Hotel Overview
Appealing to luxury travelers, spa enthusiasts and families seeking all-inclusive pampering, this sensational resort provides the perfect setting for relaxation and fun in the sun. Located in Puerto Aventuras, guests to the resort enjoy all-inclusive access to upscale restaurants and bars, daily and nightly entertainment and comfortable guestrooms that feature 24-hour room service, nightly turndown service, a flat-screen LCD satellite television, a Hydro Spa tub, Rock Spa bath amenities, bathrobes, slippers and a fully stocked mini-bar complete with sodas, bottled water and domestic beers. The upscale Rock Spa provides a wide variety of splendid services while family-friendly amenities including a themed kids club, Teen Lounge, outdoor family and kid’s pools, snorkeling and kayaking activities ensure unforgettable stays for each and every guest.
870 guestrooms, including Deluxe Gold Rooms, Deluxe Diamond Rooms, Deluxe Family, Deluxe Platinum Sky Terraces, Deluxe Platinum Sky Terrace 2 Bedroom, Rock Suite Platinum 2 Bedroom, Rock Suite Platinum Rooftop Lounge 2 Bedroom, and Rock Star Suite.
Location
Riviera Maya - BeachProperty Information
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Hotel Details
Hotel Advisories
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
A maximum of two pets are allowed per room. The hotel is not responsible for providing food for pets due to each pet's particular diet/eating habits. The pet friendly program allows for each pet to be a maximum weight of 48.5lbs and a height of 15.7in. The program requires a fee of 150USD plus tax per pet, per stay. The hotel will not provide kennels or crates.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
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Oct 05, 2024Bad experience
Bad experience. I celebrated my wedding in the Hard Rock Riviera Maya and every guest had a bad experience, staff was rude and the air conditioner in the bedrooms was broken (of course nobody did something to fix it). It is a very expensive hotel and I expected a lot more
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Oct 05, 2024Visited again after 7 years
Our first visit to this location was 7 years ago and we decided to return after taking a hiatus from resorts for cruises. We were quickly reminded why we fell in love with this resort! Ultimately, the service at this location is exceptional. I made sure to list the team members that treated us so well on our most recent visit; Sept 23-Oct 3 2024. We typically travel during this time (hurricane season) due to the cheaper prices and have continued to luck out experiencing beautiful weather. Hurricane Helene passed by causing a few days of rain but ultimately was a non issue. The food is great and we really enjoyed having access to the Heaven exclusive Fargo restaurant which had the most dedicated and amazing staff with upgraded food selections. Isla was also one of our favorite spots as it had such a great variety of food and a fantastic atmosphere. We were frequent visitors of the Rock Spa and cant recommend it highly enough. If you plan to attend, be sure to book the hydro therapy with your service to get the full experience of what the spa has to offer. The facilities are in decent shape but you can some buildings are starting to show signs of aging. Major portions of the hacienda area are under renovations and during our stay, team members were maintaining beach cabanas and painting external areas of Heaven. The work was not intrusive, just noting that the property is being actively updated. The new Eden area of Heaven is amazing and we really enjoyed having access to the adult only section. Concierge team members helped retrieve my lost phone; Brenda, Victor & Giovanna. - Eden Bar/ Pool team members gave exceptional service; bartender Luis & server Antonio - Awaken your senses team members gave exceptional service; manager Daniel, servers Noemi, Bonnie, Cecilia & Alberto, mixologist Charly, chefs Dolores, Enrique, Paty & Loki. - Fargo team members gave exceptional service; Carolina, Paola, Maricruz, Brenda, Apo, Maleni, Nanu, Ruth, Sol & Eduardo.
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Oct 04, 2024
México trip ❤️
We totally love this place you need to try it for sure we enjoyed 6 days in here We loved the pool entertainment staff always inviting us to the activities in here Gigie Eduardo Ovi Martini Gaby Luna Poncho we love you guys Definitely you need to try this hotel
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Oct 04, 2024
Barry from seattle loves you cheers to the entertainment staff
We enjoyed 6 days in this beautiful resort It was our first time in this resort The staff was amazing very accommodating make you feel like your home The activities staff was amazing Eduardo Ovi Gigie Luna Poncho Gaby and Martini you guys are the best The only thing could be more safe transportation karts after hours Anyways you need to come to this place your gonna love it
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Oct 03, 2024Won't be back
I have visited Mexico several times and this is by far the worst hotel I have stayed in. We had initially booked to stay in Hard Rock Cancun however, on reading trip advisor reviews the week before we were due to fly I noticed the hotel was under review. We therefore changed to Hard Rock Riveria Maya as thought it would be a great hotel as its such a big brand. We were wrong! Arrival - On arrival at the hotel there was no welcome. Anytime before I have stayed there is always a welcome spread for guests arriving. We were simply checked in and given a map. Location - Literally the middle of nowhere. $40 for a taxi each way to Playa Del Carmen. 1 hour and 20 mins from Cancun. Entertainment - Dreadful! Spanish music on constantly around the pool area. Room - When changing hotel I had upgraded the room to a private roof terrace. There was nothing private about the terrace. Anyone staying on the same level throughout the hotel was able to see full view of the terrace. The room itself was very small and dreary. Pictures on website are deceiving and nothing like the actual room. Bars & Restaurants - Buffet restaurants had the same food every night for the full two weeks of our holiday. I know other hotels do theme nights to mix this up a bit but nothing changed here. Al la Carte restaurants were nice enough however, we were told that no reservations were needed but when we arrived we had over an hours wait. Not all restaurants were open. Bars - no fancy colourful cocktails infact they didnt even have a cocktail menu at the main bar Heaven. Pool Area - There are a couple of pools for non-members to use. Members pools lay empty but were not accessible to non-members. One day we arrived at the pool area to find that 20 beds had been blocked off for 'priority members' even though there are numerous areas within the resort allocated for this. There wasn't many beds as it was and the worst thing about it, not one person showed up to use any of they beds the full day. One of the days at the pool area a fight broke our within guests attending a wedding. There were children in the pool whilst this was going on. Running about screaming at the sight of blood. There are no security on the resort except at the arrival gate. Staff - Very few English speaking staff. This became very frustrating! I could go on and on but this is the most valid points to cover.
*Prices per person based on double occupancy including round-trip airfare via U.S. certified air carriers (unless otherwise stated), hotel taxes and baggage handling, fuel surcharges, and all pre-collected U.S. and foreign taxes. Round-trip airport/hotel transfers are included in Mexico (excluding Loreto), Central America and many Caribbean Islands. Transfers not included for air-only passengers. Prices valid on new bookings only and in some instances, pricing may specifically apply to one of multiple flights on select departure days. All packages are based on the lowest hotel/air classes available at time of publication, capacity controlled, subject to availability and change without notice. Promotional pricing may only be available for a limited time. Restrictions & black -out dates may apply. Fees may apply for carry-on and checked baggage-view Baggage Policies. Some resort fees, environmental levies and departure taxes are not included and may be payable in resort. View Frequently Asked Questions for more information. Apple Vacations is not responsible for errors or omissions. Bookings are subject to the current General/Cancellation Terms & Conditions. All public charter flights Allegiant Air: PC 20-070/PC 21-043; Swift Air: PC 21-056; Viva Aerobus: PC 20-081; Volaris: PC 20-099 are operated by ALG Vacations Corp. Apple Vacations materials (including, but not limited to, names, trademark, service marks, logos, marketing materials, etc.) shall not be used, reproduced, transmitted or distributed in any way, except with the express written consent of Apple Vacations. CST2139014-20. This information is current as of June 3, 2021.