AVA Resort Cancun

Steve Warlick

Ava opened in June of 2024 and we spent 1 week there, the first week in December. The resort has lots of potential, but understand it is still "currently under construction" 24/7. The general staff (everyday service worker) are great and really try their best to please you. Of course, some are more helpful than others, but overall, most are very passionate and want to help. Fit and finish are not the priority at this time. Construction is occurring daily and I wasn't really sure who was in charge of each project. Watching the workers was sometimes funny. It seemed like they did have a complete understanding of the task they were trying to complete. Even staff working at the resort commented that the workers were not really qualified "in their opinion" to do some of the work. My biggest concern was the lack of activities, to be 100% honest. If you're looking to sit by the pool, eat and drink for 10 hours, you'll have a great time. If you want to shop, explore, participate in activities in the pool or ocean, or jump on a shuttle to go somewhere....this is not your place. One you can't walk anywhere, other than a short distance along the beach. A ride out of the resort will cost you a lot of cash. There are no shows, no piano bars, no sport bars with live sports day and night, no ocean toys. If it rains..wow are you locked up inside with nothing to do. Again, the resort needs a few more years to get on it's feet, so don't get upset if you think it's a 10 out of 10 right now.

la sirenita

I just left the resort after a much anticipated stay and to say I’m disappointed is an understatement. I’ve stayed at many of the Hard Rock Resorts and this was the newest hotel they added to their chain. First it’s not completed it’s lacking so much. The boast of all these restaurants but none are open past 10. The coffee bar is open until exactly 11am you’re on your own. Most restaurants require a reservation for dinner and well there is no buffet for dinner so if you didn’t reserve anything I hope you’re not hungry you only have a limited room service menu. The wait staff is friendly and helpful and the food was good at the restaurant. The spa is not luxurious it looks like just plain dark tunnels everywhere you go. Very little decor my massage was great but definitely not a spa experience . I highly advise you don’t waste your money here. It lacks entertainment as well. I attached a picture of there spa The tequila was terrible I ended up buying a bottle so I wouldn’t have to drink the nasty stuff they were serving.

Jenna Grodecki

I’ve only given them 4 stars because the resort isn’t entirely finished yet, but you can tell they’re working hard on finishing touches everyday. I’d say in the next 6-12 months this place is going to be top notch. Every server or bartender we had was incredibly wonderful and went above and beyond. They had a bit of a struggle with pool service, but I’m willing to bet they’re still in the works of getting fully staffed in that area. Overall, the resort was a wonderful experience - so much to do, so much delicious food and beautiful decor. I can only hope we find a chance to go back in the future.

JT Anand

**Ava Resorts Management** I am writing to share feedback on my recent stay at your resort from December 5 to December 9, 2024, when my wife and I attended a wedding. Unfortunately, our experience fell short of our expectations due to several customer service and accommodations issues. Here is a summary of the challenges we encountered during our stay: 1. **Air Conditioning Issues**: The air conditioning unit in our room did not function properly. Despite multiple requests for assistance, we received no follow-up action to resolve the matter. 2. **Noise Disturbance**: Our room, located on the south side near the 150s, was adjacent to a late-night party venue. The volume of the music, particularly the bass, was noticeable until nearly 2 AM, and the front desk staff's response was minimal. Not to mention the ongoing construction noise in the morning. You are at a resort to sleep in, not in the city to hear construction 3. **Delayed Room Service**: Any requests for room service, whether for coffee or towels, took approximately an hour to fulfill. 4. **Shower Temperature Fluctuations**: The shower water temperature was inconsistent, with abrupt changes to extremely hot water, posing a risk of burns. We often adjusted the setting to the cold position to avoid discomfort. 5. **Room Service Order Confusion**: After placing a room service order with an estimated delivery time of 15 minutes, we waited 30 minutes without an update. Upon inquiring, we were informed of a kitchen issue that left us without food, and we did not receive any proactive communication regarding this. 6. **Breakfast Card Issues**: We only received a breakfast order card on our first day. No cards were provided for the subsequent days, and the orders we received were incorrect despite clearly specified preferences. 7. **Towel Request Mismanagement**: After requesting wash towels, we were informed they would arrive in 15 minutes. However, they did not arrive in time for us to leave for the wedding event. Additionally, housekeeping entered our room and left towels despite our "Do Not Disturb" notice. 8. **Health Concerns**: I became ill after dining at the resort. This illness prevented me from fully participating in the wedding ceremony and reception. Following our return to the States, I had to visit the emergency department for treatment. I hope this feedback can help address the areas of concern at your resort. Given the multiple issues we faced, we would like to request a full refund for our stay. Thank you for your attention to these matters.

Joseph Halpin

Beautiful hotel!!! Service was decent. The problem was the quality of the food and wait times. I guess you can put it up to growing pains since it is a new establishment. Unfortunately I will not be returning to this resort. There are resorts that are maybe not as "new and shiny" but service was spot on and the food was excellent. This is just my personal opinion maybe others have had a better experience. After all how can I complain about vacationing in Cancun??!! Just reading your response (AVA) and if you want to give us a deal or upgrade some sort of "extras" I would definitely give you another opportunity.