Hotel Riviera

Could not ask for more. Everything was perfect thanks to the butlers Paola and Omar. Both were more than on top of there game. Best family vacation of my entire life!

Unfortunately, our vacation was significantly impacted by multiple service failures that were not adequately resolved during our stay. On the second night, the air conditioning in our room stopped working. Although the issue was reported, it was never repaired, leaving us to spend the remainder of our stay in an uncomfortably hot room. I have attached photos showing the thermostat reading 24.5°C (76°F) while the thermostat was set to 19.5°C (67°F), demonstrating that the room was not cooling despite the settings. On the third day, the resort experienced a property-wide power outage. This outage interrupted services and amenities that we had already paid for, including our scheduled massage and Vibe City play package. In addition, the power failed while my son was in the shower, creating an unnecessary and stressful situation for my family. While the hotel manager offered $200 in resort credit, this was not a meaningful resolution because we were scheduled to check out the following morning and had no practical opportunity to use the credit. Resort credit does not compensate us for the discomfort of an unrepaired air conditioning system, the loss of prepaid experiences, or the significant disruption to our vacation.

We had an amazing stay at the Hard Rock Riviera Maya! From the moment we arrived until the day we left, the service was exceptional. Every single waiter and waitress we encountered was outstanding—friendly, attentive, and always making sure we had everything we needed. They truly went above and beyond to make our vacation special. The resort was spotless. Our room was cleaned beautifully every day, and the restaurants, pools, beach, and common areas were all impeccably maintained. The staff clearly takes great pride in keeping the resort looking its best. There was always something fun happening, with activities throughout the day and great evening entertainment. One thing that really stood out was how the staff transformed the main lobby into a fantastic viewing venue for the soccer games. The atmosphere was incredible, and it was such a thoughtful touch that brought guests together to cheer on their teams. The cove was another enjoyable part of our trip. It was completely swimmable, and on several days the water was crystal clear, calm, and absolutely beautiful—perfect for swimming, snorkeling, or simply relaxing by the shore. Overall, this was one of our best family vacations. Exceptional service, outstanding cleanliness, delicious food, beautiful surroundings, and endless activities made for an unforgettable experience. We can't wait to come back and would highly recommend the Hard Rock Riviera Maya to anyone looking for a fun and relaxing all-inclusive vacation!

This was an amazing resort, but our favorite restaurant was Frida and our favorite server was Victor I! He was our server for 3 nights and we loved him! He was so personable and helpful! We loved talking to him every night!

Our holiday was amazing! We met loads of new people and made friendships All the staff in the resort were so helpful and professional and very polite The food was amazing, the rooms were very clean The entertainment was brilliant especially Robby who was a great show host, he was so kind, helpful, polite, with a great positive energy making every day exciting and fun. Another person was Eddie who made every competition competitive and fun. Poncho was also great everyday. Always smiling and trying to help- great water aerobics and polo. We absolutely loved this holiday and definitely will come back soon. Paula and Nelly

