Avani Cancun Airport

We were more than ready to leave after two nights. The airport shuttle took about 15 minutes and went smoothly. The first day's towels were worn, and one had what looked like a blood stain. Even when we hung them up, they were replaced with equally bad towels, with holes and stains. The shampoo and body wash were very watery, so we used our own. The breakfast was better than room service, which took an hour and a half after we ordered around 10 p.m., and arrived cold. After a day out in Cancun, our cards wouldn't work at the elevator, so we took the stairs, though staff discourage that. Neither card opened our room either. At the desk they reactivated them without explaining why they had stopped working. We also kept getting interrupted on the TV by other people trying to connect. The hotel wants you to cast from your phone to avoid that. Getting food was a problem. Delivery apps and restaurants said the hotel was outside their delivery zone, and there's no bus stop nearby, so we had to pay for an Uber or taxi. We ordered room service instead. The 7-11 and OXXO are on the same property as the mall, but once the mall closes you're not allowed to reach them, and we couldn't find another way in. We arrived three hours before the 3 p.m. check-in time. They wouldn't let us check in early, even though people were still checking out, but did hold our bags after we asked. We had to ask what was nearby, too. The closest option was an “outlet” mall, though the prices didn't seem like outlet prices. After eating, we came back with eight minutes until 3 and both desk workers firmly repeated that check-in was at 3. While I was waiting in the lobby, a clerk brought me documents in Spanish to sign and briefly explained them. I wasn't allowed a copy or an English version, and couldn't get a room card without signing. No one told us the restaurant, breakfast, or pool hours, mentioned the airport shuttle, or shared excursion information. They didn't explain the key card either, just gave quick directions to the room. We figured out how to get in by trial and error. After a nap I found only two bath towels and two hand towels, with no washcloths or pool towels. A different clerk downstairs was patient and helpful when I went to ask questions. I'll look closer to the airport, downtown, or the hotel zone next time. I can't say I'll stay here again.

Our delayed flight meant another night in Cancun, and Avani turned what could've been a drag into an amazing one-day vacation. Rosario and Manuel made sure we got rides from the airport to the hotel and back again the next morning. The rooms were modern, excellent, and up to date. The pool looked amazing, and there's a mall just a three-minute walk away for souvenirs and anything else you might want. Dinner was five-star because of the restaurant and bar service. Andres and the waiter, whose name I forgot, were so kind. Everything was great, and I'd make another trip to Mexico just to stay here. This is from a person who had a blast and wants people to know, not ChatGPT. Five-star hotel with ten-star service. 😀🌟

The hallways were filthy, and the room was freezing at 21°C. Our requests for help were ignored. The phone service was terrible too. After two attempts to call about making a reservation with my pet, I gave up, and nobody replied to my reservation notes asking about the pet. On the afternoon of 12/30/2025, the male “manager” at the front desk was shockingly rude and offensive to my family. See video. With three clerks working, we were curtly told to “go sit down” while the manager was harassing another female guest. In 50 years of traveling around the world, this was the rudest service I've experienced. Just shocking. ;(

At 1:37 a.m., they refused to accommodate us despite our confirmed Booking.com reservation and prior written confirmation from hotel management. The front desk said there was no availability, so our family had to find somewhere else to stay in the middle of the night. We arranged our own transport and finally checked into another hotel at 2:40 a.m. Booking.com later reimbursed the transportation costs, confirming the hotel couldn't host us. Very poor reliability, especially for an airport hotel where guests often arrive late.