Cancun

Hard Rock Hotel- HEAVEN Section


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Exceptional Values!
Extra Value:
Receive up to an $1800 Limitless Resort Credit per room (booking dates, travel dates, duration, and usage restrictions may apply).
Honeymoon: Honeymoon dinner, mini-cake, bottle of sparkling wine, hydro spa tub experience and one in-room breakfast (reservations required). In order to reserve the Complimentary Honeymoon Package, couple must present proof of marriage within the past year. In order to receive the above amenities when making your reservation mention, that you are a honeymooner so it can be coded accordingly. The complimentary honeymoon package is combinable with all Optional Honeymoon Packages. Package prices are subject to change without prior notice.

Experience rock star treatment at the Heaven section of the Hard Rock Hotel Riviera Maya. This adults-only resort-within-a-resort offers lavish amenities, exceptional dining, and heavenly accommodations. This exclusive retreat faces the Caribbean Sea, and is designed in the style of a Mexican hacienda.

Activities are in full supply, with tennis, rock climbing, kayaks, tennis, and more. Swim in style in the large sparkling pools with activities, snacks, and a swim-up bar. Stay in shape at the fitness center or the Yoga Temple. Indulge in a variety of spa treatments from massages to facials to hydrotherapy at the ultimate rock star paradise - the Rock Spa.

577 plush rooms and suites offer 24-hour room service, a liquor dispenser, and complimentary WiFi. Relax with luxurious Rock Spa bath amenities, bathrobes, and slippers. Enjoy a variety of fabulous views from your private balcony, and wind down with a hydro spa tub.

Enjoy access to five restaurants, including five adults-only gourmet dining options within the Heaven section. Savor premium cuts of the finest steak and a menu of lavish dishes served a la carte at Toro, or experience the finest Italian specialties at Ciao. Discover the tastes of the French countryside at Le Petit Cochon, or travel through Spain with a variety of exotic dishes and traditional tapas at Cava Roja. Poolside snacks and top-shelf drinks are available at Dive.

Make the most of your stay at the Hard Rock Hotel Riviera Maya by living out your fist-pumping, guitar-shredding fantasy at the new Music Lab, where you'll receive expert rock star instruction and accelerated stage training. All guests 12 years and older can choose from 4 programs as a part of the all-inclusive stay.

Try five bars and lounges, and get the party started at Club Heaven with live DJ entertainment and an extravagant dance floor. Feel the spirit of rock and roll elevated to a whole new level.

Find more information about Hard Rock Hotels & Casinos.

Learn more about Riviera Maya.
HOTEL LOCATION
The Hard Rock is set within an 85-acre expanse of the Mayan Riviera surrounded by wild tropicalgardens, directly facing the Caribbean Sea. The resort is located directly on the beach south of Playa del Carmen, in the town of Puerto Aventuras.
Address: RANCHO eL TREBOL Km. 72
PLAYA DEL CARMEN
QR

