Hard Rock Hotel Riviera Maya - 77710 Puerto Aventuras

Great resort and atmosphere. Food was decent. Drinks were watered down at first, but they add sparkling water to whatever you order. So you have to make sure you tell them to leave out the sparkling water. After I did that the drinks were great. Had a mixer of all alcohol not just the cheap ones. Had booked three separate rooms and had a problem during check in and was quickly accommodated.

Rooms - The rooms are decent but given that the pricing is about $400+ a night there are way better options in the Cancun / Riviera Maya area. Our room had a wad of hair in the shower when we got there. There was some kind of caulk or plaster on the floor in the bathroom. Overall a decent room, but definitely no where near the best in the area. Food - The food is bland and flavorless. Most of the guests we saw from up north near Minnesota and those states. Maybe food for them had tons of flavor? This was the worst tasting food we've had in the 10+ trips we've made to the region. The food is flavorless and dry for the most part. The drinks also are not great. You have to ask for a better quality tequila for your margarita to taste half way decent. Service - This was pretty good when compared to other hotels in the area. Our hotel room was just skipped over one day for cleaning....never happened to us before. Calling the front desk to be patched over to another location (Spa & Restaurants) was a hassle. The individual places wouldn't answer causing you to call multiple times or just walk over. The concierge for booking restaurants is annoying as well. There is one person for the resort to do this job, and their site for trying to do this on your phone has a horrible user experience. The first day the app wouldn't work at all for us. Beach / Pool - Since we went for a wedding we didn't have a choice but this property doesn't have a beachfront. They have inlets to let the ocean in to certain areas. When I go on vacation I love going for the beach and it was a bummer to not hear those waves crashing on the beach. The pool area is just blaring music all day. I really don't care for this as I'm going to relax. We were here for a wedding of ~150 guests. Most of our friends had similar stories about the rooms and quality of the food. For $400+ a night we've stayed at much nicer places in Cancun. I would recommend Live Aqua and the Hyatt Zilara over this hotel any day.

The hotel was nice but try to get dinner, impossible! They say they don’t do dinner reservations but then you show up to the restaurants and they are full because of “reservations”. They are very bias and offer reservations to hand picked hotel guests. I was celebrating my birthday and couldn't even sit down with my family for a nice dinner. Who wants to celebrate anything in such a way!? Next time I will be taking my money elsewhere because this hotel doesn’t value their guests.

Can't say enough great things! We spent a week and were overwhelmed by the kind, attentive staff, as well as all the options for fun. Great facilities and better people. Food is wonderful and readily available. Took a tour of some of the historical places in the Yucatan - very easy and very reasonable. Can't wait to come back!

We just spent 4 days at the resort for a friend's wedding. We opted for Rock Royalty level when we booked and it was well worth it. We had an amazing butler duo in Edgar and Moises! They repeatedly went above and beyond to make sure we wanted for nothing. We had a couple of minor issues with the hotel services which our butlers managed until we were competently satisfied. They ordered room service for us, scheduled our covid tests, booked spa appointments and checked on us periodically throughout the day every day via text message and in person to make sure we were good. If you are booking Royalty at HRH ask for this dynamic duo to make your stay flawless!

The Hard Rock Hotel is a nice resort, and fair for the price. My husband and I stayed here several years ago, and it has been run down a bit since then. It does appear that they are renovating so hopefully will improve the rooms (some baseboards lifting, dated decor). I will say the food at all the restaurants is phenomenal. We had a great dinner every night. Plenty of pools to choose from and nice to have the option for one without kids. Beach access is very limited.

Very nice property and staff. Loved the Heaven pool. It was perfect. There is no beach access though. Only reason it’s not stars is that the sit down restaurant were full the whole star and the one we really wanted was closed on Saturday. Other all inclusive places in the region at the same price point have easier access to their sit down restaurants. Also, our traveling buddies said room services take nearly 2 hours. The property drives you to poolside tacos or buffets, which are good but we expected better from such an expensive property.

It’s unfortunate that I write this, but I want to ensure others are warned, so I’ll keep it short and sweet. Service was terrible, accommodations are aging and they trick you into a 2 hour sales pitch for some sort of vacation club. First, our room had a leak in the ceiling, with dry wall falling on my wife. We called immediately and maintenance came to the room and further destroyed the ceiling. He told us the front desk would call us immediately to move us, as this was not a safe room. Well, 24 hours later and 4 visits to the front desk ( no call as promised), we finally got a new room. We were told, “ had we been members, we would have been upgraded to a presidential suite”. Well, we are still paying customers, with several more family trips in the budget and I will NEVER spend another dime on this company. The staff was rude, always looked mad and never had answers ( with the exception of a few). Food was not great at all and waits for restaurants were often 2 hours or more. Finally, the sales pitch to upgrade to a deluxe or VIP membership, was an obvious effort from the resort to infuse the business with the cash it lost during the pandemic. They boasted a no-pressure pitch, so we can get back to our vacation, but they brought the Manager and GM to try to close the deal. They attempted 4 Times to get us to sign and each time was significantly less in payment (with an amazing 0 interest ?). My wife and I have traveled to Mexico and have vacationed with amazing resorts, this one stings most, because it was our first experience with our family. Just wanted to warn those looking at this resort for a vacation with the family. This is not a great resort and there are plenty others that value you as a customer, regardless of Membership status. Steer clear and spend your money elsewhere. You will not regret it!