Hard Rock Hotel Riviera Maya - Hacienda

Riviera Maya, Mexico

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, Woodward & Wrecktangle, five restaurants, endless water activities and the Kids' club should give you a good idea. Plus when staying in the Hacienda section, adults also have full access to the restaurants, bars and facilities within the adult’s only Heaven section. 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

  • Bar
  • Spa
  • Swimming Pool
  • Wedding
  • Families
  • Honeymoon
  • Room Service
  • Safety Deposit Box
  • Evening Entertainment
  • Fitness Centre/Gym
  • Laundry Service
  • Internet Access

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

870 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 (for adults). Transportation not provided.

 


 

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:
  • Rock Royalty Personal Assistant (7:00am–11:00pm)
  • Ironing service (2 items per person/per stay)
  • Upgraded full-size Rock Spa® bath products
  • Express luggage delivery
  • Complimentary Shoe Shine
  • Nightly Petit Fours
  • Aromatherapy and Pillow Menu
  • Spa Tub Preparation (with 24-hours notice)
  • Personal Assistance with reservations (on and off property)
  • Priority Reservations to picks® and mix® program
  • Complimentary 25-minute couple's massage at the Rock Spa®
  • VIP Check-in
  • Early check in/late check out (under availability)
  • Complimentary beach bag (1 per room/per stay)
  • Rock Royalty Level - Check-out service - (Personal Assistant will help review account and assist in express check-out)
  • Priority booking for bali beds*
  • Hydro spa tub
  • Private bath with shower
  • Balcony with hammock in most rooms
  • Mini-bar with soda, bottled water, juice, domestic beer and snacks
  • LCD TV with satellite
  • Purified water
  • Plush bathrobes and slippers
  • Sleeping mask
  • Loofah Sponge
  • Digital safe (laptop size)
  • Individually controlled air-conditioning
  • Espresso machine
  • Direct dial telephone
  • Bluetooth-enabled wireless alarm clock radio
  • Hair dryer
  • Iron and board
  • Complimentary wireless Internet
  • 24-hour room service - select à la carte menu
  • Turn-down service
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.

5 restaurants and 2 bars: The Market (buffet breakfast and dinner), Pizzeto (pasta/pizza), Frida (Mexican cuisine), Ipanema (Brazilian cuisine), Zen (Japanese), Cafetto (coffee bar), Float (snacks/drinks). Plus access to a further 4 restaurants and 3 bars at the Hard Rock Hotel Riviera Maya Heaven (all 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 75 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). The Cavern teen centre with a daily programme of activities including Music Lab, where teens can become Rockstars, DJs and even star in their own music video. The all new Woodward Riviera Maya activity centre* for guests 7 years and over. A huge 29,000 sq ft building, home to a whole host of adrenaline junkie activities to include jump and pump track, trampolines, gymnastic flooring, BMX bike park, an in-door skate park, foam pit, dry land snowboarding and skiing and much more. The new Rockaway Bay (water park) with slides of different sizes for children, teenagers and adults, included for all the guests. Limitless resort credit can be used towards, golf, spa, beauty treatments, tours and much more (a 25% service charge applies).

Complimentary WiFi access. Laundry/dry-cleaning service*. 24-hour room service. Ultimate Playtime Package can be purchased locally including babysitting and baby equipment to use during your stay.

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.

3 nights at all times.

* Denotes local charge.

**25% service fee applies.

Please note: only adults are able to use the facilities in both the Hacienda and Heaven sections of the hotel. Children are restricted to the Hacienda section only.

Please note: there is an additional cost to access and use the facilities at the new Woodward & Wrecktangle Riviera Maya activity centres, resort credit can be used as payment on most services. Guests under 18 years of age must have an adult present when checking into the facility who is required to sign waiver forms consenting the minor to participate.

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 (11185)
  • Very good (2305)
  • Average (1029)
  • Poor (418)
  • Terrible (487)
Image of the Tripadvisor rating Dinner at the Frida Restaurant

Jul 23, 2021 C5554PGdavidb

We had a great family dinner on our last night at the resort. Two gentlemen took great care of my family, including my two young daughters. Victor and Luis put on a great presentation with the food and even read our minds before we ever figured out what our kids needed. The Mole presentation was unlike anything I had ever seen before. Great job… Read more
We had a great family dinner on our last night at the resort. Two gentlemen took great care of my family, including my two young daughters. Victor and Luis put on a great presentation with the food and even read our minds before we ever figured out what our kids needed. The Mole presentation was unlike anything I had ever seen before. Great job guys, and thank you for making our last night a very fun and memorable time. Read less
Image of the Tripadvisor rating Amalia was the best server

Jul 23, 2021 jponton19

My group spent most of their days at the main pool at Heaven and Amalia was the absolutely best. She literally made our experience so great. With a group of 38 she would remember all our orders each day and was so attentive. Love her and would come back!
Image of the Tripadvisor rating Pool Concierge service

Jul 23, 2021 234bafb

Met Alex by the pool. He was extremely helpful. Explained much about guess services and some of the rules. He is witty, friendly, and knowledgeable about the hotel and services it provides. My wife and I really enjoyed meeting Alex and enjoyed our conversations with him. Thank you, Alex!
Image of the Tripadvisor rating Great week and outstanding service

