Hard Rock Hotel Riviera Maya (Hacienda and Heaven) - All Inclusive

Awful hotel, to the point we begged our tour operator to move us straight away. This is our honeymoon and from being moved hotels last minute due to potential health risks we were moved to yet again another health risk. We were told buy TUI that one resultant and block was closed due to pipe work construction, little did we know when we arrived that it was having a full refurbishment and there was no guests there, more staff and maintenance people. When we first arrived they tried to take £500 out of my bank ‘as a hold’ luckily my bank thought that was dodgy and stopped this.. they then was constantly on about money money money, we had one just got here and spent thousands on our honeymoon and felt there was no need and it was a money making business. Got to our room and it was so outdated and things were falling apart. Building work happening in the entire hotel it was just not funny or on, it was hazards and not safe. Food what we did taste was questionable. Staff apart from the bell man were rude. I have no good words to say about this place, I couldn’t stay there for 2 weeks on my honeymoon and enjoy myself. So TUI moved us into a much better facility.

Our 3rd time at Hard Rock Riviera Maya and it never fails the hospitality is amazing. They’re activities every day even though Milton was on its way. We did leave the hotel to do excursions which were awesome but I didn’t post and can’t wait for next year

Stayed at the HardRock Hotel in Riviera Maya for our family trip this year and couldn’t be more satisfied. The resort is huge with an adult side (hacienda azul) and family side (hacienda Rojo) and private beach area so we felt safe with our toddlers. Our butlers Angel and Moises went above and beyond making sure we were taken care of our entire trip from transportation to restaurant reservations to pool lounging. Rigoberto out at the poolside lounge area delivered amazing service daily with drinks and food flowing. Will definitely be going back.

Great, relaxing week spent lazing around the Adults Only Eden pool and imbibing at the Heaven bar. The restaurants, especially in the adults only section were all fantastic. Our room was comfortable and housekeeping did a great job. Very happy with our whole experience.

We came back a few weeks ago from this paradise. We were in 6 people (4 adults and 2 kids 10y and 14) and have to confess that was a bit hesitant due to mixed reviews but don’t worry if it you are of the mentality the glass is half full. The hotel is beautiful, clean and I felt safe. There was an issue with our door which was addressed and immediately taken care of. The staff are very respectful and doing their very best to attend to any request we had. Keep in mind that this is an old property, so I’ve seen a lot of people comparing to the property in Punta Cana (I’ve never been) but from my understanding the other property is huge and new so you are not comparing apples to apples. The pools were great, the people that we met at the resort, mostly family which that’s what I was after, was nice and educated. My kids played volleyball with other teens and even parents. We met people from US, Canada and South America. The shows were amazing and for me the beach was great as it’s secluded, with some sort of net to stop big animals (if that was really the intention) so I felt safe which for me is a big deal. The water was warm, Cristal clear and with lots of fishes swimming by us which we all appreciated and loved. My kids had so much fun at the foam party. The restaurants are amazing, my favorite was the Italian Ciao. I could eat everyday there without a problem. Room service was great as my kids really enjoyed breakfast in bed. I would come back in a heart beat. Yes the rooms are outdated but very clean. The beds were comfortable but next time I will bring my pillows. Breakfast at Toro was my favorite. I can see that a few staff struggle with English and that was an issue for some people, but that’s Mexico and Spanish is their mother language so my kids decided to brush off their Spanish skills which was funny and enriching at the same time. Thank you Hard Rock ! Note: my friend is a legendary member but honestly didn’t see much difference for those who were not other than having access to a more private areas.

Chef Cyntia, Aaron, Ventura y Amairany were great hosts and love the service. We did a facial with Aaron by the pool and Ventura’s service was amazing by having the pool chairs ready for us everyday. Amairany the captain was always asking if we were doing good and pending on the service. Great Vacation overall !

Ricardo Parra "The Muñe" and camacho were The most freakimg ameazing barman on the place!!!!!! you need to ask for them!!!! ps.... give them a rise!!!!!!!............................. they were always attentive to what we beeded a d they made sure we had a good time

Everything was so great !!! Zen was amazing food !!! Pool activities were so fun!! Eduardo was so fun and made our time at the pool crazy fun and social!!! Never an empty glass!! Breakfast was soo good at the adult restaurant Faro . So pretty. Everything was so clean and everything a vacation needs !! Eduardo when above and beyond to make our stay great !! Thanks to our servers Hommie Benny Ozzy and Mary

The staff in HRRM were amazing as always, even just after a hurricane. The staff worked diligently to clean up the aftermath and ensure all enjoyed their stay. The care and attention are top notch! Our dining experience at Frida with Daan and his team (Jesus & Marcos) was our favorite, from the food and beverage suggestions, to the attention to detail, to the care and hospitality. The food was cooked perfectly and our needs and wants were anticipated and fulfilled. We wish a few things hadn’t changed from past visits with other food choices and pricing, but our vacation was relaxing and enjoyable.