Ratings based on 997 Verified Reviews
4.6 Room cleanliness
4.5 Service & staff
4.6 Room comfort
4.5 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 23 Nov 2024
Comment from Hotel Management
23 Nov 2024 by Gerencia de Calidad, Hotel Management
Buenos días Apreciable Cliente;Agradecemos mucho su visita y valioso tiempo que dedicó en compartirnos su valoración, nos hubiera gustado mucho saber el motivo por el cual nos avaluó con 3 estrellas, su opinión es muy importante ya que podemos mejorar día con día y poder ofrecerles un servicio que exceda sus expectativas, de antemano será un placer recibirle y atenderle nuevamente en esta su casa.CordialmenteDepartamento de Calidad
by A verified traveler
Posted 22 Nov 2024
We stayed at the Azul Grand Hotel for 5 nights and 6 days
Check in was straight forward, they did put us in a double bed instead of 1 king like I selected in Expedia, they informed there was no rooms available had to wait one day for us to switch rooms, they also tried to upsell us on premium wifi and the master suite, but the hotel had wifi ready for every inch of the hotel🤔
Room was clean and great only had one issue with the jacuzzi not working maintenance had to come in and repair the water pump, other then that room was great and the view was incredible, btw almost nothing included in the room just basic shampoo and soap, bring your own tooth paste, tooth brush etc. They did have a store downstairs that sold everything for a good price.
Food was amazing, the buffet was tasty and had different options everyday we loved the 3 specialty restaurants food was very good. Drinks were kind of watered down not too sure how much alcohol they put in.
Spa was nice and had decent prices, we did a masaje and facial for 160$ for two people. They had a sauna and an ice bath, which was a nice touch.
Overall compared to other all inclusive resorts I been in (Cancun,Playa de carmen, Puerto Vallarta) Grand Azul was a good value for what you get everyone was so nice and friendly.
Comment from Hotel Management
23 Nov 2024 by Gerencia de Calidad, Hotel Management
410 / 5.000Good morning, Dear Customer;We greatly appreciate your visit and the valuable time you spent sharing your comments and assessment with us. We are very pleased to know that you had a very pleasant stay. We will take into account the observations you mention to improve our services and to be able to exceed your expectations in the future. Receive a cordial greeting. See you soon.Best RegardsQuality Department
by A verified traveler
Posted 18 Nov 2024
This is the 4th time we have stayed here, with a large gap during Covid of course. Things seem to have changed from customer-focused, to money-grabbing practices towards repeat non-local guests.
Dining staff at the buffet, restaurants and pools were great, however, with check-out procedures never once explained to us and certainly handled differently than our last stays at Azul Grand, we were forced to pay $1,400 pesos at 2PM even though we vacated our guest room at check out time of noon. We stayed in the cool of our friends room until it was time for a taxi to the airport at which time we were accused of staying late in our room.
The resort is far from busy, and even though we did not even arrive to stay until a full 48 hours after we were due to check in, thanks to a failed Westjet Connection, the Supervisor on Duty Saturday Yazael literally demanded we pay this ridiculous late fee.
Comment from Hotel Management
23 Nov 2024 by Gerencia de Calidad, Hotel Management
Good morning, Dear Customer;We greatly appreciate your visit and the valuable time you spent sharing your comment and assessment with us. We inform you that we are investigating the situation and the reason for the extra charge is because you did not check out at the established time, nor did you go down to the Main Reception to have your bracelets cut. We are very sorry about the situation but the charge applies. We suggest you please respect the arrival and departure times to avoid misinterpretations in the future. Receive a cordial greeting, we hope to see you soon in this, your home.Best RegardsQuality Department
by A verified traveler
Posted 17 Nov 2024
Great place, hospitality was amazing. Lots of activities at the resort. The view is amazing.
Comment from Hotel Management
20 Nov 2024 by Gerencia de Calidad, Hotel Management
Good morning, Dear Customer;We greatly appreciate your visit and the valuable time you spent sharing your comments and assessment with us. It will be a pleasure to welcome you and serve you again in this, your home. Best regards.Quality Department
by A verified traveler
Posted 29 Oct 2024
The hotel food was one of the best food for buffet style that I ever experienced
Comment from Hotel Management
30 Oct 2024 by Gerencia de Calidad, Hotel Management
Good morning Dear Customer,Thank you very much for your visit and the valuable time you spent sharing your comment with us. We are very happy to know that your stay was very pleasant and that you liked the food. We look forward to welcoming you back to this, your home, whenever you wish.Best regardsQuality Department
by A verified traveler
Posted 22 Oct 2024
Excelente propiedad
Comment from Hotel Management
23 Oct 2024 by Gerencia de Calidad, Hotel Management
Apreciable Cliente, buenas tardes,Agradecemos mucho su visita y valioso tiempo que dedicó en compartir su valoración, será un placer recibirle y atenderle nuevamente en esta su casa, saludos cordiales.
by A verified traveler
Posted 20 Oct 2024
Comment from Hotel Management
21 Oct 2024 by Gerencia de Calidad, Hotel Management
Buenas tardes Apreciable Cliente;Agradecemos mucho su visita y valioso tiempo que dedicó en compartirnos su valoración, será un placer recibirle y atenderle nuevamente en esta su casa, reciba un cordial saludo.Atte.- Departamento de Calidad
by A verified traveler
Posted 19 Oct 2024
Comment from Hotel Management
21 Oct 2024 by Gerencia de Calidad, Hotel Management
Buenas tardes Estimado Cliente;Agradecemos mucho su visita y valioso tiempo que dedicó en compartirnos su valoración, será un placer recibirle y atenderle nuevamente en esta su casa, reciba un cordial saludo.Atte.- Departamento de Calidad
by A verified traveler
Posted 26 Sep 2024
The rooms had unobstructed ocean view. Very clean and tidy rooms, super friendly staff. One thing we found annoying was that the elevators seem to take a long time to reach our floor. One of the activities at the resort is mountain biking, Vladimir our guide did a great job on the 13’s km ciclopista(bike trail) near the resort through the jungle. Strongly recommend it overall a great experience.
Comment from Hotel Management
26 Sep 2024 by Gerencia de Calidad, Hotel Management
Good morning Dear Customer;We greatly appreciate your visit and the valuable time you spent sharing your comment with us. We are very pleased to know that you had a very pleasant stay and that the bicycle tour in the company of our guide Bladimir was to your complete satisfaction. Regarding the elevators, they work perfectly. However, we will be informing the elevator maintenance specialists so that they can be checked again. It will be a pleasure to welcome you and serve you again in this, your home.Best regardsQuality Department
by A verified traveler
Posted 21 Sep 2024
Sigue teniendo un nivel alto en la calidad del hotel y sus servicios
Comment from Hotel Management
23 Sep 2024 by Gerencia de Calidad, Hotel Management
Buenos días Estimado Cliente;Agradecemos mucho su visita y valioso tiempo que dedicó en compartirnos su comentario y valoración, nos satisface mucho saber que continuamos teniendo el nivel alto de calidad que usted desea, continuaremos excediendo día con día las expectativas, será un placer recibirle y atenderle nuevamente en esta su casa, reciba un cordial saludo.Atte.- Departamento de Calidad
