Hard Rock Hotel Riviera Maya - Heaven Section - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

22576 reviews

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  We loved It!

  There were many negative reviews on this resort and I considered cancelling however we found no fault with this resort. We were 2 families with girls ranging from age 9-13. The beach was actually a bonus that it was enclosed. It was very pretty and calm and we could snorkel and see fish. The pool was very clean. The atmosphere was great, staff very friendly, food was fantastic, lots of options. Wait times for dinner varied, if you go early you can get in right away (5-5:30pm). It wasn't extreme waiting and if we decided not to wait we ate elsewhere. Hibachi was a fun experience, I would recommend that but you need to go early to get a spot. We mostly ate at the buffet and Toro (steak house), Toro has a nice buffet breakfast too if the main buffet line is busy. The line does move, but some mornings we ate at Toro, it was a bit quieter. The Queen show was great. Didn't love the light / fire show by the pool one night, a bit repetitive. The buffet restaurant was great as well as quick food by the pool. Drinks were very good quality. We did visit the entertainment building (trampoline / jungle gym) just once for a break from the sun and the kids did the water park a few times. There was a food truck there with hot dogs etc. Mostly the pool and the beach were the hot spots. We were in building #9 on the family side, 2nd floor with a balcony towards the pool / vollyball court was just outside our room. The location was superb, close to everything. Our room was renovated. We had no musty smell, although the other family also in building #9 did deal with a musty smell and issues with their air conditioner not working all the time. One issue with the rooms is that the main door is paper thin so you do hear people walking by, but being on the family side it was extremely quiet each night. There was no noise late at night. It was really in the morning you would hear people in the hall and I think maybe a couple nights we heard people returning to their room. Not a big deal, it was never super late. Some of us took a private cab to Playa Del Carmen one day for shopping. We just had the guys at the front call someone. The cab checked in and out at the gates and it felt very safe and secure. They took note that there were 4 guests leaving and where we were going and then upon return we were checked back in. They took the name of the cab driver / company credentials. We were nervous to venture off and this felt really safe. We did have 1 guest get ill for a few days, but we were not sure why he fell ill. All the food / buffet looked very fresh. Maybe he picked up a bug. Can't say for sure. No one else got sick. I think with destinations like this there is a higher risk of stomach upset for most people and of course it's germy as you are around lots of people. If you want an umbrella by the pool you must go down early and claim your spot with a towel / personal item. We did this generally around 7am most mornings and that's when lots were still available. On days that we could not snag an umbrella there is a big shaded area over the main pool bar with tables, and a few days I would set up in there, as I like to sit in the shade and you could still see our group by the pool. We brought our own snorkels from home and tubes for the pool. We went through lots of sunscreen and it's expensive at the hotel. I brought 2 spray bottles and 1 big tube and used all that. It was the perfect amount for 7 days, but I would bring more just incase.

  Apr 01, 2025
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  Best service we've ever had

  The service at this place is absolutely phenomenal. We've vacationed in the Riviera Maya 19 times and never been treated as well as we were here. Our butlers, Paola and Moises were outstanding in every way. David at the Dive Bar is, undoubtedly the best server on the resort. We'll definitely be back!

  Mar 31, 2025
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  Even the teens were impressed!

  Wonderful time away for spring break with six families with teenagers. The food was fantastic, the entertainment team does a great job keeping you busy around the pool, and the staff were attentive. We were in building 4 on the first floor. We had no problems with our air conditioner or musty smells. Our friends had some air conditioning problems but within a couple hours of bringing it to the attention of management, maintenance was taking care of the problem. So just speak up if you have a concern. The Queen show and Rock Show are fantastic!!! Don’t miss them!! Drinks were great- if you are picky be specific when ordering about what you want. Be patient at the restaurants, the food may take some time but just order another drink 🍹 😄The food is great. Go right at 5:15 if you want to get right in (and know if they say 2 hr wait it will likely be 90 minutes). You can take a buzzer and grab an appetizer and drink somewhere else while you wait. The beach was beautiful and full of fish. We brought snorkel gear but you can see the fish without even diving below the surface! It was spring break yet we never felt it was overly crowded. We stayed mostly by the blue pool which had more of a “grown up” vibe and fewer young families. Overall, we all want to return!! We worked with @tripguy to book our vacation.

  Mar 31, 2025
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  Instalaciones old fashioned pero actividades muy bien

  Fuimos a la boda de uno de nuestros amigos, y aunque en general la experiencia fue agradable, hubo bastantes áreas de oportunidad, como por ejemplo que no hay un menú tan variado y casi no hay opciones de mariscos. Las habitaciones muy pequeñas y mal distribuidas, la tina estorba, debería estar dentro del baño La cafetería, el Spa y las actividades de entretenimiento las ame sobre todo Emi, súper platicador y carismático nos hizo bailar acuaerobics jajaja

  Mar 31, 2025
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  Wonderful wedding

  Everything of the whole trip was perfect. The Hotel, the rooms, the restaurants and the pools and beaches :) The perfect place for a wedding and a vacation. We loved the wedding location and the work of the vendors. Especially the pictures from JJ photo studio are so stunning. The photographer did an amazing job. Can’t wait to celebrate our 10 years anniversary at this place :)

  Mar 30, 2025