Excelente lugar para salir y olvidarte de la rutina laboral, un lugar muy completo con una temática al clásico rock, personal amable, buena comida, instalaciones de primera, el único pero es que no tiene playa abierta al mar.....

Cómo siempre la atención es buenísima, la comida, las instalaciones todo! Solo está vez no nos agrado no poder cenar en un restaurante de especialidades ya que tenías que hacer tu reservación y cuando llegamos al hotel para hacer el check in ya no había espacio y un mal sabor de boca ya que una de las cosas a las que íbamos era a cenar en el restaurante Ipanema. Lo demás muy bien como siempre.

Me quedo a deber mucho. Nada que ver con el de Vallarta. Muy sucio, mal servicio x tener poco personal, pica variedad en comida. Horarios de restaurantes reducidos. Muy mala experiencia, además de todo carísimo...

Estuvimos una semana, somos socios, y nos trataron muy mal. No nos respetaron la membresía, nos cobraron en tarifa un poco mas cara de lo normal, nos dieron habitaciones con cucarachas y muy deterioradas, hacíamos reservaciones para restaurantes y sin avisar las cancelaron y no nos querían atender, nadie nos daba una respuesta de lo que sucedía. Al final nos dijeron q nos iban a dar una botella de Champaigne como una disculpa y nos enviaron una botella de vino espumoso blanco muy corriente y nos enviaron un correo con nuestro caso cerrado.No nos dieron también los beneficios q como socios teníamos, nos querían hacer otros cargos, cada habitación tenía un COVID test gratuito, porq mis hijos estudian en el extranjero, y argumentaron q como tenían pasaporte mexicano la tenían q pagar, haciendo discriminación a los propios nacionales.. en conclusion, arruinaron nuestras vacaciones y es muy caro el resort Para el servicio que dan!! Así como nosotros, coincidimos con otras familias mexicanas y canadienses quejándose de lo mismo. Mejor buscar otras opciones de resorts. HARD ROCK NO ES LA OPCIÓN.

When we arrived we came in with a family who was part of the Hall of fame membership. Bc of the experience they had before they upgraded to platinum bc we had our family together and they wanted to extend their opportunities with more amenities. We saw no change, the service was awful. The amenities are one thing but customer service is what makes the experience 100x better. This is the reason why I'm bringing it down to one star. No communication between departments and at the end of our trip we tried making travel arrangements to the airport and it was so nerve wreaking that as a platinum member I was getting no help as everyone who I was speaking to kept just passing me off and not helping me with my issue. Future traveler beware..looks nice but again..the customer service needs major improvement across the board.

Estou hospedado aqui até o dia 04 set, contudo fiquei decepcionado, pelos seguintes motivos: Até agora as 17hs minha habitacion não fora limpia. Llegué 28/08/21 al hard Rock Rivieira Maya Heaven y me quedaré hasta el 21/04/09.Mi reserva se hizo mediante reserva y estoy en la habitación 4159.La piscina central Heaven también está cerrada durante una semana y el restaurante TORO también está cerrado.NO ME INFORMARON QUE ESTARÍA CERRADO.Esto me está dejando decepcionado con mi estadía. Estive obrigado a me deslocar todos os los dias para Hacienda¿Alguien me puede ayudar?Mi nombre es Kleber Paulino.

Muchisima seguridad, es un resort enorme, yo no fui a hard rock, fui a woodward y me encanto

Buenas instalaciones y atracciones para la familia.Se ha descuidado el mantenimiento en habitaciones,se ven viejas y maltratadas,de ahí en fuera el resto bien. Cambiaron algunas amenidades debido a pandemia.

Truly a BEAUTIFUL resort inside and out. The staff is absolutely amazing and the amount of food is overwhelming! The resort is also HUGE & we came when HALF of the hotel was being renovated. You would never even know. We will definitely be planning another getaway here!

There was water all over the bathroom floor when we arrived, after 2 hours they changed us to a different room and it had the same issue. I know that the circumstances right now are not ideal but it was difficult to get anything done. The second night we had people in the room next to us with music and singing all night, the walls are so thin that you can hear everything. We called several times and nobody came to help. I had to go myself to talk to them because my 1 year old couldn't sleep, they stopped for a few minutes and started again until 8:00am. The beach is tiny since it is artificial, and there was not towel service there. The rooms are small, and the jacuzzi in the middle of the it made them smaller. Probably because of it you could also smell the humidity. The spa was probably the best part of the week. Great service and massages.However, all things considered, I would never go back to this location.

So i did stay here at the Hacienda... the rooms were great no complaints there. I did not like the pool always saw a yellow film on the top which kept me from getting in. Never saw them clean the pool so I cant speak to that and no smell of chlorine so i was quite baffled as to when and how this was happening.With the pool being the main attraction and the non existant Sandy beaches I did not have too much of a water experience here at the Hard Rock. Would not recommend for anyone looking for a beach getaway. Entertainment was good food was decent and readily available 24hrs so that was a plus. This was not one of my best experiences in Mexico.

