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“Great Family Vacation”

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Azul Beach Resort The Fives Playa Del Carmen
Ranked #55 of 214 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersSilver level
New York, New York
Level Contributor
8 reviews
common_n_hotel_reviews_1bd8 11 helpful votes
“Great Family Vacation”
Reviewed July 9, 2013

Our family had a great time at the resort. Staff is friendly and some what professional (some of the staff did not speak any English). Our kids loved Azulitos and we would like to thank Sandra and Ana for making it a fun vacation for our kids. The food is great especially Tzuki's. The complaint I have is with the silly reservation policy at the restaurants which are half empty. Our 1 bedroom Fisher Price Suite was roomy and comfortable. We did had to ask for it to be baby proofed. The resort can do more in having kids friendly activities and items especially at the restaurants (kids toys are not enough to keep kids busy) they need to provide kids utensils, kids cups and family entertainment . Also, they can improve the vacation by offering laundry service on premises. One more thing is their construction on the pathway to the restaurants and main pool. Azul Fives the could have hold off to a different time on doing such massive drilling beautification work on the pool and restaurants main pathway. The loud construction work made our stay some what inconvenient.

We would come back to Mexico.

Room Tip: A good room can be found close to Azulitos.
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  • Stayed July 2013, traveled with family
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1 Thank GM2009
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Cambridge, United Kingdom
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed July 8, 2013

Where do we begin...an absolute sincere disappointment. Our first family holiday was a sham from beginning to end.
Once we arrived in the resort we were shown to our room swiftly which was fully kitted out with all the baby amenities I had emailed the hotel directly for which was lovely. It was so late we missed dinner but as it was included we ordered room service.
This was the first indication that the "Gourmet All Inclusive" was not going to be what we were expecting. The food was preheated then cold and by no means "gourmet" whatsoever.

It would be simpler to say that all of the food apart from the selection at breakfasts was utterly rancid. For a "Gourmet" standard as it was branded, we were truly disgusted in the lack of taste, variety and authenticity. We have had better Mexican food in the UK. Trading Standards would have an absolute field day in this resort!

The bar foods dramatically tasted different from one day to the next. The Italian restaurant was so far from being Italian, and the only place where the food vaguely represented what it advertised was the Japanese Tsuki. But who can go wrong with raw fish and ginger...It goes without saying that when you spend nearly 2k on an all inclusive, and you come home nearly a stone lighter, that something is a miss.

We were absolutely shocked that during the day we could not enjoy a good drink around the pool due to the fact that everything seemed to be watered down. And to enjoy a nice wine with our food we had to pay extra for it.
I am 100% sure that all the spirits that are advertised (as premium) are bottles which have been refilled with local varieties and you can tell by the ageing of the bottles and their labels. Sadly I could not get too close to take any pictures to show this.

The only place we could have a drink in the evening was in the sky bar, to which there was a lift, which was out of service from the day we arrived. Please appreciate that this was our time to enjoy the evening entertainment and relax while our baby slept and had we not carried our baby up 2 flights of stairs in his pushchair, we would have been confined to our room and mini bar. Obviously this was a massive Health & Safety hazard and a accident waiting to happen. Fortunately for us something did not occur.

Then there were the pools, which were not very clean at all and infact we picked up a gastro bug from the pool or the food. Which lasted weeks upon arriving home and sadly spread widely amongst our friends and family, from Cambridge to Yorkshire.

A worrying thing to mention, to which we had investigated and reported in resort, is that 2 items "vanished" from our room. A pair of my husbands brand new sandals and our babies book! We had asked for an investigation but they could not see that anyone had entered our room and so we had to just grin and bare it. No formal apology, no token of regret. Just a pure simple explanation of " sometimes monkey's have been known to take things from peoples rooms".

Now, I would appreciate this having experienced this in our holiday home in Sun City, South Africa, however due to my utter obsession with mosquitos and a new born our balcony door was hardly ever opened and if it was, it was closed behind us at all times and we certainly left nothing on our balcony.
I have since discovered that we are missing our babies digital thermometer since our stay and I have no doubt that this too has been taken from our room.
It would seem from other feedback that this was not an isolated case. Utterly despicable.

