TripAdvisor Traveler Rating

The hotel is very nice restaurants great beverages good quality but the check in process simply terrible we arrived 11 am they told us as soon as youre room is ready we will send you a mail this obviously never happened the lines at leat 20 minutes to check if it was ready it obviously never happened We went at 330 and a 30 minute line to activate the keys and only 2 people at the front desk tried tontalk with the manager and he was never available This also happened last year and the hotel manager as always answered through here his copy paste of thank you for youre comments and we will improve Our room eith ac mot working well called front desk and same thing Other than the terrible front desk experience and manager the people at the pool restaurants bars simply great and giving excelent service everything great except the terrible service from front desk and manager we wil bury that and trybto have a great stay

A fantastic holiday experience. We stayed at the adults section for 12 days. We had full use of the Hotel. All the staff were very friendly. The food was 1st class We enjoyed every meal. The staff who stood out were Maria and Mac in the adults only restaurant, so thoughtful they went the extra mile to check everything was OK. We had memorabilia tour with Aline, we thoroughly enjoyed it she was so helpful. I would highly this hotel. Forget some negative comments and book it you will make wonderful memories. Thank you Hardrock for making us feel welcomed, we will be back.

We had an absolutely amazing stay at Hard Rock Riviera Maya! The resort is stunning — from the beautiful grounds to the endless amenities — but what truly made our vacation unforgettable was the outstanding service. Every staff member went above and beyond to make our stay perfect. Lucio, our butler, was the best! He organized all of our excursions, spa treatments, and dinner reservations each day with such care and attention. Anything we needed, he made it happen. He truly made our family feel cared for every step of the way. The service at Faro was also top-notch. Everyone was so kind and helpful, and we want to give a special shoutout to Manu and Guadalupe, who provided exceptional service throughout our stay. On our last day, they made it extra special by surprising us with an amazing dessert — such a thoughtful touch! We can’t say enough good things about this resort. Thanks to Lucio, Manu, Guadalupe, and the entire team at Hard Rock Riviera Maya, we had a fantastic vacation. We will definitely be back!

Lucio was an amazing butler for my family! He made our trip so enjoyable and everything ran smoothly because of him! The hotel facilities were clean, beautiful, and all of the workers were so nice. Lucio went out of his way to ensure we had everything we needed and he even went above and beyond to deliver us menu items that weren’t offered for the poolside. This trip was a 10/10 and we will be returning!

My husband, 11-year-old son, and I just got back from a stay at Hard Rock Hotel in Riviera Maya. I want to start off by saying we did have a very enjoyable vacation, but our first impression of the hotel was not a good one. We arrived on a Friday afternoon. As we were checking in, another hotel employee with a checklist of guest names on a clipboard came over and said she needed to explain the hotel app to us when we were done. Ok, cool. The explanation itself took 2 minutes at most, and then she says the hotel wants to give us one of three free "gifts." The catch? You have to agree to breakfast with someone who'll tell you all about the new hotel recently built by the same owners as the Hard Rock. We were suspicious right away. If they were only going to give us information, couldn't that be done with a brochure, or a link in the app she'd just shown us? So we declined, but she continued trying different bribes (discounted excursions, etc.) and did not want to take no for an answer despite my husband saying repeatedly that we were not interested. With all three of us hot, hungry, and tired from traveling, we were not thrilled that our first experience at the hotel was someone badgering us to agree to a sales pitch. Things got worse when we were brought up to our room. By far, the room was the worst part of this vacation. We were in the Red Hacienda (Rojo), in Building 9, and while I can't speak for other rooms in that area, this one was BADLY in need of updating. When the door opened we were hit with a musty, stale odor. There was mold on the bathroom ceiling, and worse, fecal smears from the previous guests still in the toilet. The safe was broken, the curtains were filthy, and the light switches and outlets were all coated with dust. If that wasn't bad enough, the layout of the room is terrible. There are 2 double beds instead of queen, and the tub was right next to the bed that my husband and I shared. A couch would have been a way better use of that space, but obviously the designers of the room disagreed. My bigger concern was that the room always had a dank smell and a humid, slimy feel to it, no matter how low we put the temperature. However, someone did arrive pretty quickly to clean the toilet and fix the safe, and since we really only used the room for showering and sleeping, it didn't end up being a deal breaker. Once we got outside and saw the amazing and huge pool area, it was hard to stay mad. There were plenty of chairs, the pool and the grounds were beautifully maintained, and my son loved that there was a section of the pool for volleyball and basketball. My husband loved the swim-up bar, and we all appreciated the food available outside. There was a snack bar that served fries, samosas, fruit cups, etc. You could also get personal pizzas straight from an outdoor pizza oven, or go for the classic hamburgers and hotdogs, and never have to leave the pool area. There's also free gelato and pastries in the lobby Caffeto, which was amazing. The entertainment staff was great and hosted different activities there each day, like Rock trivia, bingo, football -throwing contests, a foam party etc. The evening shows were also very enjoyable. My son loved seeing all the cool music memorabilia displayed around the hotel, too. Food-wise, the breakfast buffet was a big hit with all 3 of us, and we also really enjoyed the taqueria in the Blue lobby. Frida's menu was a little too eclectic for my son and me, and the caesar salad at Toro was dressed in straight up mayonnaise, but for the most part, the restaurants were all pretty good and we were all able to find items on the menus that we liked. One caveat about the beach: if you are a beach lover like me, you may be disappointed when you see how small the usable portions are. It's gorgeous, though, and I took walks every day along the concrete paths that follow the shore. But due to the large rocks in the water, and also the seaweed nets that are in place, the area for swimming and sunbathing is very limited. I've never seen so much seaweed...they have people raking it out and taking it away in bags every day. Which may be why the water had a bit of a sulfurous smell. So, this was more of a pool vacation than a beach vacation, but that was perfectly fine. I would absolutely come back to this hotel, as long as I was able to get a better room.