Jul 23, 2021 glmadis

Our group enjoyed 6 wonderful night at the Hard Rock Riviera Maya. Beny & Edgar provided incredible customer service to our group. They were attentive, proactive, and communicated on a daily basis to ensure our Birthday girl’s celebration went very smoothly. Amalia our pool bar service person was outstanding in keeping the drinks flowing,… Read more
Our group enjoyed 6 wonderful night at the Hard Rock Riviera Maya. Beny & Edgar provided incredible customer service to our group. They were attentive, proactive, and communicated on a daily basis to ensure our Birthday girl’s celebration went very smoothly. Amalia our pool bar service person was outstanding in keeping the drinks flowing, kept our area clean and empty of cups, interacted with the group, and even posed for pictures with them. She ensured our every Drink desire was met which was important! Enrique - out by the pool happily assisted with providing towels, bandaids when requested, picking up trash that ended in or near the pool and he was very helpful to all of the clientele. We couldn’t be more pleased with our entire experience with this property, not to mention the Heaven adult only section and great food in every restaurant experience. Read less
Image of the Tripadvisor rating A much needed Vacay

Jul 23, 2021 Dreamer23626558800 Huntsville, Alabama

This was my fourth time visiting this resort. Once when it was Aventura Spa and Palace and now three times as a Hard Rock. There is a reason that I keep coming back. We stayed on the Heaven side and had one of the Sky Terrace Rooms for five nights. Cleanliness: The resort all the way around was very clean and the employees were constantly… Read more
This was my fourth time visiting this resort. Once when it was Aventura Spa and Palace and now three times as a Hard Rock. There is a reason that I keep coming back. We stayed on the Heaven side and had one of the Sky Terrace Rooms for five nights. Cleanliness: The resort all the way around was very clean and the employees were constantly cleaning. Our room was spotless. I will mention this because other reviewers had an issue with it, our hot tub on the sky terrace was fine, no brown water coming out. The other places of the resort were also clean, lobbies, restaurants, pool areas, beach areas (we had no issues with seaweed during our stay and there were workers in the lagoon everyday keeping it that way), gym. I really couldn't say more about how well the resort as a whole was on cleanliness, five stars all the way around. Restaurant reservations: Pro tip, instead of trying to make reservations each morning and getting mad because the options are limited. Do what I did, I called on day 1 and booked reservations at restaurants for my entire stay. No issues here with the reservations system for restaurants. Gym: It was clean, and had everything I needed. Food: Food was good as it always has been including room service. Drinks: Some people say they're weak, I felt they were fine. I drank beer mostly but did have a few frozen drinks from time to time. We had no issues with the quality of drinks. If you think they're weak, the easy fix is to drink more? Idk why this is an issue for some people. Face Mask Policy: The only places they truly enforced it was in the gym and restaurants and in the COVID testing area. I'm not going to get into my opinions on masks, just letting you know what to expect. You obviously didn't have to wear one if you were anywhere outside. COVID TESTING ON SITE: This is probably my only negative for my stay. The organization on scheduling the appointment made zero sense. It was very frustrating and took us an HOUR just to make the appointment. Once we showed up for our appointment to take the test it was painless and took about 30 minutes. You are not supposed to drink 2 hours prior to the test so schedule it as early in the day as you can. Make sure that you take your passport to schedule it and also when you go for your test. We had our results back via email within an hour. Plot twist....not a single person asked to see it on our flight back to the States. Traffic: I had not seen anyone post about this in the reviews leading up to our trip. There is road construction in the Playa Del Carmen area that goes down to one lane in both directions. Depending on what time of day you arrive or depart, it could add significant time to your transit to and from the airport. It took us about 60-80 minutes to get to the resort around 1600 on the day we arrived. It took us 90 minutes to get to the airport at 0830 on the day we departed. Plan accordingly. Tipping: I will admit that in my past stays I didn't tip. This time I did. I mainly tipped the person that was our server at the pool area each day. I made it simple. I gave them a 20$ and wow did they make good on that. They were very appreciative of it and would bring drinks without me even having to ask, it's like they were paying attention and knew when I was getting low and would just bring more. It was awesome. Bali beds: One of the days we decided to have more of a chill day away from the main Heaven pool and we rented a Bali Bed for 66$. It was very much worth it in my opinion. We had a nice relaxing day, could still hear the music in the distance but had the beautiful ocean in front of us. We had one over the water. We had a great server by the name of Jesus and he took very good care of us especially after I gave him a 20. Overall: I can't say enough good things about our time we spent here. The trip was amazing even with the minor inconvenience of the COVID test scheduling. We will definitely be back for a fifth time. NOT RESORT RELATED: Customs when we arrived at the airport was an absolute nightmare. We flew in via Delta into Terminal 3 and we were literally in line standing for 2 hours to get through Customs. It was the worst part of the trip but obviously has nothing to do with the resort. Just a heads up if you're flying in anytime soon. Maybe we just had bad luck and landed at the same time a dozen other flights did. Read less