Live Aqua Beach Resort Cancun

The outside staff - Jonathan in particular is outstanding. Truly went out of his way to ensure my husband and I had a good stay. He genuinely cared and listened to our feedback about our room. He took customer service to an entirely different level. He got us reservations, walked the chef over and introduced us at the pool. It was remqrkable. The only issue I have is the rooms dont get as cold as i would like. We switched rooms after upgrading due to the lack of AC just To have the same issue in the new room. I asked for a credit on the upgrade and didn’t hear back. Front desk staff vs. outside staff is night and day. The food is impeccable - Angeles in Siete made my husband’s birthday wonderful and is a fantastic server. Very sweet lady. Made good recommendations for our dinner too. If the air conditioning issue is resolved I’d come back. Jonathan needs a raise because truly even with my status with other hotels never have I been treated like such royalty. He made our poolside experience fantastic.

Edouard always a 5 out of 5. So are our butlers, Virdi and Stephanie.

Great time and great service, thanks to general staff and especially Viri and Isaias! They were the best at making sure all our needs were met, and we look forward to seeing them again next year!!

The paint class with Pablo, Alfredo,and Leon was great! Lots of fun

I had originally booked an oceanfront room, but, upon arrival, I discovered that a large tree partially obstructed the ocean view from the room. During check-in, staff informed me that several room upgrades were available and strongly encouraged me to consider one. However, after seeing the obstructed view and returning to request a different room, the staff appeared unsure how to address my concerns, and my request was ultimately denied. Additionally, the room did not appear to have been properly reset prior to my arrival, as there was leftover trash from a previous guest and an opened Diet Coke can still inside the mini refrigerator. The iron in the room was also nonfunctional, and after contacting the front desk to request a replacement, it took approximately 45 minutes for the item to be delivered. During my stay, I also used the fitness center. Unfortunately, the lighting in the gym felt extremely bright and clinical, comparable to an operating room, which distracted from the relaxing resort atmosphere I had expected. Furthermore, there appeared to be inconsistency among staff regarding gym policies. While working out, one staff member who was wearing purple scrubs rudely instructed me to turn off my personal music, despite other staff members previously indicating it was not an issue. While the food and drinks were enjoyable, the overall experience did not meet what I would consider five-star resort standards.