Much needed time away for rest and relaxation! We had no issues finding the Hard Rock transportation once we reached the airport. Got to the resort and checking in was a breeze. We got in right as the restaurants were closing, so we grabbed a sandwich from the coffee shop....it was food, lol. The resort was well maintained and we had no issues with maintenance nor cleanliness. There are soooooo many freaking pools, many even seemed like they were private pools because there was hardly anyone in them. The man made beach was cool too, no aggressive waves, just nice & calming, so that was cool too! Our room had some cool features. We had a hammock on the patio and had another rooftop deck where Hubs was able to have a cigar. The food options, omggggg! So many, and there's literally something for e en the pickiest eaters! The food was always presented in a delicious looking manner & freshly prepared. We even did room service once and had no issue there either. It was also nice to have a "mostly" adult side. The family side was not far away & there were regular trips being offered by way of golf carts. On the family side, there was a gaming & entertainment complex. We enjoyed bowling & laser tag, but they had a baseball put, rock climbing, trampoline park, water park....all for additional costs (except the water park). The star of the show were two things....the consistency of superb service & the ROCK SPA!!!! Sometimes, you don't even know what you need, but thanking my Hubs thought I deserved a spa day....snd I'm so very grateful he did! Alice worked those kinks out of my neck and shoulders! It was a great stay, I'd love to bring my Grand-beauties ! read more

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This spot can be more better. Loved their part that theres for Adult only side but it looks like its an easy access for below 18yrs. But i wish there more easy access on some and snacks (here u have to go in a restaurant to get some or front entrance by the coffee shop) I wish there more day activities for adult other than the pool or beaches. I was hoping for more entertainment during day time or evening time. There bath on the roof where we stayed was a struggle. It took us awhile to figure out the nobs (for water & massage). We also got locked out, good thing we figured it out how to maneuver the door nod ‍ read more

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My boyfriend and I stayed three nights in a Deluxe Gold King Room in the Heaven (adults-only) section for a destination wedding. Our all-inclusive stay cost $1,800, and unfortunately the experience was stressful and disappointing from start to finish. Transportation: Airport transportation was included, but we waited over one hour after being told it would be 10-15 minutes. Transportation was grouped with guests going to other resorts, resulting in multiple drop-offs and a one-hour drive to the hotel. Check-in: We were dropped off at the convention center instead of the main lobby and given no direction. We wandered through employee-only areas before finding help. Check-in was done at an unmarked table with laptops and no greeting. We were also required to place an unexpected $300 security deposit, despite being fully prepaid and having $600 in resort credits. Resort credits were never explained at check-in. Room & Maintenance Issues: * Locked out of our room due to a dead door lock battery, waiting 20-30 minutes for maintenance * Complete water shut-off at 1:00 AM, taking over an hour to resolve * Sink never drained properly and shower pressure was poor * Spa tub was unusable: mold in jets, black debris when activated, broken tiles, loose jet button, lukewarm water only, and a 45-minute fill time Room Service & Housekeeping: * Food allergies were documented, yet I was served food I am allergic to twice, including with replacement meals * Food consistently arrived cold and stale * Tray pickup, toiletries, and coffee pod requests were repeatedly ignored or took hours * Received an unexplained front desk call at 1:00 AM with no follow-up Food & Beverage: Food quality was generally poor. The only good meal we had was at Umo, though even there service mistakes occurred. Buffets were bland with no salt or pepper available. Room minibar options were extremely limited and additional refills were charged. Alcohol was not available via room service unless purchased at full price. Resort Credits: The $600 resort credit was misleading. Credits could only be used in limited areas and required paying 35% out of pocket to use them. This was never disclosed prior to booking. We canceled a couples massage because the out-of-pocket cost nearly equaled half the service. Additional Issues: * Very limited smoking areas with no seating or shade * Children frequently present in adults-only areas * Bathrooms unavailable in many lobby and restaurant areas While some staff were kind, the resort's size, poor communication, and lack of organization led to constant issues. For the price paid, this did not meet the expectations of a luxury, adults-only resort. We would not return. read more

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Do not waste your time and money here. Hot tubs? All cold. Did your resort booking include $200/day credit? Good luck figuring out what you can use it on. Grifters, scam artists... nickel and dime you to death. AVOID THIS PLACE. DO NOT BOOK THROUGH COSTCO. CostCo should stop doing business with this place. There is ONE activity; sit on your butt and drink. Pools are cold too. Warmest water was the lagoon... Food is TERRIBLE. Rooms are rundown, dirty, and TINY after they put a stupid spa tub in every room that doesn't even work. 4 buildings with hot water not working. Go ANYWHERE else. Using AI photos to sell reservations, look at my included AI SLOP from THEIR website. The actual resort DOES NOT look like the photos online. Rooms: Rooms are dirty and need updated. Nearby activities: There is NOTHING to do at the resort. Include off-resort activities in your planning and after you see what the resort costs are plus costs to not be bored for 7 days? Anyplace else is a better value. Safety: Not sure what is in place to keep underage kids from drinking. Kids clearly seemed intoxicated. Did not seem safe. Walkability: They do have lots of golf carts wildly racing around the property full of drunk people and families... Drivers are staff and aren't intoxicated, just in a hurry? Food & drinks: Drinks are good. It's all they have. Food is gross in the Marketplace. Fries and chicken tenders were good poolside. Noteworthy details: Seriously... GO.ANYWHERE.ELSE! You will not be sorry. I am on day 2 of 7 and if they told me I could get on a shuttle and leave right now, even with no refund, I would go in a heartbeat. If you love this place... cool. Enjoy. read more

Hard Rock Hotel - AI slop. Does NOT look like this. - Hotels Near Me - Puerto Aventuras, ROO

Worst customer service I've ever received. You would think that since we are on vacation and spending quite a sum of money to be here people would at least have the common decency to talk shit about you AFTER you leave. Unfortunately this was not the case, these two women proceeded to laugh and talk shit about my family after we had some difficulties with our checkout process. This place has severely gone down from previous vacations. Do better. read more

