Boulevard Kukulcan12.5 km, 77500 Cancún, Mexico
#27 of 208 hotels in Cancún
Guests' ChoiceBased on 231 hotel reviews
8.7Cleanliness
9.2
Comfort
9.3
Location
9.3
Facilities
8.9
Staff
9.1
Value for money
8.2
Free WiFi
8.8
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End of dialog contentReviewed: 26 June 2024
Sunny
United StatesSome staff servers by the pool were arrogant. Some older waiters in buffet dining area were not very pleasant and were arrogant and rude. Some of the desert items were served old and were stale. Some staff need retraining in customer service for a 5 star hotel presentation.
The place was presentable and enjoyable. Location was great. They kept it very clean. The beach area was cleaned and maintained adequately.
Stayed in June 2024
Reviewed: 24 June 2024
Ida
MexicoRooms and general areas. I stayed at Live Aqua San Miguel which had nicer rooms and overall more classy, expected same standard in Cancun branch
Location - opposite Luxury Mall & not too far from the airport All inclusive services Pool and pool services
Stayed in June 2024
Reviewed: 13 June 2024
Malchan
United StatesNothing
Very close to the airport, shopping mall across the street, food was excellent, staff were as awesome and the pool and amenities were great.
Stayed in June 2024
Reviewed: 9 June 2024
Timothy
United StatesBeach had lots of seaweed
Food was great
Stayed in June 2024
Reviewed: 5 June 2024
Erin
United StatesThere was a small hiccup when we arrived and one time during our stay. The battery from the door was low and it wouldn’t let us in with our bracelets. Frustrating at first but the staff was quick to address the issue.
The staff was very friendly and welcoming. The food was phenomenal for an all inclusive. Drinks were great as well. Room was very pretty and the view for the ocean front was breath taking.
Stayed in June 2024
Reviewed: 4 June 2024
Jordan
United StatesProperty was a little dated. Needs an update!
Staff were wonderful!!
Stayed in June 2024
Reviewed: 30 May 2024
Satow
United StatesIt can get confusing with how the elevators are set up but you’ll figure it out
One of my favorite hotels in Cancun. Safe and friendly Room service is amazing
Stayed in May 2024
Reviewed: 19 April 2024
Stuart
United KingdomNothing.
Attention to detail by the staff was fantastic. The food outstanding.
Stayed in April 2024
Reviewed: 5 April 2024
Arti
United StatesMost disappointing part of the experience was lack of an airport shuttle. The "Resort Facilities" section on the Booking.com property page mentions 'Shuttle Service (Additional Charge)' implying that a shuttle service is available with extra charge. So I reached out via the Booking.com 'Contact the Property' a day before my flight and on the day of the flight requesting a shuttle but no one responded. I tried contacting Booking.com customer service but didn't get a response. I managed to reach the 'Concierge service' from Live Aqua via WhatsApp and they explained via chat that they can give me a phone number where I can get rates and book shuttle services - this was while I was already en-route, so I couldn't call while I was on a flight. We ended up arriving at the Cancun airport having to listen to timeshare pitches right in the airport premises and haggle with the various shuttles quoting us between $85-$110 for shared vs private taxi insisting that these were "standard rates", and finally landing at $60. We booked an airport transfer via the Activities desk going back to the airport for the same rate, but again, this was done via the Activities desk (negotiable, varying rates) and not from the Concierge/Reception (standard rate/amenity). I definitely saw a few other hotel chains' shuttles at the airport, so this is being done, just not by Live Aqua. For a resort with such an amazing experience in-resort, this just feels like a missing part of the offering and a sour note in what was otherwise an amazing experience. • The cabana policy was a bit confusing and not well explained.
Staff was above and beyond the best part of our stay - all staff were incredibly helpful, super responsive to our requests for vegetarian options and very quick with service. • Restaurant options in the all inclusive had a good variety and included Asian, Seafood, Mexican, Italian, Mediterranean and we had a great time sampling all the food. The food was beautifully presented and very tasty and I appreciated the fusion-themed dishes. Most of the restaurants had a limited vegetarian menu but the servers/chef were open to modifying existing dishes to accommodate my family's preferences. • Pools and beach were clean and well-maintained, and plenty of servers around to order drinks etc. • This might be standard at other resorts, but the wearable bracelet key made it so easy to just walk about the property without having to carry anything, and with everything included, no need to carry wallets either
Stayed in April 2024
Reviewed: 1 April 2024
John
United StatesWe could have used more information on what was available to us in terms of the all inclusive amenities, and letting us know what the daily itinerary of activities on the property was. We wanted more opportunities for late night activities too.
