LocationRiviera Maya - Beach
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.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
Best Trip Ever!!
I may be very delayed in writing this, but I couldn’t skip sharing. I was at Hard Rock Riviera Maya June 25, 2019-July 2, 2019 with a good friend of mine. It was by far one of our best vacations ever! The incredible service started before we even arrived. Beatriz Rivera helped us with so much of our planning before we arrived. She helped us get our spa treatments scheduled as well as other excursions before we got there so it was one less thing to worry about later. She often thought of things that we would want or need before we did. When we arrived Ilse and Magda were a wonderful help until our personal assistant was able to get back to the lobby. Our personal assistant, Ivonne Guadarrama, was so incredible. She took care of all of our dinner reservations and was always checking in on us to be sure we had everything we needed. She quickly helped us with anything we needed. Our reservations were always exactly as we had asked for. We look forward to having her as our butler again when we come back next summer. At the beach, Ezequiel at the Bali Beds, went above and beyond to make sure our days by the water were perfect. He made great recommendations of drinks and always made sure we had everything we needed even before we knew we needed it. Sophia and Pananna also took very good care of us at the beach as well. My spa treatments were wonderful. Roldan Isabel was incredible for my 25 minute back massage as well as my 80 minute Aromatherapy Massage. Rigo was fantastic for my 80 minute Hot Stone Massage. We definitely enjoyed the restaurants. At Caio for dinner, Luis took very good care of us. At Los Gallos, we were well taken care of by Lupita, Pedro, and Manuel. At the French restaurant, the manager Maria and our waiter Ricardo were wonderful. At Toro, Oscar was so thoughtful and wanted to make sure we were enjoying ourselves. For breakfast at Caio, Luis was very attentive to us. Leo from Vacation Planners as well as our bell boy, Carlos, also were such a wonderful help to us. We also want to thank Daniel who filled in for our personal assistant on our last day since Ivonne was off that day. Between Ivonne’s help the evening before to make sure everything was in order and Daniel’s help that last morning we had no issues with our checking out and leaving for the airport right on time. Next summer can not come fast enough for us to be able to return!
Having a great time at the hard rock hotel, the entertainment is amazing especially Rulo and Samurai, the aqua aerobics is one of the many things to look forward to everyday...... The food is also really nice, and there is something for everyone.
A Wedding/Holiday I Won’t Forget
Having travelled from the UK, we were worried about the flight over (10 hours). However, flying on the TUI Dreamliner, in extra space seats (10A & 10B) the journey was comfortable. Arrival through Cancun airport was quick and we were soon on our way by private taxi to the hotel, it’s about an hour away. On arrival at the hotel, we were blown away by the grounds and first appearance. We booked the Heaven side. The lobby and front desk areas were stunning! We quickly checked and and were given our wrist bands (which is also your room key) and were taken to our room by the bell boys. We had room 2322 (Block 2, Floor 3, Room 22). The room was spacious and had a side sea view. It also benefited from the upper Sky Terrace with hot tub and loungers - with an even better view. The room was fully equipped with everything you need, TV, iron and board, hair dryer and an abundance of hair and body products. And the bed was huge and very comfortable. We requested firmer pillows and were sent memory foam pillows almost immediately. We were assigned Sandy and Pam as our butlers. They organised our meals for us and were in touch every day. Sandy went above and beyond and felt like a friend by the time we left. Thank you! The pool and beach areas are beautiful. We stayed mainly on the Heaven side but did go over the Hacienda a few times. The pool attendants and butlers were fantastic. Special thanks to Betty at the Heaven pool for your fantastic service each day! Also Jesus at the Heaven beach for your great service too! The beach is a lagoon type. The sea is calm and clear with lots of fish to sea. Entertainment around the pool was lovely and always something going on. Sarah at the entertainment team was fantastic (she was also at our wedding ceremony). The food at this hotel is non stop and of so much variety. Our butlers made the reservations for us so didn’t have the issues some say of booking. However, the restaurants never seemed to be fully booked. We ate at Toro (steak), Caio (Italian), Zen (Asian), Los Gallos (Mexican) and The Market (Buffet). All restaurants were fantastic! We also used the room service which again was amazing and delivered quickly. We used the spa facilities as part of our resort credits. We had the couples massage, facial, manicure and hair wash and blow dry. The hydrotherapy before hand was really good too. The bars at the hotel were all great. They all served top shelf alcohol and nothing was too much for any of the bar staff. We done a couple of tours using the resort credits too. Our favourite being the Sunset cruise and Couples Dream Dolphin Swim. We were lucky enough to have our wedding ceremony at the hotel. We selected the Chitzen Gazebo located beach front between the Heaven and Hacienda blocks. Our wedding planner Elena was the best planner and we couldn’t have asked for anyone better! The communication prior to arrival was excellent and this didn’t change when we arrived. Daily what’s app messages and on the wedding evening she went above and beyond for us. As it was just the 2 of us, we had our evening on the Sky Terrace, of which Elena and Sarah personally decorated and perfected for us! I can’t thank you enough for what you done. Thank you to our photographers too. Both guys were very creative and our photos are amazing! After 2 weeks, the time came to go home. We were lucky enough to keep our room on for a few extra hours and we said our good byes to the many staff members we became friendly with. Taxi back to the airport and a quick and efficient check in and security. Plenty of places to eat and drink at the airport as well as many shops to keep you busy! This is a holiday that we will never forget. I look forward already to our next visit. Thank you to everyone at Hard Rock Hotel for making it so great...You Rock!
Rocked it at the Hard Rock!
Fantastic time at Hard Rock, check-in was seamless. Food, service and entertainment team second to none. Samurai and Rulo a great team, loved aqua aerobics! Excellent at encouraging my daughter to take part in activities as she is quite shy. Ofelia always looked after us by the pool for drinks. Great hotel and will definitely be coming back again!
A wonderful vacation. The staff was outstanding and couldn't have been more accommodating. The location was beautiful - we were right next to one lagoon and martini bar. The fish will swim right next to you if you offer food. The room was spacious and cleaned daily. There isn't however much privacy in the bathroom as most of the wall adjoining the bedroom is shutters with fins that will open. Except for the French gourmet meal which was surprisingly bland, the rest of the food was delicious. We never went hungry or thirsty. The massage services are also highly recommended.