Hard Rock Hotel Riviera Maya - All Inclusive

Customer ratings & reviews

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  BAD

  Hard Rock Riviera Maya: Dirty rooms + deceptive/“scam” spa charges (Oct 15–18, USANA group) We stayed at Hard Rock Hotel Riviera Maya from Oct 15 to Oct 18 with a large USANA group. Overall, this experience was extremely disappointing and, in the spa case, seriously unfair. Cleanliness Our room was dirty. For a hotel with this reputation, this is unacceptable. Food quality Most food felt overrated and below expectations. The only places that were okay were Umo, Frida, Toro, and Wai (Wai’s fried rice was okay). Everything else did not justify the hype. Spa fraud / unfair charges (major problem) The spa is overpriced, but the real issue was how the billing was handled. We booked a pedicure for $35. At registration, the staff member explicitly acknowledged our room credit and we were allowed to sign a paper stating the pedicure price as $35. When we arrived for the service, they claimed the pedicure was suddenly $100. After discussion, they said it would be handled via room credit, and they still had us proceed based on the agreement that the pedicure would be $35 out of the $100 total. We said clearly: if it would be $100 (or if it was shortened to 25 minutes for $100), then we did not want it. They claimed it was the same day and that we could not cancel. We did not “change our mind”—we refused because the hotel was not honoring the price we were shown and made to sign for. At checkout, we were then charged additional amounts—$100 + $30 for each of us (me and my sister), totaling $230 extra. We were not expecting this. I asked the checkout staff to sign the paper. He refused and said it was only a “hold,” but my credit card was charged immediately. They also claimed that if we did not pay, they would not issue the exit paperwork and would cut the bands so we could not leave the resort. This is a dangerous and unacceptable tactic. When we reported it at the reception desk, the staff member said: “this is not our first time.” Conclusion I’m not writing this to attack the hotel unfairly. But the combination of dirty rooms, overrated food, and deceptive spa charges makes this a hotel you should avoid. If you still choose to go, take screenshots, insist on written proof, and verify every charge before anything is finalized. I should have took pictures on how the sink in the room the water doesn't flow down and also the cloth that we wipe on each of the spot in the room. I forgot to take the picture because are too frustrating cleaning. BTW< the building Drip water when raining - including inside the MARKET at the RED building.

  Oct 19, 2026
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  Great time at Hard Rock Rivera Maya

  Room 2209 was perfect! Excellent service from pickup to departure. Shoutouts to our Butler Luis Romero who made sure we received the perfect chairs at the pool everyday. Made our nightly dinner reservations and made our spa reservations. The day he was off we had his partner Vincent who was equally as good. We had breakfast everyday at Faro and the crew working there so great. They made us feel like family. Shout outs to Manu , Paola, Mac, Maria, Keila and Sol Alfreda. We will be back soon!

  Oct 18, 2026
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  awesome time riviera maya !!

  william and sara from the pool concierge team were excellent !! and bladamir from the wedding in decca on 18th oct night was also very nice !!

  Oct 18, 2026
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  Five star service that made our day

  My friend and I just got back from a wonderful stay at Hard Rock Riviera Maya — beautiful sea views, so many pools, great all-inclusive food and entertainment, and an atmosphere that's relaxed and exciting at the same time. But what made me truly happy, and what I'll remember most, is the five-star service from the staff. On my first night, my only pair of pants got a red stain from a red chair in the room. I reported it, and the manager came personally and took the pants to be washed. The stain wouldn't come out, but that's when Brenda from the Concierge team stepped in. She went to the clothing store in the hotel, took pictures of all kinds of pants for me to choose from so I'd have something to wear on our Tulum ruins and cenote tour the next day — and delivered my choice to my room even at 10 PM. Aimee, also from the Concierge team, delivered my stained pants back the next day. Both of them were so sweet, and that level of care is what turns a great stay into an unforgettable one. Thank you, Brenda and Aimee!

  Oct 18, 2026
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  Poorly taken care of place. UNMAINTAINED

  We stayed here for a friend’s destination wedding. Everything about the wedding was gorgeous! But, if you have any choice not to stay here, don’t choose this place. It is not well taken care of or maintained. Outdated and beaten up rooms and public areas. The food has all been mid as are the drinks. The only reason for a 2 vs a 1 was because the breakfast staff at Market are wonderful people. They deserve a 5. But my rating is for the property overall which would be a one. The room: dark and dingy with mold in the ventilation systems of all 4 of the rooms I looked at. Our room also had mold on the lamp shade. Curtains were all over the place (hooks off track). Sidewalks needed pressure washing and maintenance. Otherwise the wedding venues were nice. Everything about the wedding itself was perfect but the stay.

  Oct 18, 2026