Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
837 reviews
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Apr 14, 2025Not Perfect, but very good
Our first day at Ava Cancun was marked by discoveries. Our first room on the north side was on the first floor, very low, and also very noisy because it was next to the children's pool. The music from the pool was very loud and we changed to a room on the south side, which was also on the first floor. Since we are Legendary and Hall of Fame members, we thought we could have a room on a higher and larger floor. But that's ok. The biggest problem is the noise from the main window, which when it's windy, doesn't seal perfectly and makes a constant wind noise. They need to fix this. It disturbs our sleep and this inconvenience is quite annoying. We had dinner at the Italian restaurant Veranda and we were very well served by the friendly and cordial waiter Héctor. Very respectful and very dedicated, he offered us suggestions for dishes and drinks. His service was impeccable! Our choices of dishes were a little disappointing. I ordered Spaghetti Alla Putanesca but it didn't have anchovies, which disappointed me. That was the description of the dish. A major flaw. But it was tasty and well-made. My wife's was a Spaghetti Cacico Pepper but the sauce was a little watery and without much flavor. It was weak. A shame. It wasn't what we expected. On our second day, we used the pools, and they were very comfortable and had plenty of seating options. Very good, clean and very peaceful. The Mexican restaurant Veranda is amazing. The waiter Angel provided excellent service, with great friendliness and excellent service, who served us with great wisdom and dedication. He paid close attention to detail. The food was fantastic and very tasty. The Black Iron restaurant is very beautiful and elegant. We were very well served by the attentive and charismatic Said, who was very kind and attentive. The starters and salads I chose, which were a grilled lettuce salad and a watermelon starter with passion fruit and spice sauce, were delicious. The Steak NY and the shrimp as main courses were only good. If they were special. We expected more. Anyway, maybe the choices weren't good... Dinner at the Mediterranean restaurant was excellent, the food was very good and the desserts were delicious. The only negative point is the air conditioning, which is extremely cold, unnecessary and even uncomfortable. In fact, the entire hotel lobby, its indoor areas and restaurants are extremely cold, in a way that is extremely disproportionate and uncomfortable, since guests are wearing light clothing. Therefore, this excessive air conditioning should be urgently reviewed! But the pool, which is beautiful and spacious, also has cold water, a little above normal. I noticed several guests having difficulty enjoying the pool for this reason, so they are kept with very few people in them. It's a shame because they are super large, a huge attraction, but it's frustrating not to feel like using them because of the cold water. Be careful! We had dinner at the wonderful Asian restaurant Bao and were served by the great and attentive waiter Alejandro. Excellent service, very friendly and attentive! The food was wonderful and so was the dessert. Everything was excellent! The best so far… Chez Moi, a super sophisticated dinner with the excellent Chef Fernando Pedrasa, excellent food. Very good service by the waiter Ramon Morales. A spectacular place. The hotel as a whole is very good, with a few adjustments here and there it could be wonderful! The staff, all of them, without exception, work very hard to be friendly and attentive. They are a show in themselves. They deserve recognition for their excellent work. Our butler Plutarco also did an excellent job, with great attention and dedication. The hotel is beautiful!
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Apr 14, 2025The best resort that I've been in a while AVA Resort 10-10
The AVA Resort Cancun was top notch 100% in all areas of the resort 10-10. The people so friedly, helpfull, super clean, and organized, so big always lots of towels, and chairs by the pool. The food, bars, caffee's, ice-cream alcarts, buffets, where all top notch 10-10
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Apr 13, 2025
Great resort!
Ariel & AB were excellent, anything we needed or had questions on they had the answers! Very responsive and always checked in on us during our stay! The entire staff was great especially Arturo at Copal for breakfast, Angel and Fernando by the members pool, and the entire cocktail bar staff! Recommend trying all restaurants they are all great in their own ways, if you want to try other cuisines you wouldn’t at home! Overall, our group of 7 had a wonderful time and can’t wait to go back!
