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“Worst resort experience” 1 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
Wilmington, North Carolina
1 review
common_n_hotel_reviews_1bd8 16 helpful votes
“Worst resort experience”
1 of 5 bubbles Reviewed March 2, 2013

Unless you are with great friends who all have a great sense of humor about how bad an experience can be-- don't go here!! We went in Feb 2013 with two other couples and here is what happened in four days:
1. Rooms were supposed to be ready at 3 pm. One couple didn't get checked in until 9:30 pm. They were given a room that was already occupied!!!! (Oops, sorry about that wet bathing suit spot left on your bed!??!)
2. The other couple's jacuzzi didn't work, but I guess we got lucky. We only got locked out of our room one time because the key didn't work anymore.
3. Don't bother with the resort credits- there are no available appointments at the spa anyway! Trying to talk with the staff was impossible and resulted in severe frustration.
4. Oh, and did we mention the resort will be totally without electric power for 8 hours today?
5. Don't forget to pack your pants, gentlemen! Though you won't find this posted on the site, you'll only get to eat at one restaurant without them. The buffet was never properly replaced so don't get too picky!
6. Had to spit out the "wine" -- not drinkable. Maybe it was partly because they served it in plastic tumblers?
7. Be careful if you order room service, as the racoons like to rumage through your leftovers at night. (Can you say, "Over the Hedge"?)
8. With all the bars, how can you really be "out of tonic" for a vodka tonic?
9. Surprise! There is no beach!! But there is a huge pool. All the lounge chairs were taken by 6:30 am so I'm not sure what time you have to get out there to reserve.
10. We were all appauled by the lack of service. Nobody seemed to care about anything. When you asked for something, it was not uncommon to get the response of "No." Or, better yet, when the staff made a mistake, they tried to blame you for it!
11. The kicker was on the last day, after breakfast, we went back to the rooms to pack our things and leave for the airport within the hour. Much to our surprise, one couple's key had been deactivated ("but you are checking out today" they said). We waited forever for someone to come, and even after multiple phone calls and promises to help, no one came. One sweet employee ended up climbing the second floor and going in through the balcony to let them in to their room!!

Needless to say, we will never return to the Aventura. If I'm going to save up all year for a vacation, I'd like to go somewhere where I feel pampered! Instead, I would highly recommend the LIVE AQUA. We had great service there in 2012, and longed to once again hear their phrase, ...."it is my pleasure."

Oh well. I guess what they say is true- truth really is stranger than fiction!!

Room Tip: No room is worth it!
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  • Stayed February 2013, traveled as a couple
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
16 Thank Carol M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 4, 2013
Hi Carol M, we appreciate your feedback.

We apologies for any inconvenience that you may have experience during your stay, this is certainly not the image that we want to provide you.

We distress to learn that your vacation started off on the wrong foot with an uncharacteristically long check-in.

We will definitely take the corresponding measures to avoid this occur in the future.

Our housekeeping department always verifies the room status before we assign those rooms to ensure we will provide you the corresponding quality.

We recommend our guests to take advantage from the resort credits and call to our vacation planner’s line earlier then their arrival to ensure they will have the appointments on time. We had a government requirement in regards the electrical power that is why had to suspend the electricity for a while.

We regret your perception in reference our staff, we rarely receive suggestions in this topic.

Our F&B is working very hard to provide you with the best food quality at our 8 different restaurants.

We are very sorry for the inconvenience that you may have with your room before your departure, we have shared with our management team and they are taking the corresponding measures and this won´t occur in the future.

Also let me inform you that we have bought lounge chairs to our pool area and we will have more spots immediately to give you a better service.

We hope that give us the opportunity to host you again to show you our improvements.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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6,042 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
Burnaby, Canada
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed March 2, 2013

My wife and I have travelled to Mexico several times. Throughout our travels, we have never met such a special gentleman like a Bellboy who works at Aventura Spa. His name is Heriberto. This young man not only made our Vacation, one to remember, but we will never forget him. I have never met such a person, who was so dedicated to make every guest happy. He is always smiling, and will do anything to make your stay perfect. With his kind smile and awesome personality, Heriberto became our friend. The Aventura Spa is luckily blessed to have a worker like Heriberto. We would return to the Aventura Spa just to visit Heriberto. We would really like to see Heriberto get a promotion to a higher position within the Aventura Spa, where he could excercise his strong communication skills with all guests, so all guests could have a positive interaction with such an excellent person the way we did.

