Hard Rock Hotel Riviera Maya (Hacienda and Heaven) - All Inclusive

The facilities, particularly the new Eden pool at Riviera Maya Hard Rock Heaven side, are highly praised. Guests commend the exceptional service from dedicated staff members.

The Hard Rock Riviera Maya is the best place my family has ever vacationed at. If we could live there and never leave we totally would. Everything you need or want is at the resort. We have been to many islands and resorts and none have met the quality of this one. The staff is exceptional, and truly makes the experience as exceptional as it is. They they always happy to see you, serve you and help you, and it shows. The food at the buffet was wonderful. Zen restaurant was very good, we didn’t make it to many others as my kids are picky so we stuck to the buffet which never disappointed any of us. The kids club was wonderful, the kids had a blast. The waterpark was my kids favorite activity, it’s a good size, and was great for all ages (my kids are 1, 6, 9 and all enjoyed it). The rooms the AC is ice cold, they beds and pillows are very comfy, the maid service is exceptional. The Grand Rooftop terrace room we had was so great with the rooftop deck with whirlpool, highly recommend. The beach was beautiful and very relaxing and the pools clean. Lots of fun entertainment by the pool all day and amazing shows at night. We got to watch a tribute to Queen concert off our balcony and it was a wonderful experience. Make sure to ask for a beach or pool view room, and as long as they have one they will give it to you. Our view was amazing, and woke up to the sounds of waves crashing every day. If you are looking for an all inclusive family vacation, this is the place you want to be!

This resort is overall poorly maintained. Our room was the grand sky terrace with 2 bedrooms. We have a baby and a stroller, the elevator was closed. No problem, they moved us, the next room had no air conditioning, and the glass railing on the 4th floor balcony was broken. Wow. Moved us to a third room, this room was ok, except the door stop was missing, and the screw remained which I stepped on puncturing my foot. That is just the rooms, there is dozens of spots through the resort that are in a state of disrepair. My 7 daughter left a ring we had bought for her at the jewellery store on the table at the buffet. We went back within minutes and it was gone. Fairly positive the waiter pocketed it. I asked him to empty his pockets and he wouldn’t. The place was dirty and germ ridden. We all got food poisoning and my youngest daughter got hand foot and mouth disease. This is not a 5 star resort as advertised. It’s barely a 3. Not a good impression, not happy with value for money, and over all very disappointing. Will not be returning.