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“Awesome honeymoon!” 4 of 5 bubbles
Review of Heaven at the Hard Rock Hotel Riviera Maya

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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
2 reviews
“Awesome honeymoon!”
4 of 5 bubbles Reviewed October 12, 2012

My husband and I just for back from our week long honeymoon at Aventura Spa Palace!

Had a wonderful time! Service is excellent. Some of the people made it a very memorable time. They do all that they can to please you.

Entertainment staff is great! They try what they can to make sure you have a great time! The whole staff at the pool is great.

Credits are nice to have. We booked before the 11% tax so we didn't need to worry about that. We both had 2 massages, swam with dolphins, went to tulum, chef's dinner, and tequila tasting. We had plenty to do the whole time.

They play classic rock everywhere, so if you don't enjoy that then maybe it is not place for you. The pool bar is always very loud as well, with the same music playing all the time.

Food was just ok. But, lots of selection so you should be able to find something to eat.

Overall, we had a great time. We would definitely go back!

We booked through tripguy.com with Mark. They were great! He answered all my crazy questions very promptly. We were supposed to have a resort view, but they got us an oceanview room! I will use them again!!

  • Stayed October 2012
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank laurabell21
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, October 15, 2012
Thank you for choosing our resort for this special occasion. We are very glad to know that our service was up to your expectations and that our entertainment staff was great.
We are thrilled to hear that you enjoyed our promotions and tours and that your Honeymoon was awesome.
We distress to learn that you found the food to be just ok. We have 8 different restaurants to appeal to many different tastes. We will share your comments with our Food and Beverage Manager in order to ensure the satisfaction of our guests.
We hope to have the opportunity to welcome you back soon.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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6,031 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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Atenas
Level Contributor
23 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
4 of 5 bubbles Reviewed October 11, 2012

Just returned from two weeks at the Aventura Spa Palace (9/25-10/10)--absolutely fabulous vacation. Whether you're in your twenties or your seventies this place is awesome.

However, they have some issues which have been and should be addressed here. They are undergoing a transition from Palace Resorts to Hard Rock. Because of the impending major renovation (to Hard Rock branding) their normal continuing maintenance (like painting) is visibly being deferred in many areas.

Other areas, most importantly service, have not been impacted. The staff are still friendly, engaging, and will go to incredible lengths to keep us happy. The food is excellent, but you can't please everybody. You still have to find out which restaurants have the food that suits you best.

This resort is remarkably diverse. It's easy to get solitary ocean-view time (although a waitress will still find you every fifteen minutes) or subject yourself to high-volume pool fun&games, depending on what you're looking for.

Most of the members (myself included) are a little anxious about what Hard Rock will bring. We love this place and are concerned about what change may bring. We'll find out next year!

Room Tip: If you can't get satisfaction from the Front Desk, talk to a Public Relations representative, ra...
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  • Stayed October 2012, traveled with friends
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Dan H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, October 13, 2012
Thank you for taking the time to share your comments with us. It is a pleasure to hear that you had an “absolutely fabulous vacation” here at Aventura Palace.
Thank you for pointing out the issues that concern you, we will share your observations with our Management and Maintenance team.
It is great to know that our staff transmitted the kindness that characterizes us.
Regarding your concern about our transition you can be sure that we are in no way decreasing the warm and special service which is customary to our guests in our resort.
We are looking forward to welcome you back in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Leesburg, Virginia
Level Contributor
148 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 87 helpful votes
4 of 5 bubbles Reviewed October 10, 2012

