Live Aqua Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17985 reviews

• 

  Amazing!

  Edouard was amazing every morning setting us up on at the pool and on the beach in a cabana. He made us feel so welcome! He was always so happy and set the vibe for the day!

  Dec 12, 2025
• 

  Wonderful 5 days!

  Love this place. This is our second time here and we will definitely be back. The staff is excellent. We particularly loved Edouard Weston poolside. He made sure all our needs were met!

  Dec 12, 2025
• 

  An Inconsistent and, At Times, Frustrating Experience

  We stayed at Live Aqua for 10 days in late October and booked the Aqua Club upgrade. The staff, including our two butlers, have been excellent. The butlers were very responsive. They checked in with us at least twice per day and quickly took care of any of our concerns. The gentleman who takes care of guests in the Aqua Lounge most evenings is nothing short of amazing. He worked incredibly hard and was also friendly, helpful and accommodating. He made a number of excellent drink suggestions which are group always appreciated. While I understand that it is difficult to predict how many guests will be using the lounge, there were many times where he needed another person to help handle the number of guests in the lounge and their requests. Even when the lounge was slammed, he was positive and friendly, and you could see how hard he was working to properly take care of every guest in the lounge. While my wife and I had no issues with our room, our other guests had a number of issues with their room including a safe that wouldn't open several times, the door to their washroom coming off of the rails, some lights not working, etc. It seemed like every day or two, they were requesting maintenance to come to their room. The food has been inconsistent. The daily chicken and rib bbq is absolutely outstanding. On the other hand, the Mexican buffet that we had on our arrival day (Thursday, October 16th) was amongst the worst food we have had in over 20 years and 25 vacations to all-inclusive resorts. We went to the MB restaurant twice and had to send three of our steaks back because they were so incredibly undercooked. We had asked for medium rare and what we got was almost raw. I also ordered the steak at the Italian restaurant, Varenna, and it had to be sent back because it was nothing close to medium-rare. My wife and I had lunch at Varenna one day, and my pizza was excellent but hers was almost inedible with it being far too oily. We had good service and experience in the Azur and Hidden Garden restaurants though the Hidden Garden restaurant needed a bit more variety in terms of the flavour profile of the dishes that are offered. Our main frustration is with how the lounge chairs, day beds, and cabanas are managed. Almost all of the cabanas have to be rented for $85 US per day, which also applies to many of the day beds around the pool. This results in there being too few loungers for guests who are not willing to pay the exorbitant daily cost for a lounger or day bed. It got even worse midway through our vacation as 12 regular loungers beside the pool have been reserved for one group of people. These are loungers that are supposed to be free and available for everyone. It is 9:15 am, and it isn't possible for a guest to find 2 loungers together beside the pool unless you pay for a cabana or day beds. I spoke to several people about this, as did several other guests, and the resorts solution was to reserve loungers for anyone who spoke to them which meant another 7 - 9 loungers were reserved each day. This approach to solving the problem missed the point of our discussion, and ended up making the problem worse for the guests of the hotel who were unwilling to pay extra for a day bed or a cabana or didn't complain. I had a good conversation with the hotel's Operation Manager about this and another issue but nothing changed while we were there. As regular travelers to Cancun (1 to 2 times per year for the last 10 years), the pool chair challenges at this resort are the worst we have ever experienced and they are directly the result of decisions by the resort to not adhere to their stated policy which, by the way, is written on a chalkboard sign as you enter the pool area in addition to being available on-line. As a resort that promotes itself as a premium resort, this is not an appropriate way to treat your guests, especially those who paid for an upgraded experience with their Acqu Club. In addition, their own website said that there is to be an exclusive beach area for Acqu Club members. I have asked at least 6 staff members around d the pool or at the beach as well as 1 of our butlers where this area is and they have all told me that there isn't one. I also brought this up with the Operations Manager, as well, and he wasn't aware of this but I will note that the website has been updated to delete any mention of this. All of this is disappointing and is having a negative impact on our enjoyment of what wasn't an inexpensive vacation.

  Dec 12, 2025
• 

  Simply amazing

  The entire staff was amazing. Edourdo was phenomenal setting up our cabana every day. He never sat still. Food was amazing. Ernesto was our butler and constantly was checking in to see if we needed anything. Cesar anticipated needs (and wants) while serving us on the beach. The only issue that we had was a 2-1/2 hour waiting time to get our room even though we got to the resort at 2:30. We missed out on several things our first day including sunlight on the beach and our daily foot massage.

  Dec 12, 2025
• 

  Absolutely phenomenal experience!!

  My spouse and I literally NEVER leave reviews because we’ve never had an experience that felt just so fantastic that we felt moved to tell complete strangers on the internet about it! To say Live Aqua was a phenomenal experience would be an understatement. The room was comfortable, beautifully appointed, and cleaned to perfection twice daily. The food was spectacular (special shoutout to the Habanero Soup, the Mushroom Soup, and the steak at MB; and another shoutout to Marco at the Siete smoothie bar for always remembering us, his giant smile, and making the best customized smoothies we’ve ever had.). The service EVERYWHERE, from housekeeping, the towel service staff, the servers, and bartenders was attentive, quick, and always met with a smile and a willingness to fulfill every ask or question. But two things truly made this trip, and Live Aqua itself, a complete STANDOUT compared to any other resort (hell, HOTEL for that matter!) and that was our butlers and the entertainment staff. First: our butlers. Eladio and Isaias. From the moment we checked it (legit - they were THERE at check in). They introduced who they were and set up a group chat through WhatsApp. They were available ALL DAY, EVERYDAY, tending to every question, need, assistance, you name it. They helped us book the cabanas in the exact “quiet and shady” location we wanted each day. They helped to arrange a romantic evening with a drawn bath, chocolate covered strawberries, and champagne (this is beyond the complimentary one we received the first night). And when we didn’t finish the champagne and requested more ice so it didn’t go bad? They were there to respond to our request for more, asking us when we needed it and brought it PERSONALLY to our room. They helped us to arrange every dinner reservation even when we changed our minds. Helping us to make sure we got clothes pressed for our evening if we wanted/needed it. They helped us to arrange a special spa day and even helped us figure out when our car (booked through a 3rd party) would pick us up to go to the airport and how to book the lounge at the Cancun airport. To say we felt taken care of is a doesn’t do it justice. They did their “jobs”, but so much more than that! We truly felt that they cared about us as PEOPLE and how we were doing and how they could help. We literally hugged both of them several times with tears in our eyes thanking them for making our trip so incredibly enjoyable. We lastly want to call out the entertainment staff, especially Ricky and Ludin. We did multiple activities…bingo, water aerobics, bracelet making, and archery. And these two entertainers were by far the best. They were hilarious and entertaining of course (duh, it’s their job), but they both brought their HEARTS into it and made you feel like part of their family. Their classes were so well done, professional, and entertaining, but beyond that, they got to know the guests. And when they saw us outside of a class they came up and talked to us - asked us about life, our families, etc. Ricky even stopped by to help my spouse and I during the bracelet making class (he wasn’t teaching it), but just to HELP and to say hi…like a good friend would. They both made sure to see us and give us giant hugs before we left. I feel like we went to Live Aqua to get away from our chaotic life and to relax and have fun - and we did. But we left with so much more than just a tan and good memories. We left with an impression of an amazing resort and truly wonderful human beings that we’re both eternally grateful for. We cannot wait to go back <3

  Dec 11, 2025