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Reviewed 26 November 2021 via mobile

We got married at Azul and had many friends and family stay at the resort for the wedding. The resort was beautiful, clean and classy. But what made the resort incredible were the people. Every single staff member was gracious and helpful. They did everything they could to provide us with quick and high quality service. Carla and Dwight were our wedding team and they were truly AMAZING! They made our day so special and worked so hard. We could not have been more impressed with their level of commitment, kindness, and service. True professionals, the resort is blessed to have them on staff.

Dee was also incredible and spent time making sure our family had fun and enjoyed the resort - we all came back home with much better dance moves because of her! Go to this resort, you won’t regret it. The people are truly the greatest.

Date of stay: November 2021
Trip type: Travelled with family
1  Thank rachelkU3696YV
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
hotel management, General Manager at Azul Beach Resort Negril by Karisma, responded to this reviewResponded 28 November 2021

Dear rachelkU3696YV,
Thank you for sharing your review with us.
We are truly honored that you have chosen Azul Beach Resort Negril by Karisma to tie the knot and you had an extraordinary experience during your recent visit.
Thank you for commending the staff who all ensured your vacation and wedding was an indeed success. We will be sure to share your comments with the team particularly Carla, Dwight and Dee.
We do appreciate your review and patronage. The Azul Beach Resort family looks forward to welcoming you back for yet another great vacation and anniversary celebration.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 November 2021

Where do I start.......

Mobay club...total waste of time, pulled out of the lounge and then waited 45 mins on the coach before setting off to our hotel!
The coach journey was a scary experience - driving way too fast.
No welcome drink on arrival at the hotel - this was a first for us as in Mexico and DR you always get a lovely refreshing welcome drink and cool towel
Sat down and told to fill in a form (couldn't hear a thing as a band was playing for another group arrival who had welcome drinks :()
Asked to give a credit card for $200 - not unusual I know
Told everything was on the app
Told to dial 62 from the room phone to get the mini bar stocked (got ot the room and the phone was dead...took 2 days to get fixed)

We booked a swim up room in the adults section - they gave us the corner one, very little sun and the water was freezing
I've never paid so much money for such a small inadequate room, could barely turn around in the bathroom (where as the his and her sinks like you get in Mexico/DR?
The shower was awful, little pressure/water so we ended up using the extension unit to shower with
Our room key kept malfunctioning (3 times) within 24 hours - kept being told we must be keeping it close to our mobile which was not the case, turns out the unit on our door was faulty so they had to replace it - 2 hours of our time on holiday we wont get back.
The safe in our room was dodgy as quite a few of the numbers wouldn't always
work

Pool Bar (Poinsetta) was supposed to be open by 10am - you were lucky if it was open by 10:45
The attitude of the female bar person there was shocking - always in a bad mood, come 5pm she was up and gone, no offer of a last drink or a goodbye. she did make pretty good cocktails though!
The beach bali beds has seen better days - don't get me started on beach towels, you have to travel up to the other end of the resort and that's if there is anyone there or any towels left.
The tiles and wood around and in the pool needed a lot attention - someone is going to fall through the bridges over the pools pretty soon and through the wooden steps down to the beach
The mattresses on the bali beds in the swim up rooms were green at the end....disgusting !

TUI rep (Hyacinth) - total waste of time, all she wanted to do was sell you an excursion....saw her fast asleep at her desk in reception on one of the days.

We had a booking in the Italian restaurant one evening - when we got there we were told we did not have a reservation so left but when we checked on the app the reservation was on the app so went back only to find they also had our reservation but clearly missed it - no sincere apology was given to us

On the night of the BBQ at the Amber Bar we asked for a table for two (not to put on a table of six with people we didn't know) only to be told the tables of two were reserved for people who brought an additional bottle of wine...really? its an all inclusive resort !!

People smoking weed around the resort - I don't now if its legal or not to smoke weed/cannabis in Jamaica but the smell makes me feel sick, had to go back to our room early on quite a few nights due to smell of it around the amber bar - children are at this resort !

