Staff was excellent (we especially loved our person Alana), resort attractive & clean. Food was enjoyable, drinks abundant. Room was pretty but basic amenities. (Only because other places we have stayed give more attention to detail). Pools are beautiful but cabanas are extra & expensive. We did pay extra our last night for lobster tails, both orders were overcooked and dried out. We decided it was not worth it to complain since it was our last night. We met many, many wonderful fellow vacationers. Overall a very good and relaxing vacation.
We got off to a bit of a rough start with this hotel but they redeemed themselves 100 fold. First off the entrance is not impressive at all and the hotel is designed completely different from the usual Cancun resorts, so that took me aback. Normally, Yucatán hotels are more open with fresh air and a view directly to the ocean and/or pool area. This is more closed in with more of a city hotel feel. The check-in—I had asked in advance if we could use a discover card for the room at the hotel. And we couldn’t so that was a bit of a scare because we had planned on using that card but it worked out by using other cards. Be aware that what the reservations tells you and what happens at the hotel is different. They put us into a garden view room, what we booked. The room was big and beautiful with a really nice big terrace that felt very private because of the landscaping. We were on the ground floor which is really convenient to getting outside and to the restaurants. The automatic curtains are hypnotizing and we didn’t value just how wonderful they were until later in the trip. The bed and linens are comfortable. There were a couple broken things in the room: the night reading lights, cold water in the shower and a drawer. I was ok with the room until the 1st morning when I woke up and there was a lot of construction going on next door. I sleep with the balcony open because air con makes me get a cold, not fun. So, that was a problem. But ok. We normally book an ocean view room because it is my favorite thing in the world to sleep to the sound of the ocean but the price difference was too big for the same room but just the view, so I figured we got what we paid for… The one thing that did piss us off was that they state that they have a pillow menu (this is important to us). But when we called to order, they had none except for one airplane pillow, literally the one that goes around the neck but in a pillowcase. Oh and every time we walked down the hallway to go outside there was room service left out. Multiple rooms with food left out, which made us a bit nervous about animals and it just wasn’t nice. On the 2nd day, they sent us an email asking for feedback and I wrote about these things. This is where the entire trip turned around. The customer service manager, Sophie, came to check on us while at the beach the 3rd day. We talked about our experience thus far and she was sincere in her desire to improve our experience. I expressed that I didn’t get the hype about the hotel. I didn’t get how there was no signage for the restaurants and how there was very little outdoor seating at the restaurants. I just didn’t get it… And she said that she wanted me to get it and she would do everything she could to make that happen. (“We’ll see” is what I thought) She very generously put us into an ocean view room. The same room overall without the broken things (except the safe was very sensitive had to hold it shut to secure it). The view was gorgeous. The plumbing made gurgling noises but it was not a problem. Magically, memory foam pillows arrived!!! Now, we were smiling. It took a day but I did get it. This hotel is not a resort. (Maybe I should have started with this) Live Aqua is designed like a boutique hotel but they have more rooms so they can’t officially be called a boutique, but still, that’s what it is. And boutiques are my favorite because of the attention to detail, because of the more intimate feel, because of the more personal interaction with the staff. For example: The toiletries are Molten Brown. The towels are big and good quality. The robes… well I wanted to steal one, they should sell them in the store downstairs. These are small things, but make the experience more welcoming. The restaurants are all gourmet. Each chef is a master. And I cook and I do the shishi restaurants throughout the world. This is a very different food experience compared to any other hotel I have stayed at in Yucatán, which is many. The first night we came upon a taco stand while walking to the restaurants through the outdoor path. And I will say I was a bit frustrated at how we didn’t even know that was there! No notice, no signage, nothing. But, as we got into the groove of the hotel, I realized, the entire outdoor area experience is designed to feel like food trucks/stands. Which I absolutely love!!! There are stands for tacos, barbecue meats, hot dogs and such, and my man’s favorite— a crepe stand. Even the seafood corner overlooking the beach—it just feels like a food stand on the beach with your feet in the sand. I literally scheduled my day out eating different things though out the day. I ate a small breakfast then at 12 had my tuna sopes (a hard flat taco with fresh tuna sashimi on top with garlic alioli, this was exquisite), then at 2ish bbq stand (not Texas bbq with the sauce, just fresh beautiful meats done by a real grill master) then between 4 to 6 crepes, and finally the tacos start at 6. There are also a couple of restaurants available for lunch—Italian, Azur and I am pretty sure the buffet is open but there was no need for that, plus it was inside seating which I don’t do on the beach if I can avoid