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“Gem of the Carribean”

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Azul Beach Resort Riviera Maya
Ranked #4 of 26 Hotels in Puerto Morelos
Certificate of Excellence
GreenLeadersPlatinum level
Reviewed 18 September 2012

This is our 4th holiday to the Azul Beach and once more we were bowled over by the experience.
Where will I start, Hans the concierge is always on hand to assist and sort out any problems quickly and efficiently, Ernesto and his team of staff served us deliciously prepared gourmet meals and the bar staff were always on hand to serve cocktails, tequila etc. On th beach Joan and Israel looked after our every whim and as it was my birthday while we were there even presented me with a cake and champagne on the beach. Reveka and Armando looked after all our needs whilst we relaxed in our cabana and during gourmet lunches and dinners we were served by the ever smiling Ruben and the ever efficient Antonio. I cannot mention every member of staff but suffice it to say that everyone goes the extra mile to ensure you holiday is a memorable experience.

  • Stayed: September 2012, travelled as a couple
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4  Thank Frank H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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2,235 - 2,241 of 3,417 reviews

Reviewed 16 September 2012

Read a few less than positive reviews before we left home and as this is our 5th annual visit was intrigued as to what we would find.
Have to say the hotel is better than ever :-)
The redevelopment has created more space but not so big as to feel lost, it is still cosy and relaxed.
The new rooms are fantastic and the restaurants are very enjoyable, especially the Latino.
Best part of the hotel though is the staff, they are all happy and helpful - to name a few, Hans and his concierge team are always on hand to sort stuff, Ernesto and his restaurant team provide fab food every time and the beach staff including Revecca and Armando keep you relaxed all day.
In short if you want a break with absolute relaxation I can not recommend, having visited a few others, a better caribean hotel :-)

  • Stayed: September 2012
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4  Thank Limpey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 September 2012

We have traveled all over the world before starting our family. We now have a 7 month old son and still wanted to travel. Our travel agent recommended the Azul Beach Resort. We have been to Mexico 2 other times and have been to several all inclusives, but they were always adults only. I can not tell you how wonderful our vacation was at Azul Beach!!! The resort is beautiful, the food was great but the staff made it a great experience!!! They thought of everything that we would need traveling with an infant--stroller, baby monitor, crib, tub with changing station, bottle sterilizer, and all of the gerber baby food that our son could eat!!! All of the restaurants were family friendly. We were hesitant taking him to a restaurant, but most of the travelers had infants as well. We usually get very embarrassed when he makes loud noises, but the staff made us feel at home. They had a booster seat ready for him with toys to keep him occupied. But one of the waiters, David, would walk our son around the restaurant when he did not want to sit any more so that we could enjoy our dinner. It was truly a wonderful experience. They also had a play room with a great staff and a ton of fisher price toys. They also allowed you to have some of the toys in the room. We already want to plan our next trip there. You can have a really nice resort with a nice room with good food, but it is the people that truly make it. The resort was GREAT, the food was GREAT, but the team really made it a perfect vacation. They made it easy to travel with a small child. We are looking forward to going back next year.

Room Tip: If you are traveling with an infant, look to get a swim up family suite because you can swim at the...
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  • Stayed: September 2012, travelled with family
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7  Thank empresstam24
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 12 September 2012

We have stayed at several of the Karisma family resorts - this one is our favorite for several reasons. The size (it's the smallest of the Karisma family resorts); the beach, which is beautiful; the service, which is impeccable; the rooms, especially the swim up suites, which are great for kids; the food, every restaurant is fabulous; and the kids club and staff are the best! Israel and Joan, beach staff, had a beach bed reserved for us every day and made sure all our needs were met. The spa staff is wonderful as well, and we highly recommend a couples massage on the beach and the romantic dinner on the beach is amazing. I can't agree with other reviews about mosquitoes (we didn't see a one, and I'm not sure how you can blame the hotel for mosquitoes...) and yes, sometimes there is a sulfur smell that is caused by the mangrove trees surrounding the resort (again, not the hotel's fault) and we have never had theft issues. Would recommend Azul Beach without hesitation.