Hard Rock Hotel - These are the two women. - Hotels Near Me - Puerto Aventuras, ROO

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The customer service was really good. However, I did not like the all inclusive. I felt like it could have been more options for breakfast instead of just buffet options. Also, I did not like how the check-in process took nearly an hour, which was a very long time, and I felt that they were unorganized , but other than that, the taxi service and bartenders were very nice. I will get the rooms at three out of five only because I did like the bathroom but I felt that the room could have been more updated. Also, if you love monkeys and raccoons and iguanas, they are definitely on site. You see them throughout the whole day. The question when I come back? Is I don't think so I think I would definitely try other options in Cancun like I did before I came here for a wedding. The wedding was beautiful but I don't think I will come back to stay. read more

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Updating our review from 4 to 5 stars because the customer service at the Hard Rock was truly stellar. Every staff member we interacted with was welcoming, attentive, and genuinely helpful. Our only suggestion would be to continue moving forward with renovations, as the rooms do feel a bit dated. That said, this was still the perfect place to relax, unwind, and be fully present with your loved ones. I also have to mention how much we loved the cats around the property. One in particular greeted us every morning near one of our favorite restaurants on the Heaven side, which made the experience feel extra special. Seeing the wildlife, especially the monkeys and cats, was such a fun and memorable treat for us. read more

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Came back last week and I have to say this is an amazing resort! The food, the service, the different amenities and activities surpassed what I had expected. I've been to a couple resorts before but this place surpassed them definitely. Yes, the rooms were a little dated, it would be nice to have queen beds instead of 2 doubles. Don't necessarily need the bathtub in the room, but you don't really spend much time there anyways. Food - the variety at the buffets were great! Always something for the kids to eat. You can tell that they make everything in house and the bakery/dessert sections is very good. I like how clean and how they handle the food there. Anything that needs to be kept cool is in little fridges or salad on ice. Water bottles everywhere. The restaurants were great, they were first come first serve. We went around 530-6pm and didn't have to wait, but if you go later you might have to. We really liked the restaurant Frida, the hibachi experience was cool, but food was meh. Overall, I would say the food quality was great for a resort! Service - everyone was super nice, someone always comes along while you're at the pool to see if you want a drink. It was not too difficult to find loungers throughout the day. Amenities/activities - love that they have a waterpark (opens 11am-5pm), indoor playground and trampoline park. So great for kids. Throughout the day they would do activities by the pool. The foam party was fun as well. Overall, it was a great experience. The weather was perfect the entire time we were there. The beach is calm and shallow due to man made coves which blocks a lot of the seaweed which is nice. Check in process was not too long. We got to see some wild life like monkeys etc while we were there. The shows at night was great too! The best ones were neon human and Fire and Water. We are looking forward to come back! read more

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Shockingly poor service from start to finish. I initially reached out on a Friday regarding a price match (cheaper price on another website than what was on theirs) and connected via chat with a representative named Alejandra. At her request, I emailed approximately 15 screenshots documenting the pricing. I spent over half an hour doing this as she checked to make sure they could honor the websites pricing with her team. She indicated I would receive a response that same day. I did not. I followed up by email on Saturday, Sunday, Monday, and Tuesday--receiving no response to ANY of these messages nor any response from her as was promised. On Tuesday, I reconnected via chat and was transferred back to Alejandra. She stated she would look into the issue, then abruptly disconnected the chat. Despite having my email, she never followed up. At that point, I called and requested a manager. After a 20-minute hold, I was told I would receive a callback within 24 hours. That callback never came. I called AGAIN and also submitted a request through the website's contact form. Eventually, I was connected with a manager named Aldo. Unfortunately, the experience did not improve. He was unable to provide any explanation for the lack of prior communication and asked me to recreate and resend all of the screenshots--an unreasonable request given the volume of information already provided. Effectively something had happened and she never even submitted the request. Zero accountability from him or the company in dropping the ball on that and wasting my time. He then sent a quote that was higher than the pricing listed on their own website!! When I pointed this out and provided a screenshot, he questioned the source of the website (despite the URL clearly showing it was their own website) and suggested the lower rate was due to it being non-refundable. This was incorrect, as I again screenshotted and confirmed the pricing and the stated seven-day cancellation policy directly on their site. After further back and forth, he agreed to honor the website pricing--WOW. At that point, I could have booked it myself on their website - but refused to apply the advertised price match guarantee benefit of a one-class upgrade! I should have had a free suite upgrade for the hours I spent on this and I still could have booked the same room cheaper through the other site! The level of disorganization and lack of accountability throughout this process was unacceptable. Based on this experience alone, I would strongly recommend choosing from the many other properties that demonstrate a genuine commitment to customer service. If this is the experience before I have them any money, it does not inspire confidence in what follows. Edit- their claim that they told me that it would take 24 to 48 hours is completely false. As previously stated above, they told me I would receive a response that day. Hence, why I followed up the day after after not hearing back. Furthermore, the claim that they didn't get the emails, that's also completely false. How do I know that? While I was on the phone with representative for half an hour and she confirmed that she had them. So that's rather difficult to refute. What a dishonest company. Yikes. read more

Great place to stay, food, entertainment, water park, games and food were excellent. Steak house was amazing highly recommend, downside no reservations which if you didn't arrive early the wait was long. Coffee shop was great pick me up whenever you needed it. read more

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Very nice older property w 9 different units. The property has an adult only area which is fantastic. All inclusive resort, so many buffets, not my favorite. Spa and gym were nice. Accommodating the guests is high priority. The elevator in our unit was scary and some days did not work at all. We were on 2nd level thankfully. Nice conference center on property. Many pools and a swim up bar. The beach area was not beautiful, and quite small. On the plus side the servers came out here to bring beverages read more

Hard Rock Hotel - Market eats - Hotels Near Me - Puerto Aventuras, ROO

We are at the resort now. Do NOT stay here. They treat you as a dollar sign not a person. I just had to walk 1 mile to the entrance because they wouldn't let the tour I booked pick me up. Unsafe walking conditions for my children as there were no sidewalks. Insane policy to not let tour providers into the resort to pick people up. My tour provider said he doesn't have this issue at any other resort. read more

