Ratings based on 3,960 Verified Reviews

4.6 out of 5
94% of guests recommend
4.8 Room cleanliness
4.7 Service & staff
4.7 Room comfort
4.7 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler from Wilmington De

August 2017

Posted Aug 19, 2017
The hotel was absolutely beautiful. We had a ocean front room that had great views. The room was really nice with a great shower and deep tub. The beaches were nice and clean. This hotel doesn't have a lot of pool activities and night life but we were ok with that because we came to relax. The food was good but we were expecting authentic Mexican which this def wasn't. Room service food was amazing. Overall we had a lovely time and would go back.
5 out of 5
Recommended
for Couples
by A verified traveler from Los Angeles

Beautiful Hotel on the BEACH!

Posted Aug 17, 2017
Pros: We love the STAFF! The pool is amazing you can enjoy the pool water with having the view of the ocean. The ocean is down one flight of stairs!
Cons: The buffet food could improve but all other restaurants at hotel are amazing ! The pool water is on the warm side - it was very hot in Cancun !
Location: This is a relaxing adult hotel - not for partying! But about 2 miles away you can go to all the party places such as Mandala night club. So much fun!
My mother and I went on a spontaneous trip for her birthday and we had so much fun! The hotel is absolutely gorgeous ! The staff are the most kind hearted people I have ever met. They do everything in their power to make sure you are having a wonderful time and to make sure you are enjoying yourself! The all-inclusive food and drink was also very good! The best thing to do is to take shots of tequila so you do not need to consume so many sugary drinks ;) Overall, we had the most wonderful expereince here and I will definitely tell all my friends and family to check it out! Thank you so MUCH !
Comment from Hotel Management
Aug 18, 2017 by Alfredo Santamaría General Manager , Hotel Management
Thank you for speaking so highly of our service and the quality of experience we offer to our guests, we are completely honored to receive such a positive feedback and read that your Mother - Daughter getaway was enjoyable and exceeded your expectations. It was a pleasure to make your stay so memorable, as we always try to impress our guests with the service, food choices and serenity of the environment. Thank you so much for your kind words and recommendations for future travelers, we are looking forward to the opportunity to welcoming you back soon. Sincerely, Alfredo Santamaría General Manager
4 out of 5
Recommended
for Couples
by A verified traveler from Orange County

HONEYMOON SHANT AND LEN

Posted Aug 17, 2017
Pros: Pool and Beach
Cons: The music by the pool was a bit boring...
Location: Isla mall
The AQUA was a beautiful facility. It felt very spa like from the minute we walked in. The food was pretty good but of course like many all inclusive resorts the alcohol was pretty weak. We came for our honeymoon and felt the resort was nice. The pool the ocean was gorgeous! The only downfall for us was that we felt it was a bit to quiet for us. We are in our late thirties and would have liked s little more energy and lively music by the pool but other than that is was PERFECT!!! Thank You Lina and Shant
Comment from Hotel Management
Aug 18, 2017 by Alfredo Santamaria General Manager , Hotel Management
Thank you so much for sharing your wonderful review and recommendations. Given that our Spa Concept focuses on offering the most relaxing and serene ambiance for our guests to disconnect, we stray from the regular nightly entertainment offered in other resorts, however, should our guests feel like taking advantage of Cancun's spectacular nightlife, our entertainment staff sells tickets to the best night clubs in town. Thank you once again for your comments, we would be delighted to be considered once again should you decide to visit the beautiful beaches of Cancun. Alfredo Santamaria General Manager
5 out of 5
Recommended
for Couples
by A verified traveler from Scottsdale, AZ

Clean and incredibly relaxing resort on the beach

Posted Aug 17, 2017
Live Aqua was incredible - probably the nicest all-inclusive I've stayed at thus far. I would definitely recommend it! It is so relaxing - if you're looking for a place to rage and drown in the pool to techno music, this is definitely not the hotel for you. The staff was courteous, friendly and welcoming. The entire hotel smells like a spa. Our room was perfect for what we needed it for - sleeping in. GORGEOUS ocean view, nothing is better than opening up those blinds in the morning to that view! FOOD - the food was what I expected it to be for being an all inclusive resort. The breakfast is amazing, everything you can imagine including make your own omelettes, smoothies and breakfast tacos, etc. Anything you order from the hotel (at the restaurants or room service) that is Mexican food is fantastic. I would stay away from the pizza, the mediterranean restaurant was kind of gross. Everything else though was great. Service at the pool is GREAT. Stop by the spa for a massage - so relaxing! The location to the bars is great as well - not too close to all the action but only a 5-10 min cab depending on traffic. I can't wait to come back and stay again. It was beautiful! It's also adults only - FANTASTIC. No screaming kids or craziness and splashing in the pool, etc.
Comment from Hotel Management
Aug 18, 2017 by Alfredo Santamaria General Manager , Hotel Management
I appreciate the time you have taken to review your experience. We take great pride in our Concept, which allows for a serene and relaxing atmosphere for our guests, and I am delighted to know that you found our ambiance the perfect setting for a peaceful getaway. I am sure your comments and recommendations will be of great use to our fellow readers, when researching the best option for their next getaway. We would be honored to have you back in the future. Sincerely, Alfredo Santamaria General Manager
5 out of 5
Recommended
for Couples
by A verified traveler from Iowa

