Hard Rock Hotel Riviera Maya - Hacienda

A Dream Vacation at Hard Rock Hotel Riviera Maya Our family’s stay at the Hard Rock Hotel Riviera Maya was absolutely phenomenal! From the moment we arrived, we felt like rock stars, thanks to the impeccable service and vibrant atmosphere. This resort truly has something for everyone, and it exceeded our expectations on every level. To fully understand the extent in which this was needed, I would like to provide the back story. My wife, Danielle and I, got married on this very beach of this resort on March 18, 2017 with 72 of our closest family members and friends. It was, by far, one of the absolute best weeks of our lives, and one everyone still talks about! The incredible team and resort have always been nothing but inclusive, warm and exceptional, on every visit; this one marking my fifth. Unfortunately, the last several years have been very difficult for our family. Our then 2 year old son Aiden, was diagnosed during the end of COVID with B-cell acute lymphoblastic leukemia. After three very long years of chemotherapy, our son finally “rang the bell” just one day before his 5th birthday. Exactly 6 months off chemo, now no longer considered immunocompromised, we booked a trip here to celebrate (11/3/24-11/11/24). We had not been back since 2019, so we were VERY excited for all the amenities now in place for families and children. It all delivered, and more. It was a truly surreal and emotional experience watching our son play and swim at the very spot our family started. But beyond that, he had the best week of his life, and we finally got a chance to relax, very much because of your staff. Food: The food has always been good here, but it has received a serious upgrade. The dining options were outstanding, with an incredible array of beautiful restaurants catering to every taste. From flavorful local Mexican dishes to gourmet international cuisine, every meal was a delight. The quality, variety, and creativity of the food were awesome, and the staff’s attention to detail made every dining experience feel special. The Awaken Your Senses dinner was PHENOMENAL. The food was delicious and this truly immersive experience was one we will never forget. Grounds and Facilities: The resort grounds are breathtaking. While undergoing renovations to keep it fresh, every inch of the property is beautifully maintained, with lush tropical gardens, sparkling pools, and gorgeous beachfront areas. The pools offered a perfect mix of relaxation and fun, while the private beach was ideal for snorkeling, paddleboarding, or just soaking up the sun. We love that there are no waves here and our son could walk right in. The facilities are world-class, from the spa and fitness center to the many entertainment areas scattered throughout the property. Kids Club and Family Activities: The Kids Club was an absolute highlight for our son. He broke out of his shell and truly had the week of his life! The activities were engaging, creative, and supervised by the BEST staff! They are a friendly and professional team who clearly love what they do. It gave us parents a chance to relax, knowing our son was in great hands and having a blast. The family activities, I can't even say how impressed we are. The facilities are all new. They have a waterpark, bowling alley, pool tables, a trampoline park, an indoor playground, an obstacle course, laser tag, a gaming lounge, even an escape room! All included, or for a VERY reasonable add on. This ensured we had plenty of quality time together while also enjoying a perfect balance of relaxation and adventure. Staff: The staff at Hard Rock Hotel Riviera Maya are truly exceptional. Their warmth, professionalism, and genuine passion for making guests feel welcome were evident in everything they did. Whether it was the Kids Club team entertaining our son, the waitstaff remembering our favorite drinks, or the housekeeping team going above and beyond (palm leaf custom welcome to Aiden, the fun towel animals he looked forward to every night), every interaction left us feeling valued and cared for. We would like to extend a very special thank you to the following people (I'm sorry we don't know all of their names, please extend our gratitude, I will share photos!): Carolina and Ursola + staff at the Kids Club- thank you for welcoming Aiden the way you did. Knowing you were keeping an eye on him and staying in touch meant everything to us. This was a new experience for us all, and you went above and beyond to make us all feel comfortable and cared for. Truly, thank you from the bottom of our hearts. The staff at Toro, Ciao (Anameli, Lemus, Esme, Gaby, and Tac), and le Petit Cochon who had us in tears celebrating our warrior and how far he has come. Thank you for going above and beyond, from the hand written cards, the sparklers, to special desserts. These were truly core memories created for all of us. Marisa at Zen- thank you for all you clearly do behind the scenes. Despite being the busiest (and arguably most fun restaurant, it is run like a well oiled machine. The small details are never looked over, it is very much appreciated!) Last, but absolutely, certainly not least, we would like to extend our highest compliments and deepest gratitude for the exceptional service provided by Aline Alvarez, also known as DJ and Vibe Aline, at Hard Rock Hotel Riviera Maya. As the Vibe Manager, Aline went above and beyond to make our stay unforgettable, creating an atmosphere that was both welcoming and inspiring. Aline has an incredible gift for hospitality. Her energy, warmth, and genuine care for guests elevate the experience at your hotel to a new level. She made us feel like VIPs from the moment we arrived, engaging us with her magnetic personality, infectious enthusiasm, and deep passion for her work. She took the time to connect with us personally, tailoring her service to ensure every moment was memorable and enjoyable. Aline’s dedication to hospitality shines through in everything she does. She creates an environment that captures the spirit of Hard Rock — one that’s vibrant, inclusive, and unforgettable. It’s clear that she not only loves what she does but also takes immense pride in representing the Hard Rock brand. Employees like these are rare and invaluable, embodying the very best of what hospitality can be. They are a true asset to your team, and I hope you will extend our sincerest thanks to them all for making our visit extraordinary. If you’re looking for a vacation spot that combines luxury, family-friendly fun, and world-class service, the Hard Rock Hotel Riviera Maya is the place to be. Please don’t hesitate to reach out if you would like any further details about our experience. We left with unforgettable memories and can’t wait to return for another incredible experience! Read less