In simple terms, this resort does not live up to its name nor the standards and should be condemned. We would not return for a free vacation let alone pay to go back there.
.
I would expect that when shelling out nearly 2k for a holiday (without actually paying for a baby) to have had a far superior experience and since being home, it really feels like we had never been away.

I would like to add that the one thing that the Azul Fives by Karisma did live up to is their family orientated services. The playhouse and the amenities they loan you are a very good idea and it was the main unique selling point for us choosing that resort along side the "gourmet" foods as we love our dining and frequent allot of high end eateries here in the UK.

DO NOT go to this resort if you want to pay for a high level of service, food and drink.
DO HOWEVER, visit this resort if you want to be defrauded and loose weight rapidly via dysentery. It literally is all you can guarantee during your stay!

  • Stayed June 2013, traveled with family
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Helpful?
17 Thank Robson103
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KarismaHotelsResorts, General Manager at Azul Beach Resort The Fives Playa Del Carmen, responded to this review, February 9, 2014
Thank you for your review following your stay with us , I'm truly very sorry to hear that your experience was a sincere disappointment. I would like you to know that your comments were used constructively to make the necessary improvements to ensure the holiday experience at the Azul Fives Hotel is second to none.

Best Regards

Mario Mathieu
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
California City, California
1 review
Reviewed July 8, 2013

I love love this place!!! we stayed for 1 week and we had a blast. I loved the service and the food was great! it's small but perfect to relax and to be spend it with the family. we came for my sister's wedding and Azul Fives made it so beautiful!

Room Tip: rooms in the 400 are the best because you're on the middle of everything
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  • Stayed June 2013, traveled with family
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    • Cleanliness
    • Service
Helpful?
Thank Wendy H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Toronto, Canada
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed July 8, 2013

The resort is small, there are not so many activities, restaurants, and bars. The Hotel services are not that great, our hotel is on the ground floor and facing both side to the pool, the maid service was daily but all the time missing towel, shampoo,or shower gel, ect. even though tips everyday. The kids club is kind of boring, the beach is rocky, stayed for one week most of the time is in the pool, the food is tasty and boring, eggs for all 7 days breakfast, there are Italian, and Japanese restaurant that have a good food. No seafood , lobsters, drinks are alright not like we expected. The waiters at Flavors restaurant are not pleasant and disrespect the customers, slow, and the Manager is rude man i have never met, we don't know why at the tourist area they can hire someone like that is a Manager ! As per tour bus operator, everyone should see the Canjet Airline representative when come to the resort, however, we have been chasing them and no one showed up until we leave we don't even know who is our rep. and what it's name!??? it's horrible! seems like they don't care take the money and run..On the rainy day, we asked for a golf car service is suppose to come within 5-10 minutes, but it's never showed up ! finally we walked under the rain with two small kids, and get sick afterward.

  • Stayed June 2013, traveled with family
    • Value
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    • Service
Helpful?
1 Thank reviews155019
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed July 7, 2013

We stayed for 1 week with 3 children. Kids loves it! Didnt use the kids club, but the staff there was very friendly. The layout wasn't what we expected, because only a few restaurants/bars and the large pool are ocean-front. All the other buildings and restaurants are a short walk to the beach. Smaller, contemporary resort, compared to many others nearby. The accommodations have pools that weave around the buildings; very pretty grounds and the ground staff are diligent about maintaining them. Some wildlife running around, including a spider monkey, which we were thrilled to see. Staff in restaurants, housekeeping, front desk are great and helpful. Room service was our only disappointment; got our orders wrong and delivery was slow. Food was good, but portions were small (fine for me, but my husband would have appreciated larger portions). Overall, great service, large rooms and very helpful staff!

  • Stayed July 2013
    • Value
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    • Cleanliness
    • Service
Helpful?
2 Thank Reneedf4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Birmingham, United Kingdom
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed July 7, 2013

This is not a hotel but a complex of apartments which is what Azul advertise it as they are trying to sell apartments but not create a holiday destination. We were not told that it is low season so the restaurants are not fully open at times advertised. The only place to have a drink in the evening is in the sky bar with the entertainment so unable to sit and have a quiet drink anywhere. The apartments are not on the beach front as the hotel is advertised as a beach front hotel so you view from the balcony is of another apartment block. The food is repetitive as they cater for mainly american vistors who only stay for four days so if you stay for two weeks like us you get really bored of the same menu. We asked about trips into Cancun told their looking at doing this next year? There is no holiday atmosphere at this complex very disappointing have been to Azul Hotel before which is why we booked here but BIG MISTAKE!! It is also situated next to trailer park. Me and my husband were both ill for several days at this complex have never had this before on travelling in mexico .