We found the older generation of staff to be quite delightful generally but the younger ones had no motivation or communication skills whatsoever and were very rude, everything is on Jamaica time and whilst i understand that to a degree we were only there for a week and had paid a lot of money for what was a very shoddy experience and to the point I never go back to Jamaica yet alone that hotel. We have been to Mexico 4 times and the DR twice and would go back to them in a heartbeat.....Azul Resort should send their staff there so see the dramatic difference.

I could go on and on but to be honest, I don't think it will make the slightest difference...good luck if you have booked to go here !

Room tip: Dont bother with the swim up rooms - waste of money
Date of stay: November 2021
    • Location
    • Sleep Quality
    • Service
1  Thank J3634KBstephaniec
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
hotel management, General Manager at Azul Beach Resort Negril by Karisma, responded to this reviewResponded 26 November 2021

Dear J3634KBstephaniec

On behalf of the management team and our staff at Azul Beach Resort Negril by Karisma, we appreciate the time taken to write about your recent experience. It is with great regret to hear about the inconsistencies with the level of service you encountered. Typically we are known to provide our guests with exceptional stays from the moment our guests arrive till the time they leave. It is so disappointing knowing you had challenges during your stay and this ultimately affected your overall experience with us.

Please rest assured we have addressed your experiences with the corresponding department heads for their internal review and we would like to continue our communication with you, please do not hesitate to contact us customerservices@karismahotels.com

In the future, we hope to have an opportunity to host you for a stay that truly exceeds your expectations.

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Reviewed 24 November 2021 via mobile

This really was a holiday of two halves ~ the first week a real concern whereas the second week everything got better and better.
Firstly I would really like to thank some of the staff in the Mahogany restaurant who really went that extra mile to make us feel welcome and were so helpful and pleasant. Naresha, Kaydene, Suzanne and young Jonoy are some of the best staff I have come across in all our visits to Karisma hotels.

Our arrival was a bit of a shock for us as I was expecting something on the lines of the other six karisma hotels that we have visited in Mexico, Dominican Republic and Cape Verde. On our arrival we were dropped at the main reception and stood there for ten minutes before we were even acknowledged. We had upgraded to premium and were expecting at least a welcome drink but all we got were vague directions to to our room which was at the far end of the hotel. We asked where the restaurants etc. we’re located and we were told to download the app. Apparently everything from restaurant bookings to maps and entertainment was done through the app. There was no paper map available so we downloaded the app which was quite good except for the fact that our app kept saying ‘permissions revoked’ and wouldn’t let us book anything. This was sorted out for us on day two and the app actually worked really well even though we are oldies and struggle a bit with technology.
Anyway we went to our room which was really nice and had lovely views of the pool and beach. As I said at the beginning this was a holiday of two halves and the first week was a bit of a shock as the food was really quite bad and the attitude of some of the bar staff bordered on being rude. An example was where my wife went to the west end pool bar and asked for a bottle of water as she doesn’t drink alcohol. The first time she asked the barman tutted and got a key so that he could get one from a nearby cupboard. When she went back later and asked he again tutted and said”this is the last time lady”!! She asked what he meant and he turned his back on her. We later went to the Italian restaurant which was in the Palms restaurant as the main Italian restaurant was being updated. The meals which we ordered ( carbonara and lasagne) both came out cold and were so bad that we couldn’t eat them. The first week continued with things being problematic and not once did we see a concierge.
Now the second week ~ I have never seen such a rapid change in performance or food quality it was almost like a different hotel. We went to the newly refurbished Italian restaurant and both had the best steak dinner that we have had. The staff there were excellent and it was a marker of how things were improving. Clive the waiter in the Italian was so good that he even went to a nearby bar to get me a bottle of sparkling wine as they had run out in the restaurant. I had a bit of a shock in there when a crab nipped my ankle but it gave everyone including the staff a good laugh. Everything just seemed to pick up and on three occasions we were approached by staff to ask if there was anything they could do to make things better.
We were invited to a TUI evening in the reception and several managers were present. My wife asked one why everything seemed to be getting better when it had been so poor in the first week. He told her that he was the training manager and after staff being laid off because of covid they were only just starting to be retrained as many were new and he readily admitted that standards were not yet up to what he expected.
Anyway all in all we had a great time and if the first week had been as good as the second week I would gladly have awarded five stars.
In conclusion I would add that the beach is beautiful, the water was wam and the weather in the second week was beautiful. Also don’t be put off by talk of the beach vendors ~ if you say your not interested they quickly move on and hotel security are always keeping them moving.

