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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
Montreal, Canada
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Would go back”
Reviewed March 15, 2013

If you go to a resort and meet people who are returning after vacationning there in the past, you know it's a good bet. One out of every 3 couples/groups we met had been there before, some were up to their fifth trip, and I understand why.

First off, the ''bad''; No beach in any tradiotionnal sense, but the small salt water basin are waveless pools perfect for those who prefer salt over chlorine. Also, it's a great casual snorkling experience; friendly fishes, hermit crabs (we saw one almost the size of a volleyball!), small moray eels, ect. I ended enjoying those tidal pools as much as i would've playing in the powerfull mexican waves you'd get in cancun.

Location; It's not close to anything, but it's easy enough to get around by taxi or bus (called ''collectivos'').


The good;
Pampering staff, great food with many options, very clean, premium brands of booze at no extra cost, greatest gym i've seen on any resort ever, huge site, great spa.

Overal, our experience was On par, if not better, then certain more expensive resort we've been in.

The great; two words; resort credits. Usually when something sounds too good to be true, it usually is, I guess this was the exception.

Here are some of the things me and my wife enjoyed; Massages, facial, body wraps, manicure, pedicure, hair cut, hair color, all-inclusive day at the hard rock café in cancun, a mayan ceremony called the Temazcal (loved it, I recommend you book yourself a relaxing massage an hour after, just trust me on this). You only pay the service charges, whis is 11% (totally worth it).

All in all, one of the most relaxing 2 weeks in recent memory, I would go back on the drop of a hat.

Room Tip: We were in the Tuba section (all hotel sections have musical instrument names) facing north-east. It...
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  • Stayed February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Mr_Disc0
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 25, 2013
Hi Mr_Disc0, thank you very much for your awesome review, we are pleased knowing that you would back for after experienced firsthand why many of our guest keep coming back to our resort becoming not only frequent guests but part of our family. We are glad that you took advantage of your resort credits and booked several of the great activities, purifying at the Temazcal ceremony and relax at the Spa, getting ready at our Posh beauty Salon, took a day-pass to visit our sister property at Cancun. It really seems that you experienced a truly relaxing vacation and we look forward to welcome you again with open arms here at Aventura Spa Palace.
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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
Saint Michael, Minnesota, United States
2 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed March 15, 2013

My husband I went to Aventura Spa Palace for our honeymoon 1/1/13-1/8/13. It was a gift from my dad and stepmom and came highly recommended by both them and my brother and his wife. We love to travel and I have been to many wonderful resorts in Mexico. This however, was just okay. Unfortunately that is not what we were looking for for our honeymoon. . . but it wasn't awful by any means.
Pros-
The pool was gorgeous, and the people were very friendly. The food was okay. . . but if you do go, try the tempura fried ice cream at the Japanese restaraunt. . . . UNREAL!!! I have been to multiple all inclusives, and I have had much better food, but I will not complain about the taste of the food, because we definitely ate well, and are NOT picky :) The beds weren't too bad. A little hard, but I was so exhausted every night that i felt like the pillows had sleeping dust on them!
Cons-
There really aren't any ocean view rooms unless you are in a presidential suite. That was disappointing to us. They have a nice honeymoon package. The first room we got was a double room. . . had to switch because I wanted a king room for the honeymoon. . . not too much of a request i don't think, but boy was this an issue. 3 rooms later we were settled in one of the last rooms on the property which in hind sight was okay because it was quiet, but just not what we were expecting.
The room service was terrible. We love ordering juevos rancheros when we travel to MX, and the only way you could get them at this resort was on room service. We ordered 3 times, and only once did they get it right. We ordered room service for dinner once. . . completely screwed the order up. We didn't realize, but the full menu was not in the binder which we had to beg to get since our room didn't have one.
No beach. . which we knew, but now we know we will go to a resort with a beach.
It was so big no one really ever got to know you(as in the staff).
The rooms are very small. Honestly, how much room do you need? But it is all in perspective to what you are used to.
We booked a romantic spa package. . . that was probably the most memorable part. . . a lot of extreme hot to extreme cold treatments that we weren't ready for!! It definitely wasn't relaxing. . the massage part of it was good, but i ended up with a pinched nerve from it and was put on steriods when we got back to heal it. .
All in all it was a good vacation. . memorable to say the least, but we won't be going back. Wasn't terrible, but we have just had much better!

