TripAdvisor Traveler Rating

We brought our granddaughter for a graduation from junior high trip and stayed in a delux 2 bedroom suite. Things were clean, the staff was attentive and responded quickly to issues with the air conditioning. The music was louder than at other resorts, but considering the brand, it’s understandable. Our only drawback were the incredibly aggressive vacation planners. At arrival, we just wanted to get to our room, eat something and get our bearings. Instead we got hit with an unhelpful sales pitch. They criticized our travel agent’s excursion choices- which were great- and just left a bad impression initially.

Nice experience at the hard rock riviera maya resort, they have a wonderful staff, specially Mike and David from pool concierge, they made us a nice massage at the pool, I totally recommend it and definitely would come back

Had an amazing time at Hard Rock, we have been coming since 2015. We are Hall of Fame members. We had amazing butlers Paola and Omar. They reached out ahead of time to make sure we were set for our trip to come. They were kind, helpful, attentive and wanted to make the trip amazing and they did. We appreciated them so much!! We would come back just to see them!! Had a problem at check in with Hugo in the legendary check in who said we didn’t have reservations when some of our family checked in. It was very embarrassing for us as members bringing our family who hadn’t been before. His voice was very high pitched and was drawing attention to us and all the people around. I was embarrassed! Martin at the red pool was a great waiter and was attentive to us all day. Paris who drives the golf carts between lobbies helped us many times! He was very nice! Brian with Legendary was very nice and kind as dealing with our membership can always be stressful and not the favorite thing to do on the trip. We had a presidential suite which was nice and comfortable. Had an amazing meal in our room for our family of 12 with delicious steak and great staff we can’t remember our server, he was very good! Wished we didn’t have to pay for things like laser tag , bowling, escape room and gaming. There used to be a lounge for teens that they didn’t have to pay, now it is the escape room. Water park was fun, we didn’t stay super long as the kids are 12 and older. The lagoon and water, are a disappointment as the water has changed due to the seaweed which is out of the control of the hotel. There used to be boards you could float on and look through to snorkel and those were gone. We loved those on previous trips. Axel at the beach booth to get your kayaks was very nice and made us bracelets one day! Very kind!! Some areas are in need of repair, splash pad and updating the rooms for the people that were in our party. Their rooms have been the same since 2015. The lobbies are the same as well. Clean but could use a refresh. Appreciated the blue side was open to families now. Please consider bringing back the Brazilian steak house! That was amazing! Toro steak house was not very good and took a very long time to eat. Nice updates to The Market restaurant. We enjoyed all the choices of food! On Air restaurant at the red pool was always great food! Thank you for having spring rolls out on the buffet daily! Zen always fun with the hibachi table is a must do. Freida nicely redone, we did enjoy the theme of the old restaurant but the new one is nice. Food was good for some and not for others. Mayan coffe is a must do for those how like coffee and a neat presentation. Umo was a neat restaurant food was good. This is adults only. Ciao always great, all food is enjoyable, try it all! Spa always enjoyable both the hydrotherapy and massages! Overall we had an amazing trip! Largely to do to our butlers and their kindness! We appreciate seeing a familiar friendly person everyday and knowing someone is watching over us! From reservations at restaurants, saved seats at shows, getting us ice, booking our spas and excursions. If you have the opportunity get a butler for your stay! HRRM will always have a special place in our hearts! ??

We were at HRRM the first week in June with 10 other family members. We had a great time and Paola and Omar as our butlers. They were so accommodating, professional, fun, friendly and helpful. We would highly recommend them. This time of year the resort has an issue with the seaweed but that was one of the negative for the trip.

We recently stayed at Hard Rock Hotel Riviera Maya with a large group using the Legendary Hall of Fame membership of one of the families. One of the best perks of the membership is having butlers to attend to your needs. Our butlers Paola and Omar were amazing and a tremendous help! Even with our large group they made us each feel welcome and taken care of, from making dinner reservations, reserving seats by the pool and at the shows, booking spa appointments and excursions, and answering any questions we had in a timely manner. They were both very kind, personable and professional. The food was great and we found something we liked at every restaurant. Most portions were small so we ordered several different dishes and liked being able to try a variety of food, as well as desserts. The Market and Isla offered many different cuisines which we liked, and our kids liked being able to get french fries every day! The wait staff at all the restaurants were very friendly and attentive. The wait staff around the pools were also very helpful, especially Martin by the swim up bar/pizza place, he was great! The evening shows were fun and we enjoyed them. The Queen show and Neon Humans were our favorites. We had reserved seats at every show (compliments of our butlers), and were very thankful for this. Without the reserved seats we likely would have been sitting in the back or standing at each show. We did get a guitar to enjoy in our room during our stay, but honestly didn’t use it very much, just a little bit in the evenings before bed. The process of getting the guitar was very simple and easy; there is a catalog to pick from and they tell you which ones are available. Estrella in the red lobby helped us and she was very nice to work with. They do put a $1,000 hold on your credit card so be aware of that, but the hold is removed once you return the guitar and they inspect it. Our room was a Grand Sky Terrace King Two Bedroom (2 adults in King room, 2 children in adjoining room with double beds). We liked having separate rooms and bathrooms, but the rooms were very outdated and showed a lot of wear of tear, and the AC was finnicky at times. Also the stairs to get up to the rooftop were not very well lit even with the lights on and felt dangerous. However, we really did not spend much time in our rooms aside from sleeping and showering, we were mostly by the pool, eating/drinking, or out doing something fun!