Servatur Puerto Azul

Big Clean hotel with loads of really efficent staff. Some of the directions for the hotel are clearly to keep things cheap at the staff are watched on what they pour out. It was a constant pain asking for a double and the post mix was often flat. I ended up going out and buying my own tonic and a decent bottle of wine. The animation team around the pool were great, even in the storms, but the evening entertainment was boring. Continuous unentertaining musicians throughout the dining time. Parents with kids like to have fun too. As the storms shut down the main room we were all in the lounge bar, which is quite nice but had football on all the time. This could have been moved somewhere else. Very little problem solving and adaptability. The toddler disco had more energy. I have a child and this screams family hotel. The kids club was advertised for 5 days, however it actually only happened 2 times in a week. This was very disappointing to the point of false advertising. I've learnt my lesson and will always check what hotels offer and what you actually get. That said when it was on, my daughter had a great time and the team were lovely. The food is freshly made and a lot of variety, however fish was all on one counter and only prawns occasionally in other dishes, like Italian's don't eat fish, as I never saw it on the Mediterranean counter. Great salad bar though. Just a note, the Phad Thai didn't taste anything like Phad Thai, everything Asian just had soy sauce thrown in, very disappointing. The sushi bar was excellent. I found it easy to get round the hotel as I have a room one floor down from most things so nearly always used the stairs, however some of the floor numbering doesn't actually match the floors in the lift. I found this funny, but I'm sure some people would get irritated by this. I saw older couples confused by the layout. I read some reviews talk about little space for couples. This isn't true there is a huge rough terrace with loads of beds and another 2 levels beyond the infinity pool, with it's own bar. I would have been happy to sit there with a view out to sea.

We chose this hotel for its location, which was really good, however, even though we visited out of English term time, it was totally overrun with children. I know that it obviously is not an adults only hotel, but we were very surprised by just how many children (many of school age) were there. This made the noise levels in the restaurant very high in particular, not a relaxing experience at all. We also found that the staff were not friendly as expected after reading previous reviews. The reception staff gave us false information about the room safe, the bar and restaurant staff were not at all friendly and the house keeping team actually left our room door open after cleaning our room. When I called reception to report this, I didn't even receive an apology. The room itself was large and clean, however, if you are expecting a double bed, or even two beds securely pushed together, don't! We were told when we asked for a double that there are no double beds in the whole hotel. We then asked if they could arrange a mattress topper to stop the beds from moving away from each other, and the reception staff told us no. Thankfully our rep arranged for the legs to be cable tied together which helped a bit. This had a knock on effect that the house keeping team did not change our bedding for the whole 10 days we were there. We had the all inclusive package but we found that the food was generally warm, not hot, with little variety, so we ended up going out for meals, which was not ideal. Overall, not the best experience and has put us off all inclusive going forward.

After a very difficult travel day, we finally arrived at the hotel at around 1:30am. Unfortunately, the check-in process was extremely slow. We were the last of three families waiting, and it took nearly an hour before we were seen. During this time, my younger children were asleep on the sofas in reception, which made the wait even more frustrating. Once we were eventually checked in, we were given a map to find our room, which was quite confusing at first. After making our way there, we discovered that our room key didn’t work. My husband and eldest daughter had to walk all the way back to reception to resolve the issue. They later returned to inform us that the key had been activated for the wrong room. The receptionist apologised and said a bottle of wine would be sent to us the following day as a gesture of goodwill. By this point, it was almost 3am, so we went straight to bed. The next morning, we opened the curtains expecting the sea view we had booked, only to be faced with a noisy construction site full of workers and machinery. The bathroom was also disappointing, appearing tired and showing signs of mould. My husband went back to reception to request a room change. Initially, he was told the hotel was fully booked and nothing could be done. However, after being persistent, a different room suddenly became available. The new room was much better and had the sea view we had originally paid for. On a more positive note, the food was very good, with a wide variety of options available. However, it did become a bit repetitive for our children, who are quite fussy and reluctant to try new things. Lunchtime at the snack bar could be quite chaotic. I noticed some guests behaving carelessly—handling food with their hands, putting items back, and making a mess. This was unfair on both the hardworking staff and other guests. I particularly enjoyed the all-inclusive cocktails, as I prefer sweeter drinks, though I can understand why they might not suit everyone. The premium cocktails, especially the strawberry daiquiri, were excellent and well worth the extra cost as an occasional treat. The hotel entertainment was fairly underwhelming. While our children enjoyed parts of it, we often chose to bring a deck of cards and entertain ourselves in the evenings. The pools were clean, but it was very difficult to find a sunbed during peak times. To secure one, you really have to get there early, as there simply aren’t enough for all guests. The pools also became very crowded, with balls frequently being thrown around, sometimes even between different pools. It would be beneficial if the hotel introduced rules around ball games, perhaps limiting them to certain times or specific pools. There have been comments online about slippery poolside floors, but as a family of five—including one very accident-prone child—we experienced no issues at all. Would we return? Possibly—but not during peak season. Overall, the hotel is worthy of its 4-star rating, despite a few issues along the way. If these were addressed, it would come very close to being perfect.

been excellent with all the team and all the staff working at the hotel

Absolutely love it here I came when I was 13 for 3 years in a row. Came back 13 years ago and back again and honestly it's amazing loving every second So clean staff are friendly food is constant. Just perfect and will be back to keep mine and my daughters memories alive. ☺️😘 Love Laura and Elise. Still here in room 2312 xx