Hard Rock Hotel Riviera Maya - Heaven Adults Only - All Inclusive

Three pool options with one being adults only was great. The staff and guest were all very friendly.

Pools, lobbies, and common areas were super cool, modern, and clean. Food was very good and service was always excellent and quick. The bands that played at night were a lot of fun. Our room wasn't perfect. The in-room tub was missing the power button for the jets, so we couldn't turn them on, and when we tried to fill the tub some sand-like substance came out of the jets. It probably hadn't been used in a while. The room was a bit dusty and was most noticed on the headboard. Rooms down the hall were getting totally gutted and upgraded so I'm sure ours was next on the list, which is probably why some things were needing fixed/replaced. The bed was SUPER comfy. I would definitely return to this resort and bring our kid next time. The kid activities and areas look so fun! The one thing we totally missed and wish this resort had was hot tubs! It is advertised that they have them and some of the pools have "spa tubs" - but none are true hot tubs.

I had a few issues while there but the woman at the Heaven desk called me as much as possible to try and fix the issues. Buffet food not very good but Thai restaurant was good. Pools beautiful and pool bar was nice. The jacuzzi on the beach was very dirty.

Servicio de alimentos muy bueno, los restaurantes a la carta no te limitan a un platillo ni a una sola entrada por noche. La playa es artificial

Gracias a los chicos de concierge y recepción por ayudarme con mi habitación y pude usar la habitación más tiempo mi vuelo salía muy tarde y precisamente por eso me ayudaron a salir más tarde, una atención excelente me sentí muy satisfecha con todo en el hotel, totalmente recomendado desde el momento uno, amé los restaurantes que a parte de tener vistas increíbles tienen comida de calidad sobretodo un personal excelente fui sola y necesitaba grabar contenido para redes sociales en cuanto a degustación y los chicos tanto meseros como hostess se prestaron de una manera muy accesible para las grabaciones, sin duda esperen un reel de mucha satisfacción acerca del hotel y sus restaurantes, de las instaciones en perfecto estado y totalmente limpias sobre todo me sorprendió la fauna que existe aún en el lugar ame nadar con peces en las caletas y cobre todo el paisaje es de otro nivel. Tiene todo el lugar!!! Joseph, Héctor, Iván, Jair Gracias por todo

The food and drinks were very good for Mexico. The rooms where nice. The staff were very attentive. Our only small complaint was that there wasn’t enough golf carts taking people to and from the two lobbies.

Muy bonitas las instalaciones solo falta más transportacion a las habitaciones y áreas hay mucho que caminar y se pierde mucho tiempo además hay g nte mayor que no pued caminar esas distancias

There us room for improvement ! Hard Rock should assure Entertainment every single day when it comes to nigh-time for adults!! The only reason I will NOT come back or recommend the hotel is because the nightclub doesn't exist on week days Cannot dance at night on week days! After 1030 pm the place is dead!! Heaven bar is only open until 1 am When people are in vacation they want to party!! Otherwise everything is very good!! Food is excellent, great service! And the hotel is very clean and beautiful!!!

Pools close too early. 7pm... that sucks... property nice... rooms nice food excellent.. truly all inclusive... beach sucked... small and it was seaweed season so don't go during this time.. I was there at the end of July... alsp be aware of the time share crap... too many people trying to sell a time share... but I will go back... for sure..

Lots of construction which i understand is necessary but also is annoying when you pay good money for a vacation..staff was fantastic...pretty much stayed on the adult side the whole time...rooms were nice but a bit dated..

