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“AMAZING Honeymoon!!!!” 5 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
Tafton, Pennsylvania
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“AMAZING Honeymoon!!!!”
5 of 5 bubbles Reviewed July 13, 2013

I can't even begin to thank Adventura Spa Palace for the best honeymoon ever. Everything about the place and our stay was perfect. We spent two weeks there from June 17th to July 1st and we did not want to leave. The staff was fantastic and super accommodating and friendly! I will try to touch on the main areas.

Rooms: We upgraded to the conceirge level, and its hard to say if it is worth it or not because we didn't experience the non-concierge. We loved having the special area on the "beach" with really comphy chairs and bar service that came quite often. As other say, the only true direct view of the ocean is through a presidential suite, but when out on our balcony we had a great view. The rooms were cleaned once a day, but then also touched up at nigTht which was awesome. I never thought I would really appreciate turn down service but since the rooms are cleaned earlier in the day, and then you come back and shower and what-not it was nice to have the touched up again. Our mini bar was stocked daily and if we ever wanted more of something we just called. The last night my husband surprised me, he called the concierge number and asked for champagne and strawberries by the jacuzzi. They filled it and also put rose petals all over. It was awesome! Oh, and one more thing, the air conditioning was fantastic! I have been to many all inclusive with not so cold rooms, but these rooms were great!

Food: Over all the food at this place was awesome!! Breakfast buffets were great, we loved the omelet station! We got room service for breakfast a few times and it was good, but not as good as the fresh breakfast at the buffet. The only "complaint" was that the fruit did not always look the best, and it was more melons than the tropical fruits you expect.

In our opinion the lunch buffet was only so-so, though they will make you pasta, steak or chicken fresh to order. We ate many lunches at the snack bar by the pool. The grill made fresh burgers and sandwhiches that were really good. They also had chips, guac and salsa every day that was great! They will even serve it to you by the pool if you like that, and they wrap everything so the bugs don't bother if you don't eat it right away! Only complaint I had here is for a good salad. Normally by the time we ate lunch the lettuce was bad, and they didn't always have a lot of it, or other salad toppings.

Dinners were to die for at the al-a-cart places. Just like lunches we were not a huge fan of the buffet. We only went to the buffet on the night of the mexican fiesta and then one night for the fire show. The mexican fiesta one was pretty good but there were super long lines for everything. As far as the al-a-cart places, we were huge fans. The mexican on the spa side was good, but not as good as the rest of the places, and it is not really what you think of as mexican. the mexican on the cove side was really good and they make fresh quac table side which was cool. The oriental place was fabulous, and you must ask for Orlando as your server. He makes the best mayan coffee too so make sure to ask for that. He was super friendly! We ate here twice, and then went once just for dessert and mayan coffee because my husband liked the fried ice cream. By far the best restaraunt was the Italian. We ate here three times,and only wish we had tried it earlier in the trip because we probably would have gone more. They have a spinache and cream soup that is sooo good. My husband got veal parm all three times he said it was the best he's ever had. They have beef scallops that are really good, and the risotto is really good too. Ezekial was our server here was was fantastic!! He brought me a special dessert one night because he remembered something I liked the first night. He also made me a special drink! Room service was good for dinner too. They were so fast! We did not try the Brazilian steak house as we have one at home we love and had heard this one was okay. However if you've never been to one and you like meat I would try it. We also didn't try the pizza place as we have pizza at home.

Beach/Pool: People that are complaining about the beach have no one but themselves to blame for not doing research. No it is not a normal beach, but it is awesome! The lagoons are calm and nice, I brought a float so It was so nice to lay in the ocean and just float for hours. The pool was awesome with great entertainment. The chairs do tend to go early but you can normally find one somewhere. This is the same at every resort you go to. It was nice not to have to worry about a towel card. The pool side drink service was super fast and friendly! My only complaint was the smoking. I wish there were certain areas for that because some days it was unbearable.

