Hard Rock Hotel Riviera Maya (Hacienda and Heaven) - All Inclusive
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Rooms and Guests
1 room, 2 adults, 0 children
All Properties in Solidaridad
Hard Rock Hotel Riviera Maya (Hacienda and Heaven) - All Inclusive
Health Protected
Carretera Playa del Carmen - Tulum Km 72 Puerto Aventuras, 77710 Riviera, Solidaridad, Quintana Roo, 77710, Mexico
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Located in Puerto Aventuras, Hard Rock Hotel Riviera Maya - All Inclusive is by the ocean, within a 10-minute drive of Puerto Aventuras Marina and Ecopark Kantun Chi. This luxury property is 4.3 mi (6.9 km) from Chac Mol Cenote and 7.3 mi (11.7 km) from Xpu-ha Beach.Show More
We Price Match
3.9/5Good·Cleanliness: 3.9
All 100 Reviews
Amenities
Outdoor Swimming PoolExclusive Beach AreaDivingSnorkelingSaunaSpaMassage RoomFitness RoomPrivate ParkingFreeAirport Pick-up Service
All Amenities
Surroundings
Landmarks: Dolphin Discovery Riviera Maya
(1.3 km)
Landmarks: Riviera Elite: Yachts in Tulum and Playa Del Carmen
(1.7 km)
Landmarks: Paamul beach
(2.9 km)
Map
Rooms
Guest Reviews
Trending Questions
Policies
Services & Amenities
8
Deluxe Family Room
3 Double bed
Has window
Free Wi-Fi
Non-smoking
Private Bath
Bathtub
Shade Curtain
Bedding: Blanket Or Quilt
Check Availability
6
Two Bedroom Deluxe Grand Room with Sky Terrace
Has window
Free Wi-Fi
Non-smoking
Air Conditioning
Private Bath
TV
Wardrobe
Check Availability
8
Deluxe Gold-Double Beds
1 Double bed
Free Wi-Fi
Non-smoking
Air Conditioning
Private Bath
TV
Private Toilet
Check Availability
13
Royal Room, 1 King Bed, Partial Ocean View (Rock Royalty, Personal Assistant)
1 King bed
Free Wi-Fi
Non-smoking
Air Conditioning
Private Bath
TV
Private Toilet
Check Availability
8
Deluxe Gold King Room
1 King bed
Has window
Free Wi-Fi
Non-smoking
Private Bath
Bathtub
Shade Curtain
Bedding: Blanket Or Quilt
Check Availability
2
Deluxe Room, 1 King Bed (Heaven-Swim up)
1 King bed
Free Wi-Fi
Non-smoking
Air Conditioning
Private Bath
TV
Wardrobe
Check Availability
7
Deluxe Two Double Room with Partial Ocean View
1 Double bed
Free Wi-Fi
Non-smoking
Air Conditioning
Private Bath
TV
Private Toilet
Check Availability
11
Deluxe Diamond King Room
1 King bed
Has window
Free Wi-Fi
Non-smoking
Private Bath
Bathtub
Shade Curtain
Bedding: Blanket Or Quilt
Check Availability
7
Suite, 2 Bedrooms, Oceanfront (Rock Suite, Rooftop Lounge)
1 King bed and 2 Double bed
Free Wi-Fi
Non-smoking
Air Conditioning
Private Bath
TV
Wardrobe
Check Availability
7
Suite, 2 Bedrooms, Oceanfront (Rock Suite)
1 King bed and 2 Double bed
Free Wi-Fi
Non-smoking
Air Conditioning
Private Bath
TV
Wardrobe
Check Availability
6
Deluxe Gold Pure Wellness ®-Double Beds
Free Wi-Fi
Non-smoking
Air Conditioning
Private Bath
TV
Wardrobe
Check Availability
9
Rock Royalty Deluxe Platinum Two Double Room
2 Double bed
Has window
Free Wi-Fi
Non-smoking
Private Bath
Bathtub
Shade Curtain
Bedding: Blanket Or Quilt
Check Availability
6
Royal Room, 1 King Bed (Heaven, Rock Royalty, Pers. Asst.)
