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“Beautiful grounds with a world class spa!” 5 of 5 bubbles
Review of Heaven at the Hard Rock Hotel Riviera Maya

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Heaven at the Hard Rock Hotel Riviera Maya
Ranked #2 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersGold level
Elk Grove,CA
Level Contributor
15 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
“Beautiful grounds with a world class spa!”
5 of 5 bubbles Reviewed 30 April 2012

Our 5th stay at a Palace property and with 2 small exceptions it was another wonderful week. We actually were booked at the cove side of the resort which is for families but since we did not travel with children we asked if we could move to the spa side which is adults only. They cheerfully honored our request, transported us to the other side and had us checked in all within 15 mins.
This resort is different than the Cancun hotels in that no building is higher than 3 stories and there actually is no beach. It is a more tropical setting and the grounds are well maintained and beautiful!! There are many private places around the coves and pools to hide out. There is an indoor and winding outdoor pool along with a lap pool which doubled as a volleyball pool.
All of the pool and bar staff are great. And despite what others had said, you get plenty of drinks with or without tipping. The staff is very appreciative of tips but never expect them.
The rooms are standard Palace rooms with large showers and the 2 persons Jacuzzi tub by the balcony which has a hammock which is a nice touch. Most of the rooms have a restricted view of the ocean. The room was always clean and the bed always turned down at night. Obviously the "all-inclusive" fridge and liquor cabinet was restocked every day!
The spa is the finest spa I have been in. Arrive early to take advantage of the hydrotherapy area. The staff is well trained and professional. If spa is your thing this is the only Palace resort that allows you to use the whole $1500 resort credit for spa services. One hint about the $1500 resort credit. You have to go to VIP services to book all of your tours, dinners, and spa services that you can pay for with the $1500 resort credit. The area is crowded in the morning so go in the afternoon if you can, there are less people waiting. One side comment about the credit. Yes the services that you can pay for with the credit are overpriced ($350 for steak and lobster dinner) but many of these activities are things I would not normally spend any money on at an all-inclusive resort so it is a nice touch.
Now for the 2 small negatives. The first is the transportation from the airport. Unlike the Cancun Palaces this hotel is over an hour from the airport. The location of the pick up outside the airport is separate from the other Palace hotels. We stood out there 45 mins. Before we were picked up. My guess is that the round trip is over 2 hours and this accounts for the wait but it would have been nice to know this ahead of time.
The 2nd problem is one we have experience once before with Palace. The dinner service in the restaurants is very unattentive and slow. And they have a curious policy of closing random restaurants on different days with just a small note posted in the window. So check ahead if you have your heart set on a certain restaurant choice for that night.
Overall I think If you like to eat, drink you will find the food and drink quality on par with most all-inclusives, a step above buffet quality but not world-class 5 star fare.
Finally, 4 Palace properties are turning into Hard Rock hotels including this one. Palace is still operating the hotel but with Hard Rock branding. I'm curious how the changes will affect the experience at Aventura Spa.

  • Stayed April 2012, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank ferdmcberf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 9 May 2012
We love hearing that your overall stay at our resort was wonderful.
We are sorry that you experienced a longer than average wait for the transportation service at the airport. We apologize that at dinner you received a service uncharacteristic of us, we have already informed the Food and Beverage Manager of your comments.
It is great to know you enjoyed your resort credits and that you had a great relaxing experience at our Spa.
We look forward for the opportunity to host you again in Mexico and the Dominican Republic.
Best regards.
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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (787)
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English first
Fort Myers, Florida
Level Contributor
19 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
3 of 5 bubbles Reviewed 30 April 2012

Traveled here for my brothers wedding and had a great time. Our first room was too far away from everything so we asked to be moved closer to the pool area. They were very accommodating and helped us move rooms promptly. The resort is very large! The first night after dinner it toke us an hour to find our room in the dark. The breakfast and sushi bar were amazing the rest of the restaurants were just ok. I didn't find many great options for non-alcoholic beverages. We toke a few trips to near by Tulum and Playa Del Carmen. All in all it was a beautiful resort and had a great staff but i would prefer to stay someplace smaller next time.

Stayed May 2011, travelled as a couple
Helpful?
Thank Ashley04603
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 7 May 2012
We are glad to know that our front desk was able to move you to a room that was to your liking and that you had a great experience here at Aventura Palace.
Perhaps a resort of our size isn’t ideal for you but we are very glad that you gave us a try.
We would be delighted to have the opportunity to host you again in Mexico and the Dominican Republic.

Best regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Cedar Rapids, Iowa
Level Contributor
38 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
4 of 5 bubbles Reviewed 30 April 2012

The restaurants were excellent, though another "casual" dinner option would have been nice. Everyone was very friendly and helpful. The room was nice enough, but would have really benefited from a comfortable chair for reading or watching TV, which had to been done in the bed.

