Servatur Puerto Azul

We stayed at Puerto Azul for one week from 23rd July, booking through Jet2. Our party consisted of myself, my husband, our two sons (17 and 19), and our 13-year-old daughter. We booked two Family Suites (Room 5402) on an All Inclusive Plus basis, flying from Liverpool, at a total cost of £7,300. The hotel itself is large, spacious and has plenty of facilities. Reception staff were generally pleasant and welcoming, and the gelato staff were always friendly except one. The bar and restaurant staff were much more variable depending on who was working. Some were excellent, while others were less helpful. One member of staff, Sylvia, who regularly worked in the All Inclusive Plus area, was particularly rude during our stay. As a result, we chose to avoid that area for the remaining seven nights. Although it's a quieter place to sit, the seating isn't particularly comfortable and it's quite a walk from the food area. If you're staying on All Inclusive Plus, make sure you specifically ask for the premium cocktails. On our first day we were served the standard All Inclusive versions, which weren't to our taste. We only realised there was a difference after another guest told us to ask. Once we did, the cocktails were much better. We had the gold wristbands, but some of the serving rules made things difficult. The ice cream was excellent, but only allowing one scoop per wristband wasn't practical for a family of five, especially as we have a disabled child. The same applied to the three-drinks-per-wristband rule. For example, if you wanted three bottles of water and three glasses with ice, that counted as six drinks by Alex. Not others. Unfortunately, different bar staff gave different explanations of the rules, so there wasn't much consistency. We saw a number of cockroaches around the resort during our stay. We appreciate this is an island-wide issue and not something unique to Puerto Azul. However, after seeing four outside our room one evening, we mentioned it to reception as we wanted to avoid them getting into the room. Unfortunately, after that, the windows were left open by housekeeping every day, despite our concerns, which seemed counterproductive. The biggest disappointment was the cleanliness of our room on arrival. We arrived after 11pm and immediately noticed filthy floors with dirt, crumbs and hair throughout. Shelves and drawers were also dusty and dirty. Instead of settling in after a long day of travelling, I spent our first night using a dustpan and brush and wet wipes to clean the floor, shelves and drawers myself before we could properly unpack. Overall, the hotel has plenty of potential, with good facilities, decent premium cocktails and lovely gelato. However, inconsistent service, poor cleanliness on arrival and a lack of consistency in communication meant it didn't live up to our expectations for a holiday costing £7,300. 4 out 5.

We had a wonderful stay at this hotel. The food and drinks were amazing, the staff were incredibly friendly and always ready to help! We absolutely loved the swimming pools, the water was nice and warm and the views were beautiful. The best part of the hotel experience has got to be the child care aspect. Our two kids went to the Mini Club everyday and were under such amazing care. Natalia and Daniela were amazing with the kids! So full of energy, positive, caring and patient! And us parents all know how difficult patience is sometimes😃 The kids had so much fun and keep trying to convince us to go back next year! We could unwind and calm down, knowing they were there in the Mini Club, safe, happy and entertained! We managed to watch an evening show - a Madonna tribute and we were truly impressed! The dancers were magnetic, really amazing! And the kids were delighted to see Natalia and Daniela from the Mini Club on stage. Definitely a 5 star experience, we recommend it especially if you plan on traveling with children!

Absolutely brilliant great location beautiful view. From the moment we arrived which was late we received a very warm reception and a box of food,clear instructions to our room. Have to say the room was clean and spacious. We had a large balcony with sun loungers table and chairs, large living area large bedroom, kitchenette and spacious bathroom,emaculately clean. Main living area had a huge flat screen TV, rooms were air conditioned (air conditioning is activated when you close the balcony door). Room service was amazing. The restaurant had many sittings from breakfast, brunch lunch and dinner. The food was absolutely delicious and amazing,so much choice we really enjoyed the food. I particularly liked the fish, octopus, calamari rings and salad and roasted peppers. The food was delicious and varied. All the staff were warm and friendly, reception was very informative and helpful. A plus was also the well stocked Spar. Our experience was really good and felt 5 Star and we will definitely be back ❤️ Also we really appreciated the fast internet speed

To start off by explaining my reasoning behind 4 stars instead of 5 is purely based on the fact that the kids splash pool wasn't open during our stay. Whilst it didn't necessarily ruin the holiday, it was a huge disappointment for me after spending hours trawling the internet to find the ideal pool layout for my family, it was the only reason I booked this hotel in all honesty. So this was a huge let down and we weren't informed of this prior, nor were we told on check in. We only discovered it after having a walk around and finding it fenced off. The only other negative comments from me are; -The room shower. It didn't appear to have been thoroughly cleaned. There was quite a lot of mould built up on the smaller shower head, around the bottom of the shower near the door and on the tiles. This could easily be remedied with some bleach, but I don't believe the cleaners pay much attention to the shower which is a bit of a put off for me. -The toilets by the pool and in the main building by the sports pitch had the worst smell I've smelled since the Long Drops in Glastonbury. Not sure what that's about but wow, it was insane. Also no soap in the pool toilets, which I feel is a bit poor and also gross. Anyway moving on, we had a wonderful holiday and stay overall. The family suite itself was absolutely fine and clean enough (other than the shower as mentioned), really comfy beds which was a bonus! Also pretty quiet (other than hearing the above occupants running around/moving tables each morning). Lovely balcony space too and the decor is nice. The hotel itself is beautiful, it's modern and you can see a lot of effort goes in to maintaining it all. The staff are all wonderful- friendly, helpful and very hard working which should be recognised. The main pools that were open were great, nice and warm and plenty of entertainment going on for all ages. Again, a lot of thought goes into making sure guests are happy! The food is spot on, always great choice (and I usually struggle with hotel buffets), but I genuinely enjoyed each meal I ate, particularly the Asian cuisine station. The fresh pizzas are a must too. The kids disco is ideal, nice and short and engaging for the young ones, though I would have preferred it to start little earlier than 7pm as my 3 year old was all tuckered out by then, but that's a personal preference. I would definitely recommend staying here, it's got everything you could need for a beautiful holiday. The weather being fabulous helps too. Had it not been for the splash pool being closed- it would have been practically perfect for us!

Just back from a week , family of 5 with children all under 12. We all absolutely loved it here. Hotel and grounds where superb. Pools brilliant, the team had plenty of activities through the day, whilst not always for everyone it's certainly worth joining in as you will certainly have fun and meet people. Only complaint from the kids was the no inflatables rule, we bought some from he shop on site and couldn't use,but rules are rules!!! So save yourself a few pounds and don't other buying them for use in the pool ! The food was by far the best AI food we have had , so much choice. Either pile your plates with a totally random selection or select something that would easily pass as a restaurant quality 3 course meal. All cooked to perfection, hot and always fresh. Drinks - only dissatisfaction for me was the standard local spirits, I personally didn't enjoy but that was me , still a good selection, and easy to get soft drinks lager and coffee on the self serve, tip- if you like a few beers through the day get yourself a large plastic cup as the ones provide are about the size of a schooner. The lager is local Tropical brand, ok'ish and I enjoyed with a splash of lemon Fanta during the day. We did try the premium cocktails which where decent but obviously come with a price. Cava and Rose is self serve in the evening also, bar can get busy but was never too bad Entertainment was actually good, nothing amazing but really enjoyed it still, a lot of dance , singing , quizzes etc. Finally.,they staff and team are great , all lovely and working hard. Had an issue with our room, no fault of the hotel at all, but they sorted it and did all the could for us to minimise disruption and ensure we enjoyed our stay. 10/10 from us and we will certainly go back again !