Hard Rock Hotel Riviera Maya reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 4.5
  • Location 4.5
  • Rooms 4.5
  • Service 4.5
  • Value 4.5

21647 TripAdvisor reviews

TripAdvisor users rated this property 5 out of 5

Wonderful Service

763marleahd (Gambrills, Maryland) on Jul 13, 2024

The staff in HRRM were amazing as always, even just after a hurricane. The staff worked diligently to clean up the aftermath and ensure all enjoyed their stay. The care and attention are top notch! Our dining experience at Frida with Daan and his team (Jesus & Marcos) was our favorite, from the food and beverage suggestions, to the attention to detail, to the care and hospitality. The food was cooked perfectly and our needs and wants were anticipated and fulfilled. We wish a few things hadn’t changed from past visits with other food choices and pricing, but our vacation was relaxing and enjoyable.

TripAdvisor users rated this property 1 out of 5

Don’t waste your money.

cb4801c40fec233a2024 on Jul 12, 2024

Hard Rock Rivera Maya was a very disappointing trip. Every where I would see 50/50 reviews whether it was a good or bad hotel. Me and my entire family’s experience was awful and disappointing. I don’t know how the other resorts are that allow kids, but if you are traveling without kids just spend the extra money and go to a secrets resort.

TripAdvisor users rated this property 3 out of 5


e8f60f244f0017162024 on Jul 12, 2024

The facilities in general need urgent renovation, the room they gave me had the bathroom door in poor condition. The buffet restaurant had holes in the ceiling. In general, the hotel needs a lot of maintenance. In addition, the staff is not very helpful to say the least. They close the pools for anything, at 6 in the afternoon they no longer let you be in the pool. The bar opens at 11 am and they ran out of liquor and did not replenish it, one day they ran out of ice and were closed for several hours, despite that they did not close it later but at the same time as always.

TripAdvisor users rated this property 2 out of 5

Hard Rock Riviera Maya

Cjarrod (Hanover) on Jul 11, 2024

I had 1,900 credits for my stay and they were a joke. I went to get a massage, which I was told would be covered by points instead was told the massages would be nearly $300 after points. Why give fake points if they don’t pay for anything? Yes, I went during a hurricane, which was supposed to hit six hours south of us, but it turned and hit us. Our transportation to the airport was canceled and we nearly got stuck at the Hardrock for another night. Instead of being accommodating I was going to be charged another $1,000 a night. The resort was closed? Why charge that much? For what your sandwiches and piece of fruit that was handed out? Any good restaurant was by appointment and they closed multiple times a week. I had to show up two hours early in order to get a reservation. What is the point of being a Legendary member? What a waste of money.

TripAdvisor users rated this property 5 out of 5

Eden pool at Harxd Rock Riviera Maya

Lisa G on Jul 11, 2024

Jorge was great at the Eden pool! He was informative and the service was wonderful! Jorge took the time to get to know us and explain about Mexican culture. We appreciated his help. The rest of the staff were not as great. Jorge even took time to tell us about other restaurants.

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