Had a blast here...my daughter got married and 48 of us made the journey for a week of fun.Resort was great...would definitely come back.All inclusive was wonderful!

This hotel was really just OK. Not a hotel I would go out of my way to visit again. The drinks are made with very cheap alcohol unless you ask for a well known brand. I had 9 drinks in one day before I even began to feel a buzz. The bartenders discriminate on service based on nationality, prioritizing Spanish-speaking guests. Meaning taking the person who came after me first if they were Spanish-speaking. I left feeling bad for the workers, there's only so many times you can listen to 'We Will Rock You'. The adults only side is way less enjoyable than the family resort at Hacienda. We were at Hacienda more often than Heaven as they had better food, better pool and beach areas and better outdoor activities. The bathrooms are in an open air environment so if you go with someone other than a family member or intimate partner, you can hear everything going on in the restroom. The spa was pretty good though and they usually run specials during your stay. Food was like Carnival cruise ship food, don't expect much here or from the on-site restaurants either. There were some good picks and the 24/7 room service was a plus. There are much better all inclusives on the peninsula.

Estivemos hospedados neste Hotel no início de agosto de 2021. A experiencia foi péssima. Já no início, tivemos muita dificuldade de agendar o jantar nos restaurantes temáticos. Só consegui agendar, pois tive que fazer uma reclamação na recepção. Além disso, o tratamento que o staff nos deu foi muito abaixo do esperado. Toda vez que solicitávamos algo na recepeção, eles não eram cordiais e muitas vezes nos tratavam mal. Acredito que essa seletividade no tratamento era bem explicita devido a nacionalidade dos hóspedes. Vale a pena reforçar também que a limpeza dos quartos era bem ruim. Poeira e outras sujeiras eram vistas mesmo após a limpeza dos mesmos. Já frequentamos o hard rock hotel em Cancun e a experiencia foi completamente diferente. A paisagem pode ser linda, mas não vale a estadia de forma alguma. Jamais merece o crédito por ser um hotel da rede Hard Rock. Com certeza não retornaremos nunca mais a este hotel.

Pésima atención, por el precio del hotel esperaríaque el servicio como la comida fuera mejor, las bebidas son lo peor, no volvería a venir a este hotel. Además de que no existen protocolos de sana distancia ahora en pandemia.

The resort is nice but honesty is not something they practice.My family went recently and I was told about a certain special price for spa services.Then when I went to check out at the end there was no special price and they said the promotion was for a previous month.Bait and switch.When I showed them a photo of the computer screen showing the special price they had no response for it, just kept saying it was for the previous month.I've been to this resort location twice, and this is the last time.With so many resorts to choose from, offering the same amenities, I prefer a resort that values treating people the right way.Hard Rock Riviera Maya does not.

I am currently staying here and it has been the worst all inclusive resort (or any resort) I have been to hospitality wise. Everything has been hard to accomplish, from getting rooms next to each other (which we were told would be done and was not); to booking for an adult-only resort but being told when we got here (by all the screaming children and then confirmed by the concierge) that it has kids for the entirety of our stay. You cannot book anything over the phone, not your covid test, not Dinner, not a show, and you have to go to different places to wait TO SCHEDULE all of these things. You can’t order most drinks to your room, you can’t check in until 3p and when you schedule and early check in and pay $30 you still end up waiting for hours for an email that they didn’t even send promptly. The food has been meh but it’s also been challenging to obtain vegan food which in the rest of this region isn’t hard to find. Even checking in was a pain. They didn’t have any records of our deposits in their systems and then after paying the remainder for the rooms, the rest of our party was charged again for the rooms. Each time, being told that what we were paying was covering everything. It seems like it was just a miscommunication because the man at the desk was either new or not good at English. There’s been so many small hassles along the way that I could go on about but needless to say we are all extremely frustrated at the lack of hospitality, professionalism, and consideration for our stay.

Atendimento horrível, comida horrível, nunca tem lugar na piscina, limpeza péssima. O nome não faz jus ao que é oferecido . Valor muito alto para o que é servido

Ficamos hospedados de 23 a 30/06/21 num grupo de amigos com filhos entre 4 e 11 anos. Estrutura do hotel bacana, mas nada diferente que qualquer bom resort até mesmo no Brasil. Praia inapropriada por conta das algas marinhas, além do cheiro insuportável. Funcionários extremamente mal educados e com extrema má vontade, um ou outro que se prestava a servir com qualidade e principalmente respeito, que por diversas vezes faltou. Por mais de uma vez tivemos que brigar para receber o mínimo esperado, uma delas pra receber a quantidade certa na troca de toalhas quando limpavam o quarto. Isso aconteceu com mais de um hóspede entre nossos amigos. Foi impossível reservar os restaurantes que exigiam reserva por falta de agenda. Fizemos praticamente todas as refeições (+-20) no mesmo restaurante (The Marketplace) comendo todo dia praticamente as mesmas coisas porque pouco variava o cardápio. Preço justo pelo que oferece (marca e marketing) mas muito caro pelo que entrega. Ficamos extremamente insatisfeitos. Não voltaremos mais.