MX
Local Phone: 011-52-984-87-30
Toll Free Phone: 800-635-1836
Fax: 011-52-984-875-1101
HOTEL FACILITIES
Barber / Beauty Salon
Boutique Shops
Business Services
Car Rental
Concierge
Currency Exchange
Disco / Nightclub
Laundry / Dry Cleaning Service
Meeting Rooms
Parking(Complimentary)
Physician on Call
Pools
Number of Pools: 5
Outdoor Pools: 4     Indoor Pools: 1
The spectacular outdoor pool area features comfortable jacuzzis and a large shaded swim-up bar with a palapa roof. The resort also offers an indoor liquid sound pool.
Golf: NEARBY
Playacar Golf Club~ next to Playa del Carmen, 7,202 yd Par 73 championship course wascarved out of the jungle..
Hotel offers golf inclusive category. Kids 12+ over must pay as adults to have golf included at Palace Resorts hotels where kids are allowed. To arrange tee times visit teetimes@palaceresorts.com
Holes: 18
Green Fees: 150 Playa
Cart Fee: includes shared cart
Club Rental Fees: 30 STEEL/40 GRAPHITE
Caddy: optional per group $30
Lessons Available
Tennis
Number of Courts: 3
Outdoor Courts: 3
Lighted Courts: 3
Court Fee: Complimentary.
Raquet Rental Fees: Complimentary.
Pro Onsite
Water Sports on Site
Fishing: Additional Charge
Sunfish Sailing: Complimentary
Scuba: Additional Charge
Snorkeling: Complimentary
Hobie Cats: Additional Charge
Paddle Boats: Complimentary
Motorboats: Additional Charge
JetSki / Waverunner: Additional Charge
Waterskiing: Additional Charge
Wind Surf: Additional Charge
Other Sports Available
Horseback Riding: Additional Charge
Jogging Trail: Complimentary
Raquetball: Additional Charge
Squash: Additional Charge
Health Club / Spa
Aerobics: Complimentary
Jacuzzi: Complimentary
Massage: Additional Charge
Nautilus Equipment: Additional Charge
Facials: Additional Charge
HOTEL DETAILS
Styled as a Mexican Hacienda with an open central patio, Hard Rock offers a pleasing mix ofarchitectural styles, with ample gardens surrounding a large free form pool and private man-made beach and inlet. This resort features a fine, relaxed ambiance with a beautiful man-made inlet along tranquil blue waters, nightly entertainment, lighted tennis, non-motorized watersports, and a spa. Guests receive one free scuba lesson per stay. Beach: The resort is situated on a man-made seawater inlet. Protected by natural rock and coral formations,the beautiful carved inlet borders 660 ft of white sand, creating a secure hideaway with lounge chairs resting beneath the soothing shadow of palapas. Check-in: 3:00 pm
Check-out: 12:00 pm
Total Rooms: 577
Year Opened: 1999 Credit Cards: Visa, Master Card, American Express
HOTEL RESTRICTIONS
No Spring Breakers. Adults Only (18 years or older).
ROOM TYPES
ROCK SUITE PLATINUM
Two bedroom suite includes one room with a king bed, and a second room with a king bed or two double beds. Suite features a hydro spa tub in each room, an oversized balcoony with oceanfront views, a minibar, complimentary wireless internet, and more.
1 King Bed or 2 Double Beds Other Amenities -
Air Conditioning
Shower
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Radio Alarm Clock
Telephone
Television
Room Safe
Satellite
DELUXE GOLD PURE KING
Guestroom includes one king bed, a spacious bathroom with a hydro spa tub and shower, and a balcony with a hammock and garden views. Room also features an additional seven-step process intended to reduce airborne particles and more.
1 King Bed Other Amenities -
Air Conditioning
Shower
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Radio Alarm Clock
Telephone
Television
Room Safe
Satellite
DELUXE GOLD ROOM KING
Deluxe gold room includes one king bed, a private balcony with a hammock and garden views, and a hydro spa tub. Room also includes a minibar, Rock Spa bath amenities, complimentary wireless internet, and more.
1 King Bed Other Amenities -
Air Conditioning
Shower
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Radio Alarm Clock
Telephone
Television
Room Safe
Satellite
DELUXE PLATINUM SKYTERRACE
Deluxe platinum guestroom includes one king bed, a balcony with a hammock and partial ocean views, and access to a private sky terrace with hydro spa tub. Room also features, complementary wireless internet, 24-hour room service, a minibar, and more.
1 King Bed Other Amenities -
Air Conditioning
Shower
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Radio Alarm Clock
Telephone
Television
Room Safe
Satellite
DELUXE GOLD ROOM DOUBLE
Deluxe gold room includes two double beds, a private balcony with a hammock and garden views, and a hydro spa tub. Room also features a minibar, complimentary wireless internet, Rock Spa bath amenities, and more.
2 Double Beds Other Amenities -
Air Conditioning
Shower
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Radio Alarm Clock
Telephone
Television
Room Safe
Satellite
ROCKROYAL DELUXE PLATINUM KING
Rock Royal deluxe platinum room includes one king bed, and a balcony with a hammock with partial ocean views. Room also features a personal assitant, priority reservations, VIP check-in, a hydro spa tub, and many other upgraded amenities.
1 King Bed Other Amenities -
Air Conditioning
Shower
Balcony or Terrace
Kitchen
Minibar
Coffee Maker
Hair Dryer
Iron
Radio Alarm Clock
Telephone
Television
Room Safe
DELUXE DIAMOND
Ideally located, the deluxe diamond room includes one king bed, a private balcony with a hammock, and a hydro spa tub. Room also includes Rock Spa bath amenities, complimentary wireless internet, a minibar, and much more.
1 King Bed Other Amenities -
Air Conditioning
Shower
Balcony or Terrace
Minibar
Coffee Maker
Hair Dryer
Iron
Radio Alarm Clock
Telephone
Television
Room Safe
Satellite
DINING
Hard Rock Hotel- HEAVEN Section features 1 meal plan options:
All Meals, Drinks & Tips-FULL
There are 5 Restaurants at Hard Rock Hotel- HEAVEN Section:
Ciao - Italian specialties served a la carte for dinner. Breakfast buffet.
Toro - Premium cuts of the finest steak and a menu of a la carte dishes for dinner. Buffet lunch.
Dive - Snack bar by the pool
Le Petit Conchon - Flavors of the rustic French countryside served a la carte. Open for dinner from 5:30 pm - 11 pm. .
Cava Roja - Exotic Spanish dishes and traditional tapas with House Sangria, fine wine, and beer.
ACTIVITIES & ENTERTAINMENT
Daily Activities & Entertainment:
Volleyball, Aquaerobics, Contests, Optional Tours, Billiard Room, Watersports.
Nightly Activities & Entertainment:
Contests, Participation Activities, Nightly Theme Shows (Latin Show,Hollywood Show, Tropical Show,Mexican Show,Cats,Beach Party).
Apple Vacations Customer Satisfaction Score
Hotel Average
What to expect
Food Quality
Comfort
Cleanliness
Service
31 Recommend
31 past Apple Vacationers would recommend Hard Rock Hotel- HEAVEN Section to their friends and family



