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“Paradise!”

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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
Boston, Massachusetts
2 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Paradise!”
Reviewed March 27, 2013

My boyfriend and I stayed here from March 10 to March 17. I was a little nervous because I had read some of the bad reviews here, but I had no reason to be! This resort has the best service I've ever experienced. The grounds are absolutely beautiful and well kept. Even though there is no beach right on the ocean, we thoroughly enjoyed the lagoon. We went snorkeling and played beach volleyball for hours. Yes, you have to get up early to get chairs right around the main pool, but if you get up later, you will definitely find a spot on the lagoon or at some of the side pools. The day-time activities at the pools are really fun and the people who run them are hilarious and keep you laughing. The water is comfortably warm and the music is fun.

We thought that the food was excellent. The Italian restaurant was the best non-Mexican, in our opinion, but we did thoroughly enjoy the steak house too. The breakfast layout is FANTASTIC. They have everything you could want for breakfast - custom made omelets, waffles, oatmeal (i LOVED the oatmeal.. i think they put vanilla in it or something because it was delicious!), Mexican breakfast stuff, tons of delicious bacon, fresh fruit, etc. For dinner, we felt that the Mexican restaurant on the Cove side was the best. We are both lovers of Mexican food and were a little bit disappointed when we realized that the resort doesn't really spice up its Mexican food, probably for fear of scaring the tourists who are not used to spice. When we told this to our waiter, he brought us a bowl of deliciously hot habanero sauce! Yum!

We enjoyed an extremely relaxing couples massage and hydrotherapy. But we also did a lot of extra excursions while we were there: XCARET, XPLOR, and the Chichen Itza trip. We also swam with dolphins. All of these experiences were unique and wonderful and I cannot wait to go back. Yes, Xcaret and Xplor cost extra, but they were so worth it! If you are an adventure lover and don't want to spend an entire week around the pool, these activities are perfect. We were completely floored by our experience at Chichen Itza. Breathtaking.

We tipped constantly. Although our room was not cleaned by early afternoon on Monday, we called housekeeping. They came up right away and we tipped them 5 dollars. For the rest of our stay, they came and cleaned our room twice a day: once in the early afternoon and once in the evening, setting the mood for the night. We left 40 every day (4 dollars), and the housekeepers left us extra champagne and wine and chocolates... we found little surprises every day we came back to our room. It was wonderful!

I cannot stress enough how pleasant and warm all the staff were. All the employees we met at the resort and our trips to Chichen Itza and Xcaret made us fall in love with Mexico. Even when there was a hiccup, I cannot imagine letting something like a improperly cooked burger ruin our trip. We do quite a bit of traveling and are aware that things are not always going to be the way we expect them, no matter how much we pay for something. The best you can do is not let it bother you or ruin your vacation and instead look around you and realize that you are in paradise! I can't wait to go back!

  • Stayed March 2013, traveled as a couple
    • Value
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Helpful?
7 Thank LinxB
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, April 19, 2013
Hello LinxB,

We really appreciate your comments; it was very rewarding to read them.

We’re nothing but blissful to learn you had such a terrific time here and that you did ignored those bad reviews, just to realize that this hidden gem has only pleasure to offer. We’re beyond satisfied to learn you felt so pampered during this vacation; it seems you loved our very peculiar Cove full of colored fishes and the service provided by our accommodating staff, not to mention our invigorating spa, and assorted gastronomic offer.

We will keep working hard to maintain your preference in you upcoming visits to Mexico.

Warm regards
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penticton
Level 1 Contributor
4 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed March 26, 2013

