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“Beyond Fabulous”

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Heaven at the Hard Rock Hotel Riviera Maya
Ranked #1 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
GreenLeadersGold level
St. John's, NL
Level Contributor
105 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
“Beyond Fabulous”
Reviewed 27 April 2012

All was fabulous - from the quality bedding to the plentiful beach towels to the great room service to the dependably friendly service to the impressive grounds to the many a la carte restaurants with no reservations required -- the food and drinks were great! Three 50+ women shared a room and with a little coordination we made it work perfectly. The adult side is crazy busy but the family side was not crowded. Will go back in a heart beat - and the spa was fantastic. GO book it now!

Room Tip: On the family side you get more of the ocean breezes and the pool is much larger and nicer.
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  • Stayed April 2012, travelled with friends
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Helpful?
Thank GoodFood&Drink
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 review, 29 April 2012
We are very glad to know you had an amazing time and that the service provided by our staff helped making your stay a great experience.

We have a commitment to provide quality service beyond our guests expectations, that is why we are delighted to know you consider your stay at our resort “beyond fabulous”.

We are looking forward to host you again at Aventura Palace.

Kind regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Southern California
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 27 April 2012 via mobile

This was our first trip to the Mexico Riveria and Aventura Spa Palace was the best place to start in my opinion We arrived to warm and friendly greetings at every turn. Our room had a great view but wasn't as close to the water as we would have liked but it was very clean and serviced with everything we needed including a hammock and huge spa jacuzzi tub which I used everyday. Food was good at the restaurants and they did a great job of trying to make everyone happy which is hard to do. We didn't spend a lot of time at the pool but my husband got up early and found private palapas right on the water to enjoy. I used the spa it was great. My compliments to Maria Elana. Front desk Roberto was gracious and very helpful. A couple issues for us was an all inclusive resort we weren't sure how to tip but we did...all in all it was an amazing experience the grounds are perfect and beautiful.
We will be back as we loved every moment.

Stayed April 2012
Helpful?
1 Thank Kay P
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 review, 29 April 2012
Thank you for choosing Aventura Palace to stay at your first trip to the Riviera Maya. It is great for us to know that we were able to fulfill your expectations.

We are very happy to know our staff provided you with an excellent service and that you had a wonderful stay at our resort.

We are looking forward to welcome you back at Aventura Palace.

Best regards.
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Toronto
Level Contributor
16 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
Reviewed 26 April 2012

Stayed at Aventura Spa from April 15 - 22 thru AirTransat. FYI, from Toronto 6:25am flight to Cancun, 6:20am pick up at resort for flight to Toronto. Make sure to check your travel binder at the Cove lobby the night before departure, our pick up time changed. The bus ride to the resort was a bit long, around 1 1/2 hrs, as we had to drop off others at different resorts, which is the norm. But the ride back to the airport was a direct drive.

Room: The room was clean and big enough for our needs. We would have liked to been put on the third floor for a better view, as ours was obstructed, but actually preferred the second floor for convenience. Most of the ocean views are seen from the side as the presidential suites are directly facing the ocean. We were at the far side of the resort (Tuba section). We liked it because it was very quiet and secluded and away from the noisy pool. It felt like we had our own private beach with drink orders taken and brought to us. The only con (which isn't really one) is a longer walk back to the main lobby for all meals and activities, especially long if you go to the cove side for dinner. FYI, it poured rain one evening and the long walk to the lobby seemed daunting but actually all the buildings are connected and you can make it there without getting wet.

Food: We were really looking forward to the all a la cartes for dinner, no buffets, and were glad we didn't have to make any reservations. Our first meal at the Italian was pleasant but the lamb was served almost cold and the steakhouse (at the cove side) was nice but the steak was over cooked. The quality was very good in all the restaurants, just the preparation was lacking. We found all the meat to be over cooked, although asking for med rare all meat was well done, however, it was tender and tasty so not a big deal. We used room service every morning as my husband enjoys coffee very early. We found it very convenient for morning check out as we had to leave before the buffet opened. Just call in your order the night before. We also ordered in for one dinner, the burger and flank steak was one of our favorite meals of the week. Overall, we found this resort to be about the same as others we have stayed at in Mexico, not bad but not fantastic either.