To sum up don't waste your money here go to another hotel.

Alan head concierge great bloke would help all he could and Orlando the waiter on the beach grill and in flavours was lovely. But Rodriguez in the coffee shop was the rudest man i have meet! After speaking to our Thomson rep we tried to move hotels but her response was she would have to get in touch with head office who emailed us with various hotels that were available only problem was that they wanted nearly the same amount of money to move us as the holiday cost us we did even ask for early flights home but again we were meet with a ridiculous amount of money to change flights . It really was that bad!!
We have never experienced such a bad holiday or asked to be moved or return home early before but to add insult to injury on our return home speaking to other thomson customers we were told by them that they were also very unhappy in there venue but were moved free of charge apart from taxi transfer fee. So it would seem one rule for one and one rule for another.

Would never return to hotel even for free!!!

  • Stayed July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Chris H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KarismaHotelsResorts, General Manager at Azul Beach Resort The Fives Playa Del Carmen, responded to this review, July 8, 2013
Thank you for your recent review , firstly I would like to apologize for what seems to have been a disappointing holiday experience however I do feel that we did everything possible for your and your family during your stay.

At no point is our guests approached to buy a condo or appartment, this was discussed with you by our hotel management in which you did confirm that nobody had actually approached you and it was only the signs within the hotel that had had given you this impression.

On your arrival , your rooms were in the same villa, on the same floor however you expressed that the rooms had to be side by side as you had 2 teenage boys. After a short time , we were able to reassign your rooms, honoring your request. Before leaving the lobby , it was mentioned that you wished to change to the Azul Sensatori as you had stayed at this hotel previously. This was mentioned to the Thomson representative who looked at this option , along with other hotels in the area however there was a price difference and therefore you chose to stay at the Azul Fives Hotel.

It is very disappointing to hear that , despite all efforts , we, at the Azul Fives, were unable to fulfill your holiday requirements or expectations nevertheless we hope that you will return to Mexico and our sister resort , the Azul Sensatori , in the future.

Best

Mario Mathieu
General Manager
gm@azulfiveshotel.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Alexandria, Virginia
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed July 5, 2013

This resort was very nice!! We went down for a family trip with 6 people (21 years and up). The staff was VERY friendly and extra helpful! Upon arrival we were greeted with a smile and a glass of champage. The check in process was very smooth and quick. Unfortunately, our luggage got left at the Miami airport (thanks a lot American Airlines!) but when we got to the hotel the concierge was very sypathetic and she called the 1-800 number to check on the status of our luggage. When it finally arrived at the hotel the concierge brought it right up to our room.

RESTAURANTS:
While we waited for our luggage we ate at Sea Olive. The food was AMAZING!! It was so flavorful and great portions! I asked the waiter what drink he preferred and he said he would bring a surprise... it was a green, yellow, and red delicious drink called the Riviera Maya. My husband and I ate there again for dinner when the rest of the family arrived later that evening (everything on the menu is delicious!).

You will need to make reservations for Arezzo (Italian) and Tsuki (Pacific Rim) 3 days in advance and there is a dress code (men: nice slacks/shorts, collared shirt women: nice dress/shirt/slacks heels/nice sandals- basically no swimsuits or cargo shorts). If you are only staying for a few days, I would HIGHLY recommend calling the resort and making reservations for Tsuki. This restaurant is AMAZING! The sushi was so fresh, the portions are huge, the food was just the best! We were sad that we didn't eat there until the last night... we would have eaten there a few more times if we could!

During the day there are a few places to eat: Lizards (my favorite- pool lounge by the lazy river/lobby serves burgers, nachos, sopas, pizzas- all delicious!), Oriola Beach Club Grill (not my favorite... we ate there once and didn't go back), and of coarse Sea Olive.

