AVA Cancun

You can read the majority of these reviews and people are complaining about one thing or another, and I can list a few things as well, but so minor that didn’t bother us at all. What I can tell you is this property is great. We can talk about the staff first. We probably interacted with 100 different staff members and the majority of them were amazing, amazing! The staff went out of their way to make sure you were good. It’s the very small things that make a difference and the staff at the resort made a huge impact. I only had a few names to highlight, but the list could go on for ever. Our Butler, yes, we had a butler, Plutarco was extremely gracious and attentive to our stay, he just appeared when we needed him and was an outstanding Ambassador of Ava. We had friends who have a Chairman status and they coordinated an in room dining experience for my birthday that was out of this world. I could write a review just for this part of the trip and maybe I will. I have to mention them as this dinner will be in my memory forever and was one of the absolute best ways to celebrate with my friends and family. Monserrat, our Captain was great, she made sure every detail of our experience was excellent. I believe she was from room services, but I can’t remember. She needs to be in charge of guest services, she was that good. Her waiters were Arturo and Israel, Amazing. I use this word a lot but they really were that good. Chef Luis, a locally trained Chef from BAO, a hotel restaurant prepared a slow cooked Steak that was perfect and he made several appetizers that were so good, the 4 girls we were with even enjoyed it. He paired the steak with the biggest lobster tails I had ever seen. Delicious food, great wine and the sauces made it easily the best Surf and Turf I have ever had. Five Star Meal. I don’t want this to come across wrong, but this meal was better than any I have had in the US. The meat was tender, lean and very tasty. Way better that what I have experienced outside of the US. The pastry chef, Chef David made a Red Velvet cake with a cheese frosting that was tasty and a perfect way to enjoy the evening. I invited the staff to enjoy the cake as well as it was too good not to share. Again, this was served in our friends room who must have had a penthouse or some high roller room as it was large enough for the eight of us. Ok, aside from the birthday dinner, the rest of the food in the general hotel and restaurants was very good. We have been to several Hard Rock All-Inclusive and this was the best. Breakfast was great and had everything you could imagine on the menu. From fresh juices to multiple omelette stations to fresh fruit and baked goods. Don’t come here if you expect to lose weight. However, if you want to work off your meal, they have a well equipped gym that will keep you fit. We also tried the Hydro Therapy room that included a guided experience from Sauna, to Team Rooms, several shower experiences that will make you rethink how to shower in the future to a Sauna, Ice Bath and a number of other rooms that were Five-Star. I went 2x as it was that good. I highly recommend this and the Ice Bath. Read up on the benefits of Ice Bath Therapy. It will make the pain of first submerging more meaningful and you will learn to love it. The kids had a great time in the hotel. There were 4 girls ages 12-15 and between the kids club, Escape Room, Ice Cream, Bowling, gift shops, did I mention Ice Cream, pool and in pool activities they went to bed exhausted. Loved that. We took an excursion to Isla Murjeres, which was a cool experience. I highly suggest getting out and exploring the Yucatán Peninsula. Rich in history, culture and very friendly locals. We also rented a van and drove out to Tulum, which was hard to describe as it was very full of unique experiences for all of us. Google Atik Tulum Park and SFER-IK Museum. If you want to experience something to cherish visit these two places. Definitely have lunch at the Jungle Cuisine at Sfer-Ik, you will thank me later. Suitable for kids 13 and an above who will enjoy a natural museum experience. The ride was about 2 hours but we stopped twice at Starbucks. Ava is about 10 miles from the Cancun Airport, which is super convenient. The beaches right now are covered in Sargasem, which is a smelly seaweed. We walked on the beach every day but were were unable to go in the water. This was a bummer, but nothing the Hotel could do although they had crews working all day everyday to keep it clean. No fear, the multiple pools had amble seating, and the multiple wait staff took great care of your every need. We are planning to come back in a few months with more friends. This place needs to be on your list. Read less

