Hard Rock Hotel Riviera Maya
All Inclusive Included
All Inclusive Included
Address: Carretera Playa del Carmen – Tulum Km 72 Puerto Aventuras, 77710 Riviera Maya, Q.R., Mexico
Hotel Amenities you Can Expect!
- 5-Star accommodations
- Casual and à la carte dining
- Beverages (alcoholic and otherwise)
- Delicious snacks
- 24/7 in-room service
- Land sports
- Fitness center
- Jogging track
- Pool and beachside service
- Daily activities
- Nightly entertainment
- Live entertainment
- Free Wi-Fi in room and resort wide
- Parking Free
- Unlimited phone calls to the Continental US and Canada
- Private function concessions
Hard Rock Hotel Riviera Maya
The Hard Rock Hotel Riviera Maya offers a luxurious, all-inclusive beachfront experience with diverse dining options, including several world-class restaurants and bars, and nightly entertainment. Guests can enjoy rooms featuring private balconies, hydro spa tubs, and 24/7 in-room dining. The resort caters to all ages with amenities such as a kids’ club, a teen lounge, and a pet-friendly program, ensuring a memorable stay for everyone
Experiences at the Hard Rock Hotel Riviera Maya
Room Amenities at the Hard Rock Hotel Riviera Maya
- Double hydro spa tub
- Bath with showers
- Rock Spa® bath amenities
- Bathrobes & slippers (upon request)
- Hair blow dryer
- French – style balcony
- 24-hour room service
- Mini bar with soda, bottled water, juice & domestic beer (upon request)
- Smart Led TV with satellite
- Purified water
- Digital safe (laptop size)
Frequently Asked Questions
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We work with trusted wholesale suppliers who give us access to discounted rates not available to the general public. These rates are often offered in bulk to travel agencies like ours, allowing us to pass the savings on to you.
While hotel websites and large booking platforms typically show retail prices, our connections let us offer special rates—often lower for the same dates and room types.
The hotel offers a variety of rooms and suites, including Deluxe Rooms, Rock Royalty Level Rooms, and family-friendly options. Each room is equipped with modern amenities and decorated with music-themed decor.
Yes, the hotel operates on an all-inclusive basis, covering meals, beverages, entertainment, and many activities.
The resort features multiple restaurants offering a variety of cuisines, including Mexican, Italian, Asian, and international dishes. There are also snack bars and several bars and lounges.
Yes, the hotel provides various activities for kids, including a kids’ club, teen lounge, and family-friendly entertainment.
Yes, Hard Rock Hotel Riviera Maya provides comprehensive wedding and event planning services, with customizable packages and professional coordinators.
Amenities include multiple swimming pools, a private beach, a full-service spa, fitness center, water sports, and live entertainment.
Yes, the hotel features Club Heaven, a vibrant nightclub for adults with live DJs, dancing, and themed parties.
The Rock Spa® offers a range of treatments, including massages, facials, and body treatments, in a serene environment. It also includes hydrotherapy facilities.
The hotel frequently offers special promotions and packages, including discounts for extended stays, romantic getaways, and family vacations. Check the hotel’s website for current offers.
The Hard Rock Hotel Riviera Maya follows rigorous health and safety protocols, including enhanced cleaning practices, social distancing measures, and health screenings for guests and staff.
What Do People Think About Staying At The Hard Rock Hotel Riviera Maya?
Special thanks to the management and staff of Restaurant Faro. Marta, the manager, personally and graciously made you feel like a special guest every day. The entire staff made our breakfasts and lunches this week a true delight. From the moment you walked in, you were welcomed by the smiling hostesses, Paola and Sinai. We were fortunate enough to frequently sit in the area supported by Walter, Brenda, Francisco and (our favorite) Gabriella. They made certain our drinks never went empty, our plates were whisked away so we could go back to the food stations for more and we always left with a smile! The food was truly outstanding from each food station, thanks to chefs Sol and Alfredo! Could not ask for a better experience for breakfast and lunch.
We were also fortunate enough to have Gabriella support our table at restaurant Ciao. Such a hard worker (she never stopped moving, cleaning up the workstation and fulfilling her customers needs)! She was always pleasant, kind and patient with our attempts at Spanish. Special thanks to Gabriella for making our vacation special.
We were also fortunate enough to have Gabriella support our table at restaurant Ciao. Such a hard worker (she never stopped moving, cleaning up the workstation and fulfilling her customers needs)! She was always pleasant, kind and patient with our attempts at Spanish. Special thanks to Gabriella for making our vacation special.