My husband and I visited the Hard Rock Riviera Maya and last week. This was our second trip, we had been to the resort 7 years ago. We had been traveling to UNICO and Hard Rock Punta Cana but, wanted to go back and visit this resort again. We stayed on the Heaven side (adults only). We had an "upgrade" and had a swim out room in building 1. We were lucky that it was fairly private as it faced the "jungle" and there was vegetation in front of the pool. We arrived on Saturday and tried the pool on Sunday. It was nice. However, by Tuesday the pool had not been cleaned and it was rather dirty by that time. Last time we used the pool. We also had a lot of rain while we were there and our corridor was constantly flooding, puddles in front of our room. They did their best to try and keep up with it but, there were still a lot of water. As legendary members, we used the members pool most of the time and that was quiet. Gina at the members pool took great care of us and the bartenders, Osvaldo and I think Armando were also very good. If you are adults and looking for some more fun, then the Eden pool is for you. We spent one day there and Jorge was great at getting drinks and taking care of us. The best service at the restaurants was The Faro Market, for adults only. It is a buffet but, the food was very good. We ate there every breakfast and most lunches. We had different crews several time but, they were all very good. Gabby, Elizabeth and I believe the young man with the glasses' name was Marco. They were so attentive as were the check in ladies. The food was very good. The Mexican street tacos, were my favorite. The wait in the morning for fresh omelets or eggs was minimal and very tasty. We went to lunch twice at La Isla and the service was not nearly as good and we found the food was not either. The service and food we had for dinner was not up to par. We did eat in both adults only restaurants, UMO and WAI. These were the only restaurants were the service was excellent as was the food. We ate at Le Petit and Toro twice. Though, the food was good at Le Petit, we had one night of so so service. We knew we had a new waiter on our first night there and he was trying but.... The next time we had dinner there, he was back to setting up tables. Again our first night at Toro, the service was good but, the steaks were not. The second night we went, we again had a trainee but, the experience was horrible. I will not say his name but, we had a very bad experience. Also want to add that you can only get reservations if you are a Chairman or Hall of Fame member so, expect to wait for a table. Best part of the trip was our butlers! Samantha and Naef, butlers #10. Can't say enough good things about how wonderful they were. From getting us great seats at the pool out of the sun, dinner reservations and all the other wonderful things they did for us! I don't think we will visit this resort again. The Blue Lobby that used to be adults only now allows children and that is not what we are looking for on vacation. We enjoyed listening to the bands etc but, with kids running around, it just wasn't for us. Read less

Once again, our visit to Hard Rock Riviera Maya EXCEEDED our expectations. The level of service provided by the staff is like no other resort and is what has kept us coming back. We have been to this resort many times over the past few years. This time we came with 2 other couples to celebrate my cousin's 50th birthday. Each restaurant helped us celebrate with a dessert/candle/singing etc. We stayed in Building 1 on the Heaven side (roof top terrace) and our butlers Daniel/Gabriel were always easy to reach to answer our questions and to take care of our dinner reservations with our friends for the week. They went above and beyond to be sure we were looked after. If you get a chance to use their services, you won't regret it! Simply having all our dinner reservations in place gave us peace of mind. A huge thank you also goes to Roberto and Viky at the Eden Pool. Every day they ensured we had a buckets of water and Corona's. We were able to order food via the QR code they provided us as well. Thank you so much to these 2 incredible staff members! They work so hard and it doesn't go unnoticed. Also at the Eden Pool, we wanted to thank the pool bar staff too. They worked very hard all day long to keep everyone hydrated! We also want to mention Francisco who was our server for breakfast on the patio outside at Faro one morning. He has an incredible personality and was very fun to interact with. A good sense of humour! We ate breakfast at Ciao on 2 occasions and our server was Erika both times. What a pleasure she was. Very sweet and helpful. She remembered us after a few days in between our first and second breakfast. She even recalled what beverage I had previously and asked me if she could bring it. Also our table chef at Zen was so fun. HIs name is Hugo and he made our dining experience enjoyable with this skills! Food was very good! As for the resort, it is still beautiful. But note that renovations and upgrades are in progress. They have had a large amount of rain over the past few months and are busy repairing damages caused by that. Don't be afraid to ask for a room change if you feel you need it. I think the rooms likely all need a little touchup here and there. But overall, we had consistent housekeeping and fridge restocking. As for the food, what can I possibly say. We were a group of 3 couples and all our dining experiences were amazing. Wai (Thai), Ciao (Italian), Toro (Steak) and Petit Couchon (French) and Zen (Japanese). As a special dining experience, we also had dinner at Taste of the Senses, a 90 minute meal with multiple courses from around the world all served with mixology cocktails. The walls/table are all virtual reality which made it very surreal. One minute we are all on a plane flying to the UK, the next in Italy etc. The cost is $150 pp but if you are looking for something unique then do it! A team of about 5 servers plus a main MC will keep you entertained. Read less