Hard Rock Hotel Riviera Maya All Inclusive

Mexico , Riviera Maya / Playa del Carmen
PLAYA DEL CARMEN, Carretera Cancun-Chetumal KM 72
Show on Google | Website | Map

100 reviews shown

10/10

Exceptional

23 Jun 2026

Adrian

Daily clean up on the rooms, nice set up for couples, friendly staff, very secure facilities, many pools to chose from, a lot of food to eat.

Friends_and_family Family

10/10

Exceptional

22 Jun 2026

Denise

Family and I loved it! Will be gping back one day!

Family_with_children

10/10

Exceptional

18 Jun 2026

Carlos Alexis

Trip was amazing the workers were amazing Roberto with the entertainment crew is amazing he keeps that environment happy and fun

Family_with_children

6/10

Pleasant

15 Jun 2026

jeffrey

Nice place, but rooms are really dated.
The seaweed is a disaster. It stinks! The ocean and beaches are covered in it. I would not go to any resort in the area until the seaweed washes away.

Family_with_children

8/10

Excellent

14 Jun 2026

Christine

The picture is misleading, there is no beach.

Partner

6/10

Pleasant

13 Jun 2026

Brian

The waterpark is not always open during operating hours be aware. Some of the restaurants are closed unexpectedly. I got hit in the head by a hawk that the staff was using outside to keep away other birds real fun there.

Family_with_children

4/10

Poor

11 Jun 2026

Hundal

Came here 5-6 years ago. Definitely not the same. Pools are cool. Food is not that good. Service went down hill.

10/10

Exceptional

10 Jun 2026

Jorge I

Everything is perfect

Family_with_children

6/10

Pleasant

09 Jun 2026

Rimon

This is a very honest review.

Travelled with my family (wife and 2 kids) from June 2nd to the 9th.

Ok, so when we first checked in, mind you we have a stroller and a 1 year old and 4 year old. The guys at the front escorted us to our building via golf cart and when we get to the building, we learn the elevator is out of order. The staff got everything up there which was nice of him , but once we got in, my kids are loose in the room exploring. I got the 2,000 sq foot room only to learn it’s two separate rooms (connecting) , whatever , wasn’t advertised like that. Anyway, at the connecting doors / opening , it was all wet fresh paint, my kids hands all got paint on them, the room had dry wall pieces all over the room it was just a mess. I went back to the concierge and they said they would switch our rooms.

Ok so the hotel is very dated and a lot of wear and the rooms need full Reno’s as there’s lots of visible damage.

The service is 10/10

The food is decent , but we went out for dinners after the 2nd night as I couldn’t eat the hotel food anymore besides for breakfast, my kids enjoyed breakfast and lunch.

The coffee bar there is 100/10

The beach / lagoon area is horrible, seaweed was bad , and it stunk up like crazy. Not their fault but our experience was 0/10 at the “lagoon”

Vibe city broke up the day (kids play area / trampoline / arcade / bowling)

I will not be going back to hard rock ever again.

Family_with_children

4/10

Poor

08 Jun 2026

Aris

Necesitan más limpieza y animación en el hotel

Family_with_children

6/10

Pleasant

06 Jun 2026

Bladimil

The food was terrible so plan accordingly

Partner

10/10

Exceptional

04 Jun 2026

Roger

Staff are nice, food is great.

Family_with_children

10/10

Exceptional

03 Jun 2026

Brandan

Roberto from the concierge desk was extremely helpful and super friendly. The staff in general always greets you and is willing to assist with your needs. My group agreed that the food options were fantastic when it came to the sit down restaurants. Our party was able to enjoy the adults only restaurants which were all fabulous and delicious.

Family

8/10

Excellent

31 May 2026

Josiah

Great for large family traveling with kids. Amenities and food options were good and the beach area was safe and clean.

