Exterior

Reviews of Live Aqua Beach Resort CancĂșn - Adults Only - All Inclusive

5 out of 5
Live Aqua Beach Resort CancĂșn - Adults Only - All Inclusive
Blvd. Kukulcan KM.12.5, Zona Hotelera, Cancun, QROO

Reviews

9.2

Wonderful

Rating 10 - Excellent. 1238 out of 1705 reviews" "
Rating 8 - Good. 264 out of 1705 reviews" "
Rating 6 - Okay. 125 out of 1705 reviews" "
Rating 4 - Poor. 39 out of 1705 reviews" "
Rating 2 - Terrible. 39 out of 1705 reviews" "

9.6/10

Cleanliness

9.4/10

Staff & service

9.2/10

Amenities

9.4/10

Property conditions & facilities

9.2/10

Eco-friendliness

Reviews

10/10 Excellent

John

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Fantastic resort. Wonderful and diverse dining options. Staff are exceptional. Adults only but still quiet at night and relaxing. Great pool area with many cabanas in varying areas by pool, beach or in between. Best resort we’ve ever stayed at.
Stayed 4 nights in May 2024

10/10 Excellent

Lucy

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
AMAZING hotel. This was our second time staying at Live Aqua. The hotel is very clean, the rooms are beautiful and every staff member is ready to make sure you are relaxed from the moment you arrive. The manager of the restaurants (Cesar) and his staff were extremely friendly and made sure we were taken care of with our allergies. We are both celiac and were safe for every meal!
Stayed 7 nights in May 2024

10/10 Excellent

Mason

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I recommend this property to all who ask me about it. I would up grade to aqua club for the easy check in. It was a great vacation in every way.
Stayed 5 nights in May 2024

10/10 Excellent

Jeongmin, Duluth, GA

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The clean and tidy room provided comfortable rest. A restaurant with friendly staff and delicious food helped me have a good time. The facilities where I could enjoy the clean swimming pool and open sea together helped me relax my mind, and the delicious cocktails lifted my mood.
Stayed 4 nights in May 2024

10/10 Excellent

Jonatan

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very good for have fun and rest
Stayed 3 nights in May 2024

10/10 Excellent

Emily

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was gorgeous and was very accommodating. There was plenty to do there thanks to the entertainment staff. They kept the party going all day with bingo, DJ, ect. The restaurants were wonderful and the Starbucks was very good. The staff were very kind and did everything they could to ensure we were having the best time. The bartenders did a great job at being fast and efficient. We’ve already planned our next trip!
Stayed 7 nights in May 2024

10/10 Excellent

Ilya

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in May 2024

10/10 Excellent

Nicole Minty, Philadelphia

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything is right there
Stayed 4 nights in May 2024

10/10 Excellent

Meg

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The facilities, staff, activities and restaurants/ food were all fantastic.
Stayed 3 nights in May 2024

6/10 Okay

Arvy

Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
I did not like their policies for cabanas and chairs
Stayed 3 nights in May 2024

10/10 Excellent

Ma

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It’s a very nice property with a excellent staff and service.
Stayed 4 nights in May 2024
Response from Alfredo SantamarĂ­a on May 17, 2024
Thank you for your review, Ma. I'm glad to hear you had a great experience at Live Aqua Cancun. Your feedback will be helpful for other travelers looking for a nice property with excellent staff and service.In laa'kech!Alfredo SantamarĂ­a Gerente General

10/10 Excellent

Elaine Marie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
From the time we arrived we felt like VIP’s. The attendant at the front entrance knew our names, then check in was at the Aqua Club VIP lounge. We were given champagne and lite bites. We upgraded our room to the Aqua Suite to be able to take full advantage of our stay. I would recommend staying here
Stayed 3 nights in May 2024
Response from Alfredo SantamarĂ­a on May 17, 2024
Dear Elaine,It’s a pleasure to hear that from the moment you arrived, you felt the VIP treatment that we strive to provide to all our guests. Knowing that our front entrance attendant greeted you by name and that your check-in experience at the Aqua Club VIP lounge with champagne and lite bites was to your liking, brings us immense joy.We’re delighted that you chose to upgrade to the Aqua Suite and that it enhanced your stay with us. Your recommendation means the world to us, and we’re grateful for the opportunity to have made your visit special.Thank you for choosing to stay with us, and we look forward to continuing to exceed your expectations on your future visits.

