Hard Rock Hotel Riviera Maya - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

22510 reviews

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  Fun trip!

  We had a great time! We stayed in building 4 near the pool and thought that was a good location. We have 3 kids ages 13,11, and 8. There was lots of things to keep them busy including the water park and Vibe City. The entertainment team was great, especially Emi and Lalo!! Emi went out of his way to make sure we were having fun and creating great experiences for the kids. There was a lot of kid friendly food that was very accessible. We loved the ocean inlet for the kids. They were able to see lots of fish without having to battle waves while snorkeling. The nightly entertainment was enjoyable and the monkeys on the property were a huge added bonus!

  Mar 07, 2025
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  Hard Rock absolutely amazing

  I have not travelled in many years for just a holiday. This resort went above and beyond my expectations. Being able to be at the adults only area was also very nice! We could party by the pool or we could relax in the quiet by tiki huts. The food at every place we ate at was amazing and wait lines were minimal. They went above and beyond to make sure our stay was pleasant. Room service was always good and on time. Our waiter Juan at the adult pool took really good care of my sisters and I!! The rooms were kept clean and tidy for us. I didn't have to do anything but relax. This is definitely a place I would recommend to friends. Our off resort trips were also on time and well done. We saw the chichen itza and also went to the Rio secreto. Both worth going to see!

  Mar 07, 2025
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  Resort was a miss but saved by the staff

  This was our first time coming to Hard Rock Riviera Maya - Heaven. While the resort itself is a Huge Miss- the staff more than made up for it. Our room was extremely dated and the "adults only" side has been pushed to all but 2 buildings and 1 bar. The room wasn't in good shape at all as the bed frame was peeling, the room smelled of mildew (even with damprid). We really smelled it most at night in our pillows and sheets. Our shower and sink drained was clogged the entire time and it felt like we were showering in a river... lol. I realized I needed to call every time I left the room to assure that our room was going to be done by housekeeping due to the fact the second day- they came to clean it at 6pm after angrily calling. We did not realize until the 3rd day there that they had turn-down service. Again, I would call them to remind them to include our room in the turndown list every night after. The restaurants do not have a reservation system so they are first come first serve and most waits are 2 hours. I was informed the steakhouse waiting line begins 30 mins before they even open to assure you even can get in for the evening. The EVER SO POPULAR WEI and UMO that are considered "adults only" were closed during our stay and we had to opt for a different version of UMO at the buffet location but could not enjoy the WEI we were excited to try. We attempted to purchase some merchandise at the Hard Rock store and were told the credit card machine was not working. On to the good.... Diego at the Heaven Bar was ABSOLUTELY remarkable. He is well versed in all drinks and honestly saved us from cancelling our stay and going elsewhere for the remainder of the trip. Valeria (the pool activities host)- was fantastic and gave one of the best stretching classes I have ever experienced. Fernando (AWAKEN your senses host)- was Remarkable in the experience. It was unlike anything I have ever seen and tasted. Juan (Pool bartender) was fast and I observed how amazing he is at handling large crowds approaching all at once. He smiled and got every order right and fast! To all the Heaven Pool Attendants- Thank you very much gentleman for always approaching us to assure we are not in need of anything. I wish I could remember their names but probably the BEST pool attendants in all of Cancun.

  Mar 07, 2025
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  Riviera Maya

  The resort was very nice and the restaurants were amazing. The views at Faro were beautiful to enjoy breakfast. Toro and La Pettit, Wai and UMO were all fabulous!! The pools were nice as well. The best part of the trip was our HOF hostees Moises and Paola. Especially Paola because we dealt with her more then Moises because of his days off. She was amazing always making sure we were great not just ok or good but great. She did extra things to make us feel really appreciated and valued. Hard Rock you have a loyal and fabulous host I really hope you treat her well so when we come back we can request her again. My only complaint was that there was not much late night entertainment like a live band or DJ. They do have a club on weekends but the crowd is more teens 18-23yrs old range. It would be nice to have a relaxing place to listen to some music and drink with an older crowd.. Overall I would give this resort a 5 star rating. .We cant wait to return soon!! ✌

  Mar 07, 2025
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  Amazing Family Vacation!

  I just came back from a wonderful stay with my family at the Hard Rock Riviera Maya! I am well travelled and I consider myself picky, but there are very few flaws I can find at this resort. The food is excellent - great variety and there is something for everyone. We tried all the a la carte and my favourite was definitely Frida - excellent modern Mexican food and immaculate vibes, having the opportunity to be seated outdoors, enjoying the sunset. The grounds are well kept and stunning. The resort is big enough that you never feel it is too crowded, yet spacious to allow for long walks along the beach. The beach - at first I was opposed to the coral reef that cuts off the ocean but right away I see the huge benefits - zero seaweed and most importantly, calm, warm turquoise water. It was great for my little kids to swim in and for us parents to relax! We got to feed the fish and snorkel - such a great experience! The staff were always friendly and provided prompt service, we never went thirsty lol! Also, the shows are excellent! Wow, I am so impressed by the amazing talented entertainment staff - there were no weak days. It was very entertaining and we enjoyed each day's surprise! I loved the robot show the most- incredible! We enjoyed the activities throughout the week - the foam party and aqua aerobics were highlights for me. I also used the gym nearly every day and the facility had a lot to offer. Plus the kids activities - endless opportunities from the indoor jungle gym to bowling to bounce place plus the massive water park, so much fun! We used the kids club and it was completely safe and my kids thoroughly enjoyed the experience! I would say the only flaw is the room. It was tight for my family of four.The two double beds were not comfortable and it was also odd to have a jacuzzi bath tub taking up so much space in the room. We tried to use it, but there was actually black dirt coming from the jets, likely since no one used it. Also there was hardly any space to put your clothes so pack light! The room is not a deal breaker for me, as I don't go on vacation to stay in my room, just something to be aware of! All in all a wonderful stay and I would definitely return! I highly recommend for families - you won't regret it!

  Mar 06, 2025