Airport Hotels, Cancun Intl. (CUN)

"Overall experience is good! But some of the staff need to improve in customer service."

"Wish the steam room was included "

"We stayed at AVA Resort Cancun and unfortunately our experience was disappointing, which is why I’m giving it 2 stars. The restaurant food quality was very poor — about 2/5. Many meals lacked flavor and consistency, which was surprising for a resort marketed as luxury. Our trip also started off difficult because our daughter had a high fever (104°F) during the first couple of days. At one point she asked for an apple, so we called room service and explained the situation. Even after telling them she was sick, it took over an hour to receive a single apple. We were also approached about attending a sales presentation to buy into the resort membership. We initially declined, but later agreed after being offered incentives like a free cabana, massages, and discounts on activities. However, the process was very pressured and involved being passed between multiple staff members for most of the morning. Even after explaining our daughter was sick and saying no several times, they kept pushing and suggested service would be better if we purchased the membership. Another concerning moment was finding a spider in a premade salad. When we told a staff member, she simply placed the salad back in the fridge without apologizing. The kids club is also limited, only allowing children 4+ and offering few options for younger kids at inconvenient times. The property is beautiful, but the service and food quality did not meet five-star expectations. Unfortunately, we would not return."

"spa was amazing"

"Resort was amazing Ivonne really helped us enjoy our vacation so much couldn’t put into words how much she helped us with during our stay and genuinely showed compassion with what we needed. "

"Toilet broke, mini bar broke, staff was rude. Dirty room. Should have taken pictures."

"We had a room on the bottom level looking over the sea ans was absolutely beautiful to sit on the porch and drink coffee in the morning. All staff are so helpful and kind."

"Staff are wonderful and friendly. "

"Clean and peaceful "