Lots of construction going on around early December broken water pipe in building one hall flooded our room overall besides that it was a good stay recommended

The only good thing about the property is the fitness area. All other areas and aspects of the resort were below subpar in my opinion. The hallways and entryway to some main points throughout the property suffered from leaks and subsequent buckets were everywhere. The landscaped had gum wrappers, snack wrappers and other debris in clear site. The pool area furniture was rather dated and showed visible signs of wear. The waitstaff at the pool was hit or miss, some where good others were very disinterested in helping you. Thats all before I get to the room and the visible mold on the shower head, this in the upgraded Adults Only 2 story terrace room. The steps leading up to the terrace were very dusty, leaving us very uninterested in going back up. I could go on and on, needless to stay I was not happy with my stay. This is not a property that should be rated at 5-Star. I have stayed at many others resorts and this one by far has been the worst. I will not be returning, nor do I recommend it.

The room was very clean. Unfortunately didn’t get to use the tub in the room the water was coming out very yellow/orange. Restaurants were good until mice poop fell from the ceiling on to my food. :( lots of monkeys running the property. I felt like I was in the movie Jumanji. Room service never came to clean our room the entire 5 night stay. A little disappointed..

Pools, lobbies, and common areas were super cool, modern, and clean. Food was very good and service was always excellent and quick. The bands that played at night were a lot of fun. Our room wasn't perfect. The in-room tub was missing the power button for the jets, so we couldn't turn them on, and when we tried to fill the tub some sand-like substance came out of the jets. It probably hadn't been used in a while. The room was a bit dusty and was most noticed on the headboard. Rooms down the hall were getting totally gutted and upgraded so I'm sure ours was next on the list, which is probably why some things were needing fixed/replaced. The bed was SUPER comfy. I would definitely return to this resort and bring our kid next time. The kid activities and areas look so fun! The one thing we totally missed and wish this resort had was hot tubs! It is advertised that they have them and some of the pools have "spa tubs" - but none are true hot tubs.

I had a few issues while there but the woman at the Heaven desk called me as much as possible to try and fix the issues. Buffet food not very good but Thai restaurant was good. Pools beautiful and pool bar was nice. The jacuzzi on the beach was very dirty.

Room was awful, smelt like mold and the head board was all peeling.

Property needs major upgrades building is falling apart. My room smell like mold certain areas in the hotel in the Haven, adult building also smell like mold, a lot of water leakage on the floor and coming from the ceiling.

Ese hotel debería de ser 3 estrellas Las habitaciones están bastante mal Tuve que cambiar 2 veces de habitación La comida de los buffet estan de muy mala calidad

To begin, I want to clarify that the service and staff are excellent and beyond here. All very polite and friendly. However…. This property was in terrible condition when it comes to humidity. And the building infrastructure but the worse was that I had a cockroach coming out of the shower awhile I was taking a shower and all the mirrors were not even swiped!! When I call the reception it took them 40 min to come and spray the room and the smell was unbearable, to tap it off the next morning we had a noise of the maintenance people banging the hammers and the loan at 9 am so this is the reason for my raiting. I have videos and pictures to share

I paid a $500 deposit when I booked the trip in May. When I arrived at the resort in Aug, I had to pay the full amount as they did not account for the deposit. Although, Expedia recognized it. Also, when I checked in they did not provide any information except the cost if I loose my wrist band. The food and the areas around the property was nice but not the room. There were cracks and water damage in severals spots on the ceiling.

Lots of construction going on around early December broken water pipe in building one hall flooded our room overall besides that it was a good stay recommended

Habitaciones muy pequeñas

It’s ok if you’re looking for mediocre. The interior of the rooms (there were 8 of us) all looked very old, in the sense of too many coats of paint, loose floor, slanted floor and mildew smell. The amenities were nice. The breakfast buffet was the best.

TODO EXCELENTE MENOS EL RUIDO DE LOS HUESPEDES EN EL EDIFICIO 2, LLEGABAN GRITANDO EN LA MADRUGADA Y PASABAN HACIENDO RUIDO

We spent nearly 3500 on a vacation for two with a swim up room. Our expectations for superior service were met, the staff is wonderful and kind. But in all truth - the food was mediocre at best and the reservation system isn’t the greatest either. We were very disappointed in our all inclusive meals except for Wai - the Thai restaurant. Our swim up pool room faced the restaurant Faro and had no views of the ocean. We literally stared at a wall. Overall, we don’t recommend the hard rock if you’re looking for elevated dining and a peaceful vacation. We were on the adults only side, so we can only speak to that area. But overall, if we ever go back, we would definitely stay elsewhere for the price. We paid over 1000 a day for accommodations and mediocre food.

