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“Excellent vacation”

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Heaven at the Hard Rock Hotel Riviera Maya
Ranked #2 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersGold level
Reviewed 6 April 2012

Highly recommend this resort. In the near future it will be transitioning over to Hard Rock. The rooms are wonderful now and I can only imagine them once Hard Rock melts their Mexico and classic themes together. Beds and pillows were comfortable. The resort needs a little TLC here and there, but nothing to keep me away. The face lift Hard Rock will provide will rectify this. I will be returning. The spa credits of $1500 were wonderful. We had five massages between us in addition to my facial with scheduling being a breeze. Highly recommend using ALL the hydro spa services. We also used the credits for a romantic steak and lobster dinner for two and pictures taken during the dinner. This was a very nice romantic vacation.

  • Stayed: March 2012, travelled as a couple
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1  Thank freedomAuburn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded 11 April 2012

We very much appreciate your kindly comments, and we are glad to know that you feel our warm and special service which is customary to our Guests.
Our main goal here at Aventura Palace is that every vacation will be a memorable one and we hope that you will give us the opportunity to host you again at any of our Resorts in Mexico and the Dominican Republic.

Best regards,

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2,402 - 2,408 of 6,428 reviews

Reviewed 5 April 2012

The 1,500$ credit made a great vacation even better. There is no catch. We booked some SPA treatments the day we arrived, and went back later in the week to book more. Never had any problem. And it didn't take more than 10 minutes to do it.

We used some of the credits to go to Tulum and to go swim with the dolphins. we liked both excursions.

The ride from the airport was a bit long (80 minutes). No problem at check in. They explained how to use the 1,500$ credit.

The food was very good. Didn't really try the lunch buffet (except a few desserts), usually ordered a sandwich from the pool bar. Good food and service to all the a la carte we tried. One different restaurant was closed every night, but I don't know if you can find out which in advance (I only found out when I got there and it was closed).

No problem getting chairs by the pool. You don't need to get up at 6 to get a good spot.

The wifi never worked in my room, but worked fine in the lobby. and there's 3 computers you can use for free if you didn't bring your phone or iPad to use the wifi.

There is no beach, but you probably know that by now!

Would consider going back, depending on the price we get.

  • Stayed: March 2012, travelled as a couple
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2  Thank bigbadbruins
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded 11 April 2012

Our goal at Aventura Palace is to always provide the best stay possible and we are really glad to know that you enjoyed your resort credits and had a wonderful experience during your stay at our resort.

We are looking forward to the opportunity to welcome you back and always provide you with the best service you deserve and have come to expect from us.


Best regards

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Reviewed 5 April 2012

This hotel is changing to Hard Rock, so they are offering a $1500 resort credit which is a great bonus. They are trying to sell "memberships" but you don't have to attend.However if you want to use it for the Spa you have to book the day you arrive or you will find there are no appointments available. The spa is just gorgeous and the staff is very experienced so it books up fast.

We had a garden view room which i liked because it was peaceful and quiet outside. The bed was very comfortable, our mini bar was refilled daily and the maids were great except they won't change the sheets unless you leave a card on the bed. Plasma tv and lots of channels.

The hotel was only 50% full, so there we no lineups or reservations at any of the ala carts which was great, but there is also no buffet for dinner unless you go to the next-door Cove side. It is great to be able to opt to eat at the Cove side, they have the steak house. I found all the restaurants excellent, both the food and the service. At breakfast and lunch only a buffet is offered, which was ok but not 5 star.

The pools were very nice and there were plenty of chairs, even some thick cushioned loungers but they were reserved early. The entertainment around the pool was fun, such as mohito tasting and sushi making.

There is a man made beach cove area instead of a traditional beach. This was good for snorkelling and kayaking.

I really enjoyed this resort and I have been to lots of all inclusives. Don't miss the free shuttle to playa del carmen, he palace hotel is on a gorgeous and you can eat lunch there which is excellent.

  • Stayed: March 2012
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Thank bikeridergirl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded 11 April 2012

On behalf of Aventura Palace I thank you very much for taking the time to share your review about our resort.

Please allow me to inform you, with all due respect, that the 1500 resort credits promotion has being in force since 2010 and it has no relation with our future transition into Hard Rock.

We are glad to know that you had a wonderful time at our resort and we very much appreciate your comments.

