Hard Rock Hotel Riviera Maya

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 15116 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:

    This place is beautiful and the servers are awesome.

    Reviewed by davidwG1959UG() on Apr 13, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We came here for spring break. The actual beach is very rocky but the hotel has a partition and created their own beach area with white sand and very little waves. Very peaceful to sit by and play with the kids. The servers at the beach are awesome. Ari the girl/ server at our beach, was amazing. She always made us feel welcome and would bring us whatever we needed. She is a great worker here. The Woodward skate and obstacle course was also a big hit for our boys. Highly recommend this hotel.

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Service

    Service-5

    Family and Friends Trip to Hard Rock Riviera Maya

    Reviewed by Vacation826498() on Apr 13, 2021

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Prior to coming to this resort we stayed at the Hard Rock Punta Cana in 2019 and that was a great experience. While this trip was good it was not as nice. I think Hard Rock did a really good job on the remodel of the Hacienda pool which is where we hung out most of the time. While the hotel was only 60% occupied you could tell that they were well understaffed for sure, turn times on food and drinks were very slow around the pool areas. One of the most annoying things here is trying to make dinner reservations. If you aren't in line at like 7am for the dinner reservations desk forget it, everything gets booked up and you are now waiting hours to become a walk in or waiting for a missed appt. Unless you just always want to eat at the buffet style market. Which leads me to the food. Although Hard Rock typically has all the same restaurants at each location. For some reason the food here was not near as good as it was in Punta Cana, however the service and staff here were much more on the ball and friendlier here than Punta Cana. The Market is just a buffet which give you quick food some good some ok. Toro is the place to eat for sure they have the best food in the resort in my opinion. Zen was pretty good but only if you get a Hibachi table, if you are sitting at a regular table it was so so. Ciao was average at best. The French restaurant La Petite Cochon I thought was very good as well but you have to like French food and it isn't for everyone. FORGET about room service. My wife ordered the Chicken Fajitas and immediately felt ill, to the point where I had to call their medical services. My daughter ordered the spaghetti and also did not feel good but not bad enough for the medical services. My wife started vomiting and having diarrhea, that was a rough night. When we called for medical services their first response was there will be $150 charge. The nurse walks in and says oh my god she looks very weak, we need to take her to the hospital by ambulance. Uh excuse me? I have no idea about ambulances and hospitals in Mexico cost, medicine etc. We declined and said we would take it under advisement. The nurses diagnosis which was stated on the paperwork signed by her and I was that it was suspected food poisoning and we did not leave the resort at anytime during this trip. The nurse they sent was very friendly and helpful, she did everything in her power to put us at ease. She actually physically ran on foot all the way to the pharmacy located out of the resort and ran back to make sure we got the medicine we needed. Abigail my hat goes off to you for going above and beyond. After finding this all out it took several days of going back and forth with the concierge to get this resolved as I felt I shouldn't have had to pay for the aid medical services provided due to the food that was provided by the restaurant. Initially I was met with a little bit of resistance from the concierge, with statements well that is the only report we have had and food poisoning is what you claim it is. Only after showing him the paperwork that was signed by the medical team they sent stating food poisoning did the ball start rolling. I had to pay the medical services on my CC because they were an outside source. They stated I would be reimbursed for this cost in a couple of weeks, I have yet to see the reimbursement. Initially Jesus the Concierge Supervisor who I ended up working with on this situation was a little deflective on the issue, but with my pressure him and I got on the same page. He called everyday to check on my wife and to make sure we were doing ok, he was extremely helpful with putting together some nice surprises for my daughter, (we were there celebrating her 16th birthday) by helping decorate her door and her bedroom with some nice balloons and signs. It was very thoughtful and it went a long way to make our stay a little more fun after dealing with the room service food incident. After walking around the hotel a little more I saw other doors with birthday signs so it really just ended up being the same thing for everyone I guess but at the time it felt special. I ended up getting two adjoining rooms for our trip 1 for my wife and I and a separate one for my daughter which she really enjoyed having her own privacy. The rooms were adequate for what we needed and housekeeping did a great job everyday. There were some disappointments in our rooms as well, in which we took videos of. I shared these with concierge as we were leaving and hopefully they got it resolved before the next guest came. Our tub/spa only had half water pressure so it would take over an hour to fill up by that time I was already tired of waiting and went to bed, so never did get to use it. I was really looking forward to relaxing in that several nights. I decided to go over to my daughters room the next day to use hers it actually had full water pressure so I was happy only to find out when I hit the button to turn on the jets all this black mildewy substance came shooting out. I just drained it and went back to my room that time. So never once got to relax in a deep jetted tub. Some of our light fixtures in our room where hanging down by the wires from the ceiling and we must of have a leak somewhere because the paint was filling up with liquid into this big bubble, I tried to stay away from it. So pretty disappointed in the room situation for sure. I would have thought it would have been nicer at this resort. The staff here though I have to say is pretty awesome and very friendly and helpful so that goes a long way. We did utilize the spa and got a couples massage and the masseuses were amazing and very friendly. It was one of the highlights of our trip. Also I play a couple rounds of golf while I was there the staff there was incredible and super friendly, the course was in good shape except it was recently aerated but the greens still ran pretty good and fast. Covid Protocols were done nicely in the resort all staff work gloves face mask, hand sanitizer was readily available and overall the place was very clean. I did not have to worry about anything. While I like the Hard Rock resorts I am not sure I will come back to this particular one, I think I will stick with Punta Cana and Los Cabos. If I could give half stars I would give this one a 2.5 but ended up giving it a 3 I thought Punta Can was a 4 out of 5 and I am hoping Cabo will be a 5 out of 5 I am going there in the beginning of August.

