I don’t usually write long reviews, but this experience truly deserves one. I am giving AVA Cancún a 2 out of 5 stars because while there were some good moments, the bad heavily outweighed the good, especially considering the expectations we had going in.
For context, my family and I are Hall of Fame Legendary members at Hard Rock, and AVA was highly recommended to us by multiple people at Hard Rock Los Cabos. Because of that, we genuinely believed this resort would be even better or at least on the same level. Unfortunately, that was not the case.
Our first night started off on a positive note. We were introduced to our butler Ernesto, who was welcoming and helpful. We arrived hungry, and they fed us right away, which we appreciated after traveling. That night we also went to the golf course since my stepdad is a big golfer. It was my first time golfing, and it was also my sister’s boyfriend’s first time. Between the three of us, we lost a total of 65 golf balls. The course itself is beautiful but extremely unforgiving. There is water and trees on about 85 percent of the course, leaving almost no room for error. It is definitely not beginner friendly.
Our second day was very calm. The bars around the resort are actually pretty good, and most of the bartenders were friendly. Having drinks included was a plus, although I do think the house liquor is watered down. I recommend asking for better liquor if that matters to you.
One location related downside was the beach. There was a noticeable amount of seaweed during our stay, which definitely affected the beach experience. That said, I do want to give credit where it is due because we saw staff out there every morning actively cleaning it up. They were clearly making an effort despite conditions being out of their control.
One of the most negative experiences we had was at the taco stand. The worker named Juan was extremely rude and dismissive. My mom politely asked him to change the pork container because it was basically just liquid left. Instead of responding, he ignored her completely, turned to the next person in line, and started helping them. It was very disrespectful and uncomfortable to witness.
On the positive side, Jose and Leo at the cocktail bar by elevator 4 were outstanding. They made incredible drinks, and there was nothing they could not make. They were extremely friendly and hardworking, especially during New Year’s when it was very busy. Please tip them well, they truly deserve it. Easily a 10 out of 10 experience.
Another positive moment came from a pool server named Luis, who went above and beyond for my mom. She exchanged numbers with him because we were told our excursion to see the pyramids would involve a lot of walking. Luis offered to get her proper walking shoes from outside the resort. He brought the shoes back with no issues, we paid him, and everything went smoothly. That level of service was genuinely appreciated and showed what this resort is capable of when staff actually care.
They also have a very nice sports bar. I was able to watch the Steelers absolutely cook the Ravens on a big screen TV, which was a great experience and a big plus for sports fans.
One dining experience that truly stood out was Iron Grill. The steak there was amazing. We ordered one of each cut and shared everything family style, and every single steak was great. The sauces were good, the service was solid, and the red wine paired perfectly with the meal. Iron Grill was easily one of the highlights of the entire trip.
Unfortunately, moments like these were the exception rather than the norm. The signage throughout the resort is very poor. For a resort that feels extremely large, there are very few bathrooms, and there are no clear signs directing you to them. There are also no signs guiding guests to the correct elevators, and once you step out, there are no indicators telling you what floor you are on. These things sound small, but they add up quickly.
The golf cart system is another major issue. Carts take an extremely long time to arrive, if they arrive at all. We personally witnessed a family waiting over an hour while being repeatedly told it would be just a few more minutes. We eventually chose to walk instead. For a resort this size, reliable transportation should not be optional.
The nightlife was actually very good, especially since we were there during the holidays and the resort was busy. In terms of nightlife alone, it was better than Hard Rock Los Cabos. The food, drinks, and rooms were solid overall. The rooms were clean, modern, and comfortable.
The activities were fun but overpriced for how short they were. Star Troopers laser tag was entertaining, but the rounds were only eight minutes long and cost sixteen dollars per person. We also did two escape rooms, the Scooby Doo escape room and the Mona Lisa escape room. The Scooby Doo room was medium level and very enjoyable, while the Mona Lisa room was more challenging but still very fun. They gave enough hints to keep it enjoyable without making it frustrating, and I would recommend both. The F1 racing simulator was very realistic, but it only lasted ten minutes and cost twenty five dollars. Overall, the activities felt rushed for the price.
Another consistent problem was communication. This was not just our experience, as we heard the same complaint from three different families during our stay. Staff often gave conflicting information or failed to follow through.
These issues were especially noticeable with room service. Earlier in the trip, my sister ordered room service and the woman on the phone was dismissive and rude and actually hung up on her. The food never came. On multiple occasions, we were told room service had called or knocked multiple times and that was why the food was not delivered, yet we never received any calls or knocks. Even on our last morning, my mom ordered a coffee at 7:15 AM and it never arrived. When room service did get it right, the churros from the late night menu were actually very good.
The issues continued through checkout, particularly with the spa. The first time my sister went to the spa, she requested a specific therapist and had an amazing experience. Because of that, she asked for the same therapist the second time when she returned with her boyfriend. The spa confirmed she would have that same person. When the appointment came, that therapist was not available. To be fair, they did try to accommodate by assigning someone else, but the experience was not nearly the same quality. What made it frustrating was that the original therapist was actually there that day, just assigned to someone else. If my sister had known ahead of time that she would not be getting the same therapist, she simply would not have gone through with the massage.
Another uncomfortable situation happened at a space labeled “The Lounge.” We only found out it was meant for teens after walking in. Our group consisted of adults in their early to mid 20s. There were pool tables and no kids present, and we had heard kids playing basketball downstairs. When we politely asked if we could play pool, we were rudely told no and pushed toward the exit. They even suggested we find kids and become friends with them if we wanted to play. That interaction was extremely uncomfortable and inappropriate.
Overall, it felt like because the resort is still new, they rushed hiring staff, and it seriously affected the quality of service. Many employees seemed undertrained or unsure of basic procedures.
As a graduate with a hospitality and tourism degree, this was especially disappointing to see. I tend to be very patient with service workers, but the lack of organization, professionalism, and guest focused training was hard to overlook.
It is important to note that this resort is very kid friendly and seems much better suited for families with younger children. There are plenty of activities and spaces geared toward kids, which many families would probably enjoy. However, for adults or groups without children, the experience felt limited and often frustrating.
We are Hall of Fame members, but it certainly did not feel like it during this stay. Service was inconsistent, communication was poor, and there was nothing about the experience that made us feel valued at that level. We had even discussed potentially upgrading to Chairman status, but after this trip, that is no longer something we are interested in pursuing. Based on our experience, this is also not a resort we would recommend to others.
AVA Cancún has potential. Some staff members truly went above and beyond, the rooms were nice, and certain dining and entertainment experiences were excellent. However, poor communication, inconsistent service, lack of organization, and repeated service failures added up quickly. For a resort that is highly recommended and marketed as a premium experience, it fell far short.
This was without a doubt my personal worst resort experience.