I’ve been a loyal member of Legendary Vacation Club for over 10 years, and my family has been with them for more than 20. We’ve created many beautiful memories staying at their resorts in Puerto Vallarta, Cabo, and Cancún — going all the way back to when they were called Palace Resorts and then through their rebranding under the Hard Rock name. As a Hall of Fame member, I’ve always received excellent service, great food, and exceptional accommodations. That’s why I’m writing this — not as a casual traveler, but as someone deeply familiar with the standard this brand once upheld. The Scam Before the Stay A couple of months ago, I was contacted by someone claiming to be with Legendary. They had my membership number and offered me a special promotional stay at the new AVA Hotel in Cancún. Because they identified themselves using correct information, my guard was down. I was excited about the offer and purchased the package, which included discounted airfare — something I now know Legendary does not offer. Two weeks before my trip, I discovered the flights didn’t exist. When I visited the official Legendary website, a warning was posted stating they do not sell air + hotel deals and that a breach had occurred. That’s when I realized I had been scammed. I gave the scammers everything — my passport, driver’s license, credit card, and personal data. I immediately filed a report with Legendary. They acknowledged the breach had affected many other members, but what upset me most was that I was never informed of the breach beforehand — no email, no warning, nothing. In the past, they had warned about scams. This time, there was complete silence. Making the Trip Happen Anyway Despite the violation and financial loss, I rebooked the vacation on my own, paying a much higher airfare. We are a group of six, including four children, and had to book two separate rooms just to make it happen. I arrived at AVA Hotel still hopeful — I shared my story at check-in and asked only for one thing: a room upgrade so we could be together, just like we’ve always had at other Hard Rock resorts. I was told the hotel was only at 40% occupancy, so I thought this would be a simple gesture of goodwill. Instead, we were told there was no availability and received no assistance or empathy whatsoever. Not even an apology. I wasn’t asking for a refund — just for a small accommodation considering the circumstances and the long-standing relationship I’ve had with the company. Service and Experience at AVA Hotel To be clear, this portion of my review is purely about the hotel itself. From the moment we arrived, things felt… off. The entrance is very underwhelming, tucked behind what looks like a drop-off zone in a commercial area. The lobby is nice but not remarkable — especially considering this is a brand-new hotel. The layout is a long, sterile corridor that feels more like a shopping mall than a resort. It’s cold, disjointed, and lacks that warm, inviting feel Legendary properties used to have. Our personal butler has made one brief appearance in two days. That may sound trivial, but service used to be one of the key highlights of Legendary stays. At AVA, the staff seemed disinterested, the energy low, and the hospitality missing. It just doesn’t feel like the Mexico I know and love — where warmth and friendliness are part of the culture. We’ve tried the Italian and Japanese restaurants. Some dishes were decent, but overall, the food has been below average — not the level you’d expect from a resort of this stature. It honestly feels like they’re still figuring things out, hiring new staff, and not yet operating at a professional level. I’ve been given wrong directions to restaurants several times, and everything feels disorganized. The pool is enormous, but it’s more of a ghost town. It’s so big and empty that it feels cold and impersonal. The smaller side pools have been the only area where we felt any kind of vacation vibe. The beach is another disappointment. Yes, I knew it wasn’t swimmable, but I still expected a beautiful setup. Instead, the area looks neglected, with just a few plastic loungers thrown out. There’s no effort to make the beachfront feel luxurious. The evening entertainment has also been lackluster. The LED show was okay, but game night was poorly executed and frankly awkward. Most guests left before it ended. Final Thoughts I’ve never written a review like this, but this experience — both with Legendary and with AVA — has pushed me to speak out. It’s frustrating to see how far the service, standards, and values have fallen. Legendary, this was your chance to show you care about your loyal members. This was my first-ever complaint in over a decade, and I was met with indifference. As for AVA Hotel, I will not be returning. The resort lacks soul, service, and the thoughtful hospitality that once defined your brand. Don’t just take my word for it — look at the social media silence. People aren’t posting about this hotel because, like us, they’re underwhelmed and disappointed. First and last time at AVA. Read less

Stayed for 4 nights at AVA Resort Cancun and definitely enjoyed it. I was at first hesitant not to be at an adults only resort but AVA is large enough with plenty of areas for children that they never bothered us. Black Iron was an outstanding restaurant and we enjoyed all of the pools. The Dez "Day Club" was not what we expected (as we thought it would be a true "Day Club" but instead it was quiet with lots of older people (apart from the one fun day when they had a DJ and violin performer which was terrific and lots of fun). We spent more time at the Aquatico Pool and enjoyed that. We did enjoy the Dez Nightclub and the overall resort amenities. Big shout out to Angel (the bellman) who was exceptional and to Victor Rodriguez our favorite server at breakfast each morning. Read less