Hard Rock Hotel Riviera Maya - Heaven Section - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

23477 reviews

• 

  Wonderful fall trip to HRRM

  Beautiful property, excellent service. Fabulous weather. We stayed in the Heaven section and spend most of our time at Eden pool in the day time. We also enjoyed all of the restaurants for dinner. Did a repeat meal at Petit Cochin French restaurant because it was so enjoyable. Had a couples massage in the Spa and the facilities are exceptional. We also did a Mani/pedi. We are members and had the wonderful Butler team of Ignacio’s (Nacho) and Irmin. They took care of any need while on property. They made our trip extra special. We have had Nacho on previous visits and he is an asset to the company.

  Dec 03, 2025
• 

  Hard Rock 2025

  Lovely staff, loved the entertainment especially water spin thanks to Hector and Lalo the entertainment staff. Good great, plenty of restaurant choices on site. Clean and rooms attended to evtyday. Drinks service around the pool amazing thanks to Miguel, Marie and Omar. Recommend would definitely come back!

  Dec 02, 2025
• 

  Amazing and very thoughtful

  Otto was amazing, vets dance over ever So much fun with the water activities Danny boy and jazzi The coffee was fabulous and the servus was outstanding Miranda was helpful with cafe

  Dec 02, 2025
• 

  Jiggers+shakers

  Diego at Jiggers+shakers was fantastic. Best drinks and also the service was 10/10. Went and visited him every night!!!

  Dec 01, 2025
• 

  Very Dissatisfied

  The excitement was building Friday AM as we took a ride to our airport for the 7am flight to Cancun. We arrived to the Hard rock hotel Riveria Maya shortly after 3pm. We check into our sky terrace room with Diana. Javier greeted us and said he would be our contact person for whatever we would need during our 5 day stay from Midwestern America. Javier was patient, kind and professional. The bell person Jorge (excellent customer service);brought us to our room bldg 1, 3rd floor skyterrace. Neither my room wrist band nor did my roommates work. We get in the room with bell person Jorge's help and the patio door won't open. He brought us back to customer service and z x Jorge took us over to another Customer svc desk- spoke to a young lady named Angie. Told her about the room key and the dissatisfied appearance of the room view as it was clearly blocked by the ac units out in the distance there is some view of the ocean. She told us there was nothing else available until possibly Monday (in 3 days and the dY b4 we were leaving). Not at all what we paid for. WN vacations, I know you can do better. We get back to our room 1318 w/Jorge and now only 1 armband would work on the door. Jorge called his Mgr, who told him that he would escalate the matter of the key and the broken patio door handle. We were told someone would come to us to fix the armband. That never happened. The maintenance person arrived and had to totally replace the door handle as it was in fact not operational. With the help of his trusted teammate, they fixed it with quality . service. Next morning, we had breakfast with breakfast with the sales team- per Javiers recommendation. It was supposed to be a 90 min presentation- took 3.5 hrs. We said not interested every step of the way, we saw like 5 different salesperson and again responded w/we are not interested. Just wanted to try and make the best of the rest of our vacation. Day 2 we call for assistance w/ the arm band and end up going down to the customer service desk and again ask for a room with better view and to fix the armband. We're told the only thing available was a room facing the trees. Not acceptable as we paid for upgraded room type of sky terrace with ocean view. At the end of day 2 after telling our experience to several other staff, we finally got a young lady (I believe her name was Carmen) that told us she could probably move us to a rock royalty (slight upgrade) room tomorrow evening after 5pm. She took my what's app number and said some would call us by 5pm on day 3. Housekeeping service in 1318 was very good. We didn't hear from anyone by 530pm, so we stopped by the customer service desk and spoke w/ a gent named Carlos (tall light brown male). He said he would let his Manager know of all the issues we were experiencing (BTW Carlos was the 1st and only person able to fix the armband band/roomkey). He gave us the info for the new room and told us the bell hop would take us to old room and move us to the new room. Ahhh.... hoping for a better view and room stay experience, we arrived to room 2211. Yeah.... the view is better. There's a hammock, no sky terrace but hot tub in the room. That gained a smile finally out of us. Then we look around the room to get settled in for our last 2 nights. However, the room was not ready for a new guest. 1st, it was hot in the room (3hrs later) we find out the air is not working in this room. So, we call for maintenance. Then, we had to ask for hangers ( there were 2 lingerie hangers), no slippers or robes. There was no welcome bag, only 2 bath towels, no face or hand towels. The light in the closet was not working at all nor was the outlet in the bathroom the makeup mirror was. There was no ice bucket, tea, coffee or expresso pods. (Granted we only needed hot tea bags). We called downstairs at least 9 times a few times it was a kind person named Sam we spoke with expressing this long list of items for the room that wasn't ready for us. Maintenance came and fixed the air and the light in the closet. We received 1/3 of the items piece nilled to us that evening and the next morning. New room only 1 key was working. We left the door tag off next morning while we had our all day spa experience we left room at 10A. Returned at 530pm- the room was not attended to, still no hangers, no clean towels.

  Dec 01, 2025