Hard Rock Hotel Riviera Maya

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 14351 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:

    Fantastic and unforgettable holiday

    Reviewed by nanasue117(London, Canada) on Apr 04, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We spent a glorious two weeks (Mar 1 - 15th) at the Hard Rock. From the moment we stepped out of our private limo, we were greeted with open arms. As long time members, we were astonished how the hotel has continued to improve their superb service. Our butler Fernando was unlike any other we have had in the last 15 years. "Fer" went above and beyond looking after us. My husband was having difficulty walking and Fer took it upon himself to go out and purchase a cane and refused to take any money. He also arranged a romantic dinner for my birthday down by one of the lagoons and beautiful music provided by a husband and wife team playing the violin and accordion, a private Chef's Dinner for a select few which included an amazing Sax player, a cooking experience with Anne Burrell (co-host of Worst Cooks in America), and a very special dinner for two in a private room at the Ciao Restaurant and specially prepared meal by our own Chef who came in and explained every course. We were surprised to have the couple come in and play for us again. Thank you Fer -- you are amazing!!! We will always ask for you! Your partner Rolo did a good job looking after us on your day off. Peta, thank you for all your wonderful service. Your smile lightened up our day. Our favourite restaurant, Le Petit Cochon (French Restaurant) was excellent. We ate there at least 4 times. Lizandro, our waiter, was so charming and had the best laugh and a huge sense of humour. Brenda, Assistant Sommelier couldn't have been more helpful. Her beautiful smile and attention to us will not be forgotten. Huge kudos to the wonderful staff at the pool -- Arni, Jorges, and Arterio. Our chairs were always ready for us in the same spot. Thank you. One of the highlights was an evening of Jazz which featured "Patrick and the Swayzees". This was the most entertaining group we have ever seen. So much energy and fun. They played for over two hours. We highly recommend if you get a chance, go and see them. They are also on Youtube which really doesn't show how amazing they are. Our housekeeper Alex was delightful. Thank you for looking after our room. And, to the night housekeeper, thank you for the chocolates!!! If we have forgotten anyone, we apologize. Everyone one was exemplary!! We can't wait to go back.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Rooms

