Hard Rock Hotel Riviera Maya - Heaven Section - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

23348 reviews

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  Entertainment Staff does a great job

  We just returned from our second trip as a family (kids 10 and 12) to the Hard Rock Riviera Maya. We had a fantastic trip. The customer service was exceptional all throughout the resort, but I wanted to give a specific shoutout to the Entertainment Staff. Each day, they scheduled various games and activities that created such a fun, lively, and vibrant atmosphere around the pool. My kids loved the games, and I really appreciate the warmth and friendliness the staff extended to my children. Big, big thanks to Giggie, Brau, and the rest of the entertainment team! I also wanted to give a shout-out to Hugo at Zen. I've been to teppanyaki a lot, and Hugo has some of the best teppanyaki skills I have seen. He was very entertaining. I also wanted to shout out to Marcos, who was a fantastic bellhop who provided excellent service. The only reason for 4 stars is that the resort has some wear and tear, which I think might be unavoidable based on the age and size of the resort.

  Oct 23, 2025
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  time for renovations!

  Check-in Experience: We arrived late, and the check-in process was quick and efficient. Unfortunately, our assigned room was located far from the Hacienda area, which was inconvenient given we were traveling with a stroller and two young children. Room Quality: This was by far the biggest disappointment of our stay. We were moved four times in just three nights. The first room had a strong mold odor and was visibly dirty. The second room still smelled of mold, the elevator nearby was broken, and we were kept awake by unexplained mechanical noises. In the middle of the night, we had to move rooms again with a two-month-old baby and a three-year-old child, which was exhausting, especially without a functioning elevator. The temporary third room had no working air conditioning. Our final room, while at least free of odor, still had issues such as a screeching toilet that made noise loud enough to wake everyone up. Overall, the rooms are in very poor condition and in desperate need of a major renovation. All-Inclusive Dining and Cocktails: This was our third stay at this resort, and to be fair, the dining experience remains one of its strengths. The main buffet and several restaurants have been beautifully renovated, offering excellent variety and good quality, especially for families. Drinks were well-prepared and consistent. The French restaurant stood out with its lobster soup and perfectly cooked lamb rack. We did miss the sushi bar that used to be in the Heaven lobby, and it was disappointing that live cooking stations like the taco stand and crepe station were no longer available in the evenings. Swimming Pools: We mainly spent time at the waterpark, which our daughter absolutely loved. The main pool was acceptable but occasionally felt less than clean. The pools overall remain a fun feature of the resort, especially for children. Additional Facilities: The kids’ club was underwhelming. We tried to join the children’s disco with our toddler, but she wasn’t allowed to participate because she didn’t meet the minimum age, even though we offered to stay with her. For children aged one to three, there is little to do besides the pool area. The entertainment was lively and fun, but we missed the atmosphere of the old Mexican Night, which used to take place in the Hacienda lobby with a small market setup. Staff: Service was inconsistent. Given the multiple room issues, we expected proactive support from staff, but we had to repeatedly follow up ourselves. There was little effort to verify room conditions before reassigning us, which caused unnecessary frustration. After escalating to the concierge, we were offered a complimentary massage as compensation. While a kind gesture, we would have much preferred a clean, functional room over a free spa treatment. Overall: We rate this hotel 2 out of 5 in its current state. The atmosphere, food, and overall amenities are still solid, but the room quality and staff responsiveness fall far short of expectations for a Hard Rock property. This resort is overdue for a full renovation, and we would only consider returning once those improvements have been completed.

  Oct 22, 2025
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  Couples/Adult vacation

  Sadly heading to the airport after a wonderful week at HR! The entire staff was so friendly from the instant we arrived until we left. Our butlers Moises and Paola made our trip so much easier and more enjoyable! The bartenders by the pool and inside were great, especially Micoul and Oscar as well as Esperanza. So many others too and I wish I could remember their names. Resort was chill and laid back and so pretty! My personal fav was the steak from Umo and all the food at Wai. We will be back!

  Oct 22, 2025
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  Great time being pampered at HRRM

  We were pampered by our butlers Moises and Paola. They took care of our dinner reservations, reserved our seats for the show, and just basically went above & beyond taking care of us! We had excellent spa services, the pool waitstaff took great care of us at the Eden pool, and overall everything was great!

  Oct 21, 2025
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  Great week.

  Great weather. Amazing food. Not too crowded. Stayed in Building #1 in adults only area. Only negative was noisy people coming back from Club Heaven at 2:30am every night making lots of noise. Esperanza at the HOF pool took great care of us all week!

  Oct 19, 2025