6/10 Okay

Ashley

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was good but not the most luxurious. Room was a little outdated & the entire hotel including rooms were SO HUMID. When it's HUMID outside, you want to walk into a crisp hotel. Our room would not get under 70 degrees, and with that type of humidity it felt more like 90. Pool is great though, i will say that!
Stayed 5 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 17, 2024
Dear Ashley,Thank you for taking the time to share your feedback with us. We’re glad to hear that you enjoyed the pool area, but we’re sorry to learn that other aspects of your stay did not meet your expectations for luxury and comfort.We understand how important a comfortable room environment is, especially when dealing with the tropical climate of our location.Your comments are invaluable to us as they help us identify areas for improvement. We hope to have the opportunity to welcome you back in the futureIn laa'kech!Alfredo Santamaría Gerente General

8/10 Good

Sonia G

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in May 2024
Response from Alfredo SantamarĂ­a on May 15, 2024
ÂĄHola Sonia!Te agradecemos mucho por tu preferencia y por tu opiniĂłn en Live Aqua Cancun.In laa'kech!Alfredo SantamarĂ­a Gerente General

10/10 Excellent

Shakay

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This resort was the best resort I had the pleasure to stay at in Cancun. There were diffusers throughout the resort that made the resort smell great. We were greeted by a very friendly staff. We upgraded for a small price and had a wonderful view of the ocean and entire resort. The food was fantastic. The best I ever had at a Cancun resort. Unfortunately, I had one unpleasant experience with the activity desk in the hotel. We paid for a 10:20am pickup for an excursion but was mistakenly put on the list for a 7:20 am pick up. The activity person tried to convince us that we were suppose to be at the front desk by 7:20am even though our receipt said 10:20am. He told us that the excursion was full and that we had to reschedule. When we requested a refund he got on the phone and was able to get us a taxi and to our excursion on time. After this experience I highly recommend that you book your activities outside of the hotel. I personal like Aqua World for water activities. They provide the same activities for a cheaper price. Despite that unpleasant experience I had a wonderful vacation and will definitely stay at this resort again.
Stayed 4 nights in May 2024
Response from Alfredo SantamarĂ­a on May 14, 2024
Dear Shakay,Thank you for sharing your feedback with us. We’re overjoyed to hear that our resort in Cancun has left such a positive impression on you, from the inviting aroma to the friendly staff and the delectable food. It’s wonderful to know that the upgrade enhanced your stay with a breathtaking view of the ocean.We’re delighted that, despite the hiccup, you had a fantastic vacation and are considering returning to our resort. We promise to continue striving for excellence to make your next stay even more memorable.In laa'kech!Alfredo Santamaría Gerente General

10/10 Excellent

Danielle

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is our third time at Live Aqua. Every time is better than the last. The staff is excellent, the food is great and the overall ability to relax is unmatched.
Stayed 5 nights in May 2024
Response from Alfredo SantamarĂ­a on May 14, 2024
Dear Danielle,We’re thrilled to hear that your experiences at Live Aqua keep getting better with each visit! It’s wonderful to know that our staff, cuisine, and the serene ambiance have consistently met your expectations. Your relaxation and satisfaction are our top priorities, and we’re delighted that we’ve been able to provide an unmatched getaway for you. Looking forward to welcoming you back for your fourth visit – we believe it will be even more fantastic!In laa'kech!Alfredo Santamaría Gerente General

8/10 Good

Veronica

Liked: Cleanliness, staff & service, property conditions & facilities
Staff very attentive. Spa was excellent.
Stayed 6 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 14, 2024
Hi Veronica! I'm glad to hear that the staff at Live Aqua Cancun was very attentive and that you enjoyed the excellent spa facilities. It sounds like you had a wonderful experience at the hotel. Enjoy your stay!In laa'kech!Alfredo SantamarĂ­a Gerente General

10/10 Excellent

Jonathan

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It felt like a spa and had a relaxing aura all the way through, but they did a great job with their entertainment as well. If you wanted some fun you can definitely find it without it being shoved in your face. The service was 11/10. Could not have met a nicer more genuine group of people.
Stayed 7 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Hello Jonathan!Thank you for choosing us and sharing your review, we look forward to welcoming you back soon.