My husband and I have been going to the Riviera Maya for 5 years in a row for always for 2 weeks and have been to 5 different resorts so far this resort has been the worst. When we arrived at the resort we were given a room on the bottom floor facing a green fence and bushes with 2 twin beds. NOT what we paid for we paid for garden /ocean deluxe room with king size bed so we had our bell boy Heriberto take our bags back to the lobby. We spoke to the lobby clerk asking for another room with king size bed garden/ocean deluxe view. The clerk said sorry that's not what you paid for I said no this is what we paid for showing her the original paper work which was different on our e ticket.Its a good thing I always travel with the original paper work a little trick I have learned over the years. So she goes on to us tell that they have no rooms available till the next day and that we can push the beds together for the time being. This was not acceptable so we insisted on talking to a manager and again told that they had no rooms available till the next day. Not good enough we didn't except that and so my husband and I simply told the manager that we will just sleep in the lobby until you find us a room. Low and behold they found us a room quickly. While us being there for the 2 weeks we talked to many couples who had this happen to them even long time members.
Food was good except for the hamburgers they were raw not cooked right through still pink in the middle, towels far and few between and ratty and hardly, lounge chairs far and few between for the amount of guestsand the steak house was awful . On the plus side the staff was awesome one in particular was the bell boy Heriberto he was the one that took our bags back to the lobby and then to our new room. In the 2 weeks my husband and I and the couple we were travelling with had become good friends with Heriberto. In fact on his day off he took us around to out of the way towns and shops, gave out candy the children, showed us some cenotes and to Tulum beach It was the day ever. If it wasn't for Heriberto our vacation would have been a flop Heriberto made our trip. In fact when we arrived home Heriberto called us from Mexico to see if we made it home safe. I can not stress enough how wonderful this man is.
We will never go back to this resort but will go back to the Riviera Maya just to see Heriberto but will be staying at a different resort. I hope for the resorts sakes they make some changes to ever get us back.

  • Stayed February 2013, traveled as a couple
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Helpful?
3 Thank grizpen
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, April 19, 2013
Hola grizpen,

Thank you for sharing your opinion with us. Your feedback is very important; we are very serious about customers’ satisfaction and you may rest assured that all your comments were already forwarded to our Management Team.

We sincerely regret to know that this time you did not enjoy your vacation in this Mexican paradise. Please accept our heartfelt apologies for any inconvenience you may have experienced during your stay; on the other hand, thank you so much for emphasizing in the great job that Heriberto did, isn’t he the best? We regret that you did not meet other staff members like him.

We would like to have the opportunity to change your perception in a future trip. Please feel free to contact us for any further assistance.

Warmest regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Carlinville, Illinois
Level 1 Contributor
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed March 25, 2013

We (2 couples) stayed mid Feb. for a wonderful week. We enjoyed are stay very much. Was pampered by the spa. Worked out in their awesome gym which over looks the beach area. You don't feel like you are missing out on the action with an awesome view of pools & ocean. I Enjoyed the Zumba class.If Need more exercise...lots of beautiful places to walk to on this resort!! We walked back and forth to Cove and Spa many times!! But at nite when we were all dressed up they run carts so that was nice too. The Chef's Dinner was fun, fancy & entertaining!! Our favorite was the music and entertainment by the pool!! Water exercise starts at noon and we never left till 5. Enjoyed grilled chicken,flank steak, pork chops with all the extras everyday by the pools.Mon & Thurs. Live band... loved it!! Snorking tour was very intertersting...good to know the different fish. The service was wonderful.Bartenders at the pools waitresses all worked hard all day to make our stay very pleasant!! Also nite entertainment in loppy area everynite!! Drinks were always full!! Lots of restaurants to try. Food is good. Lots of fruits& veggies!! You can eat as healthy or not as you want!! Over all a great vacation!! Beautiful resort,awesome service,food,drinks plus $1500. credits. Really you can't go wrong!! We did go Concierge level and we are members. and this is our 6th vk with Palace resorts!! We did miss the beach so we are going to try Hard Rock Cancun next time!!! As Cancun Palace was our 1st vk and we loved the beach!!!

  • Stayed February 2013, traveled with friends
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Helpful?
2 Thank Nicki B
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, April 19, 2013
Hi Nicki,

We're so happy to hear you loved your visit with us! Thanks a bunch for sharing your comments with future travelers and with us.

Our grand Spa is one of the most popular venues here; we’re thrilled to know you were so spoiled there. Our colleagues work hard to ensure your stay with us is memorable and great! We’re happy that you got to enjoy our gym and the pools in both sides not to mention our beautiful grounds; we’re delighted to know that you got to take advantage of your time here. Yes, we do not have a beach here but swimming in our cove is a must with its crystal clear water and plenty of sea life. You’re right; our resort delights food lovers with a wide choice of cuisines, from local Mexican, to classic Asian diner fare.

We would love to have you come back to our hotel sometime soon.