Beautiful Hotel with Great Beach!

Posted Aug 17, 2017
Pros: Pretty much everything is exceptional. Great service and friendly staff. Very clean and they constantly make improvements.
Cons: More umbrellas around the pool area. Go to the pool before 10am and you will find one.
Location: Great location! Mall right across the street with security. Ferry to Isla Mujeres is minutes away. Lots of local excursions.
As soon as you walk through the door the aromatherapy makes you feel like the resort is one giant spa. The friendliness and overall service of ALL of the staff make this place a fan favorite and you will want to come back. The pool & oceanside waiters and bartenders are among the best and after the first day they make you feel like you've known them for years. I honestly kept looking for areas that they can improve on and it is very difficult to find any. They do end towel service near the pools at 7 or 8pm but any staff will gladly find you towels (even the towels are exceptional)! Great restaurant selections and no reservations needed. Don't skip MB restaurant - some of the best food and service that I have ever experienced. The beach is cleaned every day and it is beautiful. Maybe they could have more umbrellas in the pool area, We would gladly go to that resort again and I think that it would be difficult to find a place that gives you that service unless you had a private butler.
Comment from Hotel Management
Aug 18, 2017 by Alfredo Santamaria General Manager , Hotel Management
I truly appreciate that you took a few moments to express your complete satisfaction on all aspects of your vacation. We have certainly been striving to achieve complete harmony in all aspects of our guests vacacion, from the initial greeting upon arrival, dining experiences, and all the way to the smiles that greet you through every step. So I thank you once again for choosing us to be your hosts, I sincerely hope you give us the opportunity to greet you once again in the near future. Alfredo Santamaria General Manager
3 out of 5
Recommended
for Everyone
by A verified traveler from Oakland

Nice hotel but don't buy the tour in here

Posted Aug 17, 2017
Pros: ocean view room, pools, nice staffs, relax, and the view.
Cons: keep all the restaurants clean. should have more choice in breakfast and make sure travel agent give right information to customers.
Location: Shopping mall, take around 30-45mins to get to downtown cancun if you take bus
The hotel staffs are nice and friendly. It is worth it if you pay extra for Beautiful ocean view room. Everything is good except one of the restaurant name seven and the travels agent in the hotel. On my last day, I ate breakfast at seven restaurant and I found 1 moving cockroach on my table. I called the server over, they just took that cockroach away. The second thing that I want to mention is the travel agent He is a LIAR, never believe on him. I bought 2 tours which are Xplor and Xcarlet. He told me only 1 meal include in Xplor. And, I could eat as many time as I can in Xcarlet but only 1 beer is included. I reconfirm with him after I paid, my sister heard too. , Actually, Xcaret's tour also includes 1 meal and 1 beer only, and we have to stay until 10:00pm. Unfortunately We didn't bring much money or either card with us because we didn't want to lose it. Come out we are very hungry to stay there until 10:00 pm. , I paid $30 more expensive Compare to the price at downtown Cancun. Hotel should keep track on travel agent that they give the right information to their customers.
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Aug 15, 2017
Wonderful. Make sure to book Andrik the photographer. His booth is in the gift shop/deli area and he is amazing and passionate about what he does!
Comment from Hotel Management
Aug 16, 2017 by Alfredo Santamaria General Manager , Hotel Management
Thank you so much for your wonderful comments, which reflect a fantastic experience. We hope for the opportunity of being your hosts once again in the future, and exceeding your expectations once more. Warm regards, Alfredo Santamaria General Manager
3 out of 5
by A verified traveler from Chicago