1 King bed
Free Wi-Fi
Non-smoking
Air Conditioning
Private Bath
TV
Private Toilet
Check Availability
9
One Bedroom Deluxe Room with Sky Terrace
Has window
Free Wi-Fi
Non-smoking
Air Conditioning
Private Bath
TV
Wardrobe
Check Availability
Hide Room Types
Guest Reviews(100)
3.9/5
Good
Verified Reviews- Cleanliness3.9
- Amenities3.9
- Location3.9
- Service3.9
Jamie
January 2, 2024
The only thing I like is the girls from kids club! Service terrible! They were not taking reservations for restaurants! They didn’t have good food! The only restaurant we can eat was The market! You ask for something and they always tell you that they don’t have no more! For room supplies we have to wait for more than two hours to get it and sometimes they forgot! Room an halls very duty !
Kristy
January 2, 2024
The rooms are small and outdated. The pool towels are stained and smelly. The food is extremely bland and they clearly use low quality ingredients and add a lot of water to things to extend the portions. Our room had many issues that never got fixed - broken furniture, water leak, and noisy pipes. The overpriced mani/pedi I got was nothing more than a $130 polish change. The lobby is so cold you need a jacket. The restaurants are impossible to book - they must be made day-of beginning at 12am.
The guest reps are so very nice but do little to offset these inconveniences. They make many promises that they will try, but they never follow up. They will, however, pester you to sit through their marketing campaign, including unsolicited wake up calls to invite you to attend. Every. Single. Morning.
The water park is fun but outdated and much smaller than it looks online.
Overall, this is way overrated, even at “good”.
Kadie
January 2, 2024
We've stayed at the resort twice before and had a great experiences. Our most recent visit was very disappointing, as the service, dining, food quality, and cleanliness were all problematic.
1) Service. We booked 8 hotel rooms for our extended family. We called the hotel for months to ensure we could have adjoining rooms. Getting in touch with anyone was difficult - nearly every time we were disconnected on the phone or transferred to someone who couldn't help us. As a result, our rooms were scattered across the property.
2) Dining. Hard Rock doesn't allow advanced reservations, which makes it challenging for a large group. Once we checked in, we were told the system wouldn't allow even the concierge to book more than a day in advance. Instead, they told us to set an alarm for midnight every night. Unfortunately, even then spaces weren't guaranteed. On more than one occasion, all the reservations were already gone by midnight, which suggests there is a way to pre-book.
3) Food Quality. This was the biggest disappointment. Buffets were typically the only option (see above) and would be picked over just an hour into service and not replenished. Poolside options were exclusively fried foods - the salad options listed were never actually there.
4) Cleanliness. One of the rooms had not been cleaned from the previous guest. The toiletries were used, the room smelled, and the bathtub, hot tub, and floor were visibly dirty. Housekeeping didn't refresh rooms daily.
Glenn
December 26, 2023
Form pool party fun
Wait staff good
Need better food choices
Pool water too cold
Jacuzzi water cold
Diane
January 13, 2024
Nothing exceptional. Very dated property. Food below average. Wish we had stayed elsewhere.
Agnes
November 29, 2023
There was no notice from the hotel that they were renovating we hear the noise all day long outside! The front guy “Luis” didn’t help us take out my suitcases out of my car told me bell boys are at other side then I put my suitcases back into the car and confirmed the (trolley entrance) was where the bell boys are so I can get help and he said no it’s here and again I had to take out my suitcases from my car alone, I was very upset this guy was so rude!
We spoke to a lady at the front who was suppose to text us the kids schedule but she never did.
She was young thin with a long braid. She said we can attend the turkey dinner and when we walked by the turkey dinner to ask if we need reservations they said no.
We got ready and came back before 6 to the turkey dinner and we’re told sorry you need a reservation and we were sent away.
The buffet by red lobby ran out of food chicken flautas at 1245pm and refused to make more when I asked. How can they run out if an item when they just opened end.
The pizza guy said he’s not ready come back in 15 mins
We came back in 20 and said he has to clean won’t be ready for another 40 mins.
The buffet had limited food options.
The mini fridge in the room did not work. There was a piece of glass in the hotel room on the floor that my daughter cut her foot on.
I’m very disappointed with the service at this hotel for the $630 for one night we were ripped off!
sunghyun
January 29, 2024
Great food but would like to see more restaurants option for family sanction.
Maria
January 2, 2024
Everything was just outstanding especially the coffee shops and the service
Andres de Jesus Ayala
September 16, 2023
Just problems since de beginning.
Rude staff, not answers when you ask for help.
Rude concierge and cero hospitality.
