Hard Rock Hotel Riviera Maya - Heaven

My husband and I just celebrated our 2nd anniversary at the Hard Rock Riviera Maya Resort, and I wish I could come back every year! We stayed on the adults-only Heaven side in a Rock Royalty level room. Huge shout out to our Rock Royalty assistant Omar Pichardo! He was absolutely amazing. He did everything from dinner reservations, calling our whale shark tour company to arrange transport, verified our departure with USA transfers, had surprise anniversary chocolates sent to our room and let the dinner restaurants know it was our anniversary- which they provided extra special surprise anniversary desserts! He went out of his way to make sure we felt like Rock Royalty and ensured a 100% stress-free vacation. Thank you, Pichardo! The food at Toro was our favorite! Perfectly cooked, delicious steaks. We never had problems finding pool or beach chairs. The drink services at the pools, beach, and restaurants was superb! A special thanks to Thanos, a server at the Heaven pool, that stuck out to us as providing exceptional pool drink service! There was always someone coming around asking for your drink order. We were extremely impressed that not a single person pressured us for tips (which we have seen at other resorts) - which made us more likely to tip for the excellent service and attitudes of all employees. Our room was cleaned daily and always felt clean and tidy. There is a safe in the room for valuables-which we used-and we didn't have any security issues with items being stolen as some people have claimed on here. The resort was nice in that you could choose to be a partier and join the more rowdy pools and activities, or you could sit by the quieter pools and beaches and just relax- which is exactly what my husband and I did! Every employee we walked by greeted us and always seemed in great moods. I would highly highly recommend this resort and if you get a Rock Royalty room, ask for Pichardo to be your assistant. He won't disappoint! I hope we can return again very soon! Read less

We stayed at the Heaven section at the HRH Riviera Maya. We booked Rock Royalty level, so we got a "personal assistant". That was really where our only "issue" was. Raul was our assistant. We were already done with checkin and still waiting for him to come meet us. He told us he had already booked us a dinner reservation for Ciao (good thing it was one of the ones we wanted to eat at). He recommended we go to the Michael jackson show that night, got our cell phone number, then left us to the lady that explains resort credits. We got to Michael Jackson show after dinner and there were no seats-- apparently you needed reservations for the shows too, which he never mentioned. The next morning around 9:30am he sent us the Billboard for that day (the only day he sent it our entire stay) as well as the closure schedule for restaurants that week. We already knew where we wanted to eat all week, so we sent him our requests for entire week as well as told him we wanted to do the Chicen Itza excursion on Wednesday. He said he'd follow up. Later that afternoon he sent us our confirmation for Monday's dinner only. By Tuesday morning we had not heard from him about Chichen Itza so we stopped by the tour desk and booked it ourselves. Later that afternoon he sent us our dinner confirmation for Tuesday night. At 9:45 Tuesday night he txt and said "I checked on the Chichen Itza for tomorrow but they said it is already full. So I told him we had stopped by and booked it on the way to breakfast that morning. He said "wow you are faster than me" and then asked what time we would get back Wednesday so he could make our dinner reservation. The whole time we were on the tour Wednesday we had not heard about our dinner time. We arrived back at hotel at 8:00pm so I txt and asked when our dinner was and he said "9:00 like you told me" (I had said dinner would need to be 9:00 or later...but I am not psychic to know he was able to get 9:00pm). On Thursday, the day before we left, he asked if we had our transfers for airport Friday. I said we had gotten with the rep on Tuesday and gotten it, but that he ha written "tentative pick up" on it, and did we need to go back over to Hacienda and check with the rep again? He said "oh we can just call from here." Sounded like he was going to handle so I said "great, thanks" as we had just sat down at the pool. He then txt and said "no am near Heaven now so we can do that when you get a chance" so my husband went on back to the lobby and met him. He said all he did was call and make sure still 12:05 pickup. Why he needed us for that is beyond me. While there my husband asked about our dinner reservations for that night. He said "yes you have 7:00 at Toro". Not sure why he had not txt us that confirmation, and wonder if my husband had not asked if we would have received it. Beyond that, the resort was lovely. Ciao was the best restaurant, along with Le petit Cochon. Impanema we had really slow service and it was like they forgot about us when we ordered dessert. Frida was also very good, as well as Toro. Julio, JC, and Joaquin were the best mixologists ever! We also had great service by the pools/on the beach. Spent some time on Hacienda side one day just to check it out, and would love to take our son back with us next time. We were also asked by Raul to meet with him right before our transfer to airport on last day. He basically wanted to give us our room balance (which we had already paid before meeting with him) and get email to send a survey. We still haven't received the survey. After that we were just sitting in lobby killing time and waiting for them to call us for our 12:05 transfer. At 11:46 they called our name and we left the resort. I'd hate to think what might have happened if we hadn't gotten down there til closer to 12:00-- would they have left without us even though we were not scheduled until 12:05. Read less

If you have chance to do the Romantic Dinner with your significant other at Toro restaurant it's worth it. They do it out on the sand , bottle of champagne , excellent food only 4 well separated tables max (we had 3). Waiter Antonio is charming and very attentive to making it an extra special evening. Yes it comes with an extra cost but money well spent. Read less

Hard Rock Rivera Maya was a very good all inclusive trip. Stayed in the Heaven area, but visited the other areas. My wife loved the spa! Oli was our waiter in the Market Place, treated us like royalty every morning and when we had lunch. The Italian was our favorite restaurant. Accomadations were excellent. Facility was very clean, landscape was excellent. The pool areas were clean. Restrooms had A/C and very clean. Plenty of activities in the pool area to participate in. I don't see how anyone would get thirsty or hungry. Drinks were good and mixed to whatever perfection you asked for. Poolside food was sometimes over cooked; however the selection was good. The pizzas in the woodfire brick ovens were very good. Monkey's, iguanas and other wildlife were abundant for viewing. Took a short stroll to find the monkeys. The waterpark area and the indoor activity area for kids would be a kids paradise!!! Mexican Fiesta night outside was a site to behold, food of very good quality everywhere. Music was different, more of a mix. You would think "Hard Rock" would have just that Hard Rock, but other millieum artist were more prominent than Hard Rock artist. In the Heaven area by the Lobby the sound system was just not right and you couldn't understand the words they were singing and couldn't always make out the song. very distorted, not he bands fault. The Hard Rock should permanently install sound systems for bands that perform in the larger indoor areas to ensure quality sound. Read less