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“Great .. But wouldn't return!”

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Azul Beach Resort Sensatori Mexico
Ranked #7 of 25 Hotels in Puerto Morelos
GreenLeadersSilver level
Reviewed November 19, 2013

We stayed for 10 nights from 27th Oct. Had swim up junior suite in adult only section. Beautiful room Raquel the cleaner was superb. Concierge 2 were on the ball when we asked them for a kettle to make tea in the room within 10minutes they were there with kettle and milk - fab. All restaurants great, our preference Caribbean surf n turf and prawn curry gorgeous - met by the helpful Erika and waiters Manuel and William were great, served great Mayan flaming coffees by very good friendly waiters. The waiters around the pool area need a medal (for the time we were there) They worked so hard and put up with terrible verbal rudeness from more than a few American men and women and a group of rude Canadians all around the adult pool... it's a shame they didn't act like adults - dabbing there cigarettes out in the pool, jumping in from the sunbeds with coffee or beer and cocktails in there hands ... on one particular day a group were issued with a written warning about their behaviour - loud music and foul language! In fact due to the goings on around the adult pool we chose to go to the beach out of the way, along with quite a few other younger than us. couples we spoke to Again a thank you to Eva Louiska Salvador Roberto to name a few of the lovely waiters. The beach was looked after very well by hard working men trying to keep the seaweed from the beach, unfortunately the sea was awash with seaweed and not the beautiful turquoise Caribbean Sea we were hoping for, but it is the ocean and that's what happens so it didn't spoil our time on the beach. In our opinion the hotel needs to maybe sort the Garden room for when it rains ... as there is really no where to go or nothing to do when the rain comes. Glad to see they are sorting the road leading to hotel as this was a problem for more than 1 of the trips we went on but hopefully can be rectified with a new road being laid. We wouldn't come back because, although the hotel, staff, food, rooms were great,it was the amount of weddings 13 in the week we were there and the stags and hens (naturally having a good time) but we were not expecting the wedding parties to take over the hotel quite so much and the goings on... room parties till well into the early hours of the morning before the weddings, and the pool at swim up rooms being used at all times during the night and then the throwing in of the towels, sunbeds, tea bags, coffee and anything else they could get their hands on being seen floating the next morning! Also the location of the hotel is quite remote, and as it was just the 2 of us if we wanted to get away from the 18/30's goings on at the hotel it was a taxi to town and we were quoted 175 dollars return. Recommend the dolphin trip was brill and coco bongo amazing. Next trip to Mexico for us will be playa del Carmen we think. Just 1 more thing .. 5star hotel mini bars usually have wine and or small spirit bottles in - here it's only beer and soft drinks! a small niggle esp when raining.

  • Stayed: October 2013, traveled as a couple
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4  Thank Tina S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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6,120 - 6,126 of 9,184 reviews

Reviewed November 19, 2013

Overall experience is positive. Food quality is superior to several other inclusive resorts I had been to, including those in Jamaica, Mexico and Cuba. Place is clean and staffs are courteous, helpful and often with a good smile. Restaurant staff would go all the way to get that specialty drinks for you. Only one bad experience at lunch where the hamburgers we ordered took over an hour and several reminders before they reached our table.

Room was clean, but where we were staying room 4301, whether being close to the sewage holding tank or drainage pipe lacking the U-trap, there was a constant slight sewage smell from the drain in the shower.

Front desk staff helpful, particularly Brenda, who went out of her way to reinstate my last hour of Wii Fi usage before my departure and actually remembered my name.

It is a good place to relax, have good food and be treated with friendly smile and courtesy.

The beach was quiet and sand fine but water was muddy, not really good for swimming, especially when the waves were high.

Room Tip: Rooms in the 3 or 2 buildings, rather than the 4 building which caters more to family with small chi...
  • Stayed: November 2013, traveled with family
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1  Thank R L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 19, 2013

My husband and I arrived at Azul on October 27th, stayed there for 8 days, we were very impressed with the hotel. Its beautiful, what I did not like is the beach, it was full of seaweed. I couldn't go swimming, I had to strictly just go in the pool. As far as the restaurants, they were just ok, if this was a 5 star hotel, the food would be amazing, don't get me wrong the food was good, but it wasn't a wow. The italian was the least of my favorites. The rooms are beautiful, its clean and the service was impeccable no complaints about that. Would I go again, yes I would, they really need to do something about the beach.

Room Tip: Rooms with swim up pool are beautiful.
  • Stayed: October 2013, traveled as a couple
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2  Thank Ritza23
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KarismaHotelsResorts, General Manager at Azul Beach Resort Sensatori Mexico, responded to this reviewResponded November 25, 2013

Thank you for your very honest review of your experiences and it was a pleasure to host your birthday celebrations. I have taken note of your comments which have been discussed with my operations team. We truly value our guest feedback and this will be used constructively to imprive our services and quality.

I hope that you will return to the Azul Sensatori and I will personally ensure that your next visit exceeds all expectations , providing that WOW factor you are looking for.

Best Regards
Ignacio Jauregui
gm@azulsensatori.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 19, 2013

A brilliant week, 1&1/2 days of rain, stayed 11-18 november, but scorching the rest of the time! Amazing food, staff and unbelievable that all thoses drinks were part of all inclusive! The room was brilliant, stayed in block 3 which is the mixed block, pools were really spotless, staff were out cleaning windows at 4am! Real attention to detail, all that passed said hola! We will be going back! And as my now fiance proposed to me while we were there, we wish to marry there too!
We seen so many diverse weddings whilst we were there, beautifully done each time. Also a trip to isla contoy is a must! Just google it! Its awesome!