Resort was very relaxing and rooms were not bad! So many pools and fun areas to lounge around at. Food was okay definitely not amazing but could find some things to eat. Service was also okay and pretty receptive. read more

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This was my first time staying here. I stayed here because my cousin got married here. And the place was just ok. They did not have a big variety on the red side of the building because it was mostly the kid's side. On the blue side where I stayed was for adults was alright but not much over there either. The food was not good, some food items were ok, however, the bar had premium alcohol, and some drinks felt watered down still. Check-in was horrible. You had to wait in a long line and once you got to the counter it took at least 45 minutes or more to check in. The rooms were clean. But needed better up-to-date curtains and the beds were too close together. All the TV channels are mostly Spanish so it was hard to find any English channels. The maids did not clean the room well they left trash and other items on the floor. The service of the staff was very good. They catered and made sure you had everything you needed and made sure you were comfortable. Note: Plenty of monkeys and iguanas, etc., around the hotel. Be careful and don't walk alone. read more

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This was one of the worst resort experiences I have ever had. The room was extremely outdated, with cobwebs on the ceiling, sinks that wouldn't drain, and an air conditioning system that failed multiple times throughout our stay. We had to submit several maintenance requests just to address basic issues that should have been resolved before guests arrived. To make matters worse, I suffered second-degree burns on my arm after being forced to walk a considerable distance in the sun because the resort would not allow our excursion transportation to pick us up at the lobby. Guest safety and convenience did not seem to be a priority. We were also charged $50 by the resort's taxi service for a very short ride from the gate to the lobby. As female travelers, this felt unreasonable and left us feeling taken advantage of rather than valued as guests. The customer service was equally disappointing. At checkout, when I was trying to locate airport transportation that had been arranged by our travel agent, the concierge simply handed me a phone and told me to call the transportation company myself. I expected assistance, not to be left handling the situation on my own. The final straw was the power outage on our last day. While I understand outages can happen, power was restored to other guests' rooms while mine remained without electricity. The only reason power was eventually restored was because I called and informed staff that my room still had no power. There is no excuse for not verifying that all guest rooms had been restored before considering the issue resolved. Between the room conditions, maintenance issues, injury, poor customer service, excessive transportation charges, and power outage, this stay fell far below the standards I expected from a Hard Rock property. I cannot recommend this resort and will not be returning. read more

Another wonderful stay I just had here at HRHRM! The service here is always so amazing and the location is absolutely perfect!! A lot has changed since we've been here, including new restaurants and now both lobbies being Hacienda and allowing kids. They will also change the menus frequently, like for example, they changed both chocolate desserts for ciao and le petit Cochron. I understand that it's always nice to switch things up, but if you're going to do so, at least make the new desserts taste good. The chocolate mousse was gelatinous, and the chocolate cake at ciao wasn't even cake. I don't even know what to call it. With that being said, there were still plenty of options for good food. The new Thai restaurant, Wai, was probably one of my favorites! Their other new restaurant, Umo, has amazing tacos! I Absolutely love this place and the employees here! It truly is Heaven on Earth! read more

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I can't give them more stars even though I'd like to. We were here for a music festival in Cancun Mexico, Closer to the Sun. The venue was amazing, music at its finest! The room we were assigned was musty and we had to open the sliding door every time we came back to get the smell out. The hotel was sold out according to the staff so we were out of luck. Many people we met had the same experience with musty rooms, since we were so close to the ocean I guess that's the price to pay, but the bathroom didn't even have an exhaust fan. Housekeeping skipped us for three days and that was a bummer (I didn't call the front desk, but each day we took off our DND sign) The food was decent, not the quality we had last year so sometimes we were disappointed in the quality and choices offered. The setting was beautiful the pools and lagoons were top notch! They did not let everyone use the cabanas on the beach without a fee which is very disappointing. The cost of the festival was around 8K so it seems like overkill/overpriced to charge a fee to use a cabana, most sat empty while patrons sat on the sand or stood during some of the events. I'm sure we will be back again because we absolutely loved the vibes and the music. But this hard rock hotel isn't a five star resort. In addition we are pretty sure the staff/bartenders water the booze down. All in all we had a good time and the money we spent was more for the musical experience than the accommodations or the food. read more

My first time traveling to Mexico in decades, this was a vacation-reunion with family. Getting here we were greeted by the front entrance crew, took our bags to storage while we waited for our check in. The front desk was super informative and really nice, accommodating. I had plenty questions as this is another country/resort, not sure how this place works. Everything was all inclusive, food, drinks, music, no questions, no pressures of anything. That took a day or so to get used to. The pools in the back were really fun, sooo many pools! Some had waterfalls, some had a basketball, lounging beds, this was honestly really an experience! My family had so much fun! There's also beaches way in the back that allow you to swim with fish! Take goggles or snorkeling attire! I can not wait to make a trip back, it's calling me back! Excellent place for travel, family, fun and drinks! Highly highly recommend!! read more

Mold everywhere. We just checked in, went to our room, assumed the musty smell was partially because the AC wasn't on. We cranked up the AC went for a walk. When we returned, it was actually worse, and that is when we noticed mold on the bed skirt and hanging lamp. We talked with 3 different people to request a new room, each one putting it on another person to take care of. At this point it's been 1 hour since we were told that we would get a new room. Hopefully they can figure out what end is up so we can sit down for dinner. And yes we've stayed at other resorts in Riviera Maya and non of them smelt this moldy read more

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Out of all the resorts I've stayed at, this was definitely not my favorite. It was a fine experience but nothing that stood out as good or exceptional compared to others. Food was only okay, with small portions, and often slow service. Difficult to find bottled water, with one bartender telling us he's "not supposed to give out bottled water." Definitely a family-oriented resort, and the adults-only side was lacking in activities and amenities. Huge resort which was difficult to navigate. Poor communication/instructions from resort staff- often didn't know about events/activities going on or where to find them. Couldn't figure out how to order food by the pool and no one could give us any information on a menu or how to order. Overall, the staff were mostly friendly. Waiter, Erving, and bartender, Bladimir, were incredible! Otherwise, service was mostly slow and difficult to get. Probably would not stay at this resort again but still had a nice time regardless! read more