Family_with_children

2/10

Poor

31 May 2026

Dion

Don't let the name fool you! We chose this resort for the Hard Rock brand, bad choice! Worse choice in 30 years! recently stayed at the Hard Rock property and unfortunately, my experience fell far below expectations. Upon arrival, our reservation was mishandled. Despite purchasing the “Adults Only” package and clearly communicating this to both the driver and the front desk, we were initially checked in on the family side. This caused a delay of over four hours to access our proper room.
Once we were in our assigned room, the quality was extremely disappointing. The room was far below standard: the bed frame was worn and unclean, linens appeared stained, and there were signs of mold in the space. Overall, the room felt neglected and poorly maintained.
Additionally, the staff did not convey the level of service I would expect from Hard Rock. There was little friendliness or engagement, and it often felt as if the team was disinterested in providing a positive experience for guests.
Given the cost and reputation of the property, this experience was unacceptable. I hope Hard Rock takes this feedback seriously and improves both room quality and guest service for future visitors.

Family

10/10

Exceptional

28 May 2026

ana cecilia

Me encantó la atención del personal, el lugar es hermoso y la atención que ponen en los detalles el servicio en los restaurantes fue magnífico y el esmero en la limpieza de las habitaciones, la comida fue deliciosa, volveremos

Business Family_with_children

10/10

Exceptional

20 May 2026

Jonathan

i went for a wedding and the check in was very slow, but very nice and clean room, excellent staff!

Friends

10/10

Exceptional

18 May 2026

Maria

Nice rooms, lots of food options. Hotel staff were all amazing. We will definitely be back.

Friends

8/10

Excellent

18 May 2026

Marcelina

Partner

6/10

Pleasant

12 May 2026

Maiyany Roque

Pool was amazing, rooms we switched twice and they both had issues, we meet a couple that also had to switch rooms twice and still had problems every time. All restaurants were good. Staff some were nice others weren't.

Friends

10/10

Exceptional

11 May 2026

Carlos

Increíble, recomendable

Partner

10/10

Exceptional

08 May 2026

Lacey

Great place!

Partner

10/10

Exceptional

02 May 2026

Norma

I had a terrible experience with Expedia and Hard Rock Hotel Cancun.

I accidentally booked the wrong Hard Rock property, then realized my group was at a different location and booked the correct one. This left me with two reservations for the same night. Within minutes, I contacted Expedia to cancel the incorrect booking and request a refund.

After multiple follow-ups, I was told the hotel did not respond, and I was stuck paying nearly $600 for a reservation I booked by mistake. Expedia said there was nothing they could do because the hotel wasn’t cooperating.

This is extremely frustrating. I acted immediately to fix an honest mistake, yet neither Expedia nor the hotel helped. I feel completely let down and will think twice before booking through Expedia again.

6/10

Pleasant

24 Apr 2026

Jonathan

The pool was good just no available lounge chairs at the pool because people would “reserve” them 5am-6am but wouldn’t use them until late morning.

6/10

Pleasant

22 Apr 2026

Vialini

Es un hotel familiar, tiene un lado para adultos más calmado muy bonito. El staff muy chévere, solo que en el Market, como que las chicas que estaban haciendo el desayuno y sirviendo postre estaban un poco cansadas y tenían un actitud desagradable. Es importante tener personas con energía bonita en especial por la mañana y más si es relacionado con alimentos. El personal de la limpieza muy excelente, también las chicas del Spa me encantaron. El hotel tiene un equipo de ventas súper agresivo, muy bueno, al final de una charla que fuimos sentí que me esperarían con un sombrero en la puerta para pedir donaciones jajajaja. Creo que es un buen hotel para ir con la familia, a mi mami le encantó y este viaje fue para ella así que ella lo recomienda! Muchas gracias!

Family

8/10

Excellent

21 Apr 2026

NEIL

was ok

8/10

Excellent

21 Apr 2026

Luz Clara Lara

Family_with_children

8/10

Excellent

16 Apr 2026

Emine

Overall a pleasant stay - room was clean, beach was ideal for young kids since the report is essentially in a lagoon, staff was very friendly, food was delicious, grounds were beautiful and well maintained. One down side was the fact that you don’t make reservations for the restaurants for dinner - it’s all on first come first serve basis. We would wait up to 2 hours for a table and missed all the nightly entertainment.

