Azul Beach Resort Riviera Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 12229 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Brilliant Holiday

    Reviewed by AmyBurns93() on Jun 17, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Just Amazing! One of the best holidays me & my partner have been on, the staff cannot do enough for you. The room itself is massive and very clean the jacuzzi in the room tops it off especially after a day of sunbathing. The Resort is very well maintained by the staff here they don’t get the credit they deserve. Hats off to them!! The pool staff are the most attentive people we have ever met, especially Miguel, Fernando, Lucia, Uriel, Blanca, Anna and Alejandro. Without fail every day they are very happy and always able to assist with anything needed, We still have 9 left at this hotel but can not fault this resort or the staff. Last but not least, the food is excellent enough options for everyone. I am so fussy when it comes to food but 10/10! Will definitely be returning again next year.

    Rooms need to be updated. I wouldnt say it is a 5 star resort, But it is nice. Great employees!

    Reviewed by Coastal17589356183(Milwaukee, Wisconsin) on Jun 17, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Rooms need to be updated. I wouldnt say it is a 5 star resort, But it is nice. Great employees! Food was very good. Not 5 star gourmet though. When booking excursions, keep in mind that it seems that what you are told you will get....you may not get all those activities or length of time at each spot. Double and triple check with the person trying to sell you the tour.

    Would have been excellent if the beach wasn't unusable

    Reviewed by Connector06228395189() on Jun 17, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    The room, pools and staff were excellent. I am a beach lover and couldn't spend any time at the beach or swim in the ocean because of the seaweed problem. The concierge staff for building 2 were very friendly and helpful. Food was very good. We only tried one a la carte as our young grandchildren are very picky and buffet was a better choice with them.

    What a shambles, where to start

    Reviewed by 1hrh(Buckinghamshire, United Kingdom) on Jun 17, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    What a shambles I am writing this from my room, with two days of our holiday to go. First impressions were great, you get a cold flannel and bubbles on arrival and check in is smooth as it is TUI organised. That's where it stops. The hotel is beyond unorganised, staff are overly rude and don't help to sort problems. We had to visit tui most days to sort out numerous ongoing issues. This was for our honeymoon and we had two rooms, one for my husband and myself and one for my mum and sister. We also had our 15 month old child with us who would be going between the rooms, therefore we asked for a baby pack in both rooms prior to arrival both via the hotel directly and tui. Neither rooms had anything from the baby pack at all, no cot, no steriliser, nothing. We raised this with reception straight away and a few hours later still nothing. By this time it's late evening and we've been on the go over 24 hours and all we want to do is get a good night's sleep but with a lack of cot it isn't possible. We chased with reception again and about an hour later a cot turns up but the porter cannot get it to fit in the room. After 15 minutes and a few choice words from the porter in front of a young child the cot is in along with some huge scuff marks now up the wall where the cot has been turned upside down and back to front just to get it in the room. At the same time the second room hasn't had a cot, we chased this up again the next morning and come back that evening to find another bed in the room, no cot. I get there is a language barrier but these are basic things that are offered and that we asked for. No apologies from the staff whatsoever and no urgency to sort anything out. The friendliest staff in the hotel are the cleaners who do an absolutely superb job and we cannot fault them. Again my mum had mentioned both to tui and the hotel that it was our honeymoon so if there was anything a little special they could do it would be much appreciated, nothing. We'd have been happy with a few rose petals and some bed decoration on arrival but we had to ask for these and it doesn't really have the same effect to be perfectly honest. To top it off my mum and sister were put in the family block, with one double bed and one sofa bed, when they had booked a luxury suite not in the family block. You don't expect to pay these prices and expect to sleep on a sofa bed for 11 nights. This was on the Saturday and they were told there was no room for them to move until the Tuesday so they lived out of their suitcases until then, what a great start. The hotel reception staff said seem genuinely disinterested in any complaint or comment you have to make, they aren't willing to help as they already have your money. Money talks at this place is the conclusion I've come to. Be careful on the bridges they have no grit at the bottom and are steep, so much so I fell and twisted my ankle on one. First thing the hotel said is we have a medic on site but you'll have to pay for it, again money first. I just made do and hobbled around for a couple of days. We had a lock stop working which had to be changed by the staff, just another thing to add to the list. One afternoon everyone is relaxing by the pool and there is a good chilled atmosphere until a large group appear, chuck their belongings down and start playing music from their own speakers with swear words clearly heard, fantastic when there are young children. To top this off they start pouring champagne from their second floor balcony into friends mouths below, a little bit of respect goes a long way, they had none. I get everyone wants to have a good time, but there is a time and a place. In the end we asked for an upgrade to premium (we hadn't booked this originally as it wasn't available) TUI managed to sort this for us for the last three days. So on the first day, we go to use a bali bed, to be told you can't do that they have to be booked the day before, something else we hadn't been told. I raised this at reception to be told I told you this yesterday by the hotel staff, he hadn't. To which I was called a liar and told there was nothing that could be done, appalling customer service right there. At this point I was ready to get on a plane back home as I was done with jumping through the seemingly never ending hoops of rules that we weren't told about, nothing is straight forward at this resort. By this time I was upset about the whole thing we had spent many days trying to get issues sorted and the only people that cared the were tui and not the hotel staff, very much felt like they had your money so why should they care. TUI stepped in at this point and offered to cover the cost of our upgrade to premium due to all the ongoing issues the hotel had caused. The hotel advised that tui would need to give us cash for this as it would take 30 days for the hotel to refund the money due to approvals and other reasons. I can't thank Allanah and Hayley enough for all their support throughout our stay, unfortunately they seem to have their hands tied and very little control over what the awkward hotel staff can do. Some very rude staff we came across were Pablo in the spoon restaurant, you'd have thought I'd asked for a moon on a stick when I asked for no ice in my drink, when it arrived with ice and I mentioned I'd asked for no ice the look I got was disgusting. I then watched Pablo go and remove the ice in the corner and return my drink, safe to say I didn't drink it. Not so super Mario in the Mexican, rude and didn't want to be there. Everything was too much trouble and we felt like an inconvenience. The Mexican food is good but the service is unbelievably poor. Evening entertainment is pretty substandard to what I have seen from tui before but its OK, nothing to rave about. When we moved to our premium room the cot that arrived was basically a moses basket on wheels. I asked for a bigger one for concierge to call and ask did I not need a cot, I explained it was too small to be asked what did I want them to do about it. Seriously apply some common sense!! We had a big cot in the other block just do the same in this one. Sure enough a bigger cot suddenly arrived. On a positive note there were some members of staff who went above and beyond, Oscar and Caesar in the spoon restaurant. They entertained our little boy so well and we're so upbeat and pleasant. Louis at the beach bar was great along with Alex. The staff in le chique are awesome as is the food, cannot recommend enough. Just be prepared to queue for a table from 2pm, an hour before the lady gets there. The Italian is good once they get your order right. Room service is good but be aware it isn't 24 hours like it is advertised. Swim up bars are great and sunbeds are fine provided you get up early which wasn't a problem for us with a little one. Taxi drivers are lovely and will wait for you to finish then return you to the hotel. Highly recommend the dolphin gimme all trip, it was great and definitely cirque du soleil, it is out of this world!! Overall it seems this hotel promises a lot and doesn't deliver, I feel very missold on this and won't be returning, through the sheer lack of willingness to sort out issues when they arise and not delivering on what they promise.