(Just read review from 11travelover11, which I find interesting primarily because someone accessed our room with a key while we were in it; my husband went to the door and saw a woman walking away, after which we always bolted the room while we were in it. And we always use the safe, so that didn't change.)

  • Stayed April 2012, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Doc21144
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 9 May 2012
It is great for us to know that you had a wonderful time at our resort and that you enjoyed the food in our restaurants.
We are thirilled to hear that you felt the kindness and warmness that characterizes our collaborators at Aventura Palace.

We would like to mention that our Resorts, operates under strict property lockdown procedures, making it impossible for someone to remove property from the resort.

We hope to have to opportunity to host you again in any of our resorts in Mexico and the Dominican Republic.

Kind regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York
Level Contributor
14 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 bubbles Reviewed 29 April 2012

after having a bad experience in Bahamas, I thought that I should give credit to a great place! The ride from the airport is long, but when you arrive they hand you a cold towel and a drink! ahh how you enjoy it, yes they sit you down and try to make an appointment for timeshare, but a firm no works just fine! The highlights are all the places to eat, the entertainment, and the attentiveness of the staff! They really catered to us and our needs! The room service all night was fantastic! Hamburgers tasted a little funny, so I had their philly cheese steak instead... the cons were the beach, because it is an inlet, and how far away it is from excursions. Overall the service was fantastic, it was pristine, clean, and a great time!

  • Stayed May 2011, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank LUV2EXPLORE27
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 29 April 2012
We know your honeymoon is one of the most unforgettable experiences in your life and we thank you for choosing Aventura Palace to stay in this very special occasion.

Nothing is more important to us than being part of an amazing vacation experience and we are delighted to know our staff provided you with the warm and special service which is customary to our guests in our resort.

We hope to have the opportunity to host you again at Aventura Palace.

Best regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Binghamton
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
2 of 5 bubbles Reviewed 28 April 2012

We've stayed at this resort twice. The first time was great...except the food wasn't that good. The second trip was a nightmare. The first few days were fine but on the third night, we came back from a late night stroll on the beach to find our room door opened and my engagement ring and our iPad were gone. While getting ready for bed, I took my ring off, and then we noticed how beautiful the moon was so went for a walk. I left my ring thinking we'd be out by the beach at night and our bed was already turned down/didn't order room service so no one should have come in our room...it was 2am. The staff did nothing to help us and made us travel 30 miles to a police station for the insurance paperwork - apparently police were not allowed onsite. The resort didn't question staff until 24 hours later and blamed us for not closing our door - we knew we closed the door because my fiance made sure I had the key. They basically shrugged their shoulders and said the staff would never steal because they'd rather have our tips...yeah right! The night before, friends of ours came back to find their room door open as well. The staff told them the last time someone was in their room was 11am which was not the case because they came back at 4:30pm to get ready for dinner and someone came after that to turn their bed down. Basically they just lied. Terrible guest service and extremely sketchy!

  • Stayed March 2012, travelled on business
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
7 Thank 11travellover11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this review, 29 April 2012
On behalf of Aventura Palace, we deeply apologize for the inconveniences you may have experienced during your stay.

We kindly ask you to contact us at customerservice@allinclusivecollection.com for the proper follow up.

Kind regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Heaven at the Hard Rock Hotel Riviera Maya

Property: Heaven at the Hard Rock Hotel Riviera Maya
Address: Carretera Cancun-Chetumal Km 72, Puerto Aventuras 77710, Mexico (Formerly Aventura Spa Palace)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Aventuras
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 On the Beach Hotel in Puerto Aventuras
#1 Top resorts Hotel in Puerto Aventuras
#1 Luxury Hotel in Puerto Aventuras
#2 Spa Hotel in Puerto Aventuras
#5 Family Hotel in Puerto Aventuras
#8 Business Hotel in Puerto Aventuras
#9 Romantic Hotel in Puerto Aventuras
Price range (per night): ₹ 23,305 - ₹ 50,586
Hotel Class:4.5 star — Heaven at the Hard Rock Hotel Riviera Maya 4.5*
Number of rooms: 577
Official Description (provided by the hotel):
A blend of relaxation and adventure awaits you at this adults only retreat. Set in the Riviera Maya overlooking the aquamarine Caribbean Sea, enjoy 1,266 luxurious accommodations with double Jacuzzi, balcony (most with hammock), and 24 hr. room service. Among the facilities to highlight is the state-of-the-art spa offering a perfect day of pampering. Guests can also enjoy seven restaurants, several bars, a disco, outdoor/indoor pools, and unlimited tours as part of the all-inclusive package. ... more   less 
Reservation Options:
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Also Known As:
Aventura Hotel Palace
Aventura Hotel Puerto Aventuras
Mayan Riviera Palace
Adventure Spa Palace
Hotel Mayan Palace
Adventura Spa Palace
Aventura Palace Spa
Aventura Spa Palace Riviera Maya
Aventura Spa Palace Resort
Aventura Spa Palace Mexico

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