TripAdvisor Traveler Rating

The wonderful Hard Rock Riviera Maya hotel is sensational, impeccable, clean, beautiful and organized, with excellent food! We highly recommend it! Daniel, Emmanuel and Mayumi, thank you 100%! The entire Faro restaurant team is very attentive and deserves 1000 compliments every time.

We are VIP Members of Legendary and this Resort treated us far from it. Our rooms had plumbing and electrical issues. Another family member, experienced A/C problems. Management was slow to resolving this issue! After 4 days they were moved to another room. Birds will wake you up and from inside your room, you can hear doors closing, chatter, and carts from room service. The pictures of the ocean and the private lagoons should be updated as the ocean and lagoons no longer appear as it shows on the website. This Resort is mainly for Hall of Fame and Chairman as there will be some parts that are still off limits and items on the menu. We have been to other Hard Rock Resorts All Inclusive and they provided exceptional service! This resort I give ???????? and I could not wait to have left the place. We reported everything multiple times and all Management did was apologize! As Members we will not be coming back.

We were incredibly impressed with the outstanding service provided by our butler, Paola and Omar. From the moment we arrived until our departure, they went above and beyond to ensure every detail was taken care of. Their kindness, professionalism, and genuine desire to make our stay enjoyable did not go unnoticed. They’re truly elevated our resort experience, and we are so grateful for their help!

Our family booked five rooms at Hard Rock Riviera Maya and spent approximately $17,000 for what we expected would be a premium all-inclusive experience. Unfortunately, the condition of the property and several operational failures fell well below those expectations. Throughout the resort we observed extensive signs of deferred maintenance, including damaged pool facilities, cracked architectural features, temporary barriers in guest corridors, stained bathtubs, deteriorating finishes, damaged drains, and visible repair work in guest areas. The most disappointing aspect was that we paid separately for six Vibe City passes, only to discover that portions of the experience were unavailable. The arcade area was closed, water slides were shut down because of malfunctions, and some rock-climbing holds appeared loose or moved when used. While staff members were generally courteous, the overall condition of the resort did not reflect the premium pricing or reputation associated with the Hard Rock brand. Management ultimately offered $150 in room credits and presented a release document. Guests should carefully review any settlement paperwork before signing and determine whether it adequately addresses their concerns. Based on our experience, the property appears to need significant investment in maintenance, repairs, and attraction reliability before it can consistently deliver the experience many guests are paying for.

Our stay at the resort was great and BY FAR our best meal was on our last night at Frida. Kevin and Remualdo were wonderful servers and it is definitely the best dinner we’ve had. The desserts were otherworldly, do not skip this restaurant!!