Resort Credit: The things you can do with the resort credit are limited, and yes you ahve to pay tax but it is well worth it. We had 2500 because we were there for 2 weeks. We did the swimming with the dolphins which was good since all we had to pay was the tax, but probably would have been disappointing if we paid the full price. You get to do a belly swim, get a kiss from the dolphin and pet it some, but its quick. Nice part is its close by so you take an $8 cab and your back for a full day at the pool. We got 3 couples massages which were awesome, and LOVED the hydrotherapy before hand. We did the chef's dinner which I definitely recommend. It was really good and they do wine pairings with each course. We also got a couple bottles of wine from the upgraded wine list. Delicious as the house wine is not very good (usual for all inclusives)


Lastly I'll just give some other random information we found useful. Tips are not neccessary, but we brought $100 in ones with us and tipped when we thought it was deserved. Tips by the pool def. get you better bar service. They even went and got my husband a certain kind of beer that they don't normally have at the pool bar. A dollar or two goes a long way. We also tipped our maid every day. I'm not sure if it is the same person who fills the refrig, but we often left a dollar in there for that person too, and maybe that is why we got ours filled every day.

Guys do need to wear pants at several of the restraunts so make sure you have them.

The vacation planners are really helpful and not pushy. Go in their office the first day there and plan out all your trips and spa treatments and then you don't have to worry about it the rest of the time.When you first get there someone does sit down with you to explain everything, and they will ask you to go on a hard rock tour. This is to try to get you to become a member. If you don't want that, don't go, but if you are interested I heard they have really good offers if you hold out long enough. They were not pushy about trying to get us to go.

Most important, if you need something just ask nicely! I can not say enough good things, but the staff went above and beyond to get you anything you need. We accidentally scheduled our concierge dinner on the wrong night at the wrong restaurant (we wanted to try the mexican on the cove side and we booked on the spa side accidentally) We got to what we thought was our reservation at the cove side, and that restaurant wasn't actualy open that night. We were going to call and switch everything around, but one of the staff just wrote down our names and took care of it for us. It was so nice I wish I could remember her name! She is often a hostess at the different restaurants. Anyway, point being people go out of their way to make you happy, and in this case we didn't even ask! She just did it.

So basically, as long as you are not huge beach people, book this vacation! You will not be sorry!!!

  • Stayed June 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 Aimee K
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, July 20, 2013
Hi Aimee K, we would like to thank you for taking the time to share your marvelous experience with our readers.

Upgrade to Concierge comes with many benefits, sounds good that you took advantage from it! Everybody loves the petifours!

We want to pamper you! There are no excuses we have a variety of food, Asian, Mexican, Grill & more, with all due respect we want to clarify that all our vegetables are fresh we even have a place called The chef´s garden, when our Executive Chef cultivates their own condiments. We appreciate that you have highlighted the service from Orlando!

We very happy to hear that you enjoyed the lagoon, many surprises wait for you, as snorkeling and kayaking!

Resort Credits are the best, you really will be able to spend your vacation as part of the royalty, you can go to a lot of tours, excursions, spa & saloon treatments and more!

I am sure that our readers will find pretty helpful this info!

We hope to see you again!

Regards!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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6,034 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
Ft. Lauderdale, Florida
Level Contributor
16 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
5 of 5 bubbles Reviewed July 13, 2013

Five Couples met at the Aventura Spa Palace in Mexico to celebrate our birthdays.
This year the food was wonderful, the people so friendly and the resort is just georgous. I'm not so excited about their renovation they are doing. They are turning into a Hard Rock Hotel. We love the Mexican decor and hope they don't make it into a guitar theme. Anyway, if you have never traveled to a Palace Resort you are missing the time of your life!!!!!! I highly recommend these properties. The Mood Palace in Cancun is also wonderful. We traveled there a few years ago. Our next trip is going to be to Punta Cana at the Palace Resort which is now a Hard Rock Also.

Room Tip: Always ask for an ocean view. If not, a pool view. All the rooms are beautiful and the worst view...
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  • Stayed May 2013, 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?
Thank GuavaDuff
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, July 15, 2013
Hello GuavaDuff, we are so happy to hear that you are anxious to come to our Grand Opening, we definitely will wait for you and your friends!

