Hard Rock Hotel Riviera Maya - Hacienda

Riviera Maya, Mexico

Star rating

The hotel

Treat the family to a little rock star treatment at Hard Rock Hotel Riviera Maya. Split into two sections, Hard Rock Hotel Riviera Maya - Hacienda is a family friendly playground packed full of fun with amenities galore. Four expansive pools and Rockaway Bay a 23-slide waterpark, twelve restaurants, endless water activities and the Roxity Kids' club should give you a good idea. Plus when staying in the Hacienda section, adults will have access to some of the restaurants, bars and facilities within the Heaven section, which has both family and adults-only areas. An All Inclusive resort, it's top-shelf all the way at the Hard Rock — there isn’t anything you’ll be denied. After a busy day (and night) your room is your sanctuary. There’s a whole variety to choose from but one thing’s for sure, you’ll have space to stretch out in plus a well-stocked mini-bar to take advantage of!

Amenities

  • Hobie Cats
  • Kayaking
  • Sailing
  • Snorkelling
  • Families
  • Honeymoon
  • Wedding
  • Bar
  • Evening Entertainment
  • Fitness Centre/Gym
  • Internet Access
  • Laundry Service

Where is it

In the heart of the Riviera Maya, this is the family section of Hard Rock Hotel Riviera Maya. Transfer time from airport: 1 hour 10 minutes.

Hotel information

953 rooms and suites. All with air-conditioning, LCD TV with satellite, telephone, complimentary WiFi access, turn-down service, 24-hour room service, coffee-maker, well stocked mini-bar with soda, bottled water, juice and domestic beer, safe, hairdryer, bathrobes, slippers, iron and board and a double Jacuzzi bathtub. Deluxe Gold Rooms with 1 king-size bed or 2 double beds, sleeping maximum 4 guests (3 adults & 1 child 0-17) or 2 adults and 2 children (aged 4-17 years).

All Inclusive of: all meals, premium and local branded alcoholic drinks and wine by the glass, juices and soft drinks. All activities and entertainment above unless otherwise stated. Taxes and gratuities. Use of the facilities of Hard Rock Riviera Maya - Heaven (some facilities and areas are adults-only).

 


 

Deluxe Partial Ocean View Double, sleeping maximum 3 adults or 2 adults and 2 children.

Diamond Rooms with the best views and locations, king-size beds guaranteed, special room service menu (select restaurant menu), nightly turn-down service, Espresso/American Coffee machine, luxury bath amenities By Rock Spa®, DVD Player/CD Player, radio/alarm clock, pillow menu, aromatherapy, professional hairdryer, exclusive beach bag, private check-in and out/late check-out and early check-in (subject to availability). Sleeping maximum 2 adults.

Deluxe Family Suites feature 2 interconnecting rooms, sleeping maximum 6 guests including children and infants (max 5 adults) or 2 adults and 4 children (minimum of 1 child aged 4–17 required).

Deluxe Family Suites include:

  • Xbox 360/DVD player in-room with a selection of Xbox games (upon request)
  • Selection of films (upon request)
  • Welcome amenities for family, fun in the sun bucket kit, mini-bathrobes and slippers
  • Kids' special room service menu
  • Mini-bar stocked with kid-friendly drinks and snacks
  • Rock Spa® bath products
  • In-room family guide with activities schedule
Rock Royalty with additional benefits as listed below, sleeping maximum 3 adults or 2 adults and 2 children. Rock Royalty inclusions:
  • Dedicated telephone concierge
  • Upgraded full-size Rock Spa® bath products
  • Aromatherapy and pillow menu
  • Complimentary 25-minute couple's massage at Rock Spa®
  • Late check out (on request)
  • Complimentary beach bag (1 per room per stay)
  • Priority booking for bali beds (additional cost)
  • Plush bathrobes and slippers (on request)
  • Sleeping mask
  • Loofah sponge and bath salts
  • 24-hour room service
  • Welcome Petit Fours
  • Rock Royalty Level Pin (limited to one pin per room per stay)
  • Selection of Guitars (Picks® program) and Crosley turntables (Wax® program) upon request
  • Priority reservations to Picks® and Wax® program
  • Espresso machine with premium coffee
 Deluxe Sky Terrace 1-Bed with sky terrace, lounge chairs and hydro spa tub, ocean views and 1 king-size bed, sleeping maximum 2 adults.

Deluxe Grand Sky Terrace 2-Bed as above with master en-suite bedroom with 1 king-size bed, a second bedroom with 2 queen-size beds, sleeping maximum 6 guests including children and infants, or 2 adults and 4 children.

Rock Suite Ocean Front 2-Bed have ocean front views with master en-suite bedroom with 1 king-size bed, a second bedroom with 2 queen-size beds, sleeping maximum 6 guests including children or 2 adults and 4 children.

