TripAdvisor Traveler Rating

1. Check-In and "Personal Concierge" Experience: After a grueling 7-hour flight and a 1.5-hour taxi ride with our kids, we arrived late in the evening, tired and hungry. Check-in was efficient, but things took a turn when a "personal concierge" immediately approached us, claiming he was just there to show us around the hotel. We explicitly told him we were not interested in time-sharing or membership offers, having dealt with these kinds of sales pitches at other resorts in Mexico and the Caribbean. Despite our clear rejection, he insisted on showing us the facilities, which quickly turned into a three-hour sales pitch. We were exhausted and frustrated, especially when the final salesperson started asking rude questions like, “Are you guys rich?” when we firmly said no. At that point, we were ready to leave the hotel altogether. Front desk staff told us the concierge staff wasn’t part of the hotel, but that’s no excuse for this unprofessional behavior. It completely soured our experience. 2. Room Flooding: On the morning after our arrival, we woke up to 2 inches of water on the floor of our room. Shoes, bags, and clothes were soaked. I called the front desk, and they seemed surprised (which was baffling). They promised someone would come to address the issue, but no one showed up for over an hour. At this point, we just went for breakfast and decided to deal with it later. During this time, we were bombarded with calls from the "personal concierge" trying to schedule our facility walkthrough (again, despite us telling them we weren’t interested). When we finally came back around 2 PM, the water was still there, and no one had addressed it. It wasn’t until 5 PM that the room was finally cleaned. This is simply unacceptable for a resort of this caliber. 3. Safety Concern – My Wife and Son Slipped in the Lobby: On the 6th day, my wife and son slipped in the main lobby. My wife landed hard on her left side and couldn’t get up for a couple of minutes. The hotel staff came over but didn’t seem overly concerned. After a few hours, she started experiencing sharp pain in her arm and leg. We went to the front desk to ask for assistance, and they called paramedics. However, when the paramedics arrived, they suggested to check her in the room. We were told paramedics would come to our room, but no one arrived that evening, and my wife had to manage the pain on her own. This lack of attention and professionalism is deeply concerning. If this would have happened in US, I bet hotel would be facing a law suit. 4. Inadequate Medical Response: Later, on next day, we tried to follow up with the front desk regarding my wife’s injury. The staff handed us a form to fill out about the injury, but again, they made it clear that we’d have to pay for any doctor services. When the paramedics came back, they simply applied the same cold/hot cream and didn’t provide any further treatment. The lack of proper medical attention was disappointing and really left us feeling uncared for. 5. Food and Dining: The food was decent, but the dining experience was severely lacking. The wait times for restaurants were ridiculously long—sometimes over 2 hours—and the hotel does not accept reservations. We were only able to try a few restaurants in our 7-day stay because we simply couldn’t afford to wait that long. On top of that, it’s disappointing that there was no Indian food available, despite the diverse dining options. The overall dining experience was frustrating and not worth the wait. 6. Hotel Facilities: The facilities themselves were acceptable—pools were clean, and the water park was a big hit with the kids. However, the overall management of the resort left much to be desired. For a "luxury" hotel, basic issues like room flooding and safety concerns were poorly handled. Additionally, while some staff were friendly, the general vibe was far from welcoming, especially after the experiences we had with the "personal concierge" team. Final Thoughts: While we did have a few fun moments with the kids enjoying the pool and water park, the overall experience was disappointing. The constant pressure from the concierge team, the room flooding issue, and the complete lack of proper medical care for my wife’s injury were the major issues that left us frustrated and disillusioned with the resort. It’s hard to recommend this hotel to anyone, especially given the level of customer service and attention to detail (or lack thereof). I certainly won’t be returning to any Hard Rock Hotels in the future, and I’d advise others to carefully consider these issues before booking. Key Areas for Improvement: • Better Management of Customer Expectations: Sales pressure from the "personal concierge" team was inappropriate, especially after a long travel day. This aggressive upselling approach was highly off-putting. • Timely Room Maintenance: Water flooding in our room was ignored for hours. Immediate action should have been taken. • Serious Safety Concerns: Slippery lobby floors and inadequate medical care are a huge safety issue that the hotel needs to address urgently. • More Efficient Dining: Long waits at restaurants are unacceptable for a resort at this price point. Offering reservations or better management of seating would significantly improve the guest experience.

Great facility but so many things that will reck your experience. First, if you are not VIP or a member, you are treated as a third class citizen. So many places your can’t go or facilities you can’t use. Never ever go there with a large group, they will ruin your experience. Very crowed pools, very long wait on restaurant (two and a half hours!). Finally, you can tell that most people working there are not happy, no one is smiling, doing the bare minimum, no one cares about making guests happy. Facility is also showing its age. So many problems in the room and leaks outside. Finally, don’t fall for the monkeys in gray shirts outside, they will appear as they are helping you the first day but second day they will put you through a high pressure sales presentation to sell you membership! Not going there again!

We came to the hard rock resort in Rivera maya alex pool cons. And Arron and Alejandro balineso have been very sweet and helpful to us while we visit the pool/beach we will definitely come back and hopefully we will see them again!!!!!!!!!!!!!

Me and my family had a very excellent time here ant the hard rock Alex helped us a lot he made us feel like we at home we will definitely come back to visit here at the hard rock!!!!! Thank y’all so much hope to see y’all again!!!!!!!!!!!!!!!!!!!!!

My teenage son & I decided on this resort for its water park, Vibe City and music programs. We stayed in the Sky Terrace room which was very outdated but has a fun concept of a bathtub in the roof. The pillows and bed are not comfortable at all and we needed to sleep with white noise on as it is extremely noisy in the hallways. I do not think they have ever washed the bed skirting or mirrors in the bathroom. We tried Caio restaurant which was terrible; the best were on the adult side in Heaven of Wei & Umo. The Farro market is also terrific. The most disappointing was only 1 water attraction was open out of 6 which was very unfortunate. They claim all will be open in 6 months. But I don’t think we will return for it! Hard rock did redeem itself with the Picks program which allows guests to check out Fender guitars for their stay. Since there was nothing else musical for him to do (none of the rock band programs were available either) In summary we liked the concept of the Hard Rock but will not return to this one with its failed promise of music and water slides.