Credits: We enjoyed the $1500 credits and had to pay the 11% tax on what we used as we booked after a certain date, but it was still a good deal. The romantic chocolate body wrap was relaxing. The dolphin swim was worth using the credits. Just a note, they charge $100 for a video of your swim. The romantic lobster dinner was worth the credits. They line up nicely dressed tables along the beach shore and have some live music playing (they move the location depending on the weather). Just as a note, to make the booking quicker, go to the VP Services room by the gift shop at the front lobby and book your credits there. We were first passed on to a woman who spent an long time talking about our credits, which was good because we didn't really know how they worked, but she then told us to go to the VP services room to do the booking and where they had all the options to choose from in a binder, should have just gone there first and saved a lot of time.

Excursions: My husband really wanted to go scuba diving at the newer underwater museum near Isla Mujeres in Cancun. The resort doesn't offer this as an excursion so he and our friend rented a car for the day (US$50 really good deal, taxi is $75 ONE WAY) drove to Cancun and went to Aqua World. For approx $100, they provided the equipment, instruction and one open water dive to 30ft (which was at the underwater museum). Long day though, left at 6:15am to be at Cancun for 7:30am, course from 8-10, boat ride, dive and return from 11-3pm and got back to resort around 4pm....bring some food. Well worth the trip. FYI, they charge over $100 for a video and picture. Investing in an underwater camera is worth it, which is what we did. Got a really good Nikon for $200. Paid for itself in one dive.

Beach: Our only complaint would be the beach "sand". We knew going in that there was a man-made lagoon. Although the layout was good and the water was very warm with lots of fish, we didn't like the thin layer of pebbly course sand that was laid over concrete. Couldn't walk on it with bare feet. We've stayed at the Xcaret which also has a man-made beach but with much better sand.

We are in our late 30's looking for relaxation and good food. Overall we liked the resort; friendly staff, good (not great) food, beautiful grounds, wonderful spa treatments, nice beach areas (just not the sand) and a long drive from the airport. Not sure if we could recommend it as it is in transition right now. Never been to their sister resort, Moon Palace, but that might be a better choice for location and beach.

Room Tip: preferred the Piano section of rooms, more central and still quiet. 3rd floor better views.
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  • Stayed April 2012, travelled as a couple
    • Value
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Helpful?
1 Thank WLSToronto
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 review, 29 April 2012
On behalf of Aventura Palace I would like to thank you for taking the time to write this detailed review. Rest assured we take all of our guests observations with the most importance.

We are very glad to know you enjoyed so much using your resort credits, for us nothing is more important than being part of a great vacation experience to our guests.

We hope to have the opportunity to host you again at Aventura Palace.

Best regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
hongkong
Level Contributor
24 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed 23 April 2012

I will preface this by saying that I am just not a fan of all-inclusive resorts. We spent almost a week here with a group of friends and had a great time with them. However, the food and the drinks are really sub-par and the resort is huge and bit confusing to get around. The nightclub is really weird and you really need to go here with a group to have fun. I would have been disappointed to come here on a couples or family holiday. The pools (and the swim-up bar) are awesome and so is the little beach cove. But the staff need tips to continue waiting on you, and for the price you pay outright you would expect better service. The rooms are a little tight because they fit a jacuzzi inside, but the 24-hour room service is part of the all-inclusive package comes in handy.

  • Stayed June 2011, travelled with friends
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Helpful?
1 Thank saiyingpun
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 review, 29 April 2012
We are sorry to know your perception, feedback is very important to us as it helps us know where we stand and how we can improve.

However, we are glad to know that these inconveniences did not affect your overall stay and that you had an enjoyable vacation with your friends, here at Aventura Palace.

We sincerely hope that you will give us the opportunity to host you again at any of our resorts in Mexico and the Dominican Republic.

Kind regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Atlanta
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 23 April 2012

Aventura Spa Palace is ALWAYS fabulous and they didn't disappoint last week (4/14/2012-4/21/2012). Super service, great food and drinks! Ohhhh....the spa services are Excellent!

  • Stayed April 2012, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank CSmithAtlanta
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 review, 29 April 2012
We are very glad to know you had an amazing time at our resort, our goal is to always provide the best stay possible and we are delighted to know that your expectations were fulfilled.
We are looking forward to host you again here at Aventura Palace.

