Hard Rock Hotel Riviera Maya

I went to my best friend's wedding and it was an amazing expirience. The hotel has many activities like the foam party and some challenges. I want to give a special mencion for Daniela, Grecia, Vale and Jaz from the entertainment staff, they are really nice and carismatic girls.

This was our first time coming to Hard Rock Riviera Maya - Heaven. While the resort itself is a Huge Miss- the staff more than made up for it. Our room was extremely dated and the "adults only" side has been pushed to all but 2 buildings and 1 bar....

This was our first time coming to Hard Rock Riviera Maya - Heaven. While the resort itself is a Huge Miss- the staff more than made up for it. Our room was extremely dated and the "adults only" side has been pushed to all but 2 buildings and 1 bar. The room wasn't in good shape at all as the bed frame was peeling, the room smelled of mildew (even with damprid). We really smelled it most at night in our pillows and sheets. Our shower and sink drained was clogged the entire time and it felt like we were showering in a river... lol. I realized I needed to call every time I left the room to assure that our room was going to be done by housekeeping due to the fact the second day- they came to clean it at 6pm after angrily calling. We did not realize until the 3rd day there that they had turn-down service. Again, I would call them to remind them to include our room in the turndown list every night after. The restaurants do not have a reservation system so they are first come first serve and most waits are 2 hours. I was informed the steakhouse waiting line begins 30 mins before they even open to assure you even can get in for the evening. The EVER SO POPULAR WEI and UMO that are considered "adults only" were closed during our stay and we had to opt for a different version of UMO at the buffet location but could not enjoy the WEI we were excited to try. We attempted to purchase some merchandise at the Hard Rock store and were told the credit card machine was not working. On to the good.... Diego at the Heaven Bar was ABSOLUTELY remarkable. He is well versed in all drinks and honestly saved us from cancelling our stay and going elsewhere for the remainder of the trip. Valeria (the pool activities host)- was fantastic and gave one of the best stretching classes I have ever experienced. Fernando (AWAKEN your senses host)- was Remarkable in the experience. It was unlike anything I have ever seen and tasted. Juan (Pool bartender) was fast and I observed how amazing he is at handling large crowds approaching all at once. He smiled and got every order right and fast! To all the Heaven Pool Attendants- Thank you very much gentleman for always approaching us to assure we are not in need of anything. I wish I could remember their names but probably the BEST pool attendants in all of Cancun.

The resort was very nice and the restaurants were amazing. The views at Faro were beautiful to enjoy breakfast. Toro and La Pettit, Wai and UMO were all fabulous!! The pools were nice as well. The best part of the trip was our HOF hostees Moises and Paola. Especially Paola...

The resort was very nice and the restaurants were amazing. The views at Faro were beautiful to enjoy breakfast. Toro and La Pettit, Wai and UMO were all fabulous!! The pools were nice as well. The best part of the trip was our HOF hostees Moises and Paola. Especially Paola because we dealt with her more then Moises because of his days off. She was amazing always making sure we were great not just ok or good but great. She did extra things to make us feel really appreciated and valued. Hard Rock you have a loyal and fabulous host I really hope you treat her well so when we come back we can request her again. My only complaint was that there was not much late night entertainment like a live band or DJ. They do have a club on weekends but the crowd is more teens 18-23yrs old range. It would be nice to have a relaxing place to listen to some music and drink with an older crowd.. Overall I would give this resort a 5 star rating. .We cant wait to return soon!! ✌

We love coming 'Home' to HRRM. It's the people that make it the best vacation ever! Gabriel, Daniel and nacho are the best butlers ever!!! Alex is amazing at the beach. Maria, gabby, mau, cinthia and Palo at faro are so wonderful. Guadalupe and Nico are lovely at Umo. We...

We love coming 'Home' to HRRM. It's the people that make it the best vacation ever! Gabriel, Daniel and nacho are the best butlers ever!!! Alex is amazing at the beach. Maria, gabby, mau, cinthia and Palo at faro are so wonderful. Guadalupe and Nico are lovely at Umo. We enjoyed all the food. Especially seafood at faro and zen table service.

A wonderful experience thanks to Mafer and Paola, our butlers who were very attentive during our stay. There are plenty of things and activities to do other than relaxing and chilling on the beach or by pool. We had the opportunity to join the laser tag, bowling and the climbing...