A bit disappointing

Posted Aug 13, 2017
Pros: The hospitality of the staff and food was excellent!  There's quite a variety of food choices, and a few of the on-site restaurants had 4 course meals
Cons: We had 2 rooms, both had issues; fridge door wouldnt close, shower door leaked, outlet broke, towel hanger fell off, asked staff 3 times for blankets.
Location: Most attractions and excursions required taxis or shuttles (1.5+ hours for travel). There was a high-end mall across the street to shop.
It looked beautiful with a contemporary feel, but every level had a strong smell since they use scented oils. You don't notice as much after a couple of days, but my wife did not like it at all. There were also problems with the rooms which you can read in another section. They have 50+" Samsung TVs, but most channels are in Spanish, and the limited English channels that work are HBO and have Spanish subtitles that we couldn't figure out how to shut off.   TV service is not in HD, I don't think is was even 720p, so if you like your entertainment you'll be hugely disappointed. The "Welcome Kit" consists of meeting a hostess and having them suggest you spend 90 minutes listening to a "time share" points club program they offer, hoping to get you to join. You'll get a free 50 minute massage for listening without having to buy into anything which is nice, but they do try to sell you on the Fiesta Americana Vacation Club.  They will offer you room upgrades and a bunch of free stuff such as additional points, romantic dinners, cabanas, etc. to sell you on it. We signed up, but then decided to cancel a couple of days later. Trying to get our initial payment back was impossible, it has been a week since I tried to cancel and they haven't refunded my money, nor had someone reply to my emails. I'm going to go through my bank to start a dispute. Just a fair warning.
Comment from Hotel Management
Aug 16, 2017 by Alfredo Santamaria General Manager , Hotel Management
Thank you for taking the time to share your experience in all sites, following your recent visit to Live Aqua. I have read with much interest your varied comments and would like to offer our sincere apologies for the areas where you experienced inconveniences and where you felt disappointed. We take these issues very seriously, pinpoiting the areas we can improve to mantain the high standards that our guests are used to receiving. We hope that this visit will not deter you from returning in the future, we would be honored to be your hosts once again and revert your previous unfavorable experience. Sincerely, Alfredo Santamaria General Manager
4 out of 5
by A verified traveler

aggressive sales people

Posted Aug 13, 2017
Pros: turtle rescue is amazing
Cons: STOP the SALES pitch
Hotel is clean. Food is good. Staff is nice. There are not enough seats by the pool, so get up early if you want a chair. They charge 70 dollars for a cabana, and they have a ton of those, mostly empty. I say get rid of some of them and give the rest of us a place to sit. My biggest complaint is they aggressively try to get you to go to a time share-like breakfast or lunch and they offer a free massage or something. We hadn't even gotten to our room and they talked us into this, even after I explained we only had three nights. They are very good about telling you about their children and nice chit-chat to guilt you into saying yes. I DO NOT WANT to be bugged when I first get into a hotel to be bugged by a sales person. Drinks are strong and the fish taco's rock. I would not go here again, I would save a little more money and go back to the Viceroy in Playa, There is non of this sales crap happening there. Just pure relaxation.
Comment from Hotel Management
Aug 16, 2017 by Alfredo Santamaria General Manager , Hotel Management
I wish to thank you for sharing your feedback regarding all aspects of your visit, where the wonderful experience of the turtle release made such an impression. I would also like to address your feedback regarding our Vacation Club representatives, as this does not represent the way we handle our service and I deeply apologize. I will be taking immediate action in order to guarantee that each staff member lives our philosophy in their daily activities, guaranteeing our guests complete satisfaction. Regarding the cabanas, these are an included perk for the Suites, and are available for rent for all our guests in general. Hopefully you will give us a chance to be your hosts once again and reverting your current impression, let us know if you decide to return, we would be happy to assist you. Alfredo Santamaria General Manager
3 out of 5
by A verified traveler

Great staff. Subpar restaurants. No entertainment

Posted Aug 13, 2017
Nice resort, but not worth the price. We had stayed at much cheaper resorts that were nicer than this
Comment from Hotel Management
Aug 14, 2017 by Alfredo Santamaría General Manager , Hotel Management
Thank you for taking the time to share your review. I regret you weren't pleased with your stay, and that the resort didn't live up to your expectations. Every feedback we receive is very valuable for us as it is our most reliable source to locate areas we have to work at in order to meet our guests expectations. Although we find that the vast majority of our guests love the unique personality and ambiance that Live Aqua Cancun has to offer, inside and out, we agree that perfection can only be achieved by every day efforts and improvement. Hopefully you will give us an opportunity to host you in the future. Regards, Alfredo Santamaría General Manager