Azul Beach Resort Negril by Karisma - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

5449 reviews

• 

  Horrendous first night.

  We arrived at the hotel at Azul at almost midnight, after travelling for about 16 hours..The superbowl was being blasted so loud throughout the foyer we had to shout to be heard. Before we could check in we were told we have to pay a 200 US dollars deposit per room. I had asked the Tui reps this question specifically as I had seen it in a few reviews and they said a deposit was not required. They then told us our room numbers only to find they had put my 86 year old mother furthest away from all the facilities and on the 3rd floor. My mother has severe mobility difficulties need a walker and or a wheelchair, all of which were included in the booking. Fine I asked for a wheelchair to take her to the room and it cost 55 US dollars per day! I was then told by another staff member there were no lifts/elevators anywhere in the hotel and my mother would have to walk up 3 flights of stairs. It was too much, we were exhausted and needed to sleep, we eventually got her up the stairs and the room keys did not work and we could not get in to our rooms, the same keys that the hotel warns you if you lose it you will me charged 150 US dollars! The night security guard Harvey (he was great throughout the stay) saved the night by letting us in to our rooms, but that first night was horrible, air conditioning to high so we were freezing and no instructions on on how to turn it off or down. In the morning my sister and I had to go and sort out the room keys , hire a wheelchair and demand a room change without extra charge for my mother, which we finally got only after I reminded them that along 6 members of my family, 15 other guests were booked at Azul because of me to celebrate my birthday. The rest of the stay was fantastic, the staff for the most part are amazing. The hotel needs upgrading the furniture looks worn, our TVs didn’t work. The unwritten policy of parting the guests from their money by all means possible must end.

  Feb 22, 2026
• 

  Stunning

  We visited the hotel in February and were really concerned about how much damage had been caused to the hotel by the hurricane. The hotel was as beautiful as it looks in all the pictures. I have travelled all over the world and can honestly say it’s the best beach and ocean I have seen. They have 6 pools with swim up bars but it never feels busy, it is so well designed that you never feel like the hotel is as big as it is. The restaurants are all lovely and clean and the food is fantastic. The staff made our stay so memorable, they could not do enough for us and they are so happy. The entertainment team are superb, TT and Mr Beat love what they do and you can see the enjoyment in them when they are dancing together! All the bar staff and waiting staff are so happy and helpful. We even had a foam party, it was my first ever and we loved it!

  Feb 21, 2026
• 

  Don't book the AZUL for your vacation

  Arrived at our destination to find this hotel is no where near a 5 star hotel. Major false advertising!! Avoid this property, a huge disappointment.

  Feb 21, 2026
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  Your email box resmanager@azulsensatorihoteljamaica.com is overfilled !!!

  I have 2 prepaid reservations at Azul Beach Resort Negril, for a forthcoming family event stay, 8 nights 30 June - 08 July, 2026, total of 6 ocean view deluxe rooms for 12 guests, all inclusive, booked on priceline.com. I would like the hotel to confirm my reservations on their system so that there will be no surprise on 30 June, 2026 check in. I have addressed my request to resmanager@azulsensatorihoteljamaica.com (2 times) and customerservices@karismahotels.com (2 times) and they did not care to reply. Since, this is 100% refundable by 27 June, 2026 , my final resort is to pull the plug and go somewhere, however I'll wait another 72 hours before doing so. That shows the quality of Azul/Karismahotels customer service and a pre taste of services at the hotel.