Food was great! Streak House was great!!! We went there twice on our stay! I would say their dessert was my favorite! The Italian place made the best Aperol Spritz!! We spent most days by the pool! Very nice and relaxing, but would probably go somewhere else if we go back to Mexico read more

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So much to say about Hard Rock Hotel, Riviera Maya....HERE WE GO.... My family and I stayed here for our first all-inclusive vacation with our children and there is so much to enjoy here at the Hard Rock! It was very cool to wander through the lobby and view all the music memorabilia. We were very efficiently received in the lobby and the check-in process was quick and painless. We had reserved an adjoined room and a rooftop terrace for our large family and it was perfect for our needs. The rooms were clean, the beds were very comfortable, plenty of pillows to go around, and the complimentary amenities (snacks, drinks, slippers, hairdryer, robes, sewing kit!) were all very much appreciated. We also enjoyed the balcony hammock, and the cool and breezy rooftop terrace with absolutely beautiful views! *the rooms are kept chilly, and while some people would prefer warmer temps, we slept very well! The staff is ALL extremely professional, respectful, knowledgeable, and the entertainment staff running the daily family activities for Hacienda Roja were PHENOMENAL. They maintained a good fam vibe with the water and land activities and they are clearly passionate about what they do each day! They truly work hard to make the clientele experience a very positive, memorable time. I also felt very comfortable allowing my kids to travel back and forth from beach to pool independently. The environment is very safe and easy for kids to navigate around the pool and beach areas. *Beware the timeshare salespeople in the lobby who target new arrivals or departing guests. While the beaches aren't open to the ocean, the waves are entirely too strong and dangerous to swim in the open water, so it was so nice to have access to the ocean water with the protection of the breakers. We had a great time building sand castles, looking for ocean critters, snorkeling, and just swimming in the clear water with the fish and exploring the ocean. The food options are amazing! We frequented both the Market and Toro for breakfast buffets and we each enjoyed our breakfast favorites at each location. The Market buffet literally provided ANY kind of food you could desire. It was freshly prepared and tasted great! We also enjoyed dinner meals at a different restaurant each night, and they each provided excellent service and delicious meals and refreshing cocktails! Our hibachi chef at Zen, Sandy, was excellent and very entertaining. The cocktails were great too! Toro was by far our favorite dinner restaurant. The calamari app and steak and shrimp tacos app were delicious. For entres, the salads and grilled chicken with veggies were good, the NY steak with baked potato was even better, and the steak filet was by FAR the BEST filet we've ever tasted. GET THE FILET! Ok, here's our least favorite part of the Hard Rock: We were very excited to visit the unique sound lab and the mixology lab that the Hard Rock claims to have...unfortunately they were both unexpectedly closed down for different reasons. We were pretty disappointed to say the least since we had traveled so far for this particular vacation. Our overall experience was more than I could have hoped for. We also enjoyed a 1/2 day excursion to the cenotes and were well cared for while we explored natural caved springs, the ocean, and snorkeled with a plethora of marine wildlife! We saw many wild animals while on the resort property and we enjoyed the flora and fauna, we especially liked watching the spider monkeys, coati, agouti, iguanas, and many fish and birds! read more

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The hotel was older, huge but the service horrible. I have been to Cancun area at least 20 times. It was overpriced and not a person could do anything or care. My business partner was put into a moldy room asked to be reassigned multiple nights. We had a block of 4 rooms no one was near each other. The front desk took 2 hrs to check in. We had a family in the block have a red eye and they did not give them a room till 5 pm. They arrived at 8 am. Do not go. Go somewhere else. Mold bad service - servers asking for good reviews for free messages. A place to move on from. Notice how they only respond to good reviews. read more

I had an amazing experience at this hotel the best part was the service that Virginia provided to us at the Eden pool. She made us feel at home with her excellent service. She rocked our stay with pool services that was supreme. Thank you Virginia!!!! read more

Hmmmm...not sure what to say about this resort. The pools and lagoons are clean and have a fun atmosphere. The drinks are a joke and ask for double alcohol for everything. The biggest issue is the food. We paid $85 for the tomahawk steak at Ciao that was literally the worst steak I have ever had...tough, chewy and fatty plus totally undercooked. I had one piece and left the rest, Every restaurant is mediocre. Very small portions. Not sure I'll return. Typical all inclusive...seems great until 2-3 days in and then everything tastes the same. read more

I typically love Hard Rock Hotels but this one missed the mark. I'm currently still here (July 1,2024) but it hasn't met most of our expectations. We are in the Presidential Suite (yeah, cost a ton of money-over 10K+ for 3 days 4 nights (discount price)) and there were essentially zero perks. This is the service industry, I've yet to meet our butlers in person!!! Our room was dirty upon arrival, second bedroom bathroom door broken, shampoo, conditioner and body wash just about empty. I had to call to change them as nothing came out with every pump. I felt like I had to put them in a chock hold for 2 pumps. The Hot tub takes roughly 1.5 hours to fill up. 1 remote had dead batteries for TV. All pools close at 6pm. I thought this was the HARD ROCK! I guess no one rocks here. The water park, bowling alley, laser tag all close by 6pm. They had a house DJ (mgr of the bar) playing music in Adults only pool. She stopped playing at 330pm and house music was turned on. WOW.... I personally only drink vodka, they had Belvedere, Greygose, some house brand and Absolute. Absolutely not was more like it. We also purchased Hard Rock Cub Membership. Don't ask me house much, but it's not cheap!!! Added benefits, ZERO other than maybe a private a section with other club members. Not needed as it's super slow here right now. The hotel itself needs a lot of work. Broken lights, ceilings falling apart, again we have Presidential suite, it cost roughly 20-25k for 7days. Check out these pictures and Judge for yourself. I personally wouldn't return unless it was free. My personal favorite is HR Punta Cana. That's a rock star hotel. I felt like we weren't treated like a ROCK STAR for the price. I wonder if my name was Kid Rock if we would be treated differently as I know any "real celebrity " or high roller wouldn't accept this. Again for the price - 2 adults, 2 kids. Not worth it. read more