At Aventura Palace nothing is more important than being part of an unforgettable vacation experience to our guests and we hope that you will give us the opportunity to host you again at any of our Resorts in Mexico and the Dominican Republic.

Best regards,

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Reviewed 5 April 2012

It's our 8 th time in Mexico (riviera maya) and we always stayed in 5 stars hotels. This hotel is the best one we ever stayed in for the service, food. etc... From the check in to the check out we were treated like royalty. There is no beach but all the rest make you forget this detail.....We went to the spa 3 times for couples massage and it worth it. I would had stayed there for another week without hesitation

  • Stayed: March 2012, travelled with friends
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Thank lizNewBrunswick
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded 11 April 2012

We are very glad to know your positive perception about service and food at our resort. We are also happy to hear you had an enjoyable experience at our Spa.

On behalf of Aventura Palace I thank you for your comments. Our goal is to provide our guests with the best possible stay and we hope you will give us the opportunity to host you again.

Best Regards,

Report response as inappropriate
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Reviewed 5 April 2012

Went back to Palace Resorts for our 4th visit, this time staying at Aventura Spa Palace. As with the other properties we've stayed at, the resort was clean, the service was excellent, and the food quality and selection as good or better than any other all-inclusive we've been to. I highly recommend Palace Resorts - slightly more expensive than some competitors, but well worth the few extra bucks. The lagoon was expecially fun - my wife and I enjoyed touring around, watching the fish, while sheltered from the waves of the open ocean. There is no beach, but a complimentary shuttle to Play Del Carmen allows you to use the beach and all the amenities at the Playacar Palace, or to take a shopping tour of the village itself. If you have resort credit we highly recommend the Chef's table dinner - lots of fun. Couple's massage was fantastic - would do it more than once!

Room Tip: Third floor have best views. Adult only side is quieter but farther from the larger pools. Ask to ov...
  • Stayed: December 2011, travelled as a couple
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1  Thank SRG64
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded 10 April 2012

On behalf of Aventura Palace, I thank you for your kind review. We are very happy to know you enjoyed so much the lagoon and that our service and food selection was up to your expectations.

Our main goal here at Aventura Palace is that every vacation will be a memorable one and we hope that you will give us the opportunity to host you again at any of our Resorts in Mexico and the Dominican Republic.

Best regards,

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Reviewed 3 April 2012

What a wonderful trip to the Riviera Maya. We had a wonderful week! The food was yummy. We had two wonderful dinners at La Trattoria (thank you Victor, Candido, Carlos and Alain for the great service), the fillet, chicken and risotto were yummy). The concierge dinner at La Hacienda featured a fixed menu not on the regular menu, thank you to Havier for the exceptional service! We had great meal at La Huerta with exceptional service by Angel and Pedro. Thank you for making our trip extra special! Great food with wonderful service, what a treat!

Don't miss the mayan coffee always a special treat to finish off a wonderful dinner!

If you are in the Spa lobby be sure to stop by the bar and get a special margarita made by Jose. I think this is the best margarita on the planet!

The spa is amazing! We had a great variety of spa treatments. The zen-shiatsu was a treat! Also the vitamin C facial will leave your skin so soft!

Special thanks to Marcela and Rosi from customer relations. You helped to make our trip extra special.

We so enjoyed the adults only Spa side of the resort. We upgraded to concierge rooms which was a plus with the access to a VIP/concierge area near the cove. It was far enough away from the noise of the pool, but close enough to the cross current pool for a quick "cool off dip". The bar service was spot on. Cold wash cloths on the really hot day, cold water just when you needed it, and your drink refilled!

We did a day trip to Akumel and the Yal-Kul snorkel area. It was about a $25 cab ride and $9 entrance to the park. You can rent snorkel equipment for around $10 if you didn't bring your own.

Our room was clean and tidy and the mini-bar stocked with beverages and water every day. We had turn down service every night with special treats left every night.

The resort was wonderful, great value with the $1500 resort credits included to be used towards tours, golf, spa, upgraded wine, upgrade to concierge room (space available), tequila packages and a skin care kit.

We hope to return soon! It was an amazing trip.

