Hard Rock Hotel Riviera Maya - Heaven Section - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

23536 reviews

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  A Memorable Stay with Friends and Family

  I recently stayed at the Hard Rock Hotel Riviera Maya with a group of friends and family, and our experience was truly memorable. We reserved four Deluxe Sky Terrace rooms in the Heaven section (adults only), and each room was clean, spacious, and provided a comfortable haven after our days spent exploring and relaxing at the resort. We did run into a couple of maintenance issues during our stay. The bathroom sink in one of our rooms had a drainage problem, but after messaging the concierge, Charlie Silva, on WhatsApp, it was quickly resolved. We also encountered a slow-draining shower, which took a little longer to fix—it was finally repaired after my third message to Charlie over three days. While these issues were a minor inconvenience, I appreciated Charlie’s attentiveness and willingness to help. Dining at the resort was a highlight for us. Every restaurant we visited served delicious food, and the bars impressed us with top-shelf liquor options. This was the very first resort where I found my favorite Patron Silver Tequila, which absolutely made my stay. We also loved spending time at the pools and beaches, where there were always plenty of lounge chairs available, making it easy for our entire group to unwind and soak up the sun together. The resort is large and spread out, but the convenient golf cart shuttles made getting around simple and stress-free. All things considered, despite a few minor maintenance hiccups, our time at Hard Rock Hotel Riviera Maya was wonderful. The combination of comfortable rooms, outstanding food and drinks, beautiful pools and beaches, and helpful staff made it a vacation to remember. I would highly recommend this resort, especially for groups of friends and families seeking a fun and relaxing getaway.

  Dec 23, 2025
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  Wonderful time with friend in Cancun

  We had such a good time we did not take adantage of half of what they offered. The Hard Rock Riviera Maya has wonderful lagoons and pools. We floated for hours. The nightly entertainment was outstanding. They had too many places to eat. We couldn't try them all. We had butler service for this trip. Paola and Moises were wonderful, attentive and made our stay extra pleasant. We will definitely make a trip back there soon.

  Dec 22, 2025
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  Hard Rock can't handle large groups

  This hotel struggles with accommodating large groups. There were so many issues with this place that I could write the longest review, but I’ll give you the basics so you can decide if it’s right for you. - We booked four rooms, but one was already occupied, which was a bit embarrassing when we arrived and found the guest inside. - Most of the buildings were in terrible shape. When we arrived during a rainstorm, most of the buildings were flooded. The rooms were also old and in poor condition. - Dinner was THE WORST. Since there’s "supposedly" no reservation system, we went to CIAO one night at 6 p.m. They told us there were nine families ahead of us. We waited 60 minutes and asked again, and there were five families left. We asked again 30 minutes later, and they told us we wouldn’t get a table because it was full. The hostess seemed bored of our repeated requests. We ended up at Los Gallos instead, and I could hear the hostess talking on the radio with staff from CIAO about us. When we finally got seated at Los Gallos, CIAO called us and said our table was ready, which at that point it was adding insult to injury. - The next day, I asked to speak to a manager, but they denied my request. Instead, I spoke to a supervisor named Dino, who apologized and offered a “reservation” for my group at TORO. Great! What could go wrong? Of course, we arrived at the confirmed reservation time and there was no table for my group. “You need to wait an hour, sir,” they said. I rushed to the lobby and asked for the manager AGAIN, but they denied me. I guess the resort managers are SO important that they just refuse to meet with guests. Instead, I spoke to another supervisor AGAIN who asked me to move my group to FRIDA, promising that I would get the TORO menu there. Guess what? I moved my entire group, and the staff at Frida had no idea what was going on. Oh, and then, our table at Toro was ready! So we had to move again to Toro to finally get dinner. I travelled to celebrate my brother’s 50th birthday at this hotel, but the absolute lack of communication between the Hard Rock staff ruined the experience. It was a shame. Of course, I wouldn’t recommend this hotel for anyone, especially for large groups. There’s simply too much work to be done to make this property a viable option in the Mayan Riviera.

  Dec 22, 2025
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  7 day honeymoon!

  Hector and Brau and Jazzy was an amazing part of the entertainment team made our experience amazing! Carlos and uriel were amazing bar staff serving us quickly with a smile! Was an amazing experience highly recommend and look for these amazing staff members when visiting!

  Dec 22, 2025
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  We went for honey moon

  We had a great experience. Carlos at the pool bar was awesome!! Hector was checking in with us everyday making sure we were entertained and having fun. A good resort for a good time!!

  Dec 22, 2025