday" from hell through American Airlines Vacations, what a mistake. We are chasing them for our money!!! Go to Jamica. At least the food and the drinks are for real.

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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mara J, Customer Service at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, February 28, 2017
Dear member, thank you for taking the time to shared us your comments. We hope to see you again soon.
Report response as inappropriate
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6,132 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Gloucester Point VA
1 review
common_n_hotel_reviews_1bd8 53 helpful votes
Reviewed May 26, 2003

My Wife and I spent a wonderful 10 days for our honeymoon at the Aventura Spa Palace. When we read the various reviews of the resort on trip advisor we had lowered our expectations, but thankfully the resort and the staff exceeded all expectations. At little about us first were 25-30yo, both certified divers (1000+ logged dives), have been to numerous all-inclusive resorts, and like camping or being spoilt while on vacation. One thing about the Aventura Spa Palace, we knew what to expect before we went, and I think that is the greatest letdown for people who do not enjoy there vacation there. Some pointers for you if you think you are considering to go to Aventura Spa Palace.Cost - this seems to vary greatly for no apparent reason, as all the rooms and service are identical. We were not with a package, and booked our accommodation through Flight Centre at the Bayshore shopping Centre in Ottawa. We paid $254 US per night (for 2 people) (1778p/w). Some of the couples we met were paying $400/n for exactly the same as what we got. Booking directly thought the resort was $300/n, and those that signed up for the time share deal were paying $244/n. So shop around!Money take American dollars with you, and have lots of small notes for tipping and paying for souvenirs. It is very difficult to get notes once you are there, and most change comes in Pesos even if you pay in dollars.Time Share attack - they come after you very strongly, but if you say no (or don't pick up your welcome packet, there is nothing in it) they will leave you alone. However we decided that it would be amusing and we had a little time to spare, and they give also you a bunch of free stuff for going (either $100 credit to use in the spa or shop, a Mexican pack that has 2 t shirts, a blanket, hat, 2 bottle of alcohol etc etc). They are very smooth in there sales pitch, but it does become a little frustrating after you have said no 30 times to 3 different people (all in the 1.5 hrs allocated). Note it starts out at $70,000, and their finalwere 4 couples that bought one of the packages in the time that we were there. Say no, get your prize and leave.The Beach - there is none. Instead they have excavated 2 lagoons into the surrounding rock, the spa side is quite small but the Aventura side is large. The have made an artificial beach, crushed limestone, and there are hundreds of pool chairs under little huts for shade. We found this fantastic, there was no room to throw a Frisbee or play games on the beach, but the lagoon was tranquil, there was an abundance of marine life to view via snorkeling, and there was bar service to your chair:-)If you wanted the beach scene you either jumped into a taxi and went down to Xpa-Ha Palace ($13 roundtrip) or biked down to Puerto Aventura (5 minutes from resort). Very nice beaches at both, but I would not like to be there when the wind blew up above about 20knts.The resort - It is huge. To walk from one side to the other takes about 10-15 minutes. The restaurants and bars are spread out throughout the entire place.The rooms - there are 1800 of them. Remember ocean view will mean that you will have to walk out on your verandah, stick your head over the railings and turn to one side. Our room was located at the very back of the resort, with the ocean view:-). At first we were going to change rooms, but then thought, how long are we going to spend in the room anyway? So we stayed where we were and that work just perfectly. A lot of people we met changed rooms to get a better view of the ocean /pool, and it didn't seem to be that much of a problem for the staff. The rooms themselves were quite large, ours with a king sized bed. The double Jacuzzi and large shower came in very handy. The rooms have a TV but there are only 3 English speaking channels 2 news and I think Fox. Again we were not in the room very much. The maid service was great and very attentive.The Food - we had very few complaints. Most restaurants offered buffet style meals. The selections were varied, and on a whole very good. Occasionally one dish wou and get something else, the benefit of all-inclusive! The food is a little less sweet than what you get in the US, but still very good. Some of the restaurants were al la cart, and again the food was exceptional. Because of the long stay we had (10days) we got to eat in all restaurants, and by far our favorites were El Greco and La Hacienda. These two places had an exceptional menu and exceptional staff. note - the best service and food are at noon for lunches and 6-7pm for dinner, out of this time the staff a very busy and personal attention drops a little.The Spa we were lucky that we did not to go to the spa early on in our trip, if we did I think I would have been there everyday, and I would have had to take out a loan to pay for them all. The massages were incredible. The pre massage room was outstanding and you could have spent a lot of time in the jacuzzis, foot baths, head to toe showers etc etc. We went on the last day and it was a fantastic way to finish the trip.Tipping - we always carried around some US currency for tipping when we felt it was appropriate. We didn't tip at all in our first few days, not because the service was bad, but because we wanted to ensure that the same service was going to prevail throughout the trip, and tip accordingly to those who provided exception service. Within a few days we new the wait staff who provided the best service, asked for their areas when we went to that restaurant. The only person I felt it necessary to tip regularly was the beach / pool waiter, who kept bringing the drinks to us while we were laying out in the sun. They walk a long way, and have a lot of people to serve. The tip ensures that they are back to your area every 30 minutes, so it makes sense.Day trips - we only went on one of the day trips provided in the promotion. Chitzen Itza light and Sound show. The ruins were spectacular, but the light and sound show was a disappointment, mainly because I understand very little Spanish, and the show is completely in Spanish. The day was long (9.30am unt do it over again we go to the ruins for the day trip but not the light show. In general all day trips are just that, a very full day with lots and lots of traveling. Apparently Tulum is spectacular, but it is better to hire a car and go down there early in the morning before the buses arrive to enjoy it the best.Secret Hideaway just a few minutes from the resort is the little town of Puerto Aventura. Go to the resort Tennis courts grab a bike and peddle down. From here you can go fishing, snorkeling, diving, swim with the dolphins and manatees, or just sink a beer watching the Dolphins (or the sport on Sky TV). There are numerous shops; no great deals but also any people harassing you like in Cancun or Playacar. A great little town.Diving - we spent 3 of our days diving in the region. First we went out to Cozumel, booked through Aqua world located at the resort. Similar to the day trip we went on it was a lot of traveling (6 hrs) for 2 x 30 minute dives, that were not that fantastic good but not exceptional. A few days later we dived a Cenote, an underground freshwater cavern complex. Not to bad, but certainly something I won't be doing again in a hurry (many people freaked out during or after there first dive). We then found a little dive shop (Aquanauts) in Puerto Aventura, and did 2 dives with them, which made all else wither in comparison. The shop was run but a group of Canadians, who were very friendly and flexible in arrangements. The first dive we left at 9.30am and were back by a little after 11am, with a 55 minute bottom time, the second we left at 2pm and were back by 4 with an 1:10 BT. These dives were fantastic, and blew what we saw of Cozumel out of the water. Traveling was minimal, 5 minute bike ride from the resort, maybe 10 minutes in a boat and splash! I could not recommend them more.In general the whole trip was incredible, and we will be doing it again in the near future. All I can say is that the prepared traveler will have an incredible time at the Aventura Spa Palace.

