Ratings based on 3,137 Guest Reviews

Hear it directly from our travelers
4.7 out of 5
94% of guests recommend
4.8 Room cleanliness
4.7 Service & staff
4.7 Room comfort
4.7 Hotel condition
TRAVELOCITY GUEST REVIEWS
Hear it directly from our travelers
4 out of 5
by A traveler from nj

Service was excellent and friendly

Posted Oct 27, 2016
Pros: Beautiful resort. People so friendly and kind. so relaxing.
Cons: Made us wait until 3 to check in. Maybe they could change that.other than that, it was wonderful
Comment from Hotel Management
Oct 29, 2016 by Alfredo Santamaria, General Manager , Hotel Management
Thank you for sharing your feedback regarding your recent visit. Even though it is wonderful to know that your overall experience was enjoyable, I do regret that the only downside was our check in time. As our official check out is at noon, our check in time is established at 3 pm in order to allow our amazing housekeeping staff to clean every room according to the highest standards. Thank you once again for your feedback, I remain at your service, Alfredo Santamaria, General Manager
5 out of 5
by A traveler from DLR

Great everything

Posted Oct 26, 2016
Location: Next to shopping, nightlife, beach
Very friendly and attentive staff, clean rooms, great food
2 out of 5
by A traveler

Worst Customer Care. Would not recommend

Posted Oct 12, 2016
Cons: Staff's customer service.
Location: Near a mall, basically walking distance. Keep in mind that though an adult resort, they HAVE zero activities. Good for book readers.
We did not have a great experience as expected. (1) Upon arrival, our check in lady was ruthless. We had booked a room with a King bed, of which she explained that though this was the case room availability was first come first serve. (2) We were upgraded to a room with Ocean view. When we got to the room it was a garden view room. (3) We asked the lady at the front desk what happened to our ocean view room. She said she made a mistake and will correct it. The next room that was offered to us was still an ocean view. And to make the matters worse, she put us next to the hotel’s night club. (4) We made reservations for a private dinner and pre-ordered our meal a day before. Our reservation was not valid and the meal we ordered was not even served by the hotel.
Comment from Hotel Management
Oct 14, 2016 by Alfredo Santamaria, General Manager , Hotel Management
Thank you for sharing your feedback, which is a very valuable tool for us when creating strategies that will help us achieve our guests complete satisfaction. I regret to read about this first interaction, which prevented you from setting the relaxing tone to your vacation. Hopefully you will give us a chance to be your hosts once again and revert your previous experience, Sincerely, Alfredo Santamaria General Manager
5 out of 5
by A traveler from Denver, CO

Wonderful resort!

Posted Oct 7, 2016
Pros: See review above
Cons: See review above
Location: The 2 malls were a nice option and Dolphinarias and the Wet and Wild water park were a short cab ride away.
The hotel staff was extremely pleasant and helpful and only bothered you about the timeshare option when you first checked in. After that, they let you enjoy your stay. The amenities were lovely and there wasn't much we were left wanting for. The resort itself was gorgeous and is a place I'd be happy to visit again. The location was so easy because you could walk to two different shopping malls if you needed shopping outside what the resort offered. One downside was that the hotel couldn't change dollars to pesos for you. A trip to the bank across the street in the mall was required for that. The resort gift shop didn't take US dollars, only credit cards and pesos.
Comment from Hotel Management
Oct 14, 2016 by Alfredo Santamaria, General Manager , Hotel Management
Thank you very much for sharing your recent experience, it is wonderful to know you have enjoyed yourself with so many positive aspects of our service. Thank you as well for your feedback, it is our most valuable source of orientation when locating the strategies that will help us achieve our guests complete satisfaction. We look forward to seeing you again soon, Alfredo Santamaria General Manager
5 out of 5
by A traveler from Fort Worth ,Texas

Nice Stay

Posted Sep 24, 2016
Pros: Food! Gained weight this week
Cons: Need more nightly entertainment
Location: Perfect location!
We are beach people and love this end of the beach.
Comment from Hotel Management
Sep 27, 2016 by Alfredo Santamaria, General Manager , Hotel Management
I appreciate the time you have taken to share your experience. I am delighted to read that it was enjoyable and that you specifically highlighted our diverse culinary options over anything else. Even though our concept is of providing a Spa experience, with a relaxing ambiance for our guests, our entertainment staff sells tickets to the best night clubs in town, where our guests can enjoy Cancuns nightlife. We look forward to seeing you again soon, Alfredo Santamaria General Manager
4 out of 5
by A traveler from Cincinnati, OH