Pools, lobbies, and common areas were super cool, modern, and clean. Food was very good and service was always excellent and quick. The bands that played at night were a lot of fun. Our room wasn't perfect. The in-room tub was missing the power button for the jets, so we couldn't turn them on, and when we tried to fill the tub some sand-like substance came out of the jets. It probably hadn't been used in a while. The room was a bit dusty and was most noticed on the headboard. Rooms down the hall were getting totally gutted and upgraded so I'm sure ours was next on the list, which is probably why some things were needing fixed/replaced. The bed was SUPER comfy. I would definitely return to this resort and bring our kid next time. The kid activities and areas look so fun! The one thing we totally missed and wish this resort had was hot tubs! It is advertised that they have them and some of the pools have "spa tubs" - but none are true hot tubs.

I would expect a little more coming from the Hardrock. The standard staff was amazing and very attentive. Our room was small, their was no shampoo in the bottles, the room took forever to cool, and the terrace level balcony latch didnt work (which wouldn’t have been an issue as it’s a private level terrace) but there were workers fixing the balcony next to ours that hopped over to our balcony. As they were heading down the stairs on our room they saw me and my husband in adult activities on our bed. We have no clue and no warning why they went to our room. The managment did give us a $100usd resort credit for the inconvenience and fixed the latch. Honestly I felt more uncomfortable as their workers saw me naked. The last night of our stay was when we actually felt welcomed. When cleaning came in they decorated our bed and left us a bottle of champagne. I was there with a big wedding group and I own a wedding planning company. I am also a verified vendor with Hardrock international. The adult only side was very underwhelming compared to the family side. But I guess that’s to be expected as adults might want to relax. They will try to have you buy tickets to CocoBongo at the pool… just purchase on your own. Our tickets were very high up and couldn’t even enjoy the show. Overall this wasn’t the vacation I expected especially from a place with the Hardrock name.

The property shows age, for instance. The stairs leading to the roof were old, creaky, and warped. picture showed tub in room. tub was located on roof. not a large jacuzzies like pictured in add. The workers were great, Maria at afar was awesome

I paid for the adults Heaven since we were there with 60 other family members thst were allbadults and we were the only ones to moved to the family resort. Our room had a water leak in the ceiling as well...and the concierge was only able to book dinner reservations between 11am-2pm which was when we were away for excursions. Could keep going but it was a great experience for us but we did tye best we can.

Lots of construction which i understand is necessary but also is annoying when you pay good money for a vacation..staff was fantastic...pretty much stayed on the adult side the whole time...rooms were nice but a bit dated..

Resort was even better than the pictures. Amazing staff, very accommodating.

No me dieron al registrarme lo que compré que fue una habitación en zona de adultos, los meseros tardaban horas en atender y levantar los platos sucios, las sopas y cremas del buffet estaban espantosas, todos los días que fui a el buffet y en la cafetería tenían una crema de champiñones que ya estaba con espuma, estaba agria y el Chef todavía dijo que estaba buena, para llevarnos la contraria. No fue nada buena la experiencia, me extraÑa que se cataloguen 5 estrellas.

I loved it! I definitely want to go back! The staff was warm & friendly.

Manu at Faro is amazing. Loved Japanese restaurant forgot his name. I loved that Everyone spoke English really well. it’s a beautiful nice place. I would have given 5 stars ⭐️ But I did not like is our very first morning there they kept us in a sells meeting, trying to push sells. We had to tell 5 people NO. Not the time or the place to push sells. We are on vacation! We want fun and not to be pushed around by sell people!!!

