Omg I never even write reviews but I have to. Mildew and mold on the ceiling! We initially were given a sky terrace room in building 2, as we entered we noticed the bed frame was peeling, and the smell of mildew was so bad. We asked for another room, needed to wait an hour for them to clean it and once we got to the another room, (which was three doors down from the original room), we noticed that the mildew smell was just the norm. This time there was actually black mold on the ceiling! We were so tired from traveling at this point and were leaving in 48 hours, that we just took it. Apparently the new management does not allow alcohol bottles in the fridge anymore, so they brought us some canned Coronas when we asked. We also had to wear bracelets the whole time which served as a key to our room instead of an actual key card. Another huge Inconvenience is with the restaurants and food service hours. There was not enough room to accommodate the amount of guests! There was no reservations either. So if you came down to eat any time after 8pm you were denied service at the better restaurants. Most of the restaurants close at 11am (after breakfast) so you have to either eat fried food by the pool or go to other areas to hunt for a restaurant that serves lunch. The quality of the food is not great in general. I’ve been to other countries and know food tastes different, but this was more of a lack of quality different. It was not what you pay for! Not worth the aggravation.
Ground are nice. When we arrived at the gate, they told us to go to the Heaven lobby. When the taxi unpacked our bags, then said no you should be at the Hacienda desk. Shuttled over there, and were told our room was at Heaven. Later we learned this is standard operating procedure, which made it feel like a shakedown where we were supposed to pay more for the privilege of not being passed around. Or maybe everyone is just burned out from the pandemic, but it was a rough start. Got woken up the next morning by a sales pitch masquerading as a "welcome package" we needed to see the concierge for. All in all, at least we didn't get one of the rooms that reeked of sewage like one of the unfortunate ones in our group. We've been spoiled by the warm friendly service at other all-incs like Dreams Sapphire up in Puerto Morelos. We did have an amazing time with our friends once we all recovered from our miserable entry. I'm guessing they've just had a lot of turnover and are adjusting to being at capacity.
Hard Rock has an Integrity problem! Bait and Switch! Lies! They took my money, then locked me out of the property I paid for. They re-sold my room and treated me like a bum. And kept my money. Had to make other accommodations, it took my entire first day and additional expense.
Did not exceed my expectations. Never had a la cart restaurant availability. Did not listen to any of my concens. They denied milk to my little child twice. We encountered a hurricane. room got flooded no one came to clean or dry our room. Balcony and terrace full of water and no one did anithing to solve this issue. We did an excursion through the hotel and coming back from it they picked us up in a bus without air conditioner it was about 105 degrees inside the bus. We paid ridiculous amount of money to enjoy this hotel and the amenities but it was not worthy. Never again will visit this place.
Wasn’t happy at all. Charge me for my return to the airport ride, wasnt able to cancel even though it was way before time. Schedule the bonfire I was told it was going to be canceled due to the rain but then later on we go and see at the hour we’re supposed to be there someone else has a bonfire so obviously we got bumped off. On the website it says Covid test is free the first three I had to pay for my Covid test and I only got one.
I was very disappointed with the hotel policy or lack there of as it pertains to protecting the children’s hat are guests. My nine year old son was verbally assaulted and literally chased by another guest for getting into a squabble with her 13 year son. It was awful. It was so bad that other guests that were near by complained to the hotel management and even this crazy guest’s husband apologized to us for her terrible behavior. She physically chased my son across the pool and threatened to punch him in the face. We filed an incident report and the hotel didn’t really care. How can you claim to be a family friendly resort and not have a policy in place to protect the kids that stay here? I asked what the policy was on there separate occasions and filled out an incident report. The whole incident was filmed by the hotel and even the employees told us that the hotel should do something more than take notes. It was shameful! I am reporting this to corporate to make them aware of this issue. I pray that no other child has to be the victim of another guest at this hotel chain. It was truly disappointing.
We loved everything about the trip but was not able to use our hotel credit before leaving.
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I researched where I could go with my family (husband & 2 teens 14/15) on vacation in lieu of cruising, as this was our first ‘all-inclusive’. I joined a FB group Fans Of HR Riviera Maya which was very helpful in learning more about the property. There were some people who had glowing reviews and others that were just awful. I was skeptical about it but I went with my gut! We spent 7 nights at HRRM and everything was awesome!!! Our room was a 2 bed sky terrace which was perfect for our family. The room was clean and spacious. The food at the resort was above my expectations since it was ‘all-inclusive’ everything was fresh, restaurant worthy and very elegant right down to the design on the desert plate from room service. We are at the buffet, Zen hibachi which was very entertaining and we did enjoy the dinner shows. The 4th of July dinner show was extremely well done as they went above and beyond to celebrate this American holiday in Mexico, including fireworks. The staff was so attentive, kind, urgent with your needs and very happy. We rented the Balinese Beds at the Hacienda beach 4 days, our server Alex was a 10 out of 10! He made our day so easy, from drinks, to good, to cleaning our cabana when we were swimming. Thank you to him for this!!!! The only opportunity we had were the first few days before the Bali Beds, seating at the pool. I tried after 10a with no luck. Went at 8a another day found shade but it was one of the last seats.
