I would never stay here again! It started off horrible from the time we got to the ‘resort’, but I would like to start with my main complaint on how we were lied to and taken advantage of. Our original reservation was for July 1-5th. On The evening of July 4th hurricane Beryl was approaching. The communication from the hotel was nonexistent. Restaurants were closed early, the 24 hour room service stopped without notification of this happening. I understand that this was for everyone’s safety however, communication would have been nice. July 5th early morning is when we got hit with the hardest part of the storm, by 8 ish am the storm had settled down. I called the front desk to see if the roads were open ( I spoke in Spanish, so there was no language barrier). I was told that the roads were closed and we were not able drive on them ( I rented a car) I was also told busses were not able to access the hotel for airport transportation. I called 3 more times and was told the same thing, and was told that someone would call my room once we were able to access the roads ( when we left the room hotel staff was walking around with cell phones with a messaged typed telling people we could not walk around). By 3pm ish, I still had not received a call, I walked to the hotel lobby and talk to someone at the front desk. I was told that the roads were never closed and were able to leave, at this point I was no longer able to get a flight out that day and couldn’t get a flight out until July 7th. I was told that do to the hurricane, they were offering reduced pricing for people that had to extend their stay. Do to their lies of the roads being closed , I had no choice, but to extend or stay and extend my car rental. I paid for the 2 additional days, and we continued our stay. When my children and I went to check out on the 7th I was told that we were charged incorrectly and I would have to pay an additional cost. I refused to pay the additional charge, the Morning manager veronica called down to security and they refused to let us drive out the resort. I was forced to pay the additional charge before they would let us out. Because of there lies and miscommunication I ended up paying $1000 more. Outside of this main issue, wait staff was rude, acted like they didn’t want to assist, took forever at restaurants, it wasn’t busy. When we first got to the hotel I was asked where my husband was, when I told them it was just myself an my kids I was asked why I wasn’t married. We attempted to make the best of the trip despite horrible service, but being lied to, taken advantage of and held hostage was unacceptable.

We had an amazing time at Azul. The hotel is tired in places and definitely needs some refurbishment. We stayed in block 1. The rooms were very clean and spacious,however a little dark. We didn't mind as we could walk our the back straight into the pool area. We did have a problem with the electrics on the last night and were moved to block 3 which were much nicer and lighter rooms.
Restaurants were all good but personally we were not keen on the Mexican.
All pools lovely and bars well stocked with branded drinks and good choice of cocktails.
All in all a fab holiday for us.

When greeted on arrival we were blown away by the reception staff with cold towels and a cold drink. We thought this is definitely going to be our best holiday ever. How we was wrong.

There is no day time entertainment. We first got a platinum holiday from TUI but before we went they said that it had changed to summer sun (but not a downgrade). There are 2 sides to this hotel, the nice posh side were you have to pay extra for everything (even to go to a section of the so called beach) and then there is the area they put us in. We were in rooms 4123 & 4124. Both rooms were damp and smelled damp. The patio doors did not lock on 4123 and the air con dripped on the floor. Mirrors had mould around them.

Tried speaking to the TUI rep but they are more interested in selling you trips than sorting your resort out.

Constantly finding loose pool tiles in the pool, getting a drink from the bar all depends on who was behind it as when you asked for a cocktail it was “I don’t know how to make that one”.

The bar staff also need to ID more as was seeing many 15 & 16 year olds getting alcohol at the bars through the day which resulted in a lot of rowdy behaviour on a night.

Night time entertainment was an experience.

I will say however that the food was amazing so fair play to the cooks but be prepared that when you enter the restaurant such as spoon, you are hit with the smell which resembles the smell in a gents toilets although you don’t notice it as much after a couple of days.

Some of the staff can be rude but most are pleasant.

Room service was a joke. They don’t answer the phone or the app does not work most of the time. We had a late return from a trip and tried to get food for us and the daughters. Could not get the app working and they were not answering the phone. Had to walk to reception, lady was rude and said she would order us some food. Took 2 hours to come which was around 1:30 am and
What was supposed to be cheese burgers looked like something you would feed the dogs and was terrible.

Deffo not a 5 star, have stayed in better 3 stars. Loved Cancun and would return but not to this hotel.