This hotel blew it out of the park!!
Went for a wedding and I wish I could go back every summer. Staff was amazing, food was great, drinks were always in hand and never empty. We loved Faro and everyone working, we eventually became regulars. Pool side.. David Alvarez became our BEST friend, he seriously made the experience there so personable, thank you DAVID and amazing staff!!! We will be back when we can.
Went for a wedding and I wish I could go back every summer. Staff was amazing, food was great, drinks were always in hand and never empty. We loved Faro and everyone working, we eventually became regulars. Pool side.. David Alvarez became our BEST friend, he seriously made the experience there so personable, thank you DAVID and amazing staff!!! We will be back when we can.
This was our very first time traveling out of the country, and we couldn’t have picked a more beautiful place! Hard Rock Riviera Maya completely exceeded our expectations. The resort itself is absolutely stunning, with breathtaking views everywhere you look. Every corner of the property felt like paradise.
One of the highlights of our stay was having breakfast at Isla. The food was delicious, and the service made it even better. We were lucky enough to be served by Andres, and we can’t recommend him enough! He’s incredibly sweet, attentive, and made our mornings so fun and entertaining. He truly made us feel right at home, and his energy added something special to our experience. If you go, definitely ask for Andres—you won’t regret it!
One of the highlights of our stay was having breakfast at Isla. The food was delicious, and the service made it even better. We were lucky enough to be served by Andres, and we can’t recommend him enough! He’s incredibly sweet, attentive, and made our mornings so fun and entertaining. He truly made us feel right at home, and his energy added something special to our experience. If you go, definitely ask for Andres—you won’t regret it!
I stayed at Hard Rock Riviera Maya to celebrate my birthday and, unfortunately, the experience fell short of what I expected from a resort of this category.
From the moment I started planning—coordinating a birthday package with dinner, spa services, and room setup—I encountered disorganization, delayed responses, and incomplete confirmations. Upon arrival, most of what was promised wasn’t ready or even scheduled.
The first night, after a security incident where a group of guests violently kicked our door, the hotel failed to respond promptly. I had to request a room change in the middle of the night and was later asked to sign a legal release form in exchange for basic services that should’ve been provided from the start. That was unacceptable.
Cleanliness was also an issue in both rooms assigned. On top of that, a staff member repeatedly asked if we were single and traveling alone—questions that felt invasive and inappropriate, especially considering the safety concerns for women travelers.
That said, some employees truly went above and beyond. Team members at The Market, the pool, spa, and Los Gallos offered warmth and care that helped balance out the experience. I’m grateful for their effort and kindness.
This property has potential, but it needs improvements in coordination, service standards, and guest safety protocols.
From the moment I started planning—coordinating a birthday package with dinner, spa services, and room setup—I encountered disorganization, delayed responses, and incomplete confirmations. Upon arrival, most of what was promised wasn’t ready or even scheduled.
The first night, after a security incident where a group of guests violently kicked our door, the hotel failed to respond promptly. I had to request a room change in the middle of the night and was later asked to sign a legal release form in exchange for basic services that should’ve been provided from the start. That was unacceptable.
Cleanliness was also an issue in both rooms assigned. On top of that, a staff member repeatedly asked if we were single and traveling alone—questions that felt invasive and inappropriate, especially considering the safety concerns for women travelers.
That said, some employees truly went above and beyond. Team members at The Market, the pool, spa, and Los Gallos offered warmth and care that helped balance out the experience. I’m grateful for their effort and kindness.
This property has potential, but it needs improvements in coordination, service standards, and guest safety protocols.
I had an amazing experience during my stay at the Hard Rock Hotel, and a huge part of that was due to Paola and Moises. They went above and beyond to ensure we had everything we needed—whether it was arranging dinner reservations, providing transportation or helping with any special requests. The attention to detail was top-notch, and they were always available to assist without being intrusive. It truly elevated our stay and made our trip feel extra special. I can’t thank them enough for their exceptional service. Highly recommend if you’re looking for a great vacation experience!
Spent a week at the Hard Rock Riviera Maya. Traveling with my family including 2 kids (8 & 10). We had an excellent time. The resort was beautiful. Beach was nicer than other resorts we have stayed at in the Cancun area. There was so much to do. With the excellent service and assistance from our Butlers Moises and Paola, we had the best seats at every dinner and show. They helped us navigate our daily plans, reserved relaxing pool and beach spots for us every day and made recommendations whenever requested. We will be back!