The food was 5 stars and the drinks were amazing. Hotel staff get 2 stars. Major issues with our room and trying to get housekeeping to clean the room on time. Front staff then tried to trick us into signing a waiver of claims and rights because it was raining so bad people were falling and getting injured at the resort. When we declined to sign away our rights, everyone became very cold.

1st be warned as soon as you enter the resort you will be escorted to the lobby where they will try to sell you time share and you will not be checked in until this happens We stayed at the heaven adults only side which was nice but there were zero activities going on at the pool, there is not adults only lobby so enjoy the kids running around the lobby. Also the majority of the guests are in the late stages of their life. If you want to have fun at the pool go somewhere else because the only other pools is hacienda azul where you can enjoy Kenya, and ping pong completions kids are also allowed at this pool so don’t hold your breath for adult fun. The employees are nice and accommodating The room was mediocre I upgraded to a rooftop room in which the hot tub had two temperatures scalding hot or freezing cold, the new tubs they put in are not wired to allow the jets to work. More on the room spent two days without power and no water intermittently. The adult side which is called heaven has zero bars with exception to the bar in the restaurant, also beware if you stay at heaven they will tell you only heaven guests can be over in the adults only pool by way of special bracelets, the fact is they let anyone from any level of stay partake in the heaven side of the property. 3 years ago this place was a great time and a ton of activities for adults. New ownership and it’s gone to the wayside. I will not return.

The employees were amazing. We had a wonderful vacation.

Excellent service from all staff. Very good food and services in all restaurants visited so far.

En general la atención por parte del personal que atiende en recepción, maletas y restaurantes es excelente, personalizan el trato; hay buena variedad en la comida de los restaurantes, nos tocó una recamara con muy buena vista al mar. Lo que nos desagrado fue la insistencia del personal de legendary y el trato tanto en las formas y la manera de dirigirse hacia nosotros, pues hasta mostraron una actitud de enojo por no adquirir la membresía. Esto la verdad si deberían cuidarlo,creo que hay formas más cordiales para atender, pues si vi diferencia vs otras marcas con lss que también ya hemos tenido la.experiencia

Pools close too early. 7pm... that sucks... property nice... rooms nice food excellent.. truly all inclusive... beach sucked... small and it was seaweed season so don't go during this time.. I was there at the end of July... alsp be aware of the time share crap... too many people trying to sell a time share... but I will go back... for sure..

No beach

different dining options. we were far from the main entertainment. building 1 all adults heaven. staff were great n very friendly!

Three pool options with one being adults only was great. The staff and guest were all very friendly.

Animals around

Servicio de alimentos muy bueno, los restaurantes a la carta no te limitan a un platillo ni a una sola entrada por noche. La playa es artificial

Gracias a los chicos de concierge y recepción por ayudarme con mi habitación y pude usar la habitación más tiempo mi vuelo salía muy tarde y precisamente por eso me ayudaron a salir más tarde, una atención excelente me sentí muy satisfecha con todo en el hotel, totalmente recomendado desde el momento uno, amé los restaurantes que a parte de tener vistas increíbles tienen comida de calidad sobretodo un personal excelente fui sola y necesitaba grabar contenido para redes sociales en cuanto a degustación y los chicos tanto meseros como hostess se prestaron de una manera muy accesible para las grabaciones, sin duda esperen un reel de mucha satisfacción acerca del hotel y sus restaurantes, de las instaciones en perfecto estado y totalmente limpias sobre todo me sorprendió la fauna que existe aún en el lugar ame nadar con peces en las caletas y cobre todo el paisaje es de otro nivel. Tiene todo el lugar!!! Joseph, Héctor, Iván, Jair Gracias por todo

The food and drinks were very good for Mexico. The rooms where nice. The staff were very attentive. Our only small complaint was that there wasn’t enough golf carts taking people to and from the two lobbies.