Rock Suite Ocean Front Rooftop Lounge 2-Bed as above with a dining and living room area, master en-suite bedroom 1 king-size bed, a second bedroom with 2 queen-size beds, sleeping maximum 6 guests or 2 adults and 4 children.

Rock Star Suites Ocean Front have 2 bedrooms, one with 1 king-size bed and the other with 2 double beds, sleeping maximum 6 guests including children and infants. As the name suggests, this suite is fit for a Rock Star, with hooded throne seating and a custom gold and silver mirrored horse sculpture, not forgetting the Jacuzzi soaking tub in the master bedroom.

  • Book by 30 Sep '25 to receive up to 37% off the accommodation cost between 01 Jul '25 - 17 Dec '25 .  Terms and conditions apply. Any applicable offers have been calculated into the prices shown. Offers may not be combinable. Blackout dates apply. 
  • Book by 30 Sept '25 to recieve Kids, Teens and Extra Adults´ Special Rates.  Terms and conditions apply. Any applicable offers have been calculated into the prices shown. Offers may not be combinable. Blackout dates apply. 

12 restaurants and 2 bars: The Market (buffet breakfast and dinner), Pizzeto (pasta/pizza), Frida (Mexican cuisine), Zen (Japanese), Cafetto (coffee bar) Roja, Cafetto Azul, Float (snacks/drinks), Dive (snacks/drinks), Toro (Steakhouse), Ciao (Italian), Le Petit Cochon (French a la carte), La Isla (American cuisine). Plus access to a further 2 restaurants and 3 bars at the Hard Rock Hotel Riviera Maya Heaven (which are adult-only).

Daily and nightly entertainment programme.

4 swimming pools, splash park and water slide. Tranquil sea cove and private white sand beach. Access to the fitness and beauty services, Body Rock Fitness Centre, the Rock Spa®* with 50 treatment rooms, Yoga Temple and Posh Beauty Salon* at the Hard Rock Hotel Riviera Maya - Heaven (adults-only). Non-motorised water sports such as kayaking and snorkelling. Beach soccer. Tennis court. Nearby 18-hole Robert von Hagge designed golf course*. Kids Club with interactive play rooms, live shows and interactive activities (children aged 4-12 years). Music Lab, where teens can become Rockstars, DJs and even star in their own music video. The new Rockaway Bay (water park) with slides of different sizes for children, teenagers and adults, included for all the guests. Bowling Alley* with 4 lanes for adults and 4 lanes for kids, City on Fire Lazer tag*, Hyper X gaming lounge*, Escapology Escape Rooms*.

Complimentary WiFi access. Laundry/dry-cleaning service*. 24-hour room service.

Guests staying in the Mexican state Quintana Roo are required to pay a travel tax of $11 per adult (over 15 years old). The payment can be made prior to travel, upon arrival or during your stay, as the tax will be imposed upon departure. There is also an additional Environmental Sanitation Tax of $4.25 USD per room, per night that will be added to your hotel bill (payable locally, subject to change).

3 nights at all times.

* Denotes local charge.

Please note: some facilities in the Heaven section of the hotel are adults-only.

Rating summary

  • Location Image of the Tripadvisor rating
  • Sleep Quality Image of the Tripadvisor rating
  • Rooms Image of the Tripadvisor rating
  • Service Image of the Tripadvisor rating
  • Value Image of the Tripadvisor rating
  • Cleanliness Image of the Tripadvisor rating

Traveller rating

  • Excellent (16121)
  • Very good (3050)
  • Average (1623)
  • Poor (942)
  • Terrible (1227)
Image of the Tripadvisor rating Best family vacation at the hard rock

Jul 17, 2025 Izabel H

We had a great time here, amazing food and entertainment, especially hector in the Eden pool, 10/10 would come again, we had a great time at the shows and bars
Image of the Tripadvisor rating Love Hard Rock!

Jul 17, 2025 cindypersico

What a great time, huge resort with lots of things to do, food was great, entertainment staff was awesome, especially Hector, Otto, Miguel, Melissa, pool concierge, David, server & Alejandro the beach butler at eden pool!
Image of the Tripadvisor rating Mixed Stay at a Beautiful Property with Some Serious Service Concerns