8/10 Good

Robert

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Not enough lounge chairs at the pool. there were many cabanas but the main area you had to rent them for the day.
Stayed 5 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 10, 2024
Dear Robert,Thank you for sharing your comments with us. We regret that the availability of chairs in the pool area did not meet your expectations. Our aim is to provide a comfortable and relaxing environment for all our guests, and we take your comments into consideration to improve our space management.We understand that comfort in the pool area is essential to fully enjoy your time. We thank you for your preference and hope to have the opportunity to offer you a more pleasurable experience on your next visit.In laa'kech!Alfredo SantamarĂ­a Gerente General

6/10 Okay

Jeeho

Travelled with partner
Liked: Cleanliness, amenities
This place was overall good. Staffs are generally kind and condition is great. Few improvements to be made. 1) Room AC was not cold 2) Room fridge was not cold 3) Asked front desk for tooth paste and she told me to go buy it at their store when I knew they had it as they provided before.
Stayed 3 nights in May 2024
Response from Alfredo SantamarĂ­a on May 10, 2024
Dear Jeeho,Thank you for taking the time to share your feedback with us. We’re glad to hear that your overall experience was good and that you found our staff kind and the condition of our place great.We take your comments seriously as our priority is to offer exceptional experiences. We have noted the issues you faced:Room AC not being cold enoughRoom fridge not maintaining the desired temperatureThe inconvenience caused when requesting something from the front deskPlease rest assured that we are addressing these points to improve our service. We are committed to ensuring that our amenities meet the high standards our guests expect and deserve.Your opinions are invaluable to us as they help us enhance our service quality. We hope to welcome you back soon and provide an experience that not only meets but exceeds your expectations.In laa'kech!Alfredo Santamaría Gerente General

10/10 Excellent

Yaniv

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff going out of their way
Stayed 4 nights in May 2024
Response from Alfredo SantamarĂ­a on May 10, 2024
Hi Yaniv! Thank you for sharing your review of Live Aqua Cancun, we love to provide the best service and personalised experience and we are so happy to know that we achived that with you!We hope to see you very soon here at your home away from home!In laa'kech!Alfredo SantamarĂ­a Gerente General

6/10 Okay

Kaoru, Houston

Travelled with family
Disliked: Staff & service, amenities
Average at best. Everything was just okay. “Butler service” was sort of pathetic. All they did was making reservation at restaurants. Food wasn’t good. Asian restaurant that features Thai, Indian & Japanese was pretty bad. They should rethink the whole menu. We will just go back to le Blanc and Excellence Group for vacationing in Cancun. We will never go back to Live Aqua.
Stayed 4 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Dear Kaoru,Thank you for sharing your opinion about your recent stay with us. We appreciate your feedback on the butler service and Hidden Garden. We take guest impressions seriously and use your observations to continually improve our services and menus.While we regret that you do not plan to return, we assure you that we remain committed to delivering top-quality experiences for all our guests. Should you reconsider in the future, we will go above and beyond to exceed your expectations.Wishing you the best in your future travels.In laa'kech!Alfredo SantamarĂ­a Gerente General

10/10 Excellent

Matthieu, Charlotte

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Relatively quiet resort with little “young” adults. Staff / service is excellent. Restaurants and food as expected in a “luxury” resort. There is a convention center, so depending on your luck with what company is using, it may be quiet or a bit busy or noisy.
Stayed 5 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 10, 2024
Dear Matthieu,Thank you for sharing your impressions of your stay at our resort. We are pleased to hear that you found the ambiance tranquil and that the quality of the service and restaurants met your expectations of luxury. We understand that the presence of the convention centre can vary the atmosphere of the resort depending on the events scheduled. We appreciate your understanding and strive to maintain a balance to ensure the comfort of all our guests. We look forward to the pleasure of welcoming you back and providing you with another memorable experience.In laa'kech!Alfredo SantamarĂ­a Gerente General

