Ava Resort Cancun - All Inclusive

Activities: The resort offers a wide range of activities for all ages, such as a kids club, magic shows, and golf, ensuring entertainment throughout the stay. The resort's location near the airport is convenient for travelers, despite some noise from airplanes.

Experience does not match the vision. I’m 24 hours in and always find it helpful to capture both your early experiences, as well as then revisit as you go. Let me start, when I click Average as a rating, I feel it offers a solid balance. I always look to be pragmatic and note; they’ve only been open for a year, so of course, lots of learnings to come. I’ll start with the positive; the location is good, the facilities are in line with what you’d expect at a 4 star resort. The entrance experience is a little bizarre; you’ll arrive through what feels like a trades entrance until going up a ramp into the main area - feels like bad planning, but not offensive. Check in is likely any large resort - just a lot going in and not particularly personable but that’s ok, that’s a big resort for you. It was fairly quick and efficient. We were whipped off to our room via another back entrance and no concerning issues. The hotel is very large with ample sun loungers and plenty swimming facilities. The food to taste is very good from the 3 meals we’ve had so far. (Will revisit eating in a moment). On the downside, I’ve touched on the arrival experience. Sadly our 4th bed had not been made. We waited over an hour for that to be resolved, which feels a strange welcome and talks to a lack of quality checking, imo.We are at the buffet on night one. Food is good - maybe not very well laid out but to taste, no complaints. I had heard first hand that the restaurant booking experience is woeful. As such, I make a point of emailing ahead. Sadly, the reservations requested had not been complete, as such, spent this morning trying to correct those. Unfortunately, they are woefully under resourced in this space. With young kids, being offered 9.30/10pm is laughable for options. Management/Front of House were inadequate and dismissive of the issue. If you are booking, you need to phone well ahead of arrival and get very clear confirmation they have confirmed all of your requests. I’ve no idea hour they facilitate the needs of families but it’s miles off what I’d expect in similar level resorts. It feels like an area requiring massive improvement. Service is extremely slow in general. They’re learning, so cut them some slack, but it’s a painful wait in all areas for drinks/food. Very polite but again, inadequate and falls well below expectations. Facilities are good but overall, you can’t rate somewhere above average when key areas like food and service, plus resolution fall well below expectations. It’s a shame - I think with some renewed focus, revised training and a different customer approach, it would be a decent 4 star hotel across the board. Disappointing but a good lesson learned for us in the future.

A wonderful experience!! The service is amazing! Diego and Angel at the adult pool bar kept the drinks coming! David and Damion our Butlers took care of us and went above and beyond for our stay. I highly recommend Ava!!