Jul 17, 2025 gerrenp2014 Washington DC, District of Columbia

I spent last week at the Hard Rock Hotel Riviera Maya with my wife and two young daughters as part of a large wedding group. While the property has a lot to offer—especially for families—our experience was marred by one of the worst check-in experiences I’ve ever had in all my years of travel. The Good: • Family-friendly amenities: Our girls… Read more
I spent last week at the Hard Rock Hotel Riviera Maya with my wife and two young daughters as part of a large wedding group. While the property has a lot to offer—especially for families—our experience was marred by one of the worst check-in experiences I’ve ever had in all my years of travel. The Good: • Family-friendly amenities: Our girls loved the pools, the water park slides, and Vibe City’s trampoline park and obstacle course. It was great having an arcade, bowling, and laser tag on-site—even if we didn’t make it to all of them. • Solid dining: Toro delivered an excellent ribeye, and the hibachi experience was fun and flavorful. The buffet breakfast was fast and had lots of variety. Room service was prompt and tasty. • Excellent staff (mostly): Mauricio at the Concierge desk was outstanding—friendly, helpful, and professional. Housekeeping was top-notch throughout the stay. And restaurant staff were consistently kind and attentive. • Vibrant lobby: We loved the energy. Cafetto was perfect for coffee, snacks, and ice cream (special shoutout to the toasted ham & cheese croissant). My kids also got a kick out of the lobby bar foosball table. The Just OK: • Rooms: A bit dated but functional. The large tub in the bedroom was awkwardly placed, and black residue from the faucet made it unusable. • Linens: Strangely, washcloths were consistently unavailable. We had to ask daily—and still didn’t always receive them. • Entertainment: There was mention of nightly shows, but we struggled to get a clear schedule. We did catch the Michael Jackson show, which was excellent. • Towels at pool: On our first evening, towels ran out by 4:30pm and no one offered a solution. • “Resort credits”: The advertised $1,000 credit came with a 25% service fee and lots of limitations. We used them for the spa (which was lovely), but the whole program felt misleading. The Bad—And Why I’m Writing This Review: Our check-in was a disaster. After a long day of travel, I arrived expecting a smooth process—especially for a prepaid booking made nearly a year in advance. Instead, I was aggressively upsold by a front desk agent who offered an upgrade to a Rock Star Suite for an additional $1,100 per night—on top of the ~$500/night I had already paid. I asked if the $1,100 was total or additional; he said additional. I checked the Hard Rock website and saw the room listed for $950/night total. I pointed this out, and after disappearing for long stretches to “check with his manager,” he came back multiple times with confusing and still-inflated prices. After nearly 45 minutes of back-and-forth, I asked to speak directly with the manager. That’s when I met Karen—and the experience went from frustrating to downright insulting. Karen was dismissive, combative, and condescending. She told me I didn’t “understand how hotels work,” refused to honor the online rate, and said her manager was unavailable—unless I wanted to go find him myself across the property and wait another hour. Ultimately, she told me the upgraded room had been sold to someone else, so the conversation was over. No apology. No accountability. No basic courtesy. And when I asked for help adjusting my daughter’s too-tight wristband, we were made to wait another 20 minutes—after having already spent over an hour at the front desk. The tone and treatment were shocking for a resort of this caliber. Final Thoughts: We stayed only because we were attending a family wedding. But this was, without question, the worst front desk experience I’ve ever had. If this hotel cares about service and guest satisfaction, I hope a senior manager reads this and takes a serious look at the behavior of Karen and how guests are treated upon arrival. I would love to return because the property itself is great for families—but I would think twice unless the guest services culture sees serious improvement. Read less
Image of the Tripadvisor rating Wedding

Jul 17, 2025 Chris K

For our wedding, we worked with Victor from JJ Studios for our photographs. He and his team were easy to work with. Their prices were fair & they had many packages to choose from. José Insunza was our photographer for that day & he captured the special moments just as we remembered them. He was fun and professional. I would highly recommend… Read more
For our wedding, we worked with Victor from JJ Studios for our photographs. He and his team were easy to work with. Their prices were fair & they had many packages to choose from. José Insunza was our photographer for that day & he captured the special moments just as we remembered them. He was fun and professional. I would highly recommend contacting them & working with JJ Studios. Read less
Image of the Tripadvisor rating Horrible Stay

Jul 15, 2025 989davig Sao Paulo, SP

Horrible hotel. We arrived here on July 9th and are leaving on July 19th. So far, we've had nothing but trouble, as we haven't even found a spot at the pool (they're always reserved for someone else), and we arrive at 7:00 a.m. every day! The hotel is under construction, so we have construction workers at our room doors all day, banging… Read more
Horrible hotel. We arrived here on July 9th and are leaving on July 19th. So far, we've had nothing but trouble, as we haven't even found a spot at the pool (they're always reserved for someone else), and we arrive at 7:00 a.m. every day! The hotel is under construction, so we have construction workers at our room doors all day, banging sledgehammers and turning on machines in our ears. We can't even get a seat at the special restaurants because there are waiting lines that stretch for hours! They want to sell memberships at any cost! My advice is: Don't come here! Davi Gomes dos Reis Read less