    Rooms-5

    Service

    Service-5

    Family of 4 Visit

    Reviewed by Il0velamp(Winnipeg) on Apr 03, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We traveled to HRRM for 10 days Mar 3-13, family of 4 (kids age 7 and 10). We can't rave enough about this place. They really think of everything and have the absolute best staff. The great: - Just everything. There's so much here to do. Hard to get bored. - Kids club. This is our 5th year in a row going to a resort. NEVER been able to convince kids to go to a kids club. This was the first time they actually ASKED us to go. Wow, what a treat. And they asked to go again the next day. The staff and programming there was excellent. - All the towels you want. No towel card. No worrying about people stealing your towel and having to pay. - You can get water bottles at the bar, coolers at pool/beach, front desk. What a great convenience. They had beer in the coolers most times too. - The beach. This is probably the biggest shock for us. The beach is the one thing we weren't sure about when we were deciding on booking this place because it's small and blocked off. But it was still awesome. Water was great. Lots of chairs. Best part is there's very little waves and seaweed. And lots of fish to see. FYI - you don't need swim shoes, unless you go to the lagoon beach (for lack of better term) where not many people go anyway. - Taco cart at the pool. - Walk to see monkeys towards front entrance. Between 4-5pm is the best time, so we were told. - Holy mackerel... huge props to the cover band that played at the pool on Mar 12. Best cover band I've EVER heard. And that's coming from me who used to be a drummer in a rock band. I know a good band when I hear them. - Mexican dancing/mariacci band night was excellent. - Never had an issue finding chairs by pool/beach - Hammock on balcony in room. It got well used by us. - Coffee cafe near the buffet. Great coffee there. And they were open before 7am when we were waiting for our transfer to airport. Some resorts don't open their cafe's til after 9 or 10am, but not here. The good: - Drinks were good. I wouldn't put them in the "great" category though as I feel I've had better at other resorts. Would've liked to see more beer and tequila selection. - Food. Only reason I put in "good" and not "great is because we've had better at at least a few resorts. The a la cartes were better than the buffet. We particularly enjoyed Frida (Mexican-ish) and Toro (steak house). Wished we could've gone to Frida a 2nd time because we liked our waitor so much, but it was closed quite often. The bad: - Size of room. For amount you pay at this place, you'd expect a bigger room. But - this isn't a huge complaint, as the rooms are beautiful and clean. - Soundproofing in rooms. Can hear everything in the halls. - Didn't like the no-alcohol served at waterslide park. Didn't spend as much time there for that reason. - Temperature in pools. Too cold. And when it's windy outside, like it was for most of our stay, it makes it even colder as water is constantly splashing at your face. - Always felt like I had to be fully conscious of golf carts driving around us. I mean - I get it. They're delivering room service, so it comes with the territory. But just felt like it was something I couldn't shake entire time I was there. - This isn't the resorts fault at all. But I felt in general the hotel guests were a little on the rude side. Perhaps it's the just the Canadian in us that we're just too polite. And the staff were just so amazing, can’t say enough good things about them. But overall - like waiting at a bar, or waiting for golf cart ride...other hotel guests act like you’re not even there. The ugly: - Although beds are comfortable, they're two double beds. If I were to decide to come back here again, this would be the one thing holding me back. Family of 4 with two double beds...even if children are only 7 and 10...wasn't ideal. All beds should be queen or bigger...but that's just my opinion. Even in Cuba we had two queen size beds. - Lack of availability of Taco cart at pool during lunch time. It was out maybe 3 out of the 10 days we were there. Really disappointed it wasn’t available more days as it was much better than the burger cart that was out every day. When people come to Mexico, they usually want to eat Mexican food. Or...at least I do. - SEAGULLS. Wow are they persistent. The resort has two hawks to keep the birds away, but the hawks aren't out at all hours. The seagulls sense the moment the hawks are gone and come in with a vengence. Never seen 40 seagulls go after one plate of french fries before. And this wasn't a one-time thing. It was daily, multiple times. - Flooring around the pools are unacceptably too slippery. We slipped at least 4 or 5 times. A lady was taken away on stretcher from slipping. Two years ago at a different resort I broke my toe slipping near pool, so I'm incredibly conscious about this issue. They need to install flooring with better grip no matter how wet/dry it is. - The other Mexican a la carte restaurant is adults only. Really disappointed in this. We come to Mexico to eat Mexican food. Room Service: - This gets its own category because it's a combination of good and bad. Wow, what an amazing free service they offer at the resort. It's free, no fee. Just a tip (if you want). HOWEVER, the food isn't good at all compared to the buffets/ a la cartes. It's a great convenience, but be warned. I almost think they don't clean their grease frier that often. Only thing we found tolerable was the desserts, nachos and coffee. Weather: - Not the resorts fault, but were shocked by how windy it was. Been to Cancun/Riviera Maya area 2 times before. Was never this bad. Unfortunately the good weather came as we were leaving. :(

    Great resort for all ages.

    Reviewed by GettinErDun(Ontario, Canada) on Apr 03, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Travelled with my DW and 2 kids (9 & 10) for March break. We arrived just shortly before the C0VID panic so this review so take that into account. Arrival was OK. I asked for a room not on the first level. Guy said no problem he would call when it was ready. Resort seemed medium busy. We stayed on the Hacienda side. After 2 hours guy told me there were none available on floors 2 or 3. In hindsight there were tons of rooms obviously but due to the impending panic they were just not housing guests in all of them. We ended up with a room across from the Brazilian restaurant which actually worked out nice being so close to the beach and pools. Anyway. I liked the look of the resort, but was very tired if you take me meaning. Most resorts seem pretty flat but I like how everything ran down to the lagoon. Plenty of chairs to sit in, place was very clean. They did a great job keeping it all sanitary even having people serve you the food at all the stations. I enjoyed all the restaurants. The Japanese place was a great atmosphere. Toro was decent, the steak I had was tasty. Didnt have any issues booking but after a few days occupancy was crashing hard. I loved the lagoons. Perfect for kids to swim in without the worry. Its not more than 6 feet deep anywhere plenty of fish to see. All the bars were decent, the entertainment staff was doing a good job. We enjoyed how much there was for kids to do. We did the waterpark 2 days. Bring your own drink over there as they dont serve alcohol inside. I did the Wrecktangle with the kids it was 17usd for an entire day. Dads, you probably wont want to run the course more than a few times. I ran it 8 times with my son and my calves were on fire. Woodward was great, they do a learning session before they unleash the kids. There are bikes on site we went for a ride around the resort. Didnt try the rock wall but it's open everyday 4-5pm. It's a big larger than I would normally stay at but honestly it waant massive. I had no issues getting around even walking from one side to the next. I've read some people saying it was too big but I'd disagree. Tons of paths and for the runners there is a paved track about 3km. I didnt hit the gym my wife said it was decent. Nightly shows were actually pretty good, much better than any other resort I've been to which is about 10 so. Thw rooms are a bit on the small side especially with a family of 4. I knew this ahead of time but I've had more comfortable rooms elsewhere. It wasnt lacking the bar fridge stocked daily. I enjoyed all the rock and roll memorabilia. I went over the the adult side a few times but again due to the C0VID there really wasnt anybody over there, maybe 100 or so guests. The night club was pretty rad looking sadly it was only occupied by me and my wife one night. Lol. For a family I thought it was great. I can see how it might be a bit noisy at night depending on where your room is if it was fully occupied. Oh the shops here are really good. Like the quality of items is top notch. They did have one night where vendors set up but I avoided all that nonsense. They have Corona on tap as well as Modelo dark. I was able to get cans of the modelo in the lobby bar FYI. The Corona had to be called for my room service apparently. I'd consider going back. It's a bit far from the airport, almost an hour so consider a private transfer for a better journey. Hope this helps someone.