We ate breakfast every morning at the Flavours buffet. The variety at breakfast was great! Anything from cereal, to oatlmeal, to fresh made omlettes, to beans and tamales, fruit and yogurts. Anything you could want! This restaurant is also open for dinner on Friday and Saturday night for a International and Mexican buffet (both are delicious!).

ZKY BAR was a very nice place to have a drink while you wait on your reservation or just lounge on the outside patio to watch the sun set with an amazing view! At night they turn up the volume and have dancing and live music!

ROOMS:
The rooms are very modern with great features such as a flat screen tv, ceiling fan with remote(very important for someone like me who HAS to have flowing air to breathe at night), personal safe with personal code, mini fridge with fresh stocked sodas and beer, personal coffee maker, LOTS of closet and storage place in the bathroom, seperate shower and toilet with frosted glass, and his and hers sinks.

POOL:
There are two 'main' pools, the lazy river and the Infinity pool. The lazy river has the walk up access from some of the rooms. It is mostly families that have the suites so they can leave the condo doors open and watch their kids play in the pool at the same time. If you are looking to relax and read a book, lazy river would be the better choice. There are bars along the lazy river as well. The inifinity pool is across from the restaurants and beach. This pool is the more 'happening' pool with music playing, water volleyball, swim up bar, and kids galore. For our group we did not have any kids so the kids that were running in front of us a splashing pool water in your drink was a little annoying, but it is a kid friendly resort so it is to be expected. The view from this pool is gorgeous! We went to this pool everyday.

BEACH:
The water is sooo beautiful!! You can swim out to well above your head and still see your toes! There is a sand bar just right after the huge sand bag (artifical reef) where the colorful fish swim right at your feet. Only thing to be careful of is the rocks in the water... they are big sharp rocks that you can avoid by walking thru them, but if a wave pushes you be careful!! TRAVELER TIP: If you go left on to the beach out of the resort walk about 2 minutes and you will see a small hut that gives $25 US massages with the hot stones. It is the best massage I have ever gotten! I actaully had a 2 hour session! My dad had 4 massages, my sister and her boyfriend has 2 each, and my mom had 3! Totally worth it!!

PLAYA DEL CARMEN SHOPPING: Getting a taxi is quick and easy to go shopping in Playa Del Carmen. Just ask the bellmen to get you a cab going to PLaya Del Carmen. Should be around $15 US. Shopping there is great!

Karisma does a fantastic job with everything! From the friendly staff, to clean rooms and grounds, to the delicious food it is the resort chain we choose everytime in Mexico! My husband and I got married at a sister resort in November as well as stayed at another Karisma hotel during outr first trip to Meixco to find our wedding resort. We have had excellent experiences EVERY TIME!

Room Tip: Anything in building 5 will be right in the middle of everything (breakfast, gym, coffee bar, restau...
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  • Stayed June 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Dana M
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 The Fives Playa Del Carmen

Property: Azul Beach Resort The Fives Playa Del Carmen
Address: Predio El Limonar Fraccion 2 | Xcalacoco, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Airport Transportation
Hotel Style:
#27 Green Hotel in Playa del Carmen
#29 Top resorts Hotel in Playa del Carmen
#37 Luxury Hotel in Playa del Carmen
#39 Spa Hotel in Playa del Carmen
#41 On the Beach Hotel in Playa del Carmen
#43 Family Hotel in Playa del Carmen
#79 Romantic Hotel in Playa del Carmen
Price Range (Based on Average Rates): $
Hotel Class:4.5 star — Azul Beach Resort The Fives Playa Del Carmen 4.5*
Number of rooms: 524
Official Description (provided by the hotel):
Located just 10 minutes from charming Playa del Carmen, Azul Fives Hotel is noted for enormous suites designed for families and friends with up to three bedrooms with rooftop decks. Activities and special experiences foster togetherness for families, couples and groups of friends. The 360-suite hotel offers the renowned Gourmet Inclusive® concept, as well as flexible meal plan options to suit all agendas. Private barbecues highlight family activities, and the Kid’s Club sponsored by Fisher-Price® caters to children. Rooftop Weddings inspire soon-to-be-married couples. The 24-hour room service and full-service concierge ensure memorable vacations. ... more   less 
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Also Known As:
Azul Fives By Karisma Hotel Playa Del Carmen
Azul Beach Resort The Fives Playa Del Carmen Riviera Maya, Mexico

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