TripAdvisor Traveler Rating

Didn't actually go to this hotel as they l couldn't fulfill my daughter's wedding package. there was on going maintenance to buffet restaurant which we were told about 4 days before we were due to fly and there would be pop up buffet restaurants in other restaurants were one was supposed to be semi private for our wedding group obviously we were not happy with situation also a week before we were do to go it got dropped from a platinum hotel to a normal hotel we paid platinum prices so decided this wasn't what was sold to us. I'm fighting with the hotel on last bit of refund owing to us . Surely you couldn't fulfill what you advertised I should be refunded in full !!! Do not book a wedding package with this hotel utter nightmare!!! This are what I'm not getting refunded for what a joke they are standard for most weddings meaning reusable lol Mhayhoe

It was the best holiday I’ve had! The hotel was gorgeous, me and my boyfriend thought it was beautiful. The facilities were amazing and the pools were incredible. The food was delicious and the staff were SO lovely. They made us feel so welcome the whole time we were there and they were so lovely with helping us with the hurricane Beryl. The entertainment was so good and the ABBA tribute were excellent! The room was beautiful and cleaned every day to a high standard. The drinks made by the staff were lovely and the on site restaurants were beautiful and had a lovely menu. 10/10 holiday and the hotel made booking trips and excursions very easy with friendly and helpful staff. Would recommend it to anyone. So glad we chose to come there, wish we were still there!

Many things to consider if you want to be at this property. First of, we got a room in the third floor, but the elevator did not work. The service was not what we are used to in Cancun. If you want to have a beautiful beach to enjoy your vacations, forget it! The beach here is pretty bad and instead of sand you end up swimming in mud. If you have kids, the activities are almost inexistent, plus the fact that hotel staff does not know what they are and where they are. If you want to get dry with the sun after a day in the pool, this is the property. There were no towels, we went to get some in the morning and only two of the six days we could get them, in the afternoon there were none, so we could not change it. At the teens club the ac was not working. Pretty bad property Food was good though.

Positives - loads of sunbeds - bar staff and restaurant staff are really friendly and helpful Negatives - very rude, obnoxious front of house (Veronica & Oscar in particular) - Patricia at front of house, pretending to be a manager…..in fact she’s not. Jean is. Bunch of liars. Veronica so rude but to laugh at paying guests behind their back in Spanish (I speak it so understood!) - original room - no working shower, very dated room, mirror had wear and tear all through it (black marks), wardrobe doors hanging off, cupboard doors hanging off, room felt very used and dirty - room 2 that we were going to move too…it was checked by housekeeping prior to us getting there. I opened the door and it was flooded….not sure how that was checked but refused to stay in a flooded room - room 3 - they moved us to a premium trim in block 1. I checked the room over and it all looked good, shower worked. Took all luggage there, unpacked, then went to find your bloody toilet didn’t flush. Called maintenance and a guy came up 30mins later. After about 10 mins, he said all done and left….i went to check and of course it didn’t work!!! He hadn’t fixed it. So again I called and they sent Raquel. She fixed it with a new part. - then 3 days later toilet broke again! - food was average. They love to ration the amount of tortillas and salsa you get at the Mexican. On one night, there were 5 of us and they gave 4 tortilla crisps! - numerous times at the spoon, I saw chefs, taking food from the buffet with their hand and eating it - pizza pizza was great as were the staff there - we preferred breakfast at zavos (more relaxed vibe) To be honest, it says 5 star hotel, I’d say more 3 star. We visited some 5 stars in Cancun when we were there. Azul is way below par. If I were you, I’d change hotel. Don’t stay here.

Azul is a huge scam!!!! Do not give them your money!!!! Husband and I came here with three other couples we had not seen in a long time. I have never spent so much money on a hotel room in my life ($400 per night) and never felt so abused and ripped off. Where to start: 1) Valeria- the receptionist from hell. The day of arrival we went to the front desk. took our names and told us our room wasn't ready, that check-in wasn't until 3pm and to come back then. When we told her it was already 3:30, she just repeated that the room wasn't ready and to come back later. And then went back to scrolling on her phone. No apologies, no 'sorry for your inconvenience, no estimate of when it would be ready. Every single couple had some kind of issue with her. She was so awful, she became a bit of a running joke while we were there. 2) The rooms. The AC in our room didn't work. After one sweltering night, we spent half the day trying to get someone to come fix the AC or to switch rooms. Were told three times by different people that the problem would be resolved. My husband finally called AmEx travel department, through whom we had made the reservation. Went back to the front desk and magically the attitude changed. We were finally given another room. The mini-fridge in the second room didn't work, which meant all the drinks were warm. The mini-fridge in our friends's room didn't work either. There was no hot water. We had to take lukewarm showers. The beds were hard and there were no spare blankets. We were just sleeping under sheets. Again, this is a $400/night hotel room. 3) Each building was supposed to have a concierge. No one EVER answered the phone the entire time we were there. 4) Service- In general I've found Mexicans to be warm, friendly and kind. Not here. While some of the workers were nice, the overall mood was sullen and rude. And my husband and I are really nice people. On top of that, we both speak Spanish. I mean, come on- How hard is it to smile and say hello when a guest greets you in the morning? 5) Ruta Maya excursions. First red flag- there are NO prices on any of their brochures or signs. Which means they are going to try to scam you. One of the other couples booked an all-day private excursion (mini-van, driver, guide and entrance to Tulum ruins, a cenote, and turtle snorkeling). When they told me the price they had negotiated with Alphonso ($500 per couple), I almost died because I've traveled in Mexico a lot and know how much things should cost. Nevertheless, hubby and I went along with it to be good sports. However, before we paid I spoke to Alphonso (the scumbag con artist owner) and asked him twice to confirm that the price we were quoted covered everything, including taxes and the $25 'conservation fee'. He assured us TWICE that it did. Well (Surprise! Surprise!) the first thing our guide did when we got in the van was ask us to pony up another $25 each for the conservation fee. Also, I should note that when the van arrived to pick us up, the guide informed us that the AC had just stopped working five minutes ago.' Mind you- temps were already in the high 80s and it was only 9am. We informed him that this was NOT acceptable and insisted on another vehicle. 6) The beach was about 5 feet wide and the water is kind of nasty. The second morning, our friend took a photo of a crocodile cruising along the shore. 7) The resort is extremely isolated. You can't walk anywhere and are at the mercy of the resort if you want to book a taxi.