  Feb 20, 2026
• 

  An honest review

  Let me start by saying that yes — our trip was amazing. We stayed at this resort for 10 days, from February 5–15. Why 4/5 instead of 5/5? We arrived very late due to flooding in a nearby town. Instead of our scheduled 6:00 p.m. arrival, we didn’t get there until 9:30 p.m. The front desk staff were welcoming and expedited check-in so we could make it to the buffet before closing, which we appreciated after a long travel day. When we entered our room just after 10:00 p.m., it initially appeared beautiful. There was rum and desserts waiting for us, which was a lovely touch. However, after closer inspection, we found several issues. The sheets had orange/red specks, the fleece blanket was crusted, there was a leak from the ceiling (we were on the third floor during a major storm), the fridge was leaking and not stocked, and we did not have a shower head. Maintenance responded quickly and professionally — the shower head was replaced promptly, and the worker was kind, apologetic, and efficient. However, we had to call repeatedly about the sheets. We waited, called every 30 minutes, and even went to the front desk in person. We were told multiple times that housekeeping had completed the request when they had not. Finally, at 12:30 a.m., someone arrived to change the bedding. By that point, after a very long travel day, we were exhausted and frustrated. That evening, we emailed the customer care manager, Petrina — and this is where the experience truly shifted. Petrina responded promptly and professionally. She did not minimize what had happened, make excuses, or deflect responsibility. Instead, she acknowledged clearly that this was not the resort’s standard and validated how disappointing it must have felt to start our vacation that way. She took ownership of the situation in a way that immediately restored confidence. By 2:00 p.m. the next day, she had arranged to meet with us in person. The conversation felt genuine — not scripted. She listened carefully, asked clarifying questions, and reassured us that this experience did not reflect the level of service they strive to provide. Because of the leak and overall condition of the original room, she upgraded us to a swim-out room in the same building so we would not be further inconvenienced. The upgrade itself was generous, but it was her approach that made the biggest difference. She handled the transition seamlessly and followed through on everything she said she would do. When we entered our new room, there was a bottle of wine, a cheese plate, and a handwritten apology letter from Petrina waiting for us. The gesture felt thoughtful and intentional — not transactional. At one point before speaking with her, I had genuinely begun looking at nearby hotels because the first night had been so discouraging. Petrina completely turned that around. Her professionalism, accountability, and care salvaged what could have been a very different vacation experience. She exemplifies what strong hospitality leadership should look like. In our new room, housekeeping was generally excellent. Our housekeeper (I believe her name was Pauline) was friendly, thorough, and consistently stocked our toiletries — something others in our group did not always experience. However, throughout 7 of the 10 days, we did not receive bath towels. Each time we called, used the app, or visited the front desk, we were told the request had been completed when it had not. This ongoing issue — particularly the inaccurate communication — was frustrating. Maintenance continued to be responsive and helpful, including when our shower head later broke again and was quickly replaced. Restaurants & Service The first few days at The Palms for breakfast were disappointing. The host was lovely, but once seated, service was poor. Coffee orders were forgotten (we asked for black coffee three times one morning and never received it), tables weren’t cleared, and basic attentiveness was lacking. That said, Jason — one of the servers — was fantastic and stood out positively. After that experience, we began going to the restaurant near Building 12 (I believe it was called Mohogany). The service there was outstanding, especially from Kaydene, the host. She learned our names, welcomed us warmly each morning, and even hugged us goodbye on our last day. That restaurant was consistently clean, attentive, and enjoyable. The food overall was very good. The buffet had solid variety, but the à la carte restaurants truly shine. We visited the Italian, Jamaican, and Asian restaurants twice each — all were worth the wait every time. Entertainment & Beach I’ve traveled to over 20 all-inclusive resorts, and I can confidently say the entertainment here is exceptional. The nightly shows were unique and clearly well thought-out. During our stay, it was Super Bowl weekend, and they hosted an incredible viewing party with decorations, snacks, and even a themed cake. The entertainment staff — especially Mr. Beat and Teo — were engaging and personable throughout the week. The beach in Negril is stunning. The lifeguards, especially Ryan, were helpful and friendly. The beach was consistently raked and clean, noticeably more maintained than neighboring properties. Vendors were present but respectful. Checkout Experience Checkout was unfortunately frustrating. I was told I needed to complete a review before my bracelet could be removed. We were rushing to make our airport transfer. When I said I would complete it later, the staff member took my phone and attempted to navigate the app for me. I was then told I would need to complete an even longer survey at the desk if I did not do it on my phone, and that email confirmation would be required to check me out. The interaction felt abrasive and unnecessary. I approached another staff member and was checked out without issue. Overall Once the room situation was resolved — largely due to Petrina’s intervention — the vacation truly redeemed itself. Her leadership and accountability made a measurable difference in our experience. Without her involvement, this review would have been very different. There are clear front desk communication and organization issues that need improvement. However, the food, entertainment, beach, spa, safety, and many individual staff members were outstanding. The good ultimately outweighed the bad. We left with wonderful memories — and much of that is thanks to Petrina’s professionalism and care.

  Feb 16, 2026