Room Tip: Upgrade to the concierge level if you are traveling as a couple (only king beds are available in the...
  • Stayed: March 2012, travelled with family
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1  Thank dckcolorado
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded 9 April 2012

We are delighted to know you had an amazing time at our resort and we are very happy to hear that the service provided by our staff was up to your expectations and helped making your stay a great experience.
Kind reviews like yours inspire us to work harder every day searching for improvement to serve our guests the way they deserve.
We hope you will give us the opportunity to host you again at Aventura Palace.

Best regards.

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Reviewed 1 April 2012

I based my choice on where to stay in Mexico on reviews so I thought I'd add mine to the pile.We booked a mexican vacation through aaa and stayed at the aventura spa palace. Our transportation from Cancun to the Riviera Maya was through olympic tours. Others had a much longer trip through others but we were there in about an hour. We felt very safe in the area both on and off hotel grounds. It was in March so there was No bugs, not a mosquito bite in the entire week. The food was excellent and we didn't need reservations for dinner. There were six restaurants to choose from and we could just walk into any one at any time during the dinner hours. Breakfast and lunch were buffet and were also excellent. The staff was great, the grounds beautiful and the temp very pleasent. It was pretty windy for a few days and the ocean was red flagged but there is a stone wall between the ocean and this property with a lagoon and a beach on the grounds so we could still sit on the beach, look at the beautiful ocean and still splash around in the lagoon safely. The lagoon isn't very deep but you can see some fish there with the snorkels. They also have several beautiful pools which had a lot going on during the day. The lounges were pretty quiet in the evening at this time of year but there were always fun and interesting people to get to know there. We took advantage of a snorkeling trip through mayan adventurs booked through olympic tours located on the second floor of the cove lobby which was a lot of fun and our guide Laura was great. No time share pitches here. We also took a trip to ruins through the hotel. Again, a great day and guide David. There was a request for a time share pitch with the hotel but we declined and that was the end of it. We only stayed for five days so weren't interested in getting involved with any time share talks and according to others who did, it was very high pressure and should be avoided unless you're interested in a time share. The spa palace is adult only and the grounds are attached to the cove palace which is family friendly. As a spa palace guest we could go between both properties. Cove adult guests can do the same. All and all it was an excellent week and we'd go back again.

Room Tip: We probably had one of the worst rooms on paper. The furthest from everything but our view from our...
  • Stayed: March 2012, travelled as a couple
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3  Thank RoseMarie M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Customer Servic... A, Guest Relations Manager at Heaven at the Hard Rock Hotel Riviera Maya, responded to this reviewResponded 4 April 2012

Our goal at Aventura Palace is to always provide the best stay possible and we are really glad to know your expectations were fulfilled.
We are happy to hear that our staff provided you an excellent service and that you enjoyed our amenities.
We hope that you will give us the opportunity to host you again at any of our resorts in Mexico and the Dominican Republic.

Best regards.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Heaven at the Hard Rock Hotel Riviera Maya

Address: Calle Carretera Federal Km 72, Puerto Aventuras 77710, Mexico (Formerly Aventura Spa Palace)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Aventuras
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Top resorts Hotel in Puerto Aventuras
#1 Luxury Hotel in Puerto Aventuras
#1 On the Beach Hotel in Puerto Aventuras
#2 Spa Hotel in Puerto Aventuras
#5 Family Hotel in Puerto Aventuras
#8 Business Hotel in Puerto Aventuras
#9 Romantic Hotel in Puerto Aventuras
Price Range: $383 - $914 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Heaven at the Hard Rock Hotel Riviera Maya 4.5*
Number of rooms: 577
Official Description (provided by the hotel):
A blend of relaxation and adventure awaits you at this adults only retreat. Set in the Riviera Maya overlooking the aquamarine Caribbean Sea, enjoy 1,266 luxurious accommodations with double Jacuzzi, balcony (most with hammock), and 24 hr. room service. Among the facilities to highlight is the state-of-the-art spa offering a perfect day of pampering. Guests can also enjoy seven restaurants, several bars, a disco, outdoor/indoor pools, and unlimited tours as part of the all-inclusive package. ... more   less 
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Also Known As:
Aventura Hotel Palace
Aventura Hotel Puerto Aventuras
Mayan Riviera Palace
Adventure Spa Palace
Hotel Mayan Palace
Adventura Spa Palace
Aventura Palace Spa
Aventura Spa Palace Riviera Maya
Aventura Spa Palace Resort
Aventura Spa Palace Mexico

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