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Hard Rock Hotel Riviera Maya has implemented enhanced protocols & standards to ensure you enjoy a peaceful vacation. 

Across our hotels, we have implemented enhanced health and hygiene protocols to provide you with peace of mind during your stay with us. To create our ‘“SAFE + SOUND” promise, we have developed a comprehensive, enhanced cleanliness and sanitation plan that consists of added  precautionary measures throughout all aspects of the guest and team member experience.

Hard Rock Hotel Riviera Maya has also implemented the global Hard Rock SAFE + SOUND program powered by Ecolab, which includes detailed guidelines and protocols followed by all branded properties around the world. Below you will find a summary of our enhanced protocols.




Main Measures
Main Measures
Main Measures



Safe and Sound program



Find the full enhanced cleanliness and sanitation protocols implemented to provide you peace of mind


Hard Rock Riviera Maya Rooms



Paradise has teamed up with Pure® to offer their patented, 7-step purification process in select rooms to remove up to 99% of pollutants


Medical Assistance at Hard Rock Riviera Maya



Complimentary onsite medical assistance for all existing and new reservations from countries with this requirement.




Lobby check in



  • Please print out our mandatory HEALTH DECLARATION AND RELEASE FORM prior to your arrival. It will be requested at check in.
  • Please fill out this mandatory HEALTH STATEMENT. It will be requested at Check-In.
  • Bellboy will welcome you wearing face masks and ready to provide hand sanitizer
  • Luggage items will be disinfected upon guest arrival by the bellboys.
  • Guest temperatures will be checked upon arrival via a thermal camera.
  • This area will be clearly marked for appropriate physical distancing. 
  • All hotel wristbands and keys will be disinfected prior to providing these to guests.

Woman in Hotel room on bed



  • Extremely strict sanitizing protocols are used to clean guest rooms.
  • Full sanitization of guest rooms after each departure.
  • Masks and gloves provided to housekeeping and maintenance teams.
  • Room service will be packaged accordingly and delivered directly to the door with no contact.

man running on treadmill



  • We have increased the frequency of deep-cleaning and disinfecting all common and public spaces.
  • Rock Spa and Posh Beauty Salon appointments will be limited and scheduled in advance.
  • Hydrotherapy will not be available until further notice.
  • Dedicated measures for high-contact surfaces such as front desk check-in counters, elevators and elevator buttons, door handles, public bathrooms, room keys and locks, ATMs, handrails, tables, gym equipment, kids club, dining surfaces seating areas, pool chairs and more.
  • The use of facial coverings/face masks is required for hotel guests in all public areas with the exception of outdoor spaces, by the pool or beach or while actively eating and/or drinking or smoking. Designated areas include common indoor spaces such as the hotel lobby, retail stores, elevators, waiting areas of common facilities (like spa, salon, restaurants or bars), and the theater. 


woman on beach



  • Pool activities that require contact will be temporarily suspended and will be replaced with activities that require social distancing
  • Pool and beach chairs will be cleaned between every use, and spaced out to ensure appropriate physical distancing.
  • Pool chlorine levels will be safely elevated within a permitted range.
  • Swim up bars will not be operating for the time being. Drink and food service will be available poolside and beachside through our servers.

couple Eating dinner



  • Self-service buffets have been replaced with assisted buffets at select restaurants.
  • Restaurant menus will be available through a QR code and on one-time-use disposable handouts to minimize exposure and contact.
  • Open restaurants will vary by schedule.
  • Teppanyaki service will be discontinued for the time being.
  • A la carte service will be offered for breakfast and lunch at The Market in place of buffets. For dinner service, The Market will transform into Ciao for a la carte Italian cuisine.

dance floor



  • Standard measurements in meeting and event layouts have been redesigned to ensure necessary physical distance between attendees.
  • Self-serve buffet offerings will be eliminated, and replaced with alternate food service options such as plated service and more.




We continue to review the cancellation policy based on the latest updates from the global & local authorities. To provide you with further peace of mind, if you book your hotel stay through 30 April, for travel until December 17, 2021, you may change your hotel stay dates up to 24 hours prior to arrival with no penalty for travel up to December 18th, 2021 (a difference in rates may apply, this is subject to availability).

If you are traveling from a country that has implemented a government travel restriction to our destination, please contact your booking source to discuss options. If you request a refund and your booked rate applies to it, please consider that due to the current situation it may take 45 days or more. We will attend each request in the order it has been received.

We hope this policy provides you with comfort, whether you book your hotel stay with us or your preferred travel provider.

For all contracted Social or Corporate Group travel, please contact your Sales Manager or Global Sales contact, so that we can discuss the best possible opportunity for all parties concerned.

As we continue to closely monitor this developing situation, we will keep you informed with your safety and wellbeing at the forefront of everything we do. You may continue to check this page’s website for any further updates.

We thank you for your continued patience and trust, and we look forward to welcoming you to Hard Rock Hotel Riviera Maya.