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, unlimited snacks, 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.
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
Very large resort
Huge resort! Not a bad place for a Stay & Play type of vacation. No beaches, or beach access. ONLY lagoon style beaches. Still pretty and nice, but not a beach. Drinks were fair, but terribly inconsistent. No two drinks were the same, even made by the same bartender. Some staff spoke poor English, and admitted to speaking & understanding English poorly. Staff was super friendly, helpful, clean, well groomed, and always available. Food was pretty decent for an all-inclusive. THEE BEST COFFEE!!! Coffee was excellent EVERY DAY no matter where you got it. Tons of restaurants, lots of options. Make reservations as soon as you get there. Salmon was fantastic! Facility is clean. Many in room comfort items. Room service was great, although at times a bit long of wait. Orders were always accurate. Spa is HUGE and CLEAN!
Favorite place to stay
Absolutely love this hotel. The staff never fails to amaze me. Our Server Brayan, was so personable, attentive, and knowledgable. We also Loved Ivonne on the entertainment team. She made things so fun with plenty of activities by the Heaven pool I also LOVED the Michael Jackson show! Chris killed it! I was so impressed with his dancing and talent! I will always come back, and look forward to my yearly visits here. It is m second home! :)
Back on Top!
We have returned from our latest trip to the Hard Rock Riviera Maya and are pleased to say we witnessed remarkable improvements. A year ago, we brought a party of friends and relatives to vacation with us at the Hard Rock. Although everyone of our guests had a very good experience, I was very disappointed because the entire experience was not at the level we had come to expect at this resort. There has been a turn around. Perhaps management does listen to our comments and recommendations. All of us were particularly impressed with the improved maintenance and overal cleanliness, not only in our rooms, but in all of the public areas. In addition, we can report a significant improvement in the service as well as the quality of the food and beverages offered at all of the restaurants and bars. It is now back to the level of excellence the resort had offered before its transition to Hard Rock. If you are older like us (mid 60's-mid 70's), I will recommend staying in Building 2. It is away from the evening activities, quiet, and easily accessible to the pools, lobby and restaurants. During the day we stay away from the loud music and screamining DJ's at the main pool (from 11:00-5:00) and prefer the beach area or other pools away from there. All had great service and you did not feel you are being ignored. During our stay, we visited all of the restaurants and bars and received excellent service and food. This year the group favorite is El Toro because of the quality of the steaks we had during each visit. Our favorite meal of the day was breakfast because we were greated every day with a warm and friendly smile from Apolinia who is not only an excellent server but an excellent ambassador for the resort. Do not be afraid to use your resort credits at the Spa-the services are outstanding! (it is best to book in advance on-line or upon arrival to get the best dates and times for your services.) Whether you are a first timer or an experienced traveler to the Riviera Maya, I can once again give my highest recommendation to the Hard Rock. You will not be disappointed. The pick up service at the airport upon arrival was the best we have ever had. You do not have to do this, but I recommend when you meet with your concierge after check-in, arrange your dinner dates and times for dinner during your stay. During the high seasons the most popular restaurants are more difficult to get into at prime times. You can always make changes later. Check-in and Check-out are very efficient.
Best pool activities
Samurai (Ricardo), Mr Boy and Lucy had an excellent morning routine. I absolutely loved it! The food was good and they are very attentive. The spa was great and we thoroughly enjoyed ourselves! We will be back
Excellent vacation spot!
My husband and I just got back from a 4 night stay at the Hard Rock, Heaven side. I can not say enough good things about this trip. The food was delicious, the drinks were made well and the service was outstanding. We upgraded to rock royalty and it was worth every penny. One major feature that comes with it is a butler service that helps you with all your plans and scheduling throughout the trip. The two gentlemen that helped us throughout our stay were Pichardo and David. They both did an extraordinary job working with us. On several occasions they found us on the resort to make sure everything going well as well and was in contact with us through text messaging to help us from afar. Pichardo, personally set up our room for our Anniversary and David helped us with adjusting our reservations for the Bali beds and restaurants to best suit our needs. Both butlers were very professional and friendly each time. The one name I want you to take away from this review is JOSE PANANA. This man completely made our trip! He was our waiter out on the Bali Beds for two out of the 3 days we had them. PANANA made it possible for my husband and I to completely relax. His professionalism showed through each day with a huge smile and warm greeting. He personally took the time to make our drinks, and helped us with little tasks such as new towels and fresh ice for the waters, just to name some, without being asked. He never let our cups go empty for long and was generally a good person to talk too. Thank you thank you PANANA for everything! Caio and Le Petit Cochon were my two favorite restaurants for dinner. Le Petit Cochon service was out of this world and Gerry gave us a performance during dessert to remember. Definitely ask the the strawberry jubilee. It’s delicious and quite the show! Caio surprised me by how they were able to change its atmosphere from the morning rush buffet breakfast/lunch to a nice romantic enjoyable environment in the evening. The food was delicious and once again the desserts are amazing. Definitely try to hit up both of these location on your stay. Thank you Hard Rock for a wonderful vacation! We are already trying to figure out when we can come back next 😊