After a few weeks of deliberation I decided upon this hotel and having returned from two weeks of luxury, I wondered why I was a little worried having read some of the negative reviews about Azul Sensatori.
Myself and my girlfriend visited in May 2014 and I want to share our experience of this amazing hotel and the amazing staff who work there by writing as detailed and as constructive review as possible.
We arrived in Cancun airport following a long flight and were greeted by a horrendous immigration queue after a terrible flight because Thomson let us down on the Premium Club seating - make sure you complete both parts of the immigration form otherwise the officers will instruct you to complete it away from the desk after queuing for 45 minutes! Also avoid the guys in the airport claiming to be from Thomson as these are out to take money off you to help with your luggage, they do not work for Thomson whatsoever.
After a stressful trip we were ushered in to the garden lounge which overlooks the resort, given a cold towel and a glass of champagne, an aperitif followed by a very warm welcome from the Thomson Sensatori reps on site. We immediately realised we were on holiday.
We were given our safe key and room key card and instructed to the location of our room. We arrived in room 3217 in the Azul section but we were disappointed, the room had two double beds, overlooked the 'wedding section' (will discuss this later) and had a horrendous humming noise from the lift power source and smelt of damp. We checked with the concierge and they couldn't move us because the hotel was full as there was a wedding on. Not a great first impression however we raised this with the Thomson rep and we were moved to a much better room (3301) with a super king sized, super comfortable bed three days later so we made the most of a minor irritation.
The day after we arrived we went to the Thomson Sensatori briefing during which they pitched various excursions to us, we opted for Speed Boating in Cancun, Candlelit Dinner Cruise, Xel Ha and the Cancun Bar Crawl incl Coco Bongo - all were really enjoyable activities with the exception of the bar crawl which was like an episode of Boozed Up Brits Abroad! Not worth £120 as a couple unless you are young single mates travelling together.
I'll try to list all of the pros and the cons otherwise I could be writing a novel about how good this place is - we also spoke to some Thomson travel agents who were staying here to sample each of the Maya Riviera hotels, they said this hotel was the best of the lot - I agreed with them.
Staff - they work tirelessly to make your stay as pleasant as possible and they cannot do enough for you, we recommend bringing pesos for tips - they make this hotel. Special mention to Alba the pool waitress, Leyser the bell boy, Angel in Zavas swim up, Alvaro in Waves Lounge, Jesus in the Mexican, Luis the maître de in Le Clique and Katinka in the entertainment - all did an exceptional job and made for an unforgettable experience. The Thomson Sensatori reps Jenna, Agrita and Clare were also superb and went out of their way to help resolve any issues.
Spa - Amazing, we did the couples massage for $99 from Thomson which was splendid value and my girlfriend had a pedicure on our last day which she said was the best she has ever had.
Restaurants - There's a splendid choice serving gourmet food with Spoons being a buffet style restaurant. We enjoyed Zavas for breakfast and lunch. Zocalo does Mexican cuisine and is good for lunch. Tapaz is a tapas restaurant serving miniature dishes from around the world, all amazing. Sienna and Le Clique are the pick of the restaurants for dinner, however lease be aware that long trousers and closed toe shoes are required otherwise you will be turned away. Beach barbecue is also a good alternative for lunch. The food is amazing and all truly gourmet. I'd
Coffee Station - Perfect to chill out and Thomson guests get free wifi here for FaceTime Skype etc, the wifi in the hotel is expensive however.
Bars - They will mix you any drink you like, in particular Angel in Zavas swim up who will give you a cup and ask you to help yourself from the pool if you want water. Good bar tender! Pool waiters will also serve you soft drinks while you sunbathe, if you tip they will bring you drinks tirelessly. Be sure to try the Mojito Lounge which serves many different types of Mojito, we tried them all.
Beach - can't understand the moans about sea weed, the beach was stunning.
Pools - very well maintained and cleaned.
The only disappointment with this hotel was the conveyor belt of weddings which seemed endless. Puts you off marrying abroad. There was one night there were three brides on the dance floor of the Mojito lounge, takes the shine off their special day!
The weddings also caused a problem when we were evicted out of our sun loungers because the hotel wedding organisers needed to set up the wedding. Along with a couple of other Thomson guests complained to Jenna who arranged with the chief concierge for us to allow us to sunbathe in the premium section where we were not disturbed for the remainder of our stay. Well resolved!
The other slight negative were also large parties of rowdy and occasionally rude American wedding guests. We only encountered these on the last couple of days however.
All in all don't be put off by the negative reviews from some rather deluded guests on this site, anyone who used the seaweed on the beach to criticise the hotel needs to take a walk along Crosby Beach in Liverpool Bay!
Tip - The premium rooms aren't worth the extra money as there is little difference in quality to the standard rooms.
We'd definitely return to the Azul Sensatori
- Official Description (provided by the hotel):
- Featuring the renowned Gourmet Inclusive(R) concept by Karisma, the Azul Sensatori Mexico Hotel brings together spacious facilities with unlimited activities and services. Azul Sensatori Mexico is designed to allow couples, groups, wedding parties, families and friends from all generations to re-connect under the sun. The 435 spacious and luxurious suites are tastefully designed in contemporary Caribbean style with dark wood accents and canopy beds. These suites are located in four story buildings with an elevator in each building. Views are either pool, garden, ocean or ocean front. ... more less
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- Also Known As:
- Azul Sensatori Hotel, By Karisma Hotel Puerto Morelos
- Azul Sensatori By Karisma Hotel
- Azul Beach Resort Sensatori Mexico Riviera Maya