Best regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Michigan
Level Contributor
31 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
Reviewed 23 April 2012

Spent a week at Spa Palace in early March with 4 additional "sixties" couples.
The grounds were beautiful, rooms were fine.
We did not get off to a good start. Although we were the first of the 5 couples to arrive, we were last to receive a room. Waited hours to get into room after initially being told it would be 1/2 hour...and three hours later being told it would be just 1/2 hour more.
That same evening we could not get a table for 10 at Italian restaurant...they could seat us 4-2-2-2, we went to upscale Mexican. It was 3 hours before our entrees arrived at the table and then they were all cold. Not a good start!
We enjoyed several spa treatments with our $1500 resort credit, a tour to Tulum and a certificate at the silver shop and still had credits left. My advise is not to hesitate to try the more expensive treatments that you might not otherwise. The trip to Tulum and guides were very good.
This property is/will be a Hard Rock facility. Although they are not selling "timeshares", they are selling! The rock band at the pool was offensive to me. The language in the music wasn't what I want to hear on vacation. Please management..yes, it's an adult facility but use good judgment when picking entertainment.
On that note, all evening entertainment was at the Cove side of the facility. The walk to the Cove along the beach is an easy/pleasant walk but it gets old quickly. The golf cart shuttles are often crowded and a wait.

This was our first trip to an all inclusive and probably our last.

  • Stayed March 2012, travelled as a couple
    • Value
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Helpful?
4 Thank mmsoko
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 review, 29 April 2012
On behalf of Aventura Palace, we regret to know about your perception and deeply apologize for the inconveniences you may have experienced during your stay. We would like to thank you for taking the time to write to us and kindly ask you to contact us at customerservice@allinclusivecollection.com for the proper follow up.

Kind regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Durham, United Kingdom
Level Contributor
47 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 51 helpful votes
Reviewed 22 April 2012

We have just spent 3 nights at the Aventura Spa palace and on arrival we were taken straight to reception where our room was ready on arrival and as expected the room was the same as our visit a few years ago, optics, mini bar, tv on the wall, jacuzzi and a room looking over the man made wood area where raccoons and lizards were plenty! Half of the hotel was closed due to the a large religious group arriving they took up the 'Cove' side of the hotel so we could not use the restaurants in that side of the hotel which was disappointing as we would of liked to go back to the steak restaurant again. I found all the restaurants in this hotel warm, the lobby where the entertainment was on a night was far to warm to sit and enjoy a drink no air con at all and the perspex roof replicated a green house effect, how ever the outside bar at the beach hut was nice never full but with breeze from the sea i could not understand why this was not full. The entertainment team were great with all the normal activities like water exercise, question of the day, ping pong and such, where 'skinny eddy' was the main man very funny and very skinny!!! Ha ha The food was nice in the main buffet lunch and dinner, the Italian was popular but again warm so the outside seating area was popular. The hotel has been taken over by Hard rock group so this did affect the service as all the staff are left up in the air over what is going, overall a great stay but new smaller hotels have the edge when it comes down to service, decor and a wow factor!

  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
1 Thank lazenby28
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 review, 29 April 2012
We strive to provide our dear guests with the best possible service, that is why we thank you for sharing your perspective about our restaurants service and quality. Rest assured that we take all comments with the most importance and based on such we take the necessary steps to improve.

Regarding your concern about our transition, please be informed that we are in no way decreasing the warm and special service which is customary to our guests in our resort.

We are glad to know you enjoyed our entertainment activities and we hope to have the opportunity to host you again at Aventura Palace.

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

Property: Heaven at the Hard Rock Hotel Riviera Maya
Address: Carretera Cancun-Chetumal 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 Luxury Hotel in Puerto Aventuras
#1 Spa Hotel in Puerto Aventuras
#1 Top resorts Hotel in Puerto Aventuras
#1 On the Beach Hotel in Puerto Aventuras
#5 Family Hotel in Puerto Aventuras
#8 Business Hotel in Puerto Aventuras
#9 Romantic Hotel in Puerto Aventuras
Price Range (Based on Average Rates): $$$$
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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