Latest Apple Vacations Review >>
TripAdvisor Web Reviews
Based on 10078reviews
What to expect
Location
Rooms
Service
Value



Apple Vacations Traveller Reviews
Apple vacation
SHANNON M.
Jul 11 2017
Apple vacations rock!!!! We have used them several times and always work out great .no issues and everything was great
Customer Rating: 

TEST
Not worth what we spent
WILLIAM P.
Jul 13 2016
Based on the experience we had in previous resorts and how we spent nearly double last year's trip, we expected to have a more "luxury" stay. The hotel overall was nice and the staff friendly, but the biggest thing that was disappointing was the quality of the food. We didn't have a single restaurant we HAD to return to. We classified everything as "good enough to eat".
Customer Rating: 

TEST
You don't get what you pay for
MATTHEW D.
Feb 21 2016
My high school friends and I planned a 40th birthday getaway for us all over President's Day weekend. The price we paid for 4 nights was hardly acceptable for the quality of the Heaven resort. 1. One of the rooms our group had not only had a broken thermostat, but the shower's water temperature fluctuated terribly. One second scalding the next freezing. 2. The same room above was also MUCH bigger than the other two, although we were supposedly booked in the same type of room. Not to mention this same room above had strawberries and champagne, the others did not. We are all high school friends and not lovers, so this didn't necessarily matter, but why did one room get them and the others no? 3. Room number 3 had ZERO hot water 4. For $1400, I would have expected a MUCH better selection of liquor. I can understand not providing top end cuts of meet for the restaurants and such, but liquor should be a given. Absolut is NOT top shelf Vodka. In addition, the bar areas were just a complete mess. Who knows how much bacteria among other things were all over the bottles. 5. At Zen restaurant, we waited over an hour for a table, (seated at nearly 10PM), and then waited over an hour to even get a chef to cook our hibatchi dinner. 6. Coffee was never refilled in the room. Used glasses were left on the shelves when the room was cleaned. Towels were discolored. Almost yellow instead of bright white. Overall cleanliness was just dirty in my opinion. 7. Servers on the beach for the resort were not very attentive. They would bring a tray of drinks for the large party sitting in front of us and disregarded anything our small group wanted. I will say the Spa there is fantastic. That is the one saving grace the place had. Food was mediocre at best. The Ciao Italian restaurant was the best of the restaurants we ate at. The Heaven Bar was good, but could use updated music(not much current music was played), and the bars were again dirty, and bartenders had no idea how to make basic drinks. No Fireball liquor, no vodka any better than absolut. Very poor experience overall. Would not go back.
Customer Rating: 