Room Tip: King rooms are better than doubles.
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  • Stayed January 2013, traveled as a couple
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Helpful?
1 Thank Angela5503
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 25, 2013
Hello Angela5503, thank you for your review, we appreciate you chose our resort to stay in such special occasion. Our tempura fried ice cream at Zen is one of many of the great option at Zen and we are happy to know you loved it as well as the honeymoon package amenities, and had a great night sleep after a day full of fun. On the other hand we would have loved to fulfill your expectations and we are sorry we missed our mark this time; we sincerely hope we can welcome you again in a future visit to give you the service and vacations you expect from Aventura Spa Palace. Thank you again.
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Edmonton, Canada
2 reviews
Reviewed March 14, 2013

Ok too start lets say that the service here is #1 from bartenders Alex and Reyas too servers like Alberto and Roseanglea and if i knew well lol remembered everyone's name it would be on this review they were all great from front desk too store too bell hop! But hey ya need more then #1 service, so next up the food once again im a very simple and picky eater but still likes too go out and food here top notch sure you wont get a Alberta beef tenderloin but your NOT in Alberta.. breakfast was fresh made anyway u want, lunch menu great and dinners out the same! Sure theres no beach but if you went there thinking there was one maybe open your eyes and look and what your booking and don't CRY about it after!!! Sure there was a shortage of chairs at the pool bar but when your running 90 too 100% your gonna have too show up early or go else where there loads of chairs around! Dirty and worn towels ok sure maybe a few might be frayed but its a towel its made too dry you off not too be pretty and if they are dirty once again people SMARTEN UP!!! when you go too the bathroom wear shoes flip flops anything but bare feet sooooooo dirty.... and we weren't members but was treated like we owned the place. We did have friends that had problems with airport pick up and depart but this was all the booking agent not Aventura staff. we will return too this place and I hope it stays the way it is NO HARD ROCK!!!! Keep up the GREAT SERVICE aventura staff :-)

  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Draper H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 23, 2013
Hi Draper H, thank you so much for your wonderful review, indeed one of our biggest draws in our resort is the excellent service from our staff, we will share your comments to our management teams and our collaborators, and we know they will appreciate them. Concerning your comments about the towels and chairs I am glad to inform you that we have taken actions to ensure this is resolved to meet all of our guest’s satisfaction. We assure you that we will continue to deliver outstanding service to every guest every time. Thank you again and we look forward to host you again here at Aventura Spa Palace.
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Vancouver
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed March 14, 2013

Last week my boyfriend and I returned from Adventura Spa. It started a little rocky because they had apparently "overbooked" themselves so they had us on the "cove" family side when we clearly paid for the adults only "spa" side. After a 6 hr plane ride and an hour bus ride this was not the news I was expecting to hear. Especially not with just 2 double beds pushed together instead of a kingside bed.
It turned out, however, that the family "cove" side appeared to be exactly the type of vacation we were expecting: quiet, contemporary, lots of beach chairs, no lineups for anything and no screaming children. Because we had booked our trip on the last week of February to the beginning of March there were hardly any children present, nor were there even that many people around either. Spring break starts in the middle of March so we missed all the traffic! It was great!! Therefore we had the best of both worlds, we stayed on the quieter side but were able to eat at all the "posh" restaurants on the "spa" adults side. Funny, because we realized that although the environment was mush more promising on the "spa" side, the food was better on the "cove" side! There is an awesome steakhouse on the "cove" side called Mundaca. It had no lineups, excellent quality and selection of meats and great service. The breakfast buffet, Vendana, was also an amazing restaurant with everything you could possibly desire. The Mexican restaurant on the cove side was also amazing! Try the mayan coffee! It comes on fire!!
All the restaurants on the "spa" side did not allow you to make reservations and you had to wait at least an hour to get a table. And the quality wasn't as good as the "cove" side.

