Avani Cancun Airport in Cancun

Refused accommodation at 1:37 AM despite a confirmed Booking.com reservation and prior written confirmation from hotel management.

Front desk stated there was no availability. Our family had to self-relocate late at night, eventually checking into another hotel at 2:40 AM after arranging transportation ourselves.

Booking.com later reimbursed our transportation costs, confirming the hotel was unable to host us.

Very poor operational reliability, especially for an airport hotel where guests often arrive late at night.

1st we arrived 3 hours before 3p check in. They would not do early check in, they still had lines of people checking out. However, they did hold our luggage. We had to request this. We also had to ask for what was nearby to waste time at. We walked to the nearest thing- an "outlet" mall. Prices are not outlet prices, FYI. After eating we returned. Now it is 8 min to 3p and we get a firm "check in is at 3p" from both front desk workers.

I sat down to wait in the lobby. A few minutes later one clerk brings me documents in Spanish to sign. She briefly explained what they were and was notvallowed a copy or a version in English. I could not obtain a room card without signing. They gave no info on the hotel such as times for restaurant, breakfast, pool, etc or even that a shuttle to the airport is available. No excursion info, nothing. They did not explain how the key card works and gave fast instructions to our room.

After trial & error we got into the room. After a nap, I noticed only 2 bath towels & 2 hand towels. No wash cloth or pool towels. I went downstairs to get my questions answered. There was a different clerk who was very patient with me and helpful!

Now don't try to go to the 7-11 or OXXO after the mall closes bc they are in the same property and you are not allowed. The is no other way to them that we could find. Every meal delivery app and restaurant stated this hotel is out of the delivery zone. There is no bus that comes by. You will have to spend money on an Uber or taxi. This led us to have to order room service. This room 1.5 hrs to get our food, from ordering at about 10p, and then it was cold. Breakfast was better.

After a day out in Cancun, we boarded the elevator but our cards were not working. So we took the stairs, which they discourage. We got to our room and neither key card worked. I went back to the lobby and they reactivated them with no explanation as to why they were deactivated to begin with.

Others constantly interrupted our TV trying to connect. To prevent this, they want you to xast from your phone...

The towels from day one were worn and one had what appeared to be a blood stain on it. Though or towels were hung, they replaced them with equally terrible towels with holes and stains. The provided shampoo and body wash were very thin and we disliked them, rewashing with our own products.

After 2 nights we were more than excited to leave. The shuttle took about 15min yo get to the airport and had no issues. I can't say I'll ever stay here again. Look closer to the airport, downtown, or the hotelzone.

WARNING: Shockingly rude and offensive front desk service from the male “manager” to my family on 12/30/2025 afternoon. See video. We were rudely and curtly told to “go sit down “ when 3 front desk clerks were on staff and the male manager was harassing another female guest. The rudest service in 50 years of travel around the world. Just shocking. ;(

The hallways were filthy- see photos.

The room was freezing to 21c and our asks to get help were ignored.

Terrible phone service. After 2 attempts to call for reservation information with my pet, gave up trying. No response to reservation notes requesting pet information.