Ratings based on 475 Verified Reviews

4.5 out of 5
90% of guests recommend
4.6 Room cleanliness
4.6 Service & staff
4.4 Room comfort
4.6 Hotel condition
Expedia Verified Reviews
4 out of 5
by A verified traveler from CALIFORNIA

Nice beach, but not open to ocean view and sound

Posted Jul 19, 2017
Of waves. Rooms could be cleaner, pools were disgusting, murky water most of the time. Building Needs updating, some areas falling apart. Pool side bar tiles falling apart mold around it. Most staff excellent service, some not so good unless generously tipped. Was charged for a " no show of massage", after I personally called and cancelled 24 hrs in advance. Have stayed at better hotels, better ocean view from lawn chairs, better staff service and cleanliness.
Comment from Hotel Management
Jul 21, 2017 by Jan Hundrieser, Hotel Management
Dear guest, Thank you for taking the time to sharing us your feedback. We would like to offer our sincere apologies for the inconveniences you had to experience with us. This situations are not typical of us. We will continue all the hard work to keep satisfying all our guests. I send our regards hoping to see you soon and make you feel again like a Rockstar! Regards, Jan Hundrieser General Manager Hard Rock Hotel Riviera Maya
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jul 5, 2017
Great time. Great location and secluded. Lots of places to relax and have a good time also. Food was good at several restaurants, a few were okay. Otherwise great trip and great hotel.
Comment from Hotel Management
Jul 8, 2017 by Jan, Hotel Management
Hi, thank you for sharing your valuable comments. I'm very happy to know you had a great time and be sure we'll keep improving our amplified service. Hope to see you soon once again!, Cordially, Jan Hundrieser General Manager Hard Rock Hotel Riviera Maya
4 out of 5
Recommended
for Everyone
by A verified traveler

Amazing!!

Posted Jul 4, 2017
From the beginning to the end of our stay everything was pretty good. Just one recommendation; more activities for teenager and night shows should be better.
Comment from Hotel Management
Jul 8, 2017 by Jan, Hotel Management
Thank you for sharing your great feedback. I'm very happy to read you had a great time! Look forward to see you soon. Sincerely, Jan Hundrieser General Manager Hard Rock Hotel Riviera Maya
5 out of 5
Recommended
for Everyone
by A verified traveler from WI

Just another perfect stay at Hard Rock

Posted May 21, 2017
Pros: The staff and service
Cons: I know it's the Hard Rock but I wouldn't mind some Mexican music. Maybe replace Michael Jackson with Mexican music.
Location: It's a beautiful location.
The weather was great which always makes for a beautiful vacation. The beach which is isolated from the rough sea waters was kept clean and at least 90% free from sea weed. No matter how rough the sea was we could enjoy swimming every day. Many guests also enjoyed the water while having drinks easily served by the friendly staff. The food was good as usual with plenty of restaurants to choose from. The bartenders also made any drink you desired and was very friendly. We were told the adult side was full. If that was true we still did not experience any over crowding on the beach or in the restaurants. We did not experience a lot of bugs which the iguanas help control while entertaining the guests. We were helped by Humberto at the concierge desk after we made a mistake for our return shuttle. He spent 15 minutes on the phone straightening out the situation and we really appreciated his help. We plan to be back in October for another great experience.
Comment from Hotel Management
May 22, 2017 by General Manager, Hotel Management
Dear Mark, It has been a pleasure having you here and we truly appreciate your positive comments. It is very gratifying to hear you had a great experience in Mexican Caribbean. We cannot wait to welcome you again on our stage and to rock you as the celebrity you are! Regards Jan Hundrieser General Manager Hard Rock Hotel Riviera Maya
5 out of 5
by MARC

Posted Apr 24, 2017 on Hotels
Comment from Hotel Management
Apr 26, 2017 by Rene Malacara, Hotel Management
Thank you for taking the time to share us your comments. We hope to see you again soon.
5 out of 5
by A verified traveler