The Spa is absolutely amazing! No problems booking appointments! They have over 100 rooms and are open until 11 pm. The massages and chocolate wraps were excellent! Just a tip, I didn't really enjoy the aromatherapy with every treatment, it was overbearing so I just asked for no aromas and it was just perfect! If you want to leave a tip, just bring the cash with you and put it in your robe because after the therapist brings you back to the front you never see them again.

Carlos the server at the Sports Bar on the "cove" side was fantastic! So kind and sweet! Cesar the server at Vendanas was also great! There were also two awesome female breakfast cooks making customized eggs, waffles, pancakes and french toast to order. It's obvious that all these people enjoy their jobs and are very good at what they do!!

Another thing to note is just decide what kind of vacation you are looking for. If you want a vacation for a couple that is relaxing, quiet and the energy is just chill, book with the Cove Side!!
If you are looking to party, meet people and want the frenetic energy book with the Spa side!! While at the lounge on the "spa" side we also experienced a bar brawl between 3 elder men and a server. I don't know the details of what happened I just knew I didn't want to be around it!! But it was all good and got sorted out immediately. Kind of perfect timing for the band to start playing the Rehab song while the fight started!

All the workers are friendly and happy and we were glad we went!!

Room Tip: The "cove" side is much quieter in general!!
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  • Stayed February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank JLOVancity
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 23, 2013
Hi JLOVancity, thank you very much for your review; it is nice to hear that after all you found exactly the type of vacation you were looking for in the Cove side!, And it seems that you really took advantage to enjoy the best of both sides of the resort and this happy accident made of your visit a an awesome vacation, reading your review we are really happy to hear that you found many of our restaurants choices of your liking and that you had no troubles at all to find lounge chairs to relax and soak up the sun. We appreciate your suggestions to our readers about the Spa, and overall. We are very glad you came too and would like to thank you for sharing your experience and hope to see you again at our resort to make of your next visit another wonderful experience.
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Wilmington, North Carolina
Level Contributor
21 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed March 14, 2013

We stayed for a week at the end of February. The hotel and grounds were beautiful, and very expansive. Walking from one end of the resort and back was a mile and a half trip (we did lots of walking with the pedometer).

The food at the restaurants was very good, as was the service. All employees we encountered were friendly and helpful. There was a good variety of places to eat and food at each restaurant. What was especially nice was that many of the restaurants were not your typical all-inclusive buffets. There were upscale, sit-down, order-off-the-menu restaurants, where the food was excellent - small portions, but still excellent. That was a nice surprise.

We took advantage of the spa which was very nice. They really try to push the day trips to Xcaret and Xplore, which put us off a little bit. We ended up booking our own tour with 'Local Quickies' and had a PHENOMINAL time. Do yourself a favor and look them up on Tripadvisor to see what they are all about. You will not regret it.

The only real issue we had was with beach chairs. There simply are not enough. There were large empty areas of waterfront space with NO CHAIRS AT ALL. And there is no actual 'beach' with sand, so you can't just put your towel down on the hard ground. We searched each day from one end of the resort to the other looking for chairs. We (that really means my husband) ended up waking up at 6:00 am to get chairs, and even then, people beat us to them. On one occasion, we were sitting out in the hot sun because we were only able to find chairs with no shade. Next to us was a group of chairs with a nice umbrella that someone had gotten to and placed their belongings on at some point before 6:00 am, and finally at 2:00pm the women who had saved them finally showed up. 8 hours later!!! That is just wrong!!

If the resort would invest in some additional beach chairs, this would be an excellent place!!

