Hard Rock Hotel Riviera Maya - Heaven

Grisell, Arrellano &the staff at the lazy river pool were excellent! Everything was clean & drinks were well made. We loved meeting different people, the quietness of the pool, and the beauty of the resort! Yami (room 1218) who cleaned our room was absolutely amazing and went the extra mile every time. Thank you for paying attention to the small details! So appreciated! Best staff ever. Read less

Excellent place to spent your entire holidays! We were in love with their service, no kidding the best thing are the activities with the Entertainment staff around the pool, you just get bored if you wanna get bored 🤭🤭🤭 I want to say hi Gaby, April, and Lucy, also Bryan the mayan who made everyone dance like never before. Thank you for all your attention! We Will be back soon! Read less

We stayed on the Heaven (Adult) side of the property. Our room was on the farthest part of the hotel (peek a boo ocean view). You can wait for a ride or get your steps in. Rooms are on small side and clean. On Hacienda (family) side of property lots of fun activities for the family. Heaven side, pool party and music a little loud but tolerable. We are Hall of Fame members and our butler "Oscar" is amazing, whatever your request is he goes above and beyond to get it done. Ciao was our favorite breakfast location and our waitress Gabi was amazing, always smiling and getting your day off to a great start. Pool Concierges Duenos and Sofomas are awesome, always prepared and having your chairs ready. All the restaurants are very good atmosphere. If you get a chance order the chocolate soufflé at the French Restaurant, Dani was amazing. We did get a chance to meet our Hall of Fame Agent Dezi Reyes, after talking on the phone with her over the years it was nice to finally meet her. During our meet she went above and beyond in handling some upcoming reservation issues. Also wanted to thank Rosa Maria Becerril Espinosa from the Legendary club, she is a true professional and also went the extra to address some paperwork problems. If you get a chance stop by the Rock Shop Heaven, Leslie Alejandra and Luis Angel are very helpful with any need. Property has no beach, lots of pools and lagoons to stay cool. Read less

We are Hard Rock, Legendary H of F members. Also VIP/Premier Members of Palace Resorts for 15 years. We have traveled to at least one of their resorts every year, sometimes more than once a year. We usually travel annually to Mexico, with our family of 10 people. Obviously, we enjoy the resorts and service. Depending on time of year, which location, and how crowded the resort is - our feelings on the overall service, or room assignment - has differed. When they are overcrowded, things do not always go as well. But overall, we still love it. This Feb 2020, we took 18 other friends with us and we booked 10 rooms on the Heaven (adult) side. From the time of our arrival, when we were initially greeted by 'Jaxson', and followed by butlers Pamela and Daniel - to us, it felt like 'old home week.' We love all of those people. Some years when we vacation there, we do not always get our preferred building or room requests. I think it depends on how crowed the resort is. I have to say that THIS year - it was outstanding. We got them all. Our requested building location, with all the other rooms on the same floor. It was just perfect ! Our friends have not stopped telling everyone how wonderful everything was at the resort, the rooms, location, the beach, the butlers, waiters etc. Fortunately, the weather was also perfect for the whole week with beautiful blue skies and temps in the mid 80's. Some reviewers complain about the beach, due to the large rock formation (or coral rock ?) that sits just offshore. Although there are many areas broken through the rock, to allow the fresh ocean water, and small fish to come in and out - there are no large rolling waves (except on the other side of the rocks.) There is also no dangerous undertow. They use nets within those open areas to hold off seaweed, and larger dangerous sea life. For us - the beach is nothing to complain about - - it is perfect. The water is still a beautiful aqua blue and warm. Our butler Pamela (and Daniel for one day) were terrific as always. They work so hard. I must say, when we first upgraded years ago, and got the use of butlers, there were two, for almost round the clock service (day shift/night shift.) - and I think the butlers had less people to care for in the beginning. We would see the butlers many, many times during the day as they came by to check on us to make sure everything was going okay. Now - they are down to only one butler and during the day only. I know the butlers work SO hard to attempt to accommodate our requests, but we notice that we don't see them as much as we used to, although we kept in touch by 'text'. Still - they did a marvelous job. Also, the waiters at the beach (and pool) work so hard. They were terrific. Mostly, we stayed every day at the quieter 'resistance pool' or Heaven side VIP/HofF beach, which had regular (white shirt) beach waiters coming back and forth. In past years, we had Alex - who wears a 'red shirt' to signify I think, that they are more specialized and provide service to the VIP or palapa areas. For some reason, this year the VIP beach did not get that service. But we made sure to find Alex to say hello - - and occasionally - when he walked near our area, he made sure to stop and say hello. We told him that we missed him. Alex's service is far superior to any others we have had at the VIP beach location. Honestly, between Daniel, and previously Tony, and also Alex - we have been seeing these people for several years now - and they feel like we are coming home to visit family. Pamela was new for us this year, but she was outstanding as well. She's now part of our 'family' too. We were fortunate to be able to get reservations for dinner every night, and for an occasional nightly show at the Convention Center. Due to the size of our group with dinner, we weren't always able to make the 8:30 show as planned - but it still all went well. Everyone made multiple spa appointments, some of them for the very first time - and they were surprised how much they enjoyed it ! Same thing for the manicures and pedicures. Many went back for more - including the 4 hand massage ! So many of your people at the resort worked so hard to help all of us friends have a 'vacation to remember.' Jan - your staff was just terrific - and as always - this continues to be our favorite resort out of the many in the group we have to chose from. (We just need to figure out when to book when it's definitely not too crowded.) I think this year might qualify for one of the 'best ever' among all of our much loved Mexico vacations. Please give our best wishes to everyone on a job well done. Looking forward to our return -- and so are our friends. Read less