This was our second time at the property, and once again, we were welcomed with warmth, kindness, and positivity, hallmarks of the incredible staff here.
Check-in was smooth and fast, and we were introduced to our amazing concierge, Jescan, who showed us the property map and all the new changes.
The food was great overall, and we appreciated that premium liquors were available to all guests, regardless of their membership tier.
Some highlights that made our stay even more enjoyable:
A special thank you to:
• Jescan and Yukari
• Pamella Kepler at Legendary Services (she is a legend)
• Pizzeto – Maggye, Juan, and Francisco
• Hamburger Station – Angel, Jordy, and the lovely young woman whose name we didn’t catch
• The Market – Uriel and Javier
• Cabanas – Alex (for 2 days took care of us like his own family)
• Ciao – Daniel and Santana
And an extra special thank you to Mariano for truly listening to our concerns and taking immediate action to resolve them. That made a huge difference for our family.
From the bellhops to the check-in staff at Legendary Guest Services, to the crew working behind the scenes like housekeeping, maintenance, kitchen staff, and more. What truly makes this place special is the people. Everyone plays a part in making sure guests are taken care of and feel welcome.
Until next time (2029)… Byeeeee
Check-in was smooth and fast, and we were introduced to our amazing concierge, Jescan, who showed us the property map and all the new changes.
The food was great overall, and we appreciated that premium liquors were available to all guests, regardless of their membership tier.
Some highlights that made our stay even more enjoyable:
A special thank you to:
• Jescan and Yukari
• Pamella Kepler at Legendary Services (she is a legend)
• Pizzeto – Maggye, Juan, and Francisco
• Hamburger Station – Angel, Jordy, and the lovely young woman whose name we didn’t catch
• The Market – Uriel and Javier
• Cabanas – Alex (for 2 days took care of us like his own family)
• Ciao – Daniel and Santana
And an extra special thank you to Mariano for truly listening to our concerns and taking immediate action to resolve them. That made a huge difference for our family.
From the bellhops to the check-in staff at Legendary Guest Services, to the crew working behind the scenes like housekeeping, maintenance, kitchen staff, and more. What truly makes this place special is the people. Everyone plays a part in making sure guests are taken care of and feel welcome.
Until next time (2029)… Byeeeee
Spent 10 days at the Hard Rock Riviera Maya in February. We have been to 15+ all inclusive resorts and found this HR to have the nicest grounds/beaches we have experienced. We would walk the entire grounds daily and enjoyed the pristine landscaping and lagoons areas that served as the beach. Drink & food are readily available throughout the resort. The restaurants were good.....we had some excellent meals and a few misses. No real issue getting into the restaurants unless you come at 7PM....which is peak time and usually will have a decent wait time.
The rooms are tighter than we are use to. We had more luggage due to our longer stay and the 3 drawers/5 hangers did not meet our needs. The house keeping was not consistent as we had to call for service multiple times. There were no hand towels or face clothes on multiple days. The last 2 days, our room experienced a sewer odor coming from the shower drain. Maintenance came but spraying a deodorizer did not solve the issue!
The service at the restaurants were good. We enjoyed Faro daily for either breakfast or lunch or both some days. The Manager Maria and her team treated us very well and we appreciated the great service and food. Zen was also very good on all levels.
We enjoyed our vacation at the Hard Rock, but feel Management could make efforts to make the customer experience even better. Inconsistent quality at the Al-a-Carte Restaurants. The consistency of the housekeeping. General maintenance of the rooms/buildings needs attention.
From a health perspective, placing used drink glasses into a tub of water for a quick rinse does not provide the level of sanitation that is reasonable. I returned home to a bad cold/flu that likely came from using these unclean drink glasses at the beach/pool areas. Bring a GO CUP for your drinks!!
The rooms are tighter than we are use to. We had more luggage due to our longer stay and the 3 drawers/5 hangers did not meet our needs. The house keeping was not consistent as we had to call for service multiple times. There were no hand towels or face clothes on multiple days. The last 2 days, our room experienced a sewer odor coming from the shower drain. Maintenance came but spraying a deodorizer did not solve the issue!
The service at the restaurants were good. We enjoyed Faro daily for either breakfast or lunch or both some days. The Manager Maria and her team treated us very well and we appreciated the great service and food. Zen was also very good on all levels.