Property Policies
Check-in and Check-out Times
Check-in: After 15:00
Check-out: Before 12:00
Front desk hours: 24/7
To check-in, contact the property in advance
Child Policies
Children can stay in some rooms of this hotel.
Additional fees may be charged for children using existing beds. Add the number of children to get a more accurate price.
Cribs and Extra Beds
Extra bed and crib policies may vary according to room type. Please refer to the room type details for more information.
Breakfast
TypeAmerican, Continental, Vegetarian
StyleBuffet
| Age | Fee |
|---|---|
Adult | Contact hotel |
Additional breakfast fees are not included in the total and need to be paid at the property.
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Health Protected
Cleanliness
- 3.9/5
Health & safety measures
- Thermometers available
Cleaning & disinfecting
- Rooms are disinfected between stays
Property Description
- Opened: 1999
- Renovated: 2013
- Number of Rooms: 1256
Located in Puerto Aventuras, Hard Rock Hotel Riviera Maya - All Inclusive is by the ocean, within a 10-minute drive of Puerto Aventuras Marina and Ecopark Kantun Chi. This luxury property is 4.3 mi (6.9 km) from Chac Mol Cenote and 7.3 mi (11.7 km) from Xpu-ha Beach.
Pamper yourself with a visit to the spa, which offers massages, body treatments, and facials. After dipping into one of the 2 outdoor swimming pools, you can spend some time at the private beach. This property also features complimentary wireless internet access, concierge services, and babysitting (surcharge).
This property is all inclusive. Rates include meals and beverages at onsite dining establishments. Charges may be applied for dining at some restaurants, special dinners and dishes, some beverages, and other amenities. Enjoy international cuisine at The Market, one of the property's 9 restaurants, or stay in and take advantage of the 24-hour room service. Snacks are also available at the 2 coffee shops/cafes. Relax with a refreshing drink from the poolside bar or one of the 7 bars/lounges.
Featured amenities include a business center, express check-in, and express check-out. Planning an event in Puerto Aventuras? This property has 87823 square feet (8159 square meters) of space consisting of a conference center and meeting rooms. A roundtrip airport shuttle is provided for a surcharge (available 24 hours), and free valet parking is available onsite.
Make yourself at home in one of the 1264 air-conditioned rooms featuring flat-screen televisions. Rooms have private balconies. Complimentary wireless internet access keeps you connected, and satellite programming is available for your entertainment. Private bathrooms with separate bathtubs and showers feature jetted bathtubs and rainfall showerheads.
Pamper yourself with a visit to the spa, which offers massages, body treatments, and facials. After dipping into one of the 2 outdoor swimming pools, you can spend some time at the private beach. This property also features complimentary wireless internet access, concierge services, and babysitting (surcharge).
This property is all inclusive. Rates include meals and beverages at onsite dining establishments. Charges may be applied for dining at some restaurants, special dinners and dishes, some beverages, and other amenities. Enjoy international cuisine at The Market, one of the property's 9 restaurants, or stay in and take advantage of the 24-hour room service. Snacks are also available at the 2 coffee shops/cafes. Relax with a refreshing drink from the poolside bar or one of the 7 bars/lounges.
Featured amenities include a business center, express check-in, and express check-out. Planning an event in Puerto Aventuras? This property has 87823 square feet (8159 square meters) of space consisting of a conference center and meeting rooms. A roundtrip airport shuttle is provided for a surcharge (available 24 hours), and free valet parking is available onsite.
Make yourself at home in one of the 1264 air-conditioned rooms featuring flat-screen televisions. Rooms have private balconies. Complimentary wireless internet access keeps you connected, and satellite programming is available for your entertainment. Private bathrooms with separate bathtubs and showers feature jetted bathtubs and rainfall showerheads.
Services & Amenities
Most Popular Amenities
Outdoor Swimming Pool
Exclusive Beach Area
Diving
Snorkeling
Sauna
SpaAdditional charge
Massage Room
Fitness Room
Private ParkingFree
Airport Pick-up ServiceAdditional charge
Airport Shuttle ServiceAdditional charge
Bar
Nightclub
Basketball Court
Tennis Court
Restaurant
Meeting RoomAdditional charge
Children's Pool
Water Park
KTV
Currency Exchange
Luggage Storage
Wake-up Call
24-Hour Front Desk
Wi-Fi in Public AreasFree
Outdoor Swimming Pool
Spa
Fitness Room
Bar
Restaurant
Meeting Room
Water Park
Restaurant
Restaurant
No additional info available
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