Hard Rock Hotel Riviera Maya - Heaven Section - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

22925 reviews

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  Inconsistent Experience - Things close early

  I went for a business trip and brought my family here. I also stayed at the Hard Rock Cancun so I can compare the two. I would not go back to either properties if I had a choice. I’ll tell you the pros and cons of Maya Rivera with a comparison to Cancun. But if there’s one take away, is that this Hard Rock resort pool is open from 7AM to 7PM. It’s like they are catering to senior citizens. Pretty sure your average Marriott hotel pool closes later than that. 1) Check in: I was here for a convention and the check in for everyone was at the convention center. It was the worse experience ever. It took 10 minutes per person to go through the process. They didn’t have enough staff. The had about 8 tables and some were staffed with 2 employees, and some 1. I don’t know why didn’t staff all the tables with 2 employees. My guess is the owner of the resort wants to save money. Some guests couldn’t be found despite having the registration code. It go to the point where people were cheering when they completed check in. It was 1.5 hours of standing. They had very limited seating in the area so the elderly and young guests were forced to sit on the ground. 2) Amenities: pool. As mentioned their pool is 7AM to 7PM. Everything closes early. The worse part is when you check in there is no schedule of events. At Hard Rock Cancun when you check in you get several papers for the week. Restaurants times, activities for the week, kids club, etc. I thought maybe it was because I checked in at the convention center so I went to the front desk. No one was able to provide me a paper copy. I ended up taking a picture of their screen. The employees have digital copies. Poor experience. The water park was from 11AM – 5PM. Indoor kids play center was 10AM – 6PM. The bar at the pool closed at 6PM. Everything closes early. If they opened later I think we would have had a better experience. We are only paying a lot of money but can only use things on a limited basis. 3) Amenities: other – the indoor kids play area closed at 6. But the trampoline for young kids were only from 10AM-12PM and you need socks (this isn’t documented anywhere). Bowling, rock climbing and such costs extra money. Their “Vibe city” overall is nicer than what’s offered at Hard Rock Cancun. 4) Food. The main buffet, Marketplace was not as good as Hard Rock Cancun, and not as good as cruise food. Isla buffet was good but it was on the other side of the resort. The restaurants have a long wait (1-2 hours) so you want to get there when they open (if you can figure that out) or get there late. Restaurants close at random days, so you’ll need to figure that out too. For example, Isla wasn’t open for dinner, Italian restaurant was closed Monday & Tuesdays. We found that out the hard way after walking across the resort. Was only able try the French restaurant and food was good, though some were over cooked. 5) Food for the convention was terrible. I’m not sure why. We paid for the all inclusive rooms and then the organization paid money to host. Everyone had to eat 2nd meals at the restaurants because after one bite of the dinner serviced for the convention (hosted on the main terrace) no one wanted to eat more. Snacks and drinks were very limited during the convention. Coffee was empty, for example or it was only random junk food provided. The worse of all the conventions I’ve been to. If we didn’t attend the convention we would be roaming the restaurants…it is as if the resort skimped on purpose. We are already paying guests, we should get what we have paid for. The price for our rooms as a block was actually more expensive than if you booked as a regular guest and we got not resort credit (which we wouldn't' use anyways as prices are inflated, but still...) 6) Show – Shows were good. We saw 2. The theater is indoors so you’re not sitting in the humidity like Hard Rock Cancun. The magic show, for whatever reason did start 30 minutes late. 7) Rooms were acceptable. Know that if you’re on the first floor the sprinkler system will get everything you put in the patio wet. Learned that the hard way, twice. The provided hammock was a nice touch. Unlike Hard Rock Cancun, the hot tub here isn't in your way. 8) Check out – was quick and easy. Customer service over all was fine except for check in. Customer service at Hard Rock Cancun was worse

  Jul 13, 2025
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  A Rockstar Time!

  🎸 **Rockstar Butler Service & Unforgettable Experiences at Hard Rock Riviera Maya!** 🍸 **Stay Date: June 2025** Our time at Hard Rock Riviera Maya was a dream—and a huge part of that was thanks to our amazing butlers, Erika and Fernando. From the moment we arrived, both were incredibly attentive, warm, and professional. Whether it was a question, a request, or a hiccup in our schedule, they handled everything with grace and precision. One moment that truly stood out was when Fernando—who wasn’t even on duty at the time—jumped in to resolve a scheduling issue without hesitation. He contacted the scheduling department right away and had everything sorted before we even had time to stress about it. Talk about dedication! Throughout our stay, Erika and Fernando checked in on us several times a day, making sure everything was perfect. Their commitment went beyond service—it felt deeply personal, especially during a heartfelt conversation with Fernando that left us feeling like we were saying goodbye to a new friend. And we can’t forget to shout out Diego, the superstar mixologist behind one of the most memorable experiences of our trip. His mixology class was both fun and educational, striking that perfect balance of hands-on learning and pure enjoyment. Diego’s enthusiasm and expertise turned the class into an energetic, interactive adventure in flavor. We walked away with a few new skills—and a whole lot of laughs! Hard Rock Riviera Maya truly knows how to deliver rockstar-level hospitality. With team members like Erika, Fernando, and Diego, it’s no wonder we left already dreaming of our next visit. Paul and Janie Ingram

  Jul 13, 2025
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  Great time with Chef May

  We met the Chef May at Isla restaurant. He made us to have a great experience with his 5 stars service. Excelente professional . We recommend this great place a try to know this professional al friendly Chef. The food here is so good and the staff always trying you to have the best time in the hotel.

  Jul 13, 2025
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  Asombrozo

  We had an amazing time and a lot of fun during the foam party! The Entertainment Group composed by Axel Grecia Lalo Luna Chino Gigi Poncho did an excellent Job!! Willl definitely return!

  Jul 12, 2025
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  Amazing experience!

  The entertainment provided by Hector (Chino) and Valeria was exceptional; their performance was outstanding, and they both demonstrated excellent interpersonal skills.

  Jul 11, 2025