We enjoyed our vacation at the Hard Rock, but feel Management could make efforts to make the customer experience even better. Inconsistent quality at the Al-a-Carte Restaurants. The consistency of the housekeeping. General maintenance of the rooms/buildings needs attention.
From a health perspective, placing used drink glasses into a tub of water for a quick rinse does not provide the level of sanitation that is reasonable. I returned home to a bad cold/flu that likely came from using these unclean drink glasses at the beach/pool areas. Bring a GO CUP for your drinks!!
I like to rate experiences that are in the top or bottom 5% only. This visit to Hard Rock Riviera Maya was an absolute surprise. With it being all inclusive AND Spring Break, I expected dirty cups, bottles and the like scattered throughout the premises. On the contrary, the grounds were kept immaculately, everything was cleaned every day and throughout the day, and the place was beautiful and spotless. I will return at some point to revisit all the friends I made amongst the staff, and to enjoy the very functional and beautiful grounds.
EVERY interaction with all employees was greeted with a smile and “Hola”. Special recognition goes out to Hugo at the front desk, the sommelier at Toro, Sam in Housekeeping, and especially David Alvarez poolside. David was incredible and deserves huge accolades.
The food was average I suppose for such a venue, but all in all the experience was fantastic. Keep up the good work!
EVERY interaction with all employees was greeted with a smile and “Hola”. Special recognition goes out to Hugo at the front desk, the sommelier at Toro, Sam in Housekeeping, and especially David Alvarez poolside. David was incredible and deserves huge accolades.
The food was average I suppose for such a venue, but all in all the experience was fantastic. Keep up the good work!
We stayed in the presidential suite for 7 days. We loved the room, the view was spectacular. Service was great. Had a few communication issues with the vacation planner about a few things we had planned in advanced that ended up being canceled last minute that took away from us seeing 2 different shows. Other than that we enjoyed our stay at The Hard Rock. so much to do! We LOVED the lagoons. Spent most of our days there.
We spent a week here for our honeymoon at the Heaven side of the resort in March of 2025. We couldn't have been more pleased with the experience. They truly go out of their way to accommodate you every step of the way from airport pick up all the way to airport drop off. They are a well oiled machine and extremely friendly.
We spent the majority of our days at the Eden pool where Oscar and Osvaldo (Ozzy) made sure our drinks were never empty and we never went hungry. The swim up bar is well staffed and they are extremely attentive, rarely waited more than a minute to get a refill there. Excellent variety of music and even a live band on Sunday afternoon.
We are planning on going back again next year, no question!
We spent the majority of our days at the Eden pool where Oscar and Osvaldo (Ozzy) made sure our drinks were never empty and we never went hungry. The swim up bar is well staffed and they are extremely attentive, rarely waited more than a minute to get a refill there. Excellent variety of music and even a live band on Sunday afternoon.
We are planning on going back again next year, no question!
⭐️⭐️⭐️⭐️⭐️ Hands down, the best resort I’ve been to!
From the moment you arrive, Hard Rock Hotel Riviera Maya impresses with its stunning, well-maintained property and top-notch service. The staff is incredibly kind, courteous, and always available to help, making the experience even more enjoyable.
The dining options are fantastic—unlike many other resorts, you don’t usually need reservations, so you can easily explore all the à la carte restaurants. The food is excellent, with great variety and quality.
The accommodations are spacious, clean, and comfortable, with everything you need for a relaxing stay. There’s no shortage of activities for both adults and kids—plenty to keep you entertained without even leaving the resort! The entertainment is nonstop, with something happening at all hours of the day and amazing shows every night.
But what truly sets this place apart is the vibe—the atmosphere is electric, fun, and inviting. Whether you’re looking to relax or party, this resort has it all.
I would absolutely go back and highly recommend it to anyone looking for an unforgettable vacation! 🎸🌴🔥
From the moment you arrive, Hard Rock Hotel Riviera Maya impresses with its stunning, well-maintained property and top-notch service. The staff is incredibly kind, courteous, and always available to help, making the experience even more enjoyable.
The dining options are fantastic—unlike many other resorts, you don’t usually need reservations, so you can easily explore all the à la carte restaurants. The food is excellent, with great variety and quality.
The accommodations are spacious, clean, and comfortable, with everything you need for a relaxing stay. There’s no shortage of activities for both adults and kids—plenty to keep you entertained without even leaving the resort! The entertainment is nonstop, with something happening at all hours of the day and amazing shows every night.
