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Please note that due to the high demand for family friendly resorts during certain travel periods throughout the year, Hard Rock Hotel Rivera Maya will be an entirely family friendly resort including all facilities in the Heaven Adults only section (excluding Body Rock, Posh Beauty Salon, Heaven Night Club, Heaven Lounge and Eden Beach) during the following dates.
Just off the azure waters of the Caribbean Sea, the all-inclusive Hard Rock Hotel Riviera Maya is nothing short of the ultimate crowd pleaser. Live it up with world-class shopping and endless style. Hit the Roxity Kids Club™, or channel your inner awesome and head to Heaven — an adults-only expanse with stunning pools, lavish spa treatment rooms, and access to signature golf courses by Jack Nicklaus and Robert von Hagge. Bottom line, it's all top-shelf. Enjoy!
Disappointing after years of having enjoyed this location!
Jul 05, 2022
We have been members of and going to the Hard Rock Riviera Maya since it was the Aventura Spa Palace. We upgraded to Legendary Members at the highest level with all the benefits. (Butler service, Ocean View Rooms, special amenities in our rooms, etc.) We have seen many changes both good and bad during our years of returning. However, the latest changes left us feeling our investment was no longer appreciated.
PROS: For those who are going for the first time, you will probably enjoy your experience as you will have nothing to compare it to. The pool areas are large and the food is excellent. Some of the servers are extremely personable. In Heaven (lobby bar on the Heaven side), Manuel, Joaquin, and Dago have delightful personalities. Victor at Frida restaurant makes a wonderful Mayan coffee. At the Ciao restaurant, ask to be in Jonathan (Johnny) and Manuel’s station. They were so fun and helpful in making selections. Fabiola as manager of the Brazilian breakfast and Maria as manager at Le Petit go above and beyond. Many managers simply walk around their restaurants, but Fabiola and Maria work along side to help their servers.
CONS: Because the location is updating rooms, adding restaurants, and such, do not expect a quiet well maintained stay. They must be using all their workers on the updates and additions because maintenance staff seems non-existent. We stayed 7 nights/8 days. During that time the women’s restroom in the lobby was closed 6 of the 7 days. The only first floor restroom available for women was in the Heaven bar. Of 4 stalls only two were functioning. The paper towel dispenser would not release paper. As far as the men’s restroom facilities there were days when there was no soap. In a day where cleaning hands is of a greater concern, this is not acceptable.
The Women’s section of hydrotherapy was closed the entire week with no explanation. Since no construction sounds were coming from that area, I can only again attribute this to poor maintenance or lack of staff.
For those with butler service, it seems they depend more on What’s App than personal communication and interaction. We only saw our butler a few times while there. She contacted us daily by What’s App, but would not come when she said she was coming and therefore some of our requests were misunderstood.
Finally, if you plan a relaxing adults only trip, do not go during July-August, or major holidays (Christmas and Easter). They open the entire resort to families. Families are fine until you hear screaming in the echoing halls late at night. Also, the Ciao Restaurant was our favorite meal of the stay. We went early in the week and planned on returning our last night. Since we stayed the last week of June into the first few days of July, we overlapped adults only to families being added. When the families came, Ciao was changed to a buffet. We could not order off the menu. Perhaps if would have been wiser to keep Toro a buffet for lunch and dinner, then perhaps allow the Ciao location to be able to order from the Ciao or Toro menu and remain a la carte. While we love children, there are times couples would like a quiet relaxing evening. Date nights are always fun on vacation, and the restaurants with the best menus should be reserved for a nice evening.
SUMMARY: We have both Legendary as well as Palace Premier memberships. After this last trip to Hard Rock Riviera Maya, we will probably lean toward the Palace Premier resorts.
Jul 05, 2022
We really enjoyed our stay. Rulo Hernández with entertainment group was so fun and made all pool activities really enjoyable for adults and kids.
Edgar, our butler, was outstanding. Probably the best service we ever had on Mexico trips. He was on top of our dinners, shows and was very responsive. He followed through with all that was promised.
Food was really good for a resort food and we are a bit of snobs when it comes to food. Great entertainment every evening, we'll planned and plenty to do for teens and adults.
Check in was a hot mess. Usually you are greated by someone who shows you around, brings you drinks and immediate makes you feel welcome. This resort missed out on the welcome part big time.