裡維埃拉瑪雅硬石飯店 - 全包(Hard Rock Hotel Riviera Maya (Hacienda and Heaven) - All Inclusive)

El hotel está muy bien, la zona de adults only está bien definida y es tranquila, el ambiente es muy bueno y relajante, pero solo si te gusta el rock. Le falta un poco de detalles de mantenimiento en general. Lo más odioso son los consierge que a fuerza quieren vender la membresía y hacerte perder al menos 2 hrs a cambio de vales para el hotel. Lo peor, fue que algún alimento que consumí ahí estaba contaminado y regresé con infección estomacal.

The only thing I like is the girls from kids club! Service terrible! They were not taking reservations for restaurants! They didn’t have good food! The only restaurant we can eat was The market! You ask for something and they always tell you that they don’t have no more! For room supplies we have to wait for more than two hours to get it and sometimes they forgot! Room an halls very duty !

The rooms are small and outdated. The pool towels are stained and smelly. The food is extremely bland and they clearly use low quality ingredients and add a lot of water to things to extend the portions. Our room had many issues that never got fixed - broken furniture, water leak, and noisy pipes. The overpriced mani/pedi I got was nothing more than a $130 polish change. The lobby is so cold you need a jacket. The restaurants are impossible to book - they must be made day-of beginning at 12am. The guest reps are so very nice but do little to offset these inconveniences. They make many promises that they will try, but they never follow up. They will, however, pester you to sit through their marketing campaign, including unsolicited wake up calls to invite you to attend. Every. Single. Morning. The water park is fun but outdated and much smaller than it looks online. Overall, this is way overrated, even at “good”.

We've stayed at the resort twice before and had a great experiences. Our most recent visit was very disappointing, as the service, dining, food quality, and cleanliness were all problematic. 1) Service. We booked 8 hotel rooms for our extended family. We called the hotel for months to ensure we could have adjoining rooms. Getting in touch with anyone was difficult - nearly every time we were disconnected on the phone or transferred to someone who couldn't help us. As a result, our rooms were scattered across the property. 2) Dining. Hard Rock doesn't allow advanced reservations, which makes it challenging for a large group. Once we checked in, we were told the system wouldn't allow even the concierge to book more than a day in advance. Instead, they told us to set an alarm for midnight every night. Unfortunately, even then spaces weren't guaranteed. On more than one occasion, all the reservations were already gone by midnight, which suggests there is a way to pre-book. 3) Food Quality. This was the biggest disappoin**ent. Buffets were typically the only option (see above) and would be picked over just an hour into service and not replenished. Poolside options were exclusively fried foods - the salad options listed were never actually there. 4) Cleanliness. One of the rooms had not been cleaned from the previous guest. The toiletries were used, the room smelled, and the bathtub, hot tub, and floor were visibly dirty. Housekeeping didn't refresh rooms daily.

Es un hotel muy bonito el cual creo que se puede disfrutar con la familia. Los aspectos que nos agradaron son sus instalaciones, la zona de albercas, los recorridos en bicicletas, el área de toboganes, la zona de láser tag y en el Centro de Convenciones, entre otros espacios más. Aunque la mayoría del personal es amable, se nota una mayor y mejor atención al turista extranjero. Por ejemplo, el trato recibido fue diferente en la cafetería (Cafeto), en los restaurantes The Market y Toro (sobre todo en el almuerzo) y hasta para que te presten las kayak. Además, nos faltó mayor atención o información sobre todas las actividades que pueden hacer en el hotel. Así como se acercan e insisten en vender las membresías, considero que pueden continuar con ese nivel de atención para que la estancia de los usuarios sea la mejor.

There was no notice from the hotel that they were renovating we hear the noise all day long outside! The front guy “Luis” didn’t help us take out my suitcases out of my car told me bell boys are at other side then I put my suitcases back into the car and confirmed the (trolley entrance) was where the bell boys are so I can get help and he said no it’s here and again I had to take out my suitcases from my car alone, I was very upset this guy was so rude! We spoke to a lady at the front who was suppose to text us the kids schedule but she never did. She was young thin with a long braid. She said we can attend the turkey dinner and when we walked by the turkey dinner to ask if we need reservations they said no. We got ready and came back before 6 to the turkey dinner and we’re told sorry you need a reservation and we were sent away. The buffet by red lobby ran out of food chicken flautas at 1245pm and refused to make more when I asked. How can they run out if an item when they just opened end. The pizza guy said he’s not ready come back in 15 mins We came back in 20 and said he has to clean won’t be ready for another 40 mins. The buffet had limited food options. The mini fridge in the room did not work. There was a piece of glass in the hotel room on the floor that my daughter cut her foot on. I’m very disappointed with the service at this hotel for the $630 for one night we were ripped off!

Es un resort sobre valorado, me obligaron a dejar mi tarjeta de crédito en garantía o cual nunca me había sucedido. la recepción está pésima en su servicio ya que no tienen la información de que eres un huésped VIP.

Me gustó la hacienda azul porque está recién remodelada y los restaurantes en donde comes a la carta No me gustaron las instalaciones de hacienda roja ni la comida de los buffets Ni me gustó que no hay sombra en todo el hotel y tienes que ser socio para los lugares en donde hay sombra 🙄😑

El Lugar esta padrisimo, la atencion del personal tambien, los alimentos, todo realmente es genial. Desafortunadamente la tina estaba sucia, incluso tenia labial y tuvimos que limpiarla por nosotros mismos y habia gente en stado de ebriedad gritando algunas habitaciones al lado, entiendo que son factores agenos al hotel, pero solo expreso las incomodidades.