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Heaven at the Hard Rock Hotel Riviera Maya
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Reviewed January 6, 2013

We went Dec 28-Jan 4. We booked Aventura Spa and once he understood the layout of the huge facility, we realized they roomed us on the Aventura Cove side. I was NOT happy, because they never even told us they were going to do that. We had to walk all the way to the Spa side everyday which is quite a hike. I never complained to the staff about not being on the Spa side as we paid for, because my husband suggested not too. But I was NOT happy and it still bothers me.

We did not know it wasnt a sand beach. That was unfortunate. And yes, we joined in on the saving your chair by 6 am deal too, otherwise we wouldnt have a chair. To me, that wasnt that big of a deal. I kind of liked it actually. But I am sure if the resort wasnt booked to its capacity we wouldnt have had to do that.

The Spa services were great. The salon services were not. People there seemed to not care and were just going through the motions.

We never booked an expensive resort like this before, but definitely expected more. I did not like the segregation of the 'elite' members. They got half of the beach reserved for them. I do not like when people are treated different, because we were under the impression that everyone would have access to the same things.

We didnt have the guest services book in our room and had to call down 5 different times to ask for one. Then we were left a message that they didnt have any left and if we wanted to order room services we would just have to call down and see if they have what we want. Pathetic!

Overall, my husband and I are still trying to recover from the food. We have been sick since our 5th day there. I would recommend the Cove resort for families and the Spa resort for large groups of people who want to have fun. We, as a couple, will not be returning.

Room Tip: Ocean view was nice.
  • Stayed: December 2012, traveled as a couple
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3  Thank Kate D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded January 12, 2013

Dear Kate W

We apologize for not getting the room on the Spa side of the resort. You are correct we had the resort at full capacity and there might have been issues with getting a chair by the pool, we are very aware of this problem we already increase the number of chairs available and also we increase the staff to deal with this issue. But we are glad that you enjoyed our Spa services. We hope you give us the opportunity to host you again here in the Aventura Spa Palace.

We take your comments and suggestions seriously and we are going to share them with the Staff involved and with our management team.

Best Regards.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 6, 2013

We traveled to Mexico as a group to celebrate New Year's and a couple of birthday parties. We booked the hotel and received a $1500 resort credit. This is a good deal; it can be used towards the spa, golf, or any upgrades in the hotel. This is a beautiful place with awesome views. We were told the hotel was in the process of being bought by Hard Rock so that might explain why things were not quite up to par. First off, we arrived at the hotel early and sat around waiting for our room. It was not ready for on time check in, even though the staff knew we were there for several hours. And our bags were put off to the side with no tags put on our bags! They have a huge stack of bag tags and no one put anything on our stuff! The rooms are a little out of date. Cracked tile in the shower, toilet handles that need a little jiggling, and lights that do not work. The pool closes at 5PM. That's right...5PM. There are resorts in the area where the pools stay open 24 hours! The food is average at best. It is cafeteria style and it has that feel. The staff is less than helpful. We tried to get change to tip the staff and no one "had any money to do so." I also asked in one of the bars to have a game channel changed and the guy I asked said he didn't know where the remote was and proceeded to walk away and make a drink. The highlight of the trip is a bartender named Armando. This guy is awesome and makes great drinks. Ask him to lights the drinks on fire...it can be donw and he does it awesome!
For the money, stay at another resort.

  • Stayed: December 2012, traveled with friends
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5  Thank Mike M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded January 10, 2013

Dear Mike M

On behalf of the Aventura Spa Palace let me first say that we are glad that you liked the hotel and the option of using your 1500 resort credits that you can use 100% for the spa or for golf rounds, excursions, room upgrades etc…

We are aware there were some issues during your stay do to an overbooking issue that we had and we already increase the staff to deal with this issues in the future. As you know we are going to change our hotel to the HardRock brand just like we did very successfully in our hotel in Cancun, the process is going to be gradual to avoid any inconveniences to our guests. We are doing this to offer a unique experience that you cannot get any were in the Mayan Riviera.

We hope you give us the chance to host you again here in the Aventura Palace or our other hotels in Cancun or the Dominican Republic.

Best Regards.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 6, 2013

My husband and I, along with our sons and son’s girlfriend, traveled to the Aventura Spa Palace for the outstanding Belden wedding In October 2012. We had one of our best vacations ever thanks to the incredibly talented, professional and caring staff, as well as the fantastic accommodations and activities. The wedding itself was beautiful. We took full advantage of EVERY activity – volleyball, water polo, water aerobics, snorkeling, kayaking, yoga, the dolphinarium, spa, karaoke, wine tasting and all the entertainment – too many to list!

The recreation directors, Maurice, Victor and Danny were outstanding, tireless and fun. I’m still amazed by Mau’s energy and varied talents. The yoga classes with Manuel and Victor were truly some of the best I’ve had, and I looked forward to them every day. And my husband enjoyed the great spin classes. We also took full advantage of our resort points at the spa (great massages, manicures and pedicures) and extra activities.