Top Notch. Loved The Hard Rock Riviera Maya

Posted Apr 24, 2017 on Hotels
The Hard Rock Hotel is awesome. Loved that room service was also included with the all inclusive package. The staff were excellent. They all went out of their way to be helpful. I would highly recommend this place to any of my friends they are headed to Riviera Maya area. There was so much food and so many choices. I stayed in the Hacienda buildings (family friendly) and went to Heaven (adult only) for the night club and the spa. The spa is also very nice. I had two massages and they were incredible.
Comment from Hotel Management
Apr 26, 2017 by Rene Malacara, Hotel Management
Thank you for the rockin’ review. We are delighted that you had a fantastic vacation and feel the great service from our staff. We would love to roll out the red carpet for you again in the near future. Jan Hundrieser General Manager Hard Rock Hotel Riviera Maya
5 out of 5
by Gary

Hard Rock Riviera Maya - Awesome Trip

Posted Apr 10, 2017 on Hotels
This was our first time staying at Heaven Hard Rock. We absolutely loved this property and will return. The service throughout the resort was incredible. Every staff member we encountered made us feel special. The restaurants were all very good but Le Petit Cochon was our favorite. We ended up eating dinner there two nights out of the four we stayed. The resort offered everything we were looking for, quiet beaches for morning chill time, rocking pool parties in the afternoon, great food and awesome night life in the Heaven Club. Highly recommend this property for anyone looking for a great vacation spot.
Comment from Hotel Management
Apr 12, 2017 by Rene Malacara, Hotel Management
Thank you so much for giving us the chance to pamper you during your last stay at Hard Rock Hotel Riviera Maya. We are happy to know you spent such an amazing time at our resort. Comments like yours encourage us to keep on rocking every day. Hope to see you soon and cannot wait for your next vacation with us! -Jan Hundrieser General Manager Hard Rock Hotel Riviera Maya
2 out of 5
by A verified traveler

Not a 4 1/2 STAR

Posted Apr 10, 2017
The rooms were nice but we wished they had a true two bedroom. The top "pool/hot tub" deck was dirty, hot and no water in the tub. The food was terrible!!! Buffet style all meals except dinners where the portions and quality were extremely disappointing. Too big of a resort to keep up on good food and the cleanliness in the pool.
Comment from Hotel Management
May 4, 2017 by Jan Hundrieser, Hotel Management
Dear guest, I would like to thank you for sharing your opinion with us. We offer you our most sincere apologies for have fallen short to your expectations. We would like to change your perception of our service as it is our main goal to achieve your satisfaction with the epic service that sets us apart. Sincerely, Jan Hundrieser General Manager Hard Rock Hotel Riviera Maya
5 out of 5
Recommended
for Everyone
by A verified traveler from P

Beautiful resort, excellent food!

Posted Apr 5, 2017
I can't rave enough about my time at Hard Rock the staff was fun, attentive, friendly and so hard working... everyone said hola as you pass by! The pool staff and front desk we're phenomenal to deal with! Great food great shopping and great services! Will definitely return!
Comment from Hotel Management
Apr 6, 2017 by Jan Hundrieser, Hotel Management
Thank you for the rockin’ review. We are delighted that you had a fantastic vacation and feel the great service from our staff. We would love to roll out the red carpet for you again in the near future. Sincerely, Jan Hundrieser General Manager Hard Rock Riviera Maya
4 out of 5
Recommended
for Everyone
by A verified traveler from Vancouver, Canada

Over all a great stay.

Posted Apr 4, 2017
Lots of stuff going on all day for the kids. Food is good, but the lunch menu on the pool side needs to be changed up over the week - a repetitive menu unless one heads inside to the restaurants. The rooms are good. The tub in the room is actually nice to have, but only half the jets worked in ours. The mattress on my bed did not do my body well after a whole week. Apart from my picky negatives above, it was pretty good for my/our first all inclusive.
Comment from Hotel Management
Apr 4, 2017 by Jan Hundrieser, Hotel Management
On behalf of everyone at Hard Rock Riviera Maya, we would like to thank you for being a guest. We value the trust you have put in us and would like to thank you for that. It’s always a pleasure serving you and we certainly look forward to doing that in the future. Your feedback is very important as we are constantly looking for ways to improve our services and facilities. Once again thank you for taking the time to expressing your concerns and observations. In your next stay I assured you that I will strive to provide you with the best possible service with our band members. Regards, Jan Hundrieser General Manager Hard Rock Riviera Maya