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??
- 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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