Hard Rock Hotel Riviera Maya

Chad McCardle

The Hard Rock Hotel Riviera Maya truly rescued our family vacation! We had originally booked an all-inclusive hotel about 20 minutes away (definitely avoid Bahia Principe!), and midway through our stay, the kids were ready to go home. We quickly started searching for other all-inclusive options and discovered that the Hard Rock had availability for the next night. We booked it and ended up staying for 4 wonderful nights. Everything—from the customer service and the room to the food and nightly entertainment—was exceptional. The kids were thrilled, and we were so glad we decided to stay in Mexico rather than cut the trip short. We can't thank the Hard Rock enough. Given their commitment to quality, we’ll definitely consider their hotels for our future family vacations.

FamilyTravelingWithTaste

Hard Rock Riviera Maya - Disappointing Experience 😞⠀⠀ ⠀⠀ We recently stayed at Hard Rock Riviera Maya with my family, and unfortunately, our experience was far from what we expected. Here’s a recap of some of the major issues we faced during our stay:⠀⠀ ⠀⠀ **Room Conditions:** ⠀⠀ - The room we were given was filthy upon arrival. Despite requesting to change rooms, we were never accommodated. The only cleaning we received was making the beds; the bathroom remained unclean, with mold in the sink and extreme dust buildup.⠀⠀ - Our coffee maker leaked and was never dried up by the staff. We arrived to find no shampoo in the bottles, and the toilet glass door had noticeable stains.⠀⠀ ⠀⠀ **Inadequate Maintenance & Cleaning:** ⠀⠀ - We experienced a roof leak, which was eventually fixed, but daily housekeeping didn’t clean the coffee cups or water glasses. Towel replacement was insufficient for our group of four – we only received one towel!⠀⠀ ⠀⠀ **Dining Experience:** ⠀⠀ - The food was edible at best, with nothing particularly special or enjoyable. The staff service was disappointing, with some employees leaving us with the impression that we were a bother when making requests.⠀⠀ ⠀⠀ **Pool & Water Park Issues:** ⠀⠀ - My youngest child was allowed to use the tall pool slides for the first three days, but on the fourth day, he was suddenly deemed too short despite other children of the same height being allowed on.⠀⠀ - It was frustrating to see a clear inconsistency in height restrictions, especially when two slides in the area were closed.⠀⠀ ⠀⠀ **Children's Area:** ⠀⠀ - We were told we couldn't eat or drink in the kids' park, which we respected, yet we noticed other guests freely eating there on different days without any issue.⠀⠀ ⠀⠀ **Water Park Amenities:** ⠀⠀ - The water park bar was closed and seemed demolished, leaving us with a temporary bar outside that only had limited options. The refrigerator wasn't functioning, so all soft drinks were warm.⠀⠀ ⠀⠀ **Checkout Experience - The Worst Part:** ⠀⠀ - The final insult came on the day we checked out. We were offered a mere $100 to spend in the resort stores as compensation for all our issues, which felt like a joke considering the extent of our problems. To receive this, we were told we needed to sign a waiver stating that all our concerns had been “promptly taken care of,” which was a huge lie. Naturally, we refused, as it was offensive to us.⠀⠀ ⠀⠀ **Positives:** ⠀⠀ - On a brighter note, the kids enjoyed the ample ice cream options and had a blast at the beach area, which was well maintained and free of weeds.⠀⠀ ⠀⠀ Overall, we had high hopes for our stay at Hard Rock Riviera Maya, but the numerous issues we encountered made it far from a relaxing vacation. I hope this feedback can help improve the experience for future guests.⠀⠀ ⠀⠀

Shawn Moss

I would not recommend this All-Inclusive. The staff barely acknowledged your existence and if you did get their attention, they were rude and seemed inconvenience. Even with VIP Rock Star status. The rooms are very dated and seemed like they were rushed for a basic overhaul with some paint. Lots of damaged walls/ceilings throughout the resort. Grounds are not well kept. There are so many better places in the area to stay. We cut our visit short to move to a nicer place with nicer people.

Jimeirs Morales

This hotel was a great experience. The service was fabulous. It was all inclusive as well so we eat real good and did a bit of everything . There was food of all types and the severs and team of hard rock were on top of it giving us everything we needed. The room as well were well, they were cleaned frequently. La isla was our favorite go to spot. They have the best severs and chefs! Highly recommended it!!

Dawn Spiers

Rating the pool service. I would say great. Very attentive accommodating and can’t do enough for you when it comes to getting towels and chairs. They were also very accommodating and helpful. They would come around with a complementary face massage which I’ve got daily and the guys are just very sweet. Epically Arturo he would come and make sure that we were good he would come around and do the face treatment to myself and my daughter they were excellent. Also our server that we had Abdias. Went above and beyond for us made sure we were always comfortable made sure we always had drinks, food towels, etc. the service at the pool was by far Amazing