But what truly sets this place apart is the vibe—the atmosphere is electric, fun, and inviting. Whether you’re looking to relax or party, this resort has it all.
I would absolutely go back and highly recommend it to anyone looking for an unforgettable vacation! 🎸🌴🔥
The hotel was great and the food was good too but what we really appreciated was the service. Our butlers, Diego and Mauricio, were top notch. They stopped by the pool to check in with us every day. They took care of changing reservations when needed and made sure we had the best seats at the pool everyday. They gave us recommendations for their favorite restaurants. My son ended up needing to see the doctor and they worked together to get him the medicine he needed.
They were amazing and I would recommend the hotel, Diego and Mauricio any day.
They were amazing and I would recommend the hotel, Diego and Mauricio any day.
Our two butlers were excellent. Paola contacted us daily to check on our stay and to see if we needed anything. We also saw her everyday at the pool just checking in. Moises did a great job making sure that we were able to make the most of our dinners and evenings. We had reservations each dinner and even front row seats to shows.
At the pool, Jorge tended to our every need including food at the pool area. He was extremely friendly and we never sat with empty drinks. We loved the time here with him, he became a part of our 11 person team. Kudos to Jorge!!!! Also, Oscar was a much needed add in for additional relaxation pool side. He was awesome.
My husband and I had a great week of fun in the sun and it was largely due to the above mentioned employees. I highly recommend them all for a special experience. Thank you all!
Added photo with a new friend, Jorge💖
At the pool, Jorge tended to our every need including food at the pool area. He was extremely friendly and we never sat with empty drinks. We loved the time here with him, he became a part of our 11 person team. Kudos to Jorge!!!! Also, Oscar was a much needed add in for additional relaxation pool side. He was awesome.
My husband and I had a great week of fun in the sun and it was largely due to the above mentioned employees. I highly recommend them all for a special experience. Thank you all!
Added photo with a new friend, Jorge💖
The longest check in ever! How is it possible that their system is so slow? 30 minutes in line and it was short!
My family and I enjoyed this resort so much! Abraham was our waiter at the market and he was so attentive and had a great personally. We enjoyed seeing him at breakfast everyday! Ricardo was a waiter by the pool bar who was excellent! He made sure to keep all the drinks you wanted coming! Enrique made the best drinks by the pool bar! The food was delicious! Entertainment was amazing there was something for all ages! I have a 1 yr old and 12 yr old and they both had a great time!
Excellent experience, I was there recently and everything was fantastic, great service from Erika and Mauricio, our butlers in room 4400.
Exceptional Service & Unforgettable Experience!
From the moment my sisters and I arrived at the Hard Rock Hotel Riviera Maya, we were treated like absolute VIPs. Every aspect of our stay was flawless—from the pristine facilities to the top-notch entertainment—but what truly made this trip unforgettable was the outstanding customer service.
The staff went above and beyond to ensure we had the best experience. From the friendly front desk team who welcomed us with kindness, and answering our many questions. The concierge team, and Rosy our vacation planner who assisted with going to Rio Secreto and Chichen Itza was always eager to help with any request, making everything feel effortless.
I looked forward to seeing the amazing smile of Esperenza at the cafe who remembered my order every morning before I watched the sunrise. The poolside service from our waiter Juan was impeccable all week! He provided us with drinks and snacks. Also looked out for us each day. He made our days at the lagoon in the bali bed/or beach chairs relaxing and enjoyable...."Go Lucy, go Lucy" 🙂
Beyond the service, the resort itself is stunning. The rooms were spotless and well-maintained, the food at every restaurant was delicious, and the nightly entertainment was always fun. The spa is simply amazing!! My sisters and I had facials, massages and hydrotherapy and would highly recommend all services. All therapists were professional and highly qualified.
If you’re looking for a resort that truly cares about its guests, this is the place to be. Huge thanks to the entire team for making our vacation so amazing—this was our first sisters trip and you made it so incredibly special and unforgettable
From the moment my sisters and I arrived at the Hard Rock Hotel Riviera Maya, we were treated like absolute VIPs. Every aspect of our stay was flawless—from the pristine facilities to the top-notch entertainment—but what truly made this trip unforgettable was the outstanding customer service.
The staff went above and beyond to ensure we had the best experience. From the friendly front desk team who welcomed us with kindness, and answering our many questions. The concierge team, and Rosy our vacation planner who assisted with going to Rio Secreto and Chichen Itza was always eager to help with any request, making everything feel effortless.