My wife and I just returned from a week at Aventura Spa Palace (9/30-10/7) on a member deal that we could not pass up. We stayed on the Spa, adults only side. We have stayed there before 6 years ago and were pleased to see the property had maintianed its beautiful layout and grounds. I dont want to concentrate on the negatives of the trip and we had a great time but when i look at these reviews it is always nice to see if people had any ciriticisms outside of "everyone was rude" and the "bed was hard"- (Too subjective) The resort was about 15% capacity (thus the great deal) and felt very empty as it is a pretty big place. We upgraded to concierge level prior to going to find out you can use a resort credit to do that when you get there, saves you some money. It was nice to be able to enjoy the pool without having to reserve a chair or make a reservation at a restaurant and it was easy to get a drink at any bar including the swim up bar. The service employees bent over backwards for us as they usually do when we stay at the Palace. We did have a small snaffu with our initial room which was on the concierge level close to the front of the building with a killer view- day three we got rain in the night and it decided to rain into the room next to our bed (not their fault). Out of the room at 8:30am. We were offered several different other rooms but none had the view we were accostomed to with the concierge or what we had initially (we were being picky- hey only 15% capacity, why not). We spent most of the day out of the room as we waited for a room we did like to be de-occupied at 10:30 and then cleaned. It was a long 8 hours as we were relegated to the resort as most activities off the resort and our golf for the day had been cancelled. The bell hops did their absolute best at keeping the situation light and allowed us to keep our luggage at the front bell hop station- where we visited any time we needed to change or get anything. The front desk did not seem in any hurry to get us in to the room as we knew the cleaning staff was in the room next to ours at 10:30 and could have cleaned ours next, back in a room at 4:00pm????? Customer service for these issues has never been Palace's strong point, their English goes North and my Spanish goes South, but we got into the room and enjoyed it even better than the first. Back to the great stuff- SPA is trully amazing- definitely go early and enjoy the hydro therapy area prior to any service, the dining was very good, especially dinners- we have been to Mexico 12+ times and mostly at all inclusives and we enjoyed the food here, tons of choices. New room service menu is direct from the restaurants, very diverse and tasty and not burgers and fries, although we liked those in the past for late night. Entertainment staff was excellent. The resort is transistioning to be a Hard Rock and the entertainment style was already on its way to loud and over the top, which was good for a few days up front but got old at the end- same old dance mix CD at the pool. There is no "beach" but there is tons to explore along the natural reef coastline. We loved the shows, especially the fire show! Chefs dinner was a nice touch. Tequilla tasting very educational- dont buy at the resort- get it at one of the fixed price mega shops in Playa Del Carmen- better price! The family side of the resort was almost empty and we walked through one day at noon and did not see another patron?? Little eirie- but if we had brought the kids we would have had a run at the whole pool and all the activities although no one to play with at them except Mom and Dad. The optional wine list upgrade is nice although extremely over priced but you can use your resort credits of $1500 towards it. There is a twist though- you now have to pay a 11% fee on any money you spend of the $1500 resort credtis- this is not well expained to you as you book the activities. $200 bottle of wine= $22 fee, which is what the bottle actually costs in the states?? You'll need to keep close track of what you spend as you mostly do not get receipts on anything outside the botique. This had most of the fellow members in arms although we all used all of our $1500 so I guess it is still a good deal though the resort has figured out to increase the price of anything you can use the $1500 on like golf ($200 p/p with resort credit without club rental- $50 p/p cash for clubs) at the club for a walk up it is $110 greens fees. They get another $165 out of you on the $1500. Have them print out a receipt of what you have spent of your $1500 at the VIP desk every couple of days so you dont go over. Ran into several people who thought they had more $1500 than they did and ended up spending $ on things they probably would not have- i.e $200 bottle of $20 wine. One other peice of unrelated advice for any resort in the Cancun area- they will want to transport you off the resort so that you are at the airport 3 hours prior to departure- for Spa Palace this means you leave the resort 5 1/2 hours prior to your flight (we had a (9:30 am flight= 4:00am leave time). You can sign a waiver to leave 1 hour later which I highly recommend. The airport is very efficient, security is much easier than the US, check in is all electronic and only have to wait if you are checking a bag and there is only bad American chain food and Tax free shopping to do for you 3+ hours that you wait, if your plane is on time- and they are open! There is a Starbucks!!!!
All in all this is a wonderful resort with unique grounds, easy access to Playa del Carmen and wonderful staff. We shall see what happens when it becomes the ROCK.

Room Tip: Long walk to lobby where everything is if you are in a building in the middle or far ends of the res...
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  • Stayed October 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
12 Thank Brian20176
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, October 12, 2012
Thank you for taking the time to share this detailed review, we are sure that many travelers will find it helpful.
We are very glad to know that you find the resort layout and grounds as beautiful as always.
However we regret that it took too long to assign you another room of your liking. You can be sure that your comments will be shared with the areas involved to prevent this situation.
We are happy to hear that you had amazing treatments at the Spa and that our Entertainment team was great.
We are looking forward to welcome you back in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bellevue WA
Level Contributor
131 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 47 helpful votes
5 of 5 bubbles Reviewed October 10, 2012

My husband and I stayed here Sep. 27-29 as the beginning of an 8 night Mexico vacation for our 30th anniversary. I had stayed here about 8 years ago (before the big hurricane) and loved it, and wanted to share this resort with my husband, who has never been to the Yucatan Peninsula. Although much of the stained glass was not replaced after the storm, the resort and grounds are still lovely. The art throughout the resort is beautiful and everything is clean & pristine. The staff are all very welcoming and energetic, urging you to participate in activities and join in the fun by the pool. The pool area is huge & awesome. There was always something going on at the pool. Water Zumba in the morning. A good live band in the afternoon and bartenders giving lessons on how to make various tropical drinks (including all attendees having a try themselves). We also each had a massage at the spa. The spa here is the best in Mexico, in my opinion. Huge facilities on multiple levels. I love the wet area with the 3 plunge pools (hot, warm & cold) and the running water area with water jets for your feet. Multiple steam rooms & shower combinations round out the wet area. A wonderful way to get ready to relax for your massage! This resort has a revolving list of restaurants that are open on certain days. Be sure to visit La Trattoria for dinner. Best Italian food I've had anywhere, along with attentive service. Order a Mayan Coffee after dinner for a great private show!