10/10 Excellent

Anna Maria

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent staff, service, & food beautiful clean
Stayed 3 nights in May 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Hello, Anna!Thank you for your preference and sharing your review with us, we hope to see you very soon!In laa'kech!Alfredo SantamarĂ­a Gerente General

6/10 Okay

David Abramyan and Lusene

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
The property and the aesthetics of this place is good. However, there is so much “selling” and “ marketing” for to be club members, to do traveling with them. It’s really annoying all the time passing to go eat breakfast they ask do you want to participate in a 45 minute presentation and you can have a coupon for a massage and the massage will only cost you 300$. Also one of the restaurants: carnivore, you need to pay 50$ to go to it. Next, by the pool there is not enough free spaces by 8:30 am there gone. So don’t even think you can sleep in and then get a spot because there won’t be one. Majority of the parts of the pool you have to pay for the day. So it’s annoying when you pay so much to go to this place and you have to pay for even more extra stuff like a place by the pool. Even all the restaurants have dishes that are all extra to pay for. Also, the entertainment sucks there are no fun shows or anything. On their Mexican night they just have vendors selling their merchandise. As for the music they do not have a live DJ and do not play music much people complained to staff and they finally put some music on. The staff is good, the following staff stood out the most during our trip: Alberto in the breakfast buffet was great , Eli and Crescensio (aka Chris) they were wonderful at the bar making great drinks and they were great to talk to. Due to the multiple attempts of upselling and marketing and not enough free spots by the pool and beach, I would not come here again.
Stayed 4 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Dear David,Thank you for taking the time to provide us with your honest feedback. We are pleased to hear that you appreciated the property and its aesthetics.We apologize for the inconvenience caused by the persistent marketing efforts and the additional costs associated with certain amenities. We understand that this can detract from the overall relaxation and enjoyment of your stayWe hope you will reconsider your decision and give us another opportunity to welcome you back. We are committed to improving our services and ensuring that your next stay is free from any undue pressure and truly enjoyable.In laa'kech!Alfredo SantamarĂ­a Gerente General

10/10 Excellent

Michael

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The property was phenomenal. Staff was awesome and food was great. Our room was beautiful. We will certainly return to this property.
Stayed 5 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Hello Michael!Thank you for choosing us and sharing your review, we look forward to welcoming you back soon.In laa'kech!Alfredo SantamarĂ­a Gerente General

10/10 Excellent

robert

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Well layed out , looked new
Stayed 7 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Hello, Robert!Thank you for your preference and for sharing your review with us, we look forward to welcome you back soon.In laa'kech!Alfredo SantamarĂ­a Gerente General

10/10 Excellent

Robert

Travelled with partner
The service is outstanding.
Stayed 7 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Hello, Robert!Thank you for your preference and for sharing your review with us, we look forward to welcome you back soon.In laa'kech!Alfredo SantamarĂ­a Gerente General

8/10 Good

Cynthia

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hector in the breakfast buffet was an amazing and attentive server. Tino in the swim up bar and Alejandro in the egos bar were fantastic as well. Ricky Ricardo the pool bingo entertainer and so much fun. They all went above and beyond to make me feel special and welcome.
Stayed 5 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Hello Cynthia!Thank you for choosing us and sharing your review, we look forward to welcoming you back soon.In laa'kech!Alfredo SantamarĂ­a Gerente General

10/10 Excellent

Miguel

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The level of detail they put into their service is second to none. The fact that they take the time to remember names and drinks of guests is pretty cool. Have stayed af this resort multiple times and am impressed more and more each time with the level of customer service I highly recommend this hotel.
Stayed 1 night in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Hello Miguel!Thank you for choosing us and sharing your review, we look forward to welcoming you back soon.In laa'kech!Alfredo SantamarĂ­a Gerente General

10/10 Excellent

Cecilia

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The staff was wonderful, everyone was very attentive to our needs.
Stayed 7 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 8, 2024
Dear Cecilia, thank you very much for your preference!We look forward to seeing you in the near future!In laa'kech!