    Trip was ruined by staff theft - WATCH YOUR BAGS!!!

    Reviewed by 958gweng() on Apr 01, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    The trip was good until the end where our luggage was rummaged through and my girlfriend's jewelry/belt were stolen. While waiting for our transfer to the airport the bellmen took our luggage to be stored in the open area by the bell stand. When our transfer arrived, our luggage had mysteriously moved to the other side behind a partition. We kept requesting our luggage to be brought out, and the bell man kept stalling. At the time we all thought this was a little odd, however, went on our way to the airport. Upon returning home, all of our jewelry bags/cosmetic bags had been gone through. Everything that we had packed zipped was UNZIPPED. And this was a party of 13 people, everyone had the same situation. My girlfriend had $2000 worth of jewelry stolen. The staff clearly knew what they were looking for - it was very apparent that housekeeping had communicated these items to the bell staff and they knew exactly what to look for. My friend has been in contact with the hotel who is saying they there is no proof of wrongdoing and they will not provide the video to us. I feel horrible about writing a negative review. I am not the type of person to complain about the little things. What I will say is that this ruined a great week, and there are staff who have ruined the amazing work that other's have done at this resort. Disappointing the stance that management has taken on this issue, especially in a time where booking travel is at a minimum.

    Truly a Legendary Week in Paradise

    Reviewed by Nancy B() on Mar 28, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This was a special week for members of Legendary Hard Rock Resorts. Special activities all week with tours, dinners and entertainment. So many special people to reconnect with since this was my 5th. time at this particular resort. First let me thank our butler Keyla. She had already contacted me weeks before arrival to help with getting reservations for the weeks fun filled activities. Member services was Rolado aka Rolex who checked in daily to make sure all was well. Was able to meet in person Juan Carlos Vega my Hall of Fame rep who has helped me with arranging vacation since my husband passed away. Daniela at Hacienda was there for hugs and tears over that sad news. Mornings started with a walk to Ipanema where Nancy or Daniela were hostessing. Carlos was always our ever so efficient and friendly waiter. Caio was my go to for lunch and Isabel was the hostess. Erika the waitress was there making me welcome. Manny and Martha were in Caio for my only breakfast. Wonderful meal in Los Gallos with Tere as our wonderful waitress. Each day our room was very well cleaned and organized by Oliver. Joshua was the Heaven Lobby waiter who kept my sister’s glass filled. Did some shopping in the Rock Shop Heaven Lobby and had a big laugh over some of my secrets with Gavin and Eduardo. Really loved all the activities and dinners but 2 memorable activities. Did some volunteer work at a small school that is supported by RCD Foundation. My favorite more adventuresome activity was at Rio Secreto. Our guide Angel was not only informative and interesting but very careful with us old codgers, along, with his photographer Christian. Of course last but not least my favorite entertainment was Patrick and the Swayzees. If you haven’t seen this group yet, please do. Everyone working at Hard Rock Riviera Maya deserve kudos for this wonderful week. Too many names missing from this post but love to all who now are going through some rough times.