Our goal has been turn your moments into wonderful memories, that is why our staff works very hard to innovate and celebrate special moments as your birthdays we also are pleased to hear that you felt the exceptional service that is characteristic from our team in Aventura Spa Palace.

We are looking forward to welcome you again soon at our resort.

Regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Round Rock, Texas
Level Contributor
14 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
5 of 5 bubbles Reviewed July 13, 2013

The staff and accomadations are amazing. Every staff member we encountered during our week stay was beyond what we could have expected. Everywhere you went you were greeted with "hola" or what can I do for you. Food and drinks were also outstanding. My only disappointment would be no a/c in the restaurants. As you can imagine how warm it is in July, it was very uncomfortable eating in sweat. Edwin in El Greco and Pedro in MoMoHaHana were great food staff. Overall a great resort and would definetely return in future.

  • Stayed July 2013
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Textim50
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, July 15, 2013
Hi Textim50, we are so happy hearing that you felt the warmness and kindness that characterized the Aventura Staff, our “Hola” is just a sample of what we do!

There are many variety of food & drinks to enjoy our all inclusive plan, we definitely will let Pedro and Edwin know that they did a great job; we actually have an incentive program for the staff members that our guest mentioned in their comments.

Please accept our apologies for any inconvenience caused by the AC, we are forwarding your comments with our Maintenance Manager to avoid similar situations.

We hope to see you in your next vacations!

Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Princeton, New Jersey
Level Contributor
62 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
5 of 5 bubbles Reviewed July 10, 2013

True all inclusive deal. Manicure, pedicure, sightseeing, massages, you name it! Food was excellent in all restaurants, pool entertainment was a lot of fun. The rooms are well appointed and of a nice size. Everyone of the staff was extremely attentive and accommodating. This is a place that should satisfy even the hard to please guests. The grounds are manicured, and you can see monkeys in the trees! The lagoon substitutes the beach, with many different species of fish to look at, while the ocean is in the background for your enjoyment. Mesmerizing! We stayed for 2 weeks and will be back next year!

Room Tip: The concierge level is the same type of room, but with top shelf liquor in the dispensers.
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  • Stayed May 2013, traveled as a couple
    • 4 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
    • 5 of 5 bubbles
      Service
Helpful?
Thank Mirmotta
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, July 13, 2013
Hello Mirmotta, we are pleased that you found our food wonderful and our mani & pedi fantastic.

We appreciate you mentioned the warmness and kindness that characterize Aventura Palace staff and the service that our staff always strives to provide to our valued guests.

We are looking forward to welcome you again on our Grand Opening.

Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Philadelphia, Pennsylvania
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
3 of 5 bubbles Reviewed July 9, 2013

This was the fist time to an "adults only" resort. We returned on July 5, 2013. We were there for seven days. The place is very nice, the staff is super friendly, and the view is beautiful. Our Tripguy.com agent as always made excellent arrangements for us. We didn't have to worry about a thing. We even got a set of attractive travel tags from them as well as a passport wallet to keep all our documents organized and handy. They even arranged for our private transfers from the airport to the hotel with Lomas Travel. Excellent service even though it was a very long ride from the airport. We drove for almost one hour (45 -50 min.) to get to the resort.

As for the the Aventura Spa itself, there were some good things and some not so good thing.
For example just to mention a few for future travelers:

1. The Room- the curtains block most of the sunlight- if you like to sleep in like we do, but the doors let light in through the frame especially the bottom gap as well as the noise from the outside. We had to put towels or pillows to keep the light and the noise out.

Pros:
-we asked to be closer to the pool area, and the friendly people at the check in counter were very accommodating.
-the room itself was nice with a king bed and a full size jacuzzi and balcony. Only stay in the building next to the pool if you don't plan on taking afternoon naps. The music at the pool is almost non-stop and loud. The pool is fun during the day.
Cons:
-for some reasons, the floor was always wet by the front door on the inside. We slid the first night at night. Next day we wiped it and went to dinner, returned and it was still wet again. By the third day we put towels on the floor all the time.
-furthermore some thing leaked through closet wet some of hubby's clothing
-but the worst was waking up to a HUGE live roach on its back next to our bed!