A wonderful experience thanks to Mafer and Paola, our butlers who were very attentive during our stay. There are plenty of things and activities to do other than relaxing and chilling on the beach or by pool. We had the opportunity to join the laser tag, bowling and the climbing rock and we fully recommend to visit the Vibe City if you have an sport spirit.

The hotel and resort staff was great! The restaurant staff and the staff at the pools were very accommodating. However they need to get RID OF THE TIMESHARE SALESMAN! These people are annoying and harassing and pushy. They don't go away and leave you alone and eventually I had to...

The hotel and resort staff was great! The restaurant staff and the staff at the pools were very accommodating. However they need to get RID OF THE TIMESHARE SALESMAN! These people are annoying and harassing and pushy. They don't go away and leave you alone and eventually I had to get nasty. It kind of really diminished the vacation. I'd expect that kind of thing at cheap resorts but not expensive places like this. Just get rid of them all together. Also I thought that our vacation planner lacked communication which caused some small discrepancies. Nothing that wasn't solved but could have been avoided with proper communication.

My experience at Hard Rock Riviera Maya was simply spectacular. From the vibrant energy of Aline, the vibe manager, to Demian’s passion at Music Lab, every moment was filled with music and excitement. Alex’s service at Heaven/Eden was impeccable—always attentive and friendly. Chef Marcos at La Isla took every dish...

My experience at Hard Rock Riviera Maya was simply spectacular. From the vibrant energy of Aline, the vibe manager, to Demian’s passion at Music Lab, every moment was filled with music and excitement. Alex’s service at Heaven/Eden was impeccable—always attentive and friendly. Chef Marcos at La Isla took every dish to the next level, and the Queen tribute show was an outstanding performance, full of talent and magic. A place where rock, hospitality, and excellence come together to create unforgettable memories. Highly recommended!

The Market at Hard Rock was amazing! Luis, Erika and Astriot were absolutely wonderful! They treated us so special and like we were family!! Love this place! We had a poolside view at breakfast and they brought a delicious chocolate dessert and a wonderful Malibu drink!

We had a fantastic time in this hotel. It was my birthday when I was there and Oscar, Adrian, David and Gilbert made it so special with balloons, banner, Prosecco and a cake. They all looked after us everyday asking if everything was ok and did we need anything. Thank...

We had a fantastic time in this hotel. It was my birthday when I was there and Oscar, Adrian, David and Gilbert made it so special with balloons, banner, Prosecco and a cake. They all looked after us everyday asking if everything was ok and did we need anything. Thank you for looking after us.

Great butler service from Moisesand Paola. As members we traveled with a group of 11 cellebrating turning 65. Paola handled the day time requests and Moises covered the dinner reservations and shows. Everything was as smooth as silk from this first class team of butlers. jeff

Here’s an honest review: We had a good time. This was our second time at a Hard Rock property. The first was two years ago in Punta Cana. We spent a week at both, and can say that Hard Rock is not exactly the same across the board. Firstly, decide...

Here’s an honest review: We had a good time. This was our second time at a Hard Rock property. The first was two years ago in Punta Cana. We spent a week at both, and can say that Hard Rock is not exactly the same across the board. Firstly, decide in your mind if listening to a presentation about a “travel club” is on your to do list, 90 mins or almost 8 hours makes no difference to their clock but can takes a chunk of time away from yours. That’s at either resort but with Punta Cana you get a riding tour of the resort. No means no Riviera Maya! Why go? The free gifts they offer for listening. Will I go again… ever again in life? NO!!! It didn’t make sense for us but it obviously works for others. Secondly, Punta Cana is not the youngest but as a much larger property with more amenities and activities, it presents as newer. Riviera Maya has an adults’ only side which is great. Restaurants and pool make you feel like you’re at a different resort. Thirdly, the resort staff at Riviera Maya were really amazing. Special mentions: Enrique - concierge, made sure we knew what was happening daily (once we met him) through What’s app. William - pool concierge, William, was tremendous! He made sure we had everything we needed, from a fixed umbrella to a complimentary poolside couple’s massage. I can’t recall the young lady’s name from Vacation Planners, who I talked to about our transfer back to the airport. She was so funny and we talked about our common braces story. She was very helpful and gave great advice for a smooth check out. Finally, as nice as the staff is at Riviera Maya and having the adults only side is a plus, we won’t return. The resort needs to be remodeled, in the rooms and outside. The room smelled like mold; there’s no exhaust fan in the bathroom or fan in room, so things never dried in the room. The bed is tremendously hard. The room was not very clean. The room service food was mediocre. We like activities and they don’t offer much. There’s either an additional cost or something offered once a week. There are nightly shows but nothing else during the day. We spent a lot of money to do excursions because it wasn’t much else to do besides eat the resort. It appears to be a great spot for those escaping the cold. However, if you like to have a little more activity, consider Punta Cana or a cruise.

