Hard Rock Hotel Riviera Maya - Hacienda

We are Legendary members, and this was our 6th visit to HRHRM. This trip we stayed for two weeks. It was great to see so many familiar faces among the staff, who also remembered us. Special kudos to: (1) Our butlers Moises and Vincente, who visited us daily and handled all of our requests expediently and courteously (2) Fatima, who is an absolute pleasure, for the incredible service at the beach (3) Mary, David, Rigoberto and Juan for outstanding service at the pools (4) Jago and Mukul who made our frequent visits to Arriba bar extra special (5) Elizabeth, Manu, and Francisco for the quality and friendly service at Faro (6) Jesus and Daan (with two As) for the unforgettable dining experience at Frida (7) the manager and staff at Le Petit who accommodated us for a late dinner and allowed us to enjoy ourselves without time restraint (8) Manuel at Wai who remembered us from previous stays and welcomed us with open arms. We congratulate Legendary for hiring and recognizing quality employees like these and the many more who contributed to a fantastic vacation. JJ & JJ Read less

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. Read less

Personally, it’s my second time at a hard rock all inclusive. My parents and extended family are legendary members and VIP. We are committed to Hard Rock! So here’s my honest review::: BUTLER - As Legendary, we get a butler who cares for you and you can reach them via WhatsApp. I usually love this feature but the one we received here was such a pain. Didn’t do his job at all. Don’t wanna name and shame, but it was unfortunate that he didn’t care or help us at all. (HR can reach out to me if needed) POOLS - they’re so great! The family friendly side is so fun, plenty of space to swim, amazing entertainment, and food all around so you won’t get hungry. The Legendary/chairman side was stunning. Nice and quiet, but less shade for sure. Then the adult only side was even more stunning!! Though there’s a section for chairman’s only — so pretty but know that raccoons like to swim there in the evening. Let’s hope the chlorine is strong. ENTERTAINMENT - They really go above and beyond to keep you entertained. I loved the Reverb show. The Mayan show was fascinating! There was a dance battle in the lobby one evening which was so fun. Felt like we were all a community :) I even got to see some of the entertainment on the Azul lobby. Beatles tribute was surprisingly so good! Although i didn’t go to all the shows, I thought they were better than the other HR I’ve been to! ROOM - nicely air conditioned. Beds are comfortable. The shower was amazing!! The resort is getting old, and you can tell with bed head board peeling off. We opened the cabinet to the mini fridge, and the door just fell off? (See photo). Almost injured my mom! There’s a lack of maintenance to keep the rooms nice. Apparently they are supposed to be redone every five years but they’re focusing on building other HR’s and such that this isn’t their priority. Not really a big deal but def lots of wear and tear. FOOD - the market sucks…just saying it as it is. Cold stale food. Only go here if you have no reservations or need quick food. Frida (Mexican) was yum! Toro was even more yum. Ciao wasn’t too great - we had to order more food cus they also acknowledged the dish they served us was bad. Food comes quickly! Zen — I’ve been to many hibachis/teppanyaki…and this place had the best food hands down. The chef was so personal and we had an amazing time. Umo (adult Mexican) was delicious. You can tell everything is fresh! ROCK SPA - just do it. You won’t regret getting a massage. My entire family got the aromatherapy massage. It was the absolute best. As soon as you walk into the spa, you find instant relaxation! SERVICE - all the workers are there to serve you. They go above and beyond to make sure you have your best stay. Just poor service from our butler. I questioned if he has another job that he had to tend to since he wasn’t doing his job at the resort lol. GOLF CARTS - the best! They come every 5 mins they say but def come more often than that. They’re there to help you get to one place to the other if you don’t wanna walk in the heat. The drivers were always great! ROMANTIC DINNER @ beach - amazing food, great set up, music; and service! Would recommend if keen to spend the $! Other comments : -Check out takes a bit of time so plan ahead just in case you have an airport pick up -if you order room service, and then leave you tray outside your door for pick up, don’t leave it at night. Call them to get it or else the raccoons will feast on your leftovers in the hallway. We had 5 raccoons rummaging through the plates @ 1 am lol. -bring goggles to the beach so you can see all the fish! Though, you can rent snorkels if needed. Read less