Cancun hotel guide. Iberostar hotel in Cancun, Quintana Roo

"Very good"

"If you are looking to stay somewhere a little busy, Sunrise is it. We were there end of March, lots of young people but lots of families too. Ice cream is very good. Restaurant reservations are hard to get. Expect to wait for things like drinks, etc. Sunrise resort is bigger and more crowded than Nizuc. Nizuc is quieter and smaller. There is a decent size pool at Sunrise resort for kids with a few slides. The playroom is the standout attraction. Very clean, lots to do. Also there is an arcade in the lobby area which is pretty amazing. Overall good if you like a bigger resort. Like many places, food is hit and miss. Some good, some bad. Very difficult to get beach chairs. Everyone comes out at 7am to reserve them and so if youre late good luck. Beach is very dirty with seaweed. But not big waves which is nice."

"We had a really nice stay overall, especially considering the price and what you get with the all-inclusive package. The property was clean, comfortable, and offered a great value for the experience. One thing I do want to note (because it caught me by surprise) is that while room service is technically included, there is a $15 delivery fee, per order. It’s not a dealbreaker, just something to be aware of so you can plan accordingly. What truly made our stay stand out was the exceptional staff. I want to give a special shoutout to Sheydi at the front desk, she was absolutely amazing!! From the moment we arrived, she was warm, welcoming, and incredibly personable. Her smile and positive energy made us feel instantly at ease, and she truly elevated our experience with her outstanding customer service. Thank you beautiful Sheydi. I’d also like to recognize Oswaldo at the beach bar. Even though it was one of the quieter spots, his service was impeccable. He was friendly, attentive, and went out of his way to accommodate my “special request”. That level of care did not go unnoticed, and I won’t forget it. Definitely take the time to visit his little beach bar, you’ll be glad you did! Overall, a great stay with standout service that made all the difference."

"The hotel has a lot of potential but unfortunately it managed poorly. The good: clean, amazing and polite staff, close to the airport, parking. The spa is really nice and good The bad (long list) Food - items are marked incorrectly in terms of allergies(for example, lasagna with cheese marked as vegan). Pool - there are a few large pools but not enough chairs. Many people wake up at 6am to reserve a chair Pool - there is a big pool but half of it is closed and there are inflatables but you need to make a reservation to use it. When I was there, there was no availability even though I tried every day. Also the pool is so big, it is not clear why there is only one inflatable. Pool - it is all inclusive but there are no toys such as balls or anything else for the kids to play with Restaurants - there are multiple restaurants in the hotel which are part of the all inclusive. You need to make a reservation to dine in. There was no availability for any of them during my one week stay. So the restaurants exist but unusable Activities - there was a really short list of activities (especially for kids or teenagers). The expectation was that you will drop off your kids at the kids center but it was more for toddlers. Overall, there is a lot of potential to provide nice activities but none was available. I would not return to AVA. "

"Amazing staff. Everyone went out of their way and was extremely professional and friendly. "

"Easy to get to from the airport (we rented a car). Very pleasant staff and experience all around. Our kids (12 and 10) had an excellent time. Would be nice to have sand toys available to borrow. "

"We were very disappointed with our stay due to poor service and organization. Upon arrival, no one greeted us or assisted with our luggage. At check-in, the front desk was disorganized—one employee was on his phone saying his shift had not started, and there was no clear process despite no line. In our unit, the air conditioning could not be turned off. We called for assistance, were told someone would come, but no one ever did. Dining and service were major issues. Restaurant food quality was poor, cocktails were not good except in restaurants, and cups were sometimes dirty. Poolside service was minimal, with staff rarely offering drinks or clearing empty items. The reservation system was also frustrating and unreliable. While the room was clean and breakfast was good, overall service was consistently poor. The experience was frustrating enough that we were counting the days to go home."

"Laundry was superb and hotel is located right next to subway and convenient store "

"We’ve been many times and this time it was different. It is under new management so definitely not as good… we got there around 12:30… gave our bracelets and told to come back at 2:30 to get our room. We came back and were told to stand in line to get our room, told by the staff in the lobby if I don’t like I could talk to management , so we did and he got us our room number and was told our luggage would be there in 5 minutes, 45 minutes later I come back to retrieve our luggage…we were definitely not treated as VIP for Expedia, told there was no upgrade due to capacity, which I’m fine with but was told our bracelet would get us better privileges, only to find out while we were there, there was several days that the hotel was at 50% capacity so I’m sure a upgrade could’ve been given. Asked for a certain type of drink 3 times and was denied due to my color of bracelet but was told I could go to the rooftop to get it. Complained to management again and he said he’d fix it this one time…even the excursion crews were calling it a horrible mess now. The staff seems like it’s been cut in half… 2 bartenders for the pool bar foam party… we’ve had many great experiences there but this time was SO different…Expedia check in desk closed most of the time so would have to wait at desk for any questions… even the Premier members were complaining… so if it’s your first time, it is great but we know what it has been so to us it was mediocre at best.. "