Doug & Roza F.

Room Tip: We had a corner room, and it had a beautiful view of the Sea. Make sure you confirm with your travel...
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  • Stayed February 2013, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Doug F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 5, 2013
Hello Doug F, We much appreciate your kindly comments.

It is pleasing to hear that you were able to experience the warmness that characterizes Mexican people.

Thank you for mentioning that Heriberto provided you with an efficiently and friendly service.

We love hearing feedback when our staff members provide the best service; we actually have an incentive program for the staff members that our guest mentioned in their comments.

Once again thank you very much for sharing your experience with our readers, we hope to see you again in your next vacations.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto
Level Contributor
44 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 83 helpful votes
3 of 5 bubbles Reviewed March 1, 2013

This 5 star resort definitely has some benefits:
-Great rooms, food and friendly staff.
-Loved the italian restaurant. (yum creme brule)
-Truly enjoyed the spa services
-Free long distance calling to land lines (you will be charged for calls not made to land lines)
-Free in-room bar taps with 4 bottles (unfortunately you can not request specific bottles)
-Ladies, if you like slush drinks, go to the lobby and ask "Eddy" for a Riviera Myan, or if you like shots, ask for a bumble bee
-This was the first resort where I did not feel like tipping was mandatory. Staff provided same friendly service, however, give them a buck herre or there.

But, the negatives:
-No pool loungers/seating available unless you get up at 4-5am and place your towel out like all those inconsiderate people who seem to save a chair all day and sit in it only a few minutes. If you walk over to the childrens area, you will get a chair (I would recommend you actually stay in the childrens area - more chairs, activities, and there really weren't a lot of kids)
-Man-made beach is neat, but its not enough if you like the beach scene
-The resort will be converting to another hotel chain in the fall. Construction has already begun and anytime there is a problem, you will hear the staff say "we are in transition" and use that as their excuse for everything that does not go well
-The service area that handles the resort credits are not at all helpful. I went in 2 times to book and neither time did the represnetative take the time to actually go over all the options.
-If you do take in the "sales presentation" for the time shares, they will call you at least 2 more times during your trip to try and convince you to take their deals. If you have money to burn, then it might be ok, but more and more you can find the exact same deals online without having to commit to time-shares (watch groupn or wagjag)
-Do not rely on room service if you order by way of the door hanging menu. Our never arrived and we had to go on our excursion hungery

All-in-all, I would not go back here until the renovations are complete.

  • Stayed February 2013, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank whiskeygirl24
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 2, 2013
Hello whiskeygirl24, thank you very much for sharing your experience.

We are very glad to hear that you enjoyed your overall stay and that you took advantage from our services like the free long distance calls and spa treatments.

We always want to exceed your expectations; our chef is innovating flavors to tastes real culinary experiences.

Thank you for mentioning that Eddy provided you with a marvelous Riviera Maya cocktail. We love hearing feedback when our staff members provide a good service.

We are very sorry for the inconveniences that you may have experience with the beds at the pool, we gladly inform you that we already took measures and we are currently waitting for the delivery of new beds and make sure this won`t occur in the future.

Like you said before we are in transition in order to provide you with a totally new, refreshing and awesome experience.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hertford, North Carolina
Level Contributor
28 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
4 of 5 bubbles Reviewed March 1, 2013

I gave this hotel 4 instead of 5 stars as there were a few things that could be improved upon, e.g. The towels at the pool and some in the room were worn. Although I believe this will be addressed as they are getting ready for a major renovation in April and are probably waiting for then to replace all towels. Also, in the beginning of our trip it was a little difficult to get a spot by the beach area. People were reserving chairs very early in the morning and not showing up until lunch time or later. Management however was responsive to customer complaints and instituted a policy which freed up many of the "reserved" beach chairs.