Family_with_children

10/10

Exceptional

11 Apr 2026

sarah

The pool was amazing, the staff super friendly! The food was serve very fast and was always delicious. The staff of entertainment was perfect. Thank you so much!
My dog was with me and they were very open about it, thank you!

Self

2/10

Poor

06 Apr 2026

Nichole

No beach to walk or ocean to swim in. The staff tells you everything you want hear and then they don’t do anything thing they said they would do. Paid for “VIP” and definitely was not shown that. Also!! The Big one they told me on 2 different days that we did not pay. I had to argue with them for about an hour even with proof. It took a second manager to settle it and then when we checked out they said we did not pay again. Also, they told me they might not our driver I to pick us up, that we would have to walk to the road. Lucky for us they let him in.

Family_with_children

6/10

Pleasant

01 Apr 2026

Holly J

In comparison to other AI resorts we’ve experienced better. Not much for teenagers to do in the evening. Restaurants were OK. Wish they would take reservations. Seems like that would be a better way to do. The rooms are small but clean. Best experience was over on the heaven side, but need to be 18+ to be over there. Security was very strict about wristbands where it was almost strange. Making you show or scan a wristband for no apparent reason. Most of the staff was fantastic. Also found it odd they charged for so many of the activities like bowling, laser tag, etc. other resorts have been to all of that is part of it.

Family

8/10

Excellent

01 Apr 2026

Richard

My room had a lot of issues upon checking in, the shower head snapped off, door handle to patio door broke while opening, AC regulator was broken but the concierge were quick to send someone to fix these issues (within 15 mins of notifying them)
Really good food served at zen restaurant and Ciao. Toro for breakfast buffet. Yeah I can see myself coming back

Family_with_children

10/10

Exceptional

30 Mar 2026

Jennifer

Large resort with lots of options for everyone. Excellent food and service. The rooms were clean and comfortable. The room with the upper balcony is the best

Friends

10/10

Exceptional

29 Mar 2026

Benan Issa

Everything is excellent . But I wish they don’t rush people to leave Proparty . at least feed them before there flight At 11 am .

10/10

Exceptional

25 Mar 2026

Yolanda

Amazing place- loved it!!! Service and amenities were 5 star ⭐️

Partner

8/10

Excellent

18 Mar 2026

Ilie

Overall, the experience was good. However, I was not impressed with the room—it did not match the pictures and could definitely use some remodeling and maintenance. The room had a noticeable old smell, which might be unpleasant for people who are sensitive to odors.

There was also quite a bit of noise coming through the door from housekeeping and people walking in the hallway. It wasn’t terrible, but since we had little ones the noise was sometimes disturbing, especially when they were trying to rest.

On the positive side, there was a great variety of food and desserts. The environment was enjoyable, and the unlimited drinks were a nice bonus. The pool is quite large, but it still felt overcrowded. By around 10 a.m., all the poolside and beachside seats and umbrellas were already taken.

Family_with_children

6/10

Pleasant

18 Mar 2026

Thanh

Gym was well equiped

6/10

Pleasant

16 Mar 2026

Renae

we have stayed several places in Riviera Maya, and throughout Mexican top tourist spots… I was seriously disappointed with our stay here. In my opinion, it fell far short of the other resorts in dining, the notorious, Mexican hospitality, and they truly never went out of their way once to make our accommodations memorable. We were promised things when we checked in, that were not taken care of. I would not stay here again, with all of the competition in the area… This resort needs to step up their game.

10/10

Exceptional

16 Mar 2026

Timothy

What we liked.

The staff was AMAZING. Food was was good. We will be back! Great for kids.

What we did NOT like.