2. Food
Pros:
-steaks were good
-sushi wasn't bad, but limiting
-the buffet was average
-drinks were ok
Cons:
-the fresh vegetables, fruits and cheese were limited in selection and almost always half defrosted and mushy at the buffet and even at the restaurants.
-some restaurants were closed for "private party" almost every day without letting people know in advance... especially for breakfast.
-one restaurant is closed each night for "day off", but no advance notice to know where not to go.
-but worst of all is that my husband got food poisoning. ..103 fever, diarrhea, etc the day before we left...lasted 4 days!...went to see doctor, he said definitely food poisoning. We only ate and drank at their resort...horrible way to end vacation!

3. Service
-awesome! Very friendly, accommodating, and very sweet

4. Pool
-usually fun water games, DJ, entertaining staff....however, I wish they would clean a bit more often. I hate when bugs float in the pool, but I know sometimes its not possible to get everything out

5. Spa
-professional and friendly

Room Tip: we stayed in the building behind the "Violin" right next to the pool and restaurants. Grea...
See more room tips
  • Stayed July 2013, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Ella411
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, July 15, 2013
Hello Ella411, we appreciate your detailed review, feedback is extremely important to us, because it helps us to improve our service.

We are happy hearing that you felt the exceptional service which is characteristic from the Aventura Palace staff.

We always try to accommodate your requests, this time we are glad to know that you enjoyed the perks that we have into the rooms and that you received the room that you was expecting.

We regret to know the inconvenience that you had at your room, it is noteworthy to mention that our rooms are thoroughly inspected by our Housekeeping Department to ensure that the cleaning and fumigation process are enforced prior to be assigned to any guest.

The resort is governed by strict regulations that are set forth the Health & Sanitation authorities in Mexico and we are in total compliance with this.

Our Executive Chef works very hard to innovate flavors to all the tastes, we definitely will let him know that you enjoyed most of the restaurants, as part of our special treatment we provide you with the chef´s dinner to host you with a intimate moment, that is why we reserve spots, everybody is able to get one!

We hope you give us a chance to host you again to show you our improvements.

Regards,
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1 review
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed July 9, 2013 via mobile

We have been to the spa palace twice and cove palace once...although this stay was during construction we knew it would be which is why we got a discounted rate when we booked last December. I have to say the service was excellent especially at the italian restaurant La Trattoria, we ate their twice with the same waitor Juan Pablo. He was amazing, prompt, courteous and informative. We can't wait to see all the changes once construction is finished!

  • Stayed July 2013
    • 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?
1 Thank TheMackeys09
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, July 13, 2013
Hi TheMackeys09, our goal is turn your moments into wonderful memories, hearing your review we were happy to know that we did and that you tried twice the amazing spa treatments.

With all due respect let me inform you that at our official website we have promotions for low season, we always invite our guests to take a look into our official social media and website.

We hope to see you again to host you with another great experience.

Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Raymore, Missouri
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed July 5, 2013

We traveled to the Aventuras Spa Palace the week of June15-22. Some of the complex was closed for remodel to change over to Hard Rock. But had little impact on our vacation. I have been a member of the Palace Premire for 9 years. This is our 5th trip to Aventuras Spa Palace. I must say this was our best in way of service and staff. Everyone from the phone operator to the bartenders were great. They never failed to ask us if there was anything else we needed. The food was good and the spa service was excellent. The $1500 resort credit was great if you know how to use it. If you love the spa you can't go wrong using it for spa services. Still love Palace and so far the Hard Rock split is just as good. Look forward to coming back after the remodel is complete.

  • Stayed June 2013, 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
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
4 Thank Tony B
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, July 13, 2013
Hello Tony B thank you for the short and sweet review.

We try our best to accommodate the requests of all our guests, and are glad that we could meet your expectations this time.

It is wonderful that you plan to come back.

We hope to see you to our Grand Opening.

Regards,
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 Top resorts Hotel in Puerto Aventuras
#1 Spa 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 
Reservation Options:
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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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