TripAdvisor Traveler Rating

We booked 2 nights at Azul via one of their official booking partners Agoda. The rate was very good but not unbelievable, I carried out due diligence to make sure it was legitimate, including calling the hotel to make sure they used Agoda and that suitable rooms were available. When we arrived at the hotel, the hotel said that they did not have a booking for us on their system. Despite providing a copy of the Agoda invoice and receipt for payment, evidence of the payment on my credit card statement and showing the booking within the Agoda app, hotel staff refused to honour the booking and allow entry, leaving us stranded. After contacting Agoda to confirm the booking, we understand they attempted to contact the hotel several times to confirm the booking. Staff informed us this would be futile as their reservations department was closed. Staff watched on as we attempted to resolve with Agoda but demonstrated indifference, suspicion and disinterest. Further information was sent to us by Agoda and shared but the hotel continued to refuse entry. My wife is severely disabled and a wheelchair user and we were left to sit in the lobby for two hours with little or no offers of any support or hospitality. No support was offered to provide a dignified wait. However, I was asked by staff to park our car on the road outside the hotel grounds. After two hours of attempting to resolve with Agoda, Agoda agreed to cancel as they could not contact the hotel. At this point hotel staff offered for us to rebook the rooms at much higher walk in rates than we had previously booked, almost double the cost. This was framed as a gesture of good will. We declined this less than generous offer and had no other choice but to leave and find somewhere else to stay at 8pm at night. The experience was further compounded when we complained to Karisma and the hotel. We were accused of falling for a scam, providing false documentation and told a booking had never been made. Their rushed internal investigation also reported of their generous hospitality and attempts to support and the offer of a vastly reduced rate that was different to the one actually offered. Karisma and Azul did not apologise or concede any responsibility at any point After speaking to Agoda, they reported that the hotel had breached their partner agreement and should have allowed us to stay based on the information that we provided. Agoda explained that the booking can take 24 hours to show and staff should have been aware of this. Agoda also reported that the hotel have been penalised for breaching their contract. Agoda have confirmed 100% that a booking was in place and any suggestions by the hotel that the booking was non-existent is a fabrication. Evidence has been provided to Karisma to show that the booking was real. I also understand that the hotel may have ignored legal obligations they had to support us, leaving us stranded and scrambling to find our own accommodation late at night, regardless of the fact we had our own vehicle. This was a total communication breakdown in systems between their partner and booking system but they made it our problem and left us stranded. Luckily, we were able to locate suitable alternative accommodation that met some of my wife's needs, visitors from abroad may not be so lucky.

This resort is long overdue for renovations, paint chipping, siding falling, dry rot visible on every structure and mold in some of the rooms. I stayed in a swim out in building 11 and the pool had a major leak, water was less than waist deep when we left and so many tiles were missing. The room was subpar, nothing to get excited about (no tub). Our couch fell apart. 3-4 days we didn’t get wash cloths or handtowels…never received bath mats. Also don’t look for an elevator in any building or handrails in some places. On arrival, my refrigerator was empty and the door was falling off the hing. Some staff appeared to be inconvenienced or unhappy about being at work. I will say there were a few staff that ultimately “saved” the experience and the resort(TT, Jody, Jehnoy, Tevoy, Trevor, Michael (lifeguard and grill), Tyron, Gavin, Scharnela, Shanicka, Kenetha, and Safari). Food was less than desirable on 7/8 days (Reggae day was the best). Jerk hut hours inconsistent and they ran out of chicken sometimes within the hour of opening. The grill ran out of everything but burgers (lettuce, chicken, quesadillas) and then would stop taking orders before closing. Restaurants are not able to accommodate larger groups so that they can sit together. Pool bars and lifeguards staff leave at 5. Bars stop serving drinks 15+ minutes before they close to prepare for closing. If you are looking for luxury, this is NOT the place to go. The beach is beautiful but it’s just sand and water to me. The pictures online are very nice but not a true representation of the facilities.

It's was wonderful experience doing this family session in the hotel property

To say it's a 5 star hotel, I was expecting to receive a 5 star treatment, but never the less even though the resort is in need of an upgrade, I must say the staff there is who really carries out the best part of the hotel, and my stay. Shout out to all my prestige friends, and also to my amazing friend who had us tuck in, in fine style at night Ms Kayann, I'm talking about you my dear. Thanks for taking care of us. Flames, and the entertainment crew shout to you guys. At first we were thinking that we'll never visit again, but because of you guys, we'll definitely be returning back, love you guys....

Buffet food was not appetizing. Room service is the better bet. Not a lot of activities for adults only.