  • Stayed: June 2012, travelled with family
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6  Thank Pieinthesky3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 11 September 2012

having returned from this hotel i feel i have to be fair,but honest. first the bad;
mosquitoes, get the best repellant you can, and don't bother with those yellow bands the reps sell.

the rooms, the deluxe rooms are just a standard/basic room, nothing special and do not warrant the price you pay, we complained, to the rep at first, which was as much use as writing to santa. after three rooms and three days we finally got moved to a family suite, now these ARE something special.

the rep, forget her, useless and never their when you need her.

the entertainment, ?

and once the Americans went home they started closing the restaurants due to the low occupancy, but we didn't get any reduction.
now the good;

the staff, AMAZING.Melissa on the concierge desk and all the rest ( sorry cannot remember all your names) helpful, cheerful always smiling, Reveca and Shirley the beach and pool waitresses, so hard working and forever smiling and willing to cheer you up or get you drinks, snacks. lovely girls look after them.
Wilbert at the tequila bar, an amazing barman, and has so many different drinks to entice you with, especially his "jellyfish"
Ruben in the Roma, always teasing and having a laugh, despite working so hard.

these are just the names i can remember, so many good staff and all so helpful. imagine being pampered by your best friends, that's how good they are.

The food, simply amazing, whether you eat in the restaurant or your room , you will enjoy the high standard of food and service.

if this resort was managed to the same high standard the staff work to, it would be the ONLY place to go for your holiday.

Room Tip: deluxe rooms are simply standard, be prepared to complain.
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  • Stayed: August 2012, travelled as a couple
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8  Thank joemakka
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 September 2012

We have just returned from two weeks at Azul Beach. There are a lot of positives about this hotel such as the Premium Rooms, the standard of the food, the service from the staff in the restaurants and the beachfront which is great for kids. However, these positives were heavily outweighed by the fact that we did not feel safe or secure at the hotel. This hotel has a severe theft problem which affected us directly and other guests who were staying at the same time. If you read through the reviews on this site thoroughly you will see that this is far from being an isolated problem. We had valuables stolen from around the pool and most worringly we had valuables stolen from the room. The senior management has a culture of indifference to the problem and really couldn't care less. They will lie to you and say that it never happens at this hotel and that your incident is the first; this is totally untrue - there were four other guests (that we knew about and there were probably more) during our stay that suffered the same problems ranging from phone theft to theft of cash from the pool area and the rooms . Nothing is safe in this hotel. The attitude of the senior management is nothing short of disgusting and I can only corroborate the posting of Sian M below. If you want a safe and secure hotel in which to relax and unwind then take your chance somewhere else. Would we go back? No - simply because of the theft issue and management's disgraceful and flippant attitude to the problem.

Stayed: August 2012, travelled with family
15  Thank mpr386
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotelsResorts, General Manager at Azul Beach Resort Riviera Maya, responded to this reviewResponded 14 September 2012

Dear Valued Guests,

Please accept my most sincerest apologies for any disappointment caused from your recent stay. Some of your comments were very concerning to us and we would like to take this time to address your review.

At the Azul Beach Hotel, the safety and welfare of all guests is our highest priority. We have 24-hour security and we can assure you that the hotel takes all measures to ensure that our guests and their belongings are well taken care of, providing for a relaxed vacation experience.

We are sorry to hear that your items were not found. Any items found after check out are stored securely and logged immediately. Every effort is then made to try and reunite the lost item with its owner. A detailed investigation is conducted by myself and the Security Manager.

From what we have gathered based on your review, we were able to pull the report of your stay. As mentioned in your review, the report registered states that items were taken from public areas of the hotel. However, it was inconclusive where exactly these items were left. Further, we would like to clarify that we have electronic security boxes in every suite. The code is predetermined by the guests and every entry and closure is tracked by our hotel, which allows us to monitor the security of the safety boxes. We always recommend that our guests use them to keep their important items secure.

It saddened me to read some of your comments stated about our upper management. Our company takes pride in each and every one of our employees and the training program that is offered to everyone in each division. We truly believe that the staff we keep on hand from the housekeeping division to our upper management team are some of the hardest working in the industry. We urge anyone to contact us directly if they feel differently.

On a positive note, I was pleased to read that you found our cuisine, restaurant service and accommodations to be of your satisfaction, as these are all areas we take great pride in at the resort. We are also proud to be a rated a Traveler’s Choice and as the #2 hotel in Puerto Morelos by the TripAdvisor community, which are our valued past guests.

We welcome you to contact us directly should you feel we have not addressed your concerns. On behalf of Azul Beach Hotel, we'd like to thank you for choosing our hotel.

