Live Aqua Beach Resort Cancun

Given that I read about this place being one of the top-rated resorts, even by Forbes, I feel beyond confused after having stayed here. This place is 5-star in NOTHING. For reference points, I’ve stayed at the JW Marriott, Hyatt Zilara Riveria Maya, and a few others. So think mid-to-nice range. To give you a taste of this place and the remaining review: during our stay, the literal ceiling caved in and was falling from 40 ft up, in one of the most busy common areas. The area now has scaffolding and they’re fixing the hole, but to emphasize, this is by the downstairs bar/ where the breakfast restaurant is, and is in front of one of the primary doors to and from the pool. It gets much worse, though. From the moment we got here, I was surprised at how old-looking and run-down things were. As the trip went on, though, to say I’ve been let down is the understatement of the century. When I say dated, I mean it looks like the hotel hasn’t been updated, or even maintained, in decades - not exaggerating. This starts even before you enter the hotel with the entryway. As you walk in, the lobby is an interior design nightmare. In its center sits a square pool full of rubber ducks to serve as the grand entry? And it’s not even a pretty water feature beyond the ducks; there are mineral stains and visible dirt all over it. But don’t worry, you’ll have four staff people try to swarm you and move you quickly through the lobby so you don’t spend any time looking around. However, that is the only time during your entire trip that they will even acknowledge you - literally. I’ve never stayed at a resort where the staff members won’t speak to you when you pass them in the halls. Not just that, but getting service by the pool? Forget it. Being greeted at dinner? Nope! I would give this place a 0 in service if I could. It is quite literally the worst I’ve ever experienced, and that alone was enough to make me never want to come back. Read on if you like, but I’ll just save you the trouble - DO NOT STAY HERE. If you’re still reading, buckle up. Starting at the top: it’s not just the lobby that’s ugly, the entire grounds look like they’ve been frozen at the point of open and haven’t been touched for 20 years. The pool area is unkept and dingy, ruining the ambiance immediately. First, though, you have to figure out how to get to the pools. While there are four, the flow of this place is awful, like, physically speaking. It’s unintuitive and hard to get around. You have to walk a mile everywhere, it feels like, and even more with the entrance closure thanks to the ceiling collapse. Also, it’s a pain trying to find open pool chairs that aren’t cabanas or beds, which come at an additional cost and are always plentiful, of course. I’d say at least half of the seating would cost you extra cash to use. Same with the beach. Oh, and when you do find a chair, they are all plastic, as is all the furniture, it would seem. So not only is the place old and dingy, it’s also incredibly cheap-feeling!! Ugh, and don’t even get me started on the nasty carpet in the bar area/room thing. I digress. My next complaint is regarding the rooms. I came back from the pool to the room for a nap before dinner, went to pull back my sheets, and they were a filthy mess. I’m talking visible staining and hairs ALL OVER THE SHEETS. It made me sick. The cleaning staff had to come change all of the bedding in front of us (they were very nice about it, but I mean...). And no one from the front even cared to follow up, even after we directly reached out to our designated “concierge.” He said he “reported the incident.” Sure, whatever that means. We then had to go to the front desk ourselves. Beyond the bedding incident, the rooms are (ironically) the only redeemable part of this place. They’re a touch more modern and pretty, especially compared to the rest of this nightmare property. Not to be dramatic, but, I literally cried that this ended up being the destination of our once-a-year vacation. Next, food has been just okay at most of the places we tried. Some were better than others, but overall, nothing special. The drinks are watery and are always served in cheap plastic. The service at the pool is the absolute worst; the entire staff looks miserable to be there, or are busy entertaining themselves amongst each other. I saw someone else write a review that team members goof around with each other too much, retracting from the service, and that’s true for sure. The nicest person we encountered during our whole stay was Marco at the smoothie bar. He was so kind and fun and always had a smile on his face, the kind of service you’d expect everywhere, with how much this place costs. I think this is a Fiesta Americana Group issue. This is the second of their properties I’ve stayed at where I felt tricked by the reviews. It seems as though the hotel group only cares about money flow and reviews, and not at all about updating their grounds or investing in their clients’ experiences. Did I mention we’re loyalty members?? Run, don’t walk, away from this place.

Live Aqua is like coming home. The staff, food, and rooms are FANTASTIC! We go twice a year to relax, eat and unwind. Just a few of the people that made our trip extra special: MB Salvador MB/Varenna Susanna Azur Ariel Hostess Angelica Butler's Stefany & Arturo Pool Flavio and Damien Lobby Octavio Aqua Club Guillermo The cabanas keep the chair hogging to a minimum. Live Aqua is like a little secret I don't want to share, but I always do! If you go to MB, make sure you have the Habanero Soup. You won't be sorry!

We just returned from a 7-night stay at Live Aqua (our second visit), and we’re already planning the next. The food and drinks were excellent, the spa was relaxing, the grounds were immaculate, the rooms were fresh and spotless, and the beach… absolutely breathtaking. If you are looking for a relaxing beach vacation where you don't have to lift a finger - this is the spot. But the true reason we came back? The people. The staff at Live Aqua consistently go above and beyond to make every moment feel luxurious, effortless, and personalized. David, our beach bartender, was the heart of our trip. He didn’t just keep our drinks perfectly mixed and constantly refreshed, his warm personality and genuinely thoughtful conversations made us feel like family. By the end of the stay, he was invited to our future wedding. That’s how special he made our experience. Our concierges, Viri and Alan, were great from day one. Viri’s warm smile, attention to detail and consistent follow-through made every request effortless. Her attention to detail was commendable. Alan’s quick responses and friendly professionalism made the handoff from Viri to Alan feel seamless. At the pool counter, Damien stood out immediately. Only a couple days into our stay, he recognized us and made sure we always had our favorite cabana area reserved. Such a simple gesture that made us feel truly seen and cared for. In the Aqua Club lounge, Guillermo absolutely lived up to his legendary Trip Advisor reputation. Kind, attentive, and always one step ahead, he embodies what exceptional service looks like. And lastly, I have to rave about the team at MB. We loved the food so much (get the Habanero soup!) we went three times, each visit made even more memorable by Ivan, whose beautiful piano music set the perfect mood, and Rohibi, whose warmth and stellar service made every meal feel special. Live Aqua is incredibly fortunate to have so many outstanding individuals who take such pride in creating unforgettable experiences. We can’t wait to return and reunite with the wonderful people who now feel like friends.

Live Aqua Cancun is a 5-star resort for a reason: it exceeds your expectations every day. My wife and I just retuned from a spectacular week there and we're looking forward to returning very soon. Unlike other resorts where there is limited staff interaction, Live Aqua staff went out of their way to make our stay exceptional. They included Fernando, Ricardo and Marco at Siete, where they prepare the best breakfasts imaginable. Marco is passionate about his smoothies. All restaurants serve gourmet fare. A highlight was mb where we celebrated my wife's birthday. Thanks to Susana, the manager, Carlos our waiter, William our chef and Frida our delightful hostess. Live Aqua is recognized for its exceptional food, because of the exceptional chefs who I was fortunate to photograph on our last day there. Muchas gracias.

Made a reservation on the hotel's website for a king suite, only to arrive and be told they were sold out and not available, was put in a small queen room. They basically just said sorry that it wasn't available. Also, trying to eat at any of their restaurants for dinner was a 1 hour minimum wait, so several times we had to leave the resort to eat somewhere else at our expense, we did not try the steakhouse, (not included in the all inclusive package) - long waits and very pricy.