O péssimo atendimento, falta de cortesia e má vontade estampada na cara dos funcionários, são os principais motivos para essa nota. Hotel ok, estrutura ok. Mas os colaboradores, são poucos os que te recebem com um sorriso e são minimamente cordiais e educados.

My 11 year old son crying. This is what happens when the water park has been closed every day for 4 days because of rain only in the morning, the pools have been closed half the day every day, food has been hard to find because everyone is shoved into the lobby or in their rooms. They can’t control the weather, but if it only rains in the morning, open the water park and the pizza place outside in The afternoon. . Have something in the lobby to entertain the guests and make sure enough food is available to feed them. The wait staff HAVE been excellent doing what they can, but the management, or lack there of, are making it difficult for them to keep the guests happy. I made reservations for Zen which is in the upstairs portion of the lobby 2 days ago. I was just informed that the only elevator to get up there has been down all week. I have people in my party that are not physically able to take stairs. Would have been good to know when I made the reservations and even better if they had a working elevator. Their solution was to have security carry my mother up the stairs in a wheelchair. 3 flights of 12 stairs each. They refused to let her use the service elevator. She and my dad ended up going back to their room (which has been flooded since the 1st night we were here). The rest of our party went ahead to the upstairs restaurants where a few minutes later, here comes security with an older gentleman that THEY HAD JUST BROUGHT UP IN THE SERVICE ELEVATOR!!!! I spoke to the services manager that came up with him and explained the treatment my mother just received. He took our room numbers and said he would like to discuss it further. Never heard a word from the service manager. 3 out of 4 of our rooms leaked, 1 coming up from a drain in the bathroom, 1 from the patio door and 1 from the roof. And by leaked I mean inches of standing water. Concierge was informed multiple times but the issues were never resolved. On the 2 days of good weather we had, we went to the pool early (8am) only to find that 99% of the pool chairs were reserved for “Diamond Club” members. We finally found 2 open chairs at the very end of the pool. Needless to say, our group of 10 became very close. I almost feel bad for the time share guy that cornered me when we checked out and was waiting on our shuttle.

Great resort. The staff is amazing everyone of them cater to anything you need. I highly recommend getting the personal assistant, they will make sure your stay is fabulous and are usually right there when you need them. I recommend Christian he was excellent and made sure we had reservations and good seats at every dinner or show. He also booked our excursions and made sure we knew about all the activities for the kids and what times they operated. He was consistently texting us to let us know when certain thing we're going on if he knew it was something we were interested in. In addition to the beach, which in the summer is more prone to excess seaweed, they had a large pool area and a free water park with big slides and fun water attractions for all ages. It's all inclusive so no worries about dinner or drinks cost. They will stock your room with 4 beers a day but all the drinks at the bars are free. Pro tip if you want more than 4 beers in your room per day upgrade to rock royalty level and it seems limitless. In addition to all the awesome music playing and the memorabilia you can check out guitars to play in your room!

Hotel mais top que já fiquei na vida, all inclusive de verdade. Por si só já é um paraíso, as piscinas a praia particular tudo lindo. Vários tipos de restaurantes e todos são maravilhosos e o melhor você pode comer o que quiser o quanto quiser, as bebidas tbm são todas de ótima qualidade e tbm ilimitadas.

Amamos os dias que passamos no hotel desde o atendimento até a comida e os lugares lindos que tem no hotel... uma dica é fazer o snorkel no hotel, na praia que eles tem em frente, fizemos e vimos várias estrelas, ouriço negro, outra dica é reservar todos os restaurantes pro jantar assim que chegar alguns são concorridos e acabam tendo pouca disponibilidade em cima da hora

Eu e meu marido estivemos lá do dia 03 de fevereiro a 07 de fevereiro, se quiser comer a vontade e beber com qualidade e ser tratado como rei esse é o lugar rsrs ponto negativo é que é bem americanizado, mas caso queira conhecer a cultura e culináriamexicana então tire uns dias para ficar em um Airbnb tb e conhecer a cultura local vale a mto a pena

O Hotel, incluindo suas áreas externas, é muito bonito e bem cuidado. O atendimento na recepção é atencioso. Para além da variedade de restaurantes com diferentes propostas gastronômicas, são organizados pontos extras para o serviço de cardápios específicos. Destaque para o restaurante italiano na área do Hotel Heaven, onde não são hospedadas crianças. Os quartos são de bom tamanho, confortáveis e com a banheira integrada ao quarto. Praia particular, enorme conjunto de piscinas, lojas, restaurantes, bares, academia, quadras, espaço para shows, um parque para passeio e corrida ao ar livre e o contato com a natureza tornam a experiência muito prazerosa. Localizado próximo aos grandes parques, a curta distância da cidade de Playa del Carmem e do sítio arqueológico de Tulum. No próprio hotel é possível agendar alguns desses passeios externos.

