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“Amazing hotel, would go back!”

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Azul Beach Resort Sensatori Mexico
Ranked #7 of 25 Hotels in Puerto Morelos
GreenLeadersSilver level
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
“Amazing hotel, would go back!”
Reviewed 5 June 2014 via mobile

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.

Pros:

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.

Cons:

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



Stayed May 2014, travelled as a couple
Helpful?
5 Thank JCS1878
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alvaro P, Director de Relaciones con Clientes at Azul Beach Resort Sensatori Mexico, responded to this review, 10 June 2014
Dear JCS1878

It is indeed a pleasure to receive such a nice and detailed review highlighting our facilities, services and most of all, our unique gourmet inclusive concept that distinguish Karisma Hotels among the others in the Mayan Riviera.
Thanks for your kind words for our staff professionalism and kindness; Your comments have been heartily welcomed in our team, all them very grateful for your mention.

It is also great to hear how you enjoyed a relaxing time at Vassa Spa and Le Chique Restaurant as a unique experience.
Thanks for choosing Azul Sensatori Hotel by Karisma as your host in your visit to Mexico, we hope so to have back very soon.

Warmest Regards

Alvaro Pérez Luna
aperez@azulsensatori.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Middlesbrough
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 5 June 2014

Just returned from 2 outstanding weeks in this hotel, the staff work so hard and the service is fantastic, special mention to darvin in the pool bar who looked after our party of 22 every day.

The Food is unbelievable plenty of choice we particularly enjoyed le chique, tapas and the Italian.

Hotel is very clean rooms cleaned every day, pools cleaned every day with the guys even snorkelling in the water to ensure its 100% clean!!!

The hotel has a doctor which is great as I had to take my 1 year old daughter to see him as she had an eye infection, they have medication on site and the infection went within a couple of days (premium to pay to see the doctor 120 dollars of course but you can claim back on travel insurance)

My sister got married here which was fantastic luckily enough she got a nice sunny day for it, unfortunately the last two days it rained all day and the weddings had to be inside which didn't look as good as the weddings outside on the beach.

Will definitely return to the hotel, miss it already

Room Tip: They all look good!
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  • Stayed May 2014, travelled with family
    • Value
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Helpful?
1 Thank FFFFFFFFFFFFFF
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alvaro P, Director de Relaciones con Clientes at Azul Beach Resort Sensatori Mexico, responded to this review, 11 June 2014
Dear FFFFFFFFFFFFF

HOLA! Let me see if I counted wright 13 "F"
Many thanks for your review, We are very happy to know that we, here at Azul Sensatori Hotel México,by Karisma we were able to provide you with an excellent vacation experience.
We are glad you enjoyed our Gourmet Inclusive meals in the all the 6 different themed restaurants ranging from Italian to Caribbean , Traditional Mexican to Modern authors cuisine at our exclusive restaurant Le Chique.
It was a true pleasure to be your hosts of this holiday and we all hope that you will not leave it too long before you chose to visit us again.

Warmest regards

Alvaro Pérez Luna
aperez@azulsensatori.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Cancun, Mexico
Level Contributor
30 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 57 helpful votes
Reviewed 5 June 2014

Azul Sensatori
I booked the Azul Sensatori to celebrate our 14th wedding anniversary. I had never been to the resort but us being from Cancun and being so close to Puerto Morelos I decided to go ahead and book.
All I can say is that I would recommend it and I would definitely go back any time. Since the moment we arrived to the front desk I got the sensation that our stay was going to be one of a kind and it really was. Thank you for the wonderful upgrade we received for our anniversary it definitely made our celebration very special.
The variety of the restaurants was fantastic and I was totally impressed with “Le Chique” it was a great culinary escapade a menu of 14 courses that truly defy gastronomy. I highly recommend it.

