Hard Rock Hotel Riviera Maya - Heaven

As Legendary Members, this continues to be our favorite resort. We just returned from our Spring Break vacation with our 2 girls (ages 15 and 11) along with our friends and their 10 year old. We were surprised to find out at check-in that the entire resort was "Hacienda" that week as it typically has an adults only side. Although we had the perk of eating at all restaurants this time around, we still found that the Hacienda lobby was a lot more fun than the Heaven side which we were staying on. We were traveling over every evening for entertainment. A few new things since our last trip. There's now a water slide park which the kids loved as well as Woodward (indoor skate park/trampolines and obstacle course). My youngest really liked that too. New this year were dinner reservations. I HIGHLY recommend making reservations if you have a specific time/place you want to have dinner. No one communicated this to us and by the time we found out, only 10pm time slots were available. Needless to say, that was less than ideal for our party of 7 that included kids. I would very much like to highlight a few employees that made our stay that much more memorable. DJ Warrior at the Heaven pool was phenomenal. She was part of the entertainment crew and did a great job engaging people. She was warm and inviting and my family loved our time with her. Also worthy of being mentioned is Ivonne who was our server at the pool. She was pleasant and quick to bring us whatever we needed. She recommended the Tequila Punch drink that Lopez made and we were hooked! Lastly, Liz from Guest Relations was an absolute delight. She assisted us one night in getting a table at Torro. This was while we found out about reservations. She took her time with us and even walked us to the restaurant to ensure we were given a table. I do want to say that the reservation system is quite flawed. We were told that if parties didn't show for their reservation, tables would be given up. But how long does one need to hold a table for? Some were being held even an hour past reservation. Most restaurants will give up the tables 15-20 minutes past the time and I feel as though this would be a good policy to adopt. It certainly would make for happier visitors and less frustration as we witnessed from others. Although communication between Legendary and the Hotel is beyond poor (that's putting it nicely), the staff make it all worth while. I would advise those visiting not to get sucked into the Legendary meetings. They are constantly trying to upsell but truthfully, we don't get any better treatment that others. Actually, probably more frustration. Save your money and book directly with the HR Hotels. Read less

My family of four (with two young kids - 9 and 7 yeas old) stayed at the Hacienda side on March 22-29, 2019. We had a fantastic time at this resort. This was one of the best resorts we've stayed in - we have stayed at resorts in Mexico, Jamaica, and Dominican Republic. It had a little of everything for everybody. It would be difficult to stay somewhere else. Pros: - friendly staff through out the resort - resort was clean and well taken care of - spacious room (we stayed in the standard double deluxe room) - the beaches were man-made lagoons – the beaches were clean, the water was clear, and the waves were calm – great for swimming, kayaking, snorkeling, playing! - lots of fish in the lagoons - for off the beach snorkeling - a new waterpark with slides and activities for adults and kids of all ages - great tasting food at the buffets - had a fantastic steak dinner at Toro restaurant! - great kids club - a teen club (no adults allowed) Cons: - difficult to get a reservation at a la carte restaurants (we did not know that the restaurants close on certain days) - difficult to get umbrella and chairs at the pool after 8:00 AM (even though there are signs that tell people not to throw their towels on the chairs and leave them there the whole day, people still do it) this policy was not enforced - some pressure to attend an event where they try to sell something to you (excursions, time share, membership?) Read less

This resort is great. We traveled with six adults and 5 children. The kids had a blast...whether it was going to the water park, the activities at the pool or just relaxing. The food was better than expected. The Brazil steakhouse was excellent. The french and Asian restaurants were very good. The Market buffet had everything you needed for breakfast or lunch. The only sub par meal we had was at Torro. The steaks weren't very good. The staff at the resort are friendly and willing to go out of their way. Brandon at the pool unbelievable. He made our experience at the pool great. He was always there. Read less

Everything was awesome! The Rock Royalty package was perfect for us. Having someone there to help with everything during the trip was a good choice for us, didn't have to worry about a thing. All we had to do was tell them what we wanted and they would just make it happen. The beach is super nice. They have walls blocking the big waves from getting to the shore, but I think that's a plus. Without the waves, the water is a lot more clear and calm, we were able to snorkel around and see all kinds of fishes. We had a perfect view of the ocean from the room the spa was great, food was excellent, and the staff was super friendly and helpful. Resort credit was great, they kept reminding us that there is a 20% gratuity fee for the service when you book and would provide you with the receipt of the final price for what you're going to actually pay which is great if someone is ever confused about that. I would definitely recommend this to everyone and it is definitely a 5-star resort. It's for sure a trip we will never forget. Read less