Room Tip: Be sure to get an "Oceanfront" room if you want a good view of the ocean. We had reserved...
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  • Stayed September 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
4 Thank LoveToTravel1962
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, October 11, 2012
We are delighted to know that you had a wonderful stay at our resort.
Thank you for taking the time to share this review.
It is great to hear that after 8 years we fulfilled your expectations once again and we hope to keep doing so many more times in the future.
We are very glad to know that you enjoyed the activities by the pool, our fantastic Spa and the delicious meals at La Trattoria.
We hope to have the opportunity to welcome you back soon.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Newmarket, Canada
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed October 10, 2012

We just returned last week from a week at the Aventura Spa Palace. Once again, it did not disappoint. The service was great, as usual! The weather was fantastic and we spent many hours at the lagoon, snorkeling, etc. The food was fantastic and we ran out of time to try all the restaurants. We attended the Chef's Dinner which was a lot of fun. Our concierge, Jessica, was so helpful with planning our week and giving us all the information we needed. We were also very impressed with Mau, one of the activities staff. From hosting the Michael Jackson show, to translating at the Chef's dinner to heading up the snorkel tour at the lagoon, he was everywhere! And always with a big smile on his face and time to stop and say hello. We look forward to our next trip!

  • Stayed September 2012, traveled with friends
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Esther493
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, October 11, 2012
Thank you for sharing your kind review. We are happy to know that your vacation was fantastic and that you enjoyed our service and facilities.
Thank you for taking the time to mention Jessica and Mau. We love hearing feedback when our staff members provide great experiences.
We are looking forward to welcome you back.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
PHILLIPSBURG
Level Contributor
17 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
5 of 5 bubbles Reviewed October 9, 2012

My husband and I spent a week at Aventura Spa palace from Sept 29th-Oct 06, 2012. We had a fantastic time! I took advantage of the $1500 resort credit and received 2 massages and a facial at the spa. All the services were FANTASTIC! We loved the restaurants with La Huerta being our favorite! Our favorite waiter was Mauro at Ventanas who went out of his way to make me a Mayan coffee. It was overall a wonderful trip and we will be returning again soon. We fell in love with the resort, but also all the wonderful staff that really made our trip special!

Room Tip: We love quiet mornings and were lucky to stay in the Francos building. it was nice and quiet but ri...
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  • Stayed October 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank SHEILA M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, October 10, 2012
We are thrilled to know that you had a fantastic time at our resort. Thank you for taking the time to share your review. It is great hearing that you enjoyed your Spa treatments and that Mauro provided excellent service. We are looking forward to see you again.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cherry Valley, New York
Level Contributor
11 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 bubbles Reviewed October 7, 2012

My husband and I spent a week at Aventura Spa Palace for our honeymoon and it was absolutely fantastic. The staff was so friendly; they went above and beyond to ensure our stay had anything and everything we needed to ensure we were nothing but extremely happy. The all inclusive actually means ALL INCLUSIVE...from food, to drinks both alcoholic and non, to superior service and excellent restaurants. I don't think we had so much good food so often in years! Oh, and if you like a superb margarita, get one with Don Julio tequila and you will not be disappointed!! They also include snorkel equipment so you can swim with the fish that are everywhere. There is also a rock climbing wall and a fitness trail that has beautiful scenery if you just want to walk through it. The resort itself is just absolutely beautiful with stone stairs, lookout points over the water, waterfalls and fountains, not to mention pools inside and out, jacuzzi s, and just something to please the senses everywhere!! The spa that you can use your resort credits for is wonderful! My husband and I went for a 50 minute couples massage which started off with an hour before to spend in the sauna or steam room or jacuzzi or just relaxing...your choice to pick one or all!! We have already decided to go back every fifth anniversary we loved it so much!! Definitely recommend to anyone thinking of an all inclusive resort...this is the absolute best!

Room Tip: All rooms have sound-proof glass balcony doors so there is no loud room, just depends on whether you...
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  • Stayed September 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Stacey B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, October 11, 2012
Thank you for choosing our resort for this special occasion. We are very glad to know that your honeymoon was wonderful. It is great hearing that you loved our All Inclusive concept and that our staff provided the excellent service that you deserve.
We would be delighted to have the opportunity to welcome you back in the future for another amazing vacation.
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 Spa Hotel in Puerto Aventuras
#1 On the Beach 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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