About a year and half late reviewing, but this place deserves 5 stars and then some. We had the best vacation of our lives here at the Closer to the Sun music festival in Dec ‘19 and can’t wait to beck this December! The hotel itself is first class, scenery and beaches are top notch, rooms are legit (ours had a spiral staircase up to our own open air balcony👌), staff went over and above, the food was good and the delicious drinks never stopped flowing. And we didn’t even check out the skate park or water park but will definitely do that this year. All in all do yourself a favor and go visit Hard Rock Riviera Maya!

This resort is by far one of the best in the area. Absolutely gorgeous and the service was that of a luxury resort. Speaking of which, Mario is the best waiter this world could offer!! He was so professional, attentive, and made us have even more fun! Hopefully when we return he will be promoted because he was that great. I miss the food already. The sushi, the pool-side snacks, the restaurants...omg...my compliments to the chefs. It was an amazing experience and was a truly a vacation where we all felt pampered and taken care of. Did I mention the cleaning service? They all need a promotion as well. There was nothing better than coming back to a perfectly clean and organized room after a long day in the sun. You can't get service like this in America unless you want to drain your 401k. The Hard Rock was very affordable and honestly a steal for what you get. I will be going back ASAP!

Been here twice already and have loved each time. People are so friendly and willing to help you out in any way possible. Family friendly atmosphere and now another new play area and obstacle course for the kids. My kids & grandkids had an amazing time at this hotel and enjoyed many of the excursions they offer.

Had a wonderful experience here! I came here with my family for the first time, and we were treated very well by the staff in every department. Everyone is so friendly and helpful, not to mention happy. My favorite part of the resort was the food, the restaurant and snack options were endless and all very good. Thank you for a great Stay, I hope to come back soon. I particularly want to thank some of the staff I had multiple encounters with. This includes Ilse at Concierge, she was very helpful when it came to changing rooms, checking in, and just a great resource all around. The servers Gus,Ricardo, and Luis who all rotated around the resort were some of the best staff we have ever met. Very quick, efficient, and friendly. Gracias Hard Rock!

I’ve been coming here over the past 4 years and have to say I’ve really noticed improvements on my most recent visit. The service as this resort won’t disappoint. The staff has always been outstanding. The only thing that lacked was the food. I found the food overall much better this time. It’s not as good as local Mexican but for the whole experience, worth it. If you like all inclusive resorts, you will probably like this one.

This is our fifth all inclusive and I would say definitively the best. The resort is very clean and expansive with infinite amenities including a full sized water park with slides, trampoline and skateboard park, a beautiful inside courtyard with nightly entertainment and tons of restaurants to choose from. The food was probably the only area I would 4/5 but more than good enough and there are bars and small snack shops everywhere you turn. The pool is large and long with a swim up bar and quick service. Staff is very kind and pleasant. I would highly recommend.

This is one of the best resorts we have stayed at. They do not disappoint in any area. Very clean, staff are always helpful and caring. They go out of their way to ensure your stay exceeds your expectations. The French restaurant was amazing!!! Each day there are fun, interactive shows, games, parties...etc going on in the pool and beach area. We travelled in a party of 6 for a friend's birthday and they made her day very special. Banner on her door, room filled with balloons, cheesecake delivered to her room! It was great. We will definitely be returning in the future.

Excellent resort for a family or couple. Clean with great food and entertainment. Can’t wait to go back. Very Friendly staff. Food, restaurants and pools are amazing. There are two sections...

We are about to visit at the end of March. We previously stayed at the HR Punta Cana ... where our room was flooded and many of our items were damaged. When we checked out of HR Punta Cana, we were...

We chose another Hard Rock based on our experience with the Hard Rock in Punta Cana. Compared to Punta Cana, this resort did not meet our expectations in a few areas. Our room was not what we...

My family and our friends were very excited to have a family vacation. We booked this resort because we were told the all inclusive had a lot of activities for kids and was a great place for the...

Spent a week at the Hard Rock Riviera Maya and will not return. We were a family of 6 and had three rooms. The customer service was terrible and were were treated differently that I haven’t...

Family of 4 stayed December 20-25 in a Deluxe family room which was 2 connecting rooms. Room 1 with king bed and room 2 with 2 double beds. Checkin didn’t take long but was annoying that restaurant...