I stayed here for one night in January, 2012. I booked a junior suite using Expedia and paid about $150 CAD for the night. I found the hotel easily and the location was good for my day of sightseeing. My room was nicely decorated, although it didn't offer the "shower/bathtub combination" or "soaker tub" that were listed as features on Expedia. It also didn't have a "kitchen", which is listed as a "Room Amenity" (NOT a "Hotel Amenity") on Expedia. Oh well, it was pretty and comfortable. The lobby area of the hotel was gorgeous as well, with lots of comfortable sofas, greenery and a swimming pool which didn't seem to get any use.
Unfortunately, service at this hotel fell way short. My reservation with Expedia included a continental breakfast, but when I went to the restaurant in the morning I didn't see anything that looked like a breakfast buffet, and there was no "Continental Breakfast" (or anything similar; I do speak Spanish) on the menu. I went back to the hotel and asked about the included breakfast, and they told me it was not included. I made it very clear that I had paid a rate including breakfast, but they wouldn't budge, and I didn't have a copy of the reservation on me (I'd booked the night before from an internet cafe). I went back to the restaurant where the waiter asked if I had a "coupon"... this was a huge red flag that guests should be getting their breakfasts included. I said I didn't have one, ate one of their least expensive breakfasts in the restaurant and paid for it, then when I was out sightseeing I popped into another internet cafe to print my original reservation. When I later presented it to the front desk staff, they huffed and puffed and said that they couldn't have known my reservation included breakfast. I presented them with my breakfast receipt, and then they argued over the fact that the food I'd ordered cost more than a continental breakfast. If there'd been a continental breakfast on the menu I would have ordered it! It's not there! The front desk staff seriously stood around pondering what to do for about thirty minutes before making some motions towards issuing a refund but then trying to get out of it by saying they didn't have the correct change for me. Luckily, I had lots of change and thirty minutes later I walked out for good.
Casa Azul was really, really, really beautiful. They're going for a five-star look, and they've achieved it. But no five-star, four-star or even three-star hotel would nickel and dime their customers the way the front staff did over my breakfast (which I'd PAID for in my room rate!), nor would any decent hotel keep a guest waiting thirty minutes while they pathetically shuffled their feet instead of solving the problem in an efficient, polite way.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.