AVA Resort Cancun

Darcy Schweitzer

We are Legendary members and when we arrived our suite was good but not exactly what we expected. During the member presentation we wanted to upgrade but I was hesitant because of what we paid to what we got. They immediately took care of us and upgraded our room to a presidential suite. That was amazing and so comfortable for our family! Customer service was very good! The young guy who took care of us at the pool, Roberto, was second to none… so nice and always smiled! Never ran out of towels, fridge was always stocked and room service delivered within 45 minutes. When we left John was great and took care of our luggage and ride to the airport. John was so nice to us! I would only suggest a bit more detail on the cleaning. Windows had a lot of fingerprints and smudges and the floors had a lot of hair. We would come back again!

John Faulkenberg

This was my third time staying here. Was an awesome week to say the least. To start our butlers Ernesto and Dorian were amazing they had all our dinner reservations, spa appointments, daily chairs by the pool and so much more taken care of for us, they work hard to make your vacation relaxing and enjoyable. The restaurants are first class the food is some of the best I have had. The one meal that stood out the most was our last we had Gustavo, he was amazing from the start and to top it off he wished us a safe trip home and hoped to see us again and wrote a special note on my wife’s dessert plate. The pool is the best part the staff there was absolutely the best we had some amazing servers Farit, Michael, Elias, Fabiola, and Javier. This is a huge resort so be prepared to walk but that’s ok there is tons to see and do. This place is only getting started I would highly recommend it.

Jennifer Allen

We went during the week of NYE and they were severely understaffed in all areas. I’ll start with the pros. 1. We booked a wine tasting and a tequila tasting and the sommelier Reynold was fantastic. His customer service, expertise and hospitality were unmatched. 2. The kids club was fantastic. The staff was friendly and the kids enjoyed it. 3. Booked a facial and massage on the last day. Erica was phenomenal. 4. The rooms were spacious and had the most comfortable bed I’ve ever slept in while visiting Cancun. 5. Miyami- The hibachi was excellent and Alejandro’s level of customer service was phenomenal. I had the best dirty martini here as well. The cons 1. Hard to get restaurant reservations. We had to practically beg at one of the restaurants to squeeze us in and the chef was so kind to do that for us. It was at the Mexican restaurant. 2. There were no towels available at the pool for two consecutive days. 3. The servers at the pool were overworked and no one came to check on us while we were in the Bali beds (day beds) for drinks or anything. I had to chase someone down and then he took 45 minutes to come back. 4. I called to ask for towels in our room almost daily. They would only provide 2 and there were 4 of us. 5. No turn down service. 6. The check in process was extremely slow especially since they try to get you to sign up for a presentation. Overall, I wouldn’t come back to this resort after visiting many other resorts in the area. The property is beautiful and the food is good but the customer service is awful.

Hello Kitty

Itza, our pool staff is so great! He's very respectful and kind! He remembers everyone's order and very polite. He always smile, works hard, and very efficient! I hope to see him again next year. Itza represents what Ava Resort is all about. Good quality, friendly service, and memorable vacation!

Katherine Tan

As legendary members, you'd think they would take care of all levels of membership...not here. If you're not Hall of Fame and up, you won't really get any real perks. The rooms, food and drinks were great, pool service was spot on! But service at the resort was iffy, some staff at the restaurants were tired especially if they were the only knowledgeable ones as everyone wants them to help out. As the building is divided into north and south, some restaurants are the same for both sides like Kita and Minami are both teppanyaki, Butcher and Iron Grill are both steak houses. Both sides also have their own buffet. So when they say the resort has 17 restaurants, it's a little deceiving. You can read about the beach with other reviews, we didn't go in. The water was a dark brown, even taking photos wasn't inspiring but there were some people by the beach and there is service there as well. Lots of little things that make this hotel not quite the luxury hotel they want it to be. It feels like an indoor mall with kids running amok. Mishmash of stores, yet there is no merch store for AVA, unlike Hard Rock resorts where they have their signature store. Menus on the app and the printed menus are not quite the same, some missing entrees, resort credits use not quite clear because you can't use it for a lot of things so make sure you ask. Rooms are tidied but not really cleaned, I'm not really sure. If they're able to clean up the beach so it's nicer to walk by or swim in. Maybe in another 2 years the hotel will get up to where they want it to be, but for now, lower your expectations and you'll have a great time. One thing's for sure, you will never go hungry or thirsty.