Hard Rock Hotel Riviera Maya - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

23640 reviews

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  Chairs in pool area

  Orlando was great and patient! He helped find and move multiple chairs together so my friends and I could sit all together.

  Feb 10, 2026
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  Facial

  Eric and Orlando gave great facials at the pool

  Feb 10, 2026
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  Our second trip, even better than our first!

  This was our second trip to HRRM in a year, and this place continues to meet all of our expectations and then some. We went for 10 days, and we had a fantastic experience. We went as a group of 4 families (8 adults 7 kids) and all of us had been to Mexico in the past. We are also Legendary Members and had the ability to get a butler for our group. This was the first time we did this, but it made the trip so much easier with a large group. It was so easy to get seating at the pools, dinner, and shows daily. We had Moises and Paola as our butlers. We clearly hit the jackpot with them!!! They were responsive, fast and always made our lives easy. We never had a no any question we had , and always looked for an option to take care of us. Moises has many great skills that come out as he does his job. If he has the ability to move up in the chain, he should be promoted. He is genuine and kind to everyone and it showed in his work. It was always nice to see them around the property and they are truly an asset to the organization and well represented the hotel. Most of our friends have never been to a hard rock and they were blown away by their staff. The property is clean, always being well maintained and kept up. There was always staff working and keeping all aspects of the property clean. The pools were nice and clear, and I felt good about getting in without feeling gross. It was a little cold but once you were in it was fine. The swim up bars were actually very empty, but the bartenders did a great job getting drinks out. We didn’t have any detailed drinks, but all were good and the servers always came around to make sure we were attended to. Our rooms were the sky terraces and they are great for a family of 4. Our kids got good sleep and the beds were very comfortable. Our kids did kids club and LOVED IT. Even our oldest really didn’t want to go, but after she went she wanted to stay longer than we expected. They do a great job with kids and keeping them entertained. Night shows were awesome! I loved every show and our friends mentioned how much better they are than other resorts they have been to. The only negative review I have is that food service is slow. We had reservations for the 8:30 shows and went were seated at 6:30 for dinner.. we almost missed the shows due to waiting for our meals. Also kids were given their full meal before adults were given a main course. It made it hard for us to entertain kids and eat at the same time. The only exception was for Zen when we had hibachi. For the most part, this place is awesome. And great for families. We will be coming back again in the future.

  Feb 10, 2026
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  Aribo bar is great for evening drinks!

  We had a great 10 day holiday here in February 2026. If you stay make sure you go and see Mukul in Aribo bar, a huge welcome and he kept the wine flowing too!

  Feb 09, 2026
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  Disappointing

  This is my third stay at an all inclusive Hard Rock, the first two being in Punta. We had nothing but issues in Rivera Maya from room service never showing up with the food we ordered, with the worst being our sky terrace tub flooding into our room and the room below us. When calling the front desk with this issue, no one was ever sent. As water is pouring into the room below us from our room. Thankfully, we got in contact with Fernando from the concierge team who single handedly was the only employee to help us on this trip. If he was not on shift, we were out of luck with a flooding room. Which was 3 hours before someone came. Fernando personally came with maintenance both times to address the problem, which was appreciated. When checking out, we were told our spa charge would be compensated the night prior, per Fernando trying to make things right for us. A paper was signed by me stating the charge would be removed. The front desk lady was extremely unhelpful with this and did not want to remove the charge. I expressed why we were given compensation due to a flooding room and not being able to utilize the room upgrade we paid for. Her response was “Well you booked with an agent so that is not on us.” As if that makes it seem like our concerns weren’t a priority because we had a travel package. Paradise pass is promoted for your resorts and should be treated the same as any other paying guest, if not valued more due to us purchasing these passes at your resort with plans to return. We purchased another one of these packages prior to this issues happening while on the resort and we would not have after this experience. Our concerns were completely disregarded due to booking through an agent that promotes Hard Rock’s business and stands outside of your resort for package purchases. All while other guests are complaining of hearing animals in their walls and the resorts solution is to put traps in their room with children in it. The service I have experienced here is unacceptable and have not met the expectations set by the resort in Punta Cana. I would not recommend this resort solely based off of the lack of service provided to resolve issues.

  Feb 09, 2026