10/10 Excellent

Johanna

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a great experience. Excellent facilities, stunning view, and delicious food.
Stayed 4 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Hello Johanna!Thank you for choosing us and sharing your review, we look forward to welcoming you back soon.In laa'kech!Alfredo SantamarĂ­a Gerente General

10/10 Excellent

Charbel

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great selection of restaurants, friendly staff, nice pools, ocean front rooms have great view. Check out was at 12 but our flight was at night, they let us stay and use all the facilities and restaurants and we used the spa to shower before leaving.
Stayed 3 nights in Apr 2024
Response from Alfredo SantamarĂ­a on Apr 29, 2024
Hello Charbel!Thank you for sharing your positive experience at Live Aqua Cancun. We are glad to hear that you enjoyed the restaurants, friendly staff, pools, and oceanfront view. It's great to know that the hotel accommodated your late flight by allowing you to continue using the facilities and restaurants. Your feedback is valuable, and we hope to welcome you back soon.In laa'kech!Alfredo SantamarĂ­a Gerente General

10/10 Excellent

Virginia

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful!! Well worth the upgrade to Aqua club. We will be back again. Maggie and Alan (our butler’s) we’re wonderful!! Friendly staff, beautiful views, awesome beach.
Stayed 4 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Dear Virginia,We are thrilled to hear that your stay with us was wonderful and that you found the Aqua Club upgrade to be well worth it. It’s heartening to know that Maggie and Alan provided exceptional service and that our staff’s friendliness, along with the beautiful views and beach, contributed to your positive experience.We greatly appreciate your feedback and are delighted that you are planning to return. We look forward to welcoming you back and ensuring that your next visit is as enjoyable as this one.In laa'kech!Alfredo Santamaría Gerente General

10/10 Excellent

Diego

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing experience. Will be back!
Stayed 4 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 8, 2024
Dear Diego, thank you for your preference!We look forward to seeing you in the near future,In laa'kech!

6/10 Okay

Salina

Stayed 6 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 17, 2024
Muchas gracias por tu preferencia y compartir tu reseña con nosotros SalinaIn laa'kech!Alfredo Santamaría Gerente General

10/10 Excellent

Lu

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent food and customer service , Out toilette was plugged since we got to our room the first day and never got fixed. And also the room was not cleaned everyday
 never took our room service leftovers. Everything else. Was excellent.
Stayed 4 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Dear Lu,Thank you for your feedback regarding your recent stay with us. We are delighted to hear that you found our food and customer service to be excellent.However, we sincerely apologize for the inconvenience you experienced with the toilet and the oversight in housekeeping. We understand how these issues can affect the comfort of your stay, and we regret that we did not meet our usual high standards in these areas.Please rest assured that we have addressed these concerns with our maintenance and housekeeping teams to ensure that such oversights are not repeated. Our guests’ comfort and satisfaction are our top priorities, and we are committed to providing an impeccable experience.We appreciate your understanding and are grateful for your recognition of all the other aspects of our resort that you enjoyed. We hope to have the opportunity to welcome you back and provide you with the flawless stay you deserve.In laa'kech!Alfredo Santamaría Gerente General

6/10 Okay

Stacie, Wilsonville

Travelled with group
Disliked: Amenities
Believe all the reviews that say that this resort is VERY quiet and chill. I thought for sure it would depend on the people, which I still believe, but overall this resort attracts very chill, relax-only and a somewhat older crowd (55 ). I was thrown off given the architecture of the place (reminiscent of Miami) and that it seems like it could be really cool. I’m used to much more staff interaction trying to create a fun environment for the guests. I not even a partier, but it was a little too quiet even for me. There are only a couple of activities at the pool - water aerobics and bingo. The “party pool” just has different, louder music but has a lame vibe since it’s so small and tucked away. Egos bar is supposed to be their late-night bar, but it was always dead too. The architecture, pictures you see online and the real-life vibe just don’t match. I would much rather stay at a Secrets, if I’m looking for high-quality spot. The food was good and I liked the vibe of the restaurants but still not as good as I’ve had at other high-end, all-inclusive resorts. I am dairy and gluten-free though and there was always something for me to eat. The Hidden Garden and MB are the best spots, by far. The pool food during the day - BBQ and Burgers being the best. Overall, it was fine and relaxing but a bit boring for what I like in a resort. The view and grounds are beautiful, but I feel like that is a given in the CancĂșn area.
Stayed 5 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Dear Stacie,Thank you for returning to our resort and for taking the time to share your thoughts. We’re glad to hear that you enjoyed the tranquility and found our food offerings, especially at The Hidden Garden and MB, to your liking.We understand that while our serene atmosphere is appreciated by many, it may not be for everyone. Your feedback is invaluable as it helps us to understand the diverse preferences of our guests. We strive to create a balanced environment that caters to both relaxation and entertainment, and we will take your comments into consideration as we continue to enhance our activity programs.We’re also pleased to know that our culinary team was able to accommodate your dietary needs, ensuring you had a variety of delicious options to choose from.While we’re proud of our beautiful grounds and views, we recognize that the overall vibe is just as important. We apologize if there was any mismatch between your expectations and the experience. We will review our online presence to ensure it accurately reflects the ambiance of our resort.We hope you will consider us again in the future, as we are committed to improving and providing an experience that aligns with the preferences of all our guests.In laa'kech!Alfredo Santamaría Gerente General