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This place done pissed me off, I was very excited for a great night with my friends, but it ended up taking a turn. The security guards were physical and extremely disrespectful to my friend. I will no longer go here and I am extremely disappointed. Don't make the same mistake we did smh read more

The staff made me very uncomfortable to the point that I felt unsafe. I had to leave my stay early. Please stay away this place is actually creepy and strange. There are so many better options read more

A an amazing paradise by the sea. We booked everything online months in advance including transportation from and to the Airport. We arrived in Cancun just after midnight. Our transportation to the hotel was included, our van driver was waiting outside and had our names. The hotel is 45-50 minutes away with no traffic at 12:30 am. With traffic in the middle of the day that same ride can be two hours long! So plan accordingly. When you arrive here the first thing you will notice is how big this Resort is. It is huge and luxurious, we stayed on the Hacienda side. Our room was near several swimming pools and restaurants. There are pool attendants with free towels also some afternoons they have hot food being grilled poolside also as well as a poolside bar for the adults. The in-room fridge is always fully stocked with water, soft drinks and ice cold beer. Someone comes and refills your fridge, everyday..... Let me tell you they replace everything. If you happen to run out of or are low on anything no matter what time of day, just pick up your phone. If you come back to your room in the early morning hours and you haven't eaten they do offer 24 hour room service with an after midnight menu. Everything is included here. You will find many different restaurants that are less than a 5 minute walk. The food is 5 star with choices from A to Z including vegetarian items. For places that are too far to walk, during most of the day they offer free rides via golf type carts that run every 10-15 minutes for most of the day and early evening. I think they shut down around 10pm but don't quote me on that. There is always something going on here they even host music concerts recently they had Roxfest which is one of the reasons why we came to Cancun. You feel like your in a different world here. You will meet many very nice and unforgettable people from all around the world here. Thank you to the entire staff of the Hard Rock Hotel Riviera Maya. This is a great place to vacation. read more

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My experience at this property was very mixed. I nearly gave it a 2 star rating The property is very pretty, and the rooms are well fitted out. but... they are a bit cramped. The bathroom takes up about a third of the room. I did not care for them. I spent a few days at a nearby resort and enjoyed it much better. The beach at the Hard Rock is manufactured. The dug out some of the rock and made a break water with it. The sea water goes in and out through a couple of openings which are fenced to keep hazardous sea creature out of the manufactured lagoon(pool). There are areas which are adults only, yet the children were abundant in most other places. I've seen comments that were less than thrilled with the food. I experience one of most horrible dining experiences when at the French restaurant our group spent four hours for a three course meal. The food was mediocre. I started with a steak tartare which fitted onto three crackers(dried bread). This was followed over an hour later by pork loin. I felt sorry for the pig. One couple that we were with sent back their meal because it was cold. Then over an hour after the main course was removed we received desert. I did not finish it. During the meal we had a fairly middling red or shite wine choice and thankfully ice water. The meal took place outside and the refreshments kept from dehydrating. The best part of the evening was leaving the restaurant. To be fair the next meal was better and warmer and included some local choices. I have to say, there has to be some better locations. Oh, I hope you like the constant sound of rock music, but I guess that goes with the name. read more

My group and I had a wonderful time at this all-inclusive resort. We visited for a music festival, so it was a bit different than the typical non-festival experience here, but if you're into relaxing trips I can imagine it would be good for that as well. The rooms were nice though a tad outdated. The beds were super comfortable. Everything appeared clean. The sheets were white with no stains. Ample pillow fluffiness. The layout is a little intimate - open viewing from the bed area to the bathroom, though the toilet and shower are enclosed. Everything was in working order but our shower and sinks did not drain very well and the shower leaked water onto the floor. There was ample countertop space in the bathroom as well as multiple table surfaces in main area. The noise level was loud at times - from construction being done in the hall and from housekeeping going to adjacent rooms. It was also very loud in our room when music was played by the pool, but that was to be expected. Our door required slamming to shut fully due to a loose hinge. The resort itself is HUGE! It's about a half mile from one end to the other. So many pools and areas to hangout. Lots of things to do, although they were not actually offered during our event. I could see areas for tennis, basketball, volleyball, soccer, a zipline, yoga studio, salon, spa, and more. I saw some kayaks under the deck too. MANY bars and lots of restaurant options. The fitness center was a bit grungy but had lots of weighted machines, some treadmills and spin bikes. No yoga mats for some reason. The restaurants were all good. We tried Wai (Thai food, very good), Zen (Asian, great portions and very good), Le Petit Cochon (tiny portions, okay food), Pizzetta (yummy personal pizzas), and the Market buffets (basic resort food). When restaurants were closed, there were usually snacks around the resort except for late night. I was really disappointed with that. The Cafetto has food 24/7 (small sandwiches) but nothing there was vegetarian. One night I was so hungry that I got a sandwich and took the meat off it just to eat the bread and cheese, but not all vegetarians/vegans are okay with doing that. I definitely understanding having less food options at night, but felt there should be food available since the festival was still going on at those hours. Bottled and purified water was easy to find. Caffeine was not, if you don't like coffee. They had no caffeinated soda except for Pepsi. You could buy Red Bull from the shops. Cocktails were good though very basic. There were no cocktail menus or special drinks. They don't seem to have soda water (or even know what it was) but they did have mineral water. The Zen restaurant had a beer on tap, but I didn't find any draft/taps from any other bar and no soda gun. My favorite drink to get was a mango margarita but found it difficult to come up with anything that was lower in sugar. Staff was super friendly and helpful. We had no negative interactions with any staff member. They were courteous and grateful, always willing to help out. They were also not too overbearing. I would definitely return for another music festival here! read more