  • Stayed May 2003
    • Value
    • Rooms
    • Cleanliness
    • Service
Helpful?
53 Thank barraboy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mara J, Customer Service at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, February 28, 2017
Dear member, thank you for taking the time to shared us your comments. We hope to see you again soon.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
A TripAdvisor Member
Reviewed May 26, 2003

We just got back from a week at the Aventura Spa Palace for our honeymoon. It exceeded all of our dreams and expectations! The resort itself was always immaculate, our room was tremendous, and the service was outstanding. My husband and I are already making plans to go back in a couple years for an anniversary trip.

Helpful?
8 Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mara J, Customer Service at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, February 28, 2017
Dear member, thank you for taking the time to shared us your comments. We hope to see you again soon.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
AIRDRIE, Scotland
Level Contributor
39 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 89 helpful votes
Reviewed May 15, 2003

Been to the Aventura Palace two years in a row and wouldn't hesitate to go back. The rooms all come with optics of liquor, bars and twin jacuzzis. At night the beds are turned down with chocolates laid on the pillows. The rooms are immaculate. The staff are very friendly and go out of their way to help. The dining rooms/ restaurants are excellent and serve a variety of Mexican and European dishes to suit all tastes. There is always food being served whether meals or snacks (which are also of a high standard), and there is always a bar open. All in all we loved this hotel and can't wait to return.

Helpful?
8 Thank marky1874
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mara J, Customer Service at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, February 28, 2017
Dear member, thank you for taking the time to shared us your comments. We hope to see you again soon.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
LaGrange, GA
Level Contributor
8 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed May 1, 2003

We will be making our 3rd trip to this wonderful resort on 5/17/03. We keep coming back here because it is absolutely lovely and the staff is very attentive. The beach is not all you could hope for, but the pool is better than you could ever imagine. You can opt to take a free trip to the Palace resort just 15 minuites south of this one and you couldn't find a better beach anywhere if you tried. You still get all the food and beverage on the all inclusice and it has very good snorkling and an eco-park setting.The food at Aventura is like most all-inclusives. There is a lot of variety, but most is mass produced and falls into an average catergory. However, don't let that keep you from going. This resort is special and you can't miss having a great time. The spa is one of the best I have ever used. Take you friends with you for an even better time, but you won't have trouble meeting people at the pool to socialize with.

Helpful?
10 Thank MyCatDixie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mara J, Customer Service at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 2 weeks ago
Dear guest, thank you for taking the time to shared us your comments. We hope to see you again soon.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
A TripAdvisor Member
Reviewed April 23, 2003

We stayed here for our honeymoon and were hugely disappointed. Firstly, the beach is absolutely terrible. The "sand" is actually ground up limestone that turns into concrete once it gets wet. We witnessed a tractor dumping the limestone on the "beach" while we were there. You have to wear shoes to walk on it. There is only a very small lagoon to swim in and it is stagnant and dirty. This is NOT the place to go if you are a beach person. If you prefer the pools, you will love it. The food is very good although I did get very sick my first day at the Italian buffet restaurant and needed to see the doctor twice. The spa is fine. The lobby and restaurants are beautiful and it is spotlessly clean. If you enjoy a HUGE resort, this is the place. There are something like 4000 rooms, it was way too big for us. The service at the lobby desk is just terrible. Thank god we stayed at another resort the previous week, the El Dorado Royal (which we loved by the way) or our honeymoon would have been a HUGE dissappointment.

Helpful?
15 Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mara J, Customer Service at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, February 28, 2017
Dear member, thank you for taking the time to shared us your comments. We hope to see you again soon.
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

Property: 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:
#1 On the Beach Hotel in Puerto Aventuras
#1 Spa Hotel in Puerto Aventuras
#1 Luxury Hotel in Puerto Aventuras
#1 Top resorts Hotel in Puerto Aventuras
#5 Family Hotel in Puerto Aventuras
#8 Business 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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