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Apr 13, 2025Looks Like Luxury, Operates Like a Mess
Disappointing Experience at a Beautiful but Poorly Run Resort We just returned from our spring break trip to AVA Resort Cancun, and unfortunately, it was the most frustrating stay we’ve ever had in Cancun. We’ve previously stayed at Hyatt Ziva (7x), Live Aqua (4x), and Grand Fiesta Americana Coral Beach—so we know what great service and a quality experience should look like. AVA didn’t come close. Yes, the resort is beautiful. Our room was nice, the food was consistently good, and the Teen Club was well-run and safe. The large lagoon pool with paddle boards, kayaks, and an inflatable obstacle course was a hit with our kids—though the limited hours for the paddle boards and kayaks were frustrating. But beyond the aesthetics, the customer service was shockingly bad. Phones went unanswered. Staff rarely followed through. We had to chase down information and re-ask for basic things that should’ve been handled the first time. It felt disorganized from top to bottom. The beach was unusable—small, dirty, and murky. Dining was a headache. You’re expected to make all your restaurant reservations for the week when you check in, but restaurants closed unexpectedly (like the Italian restaurant mid-week), and even the buffet didn’t open until 6pm. Worst of all, we were aggressively pushed into a 3.5-hour “vacation club” presentation right after check-in. We declined repeatedly, but the rep wouldn’t take no—offering credits in front of our kids. What was promised as a short breakfast meeting turned into a hard-sell pitch that left a bad taste for the rest of the trip. ⸻ Bottom line: AVA looks luxurious but lacks the hospitality, organization, and integrity you’d expect from a resort at this level.
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Apr 13, 2025Lots of Potential, disappointing delivery
Overview: The resort is presented as a large-scale property; however, its “new” designation appears misleading due to several observable maintenance and construction issues. There are clear indications of deferred maintenance and incomplete work. Exterior & Interior: Exterior: The building’s facade exhibits signs of concrete deterioration and visible rust. Interior: Guests noted stained marble hallways, unfinished wall finishes, and evidence of ceiling leaks. Room: A strong odor reminiscent of bleach or paint was detected, and there is noticeable damage at the corners of the bathroom walls. Additionally, staff members provided inconsistent information regarding the overall completion status of the property. Amenities: Pool Area: The pool is one of the property’s highlights, celebrated for both its size and design. However, during the late March period, the water was unheated, and the building’s shadow limited sunlight after 4 PM. Notably, beach access involved navigating a seaweed barrier—a challenge that was actively managed by the staff. Adults-Only Pool: This area offered a more positive and controlled environment, with exceptional service provided by a team member named Enrique, although service quality varied in other parts of the pool area. Spa: The spa stands out as a key asset, particularly due to the exemplary service provided by Jennifer and Clauda. Dining: Food Quality & Variety: Overall dining experiences were inconsistent. The MX Cafe buffet was disappointing, whereas a larger buffet option was more satisfactory. Restaurant-Specific Observations: Copal's breakfast selection was limited by a lack of protein variety. Positive experiences were reported at Livo (Greek) and Bao (Asian). The Hibachi restaurant offered an adequate experience, and the Italian restaurant was rated as mediocre. Notably, the final morning breakfast at the MX Cafe was a pleasant surprise. Despite the apparent underutilization, reservations at Black Iron were consistently unavailable throughout the stay. Service: Housekeeping: While generally friendly, housekeeping services were marked by a need for repeated reminders to restock essential items, including mini-fridge supplies. Timeshare Sales Efforts: A significant detractor was the persistent timeshare sales strategy. Despite clear indications of a lack of interest from guests, sales efforts were continuous. A session initially promised to last 90 minutes was extended to nearly three hours, and subsequent attempts were made even while guests were awaiting transportation to the airport. Overall Impression: The property possesses substantial potential for excellence; however, inconsistencies in maintenance, service, and dining detract significantly from the guest experience. While aspects such as the spa and interactions with certain staff members were commendable, the resort requires considerable improvements to meet its advertised standards. In addition, the aggressive timeshare sales approach created a notably negative atmosphere.