10/10 Excellent

Rhonda, Regina

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location- beach and water is beautiful. Food is very good and like the smaller resort
Stayed 7 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 8, 2024
Dear Rhonda, thank you for your preference!We look forward to seeing you in the near future,In laa'kech!

2/10 Terrible

Taylor

Travelled with partner, Travelled with group
Disliked: Staff & service, amenities, property conditions & facilities
As soon as we got to the property they tried to get us to do a timeshare meeting but said that it was for coupons for the 25th anniversary of being open. The air did not work and was also a leak in the room that was big enough for us to be gone for 3 hours and when I went back to the room and towards the bathroom I ended up slipping on the ground because I didn’t know there was a leak at the time. The staff didn’t seem to care after we told them we weren’t interested in the time share. It took us going to the front desk 3 times for them to finally do something with the room. The beds with umbrellas and the chairs were supposed to be free as it said on their sign by the pool but we were told we couldn’t use the beds with the umbrellas that it was 75$ a day. The staff didn’t check on us often and would take 30-45 minutes to get our drinks once we did order. We had an awful first experience with this resort, and I don’t think we will be returning.
Stayed 4 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Dear Taylor,We are truly sorry to hear about the challenges you faced during your stay at our property. It is disheartening to learn that your experience did not meet the high standards we strive to uphold.We deeply regret the inconvenience caused by the air conditioning issue and the leak in your room. Your safety and comfort are our utmost priorities, and it is clear we fell short in this instance. We also apologize for any confusion regarding the timeshare meeting and the miscommunication about the amenities available to you.Please know that we take your feedback seriously and are taking immediate steps to address these concerns to prevent such occurrences in the future. We value your patronage and would be grateful for the opportunity to demonstrate the level of service you rightfully expect and deserve.We hope you will consider giving us a second chance to restore your faith in our resort. Should you decide to return, we will ensure your stay is seamless and enjoyable from start to finish.

10/10 Excellent

Alyson

Stayed 4 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 14, 2024
¥Hola Alyson!Muchas gracias por tu preferencia y por compartir tu reseña con nosotros.In laa'kech!Alfredo Santamaría Gerente General

10/10 Excellent

Mark, Salt Lake City

Liked: Cleanliness
Stayed 3 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
ÂĄHola Mark!Gracias por tu preferencia y esperamos verte pronto.In laa'kech!Alfredo SantamarĂ­a Gerente General

10/10 Excellent

Malaya, Edmonton

Liked: Amenities
Great service
Stayed 6 nights in Mar 2024
Response from Alfredo SantamarĂ­a on May 8, 2024
Dear Malaya, thank you for your preference!We look forward to seeing you in the near future,In laa'kech!

8/10 Good

Nick Thomas, Brownstown Twp

Stayed 5 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
ÂĄHola Nick!Muchas gracias por tu preferencia y esperamos verte muy pronto.In laa'kech!Alfredo SantamarĂ­a Gerente General

10/10 Excellent

Christy

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful stay, excellent staff
Stayed 5 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 8, 2024
Dear Christy, thank you for your preference!We look forward to seeing you in the near future,In laa'kech!