TEST
Great hotel decor and amazing spa
LUIS N.
Dec 11 2015
The decor in hotel was very cool! Service was amazing especially the bar tenders and wait staff. The front desk didnt activate our wrist bands for getting into the rooms so our whole party of 25 had to come back to get them activated:/ Also we were in building 4 and our room was in the middle so no easy way to get in and out - a lot of walking to each end of the bldng. Not sure why there isnt an door/exit in middle of bldng. The spa was amazing!!! Decor and the masseuse were fantastic. Loved club heaven and live bands in lobby but pool entertainment non existent - except for Foam party which was super fun! The food was mediocre - my seabass was undercooked and steaks overcooked. Ive had way better Mexican and pool buffet only served burgers and wings - could have changed it up! Hotel upsells too much too - we had to use resort credits which had fees associated for good wine, sea bass, seafood platter - never had to do this at other all inclusive resorts. Credits were a way for hotel to make more money even after we spent so much. We did appreciate special treatment of bdays in our groups but we had to do a lot of convincing and begging to get it - even tho we were a big group of 25.
Customer Rating: 

TEST
ERIC T.
Nov 17 2015
Our hotel room did not have a hammock as advertised, was on the first floor and partially faced a wall. Not ideal considering it didn't seem very busy/full at the resort. There was also a bad odor coming from the floor drain in the room and they were doing construction on a scaffold in front of our patio one of the days there. It was also noisy starting around 8am since the hallways are open air.
Customer Rating: 

TEST
Best all inclusive ever
JUNE S.
Jun 10 2014
This all inclusive exceeded my expectations ! It was shear class.
Customer Rating: 

TEST
Clean, comfortable retreat
TIMOTHY S.
Mar 23 2014
Our room was clean and comfortable. All of the staff was polite and helpful. Will definitely be back!
Customer Rating: 

TEST
Fantastic stay with a few minor exceptions
EUGENE P.
Mar 10 2014
Hotel was very nice and food was very good for an all-inclusive. Staying in adults only "Heaven" was great and rule was enforced. Negative is limited seating and even more limited umbrellas. Guests were out saving chairs at 6:00am. Hotel should add list of major bands performing so guests can avoid or attend during those dates. Unknown to us, a major band played and drew a crowd we would have preferred to avoid. Check-in was very slow. It would be nice if the list of daily activities/entertainment was delivered to the rooms nightly (like other resorts) or at least made available at the breakfast restaurants in order to avoid daily trips to the lobby. These items are minor and I would go back.
Customer Rating: 

TEST
Overall stay at resort
CYNTHIA W.
Aug 09 2013
The resort and staff were absolutely great. Our room was always clean and they restocked refrig with what we wanted on a timely manner. We had a great time and will be back. Looking forward to seeing what Hard Rock will do. Great job to everyone.
Customer Rating: 

TEST
Adventura Spa is the place to go!
ANGELA H.
Jul 16 2013
I read some bad reviews about this resort but after be there for 8 days I am not sure why. The staff was amazing, after one day they knew who you were and were more than happy to make you comfortable. I spent most of my time at the swim up pool bar area and Aldo was fantastic as well as Alejandro and Bernie. The rooms were clean and nice, the maid and room service were great.
Customer Rating: 

TEST
2013 trip to cancun
KELLY H.
Jun 13 2013
Everything at this resort was awesome. Except all three of use got very sick after eating the food. It was so bad that we were up all night. So with very little sleep it made it hard to do anything. When we got home we went to the doctor and was treated for e.coli. After talking to some of the other guests at the resort they were sick also. I wish we could start the vacation over again. I booked the trip 5 months in advance and was looking foreword to a quality time.
Customer Rating: 

TEST
TripAdvisor Traveller Reviews
FANTASTIC Get away!
Erin4girls,
Sun Nov 12 15:22:16 EST 2017
This Resort was fun and energizing yet relaxing, If you want a place of peace and relaxation they have it. If you want to be part of the party, they have that too! One of the best parts of the evenings was Heaven Bar. Joshua, one of the mixologist is a genius!! His Drinks are delicious and the way he makes them are completely entertaining for all!

