The but is only due to the floors in the rooms. I walk with a cane usually and for this reason, I am giving the room a 3. The slate floors get very slippery when any moisture comes into the room. Opening the patio door will do it or opening the outside door to come into the room. It was a problem with the old AC units and I see the new ones have not corrected the situation. The bathroom floor after a shower was a skating rink. If you lean on the furniture (new and very nice) it moves I found out the hard way as I ended up on my butt !! The new flat screen TV was nice and the improvements to the main lobby, etc were excellent, but the bar closed sooooooo early !!!! Glad I didn't pay the all inclusive for a bar that closed that early !! Looking forward to my next visit there but will use caution in the rooms !!

Pros: Decent location. Small, rather quiet.

Cons: Rude, unhelpful staff. Our booking specified "VIP check in", with service and a drink upon arrival. When we arrived, no one greeted us. We had to carry our bags up a full flight of stairs. When we finally got to the front desk, the person there said "Yes? Checking out?" (upon our arrival!) with a dead-pan expression. This was not due to the staff being busy, the hotel was almost completely dead. Staff never smiled, no matter how often we smiled at them, made conversation, or gave tips. When our family called from the USA to let us know the swine flu had hit Cancun (reported cases in many states from people who had been in Cancun), I called the front desk to inquire, and to let them know we would be checking out early. The manager denied the swine flu being in Cancun (even though it was clearly on CNN.COM) and went on to tell me that the media in the USA and Canada lies to the people, and that Barack Obama is nothing but a liar. He said our president has been lying on the news about the swine flu! I disagreed with him many times, but he only became more belligerent. This conversation alone made me anxious to check out. We let them know in advance when we would be leaving the hotel and requested that someone pick up our bags (there are no elevators here, many stairs). They assured us someone would be there prior to our departure to pick up our bags. No one came. We carried them up ourselves. Staff was once again rude upon check out.

Food was mediocre at best. Drink were watered down, you could barely taste any alcohol. Even though online sites boasted an a la carte restaurant, there was not one here. All meals were buffet. Much of the food appeared to have been sitting out much too long. We had ants in our room. Beds are rock hard. Bathroom shower is poorly designed, water goes all over the floor. Bad lighting, I couldn't apply make up in the bathroom, had to use natural light from the window. Only 1 of the 3 hot tubs worked. No entertainment. Always screwed up room service orders. We would specify "no meat or chicken" on orders that weren't even supposed to have meat (cesar salad, quesadilla) and they would ALWAYS come with meat all over them. The gym is ridiculous, it is a joke that they even claim to have one. The equipment is from the 80's (if not older), when I tried to run on the treadmill it started shaking and making a crazy sound. Exercise is important to us, and this tiny, unclean, run-down gym was disgusting. The air-conditioning also didn't work. There is also no beach at the Avalon Grand. No wifi, which is crazy, what hotel doesn't offer internet in this day and age??

We are not demanding travellers. My husband and I travel often and expect to be treated respectfully, and to receive what is promised to us. In our minds, service will make or break a resort stay. Service was terrible at the Avalon. A 2 star hotel at best. We will never return to the Avalon Grand Cancun. They received a "1" for service on the ratings only because we could not leave a "0".

Overall the hotel is fine, but there is something going on in the suite we stayed in because it felt like a rain forest. We know the air conditioning was working because it was cool in there, but it was so wet that the floor was slippery. When we complained they sent someone to remedy the situation, but it wasn't improved. When we asked to move it couldn't be accomodated because we were in a two bedroom. At least one other guest had this problem because he was at the front desk complaining at the same time we were. We do have to give the housekeeping staff props, though, as we left our safe key in the room and when they found it, they returned it to the front desk for safe keeping until we returned.

We went on vacation with my sister and her husband. We were treated like royalty from the moment we arrived at the airport. We prearranged transfers to and from the condo prior to leaving our home near Seattle. When we got their we were taken to our condo and by the time we were finished checking in we were already enjoying our vacation with a drink from the lobby bar. (we opted for the all-inclusive on this trip). Our room was a beautiful two-bedroom unit with a huge lanai. The lanai overlooked the infinity pool onto the beautiful carribean. The room was very spacious with 3 bathrooms and a kitchenette with a refridgerator, microwave, hotplate and coffeemaker. My sister and her husband were very impressed. The hotel is not a big fancy one with a lot of steel, concrete and glass, but is very quaint with a feel of Mexico that we were expecting when we booked.
The food was excellent! I could see how some people could get tired of the same old thing at an all-inclusive, but that is only if you are not willing to step out of your comfort zone and try a few things that are not familiar. We ate there three times a day for a week and the only reason we ate one menu item more than once was because it was something that we wanted. There is really quite a selection.
If you do choose the all-inclusive, you can also go two condos north to the avalon Bacarra and enjoy one of their fine restaurants.
The staff was fully attentive and the service was impeccable. We felt like we were the only ones there and all of the staff was there just for the sole purpose of making us happy.
The stay at Avalon Grand was really a blessing to my wife and I It made it so easy to reaquaint ourselves with family and have a quality family experience.
Jim and Ruth, Puyallup, WA