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“Jury is out on this one”

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Azul Beach Resort Sensatori Jamaica by Karisma
Ranked #14 of 80 Hotels in Negril
Certificate of Excellence
GreenLeadersSilver level
Reviewed July 11, 2014

We have been to other Sensatori, Crete, Mexico, Turkey, Egypt, in past five years spending 24k on holidays, all worth it for the great experiences and memories we have gained. However this one.... disasters from beginning to end, this spoilt experience makes me feel I will go to Kuoni next time. Thomson - where is your customer loyalty? Originally booked honeymoon suite (adult only) to be emailed several months after to say it had been double booked - promised us dinner on beach in candlelight. Upgrades to flight to premium. Got there after fantastic service from cabin crew and airport, only to find that reception looks out onto the turquoise of the Caribbean sea - certainly the wow factor that others identify. Breath taking beautiful. Transferred to room, and disappointed, could hardly see the sea, as a bridge obscured the view, it felt like they had tried to fit another room in at the end, although room was lovely, we didn't pay to sit and look at the room:) Within 24 hours we had moved to another much better room. As we normally travel as a couple (no children - been there already) we are always clear to stipulate that we are prepared to pay extra to be in the adult only section. We thought we were until one morning three days into our holiday we jumped up from our lazy loungers as we thought someone was being killed - no it was a child playing in the pool, quickly joined by another ...and then another. I like children, great to see them enjoying themselves but not in an adult only pool that we are expecting and paid to have. But it seems that our room is in a block that is not adult only. We transfer to the beach and the bath warm sea - hard life:) We flag this adult only issue up to our rep who is on the case. That evening we go into the Italian, really busy and are told to wait an hour. We do. Rep catches up with us and asks if we have had a nice dinner? Well not yet we reply we are waiting for our table. She goes in to see what is happening and then our table is ready. We leave hour and half after only having eaten our starter because they (I think) forgot us. They were exceptionally busy ( a plea to Thomsons - get a booking system sorted so when people dare to move away from the bar, they are still contactable to let them know their table is ready - similar to Mexico). Rep asks us again if our dinner was nice and we explained what happened - leave it with me she says. Couple of nights after we go back in after several apologies are made by Fiona - (Who is truly amazing and a lovely person) The bar and beverage manager apologies to the people sat next to us (he thinks we are them) - Monty python eat your heart out because you could not have written a better sketch. When he realised he and his deputy came over served us and kept asking how our meal was. Highly embarrassing for the couple on the next table and us. The night before our anniversary came and Fiona and her staff decorated our table in orchids and rose petals, and provided us with a lovely memorable evening because they were closed on our actual anniversary date, but she organised with her colleagues a bottle of champagne and a cake which we shared with the staff. It was lovely. Meanwhile the adult only section we paid to be in remained a mystery to Thomson, who had no recollection of this at all. The rep came and saw us on the last day and identified that as a gesture of good will they would pay for the Mobay lounge and the edocument was sign off. Boarded the plain only to identify that they seats we had booked in the UK were not the ones we had, thankfully someone did swap with us to the two isle seats. Not sure what had gone on there but there were several couple and larger parties having the same issue. We got back home, caught up with sleep and opened email, only to then find that the Mobey lounge was final and closure of the issue we had. This was not what we signed for. Reps need to be told not to add anything on after the signature because surely this is then fraudulent? Thomson, I am really disappointed. After never booking my holidays with anyone else I feel that you couldn't give two hoots about your customers. Your ethos and mission statement goes on about customer loyalty and making sure our experience is outstanding....well I don't think I need say anything else. I have sent a letter in which does (if you can believe it) go into specific detail, however I haven't heard anything back from you yet. I wont hold me breath shall I??

Room Tip: You are expected to tip - all the time. Make sure you have lower denomination notes to hand out.
  • Stayed: June 2014, traveled as a couple
    • Location
    • Rooms
    • Service
19  Thank Shebel2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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1,695 - 1,701 of 1,978 reviews