Truly a Winner
princetatt2, Phoenixville, Pennsylvania
Sun Nov 12 13:30:19 EST 2017
I was fortunate enough to win this trip through a local radio station. I had not travelled, in any capacity, since 1989 and had never left the United States. I was excited and terrified and anxious. I was so anxious, in fact, that days before the trip I was ready to abandon the idea and hit some local flea markets. I am beyond happy that we boarded the plane and embarked on a fantastic vacation. Upon arrival at the resort we were warmly greeted and led to the check in desk at which point we were offered an welcome drink. I decided, having been up and travelling since 4am, to have a bottle of water. My husband took advantage and had a margarita which he said was absolutely delicious. Once checked in we were shown to our rooms by Alexander who took time to explain everything and who was quite warm and engaging. We took a few minutes to relax and then decided to take a walk. We were at the Hacienda resort and our walk took us by the Convention Center and to the Heaven side. On that walk, I got to see a monkey but was so surprised that I did not think to pull out the cameral to get a photo. I kept hoping to see another one but that did not happen We did see quite a few animals and birds during our stay, which we enjoyed. Our first night we went to Frida, a restaurant on the Hacienda side. We ordered blackberry mojitos which were expertly prepared at the table. The glasses were smoked and the drink itself was delicious. Our server, Orlando, went above and beyond to make sure our experience was unforgettable. He was engaging and took great pride in the food he was presenting. He explained the importance that some of the dishes played in the culture and took it upon himself to ask the chef to prepare a special dessert to commemorate our first visit and our anniversary. What an incredible meal and experience! Our time at the resort was not as long as we would have liked but we did experience the beaches which were well tended. The servers at the beach were attentive and incredibly friendly and engaging. We enjoyed every second of our time there. Swimming in that clear, warm water with the fish was an experience that I will remember always! While at the resort we enjoyed Pizzetto, which is on the Hacienda side. The pizza was delicious and the drinks were wonderful. The servers were attentive, friendly and seemed to have a great camaraderie with one another. At every moment, they seemed to enjoy not only their job but the people that they worked with which was wonderful. We dined at Toro, the steakhouse on the Heaven side. The meal and the service were top notch. Again, everyone that was there went above and beyond to make the experience something to remember and treasure. The last night that we were there we ate at Zen, on the Hacienda side. We chose to order the ala carte rather than the hibachi menu but were still able to enjoy the enthusiasm of the hibachi. The service and food were both excellent and they strived t make the experience memorable. We were fortunate enough that our stay happened to fall on The Day of the Dead and we were able to take in a show that featured dancers for that occasion and to see the altars that had been set up. The staff that was working that event was attentive and went into detail about the customs. It was entertaining, exhilarating and educational. The service that we had, the entire stay, was greater than we could have hoped for. Room service was wonderful and brought us delicious breakfasts and, on the last day lunch. The room was kept clean and the turn down service was great. We both slept like babies while we were there. It was relaxation to a level I have never experienced. We never travelled together before and cannot wait to return. Check out, while too soon, was also a great experience. The power was out for a government mandated check but the service did not suffer for that. We were welcomed to partake of a buffet breakfast while we waited for transit. The staff, on checkout, was just as welcoming and friendly as they had been the entire stay. Morphy stopped to speak with us while we were waiting for our transit to the airport and was warm and genuine. We have never travelled before. We got lucky and won a trip. We cannot wait to return.

2017 Holiday
Tammie L, Calgary, Canada
Sun Nov 12 09:32:36 EST 2017
Enjoyed the pool side service on the Heaven side. Osvaldo was amazing...look him up if you can. He organized the pool side chairs, service and drink suggestions were fantastic. Really looked after our family and friends! Thank you Osvaldo!!!

Great vacation
Kelley R,
Sat Nov 11 10:12:44 EST 2017
We had the best couples vacation. Kept busy eating and drinking!! Our Butler service from Daniel and Antonio was excellent. They were attentive and accommodating. Pleasant and able to assist with every request.

Nice / but many details
roldans2017,
Fri Nov 10 21:42:53 EST 2017
Am not going to trash the resort but I do have to say that management should infor travel agents when they are going under renovations, we were limited on eating on almost 4 restaurants because main buffet area was closed . Kids amenities were close up because of repairs, and honesty food selection and menu should be review. It’s suppose to be a 5 start hotel but I’ve travel the world and I would rate them 3 start when it comes to food



The comments and opinions on this Ratings and Reviews section of our website are the views and opinions of TripAdvisor members and AppleVacations.passengers. They are providied 'as is' and we accept no responsibility for any loss, injury, inconvenience or other damage resulting from this information. You should verify critical information (for example passports and visas, and customs) with the relevant authorities, and review our Fair Trade Contract and Things To Know Before You Go (including our Health and Safety Tips For Travelers) before you travel.
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