Regards!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Roanoke, USA
Level 3 Contributor
15 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed March 24, 2013

Do your homework - this resort is 1.15 from the airport and it does not provide a beach. That being said, it is ideal for adults (spa side) looking to relax. My wife and I have been here 4 times and each is more enjoyable than the last. Upgrade to Concierge - kinda worth it and access to the more private beach was exactly what we wanted. Buffet is better than average. Italian and Mo No No Hana is exceptional in terms of service and quality.

Advice - besides upgrading to concierge, eat breakfast inside at Mo No No Hana - the service and food is better.

Not sure if we'll be back when it converts to Hard Rock but you still have time to enjoy the resort.

Side Note - Elect for Cancun Shuttle for the airport transfer. If you do, ask for Paco. Amazingly well informed on the area and a great guide.

  • Stayed March 2013, traveled with friends
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Helpful?
Thank Adam W
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, April 19, 2013
Hello Adam,

We thank you much for sharing your experience about your last stay with us in this sunny piece of the Riviera Maya.

We’re overjoyed to know your loved your upgraded room, the Concierge Level really worth it, doesn’t it? We’re happy to that you felt pampered with our delectable food offer including fine dining, casual dining, quick bites & 24/7 grub.

We will be pleased to host you again & provide you with another relaxing vacation.

Warmest regards!
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Saskatoon, Canada
Level 3 Contributor
11 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed March 24, 2013

We stayed at the Aventura spa from March 16 - 23 2013. This resort is great,we had an awsome vacation. First of all i do not understand the people who complain about the staff,they try very hard to please you.When was the last time you stayed at a hotel near your home? You would be hard pressed to get this level of service in your home town hotel. I would like to mention the names of some staff members who went above and beyond. Eric Hernandez Flores-(Lobby bar waiter) Eduardo Velasco Vargas-(Lobby bartender) amazing card tricks. Angela-(Lobby bar server) and David Concepcion Novelo-(Bellboy) our maid and many others who's names i did not get. Thank you all. Yes,this resort does not have a real sand beach and we did miss that a bit, but the breaker wall makes for a calm lagoon to snorkel in,which was great,lots of fish to see.The food at this resort is so good, i can not find one thing to complain about in the food category. The grounds are lush and beautiful as well as clean. If there is one thing they could improve on at this resort it would be an outdoor seating area for the bar. The martini bar is open air but its right out on the ocean and so windy your drink may blow out of your hand. When on vacation we like to spend most of our time outdoors.(Including evenings) so an outdoor bar with less wind would be a big plus. Thank you Aventura Spa for the awsome vacation.

  • Stayed March 2013, traveled as a couple
    • Value
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Helpful?
Thank P_K633
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, April 19, 2013
Hey P_K633,

Thank you lots for this wicked review. It is very encouraging to hear that our fabulous staff spoiled you rotten & that you enjoyed so much your very first time in our beautiful Mexico.

Thanks as well for highlighting the names of those members of our staff which made a difference in your vacation experience, we will certainly reward them for their great passion and hard work.

We’re very happy too to learn you delighted your senses in our sparkling cove; not to mention our mouth-watering restaurants.

We’re ready to welcome you again and give you another awesome and unique experience.

Best regards!
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Washington DC
Level 4 Contributor
49 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
Reviewed March 24, 2013

The resort itself is quite nice, but the problem lies with the management. Although we booked over six months in advance and requested a king size bed and upgraded to the "ocean view" room, we were given two double beds and our "ocean view" required looking through trees and buildings. (Management later confessed the ONLY rooms with ocean view are the suites).

We were put on a waiting list to get a room with a king size bed, and were still waiting five days later when we checked out. The manager often ignored customers who wanted to speak to him, but after 10 minutes of waiting, when I asked why we were given 2 double beds, the manager was not at all apologetic and instead blamed the office that assigned rooms.

The transport company they recommended we use (ON TOUR DMC) was a complete scam, REQUIRING that we leave 5 hours before our return flight. (They let you sign a waiver for an hour extension, but will NOT let you leave any closer than 4 hours to the flight-- even if you speak to the manager-- and blame it on "U.S. law", which "requires" you to arrive AT LEAST 3 hours in advance-- which as any frequent traveler knows is not at all true). With no bags to check and a speedy check in (at the very modern airport), this led me to have 2 hours 45 minutes of waiting in the airport-- which I think is the point, so you can spend $20 there on a mediocre meal.

Long story short and all venting aside, would NOT go back again. Plenty of nice all inclusives. Don't waste your money on one that is so inpersonable and management does not care about customer's satisfaction. Highly dis-recommend this one.

