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Heaven at the Hard Rock Hotel Riviera Maya
Ranked #2 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersGold level
Reviewed December 29, 2013

We traveled to Adventura 'Heaven' on December 14-21 with 2 other couples. Same group traveled last year in December. What a difference a year makes! Our service last year was fantastic; we even upgraded our membership to include the "Legendary" VIP membership. We expected VIP treatment this year and did not receive anything outside of our Palace Premier benefits. When we asked what the difference between the Silver Palace Premier bracelet and the Blue Legendary "VIP" bracelet, we were told "nothing, except [we] can sit in the VIP area of the cove". Needless to say, we feel very 'ripped off.' We paid a lot of money for VIP member treatment/perks. There was confusion on which membership we were traveling under; our reservation was made on the Legendary membership, but we were told that it was booked by Palace. Last year we were able to spend a day at Playacar Palace as Palace members and a notice was posted this year that day passes would not be allowed. Although Adventura Spa has beautiful coves, it doesn't compare to a little time on the beach.

The 'Heaven' side of the resort was dead. We could see construction progress each day and did not really bother us. We were either off site or at the pool. The pool entertainment staff and service was excellent! We did not have any issues finding a nice spot each day. We ate at the Market the first day while we were waiting for our room near the end of lunch and it was terrible. We do not recommend eating near the end of service. Wait until the fresh food is prepared for the next meal. All other meals were good. Breakfast was the best with a large variety and with made to order eggs, pancakes, and waffles.

We booked all of our activities and Spa days prior to our arrival. It worked out great! The SPA treatments were amazing. I wish I would have written down names.

Our rooms were renovated, but in need of finishing touches. I don't think our rooms were any different than those that a 'non-member' booked....no ocean view. We did travel on a member promo and would be more disappointed had we paid full price.

We will be traveling to Sandos Cancun in March and are curious to see how another resort compares against Palace/Hard Rock.

  • Stayed: December 2013, traveled with friends
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2  Thank Willwork4vaca
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MelenLilia, Customer Service at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded April 9, 2017

Dear Willwork4vaca,

We apologize about the inconveniences you experienced. We would be more than glad to welcome you again to treat you as the rockstar you are.

Kind regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,576 - 1,582 of 6,629 reviews

Reviewed December 29, 2013

Overall, staff were very friendly and attentive. They tried very hard to make our stay pleasant. We had a great time but could have been better.
Resort is still under constructions. It will take another year to totally renovated.
Quality of food was average. Food could be better if HR uses fresher and better quality ingredients.
Drinks were good at some restaurant but not consistent.
Chief dinner was great.
Great improvement in beach area.

Stayed: December 2013, traveled with friends
Review collected in partnership with Hard Rock Hotels & Casinos
1  Thank Alicia H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MelenLilia, Customer Service at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded April 9, 2017

Dear Alicia Yen H,

Thank you so mcuh for your comments. It would be such a pleasure to pamper you as you deserve !

Sincerely

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 29, 2013

Construction was supposed to be completed in Dec. 2013 so we booked our stay in Dec. and had 8 of us total. We were then told that construction will not be completed until May of 2014. The construction is loud and annoying.

We are VIP members for almost 20 years and our requests for a Presidential Suite were not honored and we were placed toward the back of the resort. We complained and nothing was done. They want us to continue to invest, however, our requests are not honored.

The music played by the pool caders to the 18 to 21 year olds which is obscene loud hip hop music. It is not classic rock music which should represent a Hard Rock Hotel. The 18 to 21 year olds are NOT the investors!

The sound system throughout the resort is horrible. More needs to be invested into the sound systems to represent a Hard Rock Hotel.

The transportation service is unsafe. The drivers drive recklessly. They also required that we were at the hotel 4 hours before our departure.

They have a ways to go to make this resort a pleasant experience.

  • Stayed: December 2013, traveled with family
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Review collected in partnership with Hard Rock Hotels & Casinos
1  Thank Don S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MelenLilia, Customer Service at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded April 9, 2017

Dear Don S,

Thank you for sharing your experience. We hope to see you soon with the band.

Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 29, 2013

They are in the middle of a major remodel. Please be careful what management says. They are not honest. Our trip coordinator was assured the resort was ready for us. We paid full price for a resort under contruction. Read the additional reviews under Aventura Spa Palace.

  • Stayed: November 2013, traveled on business
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1  Thank Riggcpas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MelenLilia, Customer Service at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded April 9, 2017

Dear Riggcpas,

We regret the inconveniences you experience. We wish to have the chance to welcome you soon to experience our improvements.

Best regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 28, 2013

This resort is gorgeous, LIttle big, long walks to get anywhere. But the snorkeling in front of the resort is great in the lagoons. Pools are awesome. Restuarants are fantastic. Staff is great. Would definitley go back.

  • Stayed: October 2013, traveled as a couple
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1  Thank Tinafri
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MelenLilia, Customer Service at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded April 9, 2017

Dear Tinafri,

Thank you so much for your wonderful comments.

We look forward to your next visit to paradise!

Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 28, 2013

Yes, there is still some construction at this resort! We stayed in the Hacienda side of the resort where you can still R & R and enjoy the great entertainment. Beautiful location, clean rooms, great spa and quite a variety of restaurants blends well with an awesome staff and service. I will definitely be back.

  • Stayed: December 2013, traveled with family
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Review collected in partnership with Hard Rock Hotels & Casinos
Thank Shaheed M. A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MelenLilia, Customer Service at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded April 9, 2017

Dear Shaheed M. A,

Thank youso much for your wonderful words.

We would be more than glad to pamper you as you deserve!

Kind regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 27, 2013

A picture is better than a thousand words please look below. \the holiday was over xmas and new year. We will certainly remember this experience every xmas and new year to come. We spent the first two days trying to get a room that was not in the center of a construction site without success. We spoke to numerous managers, the tour company and our travel agent who all blamed each other. we then decided to go to the top and contact the Headquarters of \\hard Rock and low and behold we were moved to a decent room within 10 minutes. It will take us the rest of the short holiday too recover!!, Moral Make sure your travel agent makes confirming statements. etc, no construction sites and reliable tour operators. Haaving been here before I was amazed and the change that appears to have come over the staff. In previous visits we were treated very well. So I guess reflects a new way of running things or is aiming at a different demographic. . Never again.

Room Tip: Avoid Hotels that are under renovation or construction. This Hotel advertised being finished by NOv...
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  • Stayed: December 2013, traveled as a couple
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Thank dpollock1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jan_Hundrieser, General Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded May 25, 2017

Dear dpollock,

Thank you for sharing your opinion with us. On behalf of Hard Rock Hotel Riviera Maya; we offer you our most sincere apologies for have fallen short to your expectations. We would like to change your perception of our service as it is our main goal to achieve your satisfaction with the epic service that sets us apart.

Sincerely,

Jan Hundrieser
General Manager
Hard Rock Hotel Riviera Maya

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

Address: Calle Carretera Federal 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 Top resorts Hotel in Puerto Aventuras
#1 On the Beach Hotel in Puerto Aventuras
#2 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: $334 - $658 (Based on Average Rates for a Standard Room)
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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