Live Aqua Beach Resort Cancun

We just came back from a five night, six day trip. Originally we hadn’t included the butler service. However, when we arrived we decided to add the Aqua Club option which included the butler service. We were so happy with our decision! Alan and Eladio were the best! They took care of everything we needed. Our air conditioning wasn’t working and they got right on it without hesitation. We never left the pool! Dinner every night was seamless because they took care of all the reservations. We just showed up, walked right in, enjoyed our great service and food each evening without any waiting or hassle. Both Alan and Eladio also took care of our cabana reservations and answered any questions throughout the day and evening that we may have had. We are definitely are planning to go back in the future. When we do, without a doubt, we will request Alan and Eladio for sure!

This resort was very clean, all the staff was accommodating and friendly. It was a nice cuisine variety,and overall a nice weekend getaway.

Amazing service here. The first day we had Andres at the swim up bar and the last day we had Jonathan at the infinity pool. Jonathan took care of a big group of us about 10 and always made sure we were good on drinks and food the whole day. Ricardo, Pablo, and Christopher Robin are amazing with the activities, we did aqua aerobics, bracelet making, and music bingo. The people here make the resort experience!

Jonathan at the pool is literally the best if you stay here find Jonathan at the pool. He will take care of you all day long while you are poolside and the pool is so much fun.

Dear Management Team, I am writing to share feedback regarding my recent stay at your property, booked through Delta Vacations. While the resort itself is beautiful and features some excellent staff, several significant service failures and maintenance issues greatly impacted our experience. We were visiting to celebrate a friend’s birthday. This occasion was explicitly noted in our Delta Vacations booking with a request for room decorations. Upon arrival, I inquired about the decorations and was assured by staff that the room would be decorated on the actual birthday. On that day, my friends and I were away on excursions all day, expecting to return to the celebration setup. Instead, we returned to an undecorated room. When I contacted the butler service to inquire, I was given the runaround. The staff claimed they never received the request and demanded email proof. Even after I provided a screenshot confirming the request, there was a noticeable lack of accountability or effort to rectify the situation. The butler service overall was subpar and did not meet the standards expected of a luxury property. Furthermore, we experienced ongoing maintenance issues in our room. The water pressure in the shower was extremely low throughout our entire stay. Additionally, the air conditioning did not function properly for the first three days. We made several formal requests regarding both issues, but they were never properly resolved. Shockingly, at no point during these multi-day inconveniences did anyone offer to switch our rooms or provide alternative accommodations to ensure our comfort. To add to our disappointment, the departure experience lacked basic hospitality. The front desk agent handling our checkout was incredibly cold, failing to thank us for staying at the resort or even ask how our stay was. On a separate note, while we understand the resort cannot control the behavior of other patrons, we were deeply disturbed to experience racial slurs directed at us by another guest while we were relaxing by the pool. Despite these serious mishaps, I do want to commend your poolside service, which was absolutely amazing. In particular, Andres was phenomenal. He was attentive, professional, and provided the high level of service we had anticipated for our entire stay. Given the combination of unfulfilled requests, poor communication from the butler team, unresolved maintenance issues, and a lack of proactive service recovery, I trust you will take this feedback seriously. I look forward to hearing how you plan to address these matters and prevent them from happening to future guests.