Room Tip: Don't be fooled- only rooms with ocean views are the suites.
See more room tips
  • Stayed March 2013, traveled as a couple
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Helpful?
3 Thank arthurlord
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 arthurlord, thank you for sharing your concerns with us as it give us the opportunity to address them. First please accept our apologies for any inconvenience you may have experienced during your stay, we do our best to make every stay a wonderful vacation, and our management team is committed to deliver excellent service, we regret that you feel that our Manager was not as apologetic as you would liked. Indeed our ability to make the necessary changes to move you to another room more of your satisfaction was effected by a high occupancy during your dates of stay, however the room view you booked is as advertised in our website, if our guest wish a room with a full ocean front view, as you mentioned, those are the Presidential Suites. As for the transportation time-frames, it’s the policy of the Cancun airport it is a standard and we adhere to it. See the ASUR website: asur.com.mx/asur/…travel_Tips.asp It states check in 3 hours prior to departure time for international flights, On tour offers a private transportation service that adjust to your schedule.
Nevertheless we are truly sorry that we did not meet your expectations and you would not recommend us, we hope you give us the opportunity to host you again and make your next visit a wonderful one.
Best regards.
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Kitchener, Canada
Level 2 Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed March 24, 2013

This was one of the worst resorts that I have ever been too! The service, food, and lack there of beach made our vacation not a fun one! This resort is going to be a Hard Rock Hotel in the future so my advice would be to wait until it changes over.

The Spa - we had great massages there and I would recommend getting one. It was the only thing about this resort that put a smile on our faces. The check-in staff and the staff in the waiting room aren't the best but one day they will understand that they would receive tips if they quit texting. Try the hot stone massage though...it was AMAZING!

The Restaurants & Food - they do first come, first seat so get to where you want to eat early because if not you will wait and good luck if you have a large party. Be prepared to eat late! They do not cater to allergies or specific seating so save your breath. The food is mediocre at best.

The Pools - we quit going into them half way through our trip when we noticed that we never saw staff cleaning them and always found "things" floating in them.

The Reef or Beach - Well if you paid for platinum well DON'T! It doesn't matter! The section that is just for "platinum" people isn't for just platinum people. Anyone can sit there and they NEVER, I repeat NEVER had enough lounge chairs or umbrellas and on several occasions managers were called done to listen to people complain. All complaints fell on deaf ears!

The Rooms - they were alright...old but usable. If you like marble - you won't see it at this resort. Enjoy tile! And the room service is horrendous! They didn't wipe down the countertops, floors, or shower. We actually undid our bed to have it changed after 3 days because it felt like we were sleeping on sand. We stopped tipping after day 4 because they would ignore any type of small requests we had. Such as please mop the floors where we spilled liquids. We knew that they weren't cleaning the floors because we had a dead bug that was never picked up. It would just be moved to another part of the floor.


Long of the short of it...if you want an awesome all-inclusive resort this isn't the resort for you or your family. Don't waste your time or money here. You will only be disappointed. I travel lots and enjoy my all-inclusive trips with my husband. I hated this resort. We had stomach troubles every night even though we took that booster dose of ducoral.

Just don't go to this resort until it switches to a Hard Rock Hotel. If you have questions about my experience here by all means send me a message.

Room Tip: If you ask for beach front or near the beach...if your room can hear the waves then that's consi...
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  • Stayed December 2012, traveled with family
    • Value
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Helpful?
5 Thank Natascha16
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, April 6, 2013
Thank you for sharing your opinion with us Natascha16, we appreciate your feedback as it helps us to continually improve in regards of service and facilities. We are pleased to hear that you had an enjoyable experience that left a smile on your face at our Spa; regarding your comments about allergies we do have a process in place, and our guests only need to let our public relations team know they will help you fill out an allergy letter that you will have to present the letter to your waiter, they will inform the chef, who will then be able to make recommendations for food choices. You may rest assured that we take all of our guest comments with the utmost importance and your comments have been shared with our management team for further review.
Once again, we thank you for giving us the opportunity to address your concerns and enable us to continue been customer responsive. We hope we can change your perception towards our resort in a future visit so we can provide you with the top notch service you’ve come to expect from us.
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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 Luxury Hotel in Puerto Aventuras
#1 Top resorts 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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