Reviewed July 10, 2014

We have stayed previously at the Sensatori in Tenerife and knew the standard would be high. This was a differant type of experience and seemed to move the standard up even more. We had a truly lovely week, the hotel is beautiful its size makes it accessable but there was plenty of room for all. Its location is wonderful on a fabulous beach and you can't fail to relax. The staff were cheerful, welcoming, hardworking and engaged with the guests, they added to the fun. The food was good quality, we particularly liked Garfields at lunchtime. The cocktails were fab although the wine was not so great however we coped! We had a swim up room and are forever spoilt, we loved a day on the beach, a swim in the pool, a cocktail at tihe swim up bar and a lazy swim back to the room. The room was large and comfortable as was the bed. The bathroom was particularly lovely. We were really happy with everything. When the time came for out checkout we sat in the stylish reception and were offered champagne ..... The nicest checkout ever, thank you Sensatori Jamaica it was wonderful

Room Tip: We had a swim up room and it was lovely we would highly recommend them. However ensure that you are...
  • Stayed: June 2014, traveled as a couple
    • Value
    • Cleanliness
    • Service
4  Thank mosbag
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 10, 2014

It was with great aprehension we paid our last payment for this holiday, but WOW I am so glad we did. First time to Jamaica, what would it bring? For us, sun, sea, sand, fantastic hotel, food, drinks, people, we feel like we have come home . I loved the Italian food, the sea food, the cakes, a coffee lounge on tap, I was in heaven. For hubby, he loved the sun, sea, steak, omelette, spicy jamacian jerk. We loved the people, who could not do enough for us. And the trips, from Dunns river, Martha Brae, horse riding in the sea, YS falls, crocodiles, Ricks cafe, Brill. So when we came home there was only one thing to do . BOOK FOR 2015. Maybe you can join us there?

  • Stayed: June 2014, traveled as a couple
    • Location
    • Cleanliness
    • Service
10  Thank diamond1996
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 9, 2014

This was my second Sensatori experience. Absolutely great.
Different to the last in Turkey which was great too. This is a different experience.
Hotel right on the beach, completely chilled out with fantastic friendly staff.
Try out all the restaurants and the rum bar.
Will go again.

  • Stayed: June 2014, traveled as a couple
    • Value
    • Location
    • Service
6  Thank Simon G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 9, 2014

We stayed here for our honeymoon early June 2014. It was a last minuet booking, but the reviews so far read well. Our first impression was very good. Warm welcome, glass of sparkling wine, the front of house man Christopher, walked us round the pool area and explained what was what, which was nice.
The only small issues we faced are, we were told me needed to give a £300 security deposit before we checked into our room. This we were not aware of, but we were informed it was just a 'hold' and no charge would be made, unless we damaged our room. We continued with our stay happily, this certainly didn't bother us. However, at check out we discovered we has been charged £300 and that this was now refunded back to our card. As I said, this wasn't exactly an issue, but to be informed prior to arrival, and be informed that a charge would be placed on the card, I think it a must for the hotel and tour operators in future.
The reception does not offer currency exchange for any amounts on a card, nor anything worth changing, £100 was, much to large an amount to change over for this hotel. Again, not being informed prior to arrival posed a problem. As in the hotel info book, it says "24 hour currency exchange at reception" Again, I would advise you to take all cash you wish to spend, and of course your card if you go out shopping at the mall etc. As the cash machine around the corner never had cash in it to draw.

The reception lady, was the least helpful and happy of all the staff. This was rare, as every member of staff you see and talk to are wonderful, could not do enough for you. This very much made our stay much more enjoyable.
If you desire to purchase a bottle of champagne, order this in advance if your meal. We experienced an issue in the Italian restaurant, where we ordered and it still had not arrived by our main course. The team were very good and apologetic, but I think having a couple of bottles chilled in each restaurant would be a good idea. Also, just as I am fussy, there are far too many white wines on the menu. Having a small selection would be ample at an All inclusive.

Overall, the staff, location, weather and food was WONDERFUL! I would stay again and recommend to my friends and family. A room away from the road would be better, it can be rather noisy at times, but nothing that would stop an enjoyable stay.

Take a visit to Ricks cafe is a must and go see Dr Love down the beach (walk a small distance to the left of the hotel) he sell lovely gifts.
A Dirty Banana is the best drink! And room service is top notch.
Quick note to the hotel, wifi needs to be more reliable and perhaps free in more areas. This is a reasonably expensive hotel already, without paying more for you wifi.

Remember, this review is a personal opinion, take with a pinch of salt if you wish. Thanks for reading.