My husband and I had a wonderful time at Riviera Maya Hard Rock. The place was beautiful, sparkling clean and the food was really great. Most of all what made this trip amazing was the treatment of the staff, every place we went, restaurants, bars, pool and beach service was...

My husband and I had a wonderful time at Riviera Maya Hard Rock. The place was beautiful, sparkling clean and the food was really great. Most of all what made this trip amazing was the treatment of the staff, every place we went, restaurants, bars, pool and beach service was terrific. A special thank you for the staff at Faro, every morning the staff greeted us as if we were family. Their service was amazing, the buffet had a great selection, clean and beautiful atmosphere. Can't wait to back.

Paola and Moises were absolutely amazing! They were able to get us reservations when needed and made this trip so easy and relaxing! Always there when needed and was able to accommodate us at all times! I broke my suitcase going into Mexico and they were able to find me...

Paola and Moises were absolutely amazing! They were able to get us reservations when needed and made this trip so easy and relaxing! Always there when needed and was able to accommodate us at all times! I broke my suitcase going into Mexico and they were able to find me tape to get back home! So I didn’t have to buy a new luggage.

Adrian, Ozzy, and Israel were absolutely incredible! Best service we have had. I could not recommend Hard Rock enough, but these servers made it memorable. Give these men a raise! They were at the Eden Pool bar and we will definitely be back.

We had an awesome time here. Restaurants were awesome - especially Frida!! Classic Mexican. Amazing service too from Victor P and Delfina! Drinks, pools and rooms were all awesome. The spa and gym are both world class. My boyfriend and I were totally blissed out after our couples massage and...

We had an awesome time here. Restaurants were awesome - especially Frida!! Classic Mexican. Amazing service too from Victor P and Delfina! Drinks, pools and rooms were all awesome. The spa and gym are both world class. My boyfriend and I were totally blissed out after our couples massage and hydrotherapy. We will be back.

Hard Rock Riviera Maya is a great place to vacation with family and friends! It has a great atmosphere, and the staff is very friendly and accommodating! It starts with our fantastic Butlers, Moises Lopez and Paola Avalos! They were amazing to work with and had several ideas for excursions...

Hard Rock Riviera Maya is a great place to vacation with family and friends! It has a great atmosphere, and the staff is very friendly and accommodating! It starts with our fantastic Butlers, Moises Lopez and Paola Avalos! They were amazing to work with and had several ideas for excursions and activities! We were delighted with the quality and taste of the food! Maria Hermosillo, the manager of Faro Restaurant, took such good care of us! Several days ago, we ordered Eggs Benedict, the chef, Flurzes. He came out to meet us after the first time we ordered. He said it was a pleasure to cook for us. Moises Lopez arranged this for our favorite sushi. Alfredo and Jorge, from Faro Restaurant, made us fresh sushi to eat at the pool! Montse, the manager of Wai Restaurant, remembered us from one year ago. Along with Guadalupe and Cresy always greeted us with a smile and had a special sign made for my husband. We enjoyed the food, the great service, and the atmosphere..... Otto, from the Heaven Pool entertainment staff, always kept up the excitement at the pool. He had games and activities for us to participate in. He played 80's and 90's Rock music for all of us (the whole pool population) to enjoy. Dancing in the pool was our favorite part. Thank you, Aline (DJ Warrior) and Gigi, for hiring great entertainment staff. We would like to thank every staff member who made our ten-day trip to HRRM so memorable! We will be visiting HRRM again and again. They know how to run a place!

Wonderful 1 week stay. The people are so nice, friendly and helpful. The hotel is very clean and neat. Plenty of restaurants to choose from and the food is unbelievably good. There is also plenty to do (bowling, rock climbing, water slides..... for a fee. We like Faro restaurant for...

Wonderful 1 week stay. The people are so nice, friendly and helpful. The hotel is very clean and neat. Plenty of restaurants to choose from and the food is unbelievably good. There is also plenty to do (bowling, rock climbing, water slides..... for a fee. We like Faro restaurant for our breakfast, where manager Maria and hostess Paola are just great and always with a smile. The waiters are jut incredibly nice and so friendly and helpful. Can't say enough good things. Highly recommend it.