Frank Peeters
General Manager
Azul Beach Hotel

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 September 2012

We have just returned from Azul Beach, there are a lot of positives about this resort, we travelled as 2 adults and 2 children (6 & 7)- they really enjoyed the kids club and the staff at the resort were really helpful and they can't do enough for you. The food is really top notch (not what I had expected from an all inclusive) but fantastic quality.

The kids club was great for little kids (not sure what teenagers would do though). The club had events in the evening which were really enjoyable and during the day they had external sessions like Mayan music session with JD (he was great).

Hans (concierge) was delightful as were Israel/ Joan and John. All of the waiting staff are really friendly, clearly they may be supplementing their salary with tips- but they really deserve them!

We had a family suite (it was great) we upgraded to swim up (not sure it was worth it though). The swim up we had a bit smell issue.

The beach has some seaweed but the staff work unbelievably hard every morning to clear the beach- it looks like back breaking work today, but again everyone we spoke to were lovely. The resort really gets it right with its staff choices.

The one thing that spoilt our holiday was the truly awful hard selling experience we had to endure on the last full day of our holiday- it was absolutely awful.

We had received numerous letters to attend our concierge (not Hans, I hasten to add) throughout our stay, when we did turn up we were asked for feedback on our holiday...which we was great and we advised that we would consider returning.

We were asked if we wanted to come back again for a week for $400 for a presidential suite...well we said yes, as our trip (with flights) was well in excess of £5,500. Clearly if something seems too good to be true it invariably is.

We were bused to another resort to "see what it had to offer" but we were in fact subjected to was a very,very hard sell from Carla....avoid her like the plague!

It was unbelievable...when it was clear that I wasn't that interested it turned into "Carry On Mexico"...with lines to my middle aged hubby (god bless him) like "you must have very strong muscles" and "oh I should not have this skirt it blows up in the wind" I literally thought I was going to expire.

We were then asked to sign up to a contract to purchase weeks in the resort and associated hotels. It apparently had to be done there and then with all of our financial details being provided to Carla. Carla advised it would not be a legal contract if she did not have our financial details. Weirdly when I googled legally binding contracts in Mexico- no consideration is required.

In addition, we were told that every week we would book would be 116 euro, this was not reflected in the contract. After finally escaping without signing a contract I took a copy with me to read and advised our concierge that we would not be entering into a contract- to my horror Carla started phoning me in our hotel room seeking an explanation as to why we didn't sign up!!!

After having a great holiday and I was so ready to leave after the Carla experience.

I am not saying don't buy into this deal, all I can say is that in my experience it was a very crafted hard sell which I didn't appreciate and I found it unsavoury the degree of pressure placed on holiday makers...particularly when what they are asked to enter into they is a contract governed by Mexican law without any time or advice upon which to consider their decision. Really unprofessional and a highly unpleasant experience, which was rounded off with the chasing phone calls.

In my humble opinion enjoy Azul Beach but don't be tempted by any "offers" and avoid Carla.

Stayed: August 2012, travelled with family
6  Thank 113jojo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Azul Beach Resort Riviera Maya

Address: Carretera Federal Cancun-Tulum Km. 27.5, Puerto Morelos 77580, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Morelos
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Green Hotel in Puerto Morelos
#2 Family Hotel in Puerto Morelos
#4 Luxury Hotel in Puerto Morelos
#4 Spa Hotel in Puerto Morelos
#4 On the Beach Hotel in Puerto Morelos
#4 Top resorts Hotel in Puerto Morelos
#6 Romantic Hotel in Puerto Morelos
Price Range: £250 - £731 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Azul Beach Resort Riviera Maya 4.5*
Number of rooms: 148
Official Description (provided by the hotel):
Azul Beach Hotel is a family-friendly, boutique-style property located on a gorgeous beach 20 minutes from Cancun International Airport. All of the 148 rooms are just steps from the beach, pools, restaurants and bars.Featuring the Gourmet Inclusive® concept, epicurean offerings include candlelight dining on the beach, a fresh fish fry and butler service to the canopied beach beds. There’s an all-lobster menu, 24-hour room service and over 30 tequilas in the tequila lounge.Azul Beach especially caters to families with young children with loaner baby equipment, kid's club and parent support. The exclusive Family & Friends Vacation Planner coordinates family reunions. Romantic couples love Beachfront Sky Massages and Suite Scenes. ... more   less 
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Also Known As:
Azul Beach Hotel, By Karisma Hotel Puerto Morelos
Azul Resort All Inclusive Beach
Azul Beach Resort Riviera Maya Mexico
Azul Hotel Beach Resort

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