TripAdvisor Traveler Rating

Roberto from concierge was very professional helped us with any problems and questions also made sure we well taken care of and is overall good guy

Bryan is truly an exceptional person and an outstanding employee. He has a unique ability to turn a negative situation into a positive one by genuinely putting himself in the customer’s shoes. He embodies what true hospitality is all about. His professionalism, empathy, and dedication show that he is more than ready for the next step in his career. Thank you, Bryan, for making our experience unforgettable.

Our stay at the Hard Rock Riviera Maya – Deluxe Sky Terrace, Building 5 started wonderfully, but unfortunately ended on a very upsetting note. On our last day, we returned to our rooms to find an overwhelming smell of sewer gas. Shortly after a rainstorm, the roof in our second room began leaking directly onto our kids’ carry-on backpacks, damaging their belongings. The odor of sewer gas was so strong that one of our children became physically ill. When we called maintenance to address the issue, the staff who arrived were defensive and aggressive rather than helpful or understanding. With no safe or reasonable alternative, our family of five had no choice but to all crowd into the room with the leaking roof and place towels under the adjoining door to keep the sewer gas from seeping in. Needless to say, none of us were able to sleep comfortably. The next morning, we spoke with management and were told we would receive a call from the general manager and be compensated for the inconvenience. Neither of those things happened. As business owners in the service industry ourselves, we always try to resolve issues directly before resorting to writing a negative review. Unfortunately, the general manager was not on site on the day of our departure, and despite multiple attempts to contact customer service afterward, we have yet to receive a single call or email in return. This experience was unacceptable for a resort of this caliber, and the lack of follow-through from management has left us extremely disappointed. We hope the property takes these concerns seriously to prevent another family from going through the same situation.

Had a great time on vacation here with my family . Amazing entertainment staff and bar staff . All super kind and upbeat. Omar was always on top of my order. Hector was the best entertainer and got us all engaged. Carlos remember all of our orders and was always so smiley!!

The resort was fabulous! Incredible food! Great entertainment especially Otto, Lalo, Brau, Axle, Jacci! Great times