We were in the HEAVEN section. Room 2308.The room gets a 2. VERY disappointing. We had outlets falling out of the wall, the jacuzzi tub did not work, some outlets so worn they would not hold a charger. The shower leaked under the wall into the toilet area. Shelf was rotting under the refrigerator. The sensors for the sliding door were intermittent. ( These sensors are for turning off the A/C if the upstairs or the sliding door are left open.

We will still be back as the rest of it was that good.

Partner

6/10

Pleasant

13 Mar 2026

Danny

It’s a mid level all inclusive. The typical dealing with people putting towels out at 530am then not coming out to the pool till noon. Average food and average feel. Sometimes you get stuck going to a resort like this based on extended families affordability.

10/10

Exceptional

11 Mar 2026

Oleg

The rooms were not clean when we arrived and they were old a little other than this everything was good

Friends

8/10

Excellent

05 Mar 2026

Rejean

La propreté est à désirer

10/10

Exceptional

02 Mar 2026

Jason

There were always chairs available at the pools. There were also a lot of staff ready to help with anything we needed.

Family_with_children

10/10

Exceptional

02 Mar 2026

debra

We had the most amazing stay at Hard Rock Riviera this past week! Our room was amazing, the hotel grounds immaculate, the customer service muy excellente! We will be back!!

A sincere shout out the workers who made our trip so special:
- All the entertainment crew at Hacienda Roja pool who rocked out and made our pool days so much fun: Jazzi, Poncho, Grecia, Chino, Baulio (aka Tarzan!), Luna, Lalo, Vale and Gabby!! much love!
- Ozzy from Pizzeto pool bar who brought us rounds of drinks as soon as we were on our last sips and kept us well hydrated ;-)
- and a few of the hard workers in the the Market: Lupita working hard making custom omelettes, Valentina, and one more (forget your name!) who was making all the crepes my son ate for breakfast!

Family_with_children

10/10

Exceptional

27 Feb 2026

Becky

Our room was perfectly configured for a family of 5. The room and property were so lively and clean. Plenty to do at the resort and we felt very safe.

Family_with_children

6/10

Pleasant

22 Feb 2026

jaclyn

Food and activities

10/10

Exceptional

22 Feb 2026

Natalie

Great service, great place to stay!

10/10

Exceptional

21 Feb 2026

Kory

Awesome!

10/10

Exceptional

16 Feb 2026

Dan

Grest family fun that didn’t feel to overcrowded

Leisure

8/10

Excellent

16 Feb 2026

Tay

Stay was very good! There were lots of things to do, it wasn’t very crowed, and the staff were very attentive. The only issue is that the ATM machines wouldn’t give out USD; only pesos were available. Maybe they could ensure it’s refilled more frequently. Otherwise, everything was amazing!

Leisure Family

10/10

Exceptional

16 Feb 2026

Ricardo

It was good

Leisure Partner

8/10

Excellent

13 Feb 2026

Shanthi

Room was clean. They didn’t clean the room one day. Staff were courteous and helpful

Leisure Family_with_children

6/10

Pleasant

01 Feb 2026

Rubi Lizbeth

The room was in okay condition. I didn’t have a blow dryer and the iron I had to iron my clothes was in poor condition. When I called guest services they took 4 hours to bring to me after calling multiple times.

Leisure Family_with_children

6/10

Pleasant

14 Jan 2026

Adrienne

The grounds and staff were great. The overall resort needs a major renovation. Cracked walls, peeling paint, issues with in room amenities not working (coffee maker & safe). Bed was comfortable but made loud noise when getting up. If you don't have young children go to a different resort. The walls are so thin we could hear the baby crying next door and kids running and slamming doors at all hours of the early mornings. Definitely not a place for families with older teens or no children.

Leisure Family

8/10

Excellent

14 Jan 2026

Bethany Mc Kenzie

The staff were all lovely, facilities and rooms clean. Food was good.
Some areas, room included need refresh and updating, but i understand they are slowly renovating.
Overall a great experience.

Leisure Family_with_children

10/10

Exceptional

13 Jan 2026

Andrea M

The property is clean but needs a renovation, the rooms specifically bathroom looks old and to used.