Hard Rock more like hard pass. There’s a LOT of reasons for this review so I’ll try and hit the main points. Seaweed/algae in the main pool - gross. The Hard Rock advertises to be family friendly but the only have three restaurants that accept kids, last Monday, we couldn’t get one that would take a reservation with a family with kid until 10pm. We were told repeatedly we would have to go The Market (their buffet), we went to The Market and it was closed. You need have at least one restaurant that’s open for families with kids. The cafetto that is open all day only serves 6 sandwiches and some salads. No sides, no breakfast food, etc. Overall the food was meh. (Excluding Toro and the Hibachi - the food was good at those two places, the only two we were able to get into with kids, in six days we were never able to get into the third restaurant that takes kids.) The service was overall terrible And the poolside food was gross. Be prepared to wait 40 plus minutes for drinks and lukewarm gross food. The entertainment Was lackluster and they barely had any. We go to a resort at least once a year and the Hard Rock had the most lackluster entertainment. The will call you EVERY DAY at 8am to try and get you to buy a timeshare. The child care is closed and the guide to kids entertainment doesn’t even tell you where to go to find it. I’ve never been to a resort in Mexico that ran out of mint leaves EVERY SINGLE DAY. Constant food upselling. All inclusive should be all inclusive.
The reservation system for dinners was not acceptable. They force you to eat in the buffet. They state every restaurant is booked when they are not. Then the only way We got into restaurants was because our room came with a butler. Every night I would see families fighting to get into restaurants with empty tables. For all that money you pay the buffet should not be where I are forced to eat. I heard they never had done this before until this year. Very disappointing.
The staff was welcoming and attended to our every need. They are the reason we had such a good time.
Amazing resort with very friendly and hospitable staff. We especially loved all the pool entertainment and aerobics with Samurai and Baby Shark. Resort was well maintained. There were security checkpoints when we entered and left the resort too. Food was awesome, even the 24/7 in room service had delicious quesadillas. It’s worth noting that the pools close after 7pm if anyone is trying to swim in the evenings. Would recommend for anyone visiting Cancun/Riviera Maya. Will definitely be back!
The property is massive. There is something for everyone. The staff is wonderful. The main area for improvement is the food. The food is ok, not great. However, I would definitely return.
Puerto Aventuras Marina is within 2 miles (3 km) of Hard Rock Hotel Riviera Maya - All Inclusive while other popular attractions such as Chac Mol Cenote are within 3 miles (5 km). This 1264-room, 4.5-star property has 2 outdoor pools along with a private beach and a full-service spa.
There are multiple options for onsite dining with 9 restaurants, including The Market, which specializes in international cuisine. Savor a meal from the privacy of your room with 24-hour room service, or get a pick-me-up at the 2 coffee shops/cafes.
Guests can expect to find free WiFi and flat-screen TVs with satellite channels. Beds are dressed in premium bedding and bathrooms offer jetted tubs, rainfall showers, hair dryers, and designer toiletries. Balconies, sitting areas, and coffee makers are also standard.
Hard Rock Hotel Riviera Maya - All Inclusive features a private beach, a full-service spa, and 2 outdoor pools. Free valet and self parking are available, or if you're not driving, take the airport shuttle (available 24 hours) for USD 68 per person roundtrip. Multilingual staff at the front desk are standing by 24/7 to help with concierge services, dry cleaning/laundry, and luggage storage. If you like to take your furry friend along on your adventures, this pet-friendly property offers food and water bowls. Other amenities at this all-inclusive property include a nightclub, a children's pool, and a gym.
Omg I never even write reviews but I have to. Mildew and mold on the ceiling! We initially were given a sky terrace room in building 2, as we entered we noticed the bed frame was peeling, and the smell of mildew was so bad. We asked for another room, needed to wait an hour for them to clean it and once we got to the another room, (which was three doors down from the original room), we noticed that the mildew smell was just the norm. This time there was actually black mold on the ceiling! We were so tired from traveling at this point and were leaving in 48 hours, that we just took it. Apparently the new management does not allow alcohol bottles in the fridge anymore, so they brought us some canned Coronas when we asked. We also had to wear bracelets the whole time which served as a key to our room instead of an actual key card. Another huge Inconvenience is with the restaurants and food service hours. There was not enough room to accommodate the amount of guests! There was no reservations either. So if you came down to eat any time after 8pm you were denied service at the better restaurants. Most of the restaurants close at 11am (after breakfast) so you have to either eat fried food by the pool or go to other areas to hunt for a restaurant that serves lunch. The quality of the food is not great in general. I’ve been to other countries and know food tastes different, but this was more of a lack of quality different. It was not what you pay for! Not worth the aggravation.
