Hard Rock Hotel Riviera Maya - Hacienda

Riviera Maya, Cancun

Virgin rating

The hotel

Treat the family to a little rock star treatment at Hard Rock Hotel Riviera Maya. Split into two sections, Hard Rock Hotel Riviera Maya - Hacienda is a family friendly playground packed full of fun with amenities galore. Two expansive pools and Rockaway Bay a 23-slide waterpark, five restaurants, endless water activities and the Kids' club should give you a good idea. Plus when staying in the Hacienda section, you'll have access to the restaurants, bars and facilities within the Heaven section, which has both family and adults-only areas. An All Inclusive resort, it's top-shelf all the way at the Hard Rock — there isn’t anything you’ll be denied. After a busy day (and night) your room is your sanctuary. There’s a whole variety to choose from but one thing’s for sure, you’ll have space to stretch out in plus a well-stocked mini-bar to take advantage of!

Amenities

  • Hobie Cats
  • Kayaking
  • Sailing
  • Snorkelling
  • Families
  • Honeymoon
  • Wedding
  • Bar
  • Evening Entertainment
  • Fitness Centre/Gym
  • Internet Access
  • Laundry Service

Where is it

In the heart of the Riviera Maya, this is the family section of Hard Rock Hotel Riviera Maya. Transfer time from airport: 1 hour 10 minutes.

Hotel information

953 rooms and suites. All with air-conditioning, LCD TV with satellite, telephone, complimentary WiFi access, turn-down service, 24-hour room service, coffee-maker, well stocked mini-bar with soda, bottled water, juice and domestic beer, safe, hairdryer, bathrobes, slippers, iron and board and a double Jacuzzi bathtub. Deluxe Gold Rooms with 1 king-size bed or 2 double beds, sleeping maximum 4 adults or 2 adults and 2 children (aged 4-17 years).

All Inclusive of: all meals, premium and local branded alcoholic drinks and wine by the glass, juices and soft drinks. All activities and entertainment above unless otherwise stated. Taxes and gratuities. Use of the facilities of Hard Rock Riviera Maya - Heaven (some facilities and areas are adults-only).

 


 

Deluxe Platinum, sleeping maximum 3 adults or 2 adults and 2 children.

Deluxe Diamond Rooms with the best views and locations, king-size beds guaranteed, special room service menu (select restaurant menu), nightly turn-down service, Espresso/American Coffee machine, luxury bath amenities By Rock Spa®, DVD Player/CD Player, radio/alarm clock, pillow menu, aromatherapy, professional hairdryer, concierge phone service, exclusive beach bag, private check-in and out/late check-out and early check-in (subject to availability). Sleeping maximum 2 adults.

Deluxe Family Suites feature 2 interconnecting rooms, sleeping maximum 6 adults or 2 adults and 4 children (minimum of 1 child aged 4–17 required).

Deluxe Family Suites include:

  • Xbox 360/DVD player in-room with a selection of Xbox games (upon request) 
  • Selection of films (upon request) 
  • Welcome amenities for family, fun in the sun bucket kit, mini-bathrobes and slippers 
  • Kids' special room service menu 
  • Mini-bar stocked with kid-friendly drinks and snacks
  • Rock Spa® bath products 
  • In-room family guide with activities schedule
Rock Royalty Deluxe Platinum with additional benefits as listed below, sleeping maximum 3 adults or 2 adults and 2 children. 
Rock Royalty inclusions:
  • Dedicated telephone concierge
  • Upgraded full-size Rock Spa® bath products
  • Aromatherapy and pillow menu
  • Complimentary 25-minute couple's massage at Rock Spa®
  • Late check out (on request)
  • Complimentary beach bag (1 per room per stay)
  • Priority booking for bali beds (additional cost)
  • Plush bathrobes and slippers (on request)
  • Sleeping mask
  • Loofah sponge and bath salts
  • 24-hour room service
  • Welcome Petit Fours
  • Rock Royalty Level Pin (limited to one pin per room per stay)
  • Selection of Guitars (Picks® program) and Crosley turntables (Wax® program) upon request
  • Priority reservations to Picks® and Wax® program
  • Espresso machine with premium coffee

Deluxe Grand Sky Terrace 1-Bed with sky terrace, lounge chairs and hydro spa tub, ocean views and 1 king-size bed, sleeping maximum 2 adults.