Leisure Family

10/10

Exceptional

10 Jan 2026

Justin

Staff was amazing, hotel was very nice and clean.

Leisure Family

6/10

Pleasant

10 Jan 2026

Olga

The resort was beautiful! The best part were the staff, very friendly and accommodating.

The room could use improvement. The door leading to the bathroom and shower was broken and we couldn’t open or close it, after staff fixed it, it only partially closed. The door to the toilet did not close fully either, leading to zero privacy if anyone needed to use the sink.

Another issue was the wait time for restaurants, you could not make reservations, and there was usually 1-2 hrs wait time, so it was almost impossible to see any of the shows if you wanted to eat at the restaurant because shows started around 8pm and restaurants opened around 5:30, if you did not come right at opening, you will most likely miss the show.

The other issue was access to the loungers at the pool and ocean, all were reserved by 9:30, we tried coming at 8:30 and could not find any, we had to lounge on the sand. About half the loungers were ‘reserved’ but always empty. I thought it was not fair especially since staff did not do anything about it.

The ocean was very nice and calm, you can reserve snorkeling mask and watch the fish.

Overall beautiful resort and amazing staff.

Leisure Family

6/10

Pleasant

05 Jan 2026

Kristie

This hotel has so many things for kids to do: waterpark, trampolines, pools, activities, etc. We had a great time. The staff is friendly and helpful. However, we booked two rooms together and we were not together. Then the plumbing in our room was very loud. They moved our room after day 3 and gave us 2 massages for lack of sleep. Our next room had loud AC, I think the fan was broken. Wonderful vacation, teens had a blast, but rooms need some work.

Leisure Family

8/10

Excellent

04 Jan 2026

Victoria

2/10

Poor

01 Jan 2026

Julio

Hotel muito cheio. Não tinha nenhuma cadeira vaga em todas piscinas ou área de praia.
A maioria reservada para clientes vip.
Para quem reservou sem ser vip e pagou apenas US$1.200 dólares a diária, não sobra nenhum espaço após as 07:00 da manhã. Com certeza não vale a pena, e não voltaria.

Friends_and_family Family

10/10

Exceptional

01 Jan 2026

Beatrice

This property is the best for me so far from the rooms to the pool and the activities and the food as well. I will definitely come back

Leisure Partner

10/10

Exceptional

28 Dec 2025

Jessica

The staff were the best! Thank you to Max at the pool bar and Brian and Carlos were amazing! Thank you for the great trip!

Leisure Family_with_children

6/10

Pleasant

26 Dec 2025

sari

The property was nice, however we had lots of problems with our room. some were fixed some were not. I felt like all they wanted from me was to become a member and if I didn't they did not care to help or take care of your needs. Unless you are a member you get non of the extra amenities like chairs by the pool or reservations for restaurants at the hotel.

Leisure Family

10/10

Exceptional

23 Dec 2025

XueBin

The service is excellent!

Leisure Family

8/10

Excellent

16 Dec 2025

Payton

Everything was great except the food. With the exception of the steak restaurant, the food was really disappointing.

Leisure Family_with_children

10/10

Exceptional

14 Dec 2025

Khaled

They have the best food , I’ve been to Mexico few times and I always have hard time with the food , but this resort got the best food ever , best staff , best service , I would definitely come back and recommend

Business Family

8/10

Excellent

12 Dec 2025

Justin

The room was pretty nice, the staff kept the rooms, common areas, pools very clean and respectful. We did have one incident where water was leaking through the ceiling in the bathroom. I believe it was probably due to a blocked condensate drain from the AC unit. The front desk sent someone to fix it right away. We also had some loud noises in the ceiling one morning around 6:00am. It sounded like someone was doing renovations or repairs. It turned out to be a raccoon most likely that got into the ceiling space. One downfall is we found 2 dead cockroaches in the closet!!!

The food was the best I have ever had at any resort. I have been to Mexico before (a different resort), Dominican Republic, Las Vegas, Cuba and this was by far the best resort and food.

