This is a very relaxing and child friendly resort (with a kids club) built in a typical Mexican style, warm and cozy. Reservations can be made at the reservation desk in front of the check in. If you want to skip the line make sure you’ve made a reservation prior to your arrival. For dinner you can also choose from different theme restaurants (Mexican, French, Brazilian, Azian, …). The choice is enormous, the food is very tasteful and the staff is extremely friendly. The Market is open for all meals (breakfast, lunch and dinner) and is a buffet restaurant. There are many shops, among which two Rock Shops. From the lobby to the rooms, everything is large in this hotel. We stayed at the Hacienda and had a really great time. There is also a golf cart shuttle between the two hotels. Each hotel has its own check in, its own restaurants, its own pools, … but adults who stay in Hacienda can easily enjoy all the amenities and restaurants in Heaven. In fact, it is a resort with two (Hard Rock) hotels, one (Hacienda) accesible for all guests and one (Heaven) for adults only. Hard Rock Hotel Riviera Maya, where do I start. Jan Hundrieser, the General Manager of the Hard Rock Riviera Maya to please contact me to discuss this issue and ensure that the refund has been processed More Show less This experience makes it very difficult to re-book with the hotel. The reviews of this hotel are usually outstanding. It is a shame that this has been such a difficult process. At that time, I asked to speak directly with the General Manager of the hotel to discuss this issue but they ignored my request. When we booked the reservation (Black Friday deal) the hotel lost our original reservation and we had to re-book for more money, once they admitted their mistake.(which took over 7 days of back and forth phone calls and emails). This is not the first problem we had with this hotel. We are now out a total of USD$5,000 of which USD$3,165 was due to be refunded to my credit card. I left another message last week for her, but I haven’t received the refund or a response. I contacted the hotel on Apand the Customer Care Supervisor indicated that she would get back to me with an answer.I am still waiting for a response. I was not happy with this response but I fully understand that the hotel was probably dealing with an large number of cancellations for the same reason, therefore the longer delay. I was then told at the 15 day mark that the refund would take 30-45 days due to the Covid-19 issue. We cancelled just before 24 hours prior to our scheduled arrival date so we had to pay for 2 nights cancellation fee, which we fully expected. Due to the Covid-19 issue, we had to cancel our reservation. We booked a family vacation for March 15-22, 2020. It is unfortunate that I have to write this review.
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