The rooms are nice and spacious with everything you need to feel at home away from home. One of the things that impressed me the most is that one morning I was walking by the pool bar and there was an inspector from the same resort verifying that everything was up to the standards of the resort. And WOW that tells me a lot of the commitment they have with their guests.
I do not have kids but if you do have, this would be a great place to spend with the small ones.

Once again thank you Azul Sensatori for making my anniversary special and also thank you for a great service = )

  • Stayed May 2014, travelled as a couple
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    • Sleep Quality
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Helpful?
Thank chiquichango
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alvaro P, Director de Relaciones con Clientes at Azul Beach Resort Sensatori Mexico, responded to this review, 9 June 2014
Google Translation
Estimado Sr. Chiquichango

Primero que nada muchas gracias por su detallado comentario,y por habernos escogido entre tantos hotels de la Riviera Maya para celebrar su aniversario.
Nos alegra saber que estamos haciendo una buena labor atendiendo a nuestros turismo Nacional.
Agradecemos inmensamente la calificacion de excelente y los halagos hacia nuestra comida y el personal; estamos muy felices de haber excedido vuestras expectativas, que es nuestro objetivo primordial.
Que ustedes se muestren tan satisfechos con su experiencia nos hace sentir muy orgullosos de nuestro hotel y el personal que hace que todo esto sea possible .Sería un honor el poder darle la bienvenida una vez más para otras vacaciones inolvidables en esta su casa Azul Sensatori Hotel, by Karisma.

Sinceramente

Alvaro Pérez Luna
aperez@azulsensatori.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Stafford, United Kingdom
Level Contributor
13 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 5 June 2014

Bit late but here goes - nice rooms, but a bit plain really. Had a sea view, but all that meant was on top floor so could see over the palms. Booked two room for hubby and I, and for two teenage daughters, but not put next door to one another! Service good, especially from the pool bat under the Caribbean restaurant. Food all very good, but would be nice if they let you know what the theme was going to be in Spoons each evening. The grounds were stunning, but the beach was not as white and sea not at blue as the pictures imply - sand nice, but hard to walk in to sea due to it hurting your feet. A good hotel if you like the whole Sensatori experience, but a bit quiet for my liking.

Room Tip: If you want a swim up, go for adults section - very shady in the other blocks, including premium.
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  • Stayed October 2013, travelled with family
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Helpful?
1 Thank AMC-SC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alvaro P, Director de Relaciones con Clientes at Azul Beach Resort Sensatori Mexico, responded to this review, 12 June 2014
Dear AMC-SC

Thank you for your recent review of your holiday experience We have carefully considered all comments made, we will use it constructively to improve the Sensatori and our Gourmet Inclusive experience.
On behalf of Azul Sensatori Hotel, we'd like to thank you for posting your feedback.

Sincerely

Alvaro Pérez Luna
aperez@azulsensatori.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
West Des Moines, Iowa
Level Contributor
9 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 5 June 2014

IF you have any food allergies, be careful. My daughter is allergic to many spices so it was important that food be very plain...now the challenge is to get that definition of "plain" to be transferred to a waitstaff that may have a completely different understanding of what "plain" really means! There is a language barrier but you can possibly work thru it. Now they will ask you, up front, if you have any food allergies, but it is just hard to get it executed properly. Now I would suggest that you eat the buffet at Spoon which has a wonderful breakfast buffet and lunch! You can order your eggs, omelets and watch them cook it to make sure they don't add anything you don't want on the serving. Now portions are very small at the dinner settings, but you can always get more, I guess. I can't think of the Italian restaurant's name but the service was very slow, however I feel the server had waaay too many tables to handle! He was fighting a loosing battle all night! We had a group of 10 and it was a struggle. The portions were small and then it was accentuated by these massive dishes/plates that they served the 3-4oz portions on! These dishes should have been used in a family style setting for mashed potatoes and pork chops! Trying to rate food is difficult as my tastes should not effect the next person who may love the flavor,etc. I would rate the food, aside from the breakfast buffet, as "poor to average". Overall assessment....language barrier can affect your experience IF you have special needs, portions at dinner settings are very small, spices are on everything, be patient. Overall the staff was very friendly and they tried hard to accomidate us. "A" for effort.

