TripAdvisor Traveler Rating

Worst hotel experience ever. Alina was not helpful whatsoever. All belongings were stolen. With ragged left inside the kids luggage. Not acclimation. Can’t wait to leave Won’t come ba...ck. Don’t go in Wort worst worst worst worst worst worst worst worst worst

My husband and I have been to this resort 9 times since 2015. It is just one of our favorite resorts to visit. There are a few changes that we miss from years ago, but it is definitely not a deal breaker f...or us. The resort is clean, and the view from the room and infinity pool is breathtaking. We also love going into Ixtapa to some of our favorite restaurants for dinners when we do not have an a la carte reservation. We also love the people that work at this resort! It is nice to see people that we know each time we return. We have some names of employees that were so great, but really they all need recognition! Pool bars- Juan, Luis, Isidoro, Carlos, Saul Mexican restaurant-Francisco, Miguel Buffet- Margarito, Adi We had a problem in early February with missing our connecting flight to Ixtapa. The resort helped us work with WestJet to get our trip rebooked for March. We will definitely be back for visit #10 next year!!!!!!

The place is very nice the workers are very welcoming along with strangers most of the time they said “good night” and “good morning” and it can be really mood lifting. They have high security ensuring saf...ety. They clean any time they can to keep this place clean

We have been visiting Azul since before the Grande was built and now stay at the Grande. Since Covid and the loss of the contracts with the Canadians, we noticed a decrease in services in many places. We h...ave been waiting patiently for this to recover post-covid. However, it has been 4 years now, but the quality of the food continues to decrease and the food preparation is hit-or-miss, particularly in the specialty restaurants where a rare steak is barely gray on the outside (instead of seared brown) and raw/cold on the inside. Food taste including fresh fruits and vegetables is down as well due to poorer qualities of purchased foods. Beach towels are worn. The servers are almost all great people and some service numbers seem to be building back up. There is little entertainment with none in the cafeteria (grande) and only karaoke in the bar. I hope these trends can be reversed before our next visit.

Booked with lady called Venus, Gave price and then added more for Christmas and New Years dinner, sounded OK. Let her know we were arriving arround 8 PM ,Christmas Eve. When arrived dealt with what appear...ed to be new guy and someone overseeing. Made a point of letting them know I paid extra for Christmas dinner and New Years. They looked at each other steangely. Let them know we were tired and hungry, they went out of there way to direct me and my girlfriend to the buffet.Next day found out Christmas Dinner was on Christmas Eve, it was going on while we checked in!!!! Found out next day asked to see manager, UNBELIEVABLY rude. Called ma a liar, said it was my choice to go to buffet and when I asked for refund for dinner told me they had NO REFUNDS policy. Tottally refusing to compensate us. This man has no business dealing with public, let alone customers. Cleaning toilets should be above him. Emailed Venus , no response, whatsoever. Later asked to stay one more night and Venus overcharged me. Photo is of vulgar manager. Our only saving grace, was a young lady in reservations, she was fantastic and turned our trip around. Nearly all staff were awsome. with the exception of these employees, who destroyed 2 days of our trip and clearly did not care .