I looked forward to seeing the amazing smile of Esperenza at the cafe who remembered my order every morning before I watched the sunrise. The poolside service from our waiter Juan was impeccable all week! He provided us with drinks and snacks. Also looked out for us each day. He made our days at the lagoon in the bali bed/or beach chairs relaxing and enjoyable...."Go Lucy, go Lucy" 🙂
Beyond the service, the resort itself is stunning. The rooms were spotless and well-maintained, the food at every restaurant was delicious, and the nightly entertainment was always fun. The spa is simply amazing!! My sisters and I had facials, massages and hydrotherapy and would highly recommend all services. All therapists were professional and highly qualified.
If you’re looking for a resort that truly cares about its guests, this is the place to be. Huge thanks to the entire team for making our vacation so amazing—this was our first sisters trip and you made it so incredibly special and unforgettable
Excellent food, super comfortable rooms, one of the best hotels I have visited.
The treatment of the employees is super good and very proactive, however I can say the same about the "management" of the hotel. They have a priority to show that they have authority, before trying to understand the clients when they try to explain a situation. Specifically the "Managers" Pedro from the night shift and the manager of the Italian restaurant, I don't remember his name. I suppose that because of the position they have, they consider that they can treat clients any way they want and they cannot notify anything.
Despite being a wonderful hotel, I don't think I will visit again because of such a bad time. Thank you
The treatment of the employees is super good and very proactive, however I can say the same about the "management" of the hotel. They have a priority to show that they have authority, before trying to understand the clients when they try to explain a situation. Specifically the "Managers" Pedro from the night shift and the manager of the Italian restaurant, I don't remember his name. I suppose that because of the position they have, they consider that they can treat clients any way they want and they cannot notify anything.
Despite being a wonderful hotel, I don't think I will visit again because of such a bad time. Thank you
I am utterly disappointed with my recent stay at the Hard Rock Punta Cana and the Legendary Membership program. I became a Legendary member after visiting the Riviera Maya location, where they promised countless benefits. Trusting their word, I even referred a family member, who also became a member. However, none of the benefits I was promised were honored, including credit for my referral. I raised my concerns with the staff, but nothing was resolved. It’s nothing short of a scam.
This experience has left such a bad taste in my mouth. I used to recommend this hotel to everyone I knew, speaking highly of it and encouraging them to visit. But after this debacle, I’ve made it my mission to tell everyone to stay far away from this resort and their fraudulent membership system.
Additionally, the staff’s attitude is beyond appalling. They treat American tourists like royalty, rushing to serve them for a measly dollar tip. But if you’re a Latino guest, the treatment is drastically different. The staff is rude and dismissive, and you can feel the segregation everywhere. For instance, at the pool, they greet and serve American guests immediately, treating them like gods, while ignoring their fellow Latinos completely—often not even saying good morning.
This blatant discrimination and the overall lack of professionalism make for an extremely uncomfortable and infuriating experience. Save your money and go somewhere else where you’ll actually be treated with respect. Hard Rock Punta Cana and the Legendary Membership program are a complete disgrace.
This experience has left such a bad taste in my mouth. I used to recommend this hotel to everyone I knew, speaking highly of it and encouraging them to visit. But after this debacle, I’ve made it my mission to tell everyone to stay far away from this resort and their fraudulent membership system.
Additionally, the staff’s attitude is beyond appalling. They treat American tourists like royalty, rushing to serve them for a measly dollar tip. But if you’re a Latino guest, the treatment is drastically different. The staff is rude and dismissive, and you can feel the segregation everywhere. For instance, at the pool, they greet and serve American guests immediately, treating them like gods, while ignoring their fellow Latinos completely—often not even saying good morning.
This blatant discrimination and the overall lack of professionalism make for an extremely uncomfortable and infuriating experience. Save your money and go somewhere else where you’ll actually be treated with respect. Hard Rock Punta Cana and the Legendary Membership program are a complete disgrace.
