2/10 Terrible
Natalia
Traveled with family and small children, Traveled with family
Jul 2, 2025
Disliked: Cleanliness, amenities
Our week-long stay at Hard Rock Hotel Riviera Maya was disappointing from start to finish. Check-in was delayed by over 90 minutes with no explanation. The first room had a strong musty odor, uncomfortable beds, a barely functional AC, and poor soundproofing through a thin connecting door. Basic necessities like towels and hand soap were missing.
After one night, I requested a room change. The front desk manager, Joseph, was unhelpful and falsely claimed the hotel was sold out—despite staff confirming it was largely empty. We eventually accepted a move to a better (but still underwhelming) room after being denied a refund.
Dining was no better. We waited over 90 minutes for a table at Toro Steakhouse, only to receive undercooked, cold, and incorrect meals. The buffet at Isla was the only decent option.
Then, our room flooded during a storm. After calling for distance 5 times, room service finally came to clean the floor.
While some staff were kind, the management was absent and unaccountable. This stay has soured our view of the Hard Rock brand and Mexico resorts in general. I’ll be filing a formal complaint.
Avoid Hard Rock Hotel Riviera Maya. Go elsewhere — you’ll thank yourself.
Natalia
Stayed 7 nights in Jun 2025