Excellent Adult All Inclusive

Posted Sep 4, 2016 on Expedia
Pros: Staff are friendly, attentive and accommodating. they make you feel special
Cons: Food was mediocre - ranks 3.5 stars at best
Location: Go downtown for an evening - lots of action, clubs. etc. Also there is a nice shopping mall across the street from the elite to market type items
I would have rated a 5 - except felt the food does not rank a 5. The staff at hotel are amazing. The rooms are very nice. You don't need to pack a beach bag as they provide one as well as flip-flops for your use during your staff. The food was mediocre, nothing that I would rate above average. Drinks are a plenty and they use premium brands. Plenty of lounge chairs and cabanas at the pool as well as the beach . Recommend oceanfront room - 8th floor had great views. This is a timeshare property and they will offer you a free dinner on the beach or in their steak house (extra charge otherwise) if you attend 90 min. sales pitch. We declined and there was no pressure to attend. Had an excellent trip - will definitely return.
Comment from Hotel Management
Sep 7, 2016 by Alfredo Santamaria, General Manager, Hotel Management
Thank you very much for sharing your recent experience. Even though I am happy to read that your overall visit was enjoyable and you are motivated to come back, I regret not achieving your expectations with our culinary options. All feedback is appreciated, and we urge our guests to reach out to us while on site if something is not up to their expectations in order to make immediate actions that will turn a frown upside down. We certainly look forward to having you once again and exceeding your previous experience. Sincerely, Alfredo Santamaria General Manager
4 out of 5
by A traveler from Los Angeles, Ca

Posted Sep 2, 2016 on Expedia
The hotel was very nice and the food was pretty good as well. Theyou have several different restaurants that serve a good variety of food. The staff wereally all very friendly and helpful as well. Our room was nice too.
Comment from Hotel Management
Sep 8, 2016 by Alfredo Santamaria, General Manager, Hotel Management
I appreciate your feedback concerning your recent visit, mentioning so many positive aspects of your experience. Hopefully we will have a chance to be your hosts once again and exceed your expectations. Warm Greetings, Alfredo Santamaria, General Manager
5 out of 5
by A traveler

Playa y piscinas muy lindas, excelente trato

Posted Aug 31, 2016 on Expedia
Pros: Todo, el cuarto es muy bonito y cómodo, la comida es excelente, la limpieza, la tranquilidad, no hay ningún ruido y puedes dormir a gusto. El personal
El hotel es muy bonito, con olores excelentes, limpio, la comida es muy buena, pero lo mejor que tiene es la amabilidad de todo el personal que ahí labora. Está cerca de centros comerciales, se puede ir a pie a la Isla, por lo que la ubicación es excelente.
Comment from Hotel Management
Sep 3, 2016 by Alfredo Santamaria, General Manager, Hotel Management
Muchas gracias por compartir sus comentarios, es un honor leer acerca de todos los servicios que lograron hacer de su experiencia algo memorable, motivandola a recomendarnos. Esperamos tenerle de regreso muy pronto, será un placer ser sus anfitriones nuevamente y superar su reciente visita. Saludos Cordiales, Alfredo Santamaria Gerente General
4 out of 5
by A traveler from CDMX

Confort sin salir del hotel

Posted Aug 30, 2016 on Expedia
Pros: La amabilidad, las albercas y los alimentos en especial buffet y room service
Cons: Que no te quieran vender o invitar a sus reuniones para tiempos compartidos o similares
El hotel es muy confortable, no necesitas salir de las instalaciones para pasar una estancia muy agradable, los alimentos en buffet son espectaculares
Comment from Hotel Management
Sep 1, 2016 by Alfredo Santamaria, General Manager, Hotel Management
Muchas gracias por compartir sus comentarios respecto a su reciente visita. Es un placer haber sido sus anfitriones y lograr cumplir sus expectativas. Gracias por la retroalimentación, es para nosotros de gran utilidad al crear estrategias que nos permitan exceder las expectativas de nuestros huéspedes. Esperamos tenerle de regreso muy pronto, será un gusto recibirle. Alfredo Santamaria Gerente General
5 out of 5
by A traveler

Great hotel with a gorgeous view. Staff was great.

Posted Aug 30, 2016 on Expedia
The staff made our visit very welcoming and peaceful. I would return again to this hotel.
Comment from Hotel Management
Sep 9, 2016 by Alfredo Santamaria, General Manager, Hotel Management
Thank you for taking the time to write a brief review about your experience at Live Aqua Cancun. I am very happy to read that you found all our services up to your expectations and that you would take the chance of recommending us. We look forward to your return. Sincerely, Alfredo Santamaria General Manager