Ground are nice. When we arrived at the gate, they told us to go to the Heaven lobby. When the taxi unpacked our bags, then said no you should be at the Hacienda desk. Shuttled over there, and were told our room was at Heaven. Later we learned this is standard operating procedure, which made it feel like a shakedown where we were supposed to pay more for the privilege of not being passed around. Or maybe everyone is just burned out from the pandemic, but it was a rough start. Got woken up the next morning by a sales pitch masquerading as a "welcome package" we needed to see the concierge for. All in all, at least we didn't get one of the rooms that reeked of sewage like one of the unfortunate ones in our group. We've been spoiled by the warm friendly service at other all-incs like Dreams Sapphire up in Puerto Morelos. We did have an amazing time with our friends once we all recovered from our miserable entry. I'm guessing they've just had a lot of turnover and are adjusting to being at capacity.
Dear Ryan, I would like to thank you for sharing your opinion with us, and on behalf of Hard Rock Hotel Riviera Maya; I offer you my most sincere apologies for having fallen short of your expectations. I assure you that we will work diligently on these areas of opportunity to improve our overall service. Nonetheless, please accept my apologies for any discomfort you may have experienced during your recent stay. We sincerely hope that you will give us the opportunity to host you again. Sincerely, Jan Hundrieser General Manager Hard Rock Hotel Riviera Maya
Hard Rock has an Integrity problem! Bait and Switch! Lies! They took my money, then locked me out of the property I paid for. They re-sold my room and treated me like a bum. And kept my money. Had to make other accommodations, it took my entire first day and additional expense.
Dear Joe, I would like to thank you for sharing your opinion with us. This office is aware of your dissatisfaction and on behalf of Hard Rock Hotel Riviera Maya; we offer you our most sincere apologies for having fallen short of your expectations. Do not hesitate to contact customercare@hrhrivieramaya.com to further discuss this matter. Sincerely,
Did not exceed my expectations. Never had a la cart restaurant availability. Did not listen to any of my concens. They denied milk to my little child twice. We encountered a hurricane. room got flooded no one came to clean or dry our room. Balcony and terrace full of water and no one did anithing to solve this issue. We did an excursion through the hotel and coming back from it they picked us up in a bus without air conditioner it was about 105 degrees inside the bus. We paid ridiculous amount of money to enjoy this hotel and the amenities but it was not worthy. Never again will visit this place.
Dear Guest, Thank you for taking the time to share your comments with us. I sincerely regret we did not meet your expectations, I will verify this situation with the proper departments in order to improve our service. Sincerely. Jan Hundrieser General Manager Hard Rock Hotel Riviera Maya.
Wasn’t happy at all. Charge me for my return to the airport ride, wasnt able to cancel even though it was way before time. Schedule the bonfire I was told it was going to be canceled due to the rain but then later on we go and see at the hour we’re supposed to be there someone else has a bonfire so obviously we got bumped off. On the website it says Covid test is free the first three I had to pay for my Covid test and I only got one.
Dear Guest, I would like to thank you for sharing your opinion with us. This office is aware of your dissatisfaction and on behalf of Hard Rock Hotel Riviera Maya; we offer you our most sincere apologies for having fallen short of your expectations. I assure you that we are working diligently to address those areas of opportunity and improve our overall service and therefore the Hard Rock Experience.
I was very disappointed with the hotel policy or lack there of as it pertains to protecting the children’s hat are guests. My nine year old son was verbally assaulted and literally chased by another guest for getting into a squabble with her 13 year son. It was awful. It was so bad that other guests that were near by complained to the hotel management and even this crazy guest’s husband apologized to us for her terrible behavior. She physically chased my son across the pool and threatened to punch him in the face. We filed an incident report and the hotel didn’t really care. How can you claim to be a family friendly resort and not have a policy in place to protect the kids that stay here? I asked what the policy was on there separate occasions and filled out an incident report. The whole incident was filmed by the hotel and even the employees told us that the hotel should do something more than take notes. It was shameful! I am reporting this to corporate to make them aware of this issue. I pray that no other child has to be the victim of another guest at this hotel chain. It was truly disappointing.
Dear Guest, I would like to thank you for sharing your opinion with us. This office is aware of your dissatisfaction and on behalf of Hard Rock Hotel Riviera Maya; we offer you our most sincere apologies for having fallen short of your expectations. Please feel free to reach us through our website to provide you the proper follow. Sincerely,
I really appreciate your time and comments about our resort. There are specific points that require our attention. Be sure that we are working on those areas of opportunity in order to improve our rocking service Your comfort is very important to us, we have designed our facilities and services for you, from children to adults there is always something to do. In addition, our band members do their best every single day to create great memories with us! I hope to see you soon and make a different memory with the band. Sincerely, Jan Hundrieser General Manager Hard Rock Hotel Riviera Maya