Appealing to luxury travelers, spa enthusiasts and families seeking all-inclusive pampering, this sensational resort provides the perfect setting for relaxation and fun in the sun. Located in Puerto Aventuras, guests to the resort enjoy all-inclusive access to upscale restaurants and bars, daily and nightly entertainment and comfortable guestrooms that feature 24-hour room service, nightly turndown service, a flat-screen LCD satellite television, a Hydro Spa tub, Rock Spa bath amenities, bathrobes, slippers and a fully stocked mini-bar complete with sodas, bottled water and domestic beers. The upscale Rock Spa provides a wide variety of splendid services while family-friendly amenities including a themed kids club, Teen Lounge, outdoor family and kid’s pools, snorkeling and kayaking activities ensure unforgettable stays for each and every guest.
870 guestrooms, including Deluxe Gold Rooms, Deluxe Diamond Rooms, Deluxe Family, Deluxe Platinum Sky Terraces, Deluxe Platinum Sky Terrace 2 Bedroom, Rock Suite Platinum 2 Bedroom, Rock Suite Platinum Rooftop Lounge 2 Bedroom, and Rock Star Suite.
Location
Riviera Maya - BeachProperty Information
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Resort Details
Hotel Advisories
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
A maximum of two pets are allowed per room. The hotel is not responsible for providing food for pets due to each pet's particular diet/eating habits. The pet friendly program allows for each pet to be a maximum weight of 48.5lbs and a height of 15.7in. The program requires a fee of 150USD plus tax per pet, per stay. The hotel will not provide kennels or crates.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
22316 reviews
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Jan 01, 2025Usually love Hard Rock hotels and resports but somewhat disappointed
Generally speaking, I've always loved the vibe at Hard Rock reports. With a background in pro audio, its fun to see the memorabilia and the tuned overhead are always pleasing. Dings: We had to switch rooms for our last two notes and it was a cluster- blank. Lots of over-promising and under-delivering. As the family planner, I lost a half day just dealing with the transfer to a new room. The Fender “have a guitar in your room” program took me 3 days until I was able to get one. Then when we switched rooms, no one would accept responsibility for water chinv over it and they wanted me to schlep it all over the property. I just gave it back extremely disappointed. Food: Wei was fantastic (adults only)! Every place else was adequate. Cleanlyness: generally pretty good. Mulligan? It was New Years holiday so maybe the staff we overwhelmed? Stay away from World2Meet transportation company. They initially tried to take us to Hard Rock Cancun when we were supposed to be staying at HR Rivier Maya.
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Jan 01, 2025
Not a Five Star Hotel
This is the first time I am writing a negative review. I am hoping it will be useful to people when choosing a hotel in Riviera Maya. Overall, we had a nice vacation, relaxing and warm, but I would not go back to this hotel. There were some positives about this hotel: - the gym was amazing, big, had lots of equipment, didn't have to wait for equipment - there is a running path, it was difficult to follow, but regardless, you could easily run a 2km loop on the resort itself - the staff was polite - the food was very good, there were many options that were well labelled eg: vegetarian, vegan, gluten-free... Unfortunately, there were too many negatives. The hotel was rated 5 star, but it is not even close to comparable to UNICO etc... Here are some of the negatives: - our air conditioner made loud thumping noises all night, they came to fix it, but it was never actually fixed, so it was difficult to sleep. - we had a room with a terrace with a hot tub, but the hot tub had not plug and no running water, they did come to fix it, but it meant that we couldn't use it for the first two nights - there were cockroaches in our room, we found two (and one on the staircase) - we were in the adults only section, but no one enforced this, there were many teenagers and children especially at the pool tables - the pool tables did not have the correct balls, i.e., the number of stripes and solids was not even - check-in took over an hour, also, we were told if we were members, it would be faster. It is just my opinion, but I think you should treat all your guests equally, check-in should not be difficult for anyone - there is no way to make a reservation for dinner, we were told just to show up, and it would be a maximum of a five to ten minute wait. We showed up to Zen just before seven, we were told that there were no more seats for that evening, we would have to go elsewhere. We showed up the next time at 5:30, and had to wait 45 minutes to be seated. I think that making all your reservations like at other resorts is the better option. - Most of the available pool chairs are in a few inches of water, too many pool chairs are reserved for members or you had to pay extra for them, we paid a lot for this vacation, I don't feel that pool chairs on dry land should be extra. - The pool often had small amounts of litter in it: pineapple, cups, coriander... - The stairwells also had litter in them: napkins, plastic wrap... - The blue pain is chipping everywhere Again, I hope this is helpful to someone, I personally feel we should have been offered money back (or a new room) if only for the noisy air conditioner and the hot tub that did not work.
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Dec 30, 2024Best butlers!
Moises & Paola & Angel were fantastic butlers at the Hard Rock Riviera! The attentiveness at the Thanksgiving dinner was above and beyond!! They helped our daughter when she arrived alone at the airport at night and got her taken care of and kept her safe!
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Dec 30, 2024
Great Butlers
Had a wonderful time meeting up with friends who are also HOF members. Our butlers Moises and Paola were the best. They took care of all our needs. When reservations were made, they showed up to ensure we were well taken care of. We will definitely request them for our next visit.
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Dec 30, 2024
Not terrible Not Great
Visited HR Riviera Maya with family and friends in late December. Property is rather large with a good amount of activities for kids/teens. Overall, not the quality of other HR hotels I have stayed at and I probably wouldn’t stay here again as there are far better options at a similar price point. Hotel Room - We had a twin room for our family that was located on the first floor in building 4. It was very noisy and had poor sound insulation. Room itself was dated and in need of minor repairs—broken faucet, safe didnt work, and bathroom door was crazy squeeky. Cleanliness was just okay. Food - The restaurants were good, but the wait can get long. We had a 2 hour wait for Zen. Recommend getting in line 30 minutes before restaurant open if you want to do any of the sit down restaurants (except the Mexican food restaurants where wait is minimal). Buffet for breakfast and lunch is pretty standard. Pool/Beach - There is no proper beach on the property. There is a small lagoon, but seating is limited. The pools were good, but again hard to get a lounge chair as people get up super early to claim. One thing we did learn is that if you go to one of the pool concierges, they will help you find a spot by removing items from chairs that have been idle for 60+ minutes. Activities - We did Escapology, laser tag and bowling. All require reservations. Escapology was $40 pp. For laser tag and bowling you can use your room credits, but there is a 35 percent service charge, which came out to $60 for our family of 4. That gave us 1 hour of bowling and 10 min of laser tag. My wife rated the spa an 8/10. After room credits, a 50 min massage was about $90 (or $250 if you dont use room credits) Upsell / Vacation Club - There are a lot of folks on the property pushing their Legendary Club which I believe is the equivalent of a time share. There are also a few pools that are vacation members only. We weren’t interested in this as this is not a resort we would return to, so do not have any additional details there! Overall, we had a good vacation and most of the staff were friendly, but the property was rather average. We’ve stayed at the Grand at Moon Palace in the past and it was far better in my opinion.