Deluxe Grand Sky Terrace 2-Bed as above with master en-suite bedroom with 1 king-size bed, a second bedroom with 2 queen-size beds, sleeping maximum 6 adults or 2 adults and 4 children.

Rock Suite Platinum 2-Bed have ocean front views with master en-suite bedroom with 1 king-size bed, a second bedroom with 2 queen-size beds, sleeping maximum 6 adults or 2 adults and 4 children.

Rock Suite Platinum Rooftop 2-Bed as above with a dining and living room area, master en-suite bedroom 1 king-size bed, a second bedroom with 2 queen-size beds, sleeping maximum 6 adults or 2 adults and 4 children.

Rock Star Suites have 2 bedrooms, one with 1 king-size bed and the other with 2 double beds, sleeping maximum 4 adults. As the name suggests, this suite is fit for a Rock Star, with hooded throne seating and a custom gold and silver mirrored horse sculpture, not forgetting the Jacuzzi soaking tub in the master bedroom.

4 restaurants and 2 bars: The Market (buffet breakfast and dinner), Pizzeto (pasta/pizza), Frida (Mexican cuisine), Zen (Japanese), Cafetto (coffee bar), Float (snacks/drinks). Plus access to a further 6 restaurants and 3 bars at the Hard Rock Hotel Riviera Maya Heaven (some of which are adult-only). A la carte restaurants are reserved in advance in resort on arrival.

Daily and nightly entertainment programme.

2 swimming pools, splash park and water slide. Tranquil sea cove and private white sand beach. Access to the fitness and beauty services, Body Rock Fitness Centre, the Rock Spa®* with 50 treatment rooms, Yoga Temple and Posh Beauty Salon* at the Hard Rock Hotel Riviera Maya - Heaven (adults-only). Non-motorised water sports such as kayaking and snorkelling. Beach soccer. Tennis court. Bikes. Nearby 18-hole Robert von Hagge designed golf course*. Kids Club with interactive play rooms, live shows and interactive activities (children aged 4-12 years). Music Lab, where teens can become Rockstars, DJs and even star in their own music video. The new Rockaway Bay (water park) with slides of different sizes for children, teenagers and adults, included for all the guests.

Complimentary WiFi access. Laundry/dry-cleaning service*. 24-hour room service.

Please note: a travel tax of $11 per adult (over 15 years old) applies when visiting the Mexican state Quintana Roo. The payment can be made prior to travel, upon arrival or during the stay, as the tax will be imposed upon departure. There is also an additional Environmental Sanitation Tax of $3.72 USD per room, per night (payable locally, subject to change).

3 nights at all times.

* Denotes local charge.

Please note: some facilities in the Heaven section of the hotel are adults-only.

Rating summary

  • Location Image of the Tripadvisor rating
  • Sleep Quality Image of the Tripadvisor rating
  • Rooms Image of the Tripadvisor rating
  • Service Image of the Tripadvisor rating
  • Value Image of the Tripadvisor rating
  • Cleanliness Image of the Tripadvisor rating

Traveller rating

  • Excellent (15135)
  • Very good (2880)
  • Average (1498)
  • Poor (826)
  • Terrible (1075)
Image of the Tripadvisor rating Outstanding Staff

May 26, 2024 lovedcancun_9 Swartz Creek MI

Shout out to the employees that provided great service & very attentive for our stay this month! Check in- Nicolas Saul excellent in lobby Pao-Mexican restaurant (Paula) Enrique -helped with room key Sandy poolside Heaven David poolside Heaven Carlos- Heaven bar Aranzza- Hostess Ciao Enrique- Server Ciao Daniel - Server Ciao
Image of the Tripadvisor rating Nice hotel but if you have a problem - they don't really care