When we got to the Hard Rock we were greeted by very nice people we were introduced to our Butler, his Name was Lucio he has worked his way up to the ranks to Butler. We were his first clients. he was amazing booking your golf times for spa. All...

When we got to the Hard Rock we were greeted by very nice people we were introduced to our Butler, his Name was Lucio he has worked his way up to the ranks to Butler. We were his first clients. he was amazing booking your golf times for spa. All the restaurants having us reserve seats at the pool and the shows he did it all by supplying us bottles of alcohol in our room Make sure the restaurants that we were looked after with wine send us chocolate strawberries to the room. hats off to all the amazing staff at the hard rock hotel in Mayan Riviera If you’re lucky enough to get a butler, I highly recommend Lucio friendly he will bend over backwards for you. Thank you once again Lucio you are the best

Normally a 5star, hesitantly giving a 4star. Terrible Vacation Planner service, Transportation garbage, Management no help and Changes to Legendary Membership = 2 Star. They do not care about VIP level (9 year members) only want everyone to buy into HOF. Their saving grace is the Spa, dining staff and...

Normally a 5star, hesitantly giving a 4star. Terrible Vacation Planner service, Transportation garbage, Management no help and Changes to Legendary Membership = 2 Star. They do not care about VIP level (9 year members) only want everyone to buy into HOF. Their saving grace is the Spa, dining staff and location beauty. The Spa is so nice and treatments were amazing especially MIA and CHRISTINA, Thank you so much. Nico & Allen excellent service at UMO. The Chef is outstanding, short rib is to die for and the Manager and support staff really take pride in service. DJ Brau the Best, super fun and great music. Ricardo pool server - above and beyond. The Ciao Staff and Food, Chefs Kiss 100%. Bali bed staff EKAM attentive and professional, made 35th anniversary special and much appreciated. Overall Rooms are semi dated. Need humidifier to offset odor/air quality, cleaning is decent, most employees are friendly. Property location and amenities are worth the money I just don’t know if the management and dictation of membership changes is worth the hassle. I would NOT buy more prepaid weeks or membership level increases. Better to just book and pay as you go ;) Sharing the TRUTH and this is written while still on property.

The main reason for a 4/5 is due to the amount of kids. Adults did not even have a lobby to themselves. Last time we were there it is when it switched over to Hard Rock from Spa Palace. The Heaven lobby and pool outside the lobby was adults only....

The main reason for a 4/5 is due to the amount of kids. Adults did not even have a lobby to themselves. Last time we were there it is when it switched over to Hard Rock from Spa Palace. The Heaven lobby and pool outside the lobby was adults only. Adults had very little space, and this is a large resort. Our fault for choosing a kid friendly place. We came here in 2004 for our honeymoon and adults only. Now the good parts… the adult only area was great, we are creatures of habit and tend to go to same beach area and stay all day. We had the best beach server everyday, Miranda!!! She got to know us and had our drinks and food on stat! SHE MADE OUR VACAY! And server at lobby for night shows Marti was on it! Our lunch and breakfast servers were great and very attentive at Faro, Mateo and partner were on it, along with Alejandro for lunch. My large champs! Room service was so fast. Food was good in general lots of choices. Overwhelming at Zen due to noises and kids, food great and great service. Italian great, French great( I do not even like French), Thai great and love atmosphere. Rooms were clean. We had the 3rd floor terrace rooms, so nice. Great views. Wish room service had more food for dinner and free bottles of wine and bars open in morning for pre leaving for trips and spa apts. I love the Hard Rock feel overall!

One thing I should have mentioned during my last review was that the Wai and Umo Restaurants were outstanding the service was amazing and Jackie made it exceptional! The chef brought out an appetiser which was out of this world. My new favorite.

My husband took me for my 40th birthday and I couldn't have had a better vacation. Four amazing amigos made it special: MACC (Mario) from the Heaven pool concierge set up my birthday celebration and took care of us during our entire stay, Otto from the same place made every...

My husband took me for my 40th birthday and I couldn't have had a better vacation. Four amazing amigos made it special: MACC (Mario) from the Heaven pool concierge set up my birthday celebration and took care of us during our entire stay, Otto from the same place made every moment memorable and was a joy to have around. Sergio and Isai from the Arribo bar were fantastic! They made us amazing drinks and made us feel like the only guests at the resort.