Live Aqua Beach Resort Cancun

The hotel is beautiful, good distribution, rooms are great but most important is their staff. Everyone is so kind, well trained for customer service and the restaurants are awesome, MB, Hidden Garden all of them. We had a couple of butlers (mayordomos) to our service, Viri and Arturo. They were always making sure everything was alright and if we needed something, just one text away and they responded in less than one minute, excellent customer service.

Edouard was amazing every morning setting us up on at the pool and on the beach in a cabana. He made us feel so welcome! He was always so happy and set the vibe for the day!

Love this place. This is our second time here and we will definitely be back. The staff is excellent. We particularly loved Edouard Weston poolside. He made sure all our needs were met!

We stayed at Live Aqua for 10 days in late October and booked the Aqua Club upgrade. The staff, including our two butlers, have been excellent. The butlers were very responsive. They checked in with us at least twice per day and quickly took care of any of our concerns. The gentleman who takes care of guests in the Aqua Lounge most evenings is nothing short of amazing. He worked incredibly hard and was also friendly, helpful and accommodating. He made a number of excellent drink suggestions which are group always appreciated. While I understand that it is difficult to predict how many guests will be using the lounge, there were many times where he needed another person to help handle the number of guests in the lounge and their requests. Even when the lounge was slammed, he was positive and friendly, and you could see how hard he was working to properly take care of every guest in the lounge. While my wife and I had no issues with our room, our other guests had a number of issues with their room including a safe that wouldn't open several times, the door to their washroom coming off of the rails, some lights not working, etc. It seemed like every day or two, they were requesting maintenance to come to their room. The food has been inconsistent. The daily chicken and rib bbq is absolutely outstanding. On the other hand, the Mexican buffet that we had on our arrival day (Thursday, October 16th) was amongst the worst food we have had in over 20 years and 25 vacations to all-inclusive resorts. We went to the MB restaurant twice and had to send three of our steaks back because they were so incredibly undercooked. We had asked for medium rare and what we got was almost raw. I also ordered the steak at the Italian restaurant, Varenna, and it had to be sent back because it was nothing close to medium-rare. My wife and I had lunch at Varenna one day, and my pizza was excellent but hers was almost inedible with it being far too oily. We had good service and experience in the Azur and Hidden Garden restaurants though the Hidden Garden restaurant needed a bit more variety in terms of the flavour profile of the dishes that are offered. Our main frustration is with how the lounge chairs, day beds, and cabanas are managed. Almost all of the cabanas have to be rented for $85 US per day, which also applies to many of the day beds around the pool. This results in there being too few loungers for guests who are not willing to pay the exorbitant daily cost for a lounger or day bed. It got even worse midway through our vacation as 12 regular loungers beside the pool have been reserved for one group of people. These are loungers that are supposed to be free and available for everyone. It is 9:15 am, and it isn't possible for a guest to find 2 loungers together beside the pool unless you pay for a cabana or day beds. I spoke to several people about this, as did several other guests, and the resorts solution was to reserve loungers for anyone who spoke to them which meant another 7 - 9 loungers were reserved each day. This approach to solving the problem missed the point of our discussion, and ended up making the problem worse for the guests of the hotel who were unwilling to pay extra for a day bed or a cabana or didn't complain. I had a good conversation with the hotel's Operation Manager about this and another issue but nothing changed while we were there. As regular travelers to Cancun (1 to 2 times per year for the last 10 years), the pool chair challenges at this resort are the worst we have ever experienced and they are directly the result of decisions by the resort to not adhere to their stated policy which, by the way, is written on a chalkboard sign as you enter the pool area in addition to being available on-line. As a resort that promotes itself as a premium resort, this is not an appropriate way to treat your guests, especially those who paid for an upgraded experience with their Acqu Club. In addition, their own website said that there is to be an exclusive beach area for Acqu Club members. I have asked at least 6 staff members around d the pool or at the beach as well as 1 of our butlers where this area is and they have all told me that there isn't one. I also brought this up with the Operations Manager, as well, and he wasn't aware of this but I will note that the website has been updated to delete any mention of this. All of this is disappointing and is having a negative impact on our enjoyment of what wasn't an inexpensive vacation.

The entire staff was amazing. Edourdo was phenomenal setting up our cabana every day. He never sat still. Food was amazing. Ernesto was our butler and constantly was checking in to see if we needed anything. Cesar anticipated needs (and wants) while serving us on the beach. The only issue that we had was a 2-1/2 hour waiting time to get our room even though we got to the resort at 2:30. We missed out on several things our first day including sunlight on the beach and our daily foot massage.