Cancun

Hard Rock Hotel- HEAVEN Section


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All Inclusive    

2019 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*).

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.

*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.
HOTEL LOCATION
The Hard Rock is set within an 85-acre expanse of the Mayan Riviera surrounded by wild tropical gardens, 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 was carved 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 of architectural 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 entertain ment, 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: 394
Year Opened: 1999 Credit Cards: Visa, Master Card, American Express
HOTEL RESTRICTIONS
No Spring Breakers. Adults Only (18 years or older). Accepting families from 07/28/18-08/18/18, 12/21/18-01/02/19, 04/13/19-04/21/19, 07/12/19-08/17/19, 12/20/19-12/31/19 (December 2019 dates are subject to change).
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:
Le Petit Conchon - Flavors of the rustic French countryside served a la carte. Open for dinner from 5:30pm - 11:00pm. .
Cava Roja - Exotic Spanish dishes and traditional tapas with House Sangria, fine wine, and beer.
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
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, beach party.
CHILDREN'S PROGRAMS
Hard Rock-branded Roxity Kids Club coming in summer of 2018.

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 12288reviews
What to expect
Location
Rooms
Service
Value



Apple Vacations Traveller Reviews
Hard Rock Riviera Maya
DEBORA W.
Nov 16 2018
Overall, the resort was top notch. The staff were all wonderful, the food and beverages were good, the activities and spa, excellent. The only negative was the water quality in the rooms. We attempted to use the in-room spa tub and the water was brown. We also noticed our white wash cloths turn brown if left under the running water.
Customer Rating: 

TEST
Disappointed expectation
STEVEN W.
Jun 29 2018
I’ll point out the positives before divulging into what could’ve made this experience much better, especially compared to other adult only, all-inclusive resorts. The staff was phenomonal, services with a smile, very accommodating. If it wasn’t for the staff, you’d have a very very disappointed customer. The hotel itself was nice, seemed to be fairly clean and easy to navigate. On the other hand, what most would consider important was the food and alcohol, since that is the point of all inculusive. I enjoyed one meal the entire trip which was breakfast buffet. Not impressive at all. The food at the restaurants were underwhelming. Let’s not talk about the alcohol or lack there of. I won’t be convinced otherwise, the alcohol was absolutely watered down and in some intended I know there wasn’t the actual brand in the “premium” liquors. I can’t say I’d go to any Hard Rock Resort after this first time. Step up your game, good luck.
Customer Rating: 

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Pretty disappointed
MARK W.
Jun 29 2018
I was very excited about going to this hotel for the first time. Thinking Hard Rock has a pretty good reputation. My main complaint is the dinner restaurants. I was not impressed with the food at the Steakhouse or the Italian. I ordered a filet and it was served cold. Then at Italian I order and NY strip steak and about 80% of it was fat that I had to cut around or spit out. Also the wait times at both ridiculously long. Pool was nice, beach was dirty, rooms were cramped. I’ve stayed at resorts in Rivera Maya for much cheaper and had way better experiences. Will not be returning here.
Customer Rating: 

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THE NAME SAYS IT ALL....HARD ROCK HEAVEN
HAROLD K.
Jun 20 2018
This resort is beautiful. Despite the fact that we did encounter a tropical storm that took 3 days of our stay from using the pool the hotel did everything to still make it a great stay. We did encounter a leaking ceiling in our room due to the heavy rains and the management staff moved us to another room with all the amenities immediately. All of the staff at this resort were friendly and extremely helpful. The pool on the Hacienda side is huge. We stayed in the skyview suite with the hot tub on the roof and the view was spectacular. You do have to make dinner reservations and the only downside to that was thqt they only let you make 2 nights ahead so we had to keep going back to make reservations and sometimes the process got to be lengthy. Love the fact that there is no room key. You use your wrist band that has a chip in it. There is not any direct access into the beach. There is a reef area that they have made into a small beach and it was very nice but if you are looking to go out into the ocean to swim you can't do that from here. We were more than pleased and would definitely return to this wonderful resort.
Customer Rating: 

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Hotel
HAROLD G.
Nov 21 2017
It was an excellent experience overall.
Customer Rating: 

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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: 

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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: 

