Azul Beach Resort Riviera Cancun

Overall great experience, rooms are spacious, our room led out to the pool, cleaned daily. Front desk staff are efficient/ helpful. All the servers are super nice and welcoming specifically Guadalupe and his wife were awesome, kept checking in on us, they are so nice and Antonio who worked at the pool so helpful and friendly demeanor. Thanks for a great stay!!!

The first thing you NEED to know is that this hotel just changed ownership and was renamed 3 weeks ago from Azul to Palmer Beach Resort (2 weeks before we went, and virtually the same day that we booked). Immediately they closed and fixed the pool (hence the reviews about a closed pool) and when we went, 2 of the 3 buildings were under renovation, and they were only operating at 10%. Us and all the other guests were in the middle building, and you could see them working but we never found it abnoxious or noisy. Also, a HUGE storm had come through the morning before we arrived so the ocean was very wavy, and the beach was covered in seaweed (but the staff cleaned it up fast before it got stinky) and the water was full of sharp coral bits. NOTE: we heard they might be placing sandbags in the ocean to create a bigger sandy beach. Of the 8 restaurants the Michellin star restaurant was closed for reno, and because of the occupancy level they rotated through which restaurants were open at each meal. At breakfast and lunch you’ll find a small buffet but most food is made to order/a la carte. The food was super fresh and delicious, we enjoyed the variety, and the staff were amazing and friendly and went to great lengths to ensure our kids had food choices they enjoyed. If we had one complaint you could complain about the wait time for your food. It seemed to take quite a while at each meal which was really hard for our kids - but they learned to order their entree as an “appetizer” so it would come out of the kitchen sooner, instead of being hungry watching us eat our appetizers. But the food was always super fresh and hot when it came out. They have many connected pools, that were always so clean (you know those resort pools that are so cloudy you can’t see the bottom or have that sunscreen film on the top? Not here. It was so nice) and we had fun swimming from one pool to another. There’s a swim up bar (plus one in an adult only pool that we never used because we had kids), and a kids pool with a slide and splash pad. One pool had a volleyball net and another had nets that we had fun playing water polo a few times with their entertainment crew and some other families. The swim up bar staff were super nice and always coming around to check on us and making drinks for us & our kids. They make the most delicious slushies using really fruit like mango and strawberries so I didn’t worry about my kids drinking them all day. The staff out front was super helpful too in helping us get a rental car to visit Tulum for the day (we were trying to decide between a taxi, an Uber or a rental for 8 people) and also gave us all sorts of great tips & recommendations for our day trip. All in all, we had a really great relaxing time with our family, at times feeling like we had the place to ourselves. And ate so much delicious food. Currently I’d recommend it for families or people looking for a quiet vacation. Not a party destination (maybe in the future when it opens back up more?). I’d be interested in visiting again in the future to see what they do with it, and say hi to some of their incredible staff that we met.

During our vacation in Cancun we met this nice couple who did their jobs excellently. Alejandra and her husband were helpful, polite, kind, funny, good energy and welcoming people. We had so much fun having delicious meals in this beautiful resort. Definitely we’ll be back!!!!

Had a great time at Palmar Beach Resort. The food was great and the attention and service provided by the waiter Guadalupe was outstanding. He made the experience spectacular. He asked questions about our stay and gave us great recommendations. I hope to have as our waiter on our next visit.

We booked a 7-day vacation in Cancun at the Azul Beach Resort through Booking.com, specifically for our daughter’s 16th birthday Celebration. However, our booking was not honored, and we were instead "dumped" at a different Resort . After being shuffled from Resort to Resort the Resort we finally got was not of our choice and was clearly a downgrade. When we told them that we would like a refund since we didn't approve of the resort they refused so it was almost a hostage sutation we were dealing with in a foreign country which was very scary for us as a family. We lost an entire day of our vacation dealing with the issue, left without a reservation in a foreign country, feeling anxious and unsafe. After hours of controversy and stress, we finally got a room at 9 PM. What makes this worse is that I had called the Azul Beach Resort before leaving to confirm our booking and makesure everything is ok, and no one mentioned any problems then. We could have solved our issues before we left Canada if only we were just informed in time, we had our booking for two months in advance so Booking.com should have sent us an email or something to inform us and give us options. This was supposed to be a special trip to celebrate a milestone birthday, but the entire experience was ruined we didn't even celebrate due to the mismanagement and lack of communication. Bookings.com's customer are treated very poorly by the Resorts for whatever reason. Something to keep in mind when booking your Vacation, this was my first time booking with them Never "NEVER AGAIN", their customer service is the worst specially after they have yourbooking , I would like to mention their custome reps are way better than the supervisors who can barely speak clearly let alone understand or resolve your issues.We travel a lot and have not had such a bad experience with any other booking platforms we used in the past. Extremely disappointed with Booking.com and would not trust them for future travel plans." REGRET "using Bookings.com .