Live Aqua Beach Resort Cancun

We have selected Cancun to end up our Mexico travel and based on this, our option to stay in Live Aqua was to effectively has an experience and some days without any kind of concern. Regarding to comfort, cleaning and structure, I need to say that the hotel and facilities offers the best in class. But unfortunately, everything that was planned for this vacation was completely ruined by the difficulties in getting acess to the restaurants. This was not informed during the check-in process and the first day at night we have the surprise on how the system works. Around 7 pm we tried our first option (Siete) and the information was to wait at least 1 hour due to waiting list. Occupation at that moment in the restaurant was around 40%, several positions completely empty. So moving to the next option (Varena), situation was worst, close to 2 hours. Third option (MG), same information, between 1 to 2 hours. Considering that objective was to have an experience in any of the options that we didn´t have opportunity (we had lunch at Azur), the only alternative was to evalute with management what could be done or option would be to go to McDonalds!! This was already 8h30 pm. After talking to Mauricio, responsible for the restaurant operations, that explained the difficulties on the current process (no reservation was possible to be done as the process was based on arrival), it was possible to get a table in one of the options around 9h30 pm. In the next days, difficulties basically stay the same and we had the surprise to identify that in fact was a reservation system (that no one confirms) but only applied to premium members!!!!!! After going to a restaurant around 6 pm, to finally get a dinner experience, we were included in the waiting list and expectation was to have a table avaliable around 7 pm. After 1 hour, we returned to the restaurant and be presented with several excuses, the expectation increases to around 9 pm!!! After several questions regarding to the situation, we discovered that waiting list is not applied for premium members, so if these customers request, they are prioritized and the rest of guests are completely forgottten. Basically the hotel and this system is creating two classes of guest. The one that receives all benefits and prioritization, full service reservation and acess. The rest (second class) is completely segregated, need to wait around 3 to 4 hours in order to have an opportunity to eat, after first class was attended. It was the worst experience that I had in an "all incluse" hotel. Nothing was explained, nothing is said but discovered after several frustations and stress. Even with all support and people goodwill, specially Mauricio, the system that was created will completely destroy any possibility of good quality in service.

Pablo and Alfredo were amazing !!!! So helpful and kind, it was a great class.

This was our 8th or 9th trip here in the last 11 years. You would think standards would've dropped a little, but not here. Just gets better and better. The rooms are clean and very quiet. Beds are extremely comfortable and bathroom has high end toiletries with Molton Brown products including shave kit, sewing kit, toothbrush, mouth wash, soaps etc. They have added some new dishes to the restaurants and they are awesome. Check out the tomato soup at the Italian. some shout outs to special people starting with hotel manager Alfredo Santa Maria. I've never been to a large hotel like this where the manager comes out once or twice a week to chat with the guests. Wonderful person. The A team of chefs starting with Chef Cesar Germain (Michelin star BTW), chef Wilian Canul at MB, Chef Ernesto ( welcome back!), chef Antonio and chef Luis. All excellent and eager to please and hear your input. Our excellent poolside servers David Gomez, Aminael, Monica and Andres never let your glass go empty. Friendly, beautiful people all. Our butlers Viri and Isaias were fantastic serving our every request. Also a big thank you to pool towel bar manager Flavio. Professional, friendly and once he got your routine, anticipated your needs. The always happy Porfi with excellent burgers, hot dogs and salsa and chips. Jose is an absolute BBQ pit master. Best ribs and chicken over a wood fire. Never dry or burnt. Awesome. We will definitely try to make it back again

We have just returned from our 9th trip to Live Aqua. t is so special to have Jonathan, Graciel, Aldo, and Morelia V greet us in the Aqua Club for check in. This team makes it easy upfront to book through them. Their prompt emails and Whats Up App make it easy to communicate. It always runs smoothly when these guys are take care of your reservations. While checking in, Guillermo and Daniel hand us our favorite drinks and welcome us back home. WE are also greeted with Alex and Rudy as our butlers. The pair together, made all of our reservations and made sure daily that everything we needed was there. It was nice to meet Virgilio, the new VIP. He gave us a warm welcome as well. Flavio, Maria, and their team made sure that our Cabana was ready each day. WE also want to add our wonderful waiters and waitresses David, Caesar, and Ami at the pools and beach. You never had to ask for a drink and even some surprise drinks were made. Our dinners were prepared by the best chef's. WE appreciate each of you how you made sure that our birthdays and Anniversaries were celebrated in style. Thank you Caesar (Waiter) in Hidden Garden for making our last night one to remember. There are many more staff members that make each vacation like coming back home. Thanks to LA for another great vacation! Kent and Tammy Kaufhold

We’ve had the most amazing time at Live Aqua. Go to Azure for breakfast and sit with Mauricio. Splurge on extra for the butler with a cabana and a daily foot massage. Stefany is a phenomenal butler and will make sure you have dinner reservations every night. The resort is super easy to get around