TripAdvisor Traveler Rating

I recently stayed at this hotel after hearing great recommendations from friends. Unfortunately, my experience did not quite live up to the expectations. The biggest disappointment was the reception staff. Upon arrival, Michelle and another gentleman whose name started with “J” were quite rude and unfriendly, which made for a very cold and unwelcoming start to the stay. First impressions matter, and sadly this one set the tone in a negative way. That said, I want to give special recognition to Ricardo at reception — he was extremely friendly and helpful. Kudos to him for standing out with such a positive attitude. The housekeeping service was excellent. The housekeeper (I believe her name was Jahara) did an amazing job and even made a cute whale out of the towels, which was a lovely touch. The buffet waitstaff were wonderful — very friendly and attentive, always making sure everything was in order. The waiters at the pool/snack area were also fantastic and welcoming. However, the quality of the food at both the buffet and the snack bar was disappointing. Unfortunately, it did not meet expectations. While there were definitely some outstanding staff members, the negative initial experience with reception and the poor food quality make me unsure if I would return. I truly hope the hotel takes this feedback into consideration, as there is clearly potential for a much better overall guest experience.

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 back. 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 for 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 safety. 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 have 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.