This was my first time at an all inclusive resort and it was an incredible experience! I came with a group of friends for the Holy Shipwrecked festival and it was so well organized. The resort was exquisitely clean everywhere even though it was storming some of the days. The staff is so friendly -- they ALWAYS say hello and ask how they can help you. The rooms were comfortable and loved the hammock on the balcony area! They offer Patron, Johnnie Walker Black Label, and other mid/high tier alcohol which was much appreciated. I also enjoyed their house red merlot. We ate at many of the restaurants. The steakhouse (Toro)'s steak left a bit to be desired, and the Thai restaurant (Wai)'s food took forever to come out, but otherwise we had fantastic dinners at all of them. I'd rate them as follows: 1. Wai - Thai food - everything was delicious! Only con is that the food took forever to come out. If you have a group of 8 I'd recommend asking if you can have the fun low table where you sit on pillows on the ground! 2. Umo - very fancy Mexican food. Think smoke effects, etc. Food was decent, especially the duck. 3. Le Petit Cochon - French food. The restaurant was the smallest out of all the ones we tried. Loved the lamb chops and the romantic ambiance. The beef tenderloin was a bit tough. 4. Toro - steakhouse. We were maybe expecting too much out of the ribeye but it was tough and not very flavorful. The short rib was great though! Of course, keep in mind that this IS an all-inclusive resort, so I am not at all holding the food to the same standards as I usually do for other restaurants. Definitely don't miss the breakfast at any of the restaurants - the omelets every morning gave me the energy to sustain throughout the day. The water park was also awesome, though adults can only do 3 of the different slides (the majority of the water park is for kids only). Thanks Hard Rock Hotel & staff for all your efforts this past week! read more

I'm writing this review on our way to Cancun Airport, after a fabulous 9-day stay at the Hard Rock. This was only my second time staying at an all-inclusive resort, and this was by far the largest resort I've ever stayed at. First, the good: The Hard Rock prides itself on service, and you can really tell by how wonderful the staff is. From the front desk to the gift shops, from the pool servers to the restaurant waiters, from the guys who drive the little golf carts around to the room service staff, almost everyone we encountered was friendly and cheerful. A few standouts: Gaby at the Toro breakfast buffet, Manuel at the pool bar, and our very favorite Graciela at the Sun Bar. I also loved the hotel grounds and how beautifully kept everything was. We saw workers doing everything from painting to clearing seaweed from the beaches. You can tell this hotel works hard to keep its massive property looking good. And while there's an ongoing remodel project affecting several buildings right now, we never heard any noise from it. Things that could have gone better: We were here with a large wedding party, and had booked our rooms nearly 8 months ago. So I was surprised that our party was spread out among so many buildings. Of the 9 hotel buildings on the property, I believe our group was in 6 or 7 of them. This made it more difficult to coordinate things like having group meals or hanging out by the pool. And while some in our party received room upgrades to two-level suites with sweeping views at check-in, others did not. Including my daughter and I as we ended up in a first floor room with a patio so close to the sidewalk we really couldn't enjoy our patio. This definitely didn't sour our visit, but I wouldn't have complained if we'd been upgraded as our friends were. Another inexplicable issue at this property is the lack of useful technology available to utilize the resort and restaurants. To make a dinner reservation, we had to stand in a long line at one of the lobbies and could only reserve 72 hours in advance. Which, on an extended visit, meant several visits. They claim to have an online booking option but this never worked for us or anyone else in our group. We also noticed that priority dining times seemed to be reserved for "special" guests like Legendary and Rock Royalty members, leaving us to accept less desirable meal times as late as 9:30 or even 10pm. Speaking of technology, there's no way to check out online at the HRH! And no TV channel devoted to resort happenings and info. If was nearly impossible to find out what was going on around the resort. I was shocked that HRH Riviera Maya had no app as many other resorts do. It would have made things so much easier, on so many levels. Technologically Speaking, this place was like walking back in time 20 years. And we missed a lot of the happenings because of it. While we enjoyed the restaurants we were able to try, I was surprised that there are NO sit-down options for breakfast or lunch. The only choices are buffets or poolside for these meals. Standout dinners were our two visits to the French restaurant, Le Petit, and the center seating area at Zen. Le Petit features a fabulous, traditional French menu. And while almost everything was delicious the lobster (for a $45 upcharge) was a notable exception. While the presentation was immaculate, it was inedibly chewy. I ate three bites and gave up. Also a special note for the sushi fans: you can't order sushi while sitting in the hibachi area of Zen, only in the center section. Other restaurants we tried were Toro, the steakhouse, which had a nice ambiance and yummy steaks; and Ipanema, the Brazilian steakhouse which had delicious food but was VERY loud. We also did Zen's hibachi tables one night, which was fun but we didn't appreciate that we couldn't order off the non-hibachi menu. Secrets of Hard Rock Riviera Maya: - DO hang out at the adults only beach (in front of bldg 1). The drinks are strong and the water is warm. Wade out to the flat rock in the lagoon. The beautiful tropical fish will put on their own private show! - Ordering room service? They don't automatically include salt, pepper, cream, sugar, etc so if you want 'em add 'em to your order. - Enjoy your drinks stronger? Tip your server a buck or two per order. - Don't miss the fried rice guy who magically appears near the Hacienda beach at lunchtime. - Prefer IPAd? They sell Stone by the bottle at the gift shop. - Speaking of the gift shops, their sunscreen prices are outrageous. Bring extra! - Book in person at the Rock Spa for a great discount. I enjoyed the hydrothermal suite and one of the best massages of my life here! - Hacienda is way more happening than Heaven on any given night. Prefer to avoid kids? Heaven now has 2 adults only pools. Thank you #hrhrivieramaya for a great vacation for my daughter and I! read more