The Staff was very friendly, accommodating and helpful. Daniella the entertainment DJ was a lovely woman who danced and played with my daughter almost daily.

Expedia itself is not a great site. The failed to mention that travel was not included from the airport to the resort. This left us to arrange travel at the very last minute, while we were standing at the airport with our two kids. It was also very costly as it was last minute. Same on Expedia! You call it an all inclusive package which indicates flight, stay and travel, but there was no travel. I would highly recommend booked with a more diligent booking company.

1 star for Expedia
5 stars for Hard Rock Riviera Maya

Leisure Family_with_children

8/10

Excellent

07 Dec 2025

Heather M

Great weather

Leisure Partner

8/10

Excellent

06 Dec 2025

Natasha

Staff was amazing. Very accommodating.

Leisure Family

10/10

Exceptional

23 Nov 2025

Israel

Excelente servicio, todo el personal muy amable y atento

10/10

Exceptional

23 Nov 2025

Carla

Best experience

Leisure Family_with_children

2/10

Poor

20 Nov 2025

Elezaveta

This was the worst experience ever we stay in the Caribbean or Mexico three times a year stayed at numerous different properties and I will never go back to a hard rock again we upgraded to a presidential suite when we came in and we were told that we would have several different amenities, including a butler, goose down pillows were never given anything the whole week that we stayed there we came in Friday And left the following Saturday seven nights eight days was asked every day how was everything I asked for a pillow every day was never given one had a noise in our room from the air conditioning system complained every day about it only was fixed two days prior to departure not enough food options. Only thing that was decent was dinners breakfast and lunch were horrible. Like I said I’m going to tell all my friends and family will never stay here again.

Leisure Family

6/10

Pleasant

17 Nov 2025

Shannon

I had a great time at your facility, except when I walk into my room, I could smell the mold and my clothes end up getting mold on them while I was there and the other thing I did not like your excursion planner cause I did cancel with them and they still charge me so I’m having a huge problem with that situation so I will never visit your facility ever again because of that situation

10/10

Exceptional

10 Nov 2025

Faraaz

Loved my stay

Leisure Family

10/10

Exceptional

30 Oct 2025

Kevin Daniel

They stay was amazing the room was great and service incredible. We felt like celebrities

Leisure Family_with_children

10/10

Exceptional

06 Oct 2025

walter

awsome

Leisure Family_with_children

8/10

Excellent

27 Sep 2025

Estevan

Great place. Good food. A bit outdated but they seem to be working on that.

Leisure Partner

10/10

Exceptional

18 Sep 2025

Masumi

Most enjoyable stay. Ivan was absolutely OUTSTANDING! He truly helped make our vacation unforgettable!

Leisure Partner

4/10

Poor

14 Sep 2025

Gurpreet Singh

Room wasn’t cleaned even the switched room had blood stains on the sheet. Service was very average and food was okay

Leisure

8/10

Excellent

11 Sep 2025

Mario

El staff muy amable, solo mejoraria las ofertas ya que los creditos que se dan no se pueden gastar en todas las actividades.

Leisure Family_with_children

10/10

Exceptional

09 Sep 2025

Yolanda

Clean room and the secustomer service

Leisure Family

6/10

Pleasant

07 Sep 2025

Mayra Guadalupe

El hotel es bueno pero esta en mantenimiento y la habitación tenia humedad eso hizo un poco desagradable la estancia el resto todo bien

Friends_and_family Family

8/10

Excellent

30 Aug 2025

John

Fighting in the hallways late at night. Air conditioning could not get under 73 degrees. We had no hot water one day. Very very small red bugs in our room. The food at some of the restaurants was just passible. Some restaurants were very good. The staff was very excellent.

Leisure Partner

8/10

Excellent

28 Aug 2025

Rigo Ariel

Transportation is definitely the biggest one, great service, friendly staff.

