Hard Rock Hotel Riviera Maya - All Inclusive

Customer ratings & reviews

• 

  Really gone downhill…

  This is a very different resort than it was 4 years ago. It’s really gone downhill. Our room was good until the ceiling started leaking water. We called maintenance and they never came and the next day the ceiling opened up from the water damage and it was filled with black mould. It took half a day of our vacation to switch rooms and after all of that we were put into the same room category which was a bit surprising. Our 11 year was so excited for the water park. He spent days researching the slides on youtube and when we got there we were informed only 1 big slide was open. The rest were closed and he is too big for the toddler area. Apparently they have been closed since November. He was super disappointed and if we would have been told this when we booked, we would have chosen another resort. The buffet was closed for the week which created super long line ups because the entire resort was forced to go to restaurants. The food in general was just OK. For example, we ordered chicken tenders (loved them at HR Cancún and HR Punta Cana) and instead we got a chicken burger cut up. Lots of cutting corners. The legendary sales reps were super annoying. To the point we avoided the main lobby because as soon as we went in there they would follow you around trying to get you to attend a breakfast. Once of them even pulled us to the side and said he would give us $150 out of his own pocket if we would help him out and attend it. This is definitely not a 5 star resort anymore and for the amount we spent to come here we were pretty disappointed. Unfortunately our hard rock days are done.

  Jan 22, 2025
• 

  5 star concierge service and after sale

  Couple a bad experience but the take care of after it amazing they did everything to make me happy and actually made me forget it and will defenetly will go back there I recommend this hotel to anyone daily and couple super …………………………………………..

  Jan 22, 2025
• 

  Heavenly Honeymoon

  My husband and I had an amazing honeymoon at this Hard Rock Resort! We stayed on the adults only, Heaven, side and enjoyed our room, pool access, the beautiful water and beaches, and the dining! Our butlers, Naef and Samantha, were also so wonderful and accommodating! They sent us a few treats as they knew it was our honeymoon which made us feel extra special. We opted to not do any excursions on this trip, but never felt bored or like we didn't have anything to do on the resort for the 10 days we were there. We would recommend the spa as it was beautiful, clean, and so relaxing and safe their spa staff was very knowledgeable. We also took advantage of the nail salon and got mani/pedis. I wish their nail polish selection was a little larger, but they had the basics. We also had a great time doing an escape room, I believe there were 3 to choose from and we chose the most difficult one. We definitely would have gone back to play the other two rooms if we had time. Overall, we had an amazing and relaxing time and we were sad to leave. Thank you to Naef and Samantha for helping to make our honeymoon special!

  Jan 21, 2025
• 

  We go for the sun, we return for the people.

  As we get ready to once again travel back to the Hard Rock Riviera Maya in less than a month, I figured that I’d finally write my review from last year (February 14th to the 21st, 2025 ). Better late than never I guess. That trip, was our fourth time visiting the HRRM in the past five years (we only skipped 2021 due to Covid). Though our numbers over the years have changed (ranging from 13 to 21 people, with children’s age running from 3 to 17), our affection for this resort has not. Returning to vacation at the HRRM has always been such an easy choice for our entire group to make, as the resort truly offers so much to do for each one of those traveling with us. The rooms have always been clean, cool, and extremely comfortable. The restaurants offer all a wonderful variety of delicious options. The lobbies, their bars, and vibe city continue the days fun with entertainment from desert to the end of the night. As great as all of these have been though, what really makes our Holiday wonderful and so memorable, year after year, are the special and extremely hard working people who work there. Last year was no different… During last years stay at the HRRM, we had the pleasure of encountering an extraordinary staff member who seemed to be everywhere at once. His name is Ricardo Puc, and without exaggeration, his exceptional dedication to his work truly left a lasting impression on me as well as my entire group. We met Ricardo at the Roja pool, right after we checked in, as we made a beeline for our first dip. He was so pleasant, so welcoming, and so efficient. As our group of 8 adults and 6 children started to assemble, he quickly learned, and remembered, all of our names as well as our favorites. His attentiveness and knowledge of the resorts offerings were so impressive, making excellent recommendations that perfectly suited all our tastes. Every morning after that, even before seemingly starting his shift, he’d visit our area, with an already stacked tray of drinks, checking that we had everything we needed for a relaxing day by the pool. His ability to anticipate our needs (I’m pretty confident I never even had to ask once for a refill) was exceptional, making all the adults and children in our group feel like “Rock Royalty”. His enthusiasm and energy was contagious, making every interaction with him a delight. He shared interesting stories about the resort as well as his country. The genuine love he had for his job was evident in every gesture and conversation, creating such a vibrant and enjoyable atmosphere around the pool area. To our sadness, after a few days into our trip, Ricardo was rotated to the lagoon, but Ricardo being Ricardo, he went out of his way to help his replacement learn our individual orders, as well as explain the new cocktails a few of us had recently created. It’s people like Ricardo Puc that keep us coming back. If fact we had such a fantastic time, we rebooked before even leaving the lobby. In less then one months time, I will be back at the HRRM once again with my family and Group. I’m sure hoping to see some familiar faces of my friends from years past. If so, I’ll know it will be the best holiday yet!

  Jan 19, 2025
• 

  Best trip ever!!

  The service is impeccable! This is one if our top favorite HR resorts. We come to this one often, mainly due to the location and the people. We came with 14 friends and family for my husbands 60th bday. The entire resort made it so very special and memorable for us all. First of all we came back to request our favorite butler Mafer, who goes above and beyond for you. We were so happy and glad to see her again. And our other butler Paola was just as wonderful. Both of these ladies are top notch and we will always request them going forward. They went out of their way to make my husband and friends feel so special, like royalty! They spoiled us for sure, from our decorations, cabanas, dinners, room service, any request we had, they took care of it! They always kept us informed of daily communications, photos, events, reserved pool loungers and bali beds, spa, excursions etc. We cant say enough about them both! Paola and Mafer are a great team!!! They are so friendly, funny and sweet! If you really want the best, these two will make it happen! They really worked so hard for our big group, without any issues. The pool and beach concierge and waiters like Ekam, Jorge, William and Alex were awesome. April and party crew at pool made my husbands bday the very best ! Armando at the Zen teppan restaurant was so fun and talented. The Awaken Your Senses dinner was superb. Thank you Fernando and team. And Jose, the very best golf cart driver ever! He was there for us anytime we needed him, like our own personal limo service. The service, food, views and entertainment are all A+!!! All we can say is WOW!! Such a great trip! Thank you HRRM! The very best trip, yet again! We’ll be back soon!

  Jan 19, 2025