AVA Cancun

Ava is a beautiful hotel. I was impressed with how easy it was to locate places as it is a very large venue. Our room was very comfortable. Housekeeping was a little lacking as our room was not cleaned two of the days we were there. The restaurants were wonderful. We really enjoyed Black Iron and Veranda. Be sure to make reservations upon arrival or you may not get in. We enjoyed the members pool. Service at the pool was outstanding. A big thank you to Miriam and Nayeli for their outstanding service. We also loved the Ava Bay area and the Bayside Cafe. The cafe had great food and wait staff was exceptional. There was plenty of activities to keep our kids busy. They loved the kids club. Overall, even with a few areas that could have been better we enjoyed our stay and would recommend this resort. We will be coming back. Read less

My recent stay at Ava Resort Cancun was, unfortunately, a deeply disappointing and frustrating experience, marked by a serious incident of fraud and numerous operational shortcomings. I feel compelled to share my experience to warn other potential guests. **Fraud Incident**: After checking out on August 11, 2025, at 1:00 PM, my son realized he had left his wallet on the bed in our room. Upon landing in Washington, DC, we discovered over 10 unauthorized charges on his American Express card. I immediately called the resort to report the issue, but no one answered. I also sent an email to the concierge team, but I have little hope of receiving a response based on their lack of communication. This incident raises serious concerns about the security and integrity of the resort’s operations. **Property Condition**: Ava Resort is advertised as a new, one-year-old property, but it feels far older and poorly maintained. The floors, walls, ceilings, and furniture appear worn and dated. I even noticed exit doors with handles hanging off, which is unacceptable for a supposedly modern resort. The overall upkeep does not match the “new” branding at all. **Unpleasant Odor**: A pervasive, foul smell resembling rotten eggs lingers across the property, making it difficult to enjoy the pool or any outdoor areas. This stench was so bad it caused nausea and diminished our appetite, significantly detracting from the experience. **Poor Customer Service**: Customer service was consistently below average. Every in-room dining order we placed was incorrect, requiring multiple follow-ups. The front desk was unresponsive; I called several times to request basic items like water, and when I visited in person, staff promised delivery that never materialized. The mini bar in our room was restocked only once during our five-night stay, and that was on the last night. Additionally, there was no turndown service, which is surprising for a resort of this caliber. **Misleading Kids Club**: The kids club was heavily promoted as a highlight, with promises of adult-only dining and club access while kids enjoyed supervised activities. However, the reality was far different. The kids club operated on limited hours, closing at 9 PM, and was a 15-minute walk from our room on the south end of the property. We were repeatedly turned away due to uncommunicated requirements, such as needing a swimsuit for pool activities, only to find out the activities were already full by the time we returned. The process was disorganized and frustrating, making the kids club more of a hassle than a benefit. **ATM Issue**: To add to the frustrations, the resort’s ATM machine took my debit card. When I reported this to security, they casually informed me that “this happens often” and offered no assistance, advising me to request a new card from my bank. This lack of accountability was shocking. **General Atmosphere**: Every time I passed through the lobby, I witnessed angry guests arguing with staff, indicating widespread dissatisfaction. This was not an isolated experience but a recurring theme during our stay. **Positives**: To be fair, the food at the resort was very good, and the top-shelf liquor was a nice touch. The views and the variety of pools were also appealing. However, these positives were far outweighed by the negatives. **No Real Beach**: Despite being marketed as a beachfront resort, Ava Resort lacks a proper beach, which was a significant letdown for a Cancun property. **Overall Impression**: Having stayed at numerous resorts and villas across Cancun and Mexico, Ava Resort was, by far, our least favorite. The combination of the fraud incident, poor maintenance, terrible odor, subpar customer service, and misleading amenities like the kids club made this a deeply regrettable experience. I strongly advise against staying here and will not be returning. **Recommendation**: Do not book Ava Resort Cancun. There are far better options in Cancun that deliver on their promises and provide a safe, enjoyable experience. - Read less

I rarely write reviews, but my experience at AVA Resort in Cancun was so disappointing that I feel it’s important to share. From the moment we arrived, the service fell far short of expectations for a resort in this price range. Check-in was chaotic and unorganized, with long waits and no clear communication from staff. The room was not ready until hours after the promised time, and when we finally got in, it was not properly cleaned. What bothered me most was the lack of accountability from management. When we raised concerns, we were met with excuses rather than solutions. For a property marketed as a luxury resort, the level of service, cleanliness, and overall quality was far from acceptable. Cancun has many wonderful resorts — unfortunately, AVA is not one of them. I would strongly recommend looking elsewhere for your stay. Read less

Visited in June with a group of 50, and nearly everyone in our party had something go wrong—a room without AC, being assigned a room already occupied by another guest, waiting hours before rooms were available, and restaurant reservations we’d requested in advance simply not honored. The one constant? Most of us became extremely ill, with many sick for weeks after returning home, some still not fully recovered. While the servers were friendly and hardworking, the hotel has a long way to go before I could, in good conscience, recommend it to anyone. The Ava felt more like a cruise ship than resort, it had no beach. So with that said, bring comfortable shoes — you will be walking a lot. I would strongly encourage anyone considering a stay here to research recent guest experiences carefully before booking. Unfortunately, people get paid for posting positive reviews now so I don’t even know if that would help. Godspeed! Read less

From the moment we arrived at AVA Resort Cancun, the service fell far below expectations for a so-called luxury property. We were a group of 18, including children, arriving at 11 AM. Rooms were not ready for hours, we were left in the lobby without clear communication, and no one told us we could get food, drinks, or use amenities — leaving children hungry for hours. Room assignments were wrong, wristbands weren’t activated, and even simple requests like cribs for the babies went unfulfilled until late at night (if at all). Communication through the butler service/WhatsApp was slow or nonexistent. We were pressured into a “benefits activation” meeting that turned out to be a 2-hour sales pitch. Our feedback about poor service was ignored. Excursions were misrepresented, multiple family members were injured on property, and medical assistance came with a charge. Dining had issues too — rude service at the taco stand, incomplete information about restaurants, and I became ill after eating runny scrambled eggs from the buffet. Our departure was just as chaotic, with incorrect transportation info and a bus driver nearly leaving without half of our group (including children). For the high price, this was one of the worst resort experiences we’ve had. Cancun has many wonderful resorts — unfortunately, AVA is not one of them. Read less