Leisure Friends

10/10

Exceptional

28 Aug 2025

Diana

5 star

Leisure

4/10

Poor

26 Aug 2025

Albert

Food was horrible except for the French restaurant. Liquor was watered down. Most rooms had broken bathroom and closet doors and Bed sheets were stained. Ugh, I could go on and on!

Leisure Family_with_children

10/10

Exceptional

21 Aug 2025

Christian

Excellent

Leisure Family

8/10

Excellent

15 Aug 2025

jose

They had good night show and pool entertainment for the entire family.

Leisure Family_with_children

10/10

Exceptional

10 Aug 2025

Johndrett Diaz

Unique customer service. Didn't like the food at \"The Market\" buffet that much.

Leisure Family_with_children

10/10

Exceptional

10 Aug 2025

Sandra

Exceptional

We have been to this property three times before and we had an amazing time. they have upgraded some of the restaurants and they are even better than before. their shows were also upgraded the activities; the whole experience was extremely good.

Partner

10/10

Exceptional

07 Aug 2025

Daniel

Amazing

Leisure Family

8/10

Excellent

05 Aug 2025

GONZALO

solamente no tuvieron cuidado en los baños de los lobbys no limpiaban seguido

Friends_and_family Family

10/10

Exceptional

05 Aug 2025

Guillermo

Una gran felicitacion al Equipo del restaurante Italiano Ciao, la energia, la simpatia de sus trabajadores, el sentido de pertenecia y amabilida excelente, su Chef Agustin un gran conocedor de las tecnicas de cocina, Sabor, olor, presentacion y el gran manejo de los tiempos...Les envio un cordial saludo...y un monton de agradecimientos...Gracias

Friends_and_family Family

10/10

Exceptional

02 Aug 2025

ROBERTO COSTA DE

Wonderful installations, settings and service! Ideal for family reunions with all children - comfort, good food and activities for everyone, at times in group or at times alone.

Leisure Family_with_children

6/10

Pleasant

02 Aug 2025

Katie

We recently traveled with our four kids (5, 9, 12, 14) and in-laws, booking two Rock Royalty Suites on the Hacienda side. We've stayed at many all-inclusive resorts over the past 15+ years and had visited this one in 2018. We have realistic expectations and understand no resort is perfect—but this time fell short.

The resort’s overall quality has declined. Our experience was *fine*, but we won’t return.

Food: 3.5/5

*Toro, Ciao, Zen (Hibachi): 5/5
*Gallos: 4/5
*The Market: 3/5
*Poolside: 1/5
Very few gluten free options compared to other resorts we've stayed at.

Room: 3/5
Our suite had hard mattresses, noise issues (thin walls), and visible wear (mold, broken tiles, stained curtains). Housekeeping was inconsistent—we had to request cleaning and towels, with long wait times. We were never informed of the resort credit or included massages.

Service:

*Restaurants: 5/5 — Excellent staff.
*Poolside: 0/5 — Bars were often closed, staff rarely offered help, and lounge chairs were never available until our last day.

Cleanliness: 3.5/5- again, I think due to understaffing.

Spa: 4/5- Booked an 80 minute massage, it was also just \"fine\", nothing remarkable.

Lagoons/Pools/Waterpark/Vibe City: 4/5
The kids enjoyed the pools and lagoons. They didn't spend much time at the waterpark as I expected, but it was extremely busy and there's very limited space.

We've had better value and experiences elsewhere and were disappointed by the decline in both amenities and service.

Leisure Family_with_children

10/10

Exceptional

28 Jul 2025

Grecia

Great place to take the kids has lots of activities and this food is wonderful, it also has a good romantic feeling for the adults on the adults only section

10/10

Exceptional

23 Jul 2025

Michael

I enjoyed my stay at the Hard Rock Hotel Riviera Maya. I will definitely recommend this hotel to my friends and family.

Leisure Family

4/10

Poor

21 Jul 2025

Kevin

The property is outdated. Needs more entertainment. It’s the Hard Rock. Music should be playing all the time

Leisure Family