Hard Rock Hotel Riviera Maya

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 12850 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Monkey Tour

    Reviewed by Ulmer336(Greensboro, North Carolina) on Apr 22, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Take the 45 minute walk with the group on the Monkey tour. Josh and Mr. Boy are fabulous guides and we were up close and personal with iguanas, spider monkeys, and other wildlife. The hardest part is remaining quiet at the first sighting!

    Excellent Customer Service!

    Reviewed by Rakhee S() on Apr 22, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We stayed here for 4 nights at the end of March 2019 with a large group of friends. I had accidentally dropped my cell phone into one of their waterfalls on site and the staff was super helpful in retrieving it. They tirelessly worked together in the middle of the night, 1-2am, to recover my cell phone from the waterfall. Additionally, 2 separate staff members brought bags of rice afterwards to aid in the drying out process of the cell phone. I would like to give recognition to these men who really went above and beyond: Eliazid - Guardavida Neftali - Paramedic Chicle - Safety Ronaldo - Supervisor de Mantemiento Darwin Alvarado - Electrico Leonel Dominguez - Operador Cuarto Rodibert Lopez - Sala Maqoinas Tlandel Martinez - Safety David Enrique - Mantienimiento Oscar Lopez - Safety Thank you SO VERY much!!!

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Rooms

    Rooms-5

    Service

    Service-5

    Awesome Trip except the room

    Reviewed by madisono915() on Apr 22, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Everything on this resort is awesome , from the food to the pool area to the staff. We stayed on the heaven side and never had trouble getting chairs by the pool and we were NOT vip or Rock Royalty. Same with dinner reservations , we never had a problem getting into anywhere. My only complaint is that we paid extra to have a platinum sky terrace only to be put in Building 1 with a view of trees and walls. You couldn’t see the ocean or pool at all from the roof top. Secondly, the jacuzzi tub on the roof top was so dirty and rusted that we only used it one time because of how gross it looked when the water was in it. I wouldn’t recommend staying in that room if its in the building. Everything else was wonderful though!!

    I WANTED to like you...

    Reviewed by sarahann55() on Apr 22, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    I REALLY wanted to love this place but it’s just lacking… a lot. We previously had stayed at Royalton Riviera Maya and it BLEW it out of the water compared to this place. I would recommend staying there. Firstly, when we arrived we were told we were staying in the Heaven side.. this would be nice if we were alone but we had our 7 year old son and specifically booked Hacienda. Then, after an hour of back and forth we had to pay $600 for the same room in the Hacienda side… we continued to push and finally got a “better” room in Hacienda for $400 more. It seems this is their scheme to get more money – we are hoping we can get it all back because it was outrageous and after an hour of back and forth and travel we just wanted in a room. Cons: Food – I hate to complain so much about this but it was horrible. All there seemed to be were buffets for breakfast and lunch that were the same, everywhere. The Market was probably the worst place to eat and was supposed to be a nice buffet. I think I actually lost weight on this vacation due to never eating – we ordered room service daily as we felt it was the only thing that was semi edible. Staff – they need a lot more staff – there was one worker for the entire cove areas and we barely got served drinks at the pool/cove. The drinks were also not great. Rooms – SMALL. We were placed in a king bed room with a rooftop jacuzzi and the 3 of us could barely fit. The rooftop was nothing special as we previously had a rooftop at Royalton that was much nicer. Pool – Why oh why is the pool so small? It seems they spent so much on the coves the pools lack majorly. They are tiny and thin strips so it is hard to do anything in them. Outdoor seating/eating/anything – After 6pm there is nothing outside. Everything is inside a main building(s)… I missed having seats outside, bars at nighttime outside and eating outside every night. Isn’t that the point of being in Mexico? Again, Royalton blew them out of the water with this. They did have random events but again… buffet. The food for the events was often just sitting out – not even covered, maybe I’m weird about food but, gross. Reservations – The systems were often down and it was not a good experience to make them. Pros: Kids club – Our son LOVED this, friendly staff and really fun area. They had a big area open in the main building instead of the small which including huge blow up inflatables, video games and lots of activities. Water park – This was really nice. Cove – Riviera Maya has SO much seaweed so a lot of the beaches aren’t nice.. it was nice to have the cove. We found so many crabs, fish, starfish etc. Spa/Credit – Was great to receive a massage for only $50 thanks to hotel credit. The spa was great.

    Individual ratings:

    Cleanliness

    Cleanliness-3

    Service

    Service-3

    Excellent Service & Filipe at The Spa ROCKS!

    Reviewed by P8995LLmarinag(Riverside, Connecticut) on Apr 21, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Great family trip! They get the service part right, so many people very attentive to meet your every need with a smile. And I love that the all-inclusive concept extends to the spa... it’s 25% of the fee for treatments so I took full advantage of that. Filipe at the spa took amazing care of me for hours and it was absolutely luxurious! From a deep tissue couples massage with my husband when we first arrived, to a detox body scrub and Inhibit facial later in the week, Filipe was so great and so skilled in his craft. He also has a fantastic energy and attitude about him, he LOVES what he does and speaks about what a pleasure it is to treat the resort guests and help people feel good on their vacations. We will be back to the Hard Rock Riviera Maya!

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