  • Stayed May 2014, travelled with friends
    • Value
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Review collected in partnership with this hotel

Helpful?
Thank pedalmetal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alvaro P, Director de Relaciones con Clientes at Azul Beach Resort Sensatori Mexico, responded to this review, 12 June 2014
Dear Pedalmetal

We have carefully considered all comments made. We are very sorry that you did not enjoy in full our Gourmet Inclusive Concept. We take pride in the fact that our cuisine is produced by star chefs trained at some of the finest Michelin and Zagat rated restaurants around the world. Only the best ingredients are used and we continue to strive for excellence.

I hope that you will provide us with the opportunity to host your holiday once again so that you can experience first-hand the improvements that you helped us to achieve.

Best Regards

Alvaro Pérez Luna
aperez@azulsensatori.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, England, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 5 June 2014

Enjoyed my honeymoon here. Mix of relaxing and romantic. Beach was nice and clean. The staff at the resort are very friendly and will go out of their way for you. Even the evening shows entertain and there is a lot to do in and around the resort.

Room Tip: Premium section was nice as there is the option to be away from the crazy busy pools...but everywher...
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  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sahir B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alvaro P, Director de Relaciones con Clientes at Azul Beach Resort Sensatori Mexico, responded to this review, 12 June 2014
Dear Sahir B


Thank you for your review of your stay at the Azul Sensatori, We are happy to hear that you experienced great service.It was a true pleasure to be part of this important event in your life. Once again a Heartfelt congratulations to you both and we all hope that you will visit us again for your anniversary.

Truly

Alvaro Pérez Luna
aperez@azulsensatoricom
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Liverpool, United Kingdom
2 reviews
Reviewed 5 June 2014

This is the best hotel i have ever stayed in. Staff treat u like royalty, so friendly. We got married here on 29/05 could not have wished for anything more, from the wedding coordinator to the staff at the spa, especially Tony - he was absoloutely fabulous. The entertainment staff are also amazing, so friendly never push anything in ur face, and work so hard to ensure everyone has a great time, especially Jorge from entertainment was excellent, his body & mind clases were wonderful. All in all truly mágical sensational hotel, staff and food. We will definitely be coming back here next year for our anniversary x

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Tracy L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alvaro P, Director de Relaciones con Clientes at Azul Beach Resort Sensatori Mexico, responded to this review, 9 June 2014
Dear Tracy L

First, we would like to congratulate for your marriage, just as we would like to thanks for choosing Azul Sensatori Mexico by Karisma, to host such a memorable occasion.

It is also great to hear how you enjoyed a relaxing time at Vassa Spa and our Gourmet Inclusive, perspective, in the meals and drinks we serve. Your comments have been heartily welcomed in our team, they are also very grateful for your mention.

It was a true pleasure to be part of this important event in you life. Once again a Heartfelt congratulations to you both and we all hope that you will visit us again for your anniversary.

Sincerely

Alvaro Pérez Luna
aperez@azulsensatori.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Azul Beach Resort Sensatori Mexico

Property: Azul Beach Resort Sensatori Mexico
Address: Carretera Cancun-Puerto Morelos km 27.5 | Manz 37, Super Manz 12, Bahia Petempich, Puerto Morelos 77580, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Morelos
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Family Hotel in Puerto Morelos
#4 Romantic Hotel in Puerto Morelos
#7 On the Beach Hotel in Puerto Morelos
#7 Spa Hotel in Puerto Morelos
#7 Luxury Hotel in Puerto Morelos
#7 Top resorts Hotel in Puerto Morelos
#9 Business Hotel in Puerto Morelos
Price Range (Based on Average Rates): £££
Hotel Class:4.5 star — Azul Beach Resort Sensatori Mexico 4.5*
Number of rooms: 435
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

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