Room tip: Avoid rooms 12101, 103 and 105 unless you like bar noise as they are directly in front of the seven mile bar.
Date of stay: November 2021
Trip type: Travelled as a couple
2  Thank Bando33
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
hotel management, General Manager at Azul Beach Resort Negril by Karisma, responded to this reviewResponded 26 November 2021

Dear John D,
Thanks for sharing your review with us regarding your recent holiday experience with us
We truly appreciate you taking the time to highlight our friendly staff who went the extra mile to ensure your holiday was a great one. Rest assured your feedback will be shared with our team.
It is with great regret to hear about the inconsistencies with the level of service you received during the first week of your holiday. Typically, we are known to provide our guests with exceptional stays from the moment our guests arrive till the time they leave. Nonetheless, we are beyond pleased that your holiday got better in the second week.
Thank you for visiting us and we look forward to hosting you in the future where we will ensure that your next experience is indeed a splendid one.

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Reviewed 24 November 2021

Negril is absolutely beautiful and the beach is by far the best part of this hotel!
Rooms are open, clean and nicely decorated. Hotel grounds are beautiful with plenty of options for restaurants. The only restaurant we found not to enjoy was Garfields, as on two separate occasions some of the female staff were rude and appeared to have an attitude towards us which could be quite intimidating, it seemed even asking for something was a problem for them. Beach bbq was poorly organised, queuing for an hour just to receive one plate of food was not ideal. We had to deal with reception a few times to sort a problem in our room which proved to be slow, frustrating and not very helpful at all unfortunately.
All in all a lovely hotel but definitely not of 5 star standard, 3 at most.

Date of stay: November 2021
Trip type: Travelled with friends
1  Thank Amylh1999
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
hotel management, General Manager at Azul Beach Resort Negril by Karisma, responded to this reviewResponded 24 November 2021

Dear Amylh1999

Thank You for your Patronage towards the Azul Beach Resort Negril by Karisma

Please accept our sincere apologies for not coming up to your rightful expectations. We at the Azul Beach Resort Negril by Karisma pride ourselves on our high levels of service and glorious offerings; we are terribly sorry if that did not come across during your visit. We have taken your feedback very seriously and every aspect of your review has been taken onboard.

I take this opportunity in thanking you again for your Custom and for your Valuable Feedback, we look forward to hosting you in the future and we will ensure you that your next experience is nothing short of perfection.

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Reviewed 23 November 2021

Currently staying at the Azul and sat on my cabana on our swim up room writing this review.
Well it took us 2 years and 5 postponements to finally get here (thanks Covid) but it has certainly been worth the wait.
The staff are by far the politest and friendliest we've come across on our hols.
The food is amazing from lobster on the outdoor bbq to the best steak we've ever had at the Italian restaurant.
The palms for breakfast has been our go to, although we've been to the mahogany too which is equally good.
The beach is amazing infact it's all round paradise.
Housekeeping spot on. Room cleaned and refreshed each day.
10/10

Date of stay: November 2021
Trip type: Travelled as a couple
2  Thank Nicnorm72
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
hotel management, General Manager at Azul Beach Resort Negril by Karisma, responded to this reviewResponded 25 November 2021

Dear Nicnorm72,
Thank you for taking the time to share your review about our resort.
We are pleased to hear you had a wonderful time at our resort and you loved all the resort facilities, beach the food and service offered while you vacationed with us.
At Azul one of our mission is to ensure you receive excellent hospitality service from our staffs. Just by reading your review; clearly our staffs provided you with the warmest and friendliest service that you deserved.
We at Azul Beach Resort Negril by Karisma are indeed grateful that you choose us for your get-away vacation, and we look forward to your return.

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