May 25, 2024 Chicita Spain

PROS - Very nice pools, most staff are friendly, good evening shows and entertainment, common areas were clean. Never had to reserve sunbeds in the morning . Personally I loved the beach, not sure why people complain about it. Would you prefer to drown in those huge waves behind the sectioned off lagoon/beach- I like how it was sectioned off and… Read more
PROS - Very nice pools, most staff are friendly, good evening shows and entertainment, common areas were clean. Never had to reserve sunbeds in the morning . Personally I loved the beach, not sure why people complain about it. Would you prefer to drown in those huge waves behind the sectioned off lagoon/beach- I like how it was sectioned off and calm and refreshing area for swimming. Also they offered kayaks and snorkels free of charge, this was nice. CONS Half the services were closed. No zipline/rope, some restaurants didn't open or impossible to reserve, all large waterslides CLOSED! Lack of information at checkin about how to reserve restaurants or schedule of activitties, only scan QR code which was annoying and didn't work half the time! We booked this hotel specifically for the large waterslides for my kids. We would have gone elsewhere if we had known they had the large waterslides CLOSED the ENTIRE time of our stay (7 days), nothing was communicated to us. When we asked, they only shrugged their shoulders and offered free bowling. Complained again and they would speak to their supervisor. When we returned - we were offered free laser tag ins! This is extremely disappointing as this hotel cost $800/night and we work 3 jobs to be able to afford an all-inclusive hotel and they could have offered us a better option, such as a free day trip excursion to a waterpark/Xcaret or a room upgrade....free bowling does not cut it! We spoke to our Travel agent and when they asked the Hotel, the manager said some painting was going on but everything was open and nothing major. They denied it! I had to send photos as proof that the waterslides were shut down (and supposedly for 3 weeks too according to the lifeguard) and we just kept going in circles. No idea why they would lie. We could have gotten moved to a different hotel. HOWEVER, in the end they finally offered us a private bonfire on the beach. That was decent but it took them 5 days to offer this and they still lied to our travel agent. Because of the lack of professionalism of Customer Service, we would not go back. It seems they only want your money. The gift shop prices are also outrageous, $40 CDN for suncream?? OTHER CONS - Our room had a huge leak from the bathroom ceiling, thankfully it was fdealt with. Our coffee machine and safe were broken, no hammock on our patio. Room was very small for a family with only double beds - they need to offer larger beds for fam Read less
Image of the Tripadvisor rating Pool side was great.

May 24, 2024 zellers7

The excursions were great onsite but they didn’t tell you how long the drives were and we spent quite a bit of time in vans, be aware. The resort was fine, very large! The Heaven poolside service was wonderful. Jorge was amazing and excellent. Ozzy, Vicky, and Mary were great too.
Image of the Tripadvisor rating Best pool service around

May 24, 2024 BritTravels86

Great time spent at the Hard Rock. We spent several days ar the pool and the service was spectacular! Jorge, Mary, Ozzy, and Vicky were all fantastic! They were attentive, friendly and professional. They all anticipated our needs before we did.
Image of the Tripadvisor rating Amazing Staff

May 24, 2024 21fec88d44fd916d2024

Our staff was more than amazing it felt like everyone we met became family. Our warm welcome daily at Faro with Mateo and all the staff helped us start our day off right. Followed by the most attentive pool staff at the Eden pool with Jorge, Benito and Edwardo arranging all the fun activities. Lastly the most amazing meal we have ever eaten was… Read more
Our staff was more than amazing it felt like everyone we met became family. Our warm welcome daily at Faro with Mateo and all the staff helped us start our day off right. Followed by the most attentive pool staff at the Eden pool with Jorge, Benito and Edwardo arranging all the fun activities. Lastly the most amazing meal we have ever eaten was enjoyed at Faro. The staff was so wonderful to help us enjoy what felt like everything on the menu and it was all spectacular. Food, staff. destination and beautiful caribbean waters makes this destination ideal for an adult only getaway in the Heaven section which we enjoyed to a family friendly getaway at the Hacienda section complete with waterpark, bowling and more. We will be back very soon. Read less