Azul Sensatori of Karisma Resorts
Misrepresented quality of resort. NOT five star, three at best

This resort advertises itself as five star, and charges as though it is five star. However attractive the resort is, nothing about it compares to other luxury resorts where I have stayed. At best, I would give it three stars.

The check-in process was not smooth. I had booked a Luxury Jacuzzi Ocean View Suite in the family section of the resort. I was traveling with my grandmother and three children. They kept screwing up the reservation because they split the reservation between my grandmother and me. I do not know why, because I booked everything and paid for all of it with my credit card. They never even spoke to her.

Accommodations

Our housekeeper, Cristina, was wonderful. However, the actual room was terrible. The toilet on one side of the suite constantly backed up. Eventually, I got tired of calling for maintenance and we just used the bathroom in the kids room. The shower in the master suite was so clogged that hair (that wasnt mine) started come out of it when I tried to shower. When I called to have it fixed, they tried using a plunger! Of course, it didn't work. Then they tried to say it was because the floor was uneven. Drano or snake, please! If that wasn't enough, I ran a bath for kids in the jacuzzi, turned on the jets, and black crud shot out into the water. So, I tried the jacuzzi in the master suite, same thing. Then, whenever the A/C was running (which is most of the time, it's Mexico!) the vent by the entry/master bath dripped all over the floor. I had to keep towels to try to keep my grandmother and kids from slipping. You can see where they just keep painting over the mold.

Also, they do not keep a stocked mini bar in the room. I have never been to an all-inclusive resort that didn't keep a few snacks and drinks in the rooms, especially if they cater to kids/families. The last night of our stay, a gentleman came by offering sodas. That's about it.

Dining

The main restaurant, Spoon, was nothing to write home about. The service was terrible. Three different times it took almost an hour to get nuggets and fries for the kids. The food on the buffet is mediocre, at best. It tended to be cold, undercooked or just bland. They have some of the tables lined up directly under the vents. One evening we had to switch tables, because water from the A/C was dripping on the food and us.

Zocalo and Zavaz were fabulous. The food was great and the staff was friendly and great with the kids. Sienna, the Italian restaurant was really good, too. The lasagna was amazing.

Room Service

This was hit or miss. Twice we could not do room service, because no one would be pick up the phone. However, if they do answer, you will receive your meal quickly. The other drawback is they only have bistro tables in the rooms and do not provide trays. Not the best option when you have children, and not comfortable for adults.
I have stayed at five star all-inclusive resorts, and I can say with certainty that this place does not qualify!
I have attempted to contact customer service via email, but the emails conveniently do not go through. Any US number has representatives that instruct you to call directly to Mexico. Really?!!! I already feel like I got ripped off, and now they want me to run up my phone bill to resolve it.

Company: Azul Sensatori of Karisma Resorts
Country: USA
Phone: 011529988728450
Site: karismahotels.com

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