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

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TripAdvisor Traveller Reviews
Worst experience ever
l0u1g123, Liverpool, United Kingdom
Wed Jan 16 06:36:32 EST 2019
Let me start off by saying I never ever leave reviews and usually read them on here and think are they just being overly fussy - but if I can make sure people don't waste their money and have a bad holiday I would emplore you not to stay here. And don't book any holidays via TUI they are totally unhelpful. We arrived here on Boxing Day and immediately were disappointed. We booked via TUI who claimed it to be a 5 star hotel it definitely isn't that. 3 at best. The smell that meets you is that of insect repellant - not like in top hotel lobbies that use their own special fragrances. Despite being disappointed we hoped that first impressions were not to be believed. Unfortunately when we then arrived at the room (we had booked 3 rooms for our party) my room had two double beds rather than 1 large king. I also required a cot for my baby - but that had not been put in the room. My sister also required a cot and called housekeeping twice for one but didn't get one that evening and had to request one from reception the next day. She went to run the bath for her baby only for all dirt to come out of the water. The toilet also wouldn't flush. So with in half an hour we had maintenance trying to sort it out. Flooding was a problem throughout the hotel. On our first evening we had two rooms flooded with maintenance people actually entering the room throughout the early hours trying to stop it. My room then flooded on New Year's Eve with heavy water flowing all night. My toilet was also faulty constantly needing the cistern to be fixed. I called to ask if we could change room and have same one as the rest of our party as it was very cramped having two beds and a cot in the middle but the man at the desk who was very arrogant called JB said we would have to pay for an upgrade despite paying the same as the rest of our party. We went down to reception to speak with him but again he point blank refused to be of any help. We ordered room service after being on a long 10 hour flight and cannot describe how bad the food was. It wasn't touched. Nachos were something you would get in a cinema. So disappointed. The next day we met with our TUI rep Alex who was very unhelpful. Said we could move at a cost of nearly £4000. We had paid a lot of money to stay in the Hard Rock - more than the hotels we were willing to move to cost when we were originally booking. We then spoke to the PR lady from Hard Rock Hotel who was the only one who was willing to help. We did enjoy one meal in the French restaurant over in Heaven and the coffee shop in the lobby of Hacienda was ok. Zen wasn't bad but overall food was so disappointing. The steak restaurant in Heaven flooded one evening with buckets being put all over the restaurant. Surely they have experienced rain on many occasions and should perhaps use a better system and improve the roof. A couple of us nearly slipped in their. So dangerous. Then the service in that particular restauarant was appalling. I ordered steak only for it to come on another member of our party's plate along with their main of ribs! It took them 5 minutes to realise this and then they simply moved the steak off their plate to mine. So amateur. Nothing could be done right! The drinks at the pool were so bad - fizzy drinks always flat. They used big plastic bottles rather than individual bottles or a soda stream. One day at the pool I couldn't get a towel for 20 minutes. For how much we paid I would never imagine the service could be so bad. We had laundry service go missing - and we also given someone else laundry so they must do your laundry with other peoples. Some of the party went out to pay golf booked via the con that is the resort credits - they mean nothing. You are just paying same as you would if you didn't use them. They paid prior and when they got the golf course had to pay for balls and equipment. When it came to checking out (early as we moved to Hard Rock in Cancun which is 100 times better than Riviera Maya) they wanted to charge again for the golf. We complained but it remained on our account and when it came to leaving Hard Rock in Cancun they said if it wasn't paid they would call the police!!! So we were left with no alternative other than to pay as we had a flight to get. I read reviews on here and some were good and some were not as complimentary so I mistakenly went ahead and booked. Please read this and take on board what I have said. Do not stay here!!!!!!

Hard Rock Heaven Ipanema Restaurant (Hector)
David H, Tooele, Utah
Tue Jan 15 20:04:05 EST 2019
Hector was totally amazing. Our first night there he gave us the inside scoop on the best meats. The flaming desert fountain was amazing. And the second night he surprised us with a special chefs dinner, LOBSTER TAILS!!!! Hector made us feel like we were family and every night was a celebration of life!!! If you plan on going, ask for Hector!!! Tell him Andy and Dave sent you!!

Very nice resort the Barcelo.
sweetrosanna, Vaudreuil-Dorion, Canada
Tue Jan 15 13:42:24 EST 2019
First time visiting Riviera Maya. We were very impressed staying at this awesome and clean resort. Everyone super friendly and polite. Food was diverse and tasty. Many activities for everyone to enjoy. Would recommend this wonderful resort.

Great week
christabetts, New Baltimore, Michigan
Tue Jan 15 12:26:35 EST 2019
This was our 3rd trip at Hard Rock Rivera Maya Heaven and everything was great as always. The people who made us feel like rockstars are Benny (Sun and Heaven bars) Sara (Pool Entertainment). One thing that needs to change in my opinion is the reserving of chairs for Hall of Fame members. They reserve these chairs all day and most of them go unused.

Amazing stay
dem163, Cancun
Tue Jan 15 08:40:29 EST 2019
5 stars all the way!! This resort is amazing for all ages. We stayed on the Heaven adults only side which was wonderful we would walk to the family side and it was just as exciting. So many activities and entertainment for the whole family. The staff was wonderful throughout the entire resort. From the check in to the check out- the entertainment staff is one of a kind and all are wonderful at their jobs and enjoy what they do. All of our waiters/waitresses and bartenders all had amazing recommendations and made all of our experiences amazing. We stayed in a presidential 2 bedroom suite with a butler which was Daniel and he was absolutely fabulous!!! If you all have the option to have a butler ask for Daniel he takes care of everything which makes your stay even more relaxing! Don't forget to visit JC (Juan Carlos) he is a spectacular bartender he was located in the main lobby bar of Heaven. Hands down 5 stars and we will be coming back for sure!!!!! :)



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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