Erick the concierge did an amazing job! Very attentive! ⭐️⭐️⭐️⭐️⭐️

Our Home Away From Home – The Staff Make This Resort Truly Exceptional Hard Rock Riviera Maya is one of my absolute favorite places to stay for vacation. It truly feels like home. We have been coming here for many years, and every visit reminds us why we keep coming back. No resort is perfect, so I'll start with the only area I think could use some improvement. Some of the public spaces and rooms could use a little refreshing, mostly paint and cosmetic updates. The rooms are currently being renovated, and I honestly think that's the only real negative. Once all of the room and area renovations are complete, I truly believe this resort will be back to perfection. The entertainment staff is also wonderful. The only thing I miss is the old pre-shows that involved audience participation. Those interactive moments were so much fun and really brought everyone together. I wish they would bring it back. The entertainment team feels a little more reserved now, and I wonder if that's because there isn't really a true adult pool anymore. Either way, they still work incredibly hard and put on great shows every night. Now for the reason we keep coming back... THE STAFF. (I feel this is forgotten in reviews and what makes a resort Awesome) I cannot say enough about the people who work at Hard Rock Riviera Maya. WE LOVE THEM. We travel A LOT—to places like Greece, Italy, London, Bora Bora, Aruba, Bahamas and many other amazing destinations—but I always tell people that HRRM is the best. It feels like family. like home away from home, where you're welcomed back with hugs, smiles, and people who genuinely remember you and want you to be happy. We are definitely spoiled here, and I mean that in the best possible way. We work so hard at home so it's a gift to be able to have this luxury. We've celebrated birthdays, bachelor parties, bachelorette parties, anniversaries, and so many other milestones here over the years. This trip was our 10th wedding anniversary, and there wasn't another resort we even considered. This place is our favorite because of the staff, the food, the atmosphere, and the other guests. There is always so much fun going on, the best vibe. People who go to HRRM are super. We are Hall of Fame members and have been members for almost 15 years and we are very happy with our membership. Everyone was great but we would like to shout out some special folks. Daniel Cosme – Simply the Best Butler We always request Daniel Cosme as our butler because he is, without question, the very best. I'm almost hesitant to post his name because I don't want anyone stealing him from us... Please don't. He's OURS! 😂 Daniel has been our requested butler for many years now, and I have to say—we are NOT an easy group. Lots of expectations because we are HOF and return often. He has set a really high bar and meets it every time. We always travel with large groups. Our smallest group has been eight people, but we've also brought more than thirty people at one time. That is a lot of personalities, requests, schedules, celebrations, and chaos. Daniel handles every bit of it with a smile, unbelievable patience, and genuine kindness. He consistently goes above and beyond. He remembers and makes sure we have our favorite liquor, saves our favorite pool chairs, makes sure we have the best front-row seats for every show because he knows we never miss them, finds the strange snacks we crave, tracks down specific items we want, checks on us throughout the day and night, meets us at dinners and events, and somehow anticipates what we need before we even ask with a patient smile. When our daughter celebrated her bachelorette party here, I honestly think Daniel got a little teary because he had been taking care of our family for so many years. He met her when she was still a teenager, and now he was helping celebrate one of the biggest moments of her life. That's the kind of relationship he builds with his guests. Every time we leave, he sends us off with hugs, smiles, and usually a few of our tears. He has become part of our family. Hard Rock Riviera Maya is incredibly lucky to have Daniel and so are we. Thank you Daniel! Elias - Butler Manager Elias is now the Butler Manager, but he was also our butler years ago. Even with his new position, he still came to greet us, catch up with us and make sure our needs were met during our stay, and personally came to say goodbye before we left. That meant so much to us. It was incredibly thoughtful and shows how much the staff truly care about returning guests. Alex – The Service Ninja Alex, who takes care of guests at the beach and pool, is an absolute superstar. I honestly feel like we've known him since he was a kid. Now he has children of his own, but one thing has never changed—his work ethic. He NEVER lets you want for anything. Drinks? Already coming. Fresh towels? Already there. Food? He's already asking. Whatever you need, Alex somehow appears before you've even had time to ask for it. He's like a service ninja with a smile. I wish I could officially request him to be at our pool every trip, but he's usually assigned to the beach. If you're lucky enough to end up in his section, consider yourself fortunate. Hard Rock Riviera Maya—and every guest he serves—is lucky to have him. Roque - Sales manager Roque came out to see us during our membership meeting, who told us we were his very first Hall of Fame membership. He took the time