A shimmering compliment to the sparkling waters of the Caribbean Sea, this romantic, adults-only resort appeals to honeymooners, spa-lovers and couples looking to tie the knot or fall in love. An inviting blend of service and amenities, guests are treated to a dynamic selection of restaurants and bars; pampering spa services; daily and nightly entertainment; a variety of non-motorized water sports and spacious guestrooms featuring a private balcony with a hammock, 24-hour room service, Hydro Spa tub, and plush bathrobes and slippers to use throughout your stay.
LocationRiviera Maya - Beach
General Policies & Fine Print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring-break-free environment.
A price may display when children stay free, if your vacation includes transfer to your hotel.
Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
A maximum of two pets are allowed per room. The hotel is not responsible for providing food for pets due to each pet's particular diet/eating habits. The pet friendly program allows for each pet to be a maximum weight of 48.5lbs and a height of 15.7in. The program requires a fee of 150USD plus tax per pet, per stay. The hotel will not provide kennels or crates.
Customer Ratings & Reviews
TripAdvisor Traveler Rating20900 reviews
First time at an all inclusive resort
We just got back from a 1 week stay at the hard rock riviera maya. Apparently we went on a busy week. First day I waited for 2 hours for room service. It was our first time coming to a resort and I felt a little overwhelmed. The food was not great we tried all the restaurants in the "red lobby" I did like the coffee bar and ice cream. we did like the build your own omelette because it was made to order and fresh. I did enjoy the massage that we book, we even booked 2. We also appreciate our butlers Mauricio and Erika. We got the butlers on day 3 and that is when I started to feel like things got easier. They were very helpful and friendly. They helped us with information, booking shows and restaurants. Took care of setting up transportation to the airport. My kids enjoyed the kids side. The water slides, the bowling alley, gaming room. I was grateful to have met Karen the lifeguard while the kids were swimming. I felt safe because of her. Mauricio and Erika were absolutely kind and on top of everything. Thanks to them we had a good time.
Best Friends Wedding
We spend a week at The Heaven at the Hard Rock hotel. There is very little exclusive for adults who have paid extra to stay in Heaven. We had a sky terrace room and only used it once! All in all I don’t think it’s worth the extra. It’s a lovely big resort so lots of choices of where to spend your time between pools & beaches & plenty of restaurants to choice from. Food was an issue for us very few vegan options. No Avo on toast or Tomato Pasta in site I don’t think they fully understand the difference between vegetarian & vegan. All portions are tiny & often cold. It’s catering to the masses not 5* fine dining. Although the French restaurant is very nice with outdoor tables. All the staff we came across were full of smiles and friendly greetings & the property is generally clean & tidy. But it is showing signs of neglect. Indeed the signage was quite shabby along the beach front. All this said we had an amazing week with friends to celebrate their marriage which took place at a private villa not at the hotel which was a bit like a conveyor belt of happy brides. At least 4 maybe 5 weddings a day along the beach front area.
We went group of family group everything is bad The room is back very small and dirty we had a very bad experience, the.
We went group of family group everything is bad The room is back very small and dirty we had a very bad experience, the whole group of people we went for a week and we wanted to go right away we stay because we didn’t have any other choice at that time. Everything was bad stay away from that place.
Not My Cup of Tea
The main issue we had with this resort was that the size of our room was misrepresented online because it included the patio in the room dimensions. We got a skylight terrace room that was up the stairs, had a door that locked, and required the use of your room key/armband but ours did not work. Luckily, only one of us went up there and got locked out otherwise we would have all been locked out of our room with no way to get in. For dinner reservations, you have to go to the lobby every day to attempt to make a reservation for that day or the next only but even when we got in line right when the table opened at 11 am there were few reservations left. Also, we thought we got specific amenities for staying in the Heaven section but you do not. All the areas marked as Heaven are actually for all adults regardless if you stay on the adult or family side. As far as we could tell we got no benefit for paying extra to be in this section. Room service took about 2 hours to deliver food and the food I got was un-edible (pasta bolognese with no sauce and Caesar salad with mayo for dressing). There are no drink menus at this resort so you have to know what to order, we would have liked to know their signature drinks. Our tv did not work for most of our stay, the only channel that worked was someone playing guitar cords. The Thai and Mexican restaurants in the adults section were very good but they were closed some days without warning. We waited 2 hours to get into the Italian restaurant one night. Aside from the rooms being tiny, there is no door to the bathroom and the wall above the bathroom sinks is open to the bed. The toilet and shower do have glass doors but we would have liked an actual door to the bathroom for changing/getting ready. The adults-only pool with a swim-up bar was too cold to swim in. Signage in the resort was limited and elevators were scarce. For breakfast, we tried the adults-only buffet but there was only one grill station that everyone congregated to so it was difficult to get food there. When we went for lunch it was less busy and the food was very good. We did book a cabana which we got excellent service and designated chairs at so that was the way to go. The teppanyaki tables were also amazing (even if the only reservation we could get was for 9:30 pm). We spent a lot of time in lines waiting and it was confusing who did what. Vacation Planners did the cabana, the concierge did room requests (like door decor for birthdays), bell boys did luggage pick-ups, and front desk did check-ins. Overall, it did not feel like we were on a tropical vacation since they primarily played pop/rock music. The resort also had many areas that looked old and outdated.
Best vacation Hard Rock Riviera Maya
Just came back from a wonderful two week vacation at Hard Rock Riviera Maya. Staff, restaurants rooms were great. Pools were not warm (prefer a littler warmer) two weeks there only went in maybe 3 days it was like ice . Weather was great high 80 but not enough to make any of the pools warm. However there still were people in the pool. I would like to mention a few people that made our trip even more enjoyable. The restaurant Faro was very good. Served breakfast and lunch. Had the same staff for both shifts. The hostess Maricruz, staff Sara, Manu and Mac which I did not get a photo were excellent. Always ready to get whatever we needed and always there filling our coffee cups. The restaurant Wai and Umo, Miquel was excellent we had him at both restaurants . The whole staff was amazing and the food great !!. Pool waiters Erasmo and Osbaldo excellent can’t say it any better. Always brought us a bucket of ice with water always filled out drinks: both gentlemen were outstanding. Last bit certainly not least our “two family members who we met many years ago before it was hard rock. Aline Alvarez Hoil the best vibe manager and friend. Always willing to make a special visit to say hello. Rosy Hoil she now works at Unico but made a surprise visit to us at hard rock . We took a day pass to Unico and it was so good to see that beautiful smile. Thank you wonderful staff . Our butlers who we did not get s photo Moises and Vicente best !!!! Made our stay memorable. The best . Thank you to everyone involved. We will see you next year !