Well, to begin with, it's my second experience in hard rock, first in Punta Cana and now here in Riviera Maya and it's a shame that my stay here was terrible. First, when I arrived at the airport, the pick-up was included since I'm traveling as a member of Legendary, which When I arrived I had to wait an hour for the transportation to fill up so we could move since it was not private, therefore I had to pay a taxi 160 dollars to enter the hotel, when I arrived at the hotel
Maybe we arrived at 12 and they didn't give us the room until 3 in the afternoon. Oh, I forgot, when we did the check-in, they wanted to charge me 1700 dollars more because they said they weren't paid until I had to show the girl who helped me that they were already there. Everything was fully paid. If I acted stupid, I would have lost 1,700 dollars more. The room was terrible, dirty, with a bad smell of urine and humidity, water leaking from a bathroom wall. The first two days they didn't make the room for me. I complained and nothing happened. They brought me towels, the food in the buffet, criticism, you can't take what you want, you have to ask for it and not even butter for the bread, the drinks are just a toy, the activities are very bad, the theater is always packed and it's hot everywhere in the red lobby, there's no one who can being in the heat and without counting the times they call you in the room in the morning and wake you up for their talks, they are annoying. The truth is, in conclusion, the only thing that works is the beach. I do not recommend this hotel to anyone. Very disappointed, I thought it would be different from me. experience in Punta Cana but it was not the same oh worse
Maybe we arrived at 12 and they didn't give us the room until 3 in the afternoon. Oh, I forgot, when we did the check-in, they wanted to charge me 1700 dollars more because they said they weren't paid until I had to show the girl who helped me that they were already there. Everything was fully paid. If I acted stupid, I would have lost 1,700 dollars more. The room was terrible, dirty, with a bad smell of urine and humidity, water leaking from a bathroom wall. The first two days they didn't make the room for me. I complained and nothing happened. They brought me towels, the food in the buffet, criticism, you can't take what you want, you have to ask for it and not even butter for the bread, the drinks are just a toy, the activities are very bad, the theater is always packed and it's hot everywhere in the red lobby, there's no one who can being in the heat and without counting the times they call you in the room in the morning and wake you up for their talks, they are annoying. The truth is, in conclusion, the only thing that works is the beach. I do not recommend this hotel to anyone. Very disappointed, I thought it would be different from me. experience in Punta Cana but it was not the same oh worse
The food service in general is one of the best we have had. Our favorite restaurant was El Faro; He is characterized by his kindness, charisma and everyone who served us did everything possible so that we did not need anything. Excellent group, from the manager, the chef, the hostess…. but especially Gaby, Manu and Francisco! A big hug from Chicago!
I am giving a one star purely on service. You have to call numerous times to get someone to come take your luggage. They are not in a hurry. The front desk is not helpful. No one knows what anyone or any other department says or can do. We told an employee just in talking when he asked about our stay and he flat out said this location is not good like Punta Cana. So clearly the employees know there is an issue.
The grounds are not well upkept. It is overgrown. The water park is a joke. It is trashed and unsanitary. The room has poor A/C if you are on the exterior. The lobby is not air conditioned well. You continue to sweat anywhere you go.
For an all inclusive the food is pretty good. No complaints about the food.
There are better family all inclusive in the area.
The grounds are not well upkept. It is overgrown. The water park is a joke. It is trashed and unsanitary. The room has poor A/C if you are on the exterior. The lobby is not air conditioned well. You continue to sweat anywhere you go.
For an all inclusive the food is pretty good. No complaints about the food.
There are better family all inclusive in the area.
So far the most horrible experience I've had out this way...peroid....room..still.not ready...flew in at 3pm this time. Have Premier membership. So DONT PAY if your an member go.elsewhere. It's not 10pm.
So day 2. Shower pressure is dirt....the jets in the jazzui don't work...the slider hard has heck to open AND I broke handles trying to open it....smh....Day 3 I'm told nope 8 can't get the crab I want...just an overall bad experience. It did NOT start of great. Day 4....spa day and yes issues there.....Day 5 kids and Lazer tag....I've never experienced this ever....
So day 2. Shower pressure is dirt....the jets in the jazzui don't work...the slider hard has heck to open AND I broke handles trying to open it....smh....Day 3 I'm told nope 8 can't get the crab I want...just an overall bad experience. It did NOT start of great. Day 4....spa day and yes issues there.....Day 5 kids and Lazer tag....I've never experienced this ever....
David from the blue pool gave us a super facial massage. Very refreshing.
Well,go stand in line to restaurants,3 rd in line .3 hour wait.Rooms were suppose to be side by side,NOT.AC ISSUES,Constant people trying to sell timeshares.The pictures of beaches,,better look a little more.There are some hard working people here but management needs a step up.Will let our travel person know and have .
........Update,,,,
We finally got the issues handled, just need to find right staff members,all good.