to make sure we had the best offers available. I feel he genuinely cared that we were happy. Emmanuel the butler Emmanual was partnered with Daniel during our stay. He was fantastic as well. He always had his notebook with him, making sure every request was followed through and nothing was forgotten. He even made a special personal trip for us that we so truly appreciated. His attention to detail did not go unnoticed. They kept us in the loop on Whatsapp so we did not miss a thing. We look forward to working with him again. Ignacio ("Naco") the butler Ignacio ("Naco") remembered us immediately and came over just to say hello and ask about our family. He was one of our butlers during our daughter's bachelorette trip—when we had about twenty women together, which is probably every butler's biggest challenge! He handled everything perfectly back then and still took time to check in with us on this trip. Bravo, Naco! Blue Pool & Members Pool Staff The entire Staff at both the Blue Pool and Members Pool were outstanding. They remembered our favorite drinks, made sure we always had food, and somehow managed to keep everyone happy while working nonstop. They practically walked on water (the chairs) just to get our drinks to us so we didn't have to leave the pool. Their teamwork was incredible. All the Restaurants Staff Every restaurant employee works so incredibly hard. From the hosts and hostesses to the servers, chefs, bartenders, bussers, and managers, everyone works with smiles, kindness, and genuine pride. The food continues to be outstanding. We travel extensively and have stayed at many all-inclusive resorts around the world, so I don't say this lightly—you simply will not find this level of service combined with food quality at many all-inclusive resorts. For our anniversary, our butlers arranged a special private dinner that was absolutely perfect. The chef even created a special dish just for us. It was so amazing that we came back again just a couple of days later. FARO Staff The team at FARO operates like a perfectly well-oiled machine. A huge thank you to: Waiters Mano, Mac, and Marcos, Manager Maria, Hostesses Jessica and Kala, Chefs Alfredo and Sol (I have to say... Sol is the best name!) Every one of them made us feel like royalty. They greeted us warmly every time, remembered us, treated us like family, and made every meal special. Before we left, they even gave us a handwritten card wishing us well! That simple gesture meant so much and perfectly sums up why we love this resort. The store staff I wish I got his name but he worked in the HR store. He put glitter on me and I loved it. He was so fun and helpful. The cleaning staff They were Stellar. We were in building 3. I used a stupid amount of towels and drink a lot of juice. Without asking they adjusted to our room needs. The shows are great. I can't believe they have one every night and they are free. If you can definitely go see Queen. They were unbelievable. I would have thought it was actually them if I had a few more titos and pineapples. Final Thoughts What makes Hard Rock Riviera Maya special isn't just the beautiful property, the pools, the beach, or even the excellent food. There are so many great places to go but one thing is most important. It's the people. The employees here don't simply provide great service—they build relationships. They remember your family, celebrate your milestones, ask about your children, and make you feel like you're coming home instead of checking into a hotel. That is incredibly rare. We've been coming here for almost 15 years, and the reason we continue to return is because of the amazing people who work so hard every single day to make every guest feel special. I recommend this resort to everyone I know. In fact, I love it so much that I often bring groups of 30 people with me. To every employee who helped make our anniversary and other trips to the Hard Rock All-Inclusive Resorts unforgettable—thank you. We'll be back “home” again! See you soon.

The best holiday!! The entertainment team was excellent especially Roberto, Otto, Poncho!!!!

Excellent hotel, especially Otto,Poncho,Rob, They were amazing!

Entertaining team:Poncho, Oto, Oviedo, Valeria, Jas, Gabriela The best team experienced friendly and so entertaining. The hotel customer service was amazing such wonderful people work here.

We had an amazing time. The service was exceptional.

Loved everything about the Hard Rock resort. Food was great. Pools and entertainment were fantastic. Roberto and Aimee were incredible concierges and took care of us like royalty. We want to go back there again and never leave!

My experience with your wait staff at Gabriel and Miguel’s wedding was excellent. Personality, professionalism and courteous starting with “Guero”/ Edgar who made sure everything was going according to what we expected. I’m sure this gentleman sees many others but to recognize me and remember my drink of choice and my wife’s along with our conversation was a plus. Great job!

One the lower end of resort quality in this price range. Food was actually the worst we experienced in about 10 all inclusive in the Riviera Maya in this price range. Disappointing experience overall including check in which was lengthy and mistakes were made in the upgrade attempt. Finally we could never upgrade to the empty suite bellow us even thou we had no issue paying. The general outdoor area is pleasant. The main problem is the food. Would definitely not return