Hard Rock Hotel Riviera MayaAn All-Inclusive Experience
Hard Rock Hotel Riviera MayaAn All-Inclusive Experience
You’re not the only one who’s asked. Browse our FAQs and you will find the answers you need. If we missed something, contact us.
Hard Rock Hotel Riviera Maya is a place beyond reality, with VIP treatment and the All-Inclusive experience which means everything from in-room top-shelf drinks to the nightly entertainment, kids club and fine dining are included in your stay.
Yes, experience a setlist of amenities sure to please them all. From special room service menus just for children, to game rooms and organized family activities. The Kids Club is exclusively designed for kids, included in their stay. We also have nanny service if you like some time alone.
THE HARD ROCK ALL INCLUSIVE SET LIST:
5 Star accommodations / Casual and à la carte dining / Beverages (alcoholic & otherwise) / 24 hrs in-room service / Land sports / Fitness center / Jogging track / Pool & beachside service / Daily activities / Nightly entertainment / Free Wi-Fi in-room & resort-wide / Free parking / Unlimited phone calls to the Continental US and Canada / Gratuities included
Spa Treatments / Optional Tours / Golf Caddies (are optional, subject to availability and must be requested with 24 hours of anticipation with a cost of $50 USD) / Medical Assistance** / Rock Shop Items / Transportation*
Spa, Tours and Golf.
*You can book your safe transportation HERE.
**There is a charge for medication and doctor's consultations should those be necessary.
Yes, you can book your massage ahead HERE.
Send an email to:[email protected] or visit the Rock Spa® directly.
You will be provided with an in room menu (kids menu available in select room categories) from which you can place your order at any time of the day or night.
You will find entertainment for all ages, featuring: fitness activities, our famous foam party, sports and pool activities. Land and water sports are also included. Entertainment shows at our Theater and Lobbies. Get a glimpse of our week HERE.
Check our Hotel Map HERE.
In light of the official decree modifying the General Law for tobacco control in Mexico, Hard Rock Hotel Rivera Maya would like to assure the safety and wellbeing of all guests. See more details here.
You are on the official Hard Rock Hotel Riviera Maya website, where you will find the lowest rate guaranteed.
Best Rate Guarantee. Check our terms & conditions policy*
Save even more when booking Flight+Hotel (USA and UK residents only)
Get points using your Hard Rock Rewards Membership
Web Check-In
No cancellation fees**
Plus exclusive benefits for your stay in Riviera Maya
* Terms and conditions apply. **Notifying 72 hrs prior arrival.
Yes, all information submitted on our website is stored on our server through a safe and encrypted connection. This means that it cannot be accessed via Internet and that no one can intercept the information being sent.
We have several ways to guarantee the reservation depending on the promotion. Deposit will be charged to the credit card provided. The remaining balance is due upon arrival. All reservations must be guaranteed with a valid credit card.
No, Hard Rock Hotel Riviera Maya should bill the intermediary. We suggest you to ask for your bill directly where you made your reservation.
You have probably exceeded the maximum occupancy in the room category. We recommend you add one more room or contact us directly at [email protected]
When your reservation is confirmed, the charge is automatic. Please verify the amount charged in your confirmation letter.
The information you give us will only be used to guarantee and register your reservation, or to contact you if something unexpected comes up. If you choose to receive our newsletter, we will use your information to periodically email you our promotions and/or news and updates about our hotel. Should you wish to do so, you may unsubscribe from our newsletter at any time.
Only in the Deluxe Family Suite.
Nine rooms.
Once your reservation number is displayed on your screen and emailed to you, you may rest assured that your reservation has been registered in our system. Please keep your reservation information for purposes of personal control.
Once your confirmation is displayed on your screen, you will receive a confirmation to the e-mail address you provided within 5 minutes. It will include cancellation policies.
To Cancel or Modify your reservation, click HERE or call in USA 1-855-537-4603, elsewhere in the world 1-817-567-7516.
To Cancel or modify your reservation, you can call in USA 1-855-537-4603, elsewhere in the world 1-817-567-7516.
Depends on your cancellation policy described in your confirmation letter. If your reservation was refundable or nonrefundable.
Our Live Assistance is here to help you with any doubts you have with your reservation process. Such as: problems in your reservation process, lack of availability, assistance with new reservations.
Our chat executives can be offline at certain hours, however, you can leave us a message by clicking the chat icon and we will respond to your questions shortly.
For personalized assistance in your reservation process please email us at: [email protected]
You can request adjoining rooms, however, it cannot be guaranteed since it is subject to availability upon arrival.
For personalized assistance in your reservation process please email us at:[email protected]
We assure you that the rate displayed on our website is the lowest rate available for the selected dates. Should this not be the case, we will honor the price you found. For further information, please see the policies of this guarantee.
Please send your request to: [email protected] and we will attend your case.
You should receive a response from one of our agents in two business days.
We are located in the Riviera Maya, view the location map HERE.
Yes, the hotel has free Wi-Fi internet access throughout all common areas and rooms. We also have computers available at the lobby for your use at no additional charge.
The direct number of the hotel is: +52-984-875-1100
If you need assistance on reservations or an 800 number you can find it HERE.
Our Kids Club offers activities, games and shows that will amaze and educate your little kids.
We provide 110 volts outlets in every room, if you need a different outlet, you will need an adapter. Please note that hairdryers are provided in every room, so you may leave that out of your packing list.
