- Heaven Adults Only
- Hacienda Adults & Kids
- Eat & Drink
- Meetings & Weddings
Guest Unable To Arrive: If a guest is scheduled to fly in but is unable to travel because of flight cancellations, they have the following options:
1. Guests may reschedule their stay upon proof of flight cancellation. Hard Rock Hotel Riviera Maya will guarantee the original rate for travel up to 6 months. Guests wishing to utilize this option must reschedule their trip within 60 days following a storm. Rate protection will only apply to the number of original nights and number of guests booked. Additional nights or guests will be booked at current rate, and no name changes are allowed. Space is subject to availability and blackout periods apply. Any days between Easter Week, Christmas Eve and New Year's Day are not included in this policy.
2. Guests can arrive on first available flights after the storm and simply stay the same number of nights, confirmed at the same rate (based on availability).
3. In case guests are unable to change their return flight home or cannot extend their vacations beyond their original dates due to work, school and other commitments, they can arrive on first available flights after the storm and stay until their original departure date, being charged only for used nights.
Guests Unable To Depart: Guests who are the hotel and unable to depart due to airport closures and/or flight cancellations will be offered accommodations and all services at a preferential rate, to be paid directly at the hotel. These inclement weather rates are extended as a special courtesy due to the situation, subsidized by the resort and not available otherwise.
This policy is for individual travel booked directly with the property; it does not apply to groups or 3rd parties.
Groups contracted directly with Hard Rock Hotel Riviera Maya or AIC Hotel Group shall refer to their specific contract policies. Airline ticket holders are subject to airlines' policies and guidelines.
Bookings made through Tour Operators or 3rd party websites must contact their original booking source for information on the hurricane policy for their reservation.
Policy may be subject to change or may be discontinued without notice.