Ratings based on 408 Verified Reviews

They paid and stayed. We double-checked.
4.5 out of 5
90% of guests recommend
4.7 Room cleanliness
4.6 Service & staff
4.5 Room comfort
4.6 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
5 out of 5
by A verified traveler from california

Great place but expected more.

Posted Aug 18, 2016
First night sucks! Why? Because we arrived at 730pm checked in though the bell boys were friendly, the front desk people couldnt bother to smile. They all look like they were rushing or something. So I booked 2 rooms. 1 room for my wife and I and 2 young kids with a king size bed and another room for our bigger kids. I was hoping that they could give us room that are next to each other. They gave us rooms that are in different buildings that are at least 5 minutes walk to get to. So, i kindly asked if they would be able to at least give us rooms that are in the same building. They said they would but it would take at least 30 minutes. So we agreed and had dinner first and hope that after we eat we would be able to rest. We had dinner for an hour (8pm to 9pm) food was good. Came back to front desk and ask for room and was told it will be 30 minutes more. We watch a band playing in the lobby for more than 30 minutes and then ask for our room and was told for another 10 minutes. At 11pm we were finally told that the room is ready. After more than 2 hours of waiting we got to our room to see that we didnt get our king size bed. We called the front desk from our room and for 10 minutes they wouldnt give us a king size bed and told that it has to be in the morning because they dont have any room available. They also offer a floor bed expecting us to sleep on the floor. We went back to the front desk and 15 more minutes they finally gave us a room. There is more but no more space to
5 out of 5
by A verified traveler

There's no place like the Hard Rock Riviera Maya

Posted Aug 5, 2016
From the minute we stepped foot on this resort, we were in great awe! Between the superb staff, amazing food which I couldn't believe was great at every restaurant and buffet I tried, to the hotel activities, the beautiful and modest rooms, this resort left a lifetime impression on me. Will be raving about this for quite a while :-)
Comment from Hotel Management
Aug 6, 2016 by General Manager, Hotel Management
Thank you so much for taking some time to write about us. It is wonderful to know that you lived the Rock Star experience at the fullest. Thank you for making mention of our superb staff, we will let them know about your kind words. Feedback like yours make us feel proud and encourage all our band members to do their best every day to continue creating rocking vacations. We look forward to having you here soon on our stage and give you once more the celebrity treatment you deserve! Regards.
4 out of 5
by A verified traveler from Houston

Heaven side perfect for couples & older customers

Posted Aug 2, 2016
Overall great resort. Plenty of food options on site, drinks complimentary, hotel planned activities always available for your enjoyment
Comment from Hotel Management
Aug 10, 2016 by Chadi, Hotel Management
Dear J Lewis, We are so glad to learn that you enjoyed your last stay at our property. Thank you for sharing your kind comments to everyone. Hope to have you here soon. Regards. Chadi Bou Said General Manager Hard Rock Hotel Riviera Maya.
3 out of 5
by A verified traveler from NJ

Not a Hard Rock Hotel at all.

Posted Jul 27, 2016
Arriving to the hotel was nice, quick check in..rooms were ready instantly and staff were very nice. Was definitely expecting it to be a Hard Rock Hotel since that's the name of the Hotel is but it looks like they took over the resort from previous owner and just randomly placed 3 or 4 "artist memorabilia" around the lobby 1st and 2nd floor. I received $1500 in resort credit and you have to pay 20% on it which is not a big deal at all considering I would have only had to pay $300 to use $1500, only down fall to it is you can barely use it anywhere in the resort and where you can use it...each store, spa, and or excursion you can use the resort credit on had a credit limit. For example if you wanted to by a $60 bottle of tequila you can only use $30 resort credit, pay the difference out of pocket plus the 20%. Rooms were nice and clean, although there was a very large wolf spider in our room the first night. Food was mediocre at most. The food is all recycled, Toro the steak house was awful. We were a party of 7 people so we all had a steak and the cuts were aweful 75%fat 25% lean had a bad taste as well. Teppanyaki was ok, again steak wasn't good and complete entree was high in sodium. Frida the Mexican restaurant wasn't any good either to be honest. Pizzetta wasn't bad, it's located outside by the pool bar. Unfortunately we won't be returning to this location. Not enough pros overall rating would be 3 Stars
Comment from Hotel Management
Jul 30, 2016 by General Manager, Hotel Management
Good afternoon Mr. Julian, First, thank you so much for choose Hard Rock Hotel Riviera Maya as your holiday destination. We regret to know that the food at some of our restaurants was not of your liking; our Executive Chef is constantly renovating our menus and dishes of each of our 9 different restaurants, snacks and in-room dining, as well we are proud to say we use fresh and first quality products, some of them with importation quality, nevertheless your comments are being shared with our Executive Chef and our Food & Beverages Manager, to take the necessary steps to enrich our gastronomic offer. On behalf of Hard Rock Hotel Riviera Maya, we would like to offer you an apology for not fulfill your expectations. We understand that the environmental circumstances and our geographic location in the jungle may contribute to have harmful fauna, like spiders. Nevertheless, is important to mention that we comply with government regulations and we are certified by the Cristal international standards and Distintivo “H” and we comply with government sanitation standards however we apologize for any nuisance this may have caused during your stay. We have enforced our fumigation processes and allow me to assure you that this procedure is periodically done in order to avoid recurrence. We look forward to coming back soon on our stage and give us the chance to live the RockStar experience to the fullest! Best regards.
5 out of 5
by A verified traveler from Ciudad de Mexico

Hotel fabuloso frente a la playa.