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The rooms leaked. Leaked from ceiling and leaked a river/pond from the sliding door causing wet shoes etc. Room service food was not good None of the ice machines on the Heaven side worked so had to continuously order ice from room service. Golf cart service wasn't answering phones and we're very overwhelmed to the point we MISSED the wedding ceremony were there for. Walked to other side of resort for the pizza they keep speaking of and of course the oven was broken, so why are you pushing it. All fun pool activities were on the family side (bldg 9... adult bldg is 1 almost a mile walk) Most of the time when requesting beer or water you were handed warm beverages. They ran out of Corona at the wedding. Restaurants food was good but everything is a hostess check in process so even the "buffet" was a time waste process All hallways are open air (which is fine) however the type of tile flooring they have is EXTREMELY SLIPPERY when wet. So many people fell (not because of drinking) TV.....three is a tablet in every room with various things on it (very helpful) however it breaks down the TV channels into English or Spanish (again very helpful) however 1/2 the English channels had no reception OR they actually were in Spanish I would not go to ANY Hard Rock since going to this one Hard Rock Riviera Maya. Was extremely disappointed. Expected so much h better from Hard Rock. read more

The property and rooms are showing a lot of wear and tear. Our Deluxe sky terrace room was small with only room for the bed, and the upper terrace was covered in bird droppings which was never clean all week. Loud A/C unit that will keep you awake at night. The food was not consistent La Isla was the best food offered but just a buffet for breakfast and lunch, Los Gallos was weak and portions very small, Toro was ok, but steaks were cut very thin and side dishes were not good. Ciao was weak with tasteless pasta Carbonara and caprese salad with paper thin tomato slices. Zen the teppanyaki rice poisoned me and another guest at our table making us sick the entire night. Constant attempts by the sales staff to sell me a time share was annoying to say the least. The entertainment was mixed with Elivis and the fire show as the only two highlights all week. Finally, the promised $1400 resort credit was a come on as it doesn't cover anything you might want to do and there is a 35% tax on anything you do try to spend it on which must be paid separately on your credit card. I will not return here as there are many other all inclusives in Mexico that are much better. read more

Everything is top tier here. The food is incredible, the drinks and service are wonderful. Felix (beachside server) is amazing, so patient and accommodating. Lupita at the travel desk in the lobby is very nice and thorough. She's very knowledgeable. Allen (waiter at Wai) is lovely! Pao (server at Umo) was very knowledgeable and helpful at pointing out vegetarian dishes on the menu for my sister. Hibachi chef Antonio (Zen) was wonderful! Our waiter at Zen Efrain was too notch as well! Their service was excellent. read more

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My husband and I went for our 10th wedding anniversary. We are Legendary members. Upon arrival to our check in area, there were 2 ladies behind the desk. No one was is line and we waited about 15 minutes to begin the check in process. After check in, the bell boy escorted us to our room. Upon entering the room, the was a very bad smell of mildew/mold. We decided to stayed in the room. We figured maybe the smell would clear up? The next morning , I woke up very congested. The smell was still lingering so we asked for a different room. We went to the timeshare presentation as per usual. My husband and I let them know our disappointment in the room. We also had an issue with not having hot water. They were pushy trying to get us to upgrade. Why would we upgrade? This was the second time at a Hard Rock resort where we had to switch rooms because of a mold smell. I told them I would expect that a smelly room at a cheap motel, but not at a Hard Rock. The lady we told this to didn't seemed surprised. We figured she had heard this complaint before. Changes have been made to this resort compared to the last time we stayed here. The Heaven "adults only" side is half of what it used to be. There are now only 2 buildings for adults to stay in and 1 of the buildings is being remodeled. They did add 3 adults only restaurants. The restaurants are very nicely decorated. It gives the impression that the food will be great! Skip both Wai and UMO! Wai is their their restaurant, food is ok. The pad thai was sour, ugh. UMO is their Mexican gastronomy restaurant. Worst food ever. We were highly disappointed, especially since our attendant had talked it up so much. It was so bad, we were starting to feel sick. The drinks were so sour that we immediately had heartburn. Side note; neither one of us ever has heartburn. The Faro buffet "adults only" was the better! Totally did not expect a buffet to be better. Our favorite restaurants are still Ciao: Italian restaurant and Zen: Asian restaurant. They offer a hibachi option, but we prefer the food from the a la Carte, sit down menu. Drinks: the best drinks we had were at the Heaven nightclub and at the pool bar on the adults side. The adult pool is very nice and new, however the entertainment is slim. The once heaven side "blue side" is now family friendly. They have much more pool activities. Foam party: it's on the blue family friendly side! They do not have a foam party on the adults only side!!! All of the lobbies were very hot in the beginning of our stay. I did mention this and we noticed a slight improvement in temperature by the end of our stay. The See the show theater is also very hot, so dress to stay cool. Overall we were highly disappointed. We have noticed there has been a decline in service, food quality, and entertainment over the years. Also, nothing special for our wedding Anniversary! No banner no special dessert, nothing!! The best experience for all inclusive resort we have ever had is Secrets! And no, it does not compare to Unico!!!! Unico is subpar read more