Room Tip: Email the hotel in advance. The adults only swim up pool area is lovely 👍
  • Stayed: June 2014, traveled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
7  Thank Lorraney
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 8, 2014

Despite long flight you instantly relax as soon as you arrive - staff are superb, considerate, respectful and focused on ensuring everyone has the best possible holiday. That coupled with the Thomson staff - Nicky, Latoyah and Colette all making you feel spoilt and with the food possibly the best I've had at an all inclusive it was a week of sheer indulgence. I had no experience of anything negative and would not hesitate to go back - anyone already booked, you've picked a gem and will have a great time. Would love to return.....

Room Tip: Double rooms great size, and lovely view
  • Stayed: June 2014, traveled with family
    • Sleep Quality
    • Rooms
    • Service
12  Thank Carol T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 5, 2014

We have just returned from a 10 night stay at Azul. We flew with thomson and had a disappointing start to our holiday when we couldn't get seats together, not great for a 9 hour flight! Apart from that we enjoyed our flights on the Dreamliner planes. Once you arrive in Jamaica it's quite a long journey to the hotel, taking around an hour and a half by bus.

The hotel itself is lovely, everything is new and clean and it's situated on the most gorgeous stretch of beach. The location on 7 mile beach is perfect. We stayed in a standard room in block 5 on the second floor, if I were to go again I would book a swim up room . The rooms are spacious with large beds and a table and chairs. The large bathroom has a large waterfall shower and double sinks but no bath, which we didn't really miss. The minibar is topped up daily with beer, soft drinks and banana chips.

The food at this hotel is some of the best food we have had at an all inclusive resort. I have coeliac disease so need a gluten free diet and the hotel were fantastic with this. The first question they ask when you go into each restaurant is whether you have any dietary requirements, the waiting staff seemed quite clued up about what I could have and if they weren't sure they would ask the chef to come and speak to me. There are 4 restaurants of which the Italian was our favourite, they made gf pasta and every meal meal was delicious. Ackee made carribean food and it was great to taste Ackee and salt fish and jerk chicken. The bistro steak and the singing waiters at Garfields are brilliant. We only went to the buffet for breakfast and lunch but it had a great selection. We enjoyed room service breakfast in our room on a few mornings and oceans corner did amazing burgers (without the bun for me!). One thing I would change us that on the beach party nights, Wednesdays and sats, they close all but one restaurant. This restaurant would then be really busy, perhaps keeping 2 open would give more choice.

We used the spa at the hotel and really enjoyed our couples massage, weren't so sure of the "water journey" included before hand. The gym had a large range of weights machines but a poor selection of free weights and it only had one treadmill which was often in use. The air con was poor in the cardio area of the gym but good in the weights area... Where you don't need it as much!

As mentioned before the beach is gorgeous with white sand and crystal clear water. You can walk along the beach for a little way to your right through the sandals resort but eventually you come to a nudist only beach at hedonism and if you walk along to the left you eventually get cut off by greenery, although you could possibly get round this. You can get a reasonable walk though. There are three pools and all of these are very nice, two have swim up bars. When we first arrived there was a problem with people reserving sun beds first thing so it was difficult to get a good spot but the hotel have put a stop to this.

Tipping is customary here but we never felt pressured to tip and I don't think it made a big difference to the service. We only took American dollars with us.

We did two tours, dolphin cove and quad biking, both are highly recommended!

Overall we wouldn't hesitate to go back to this resort or to recommend it to anyone. Feel free to message if you have any other questions.

  • Stayed: June 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
19  Thank B0nny
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 Sensatori Jamaica by Karisma

Address: Norman Manley Blvd, Negril, Jamaica (Formerly Sensatori Jamaica by Karisma)
Location: Caribbean > Jamaica > Westmoreland Parish > Negril
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #14 of 80 Hotels in Negril
Price Range: $310 - $1,028 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Azul Beach Resort Sensatori Jamaica by Karisma 4.5*
Number of rooms: 285
Official Description (provided by the hotel):
Situated on a coveted stretch of Negril's world-famous Seven Mile Beach, Azul Beach Resort Sensatori Jamaica is a pristine paradise where couples, families, friends and colleagues can reconnect beneath brilliant blue skies and tropical sunshine. This oceanfront hotel offers spacious, contemporary oceanfront accommodations, with special adults-only sections dedicated exclusively to romantic honeymoon suites. You'll find a variety of restaurants serving masterfully prepared and artfully presented International cuisine, enhanced by breathtaking ocean views. There's a world-class spa. Premium liquor. Live entertainment day and night. A near endless variety of activities on land and in the crystal clear waters. And supervised programs for kids and teens designed to make sure everyone has a great time. ... more   less 
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