Muy bonitas las instalaciones solo falta más transportacion a las habitaciones y áreas hay mucho que caminar y se pierde mucho tiempo además hay g nte mayor que no pued caminar esas distancias

Pools close too early. 7pm... that sucks... property nice... rooms nice food excellent.. truly all inclusive... beach sucked... small and it was seaweed season so don't go during this time.. I was there at the end of July... alsp be aware of the time share crap... too many people trying to sell a time share... but I will go back... for sure..

Excelente opción para viajar con familia o en pareja. Muy buena calidad de bebidas y alimentos, playa súper tranquila excelente para niños o adultos mayores.

The room was very clean. Unfortunately didn’t get to use the tub in the room the water was coming out very yellow/orange. Restaurants were good until mice poop fell from the ceiling on to my food. :( lots of monkeys running the property. I felt like I was in the movie Jumanji. Room service never came to clean our room the entire 5 night stay. A little disappointed..

Pros: The staff was nice and friendly, and the food was decent. The Brazilian steak house "Ipanema" was amazing and the best dining experience at the resort. The staff at the faro restaurant were so nice. Cons: First let me say the drinks are 100% watered down. Even a straight shot of tequila from an unopened bottle is not the same as the US. What would get me buzzed at home didn't even faze me here. Not sure if its special lower proof alcohol or what. Second the biggest disappointment was the fact that wine is not all-inclusive, the only wine included is literally $2 trash wine from Chile. If you want good wine its only by the bottle and the price is extremely inflated like 5X the cost in the states. In terms of entertainment it was a let down, the day we arrived the waterpark closed due to broken pumps and we were informed it would be months until they were repaired. The Mayan stage show was marketed as family friendly but was so scary that kids were crying and even my wife and I left because it was too dark bordering demonic. Conclusion: If its just a couple and you want to just lounge by the pool and eat and drink all day then its ok. If you are family I would pick something else like Xcaret.

Making dinner reservations was ridiculously difficult because they don’t tell you to add a zero to your booking number for the app! We were there five days and never got a reservation for a restaurant! Food was meh. Bread cheese and fruit were good. Room was beautiful.

Tried to get into a couple restaurants and could t get reservation during our week stay. More availability for restaurants.

I had a few issues while there but the woman at the Heaven desk called me as much as possible to try and fix the issues. Buffet food not very good but Thai restaurant was good. Pools beautiful and pool bar was nice. The jacuzzi on the beach was very dirty.

Excellent service from all staff. Very good food and services in all restaurants visited so far.

Sinceramente tenía mejores expectativas, el hotel con falta de mantenimiento en general, el baño de nuestra habitación todo el tiempo tenía olor desagradable, en la alberca pisamos huesos de costillitas y estaba muy sucia, te llaman todo el tiempo a la habitación para decirte que tienes un beneficio y cupones, la persona que te ponen como supuesto anfitrión a ti llegada solo te busca para que pongas una buena reseña. Pero el colmo fue que al tercer día de nuestra estancia mi esposa se enfermó de gastroenteritis infecciosa por alimentos, la doctora del hotel no estaba y tuvimos que salir a buscar un médico, además de que el costo de la consulta en el hotel es de 3,500 pesos y los medicamentos tienes que salir a buscarlos porque ahí no tienen más que lo básico. Además de que como mi esposa no podía salir de la habitación llamamos para ver si podían llevarle caldo con verdura o algo que pudiera comer cuando al fin pudo hacerlo y no nos dieron opción de nada, así que nuevamente tuve que salir a comprar algo para que pudiera comer. De verdad muy decepcionados de la experiencia en el hotel. No quiero alargarme más pero definitivamente no lo podría recomendar.

The food and drinks were very good for Mexico. The rooms where nice. The staff were very attentive. Our only small complaint was that there wasn’t enough golf carts taking people to and from the two lobbies.

Todo excelente, la comida muy rica, todos muy amables

Everything was worth it! 5 start resort for sure. Food was amazing