it. Sophie introduced us to the chefs and we were offered to do chef tastings at the restaurants. If you can do this, please do. MB is more of an American nouveau restaurant with Mexican and French influences. Do not leave without trying the habanero bisque soup, divine. The Mexican restaurant is not Tex Mex, this is fine Mexican dining. I told the chef that I adore the Mexican ajís (pepper sauces) and he brought us out the most delicious ajís with these naan-like breads that melted in our mouths. Lamb shank, small quesadillas that melted in our mouths, tortilla soup that was possibly the best I’ve ever had (I am salivating thinking about it now). Hidden garden was also good, but not our favorite. Italian… I don’t like to do Italian in Mexico. In my experience I have found Italian restaurants in Mexico to be a far cry from what we can get at home. So, I normally avoid it. But, Sophie had introduced us to the chefs and they pushed us to go on our last night. I am now kind of pissed we didn’t go earlier, let’s just say that. All of the pasta was freshly made and divine. Divine I tell you. You Must have the artichoke salad, It is more of a mezze to be dipped into with bread. Sophie had introduced us to the chefs and everyone that could have an impact on our experience. And each of them were personable and invested to make our experience great. And that right there is everything. Each person gave us their whats app and would contact us to ask us where we were eating, what we wanted to eat, the chefs even shared recipes with me! (Love!!) Everyone speaks English. Our waiter at the beach told us about his experience going to and working in the US. They made us feel like friends welcoming us to their home. Now, I will talk about the beach. This is one of the best beach set ups ever. They do have bali beds available for rental, I think they cost about $65 for the day. And we had already planned to book one every day to be comfortable. But the 1st day we just wanted to get the lay of the land and then book going forward. The first line to the ocean is filled with cushioned beds for 2 with pillows and a cloth cover and umbrellas. These, in our opinion, were heaven. Bali beds are wonderful but I am sensitive to the sun and they don’t always block, but umbrellas can be shifted(!!) Sophie had introduced us to the beach/pool area manager the first day and he had offered us a bali bed, generously, but we loved these beds so much that we just stayed there for the duration of the trip. Beach service was attentive and frequent. Important to us— the ocean. The water was beautiful. The waves are jumping waves, there are some times throughout the day where the water is calmer and you can just float around, normally earlier in the day, but overall the water is a bit choppy. There is a sandbar where the water is lower, but I prefer to immerse. It is a long strip of beach so there is nothing to break the waves. One late afternoon a couple got stuck out too far and the lifeguard went in and did his thing. I like jumping waves so I was very happy. This was a concern for me because I did read in other reviews some questionable statements about the water, if you are comfortable in the ocean it is beautiful. We did one day at the pool, as I mentioned, and the service there is excellent. They come throughout the day with moist towels (keep one to clean up after eating as they have a pool menu—the wings and calamari are excellent order multiples they are small portions). The hot tub is hot. And there is a “party” pool nearer to seafood corner with louder music and a more raucous crowd. The entire team there went above and beyond to make our experience amazing. The 4th day was my husbands birthday. An entire group found us at the seafood corner (stalkers =D!) with signs (with his name written on some) and they sang happy birthday to him and we had a little party there. Can I just say how wonderful this was? At first I thought that we were special. Then I started noticing that each party had someone checking on them. We sat at the pool another day and another customer service rep came out to make sure that the group next to us would be able to dine together. They were a bigger group and that can be a challenge getting big enough tables to accommodate all of them. They brought them a selection of cakes at one point because I think one of them liked sweets. And they came out to the pool to sing happy birthday to another entirely different couple with the signs and party all over again. The elevators are slow, just fyi. The stores have very good quality items, the clothes and bags. I have to go back because there was a purse that I meant to buy but missed my opportunity. I don’t normally write such long reviews. But this hotel merits it. I would absolutely return to Live Aqua. I sincerely hope that it will be as special of an experience. Overall, the beach, the food, the quality and the customer service was excellent.…
This has been my 4th (or so) stay and service continues to be excellent. In particular these staff deserve shout outs Blanca Villegas, Aldo, Marcos and Cesar at 7 desayunos Eduardo at hidden garden and azur Mariana at Starbucks Will be back!
Had a session with Zuriel who made the experience lovely. We were celebrating an engagement and he made sure to involve the ring as much as possible! The photos were all beautiful ☺️ The whole experience was amazing and all staff were very professional!
Did not disappoint. Pool staff very attentive. The resort is clean. No complaints. Rooms/amenities deluxe and the beds comfortable comfortable. We had perfect weather, didn’t spend a lot of time at the beach, there is a seaweed situation but looks beautiful from the pool