  • Stayed February 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank Wendy M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 20, 2013
Hello wim63, thank you so much for your review we are pleased knowing that you felt pampered and had a great experience at the a variety of a la carte restaurants.
We at Aventura Spa Palace aim to provide excellent service to our guests at all times, and to help us achieve this, your feedback is really important to us. Regarding the situation you mentioned about the lounge chairs around the pool, we would like to make clear that the hotel discourage this practice as we consider that all our facilities should be available for the courtesy of all our guests. we would like to inform you that this issue is been worked on and we have taken the necessary actions to ensure our valued guests have available chairs to sit around our beach and pool areas. However we are glad that this inconveniences did not affected your overall stay and you still had a great vacation. We appreciate your comments and feedback and look forward to welcome you again soon at Aventura Spa Palace
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Level Contributor
38 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed March 14, 2013

Like nearly every other medium to poor rating for this resort, trying to get the room you were promised is a nightmare. We booked in November for our trip in March - a group of ladies - and were told there would be no problem getting rooms clustered together. WRONG. We were in completely different buildings. And when we complained, we were politely told we could get our money back and leave the resort. Wow...really? Management did finally step in and try to make up for the mistakes, but only after we insisted on meeting with the property manager at the end of our trip.

Rooms were smaller and dated, and looked shabby and worn. But the food was good (not the best I've had, but not the worst) and the spa services were very nice. Room service was spot on (no problems) but housecleaning was ridiculous. How hard is it to remember to put fresh towels in a room? The best part of the resort were the waiters and servers - all were very polite and gracious.

If you're just looking for plenty of liquor, plenty of sunshine, and a bed to crawl into at night, this is the resort for you - but you can find the same experience at a cheaper place. If you're looking for the top-notch experience this resort claims to give...I recommend looking somewhere else.

Room Tip: If you need to speak to a manager, look for the people in black shirts. Everyone else is just a wor...
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  • Stayed March 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Poissonoeuf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 20, 2013
Hi Poissonoeuf, thank you for your review. We are very sorry that we did not meet your expectations and we apologize for that as we always try to deliver excellent service to make our valued guests vacations an unforgettable memory. Nonetheless we are happy to hear that you liked our Spa services and found our restaurant´s food good. We hope you give us the opportunity to provide you with a true Aventura Spa Palace experience in a future visit.
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Spruce Grove, Canada
Level Contributor
13 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed March 14, 2013

I stayed from Feb 25 to Mar 4/2013. I have travelled extensively and this was my 6th trip to the Myan Rivera. It was our first time at this property and I have to say that the service was excellent! The food was great! We didn't have to wear arm bands/bracelets or make reservations for the alacarte dinners. That was great, it felt like a true vacation not having to watch the clock and get to dinner on time! I can't tell you much about the pool because I never tried it. I spent most of my time in the lagoons snorkeling, swimming and floating on my lounge chair. No beach to walk, but the lagoon was great, even when the waves were high, you could enjoy the lagoon. They even served drinks to you in the lagoon if you were near the edge. Our room was very comfortable and clean, the 2 person tub was fun! The 1500 resort credits were great, they only cost 11%, we didn't use all of ours (I had a facial, a 120 minute massage, 2 swimming with the dolphins and a tequila tasting party and it only cost me around $80.00, it was well worth it!). I have previously stayed at the Now Sapphire 5*, Iberostar Grand 5*, Valentine Imperial Maya 5*, Grand Serenis 5*, Allegro Playacar 3.5*. With this being said I can honestly say that this resort was my second favourite (the best was the Iberostar Grand) but this one is definitely worth a visit.

Remember to take a travel mug and water shoes for the lagoon!

Room Tip: Surprisingly, the ground floor was great (I don't usually like the ground floor). I was in room...
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  • Stayed March 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank RickJody
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Alejandro M, Customer Service Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, March 20, 2013
Hi RickJody, thank you so much for your comments, indeed it is very convenient for our guests not to be worried about the clock as you can go at anytime to any of our a la carte restaurants and we love to hear that you enjoyed the lagoons so much snorkeling and relaxing at your lounge chair. We feel very privileged to be within your top five favorite resorts in the Riviera Maya, we hope we can welcome you again very soon to make your next visit another great vacation.
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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 Luxury Hotel in Puerto Aventuras
#1 On the Beach Hotel in Puerto Aventuras
#1 Top resorts Hotel in Puerto Aventuras
#1 Spa 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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