    3 star at it's best (beware)

    Reviewed by HayleyH1974(Liverpool, United Kingdom) on Jun 16, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    I'm writing this sitting on the beach. I flew here with TUI. My 5th visit to Mexico. I booked this trip last year after returning from Azul Five (sister resort to sensatori). Azul five blew me away with the food, pool entertainment, attention to detail, I couldn't wait to try sensatori. This resort is sold to you as being a gourmet experience. 5 star resort. I would honestly rate it a 3 star at best. Absolutely no comparison to Azul five in food, entertainment, comfort... so disappointed. Rooms are very dated. Wardrobe doors dont shut properly, neither does the mini bar door. Very basic room. I was impressed with the balcony though. Nice, decent size seating area. Food is hit and miss. The Caribbean restaurant was awful. No menu. Told it was a set menu and we received a number of small dishes. All cold and felt like we'd been served left overs from the buffet. Bread & cheese, a piece of over Cooked dry salmon, cheese risotto, pulled pork on a crusty piece of bread. Left feeling hungry. Mexican restaurant menu was very confusion although the food was reasonable. Hot and decent flavours. Nothing to write home about. The Italian, so far has been the nicest. Again nothing amazing (as I expected, from our previous stay at Azul Five). Don't even bother with Spoons buffet, worst I've ever eaten. Cold and tasteless. Breakfast in Caribbean restaurant isnt bad. Decent choice and freshly cooked. We've ordered the lobster for tonight with is approx £40 pp and inc a bottle of wine for every 2 lobsters booked. We've also booked the steak for Tuesday evening which works out approx £35. Shame you have to pay for a decent meal at a 5 star gourmet all inclusive. Beach... I don't blame the resort for the seaweed problem. Out of their control. The guys do a fantastic job cleaning it up. Very small beach with few beds. Not really worth commenting on as it's not a functional beach. Although they have a daily bbq which isnt bad. Burgers, hotdogs, ribs etc. Pool entertainment. Rather sad. No music. Bit of water exercises & water polo. Not much atmosphere. This is where Azul five blows them out the water. They have a carnival party, music, plenty of water activities, a great team of guys and gals to keep you entertained. Drinks. Not bad. Prosecco, branded spirits. House wine isn't bad either. Evening entertainment. If you have kids dont bother coming. Restaurants and roof garden bar all close at 10pm. Nothing for you to do from then on. Unless you fancy sitting in the lobby with no music or atmosphere. The only bar open is adult only (mojito bar). Entertainment is poor really. Hoping Micheal Jackson can entertain us tonight or make us laugh. I've complained to the TUI rep. Been given a complaints ref to contact them when we're home. What's the point after the holiday. I wish I'd have my review before we booked. I'd have gone back to Azul five which really is a 5 star. Paid a lot of money to come here and I'm very disappointed.

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