TripAdvisor Traveler Rating

We had a wonderful time at the Hard Rock Riviera Maya. We had a large group of 13 adults and 3 little kids. We were celebrating many birthdays in the trip and the staff made everything special. We had wonderful poolside meal service by: Raul, Alain, Dany, Eliezer, Cabrera, Elías, Victor, May, Andrea, Gabriela Attentive drink service from Valvia and Calvin by the member pool. Our butlers, Bernardo and Nacho, were outstanding and made our vacation memorable!

My boyfriend and I booked a much-needed couples getaway after a long, snowy winter. We were looking forward to relaxation, excellent food, and exceptional service, similar to the wonderful experience we had at Unico last December. Unfortunately, this visit fell short of our expectations. Our experience began with airport transportation. While we understand that delays can happen, there was very little communication about where to go or how long the wait would be. After about 30 minutes, we were finally on a shuttle, only to realize that we passed our resort and were instead taken to drop off guests at Unico first. After a long travel day, this was frustrating and set the tone for the trip. Check-in was smooth and efficient, and as Legendary members we appreciated being taken directly to that area and promptly receiving our room in Building 2. The room itself was comfortable, with a nice king bed, partial ocean view, and a hammock, which I especially enjoyed. Our first dinner was at Toro. Although it is located in the family section and we were hoping for an adults-only atmosphere, we had high expectations. We understood the 30-minute wait at 5:00 p.m., but unfortunately the food was disappointing. The calamari appeared to be frozen and was inedible. The steaks were acceptable, but not memorable. The next day at the Eden pool was one of the highlights of our stay. The pool staff was absolutely fantastic, and we enjoyed the casual food and drinks. However, while relaxing, we began receiving multiple messages from concerned friends about violent incidents in Mexico. We later learned that there had been cartel-related violence in other regions and that travelers in the Cancun, Playa del Carmen, and Tulum areas were advised to take precautions. While we understood we were not in the affected area, it was unsettling that the resort did not communicate any safety guidance or reassurance. This made us uncomfortable about leaving the property and caused us to cancel planned excursions. When we returned to our room that afternoon, we discovered we had no power. I had to shower in the dark with cold water and was unable to prepare for the evening. Although the power eventually returned, this issue continued throughout the trip. We lost power multiple times, including again the following morning before our scheduled couples massage. To their credit, management ultimately comped the massage, which we appreciated. However, the repeated outages disrupted nearly half of our vacation. We also experienced concerns during the rock show. While the performance was excellent, several intoxicated guests in front of us broke glass on the floor while dancing. Staff noticed but did not properly clean the area, which created a safety hazard. The overall experience did not match the adults-only vacation we had hoped for. Several adult-only restaurants were closed during our stay, Farro was unavailable multiple mornings, and we were unable to receive consistent poolside dining. On our final night, due to ongoing power issues, we were relocated to the family section, where the environment did not align with the relaxing, adults-only atmosphere we had booked. Although we received some compensation, including the Awaken Your Senses dinner, the frequent disruptions and lack of proactive communication were disappointing. Our host, Nico, primarily sent daily schedules but did not engage with us regarding our concerns or provide meaningful assistance. We chose Hard Rock Riviera Maya specifically for an adults-only getaway, but unfortunately, this stay did not meet our expectations. We hope the resort can address these issues, particularly communication, infrastructure, and consistency in the adults-only experience, so future guests have a more positive visit.

This is not a plane I would return to. Customer service is lacking everywhere. Our rock royalty room was dated, floor filthy, missing the amenities we were to receive. There was no power when we arrived so we were offered a few things in return. We went to get our complimentary pedicure and it was a lengthy process to receive it. The food in the 4 venues we've eaten so far has been terrible. It is so loud everywhere. Service is inconsistent. The wait to reconfirm the return transfer is ridiculous. There are no hours posted on any of the desks. It's hit or miss for 2 days now. They should have a designated person for transfers only since it is mandatory in person.

William and Gabriel’s was very good. Pool side service, very friendly and taught us some Spanish words!

The people! All of the employees are amazing. From the entertainment team (shoutout to Daniboy, Hector, Eddie, Poncho, Val, Jazzy Queen, and Danigirl) to the service staff (Shoutout to the best bartenders, Juan and Ricardo at Azul and Carlos at Eden), everyone was so kind, helpful, and made the whole experience so fun!