If you are planning to travel off property for shopping and such, we recommend bring some cash along as some vendors do not accept credit cards or travelers checks. There are exchange bureaus at the lobby. Most of the venues in Mexico accept US dollars, but please note that you may receive change in the local currency. Additionally, you may want to carry small bills to tip luggage attendants at the airport and airport transfer drivers outside of the resort.
Yes. In addition to bath towels in your room, you can find beach towels in pool and beach areas at no extra cost. You can use as many as you like.
Heaven nightclub is open to enhance your nightlife experience. No extra fees required, it is located at the Heaven the lobby. It is adults exclusive. Check nightclub schedule at your arrival.
Yes, pool chairs and towels are included. If you want to elevate your lounging experience, you can rent out our Bali beds by reaching out to Vacation Planners at their desk by the lobby (From 8:00 am to 8:00 pm).
Yes, laundry service is available at an extra cost. You can find the price list in your in-room handbook.
We have 24 hours medical service. There is a charge for medication and doctor's consultations, should those be necessary.
Yes, the resort welcomes dogs and cats with its legendary pet-friendly program, Unleashed! Applies only to some room categories.
All rooms are non-smoking. Smoking is permitted in designated areas.
Accessible Deluxe Gold King Rooms are available in both Hacienda and Heaven section. They include wider clearance through doorways, toilet, bathroom rails, shower benches and roll-in showers. These rooms do not have hydro spa tub.
In addition we have ramps throughout the hotel. Including reception, pool and beach access areas. There are elevators located on both sides of the building and lobby.
You can request an accessible room in the comments section during the checkout step when booking through our website.
You will need the official ID of the person who made the reservation and a valid credit card.
The check-in time is 15:00 (3:00 PM), the check-out time is 12:00 (12:00 PM).
Yes, however, it is subject to availability. If you arrive early, you can go to the front desk and you will be provided with a wristband that gives you access to hotel grounds and restaurants. Our staff will safeguard your luggage so you can go ahead and enjoy. We will notify you when your room is ready.
Yes. If you are an International traveler, you will need your passport to travel and check-in at the hotel.
Yes, our staff is available and ready to assist you 24 hours, seven days a week.
We require a mandatory hold of $100 USD per night per reservation on a credit card for incidental expenses and any potential additional charges that may occur during your stay. This hold is a standard procedure and is used to ensure that any incidentals, such as room service, dining, or damages, can be covered conveniently without the need for immediate payment at check-out.
While the hold is placed on your credit card, the funds are not actually charged. Instead, the amount is temporarily reserved, which might affect your available credit limit until the hold is released after check-out. The release process varies by bank, and typically, the hold is lifted within a few business days after your departure.
The mandatory hold is specifically processed on a credit card provided at the time of reservation. We do not currently accept alternative payment methods for this hold.
We regret to inform you that a credit card is mandatory for the hold. If you don’t have a credit card in your name, we recommend contacting our reservations team to discuss alternative arrangements.
We hope this information clarifies the purpose of the mandatory credit card hold. If you have further questions or need assistance, please don’t hesitate to contact us: [email protected]
The hotel has 9 different specialties restaurants. Complemented with 4 bars,
All our specialty restaurants are included. You can also amplify your dinner experience with your Limitless Resort Credit.
We highly recommend to make reservations upon your arrival and check restaurant schedules.
All of our restaurants' dress code is casual. Formal shorts or bermuda shorts, dress shirts, polo shirts, or formal sandals. (No wet clothes, visible bathing suit or flip flops.) Special events and dinners require a more formal attire.
You can tell us about food allergies or special food requirements at Public Relations desk, where we will notify each restaurant. We also have detailed food descriptions on the menus.
It is only a 60-minutes drive from Cancun International Airport to the Hotel.
For those of you flying into Cancun's Airport to experience the ultimate rock star vacation, getting to Hard Rock Hotel Riviera Maya is easy with the shuttle service available at an additional cost.
The hotel you are staying at, the name in which the reservation is under, your booking confirmation number, the number of people traveling with you and your arrival and departure flight itinerary (airline, flight number and flight times). You will then receive a response with relevant information and the cost of the transfer. The charge will be applied to your room, and you can pay this via credit card or cash upon check-out.
Make sure to stop by the Vacation Planners desk located in the lobby 24 hours before your departure (between 8:00 am to 8:00 pm), to confirm your transfer pick-up time.
If you made your reservation through other means or a travel agency, we recommend you contact your agent directly and ask for any transfer options they might offer.
You may visit the Vacation Planners located near the lobby (From 8:00 am to 8:00 pm) and they can easily arrange tours for you and your entourage. LEARN MORE.
Yes, you can enjoy the very best of paradise for your special day with us. The hotel offers stylish wedding and honeymoon packages by all-inclusive Hard Rock Hotels, to romantic getaways and anniversary escapes, there's nothing like All Inclusive luxury. It all begins with elegant, ultra-chic style. LEARN MORE.
You can book a honeymoon package on our website. Please follow this FORM to better assist you.
Hard Rock Hotel Riviera Maya proudly welcomes the LGBT community with ultra chic wedding collections. LGBT marriages may be performed legally in Cancun. LEARN MORE.
Yes, and they are all Inclusive. Here, we go beyond with unlimited experiential dining and banquets, top-shelf cocktails and themed events, and Hard Rock luxury.
The hotel boasts 87,017 square feet of meeting space with expert audiovisual capabilities, a dedicated Crew of Roadies, free Wi-Fi, complimentary calls to the U.S. & Canada and much more. LEARN MORE