First ever trip to Mexico and first ever experience at an all-inclusive resort. And wow, what an experience it was! Where to start... So much to say! First and foremost, the service from everyone at this Hard Rock Hotel is amazing. They're all super kind, helpful, welcoming, and LOVE children. I can't tell you how many times we were stopped so staff could see my daughter (what can I say, she is pretty cute). It was really endearing and they are great with kids. At this resort, there's two sides - the Heaven side, which is adults only, and Hacienda, which is family-friendly. We obviously spent a lot of our time on the Hacienda side. Both sides have their own restaurants, pools, beaches, etc. The first day we were there, we accidentally strolled through the Heaven side and were turned around and told kids weren't allowed (nicely). Our third or fourth day on the resort, family staying on the Heaven side told us there were tons of kids over there, so we went over... And were told kids didn't have to leave til about 7 pm. So I'm really not sure what the official rules are there, but both sides are fun for kids, but it does get a little wild on the Heaven side with bottles of champagne, hookah smoke blowing all over, and lotsa dancing by the pools. The Heaven side does have a couple restaurants that are family-friendly, one being the steakhouse and one being the hibachi spot. There's "Club Heaven" which is their bar/nightlife spot, and there's also the spa and fitness center in Heaven. I had a massage at their spa and it was legitimately one of the best I've had. SO relaxing and the masseuse was so kind. The rooms were great. Looking online with the virtual tour it looked a little small for my family of four, but it was perfect! There were two double beds, a soaker tub in the room, and then a private bathroom as well with a shower. It worked out great with our littles. I personally thought the beds were pretty comfy, too. Our room also had a balcony which was nice - we had a corner room so we didn't have a hammock, which my husband was butthurt about LOL. As far as "all-inclusive" goes, it truly was. I read some reviews on here about people facing weird charges but I never experienced that. We added on some additional things such as two massages, two pedicures, the Rockstar Dolphin Experience for my family of 4, and a Tomahawk steak food upgrade, as well as few cigars - for all of these things at the end of checkout, we paid an additional $500. For EVERYTHING we experienced in that $500, it was well worth it! Outside of that, anything we wanted as far as drinks, food, snacks, etc. was more than taken care of! Room service is also included, and 24 hours a day. You can't get liquor delivered to your room, but you can get Corona beers. The beaches and pools were well-kept and there were a ton of staff regularly checking in with us for drinks, trash, etc. I think the one thing I would "complain" about is that the food throughout the resort was truly not that amazing. That being said, I understand they're offering it ALL INCLUSIVE so we're not going to get five star meals everywhere we go. Nothing was BAD but we weren't blown away. Some favorites were the Ipanema Grill, poolside food (wings, nachos, etc.), and the tacos in the Hacienda lobby! I'm sure there's quite a few things I'm forgetting, but... Great experience. Wouldn't have changed a thing! Such a memorable family trip. read more

When my wife and I decided to have our honeymoon we wanted to have an adventure, experience things we never had before. We also wanted easy, relaxing and chill as this was our first real vacation since January 2020. Even though the trip was a little longer than a couple closer Hard Rock all inclusive resorts the Adults Only Heaven section was appealing. We made the right choice by picking Hard Rock Riviera Maya. While we decided that no matter what we would enjoy ourselves on this trip we had a couple things we were a little worried about: As Angelenos with access to world class restaurants- would the food be good enough for us? Would the seaweed that plagues the gulf wreck our vacation? You saw the rating so you can probably guess that those things worked out pretty well. We did the whole shebang direct from Hard Rock. Flights and room. Again one of the themes of this trip for us was easy. Jorge helped us book our excursions and made it easy. He also helped guide me to the concierge service to make something very special happen for my wife. The hardest part of the trip was anticipation. Getting to Cancun airport was not a difficult flight and finding our transfer service was pretty simple. It took about an hour to get to the resort from the airport, but it was good to see the sights along the way. There was a moment of fright when we arrived at the front gate as the sign had seen better days. Once we saw the resort and went inside that worry immediately disappeared. The grounds and lobbies were immaculately cared for. The jungle surrounding the property was incredible and beautiful. The way they create artificial lagoons keeps the seaweed from taking over. It's not as smelly as I was worried it would be as they do a great job catching it and cleaning it up. The water in the lagoons is calm, relaxing and clear. The water temperature was just right. The rock and roll memorabilia all over was a fun touch. The room was extremely clean. The food was awesome. Faro in the adult only section was a huge upgrade for breakfast and lunch compared to The Market in the more kid focused Hacienda. Gabby at Faro helped us several times and she was amazing and treated us so well. Lionel at Toro really made our last night special and the food was very good there too. A lot of Mexican food here in LA and Umo floored us. Edgar at HyperX Laser tag gave us the full laser tag experience, made it fun and even took our photos! I asked Vianey, the Mixologist at Hacienda, if she could make us something we wouldn't think to order and she made two incredible cocktails, maybe the best I've ever had. Those cocktails were so good the next time we saw her we had to ask for another surprise and again she wowed us with her mixology skills! The mixologist at the Heaven side (I wish I got his name) was also really good to us and bartender Mukul kept the glasses full whenever we needed a re-up. One of the golf cart driver let us know about concerts at the convention center. We found out La Sonora Dinamita was doing a show our last night there and while we weren't familiar with them we looked them up and absolutely had to go see them. They were an absolutely amazing world class band, and easy to see why they are legends. This show iced the cake of our trip. I'm pretty sure a wedding party hired them to play an after party and whoever that couple is we we greatly appreciated you sharing a special show with all of us on your special day! I hope they have happy long lives together!! We were sad to leave. The staff of this place really made our stay special so many times. There's probably at least a hundred more people who deserve praise for making that happen. The bellhops and vacation planners and golf cart drivers. What a trip! I really want to go back and the sooner the better!! Thanks HRRM staff! Wow! Thank you thank you thank you!! read more

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I'm beyond frustrated with my stay at this hotel. From the moment I checked in, I had problems with the toilet. It wouldn't flush properly and was constantly running water, and no matter how many times I called the front desk, it never got fixed. I spent the entire trip dealing with a toilet that just didn't work - not a small issue when you're paying for a "comfortable" stay or when you are on your period. Every time they sent someone to "fix" it, it was a temporary result that didn't last. I ended up having to use the pool bathroom or my friend's room every time nature called, which is not the experience I signed up for. This is basic hotel maintenance, and I don't understand how a place like this can let something so essential go unaddressed. Additionally, they tried to turn the issue onto us, the customer, and tell us that it was "clogged' from using toilet paper. All my friends had no issues using toilet paper in their toilets. To top it off, customer service offered me a room upgrade for my next stay. Jokes on them, I hope I never step foot on a Hard Rock property as long as I live. I expect more when I'm paying for a room. At the very least, they could have moved me to another room, but no such luck. I will never be staying here again or any other Hard Rock property for that matter. A hotel's primary function is to provide a place to sleep and functioning bathroom - and they completely failed at that. I think I'd have better luck using a restroom if I was held hostage. Avoid at all costs! read more