Hard Rock Hotel Riviera Maya - Heaven

Can't really say enough about how great the Hard Rock Heaven is! We were there with a group of about 10 of us and all of our severs and staff remembered our names and our drinks from day to day. Otto was amazing for the pool entertainment, Uno and cards in the pool was so much fun! Oscar, Alex, Tarzan, and Ricardo were all great at the Heaven pools and beaches! Read less

Great Trip! Awesome Staff!! My boyfriend and I booked a 10 day trip to the Heaven side of the Hard Rock Riviera Maya. I am a member so I booked thru member services with Gladys Ivonne Valiente Rendon from Legendary Vacation Club. She was extremely responsive and answered my emails in a timely manner. My sister is also a member and Gladys also booked her vacation which overlapped with ours at the same time. She made our booking experience a very smooth process.  Gladys referred us to Maria Fernanda Chavez Regalado from the Vacation Planners. She helped with my sister’s activities as well as our transportation to and from the airport. They both made our booking experience seamless. I would like to give a shout out to Gladys & Maria for all of your help! My sister & family were at the resort from April 25th to May 9th 2025. We arrived May 1st until May 11th 2025. My sister upgraded her membership at the beginning of their stay and highly recommended Brian Ortega from Resort Services by Legendary for any information or services that we may require during our stay. Brian greeted us at the check in lobby and was very friendly and helpful. Brian was always willing to help us out with any requests or questions throughout the duration of our stay. A big shout out to Brian!! My sister was assigned butlers after her upgrade. Nacho & Irmin are the best!! They are an exceptional team and both went above and beyond to make sure our stay was the best it could possibly be. A HUGE Shout Out to Nacho & Irmin!! Our entire group spent most of our days at the Eden Pool on the Adult side because of the exceptional service and entertainment. The entertainment staff were wonderful, very interactive and always entertaining. Eddie and Otto make an awesome team and kept us entertained for the duration of our visit. They are both very friendly, helpful and perceptive. Eddie & Otto always went above and beyond. Brow was a great addition when he was there. He always encouraged participation and was always very energetic. Eddie was terrific and made our time so much more memorable. I want to give a Huge Shout Out to Eddie, Otto and Brow. I want to give a Huge Shout out and Thank You to our waiter at the Eden Pool, Jorge. He is probably the best waiter that I have ever had pool side. He is fast, efficient, friendly and funny. He always looks happy and is always “on the go” but never misses anyone.  All of the restaurants were exceptional. Our favorite was the hibachi at Zen. Our chef, Edwin, was really entertaining & the food was awesome. Our waiter was also really attentive but I, unfortunately, didn’t catch his name. Toro was probably my second favorite. Freida has an interesting menu but we were pleasantly surprised. The food & service were awesome. I want to give a shout out to Flor, David & Victor for great service! For breakfast our favorite was Faro on the adult side. We loved sitting outside on the deck overlooking the great view of the ocean. The staff are very friendly, attentive and go above and beyond to make sure everyone is well taken care of. I want to give a Huge Shout Out to: The Manager; Maria, The Hostesses; Paola & Gabby, The Chef; Sol, the Wait Staff; Mateo, Maleny, Brenda, Apo, Cher, Ruth & especially Francisco (who was always friendly, fun and very attentive). I would also like to give a shout out to the cooks that made our eggs every morning. We appreciated the Hawk Handlers that kept the pesky birds from bothering everyone on the outdoor patios as well. We enjoyed almost everything about our stay with the exception of the lack of a mini bar and/ or wine in the rooms. The stocked fridges only contain beer and they would not allow me to order a bottle of the house wine without an addition cost of $20. I do not drink beer, as I am gluten intolerant, and would love to be able to have an alcoholic beverage or a glass of wine in the room without rushing to go out. I feel that everyone, especially members, pay a lot of money to be there and do not want to spend any extra money on something that should be included. I realize that a lot of resorts removed the mini bars from the rooms during Covid but most have replaced them since Covid is no longer a threat.  Lastly, we had a swim up room on the Heaven side. It was a really nice room. I did hear that there are quite a few rooms that require some upgrades/ maintenance, however. It would be great if these can be completed so that we can all enjoy this resort for many years to come. Overall, we had a wonderful time. We will miss the new family that we made and will definitely return! Read less

My wife and I stayed at Heaven at the Hard Rock Hotel Riviera Maya in May 2025 and had a fantastic experience overall. The resort is stunning, and the staff went above and beyond to make our stay memorable. The only reason I’m not giving a full 5 stars is due to some issues with our room. The entry door had a gap along the side and top, which let in light and cold air. The staff was very responsive and even offered to move us, but we decided to stay because the location of our original room—steps from the pool with a great garden view and a glimpse of the beach—was unbeatable. There was also a musty smell when we first arrived, but a dehumidifier was brought immediately and resolved the issue. Service throughout the resort was exceptional. Special thanks to Itzel Valencia and Marco Alfaro, our concierges, who were both incredibly helpful and professional. Daniela Salas in the lobby kept us up to date with daily activities and helped with our room concerns. We spent a lot of time at Eden Beach and loved it—even more than the Eden Pool. A big shoutout to Miranda at Eden Beach, who provided excellent service and made our time there even more enjoyable. The food was good for an all-inclusive—nothing gourmet, but satisfying. Tacuna at Ciao made our dinner experience stand out, and Gabby at Faro was fantastic during breakfast and lunch. We didn’t catch everyone’s names, but the entire staff at the restaurants, lobby, beach, and pool areas were top-notch. We’re already looking forward to our next stay! Read less