    Individual ratings:

    Location

    Location-3

    Rooms

    Rooms-2

    Service

    Service-5

    Family Vacation - Large Resort - Good Food

    Reviewed by mfouse(Saltillo, Pennsylvania) on Apr 12, 2021

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    We were on our yearly vacation and decided to try Hard Rock. I read all of the reviews prior to going and I will say I agree with some but not all. Here are my experiences: Food: Can’t say one bad thing about any of the food. Toro Steakhouse was sooo good! The Pizza at Pizzeto was really good! Can’t go wrong with Italian and Ciao. Buffet was good just weird being served but still good. Frida was a good place for breakfast! We had to make reservations for dinner and If you didn’t do it two nights in advance you wouldn’t get in. Drinks: They were hit and miss by the pool. They ran out out Captain Morgan several days and Pina Colada mix a few times. If you want the best drinks go to the Sun Bar!! Facilities: Waterpark was fun! We had some issues with a water leak in our bathroom that was irritating but it happens. For the most part I felt it was clean and staff are definitely doing their part to keep everyone safe. Housekeeping was done daily. Getting chairs at the pool was challenging at times. Don’t save chairs or they will take the towels off them in less than 15 minutes!! We were only gone 30 minutes for breakfast and came back and our stuff was moved!! I would like to note that the music is very loud everywhere on the property. It was so loud in the lobby it was difficult to check in without saying huh many times. Also in the restaurants it was loud and we had to yell across the table to talk to one another. Rosa and Carmen were both wonderful waitresses at the pool!! Pablo at the Market was entertaining!! This is a very large resort! We had a wonderful family vacation and would definitely recommend.

    Toro dinner

    Reviewed by victoriatU237TA() on Apr 12, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We had Sosa and Alex, their service exceeded our expectations and they were extremely friendly. Professional, knowledgeable, and genuine. We love it here. Ask for Sosa and Alex! The ambience was great and quality of meat was awesome.

    Hard Rock Riviera Maya

    Reviewed by E4264OXmarcm() on Apr 12, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I have read many reviews about how this hotel is very difficult to get reservations for dinner and the reviews proved to be true. It was quite frustrating, however Erika from the concierge desk was amazing and truly salvaged what could have been a disappointing experience. She was not only able to assist us with reasonable reservations but was able to assist us with any other needs we had. She did an amazing job and helped make the trip one to remember.