Posted Jul 26, 2016
Un hotel comfortable y muy conveniente para disfrutar en pareja o con familia.
Comment from Hotel Management
by Chadi Bou Said Gerente General Hard Rock Hotel Ri, Hotel Management
Hola Jose, ¡Wow! Muchísimas gracias por compartir a detalle su experiencia en Hard Rock Hotel Riviera Maya. Nos complace saber que su estancia estuvo llena de rock. Sabemos que pudo disfrutar al máximo de nuestras instalaciones y que la calidad del servicio de nuestros band members permitieron que su estancia fuera simplemente única. Reciba un saludo por parte de todo la banda de Hard Rock Hotel Riviera Maya y esperamos ansiosos su próxima visita. Gracias totales
5 out of 5
by A verified traveler from cdmx

Vacaciones familiares

Posted Jul 15, 2016
Todo el personal excelente, desde el recibimiento, los meseros de la alberca, bares, restaurantes (inclusive de los buffets), personal del kids club, de las actividades, de mantenimiento TODOS con excelente actitud y disponibilidad. Muchas gracias por todas sus atenciones! La comida del restaurante zen deliciosa y los teppanyakeros buenísimos! Y su show en la mesa excelente. Los shows diarios de excelente calidad. La playa bien ya habíamos leído como era, pero suficiente para que los niños jugarán, snorkelearan y anduvieran en kayak. Jugarán futbol en el pasto y americano. El cavern club excelente para niños de 8-12 tienen juegos de más grandes pero también hacen actividades con los chiquitos. La temperatura de la alberca ideal! La pasamos genial! Lo único que si recomendaría al hotel es que cambien el piso alrededor de la alberca ya que es muy resbaladizo con/sin chanclas. Gracias por unas vacaciones inolvidables!
Comment from Hotel Management
by Chadi Bou Said Gerente General Hard Rock Hotel Ri, Hotel Management
Estimada Julieta, ¡Muchas gracias por compartirnos sus excelentes comentarios, nos llena de gusto saber que tuvieron una fabulosa experiencia! Nos alegra escuchar que nuestro staff estuvo ahí para hacerlos sentir más cómodos durante su estancia. Una vez más gracias y esperamos regresen pronto para recibirlos con alfombra roja y consentirlos como rockstars! Saludos
5 out of 5
by A verified traveler from atlanta, ga

Wonderful hotel, amazing staff & service

Posted Jul 15, 2016
Pros: Service, food, entertainment
Cons: Ocean was disappointing. Missed the waves!
Location: Nice area lots of excursions close by
Great week of great food, sun, entertainment. Dislikes the ocean, no waves and almost feel like a lake. Service was the best ever! The staff is superb.. Would recommend...
Comment from Hotel Management
Jul 22, 2016 by Chadi, Hotel Management
Hello Jen, Thank you very mucj for sharing your experience regarding your last visit. We hope you can visit us again soon! Warm regards. Chadi Bou Said General Manager Hard Rock Hotel Riviera Maya.
5 out of 5
by A verified traveler from Methuen, MA.

Above all expectation

Posted May 27, 2016
Pros: I said everything in the question above.
Cons: To me everything is there.
Location: It is a bit far. But since it got everything in there, being far makes it so quite and peaceful. And there's tour people on site if you chose.
My son got married there and we were over 100 people from different countries and we stayed for a week. Everybody enjoyed his stay at his own way. Some on the beach, some in the pool, some in the restaurants, some clubing, some just walking, some resting at their rooms, and there was sometime when we all gother together and have fun watching shows. So many things to do when you can never get borred.an experience we'll never forget.
Comment from Hotel Management
Jun 7, 2016 by General Manager, Hotel Management
Dear Elias, Thank you for choosing us as your travel destination and for this wonderful comment. It is glad to know that we are part of a great stage of life and memory for you, your family and friends, we are thrilled about your kind comments, that encourages us to keep on working hard to achieve our guest satisfaction. We hope you choose us again for make another great memory together. Kind Regards. Chadi Bou Said General Manager Hard Rock Hotel Riviera Maya
5 out of 5
by Gregorio from Ciudad de México

Excelente!!!!

Posted May 3, 2016 on Hotels
Excelente lugar para descanso, servicio excelente, comodidad, comida, todo excelente!!! Felicidades. Cliente Satisfecho
Comment from Hotel Management
Jul 9, 2016 by Rene Malacara, Hotel Management
Estimado Gregorio Estamos mas que agradecidos por le tiempo dedicado a compartir su experiencia en nuestro hotel. Esperamos una segunda oportunidad de servirle y brindarle el trato de celebridad que usted se merece. Saludos cordiales Chadi Bou Said Gerente General Hard Rock Hotel Riviera Maya
3 out of 5
by A verified traveler from nyc

Hacienda side

Posted May 3, 2016
Travelled with my husband and three children and thought it would be families on that side--it was not! Basically single people who were entertained by having twerking contests everyday! My 8 year old didn't need to see any of that. Food not good at all in the restaurants; the only good food was the lunches outside. Wouldn't go back again.
Comment from Hotel Management
May 6, 2016 by Chadi Bou Said General Manager Hard Rock Hotel Ri, Hotel Management
Dear Guest Thank you very much for your review; I'm pleased to read that you have enjoyed most of your experience at our resort. However, there are a few points that require our attention and I assure you that we are working diligently to address those areas of opportunity and improve our overall service and therefore the Hard Rock Experience. I hope to see you soon and make another memory with the band. Regards