We wanted to do something different for Christmas this year — trading presents for presence. After weeks of research on our own, with a travel agent, reading countless TripAdvisor reviews, and even checking TikTok to see what people were really saying, we chose Hard Rock Hotel Riviera Maya.
We had previously stayed in Akumal and completely fell in love with the culture and, most importantly, the food at Secrets Akumal Riviera Maya. Because of that experience, we were genuinely excited to bring our kids to Mexico, immerse them in the culture, and let them experience a great all-inclusive resort. They were excited to try new foods, eat freely, and yes — get gelato.
Arrival and Room Reality
We arrived on a Saturday after a very long travel day. The room was advertised as a large suite (close to 1,800 sq ft). In reality, it was two adjoining rooms, not a true suite.
One room had two queen beds and a massive jacuzzi tub taking up nearly a quarter of the space — oddly placed about a foot from the beds. Who is actually using a bathtub next to two beds? The second room had a king bed but barely any usable space — just enough room to walk around and put shoes on.
There was a very narrow, winding staircase running through the king bedroom leading to a second level with a half bath, some chairs, and another jacuzzi tub with rusty-looking jets. This sounded cool when booking. In reality, it was completely impractical and never used. The stairs were tight, awkward, and disruptive.
Noise, Then the “Members Only” Buffet Disaster
Sunday was fine. Beach and pool. Monday is when things started going downhill fast.
That night, we were kept up all night by backup alarms, scraping, screeching, people yelling, and staff banging tables and chairs while setting up a massive buffet directly outside our building (between Buildings 5 and 6). We counted around 60 tables with 10 chairs each.
Throughout the day, multiple employees told us, “Big buffet tonight at 7pm.” We could smell the food cooking all day. We were genuinely excited — especially to finally show our kids what a great buffet could be.
We got dressed, walked down as a family, stood in line, were redirected to another line, no problem. Then at the front, an employee checked our wristbands and said, “Sorry, this buffet is for members only.”
No one told us this. Not one person. We were kept awake by it, told about it all day, and then turned away in front of our kids. It was embarrassing, frustrating, and completely unacceptable.
We ended up back at The Market buffet — the exact same food as the night before.
The Food: Same. Every. Single. Day.
From that point on, the food situation never improved.
Pool food:
Pizza
French fries
Fried rice
Pasta
Fajitas
Mac and cheese
Watery guacamole
Day after day after day.
There is nothing Mexican about this resort’s food. Everything is extremely Americanized and painfully repetitive. By mid-week, we weren’t even excited to eat anymore.
Breakfast at the “food truck” area was pure chaos. No signage. No direction. I stood waiting for an omelet while several people were served, only to be told after 10 minutes that the line started somewhere else. No signs. No explanation. Just constant confusion.
Even the eggs, once finally ordered, were underwhelming — honestly something my 10-year-old could have made better.
“No Reservations” … Except Yes, You Need Reservations
We repeatedly asked staff about restaurant reservations. We were told over and over: “No reservations anywhere. First come, first serve.”
We dressed up and went to the Italian restaurant — only to be told reservations were required and there was a 90-minute wait.
Back to The Market buffet. Same food. Again.
For Christmas Eve dinner, we tried to get clarity:
Front desk: “Nothing special, no reservations.”
Concierge: “Yes, reservations are needed, but we’re not sure how.”
Told to come back tomorrow.
Then told to come back between 12–2.
Finally stood in line while someone with an iPad took reservations.
We eventually got reservations. My youngest had a fever, so I stayed back. My wife and kids went — and reported the same thing: another large buffet with the same Americanized food. Nothing memorable. On Christmas Eve.
Christmas Morning — Absolute Breaking Point
Around 11pm Christmas Eve, I saw staff bringing tables back onto the terrace and thought, “Not again.”
At 2:00 AM on Christmas morning, backup alarms, banging poles, scraping chairs, and yelling started again as they set up another massive buffet — right outside our building.
I called the front desk. Was told management would be notified. It stopped briefly. Then started again.
I slept maybe two hours on Christmas.
Stolen Sunglasses and Zero Accountability
Christmas Day at the pool, my wife and oldest son were eating the same food yet again. During a water balloon game, the MC told guests to leave sunglasses behind so they wouldn’t get broken. I did.
When I came back, my sunglasses were gone. Not in the water. Not in our bag. The only person near our area was staff cleaning cups.
We were told:
Ask the bartender
Go to the front desk
Go to concierge
Concierge said paperwork would be required, it would take a long time, and they could not check cameras.
That was it.
We Left Early
In over 20 years of traveling, I have never left a vacation early — until this one. Our family was completely done. We contacted JetBlue and booked a flight home a day early. We couldn’t wait to leave.
Final Warning
This resort:
Caters to members first
Has terrible communication
Is loud at all hours
Serves repetitive, Americanized food
Shows no accountability when things go wrong
If you’re looking for a peaceful family vacation with authentic Mexican food and basic organization, this is not the place.
This was supposed to be a meaningful Christmas for our family. Instead, it was exhausting, frustrating, and something we had to escape early.