10/10 Excellent

Rachel, Upland

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Second time staying here and look forward to coming again. The service is amazing, food is delicious, room Service is fast. They have 5 pools so there is plenty of cabanas (at an extra charge) and lounge chairs at no cost.
Stayed 4 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Dear Rachel,It brings us immense joy to know that your second stay with us was as delightful as the first. We are thrilled that you are already looking forward to your next visit.Your commendations on our service, the delicious food, and the efficiency of our room service are greatly appreciated. We’re glad that our pool facilities, including the cabanas and lounge chairs, added to your comfort and enjoyment.Thank you for choosing us again for your getaway, and we can’t wait to welcome you back for another memorable experience.In laa'kech!Alfredo Santamaría Gerente General

10/10 Excellent

juan, Miami

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice location close to dining and shopping. Plenty of food options in the premises. Beach is clean and well maintained. Pools are at the right temperature and service is impeccable. Spa is modern and very relaxing. The only black dot was the AC. It never reached desired temperature. Had to request a fan to sleep without sweating
Stayed 4 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Dear Juan,Thank you for sharing your valuable feedback with us. We are pleased to hear that you enjoyed our convenient location, the variety of dining options, and our well-maintained beach and pools. It’s also great to know that our service met your expectations and that you found our spa to be a relaxing retreat.We apologize for the inconvenience you experienced with the air conditioning in your room. We understand how important a comfortable environment is, especially for a good night’s sleep. Please be assured that we have addressed the issue with our maintenance team to ensure that it is resolved promptly and does not affect future stays.We appreciate you bringing this to our attention, and we are committed to providing a flawless experience for all our guests. We hope to have the opportunity to welcome you back and provide you with the perfect stay you deserve.In laa'kech!Alfredo Santamaría Gerente General

10/10 Excellent

Jeremy

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
You are treated like royalty at this resort. They wait on you hand over fist and the staff do every to make your stay enjoyable. The food was great the entertainment was superb and the beach was to die for. We’re coming back
Stayed 4 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Dear Jeremy,We are absolutely delighted to hear that you felt treated like royalty during your stay at our resort. Our team takes great pride in providing exceptional service and ensuring that every guest has an enjoyable experience.It’s wonderful to know that the food, entertainment, and the beauty of our beach all contributed to making your stay memorable. We strive to create a perfect vacation atmosphere, and your feedback confirms that we are on the right track.The entire team is thrilled that you are planning to return. We can’t wait to welcome you back and offer you another splendid getaway.In laa'kech!Alfredo Santamaría Gerente General

10/10 Excellent

EMILT

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked the property very much, it’s excellent. I didn’t like, that the resort don’t help you when you have an emergency to buy medicines, and you don't have pesos, they don't help you exchange national currency, I think that should change.
Stayed 4 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Dear Emil,Thank you for your feedback and for your kind words about our property. We are delighted to hear that you found it excellent.We sincerely apologize for any inconvenience you experienced regarding the purchase of medicines during an emergency. We understand how important it is to have access to such necessities, and we regret that we were not able to assist you with currency exchange at that critical time.Please know that we take your concerns seriously and are actively looking into improving our services to better support our guests in all situations, including emergencies. Your suggestion about facilitating currency exchange is valuable, and we will consider it as we strive to enhance our guest experience.We appreciate you bringing this to our attention, and we hope to have the opportunity to serve you better in the future.In laa'kech!Alfredo SantamarĂ­a Gerente General

8/10 Good

Andrew

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great hospitality, the rooms do need to be exterminator some bugs here and there on the lower level, but for most part was a great hotel.
Stayed 3 nights in Apr 2024
Response from Alfredo SantamarĂ­a on May 11, 2024
Dear Andrew,Thank you for taking the time to share your experience with us. We’re delighted to hear that you appreciated the hospitality provided by our hotel.We apologize for any discomfort caused by the presence of bugs in your room. Please rest assured that we take the cleanliness and comfort of our rooms very seriously, and we have scheduled an immediate inspection and extermination to address this issue promptly.We’re glad that, overall, you had a great stay, and we are committed to ensuring that all aspects of our hotel meet the high standards our guests expect and deserve. We hope to welcome you back soon for an even more enjoyable and comfortable experience.In laa'kech!Alfredo Santamaría Gerente General