The food was great everywhere, particularly at La Trattoria, Mundaca and La Hacienda restaurants. We thoroughly enjoyed the sommelier wine tasting with Eduardo, who was very knowledgable.

Most importantly, the resort was able to accommodate an important dietary restriction, and did so flawlessly the entire trip. Many thanks to all the managers, chefs and waiters, and special thanks to Jose at Mundaca. And, thanks to all in guest services and the front desk for their help. The poolside service from Maria and the others was great and I wish I could list everyone’s name!

The truly caring service from just about everyone was notable and won’t be forgotten. We were sad to leave, but still talk about the fantastic time we had. Looking forward to our next vacation at the Aventura Spa Palace.

Maria

  • Stayed: October 2012, traveled with family
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2  Thank Maria D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded January 10, 2013

Dear Maria D

We are so happy that you had such a great vacation here at the Aventura Spa Palace and that you enjoyed all of our great activities that we have to offer along with our great entertainment staff all this and our great food and our great Spa but most important our great people.

We are going to share your comments to all of the hard working staff involved in your great vacation.
Please hurry back will be waiting you with open arms here at 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.
Reviewed January 6, 2013

Had a great vacation. As common to a lot of people we had problems at check in. The room wasn't ready but rather then telling us right away and giving us something more entertaining to do like sit at the bar and have a drink (around the corner not 50ft away), they made us stand there for 20 minutes and barely said a word to us. My advice....if you don't get checked in right away don't stand there, slip around the corner to the lounge, enjoy yourself and tell them to get you when they are ready. Aside from that the stay was great. All of the food was very good. Be forewarned that there isn't a beach per say, but the waterfront setup is fine. Although you can't make reservations for dinner you can go and put your name in and they may ask you to come back in 30 or 45 minutes. Being prepared for this we would put our name in then go have a drink at one of the bars, then head back and were always seated right away. The beach towel/ chair game is one you will just have to play....get your chair by 8am. There is a few complaints about staff being rude on here. For the most part I think the issue is very few of them speak English so they don't try to speak with you and therefore appear rude. Having read the reviews on this site we were expecting to have the few issues that we did have so they didn't bother us. I would definetely stay there again.

  • Stayed: January 2013, traveled as a couple
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9  Thank OntarioCpl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded January 10, 2013

Dear OntarioCpl

Thank you for your comments and suggestions. We are very glad that you had a great vacation at the Aventura Spa Palace and that you enjoyed our food and our waterfront, we might not have a large beach but we are very proud of our lagoon it is a great place to relax and snorkel and is also lots of fun for kids. We are sharing your suggestion with our front desk staff and also with Management. We already increase the number of chairs in the pool so next time you visit us you don’t have any issues.

Please hurry back, We love to host you again here at 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.
Reviewed January 6, 2013

We spent a christmas week in Aventura Spa, a golfing family with two adult sons. Great all inclusive hotel adults only. The rooms are ok but a bit small. Quite noisy, thin doors to corridors (might vary from room to room). Very good service at all restaurants and bars. There is no sandy beach, large nice pools and sea lagoons. Wonderful view. You can use Aventura Cove's restaurants and pools, gives several choices. No problem getting restaurant reservations, we had late dinners around 8-9PM. The food was good and you have several options, Japaneese restaurant the best. But bevare of the wine that was awful, you can upgrade wine with resort credit's, but "cost high". The resort credit system is good but information is not. You will pay 11% "fee" when using your points, so a use of 3000 resort credits cost you 330USD extra, bad/no (hidden in terms and not clear) info about this on web site. We booked the Aventura as they marketed golf as one of their activities. The tee off time reservation process was very complicated, had to e-mail/call several times, unclear/strange replies. Monica Bernal at the golf course is great and saved us with very good service. The only golf course to use your resort credits on is Playacar (info not on website) it's a very good golf course, 20 min transportation (included) to course. You can use resort credits (see above), green fee 200USD so it's expensive. You can also play Puerto Aventura golf, 5min from the hotel, a 9-hole nice course, 75USD, but not in the same standard as Playacar (no resort credits). As far as I see it Aventura has a management issue where the transition from a Palace hotel into a Hard Rock (will not happen until May/June 2013?!) is creating a huge frustration for the service people and managers, they have hard time to give you answers, and creates frustration for both staff and guests. This is a must for the management to deal with. We recommend this nice hotel, with hard working service staff, but you might want to consider another hotel if you should focus on golf activities.

  • Stayed: December 2012, traveled with family
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6  Thank Anette M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Xavier V, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded January 10, 2013

Dear Anette M

On behalf of the Aventura Spa Palace, we are so glad that you had a great time staying with us and we are so happy that you enjoy the great service and the food and also that you enjoyed or great golf course in playa car.

We are taking your comments and suggestions directly to management, you are correct we are in a transition process but the changes we are doing are to enhance your experience. With the help of the HardRock brand our great service the best Spa in the Mayan Riviera and our great golf course you are going to love coming back.

Best Regards.

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