The location was wonderful and the beach was beautiful. The food was never disappointing, just don't expect anything next-level. The Aqua suite and butler service really made us feel pampered and luxurious.
Stayed in March 2024
Reviewed: 13 March 2024
Lenka
Czech RepublicEverything was superb. The greatest value of the hotel is the excellent stuff. Our special big thanks to: José - waiter who was always smiling, shining and joking, Bernardo - who did the best martini's and was always kind, Rodolfo - restaurant manager with a highest level of profesionality and perfect service, Dorcas - young smiling lady who welcomed us at the breakfast, Ana - concierge always ready to help, Miquel - perfect waiter, always nice and profesional, Marco and Ricky - a fantastic team who entertained us every day. Big thank also to others, who we did not see, but theire service was great - cleaning ladies, cooks, gardeners etc.
Stayed in March 2024
Reviewed: 9 February 2024
Daniela
United StatesI would have hoped for better dance-y music next to the pool. Or at least a certain area of the pool have a good DJ.
The location was great. The staff by the beach were awesome and the evening entertaining was a bonus.
Stayed in February 2024
Reviewed: 9 February 2024
Yaneth
United StatesNone
Very clean
Stayed in February 2024
Reviewed: 6 February 2024
Yaneth
United StatesVey clean and organized
Everything best customer service, best food!!!
Stayed in February 2024
Reviewed: 2 February 2024
Stephanie
MexicoThe view of the room. I think the description was misleading and even though you could see a part of the see, our balcony was to the street side and to part where all the machinery of the hotel works, so it was noisy to be in the balcony, not pleasant at all. If you had explained this by pictures and details I would have paid more for a better view. But the description was completely misleading and when we got to the room felt very disappointed.
That it was adults only. Everything was clean, organized, everybody was very polite, both the staff and other clients. The room Was amazing except for the view :(
Stayed in January 2024
Reviewed: 16 January 2024
Francisco
United StatesCrowded Hard to find a place around the pool or the beach
Stayed in January 2024
Reviewed: 13 January 2024
Larry
United StatesOnly down-side (and it’s a small one): opening the sliding doors onto our patio created a howling wind tunnel, so we mostly kept the doors closed. The restaurants were good, not great, but good. The breakfast buffet was particularly good.
Clean, comfortable, great location. Spectacular beach. Very friendly staff.
Stayed in January 2024
Reviewed: 2 January 2024
Courtney
United StatesI liked everything
Food was amazing. Room was really clean. Staff was so nice
Stayed in October 2023
Reviewed: 17 December 2023
Qasim
United StatesService and Staff exceeded our expectation. Each and everyone went out of their way to make sure we had a great time. We are definately coming bact to this resort and recommend who wants to have exceptional experience. Qasim and Nasim Gillani
Stayed in November 2023
Reviewed: 17 December 2023
Denis
South AfricaThe facilities and staff are amazing. Our butlers Roberto and Kenya were available 24/7. The team is friendly helpful and inviting always pushing for you to have a great time. Food is good but can maybe improved a little.
Stayed in December 2023
Reviewed: 16 December 2023
Kishen
South AfricaI love everything about Live Aqua and the Staff were super friendly a shout out to "Marco" the juice bar king for all the incredible smoothies and for taking the time to connect with guests in a professional and friendly manner.
Stayed in December 2023
Reviewed: 11 December 2023
Demarcasa
United StatesBooking.com did not offer free transport back to the airport. I would have preferred this as a perk so that I wouldn't have to worry about it.
The food was delcious and the staff were super accomodating and the spa was realxing. The entertainment was fun and the drinks were delcious. The hotel staff were amazing! I would return back in a second. The beds were comforatable and the staff made me feel like family, and it was the perfect get away in a stylish and classy enviornment. The beaches were clean and the water southed the soul. This was my first trip to Mexico and I will one day return.
Stayed in November 2023
Reviewed: 8 December 2023
Noura
Saudi ArabiaOver crowded in swimming pool afternoon, the coffee tastes is not that good as Mexico coffee.
Location, facilities, nice staff. Most restaurants are included with reservations. Beautiful beaches and swimming pools.
Stayed in November 2023
Reviewed: 26 November 2023
Liber
United StatesNothing that I didn't like but it would be good to have a little map of the location.
The food, facilities, attention, and kindness of the hotel staff.
Stayed in November 2023
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