Azul Beach Resort Riviera Cancun

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 .

Site under construction. why would they try to have anything open? very noisy manager was not helpful. only 2 of 5 restraints open, no staff. Understand they had some weather hit them, however there was no attempt to clean the the beach at all. would not recommend this resort ever again to any one. cut my trip short by 4days it was that bad.

Hotel being sold no maintenance being done to point of dangerous. Skeleton staff restaurants inaccessible unless you are a USA time share holder …. The list is endless filthy pool dangerous broken tiles, disgusting rooms in half of the hotel avoid

Claims to be a 5-star hotel but the experience was far from prestigious. The photos on Expedia and the hotels website are not an accurate representation of the conditions of this establishment. At all. And are extremely misleading. The murky pools for the swim up rooms were concealed under a thick film of bright yellow algae. The main pools were missing tiles and the surrounding walkways were mushy and disintegrating. The “5-Star” hotel boasts 6 restaurants. A very limited and simple buffet was the only option for breakfast and lunch. Then for dinner, only 2 of the 6 were open at one time on a rotating basis. The food was good (not great). If you found a restaurant you liked there was no guarantee it would be open again during your stay. Meals were spent under leaking roofs dripping into buckets and onto tables, black mold, and broken plaster. The room was clean. The cushions on the balcony bench never dried, were moldy and a consistent pool of water on the ground was ever present, rain or shine. The beach, while represented online as a clean area with lounge chairs and cabanas to relax on, was a disgrace in person. Kelp everywhere. Which yes, it’s a beach so ok, but there was never any attempt to clean it up. The beach was littered with garbage and hotel/sea debris (old blue tiled shower stalls, chunks of concrete, trunks of trees, plastic, etc). The majority of the cabanas were falling apart, some roped off, completely unusable. Only a few lounge chairs present on the beach. One of the cement & tile stairways to the beach has disintegrated and just drops off to the beach with exposed sharp edges. Off this stairway on the beach is what appears to have once been a cement platform of some kind which now sits falling apart with exposed rebar. Huge safety hazard. The waitstaff was very attentive and kind. Excursion and concierge staff approach you while you’re at the pool almost everyday attempting to sell you things. Excursion staff was rude, pushy, aggressive and continued to harass us for days after finding out we had booked an excursion through another company. Overall to say we are extremely disappointed with our experience would be an understatement. It was not at all the luxury all-inclusive vacation we had planned. Beware and dig deep through all the fake five star reviews online when looking at this establishment.

***STAY AWAY FROM AZUL RESORT*** For some (unexplained) reason, this resort has a 5 star rating when in reality, it only deserves 1, maybe 2 stars at the most. Let me explain why… Resort has 3 swim up bars but only one called Waves (adult) was open when we arrived on Sunday. By Monday afternoon, adult swim up bar has been tapped off with yellow tape and shut down. Oh yeah, the only beer available here is Modelo Negra (dark). Spoon restaurant (only buffet) has shut down on Monday as well. Only available restaurants are Zocolo and Zavaz. They are open for breakfast, lunch and dinner and serve the exact same food options between the two but unfortunately, they are very limited. For instance, cheese is not an option on omelette or quesadillas! Water in the hotel rooms smells of sewage and it never gets hot enough to take a comfortable shower. Entertainment and activities have been cancelled. No live music or shows are available until further notice. Tennis, archery, kids zone and other activities are no longer available and blocked off. Good thing we didn’t bring our kids because they would be bored to death. Staff, especially at the front desk is not pleasant to talk to and quite frankly, they’re just rude. Elevator in the main reception area is broken and those with canes and wheelchairs must use ramp around the building. Such a headache. Everywhere you look, this place seems to be falling apart. People we meet and talk to are having the same issues and have the same exact experience. Apparently, the resort has been recently sold and is no longer part of Karisma Group. New owner was scheduled to take over the property on November 1 and start renovations after. Tried bringing this up to Guest Service Manager twice to discuss alternatives but I was told he/she was unavailable or not there at the time. WISH WOULD HAVE KNOWN ABOUT ALL THIS WHEN BOOKING OUR VACATION. ONLINE REVIEWS ARE DECEIVING AND FALSE.