Room Tip: Im sure any room would be fab! But if you want even more luxury swim up rooms looked awesome!
  • Stayed: November 2013, traveled as a couple
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Thank Ally B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 18, 2013

This has been a great visit here at the beautiful Azul Sensatori. The service is excellent, the food is excellent, the location is excellent and nothing could be better. We just had a special dinner at the Las Tapas Restaurant for the Prestige Travelers Club and everything was perfect. The mariachis were just wonderful on the deck, then we dined in the restaurant and the food was great - each course was better than the previous. I learned more about wine that night from the wine steward, Ernestina, than I ever knew about wine. She explained the purpose of each wine for the particular course and why they complimented each other. The musician performed some of our favorite tunes. Sergio, the chef, greeted us at our table.

  • Stayed: November 2013, traveled solo
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2  Thank Wayne R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 18, 2013

I am just back from the Azul and here is my point of view.When you travel in a five stars you expect to have King size bed .The room is very clean , they gave us ,my wife and i a two small bed in the room with no sofa to sit to wacht TV.IT is the first time of my life that a 5 stars do not have a King size bed !!! .They said that in a deluxe room King sixe bed did not exist ! Put to small beds together that are on wheels and whach what happens when you get in the middle. Guess what ? after getting very upset a the from desk the day after they found out that they had 10 rooms with King size bed did not exist the day before !!!!!!. You do not lie to your customers.It has been raining 3 days and no sofa in the room so you have to stay in bed to red ,watch tv ect..Be careful about the Prestige time sharing!!!

Room Tip: Visit the room before you accept it !
  • Stayed: November 2013, traveled as a couple
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1  Thank alain2715
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 18, 2013

October 2013 was our first visit to the Hotel and although it is one of Thomsons top resorts our expectations were not sky high. Having said that we were pleasantly surprised by the overall experience with some high and some lows.

The resort is built around two massive pools and split into sections. Adult, Premium and Family.
We booked into Family as the others were full however on arrival it was clear that they had plenty of space. One of the staff told me they were at 70% capacity. If they were you certainly couldn't see it around the pool where there was loads of space/loungers or in any of the restaurants except Spoons at breakfast time.

The pool around 26/27 deg C but once you were in it was fine. The pool bars were great with a great selection of cocktails for adults and mocktails for kids. The pool staff were very attentive regularly coming around and asking if we would like a drink. No food is available by the pools which was fine with us.

Spoons is the main resort restaurant and in our opinion was the most reliable. They had a very comprehensive selection of dishes some of which were better than others but overall we enjoyed it. The Mexican was really hit and miss. We had one great meal on the first night and a few days later we left after an hour with nothing more than a drink having been ignored by our server to the point of despair! The Mexican was better for lunch with really nice Tacos which was also available at the beach bar.

The other restaurants were okay. Great gourmet burgers at the Caribbean but disappointingly average meals at the Italian and Tapaz.

The beach is fantastic and seems to be a well kept secret as it was used very little during our week. We used the king size cabanas most days which were lovely and again great service from the waiting staff. There is a nice little pottery painting area on the beach which the kids really enjoyed.

The kids club was supposedly for 4-12 yrs but my kids (10-11) felt it was very much aimed at the lower end of the age range. They were too young to use the Teens club which left them stranded between clubs.

Internet connections were very fast but at an extra cost.

Overall I would say it was a very enjoyable week let down by some examples of poor service and mediocre food. Its all about setting you expectations ahead of the visit. We won't go again!

Room Tip: The Swim up pool rooms were hardly used so may just be a novelty. Go for a normal family room then s...
  • Stayed: October 2013, traveled with family
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2  Thank gravey5
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 Mexico

Address: Carretera Cancun-Puerto Morelos km 27.5 | Manz 37, Super Manz 12, Bahia Petempich, Puerto Morelos 77580, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Morelos
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) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Family Hotel in Puerto Morelos
#4 Romantic Hotel in Puerto Morelos
#7 On the Beach Hotel in Puerto Morelos
#7 Luxury Hotel in Puerto Morelos
#7 Spa Hotel in Puerto Morelos
#7 Top resorts Hotel in Puerto Morelos
#9 Green Hotel in Puerto Morelos
Price Range: $311 - $884 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Azul Beach Resort Sensatori Mexico 4.5*
Number of rooms: 435
Official Description (provided by the hotel):
Featuring the renowned Gourmet Inclusive(R) concept by Karisma, the Azul Sensatori Mexico Hotel brings together spacious facilities with unlimited activities and services. Azul Sensatori Mexico is designed to allow couples, groups, wedding parties, families and friends from all generations to re-connect under the sun. The 435 spacious and luxurious suites are tastefully designed in contemporary Caribbean style with dark wood accents and canopy beds. These suites are located in four story buildings with an elevator in each building. Views are either pool, garden, ocean or ocean front. ... more   less 
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Also Known As:
Azul Sensatori Hotel, By Karisma Hotel Puerto Morelos
Azul Sensatori By Karisma Hotel
Azul Beach Resort Sensatori Mexico Riviera Maya - Puerto Morelos

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