The restaurant waits are still an issue,but the right staff person can help.There are other issues with the timeshare and people trying to sell you ,just have to handle
........Update,,,,
We finally got the issues handled, just need to find right staff members,all good.
The restaurant waits are still an issue,but the right staff person can help.There are other issues with the timeshare and people trying to sell you ,just have to handle
Adbeel (reception) and Santiago, Joel, Damien (pool bar) were amazing! My girls trip was so fun! Highly recommend this Hard Rock location. Great service and accommodations.
Everything incredible, looking forward to not leaving this paradise!!!
The staff was super friendly, all super cute and super attentive, especially we had attention from security, a girl named Jessica.
I just wish they could improve the rooms.
- some signs indicating to be respectful and not to shout, the noise was too much
- the beds are not the most comfortable
The staff was super friendly, all super cute and super attentive, especially we had attention from security, a girl named Jessica.
I just wish they could improve the rooms.
- some signs indicating to be respectful and not to shout, the noise was too much
- the beds are not the most comfortable
This is a beautiful resort, the food is good & staff is friendly. It is family friendly; if you are going without kids I suggest staying on the adults only side. We had a swim up room in August when the weather and views were perfect. The hotel is over 1 hour from the airport so I suggest scheduling a shuttle in advance. The paradise pass reps will try to sell you another vacation typically as you leave the resort to catch your plane, at the most inconvenient time! We were weary about purchasing it & rightfully so because Sergio lied to us about the type of room the package covered. All in all this pass costs $1847 for 5 days & 4 nights at any Hard Rock Resort. I wanted to go to Punta Cana so he showed me a 2 floor villa that you can't access instead of the basic rooms the pass covers. I went to book it & it wasn't even listed on the website because villas are only available to members of the legendary hard rock club membership at $100,000 yearly. Sergio never said that & falsely advertised the paradise pass vacation deal. Paola from paradise pass suggested I pay another $1847 to buy another room as a resolution. How can you suggest someone who was scammed by your rep pay more money which sounds like she's in on the scam. She didn't offer to pay it nor provide a credit. It's a scam so don't waste your time or money. That was a very disappointing end to a much needed vacation! I won't take my family back if the resort doesn't fix this!
We had a wonderful stay! Jamie G was amazing, had our towels on our chairs for us every morning! Saul was the best pool side server, knew our orders and made sure we always had a fresh drink! All the staff was so friendly and helpful, We already have our next trip booked!
I booked a package that had early check in, resort did not provide, when I received my room there was construction next door and a horrible chemical acetone smell, I did report this to the resort and nothing was done, I also booked my wedding here and got married during my trip. Liliana my wedding coordinator was wonderful. However, EVERY SINGLE PERSON in my guest party had issues with their rooms. There were 5 rooms between us. For example, brown water running in their tubs, stopped up showers etc. Also, was very surprised about the lack of English compression of a good amount of the staff. Front desk was fine but most staff when asked questions really had no compression. As someone who spent tens of thousands of dollars I cannot recommend ever recommend this resort again especially not for a wedding.
Everyone was great! You have a first class Group of employees I worked with Diego, EMMANUEL and Brendo and Valeria . everyone was very helpful and made sure that everything was done properly. You have trained these people very well. They are first class. I would recommend this hotel to anybody, especially for the reasons of the service was amazing. Keep up the good work and please encourage your employees to continue their great work and making sure that our vacation time was first class thank you
Loved my time here. Nice rooms, not elegant, but clean and serviceable. People are wonderful. Food is very good. No real beach, but a few man-made ones. Went for concert, was very well done. Location is far from anything, so you will be staying at resort only. Pools were nice.
Had a great time at the Hard Rock. We were there for One Big Holiday music festival and it was a blast. The staff are so courteous, friendly, and helpful! Rooms were very nice although our double beds felt small. Food and drink were excellent. Watch out for the occasional monkey!
Our family of 4 (2 kids and 2 adults) really enjoyed our vacation here. The pool, our room and the resort as a whole was gorgeous. Overall the service was excellent. We especially loved the treatment we received from our two personal butlers, Paola and Mafer. They made everything so easy for us by taking care of all the details including daily dinner reservations, transportation details and sharing daily resort activities and schedules. The food was pretty good too, not always the best, but still very acceptable. The only thing we didn’t love was the hotel not being right on the beach, there were only lagoons to enjoy the ocean. The pool was our favorite!
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