Other than the few things mentioned above, our 10 day vacation was perfect. The spa treatments were excellent. The restaurant food was delicious, different selections were offered in the different restaurants, and the wait staff were courteous and friendly.

The room was very nice. We were in the center of the resort which made it easy to go back and forth between the Cove and the Spa area.

Entertainment was offered nightly, and the shows were very good.

Best of all, all of the people we interacted with from wait staff, hotel staff, vacation planners, and even the house cleaners were very friendly, very helpful and always professional. I can't wait until we return.

  • Stayed February 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Jikaal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 2, 2013
Hello fh619,that you very much for your kindly comments.

We are glad that you enjoyed your time in this resort. It is wonderful that you liked our food options, drinks and entertainment activities.

It is pleasing to hear that you were able to experience the warmness that characterizes Mexican people.

You comments regarding the chairs have been shared with our management team and we are taking the corresponding measures in order to avoid a similar situation in the future.

Once again we appreciate your comments and we hope host you in your next vacations.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cascade, Wisconsin
2 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
2 of 5 bubbles Reviewed March 1, 2013

We stayed w/ palace resorts a year ago and were not happy to find all inclusive is NOT all inclusive. This year, you still get your 1500 resort credits - but now you pay a service fee of 11%. Latest email said the Hardrock in Punta Cana and Puerto Vallarta will now be 16% on 1500 credit. Was NOT able to purchase upgrade at checkin - tour group got all the concierge rooms. Been members for 10 yrs but won't be back next year. Member benefits can now be purchased on line for less than members pay.
Also "before" one could use resort credits for room upgrade you still can but only 1/2 the other half cash. But it did not matter as they were "fully booked" for upgraded room.. most likely a tour group like what happened to us before.. sure would be nice to have members be able to reserve on-line before showing up at the front desk....

This place is not yet "hard-rocked" they are starting on refurb of the south complex of the Cove area. Given the usual speed of construction this property will be completed in oh say 5 -6 yrs..The "example" suite we were shown was ok.. really nice plywood counters and missing wall paper/paint.. I would suggest they get "real" construction workers on this ONE suite ASAP if they really want to impress anyone. Oh nice guitars on the pillow cases.. better put RFID on these puppies...

Nice they have the El Greco open for breakfast one can sit outside..liked the open air grill option for lunch.. great chicken and skirt steaks.
Nice they had live (sorry) USA music in the afternoon around the pool several afternoons. only thing on the Spa side 3-4 deep chairs around the pool. We ended up at the Cove side lots of open seats, well minded kids bigger pools and Don Julio Anjo in the lobby bar.

Oh yeah also "before" one could use resort credits in the gift shop... well no more as they farmed this out to whomever.. BUT in the over priced jewelry stores and cosmetic shop no problems.

Oh speaking of prices.. and the "upscale" wines .. globally one can expect 2,3 or maybe 4 x mark up from retail.. $99 was a starting point (ok mostly funny money but)...for Little Penguin that in the US we can find at the store for $5.00.. BOHICA !

Decent Argentine Barbara however..

The workers/servers/waiters/bartenders were ALL top notch.. great folks as usual.

Room service was Juanie on the spot as usual.. called for something less than 15 min they were there WITH a follow up call to make sure we got what we wanted.. nice..

These folks deserve any and all credit they can get.. now if mgmt can get their act together...and empower their supervisors since we once again had the stooges routine over several issues...no one could do anything have to check with someone else, with someone else with supervisor XYZ.. etc etc...

  • Stayed February 2013, traveled as a couple
    • 1 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
3 Thank Eva L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 4, 2013
Hi Eva L, thank you for taking the time and give us a feedback.

We regret to learn about your perception in reference to the service received and we would like to express our distress for what you considered a less than satisfactory experience.

We have a standardized process to receive our valuated members to provide you the service that you deserve, we were reviewing our records and we followed it in a proper way.

