Hard Rock Hotel Riviera Maya - Hacienda

We had such a great vacation at the Hard Rock Riviera Maya. There were many people who provided excellent service that helped make our trip so awesome. Our butlers, Daniel and Paola were incredibly responsive and took care of all of our needs… dinner reservations, spa appointments, front row seats at the shows, transportation and more! Also Brian with Legendary was excellent. He greeted us at check-in to help expedite the process and get us our rooms. He also helped get my parents a better room closer to us, which was so appreciated. Brenda and Enrique with the concierge were so helpful too moving my parents and really went above and beyond. We stayed in building 6 right by Toro and went there almost every morning for breakfast. Astrid and Carlos were amazing servers! They were both so quick with anything we needed. Astrid even took mangos and had them cut for us. One of our best dinners was also at Toro with service from the team of Richie Rich (Ricardo), Jaime and Landa, who were all wonderful, so attentive and helped us have a great night. David at the pool went above and beyond to help us get set up with chairs, towels and umbrellas every day. Our service from Gaby the pool was the best - she was incredibly hardworking and continually checking in to make sure we always had a drink! We also loved the spa. My husband and I had a fabulous couples massage from Day and Nelly, who were both excellent and gave us one of the best massages we’ve ever had! My mom had one from Laura too and loved it! Overall it was a really wonderful trip! Read less

When we arrived at the hotel (August 2025) check in was great, 2 rooms ready and bell boys was excellent in helping us with our bags and helping us to our rooms. Rooms was fresh but dirty if you look. The morning after we arrived, We was called and advised to go to reception as we could choose a free gift. I went to see Charlie and was advised that we could pick from about 5 gifts. We chose the Luxury Yacht trip and was also given a game of Laser Tag and Bowling. We arranged the Yacht trip for 9.30 after being at the hotel for 4 days, (our kids was quite looking forward to it) and we arranged to meet Charlie and have a luxury breakfast. This is where i am really annoyed…….. It was breakfast in the main market restaurant with someone trying to sell us RCI (basically timeshare). My Kids had to sit through it for 2 and 1/2 hours when they thought they was going on a boat. Then when it ended the boat trip wasn’t even pre booked by Charlie. DON’T SAY IT’S A FREE GIFT WHEN IT’S A SALES PITCH. 5 people was involved in to trying to pressurise us in to this, Charlie, Emilia, Emilia’s manager, Then a lady to close it down tried too convince us, the the guy who gave us a voucher tried to sign us up for a similar deal. It was unbelievable. We Stayed in the Blue lobby and was really happy with this pool (could always get a bed) and Isla restaurant food was great for our needs and staff was superb. The Market restaurant staff and food was great. We went to Toro Steak Restaurant twice and was advised that there was a 2 hour wait each time. You cannot pre-book and need to arrive for 5 o clock and wait for opening. We didn’t end up trying this which was a shame. The Italian restaurant was Great and staff was very efficient. We did escape rooms which was great and staff was great. I did think adding $40 dollars on for each person added to your room was unfair and think it should be priced on the room. Bowling and Laser tag was great and fabulous Air Conditioning. My Wife and daughter had a massage which they really enjoyed. The Coffee bar in Blue Lobby was amazing and so fast in serving, A few of the staff in the Sandwich bar wasn’t very helpful. My wife has Crohn’s disease and can’t have wholewheat bread, A few of the staff refused to give her white bread until i went back up. The man who worked there was very helpful. (May of been the manager) The water park is perfect for the kids, there are 3 bigger slides and a kids smaller water park with slides, snacks and drinks are also available. We had a few days at Red lobby pool and had great fun / parties (definitely more lively at this pool if this is what your after, but hard to get beds). The Buggy guys which take you around resort was so helpful and efficient. Totally faultless. Me and my wife ventured into the Heaven pool area and thought it was great, lively and a great atmosphere. There is also a Heaven bar in blue lobby hotel where the Service was great. Xplor Fuego at night is definitely recommended. We booked directly with the park online and got a taxi for $20 each way. This trip had Zip lines, Beach buggies, Cave River, Water slides etc. Overall we loved this trip, but just think that Hard Rock should be more honest and advise you that it is a time share appointment and an option of a free gift. Not make 2 Children think they was going on a false trip at 9:30 and make them sit through there sales pitch. Read less

We are so far having a great trip at the Hard Rock, service is excellent and the facilities are amazing. My only complaint is the amount of people they have in the lobby trying to sell you on I assume a time share or excirsions. We booked with Air Transat and were given a time to meet in the lobby to get some details about excursions. In between arriving at the hotel and meeting our air transat rep the next day we must have had 15 calls to our room advising us we need to pick up our welcome package. We eventually unplugged our room phone....been to many resorts but this one is by far the most aggressive in terms of trying to sell whatever the blue shirt people are selling. Won't be returning Read less

⭐️⭐️⭐️⭐️⭐️. Alfredo at THE MARKET Restaurant- Hard Rock Hotel Riviera Maya, had a gluten free burger and gluten free fries specially prepared to order for me. The restaurant is set up buffet/cafeteria style. They always had gluten free dessert, other gluten free foods and sometimes GF bread. . If you need gluten free bread and they do not have an available option at the time, they will make it for you. Ask for Alfredo! Took them about 45 minutes. Extremely accommodating! 😊 Thank you Alfredo! ⭐️⭐️⭐️⭐️⭐️ Read less

We had an incredible 7-night stay at HRRM with our family of six. Our butlers, Moises and Paola, were outstanding — always attentive, friendly, and incredibly helpful, making our experience truly special. They even reached out to us a few days before we left. They were the BEST! The food throughout the resort was amazing, offering a great variety that everyone enjoyed. We especially loved Uma, where our server Nic was definitely the best of the week. He was pleasant, funny, and even made us a special dessert to celebrate a birthday! We also enjoyed Toro, Caio, and Faro for lunch and breakfast. The Faro breakfast crew was top-notch. We went to Zen for hibachi, which was fun for the family but its the same, and I’m not a big fan of the hibachi menu. However, we returned to Zen for sushi, and it was delicious. Overall, the grounds are beautifully maintained, with lots of wildlife to discover and watch. We had fun watching the monkeys climb in the trees and around the property in the evening. The pool, poolside entertainment, pool bars, and servers were all friendly and attentive. No vacation or resort is perfect and without hiccups, but overall, this was one of our best vacations at an amazing resort with incredible staff. We look forward to coming back again! Read less