My family and friends have been vacationing at the HRRM for the past 5 out of six years now, and only skipped due to COVID.
In the past, as I remember and review, I’ve written about accommodations, restaurants, activities, and service. As I do though, it always obvious to me that the relaxation & enjoyment my family, and the 4 to 5 families we travel with, experience is due not as much to this resort, but its fantastic employees.
Where we’ve been lucky to encounter many new friends, there have been 2 who have always stuck out.
Ricardo Puc and Ozwaldo are two of the finest gentlemen anyone could hope to meet, and they exemplify everything that makes the Hard Rock Riviera Maya feel like a second home. Ricardo, working at Hacienda Roja, and Ozwaldo, serving at Heaven, both bring a level of professionalism and warmth to their pool-side service that goes far beyond simply delivering drinks. They have an incredible talent for making every guest feel special, and despite the countless people they’ve met over the years, they always remember our names and greet us like old friends. In fact, where I was saddened to miss Ozwaldo in 2024, when I came across him at Heaven this past year, and greeted him with “el Padrino” he turned, smiled, and without missing a beat, replied “Mr. Juan”. 2 years and how knows how many thousands of guests later. He remembered me. That personal touch means more than words can express.
Their kindness, dedication, and genuine enthusiasm have played a huge role in the enjoyment of every trip our families have taken to the Hard Rock over the past few years. Whether it’s their constant smiles, their eagerness to help, or the pride they take in doing their jobs exceptionally well, they elevate the entire experience. They don’t just take care of us—they look out for us, anticipate what we need, and ensure that every moment by the pool feels relaxed, effortless, and fun.
Ricardo and Ozwaldo are shining examples of what great employees should be. Their service, their personalities, and their commitment to making us continuously feel valued are truly unmatched. And while we absolutely love the resort itself, the real reason we continue to return is because of them. Their presence has become an
essential part of our vacations, and we are deeply grateful for everything they do.
Though we will not be traveling to the Hard Rock this year. We will 100% be returning in 2027, and beyond, and truly hope that our friends are there when we do.
If so, it will once again be a fantastic holiday for all.