Concerning the upgrades, we apologize you were not pleased with the assigned accommodations, as you may be aware that as per contract adjacent room, connecting rooms; specific room locations, room view, or types of beds in rooms are not guaranteed although we do everything in our power to comply with all of our guest requests.

We are very happy to hear that you enjoyed our restaurants. We want to provide you with music for all the likes.

We sincerely hope you give us other opportunities to show you our improvements.
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Valley Stream, NY
Level Contributor
56 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 186 helpful votes
5 of 5 bubbles Reviewed March 1, 2013

There were a few minor problems that we encountered but all in all a great time. Please read and you will see what the problems were. When we went outside from the airport to take the transfer to the hotel there was a preson there with a hard rock tee shirt on. We went to him and gave him all our information. He said the van would be there with in 10 minutes (must be mexican minutes). 35 minutes later a van finally showed up. The ride to the resort was approximatly 45 minutes. When we arrived we checked in quickly and were escorted to our room. We then proceeded to go to the spa reservations desk. Well it seems as if a lot of people make there appointments quickly so the space for spa appointments were not what we wanted. We did get our spa treatments time and then we were set to just relax. The following morning we proceeded to the pool area to find not one seat in the water available. I found out why. People come down at 6 in teh morning to put towels on the chairs then go back to teh room. I did say something but they stated there was little they can do. Well I feel for getting up early and I too was putting towels on the chairs in teh morning.
The restuarants were great and the food actually improved since two years ago. Every place we went for dinner was great. Our favorite was La Tatorra. Wait time was about an hour but we went to the bar and relaxed. they opened a new restuarant on the Cove side La Pizzoto it is on the water and wow food was fantastic. The manager Maria kept asking if we needed anything and was always around if you needed anything. The shows are of course nothing spectacular but hey your in Mexico not New York. All in all it was a relaxing trip and of course the staff will always do what ever it takes to pllease you. Please remember if you stay there and the service is good a dollar goes a long way. The bar maids walking around all day did not expect a tip but we always gave them a few dollars at the end of the day.

Room Tip: We stayed in the Clainet section
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  • Stayed February 2013, 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?
3 Thank fh619
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 4, 2013
Hello fh619,that you very much for your kindly comments.

We are very sorry for any inconvenience that you may have experience with your transportation, unfortunate OnTour is an independent contractor, anyhow we will share your comments with their management team to avoid this occur in the future.

We are very glad that you enjoyed your time in this resort. It is wonderful that you liked our food options, drinks and entertainment activities.

It is pleasing to hear that you were able to experience the warmness that characterizes Mexican people.

In reference your comments about the lounge chairs, let me inform you that we have bought more facilities and this won´t occur in the future.

Once again we appreciate your comments and we hope host you in your next vacations.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Grafton, Wisconsin
Level Contributor
9 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
4 of 5 bubbles Reviewed February 28, 2013

People who want to enjoy Mexico and know that they are in a safe environment should consider staying at the Aventura Spa Palace/Hard Rock on the Riviera Maya. You can feel pampered and secure at this wonderful resort and spa. They have numerous restaurants, activities and tours for your entertainment. Helpful staff are everywhere and more than happy to help in any way they can to make your stay as pleasurable as possible. We had a great time this past Feb. Balmy breezes and temps in the 80's were wonderful. Golf was the best for us locked in winter.
Never had to worry about safety, so enjoy your time at Aventura!

Room Tip: Ask to be near the lobby area for the easiest location to restaurants and activities. If all you wa...
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  • Stayed February 2013, traveled with friends
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
3 Thank RuJa_12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Penelope S, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 1, 2013
Hello RuJa_12, We much appreciate your kindly comments.

We are happy that your experiences with us were as you expected.

It is wonderful to hear that you enjoyed yourself completely and had a fun trip to Rivieramaya.

We always want to provide with an excellent, friendly and safe service as you deserve, it is very good that you enjoyed it! .

We hope you will visit Rivieramaya again soon and come back to visit us at the Aventura Palace Resort.
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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 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 Top resorts Hotel in Puerto Aventuras
#1 Luxury Hotel in Puerto Aventuras
#1 On the Beach 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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