Ava Resort Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1125 reviews

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  DO NOT VISIT THIS RESORT

  I’m writing this as a caution to anyone considering AVA Resort Cancun. I will never return—and I will be posting this review across every travel site I can. 1. Butler assigned was completely useless: They claimed they'd help us make reservations—yet did nothing. When we did manage to get restaurant reservations, it was because we handled it ourselves, not because of any help from him. 2. Forced 2‑hour timeshare pitch: We were made to sit through a pushy, two‑hour “presentation” promising spa treatments and a cabana in exchange. We got absolutely nothing—no spa appointments, no cabana, no value. 3. Non‑existent customer support: When we tried to confront someone about these broken promises, we were passed around between staff over and over. Nobody took ownership; everyone just shunted us along. 4. Excursion scheduled for 10:50 am vanished: We booked an off‑site activity in advance, but upon checking in we were told it was “not in the system” and was canceled. No heads up, no alternative offered. The manager was completely incompetent, his name is Lima. Also talked to another manager Axel who was extremely rude and kept rolling his eyes at me. Nobody can assist, all they do is congregate and speak in Spanish then look at you like you are crazy, no solutions are offered. Save your money and go to a resort where you will be treated like a paying customer.

  Aug 01, 2025
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  Service=No Good

  This was my third time staying at Ava within the first year of its opening and unfortunately, it will be my last. If I’m being honest, coming for a 3rd time was on me and I blame myself for expecting different. They simply cannot handle the volume of guests they get. Despite paying a decent amount of money per night, their restaurants are always booked. If you can’t pre-reserve your restaurant choices, why even offer them. They claim they’re full but they sit half empty! The overall service from workers isn’t great. Other than one day, service by the pool was horrible and inconsistent. It seems as if we’re a nuisance rather than appreciated for spending money their resort. BTW, this is coming from one of the most relaxed vacationers you imagine. We don’t ask for much or anything for that matter at all! The managers attempted to rectify the situation but it was mostly over promise and under deliver. Even then, I kept it respectful and appreciated the “effort.” I won’t be returning and spending my money here going forward.

  Jul 31, 2025
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  Ava resort for family

  This hotel was fantastic. The absolute best service. Our daily concierge, Israel was amazing!! He was kind, funny and helpful for my family of 4! He recommended we go on our own to Isla Mujeres. He helped us set up Uber that picked us up from lobby and return for 45$ round trip. The Ultramar ferry was easy to navigate. Israel’s friend Tristan on the island set us up with a golf cart and he made us an itinerary for the day. His family let us use their shop to go to the bathroom and change clothes. The souvenirs were reasonable and beautiful! Tristan drove us right to the ferry and helped us navigate. At the resort the food was fantastic-especially black Iron and teppanyaki. We did the escape room which was fun! The pool activities kept my kids entertained. We stayed in a F& F deck suite. For those wondering, the pullout trundle completely separated and we had 1 bed on either side of the TV space with a table between. It was a relief for them to have their own space and not bug each other. For reference my 15 yo old is 5’7” and my 13 yo is 5’5” and they fit fine. It was so dark they never woke up. My husband and I had the rest of the space to ourselves. We ordered breakfast almost every day and kids had dinner in 2 nights. Food was hot and fresh! The deck was gorgeous. The only criticism is there were no hooks or place to hang wet things. Thank god I packed my cruise items and had some of my own. This was a 10/10 trip!

  Jul 31, 2025
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  Great service!

  From the moment we arrived, the staff made us feel special and welcome. Lisandro’s warm personality, and genuine care for guests stood out every single day. Whether it was remembering our favorite drink or just checking in to make sure everything was perfect, he delivered five-star service with a smile. It’s rare to find someone so passionate and dedicated to hospitality—Lisandro made us feel like VIPs. The resort itself is beautiful, but it’s the people like Lisandro who make it worth returning to. Thank you for making our vacation so special!

  Jul 31, 2025
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  Do Not Recommend

  I wrote a lengthy and detailed review previously which was not published. In short, do not go here. The beach is unusable, the resort is in disrepair, there is a terrible odor, food options are restricted, room service is badly delayed, service is spotty, and we experienced theft while here.

  Jul 30, 2025