Live Aqua Beach Resort Cancun

I booked my room through Southwest Vacations. There was some miscommunication between the Southwest and the hotel and the more expensive room was not available when I arrived. I had to wait over an hour. The supervisor, Vigico, requires additional leadership training. He believed being low speaking amounted to customer service - he doesn't know that being problem resolution focused, implying the customer is misrepresenting about the room paid for (re: even with documented receipts), and then requiring the customer NOT him to call Southwest to rectify. ALL OF THIS to find out the room was not even available. A master class in the dynamic nature of customer service is needed (re: he thought the fact that he slow low and even toned was it - it is only one aspect of the concept called customer service. He needs immediate training. Further, the staff will smile and be kind; however, you should find another hotel because it is inefficiently ran and make zero accommodations for English only speakers, Here are several examples of what I mean. US currency is not taken at the hotel. However, the front desk does not convert US dollars to pesos for customers. I was told by front desk staff to ask wait staff if they could convert my money. I have visited Mexico several times, and the front desk always converts for its guests (re: actually US currency is taken at all gift shops). However, this hotel is not aware of standards in the field. But, I think the target population are locals. This is fine, but it should be advertised accordingly so customers can make informed decisions. I only wanted pesos for the gift store that charged $30 US dollars for a 120 ML bottle of contact solution (this is a $600 mark up). Absolutely ridiculous!!! Given the prices for the rooms, there is no need to engage in this level of foolishness. Also, I needed a fellow patron to translate my omelet order because the omelet wait staff did not speak English. She did know what eggs white were or mushrooms. There is a travel group associated with this hotel. If you are not apart of the group (re: I knew nothing about it when I booked - the group is called the ACCESS GROUP), you will not get into the restaurants/shows that are reportedly open as this is an all inclusive hotel. Every menu has items that not included in the "all inclusive" - all ways to get more money. GO SOMEWHERE ELSE THAT VALUES YOUR MONEY, YOUR EXPERIENCE, AND YOU! This place is not it AT ALL. I plan to write a review of every traveling site so all are duly warned.

Everything here has been AMAZING from the customer service to the food and activities, the cabanas just everything was great!! We will definitely be back WITH friends!

It is always a pleasure to come to this resort. This is our 4th time. Not only is the food amazing but the professionalism of the staff is top notch. Thank you to Chef Cesar, Palapa, Antonion, Mario Mendez, Cetina, Raul, Angel and Alicia for always being so attentive to our needs and making sure we are taken care off. You won’t regret coming here!

Can't say enough about this stay - my wife and I haven't had a break away trip in a while (3 kiddos keeps us busy), so we wanted "All inclusive Adult only Resort" and this hit the nail on the head. We decided to upgrade to "Live Club" and it was well worth it! We arrived early due to flight arrival, we were met by the bellman and quickly ushered to "Live Club Rep" who took us to the 5th floor check in. On the 5th floor we were greeted and offered cocktail or drink of our choice and they had full buffet of finger foods to chose from which was great since it was around 11:30.....after spending a few minutes relaxing they checked us in - they said room might take some time and we could change and enjoy the resort....upon our surprise they had a room ready and so we checked in. Happen to be a room 2 rooms from the "Live Club Host Room" we originally were worried but never heard a noise one and love the quick access at 7am to coffee and breakfast. One of the best things was the "surprise - butler service" I didn't realize it when we signed up for "Live Club" but they offer a day and night butler, whose purpose was to keep you informed and help with any reservations etc. We had Stephany and Vira - absolutely awesome ladies, they found us multiple times in the resort and made sure we had all we needed to have a great time. I actually didn't bring a pair of long pants which was needed for MB and they saw to it I had a pair for the night...worked out great!!! Again, if you can - ask for Stephany and Vira....they rock!!!! The beach was great, the pool was great, we did open seating at the beach with 2 chairs and umbrella and had access to bed - and then when we moved to pool we reserved a bed with umbrella and it was well worth it - view of the ocean and pool!!! Food was plus and minus most restaurants had some unique items and some where meh but overall super happy with cost and atmosphere!!! Overall 5 stars

Live Aqua is truly a special place. The facilities are amazing, the food is terrific and the staff and service is unbelivable. Anything we needed was taken care of perfectly. We highly recommend Live Aqua to anyone wanting a tremendous vacation.. Our butlers Eladio and Romero made it an even more special week. 10/10 score- We will return for sure