Servatur Puerto Azul

We came for one week as a family of four, with a 3 year old and 6 year old. I’ve never had as much anxiety being on holiday as I did at this place. The pool areas are like ice rinks! So so dangerous and we saw the poor guy who is currently still in hospital fall. My daughter slipped over and had pool shoes on and we drummed it into them to walk slowly. My son cut his foot open on a broken tile in the kids pool. Kids pooing in the pools which meant they would be closed for the rest of the day. We heard people say the lifts in the hotel would just turn off or drop a floor whilst in them, which made me on edge constantly! Half term week was pure chaos! Rude kids in the football pitch area not being watched by their parents and throwing drinks at each other. The pigeons running around whilst you’re eating or pigeon poo all over the floors and not cleaned up! Rude bar staff. We were all inclusive but ate out loads as there’s only one restaurant for the whole hotel and again utter carnage. ( food was nice ) but kids licking their hands touching plates and serving spoons ect put us off. We will not return.

On arrival the hotel looked lovely and check in was fairly smooth. We arrived between 1:30 and 2pm and were told the room wouldn't be ready until 3 so we put our cases into the luggage room and grabbed some lunch. The Room Our room was lovely, a junior suite with a sea view. In general no complaints about the room it was spacious and had everything a family of 4 could need. The cleaning was I would say average. The beds were made every day and the floor swept to some degree. If we used a glass or cup, they were rinsed but not cleaned as they still had marks on them and remnants of lip stick. The location The hotel is situated high up on the hills of Puerto Rico. Able bodied parties would find it ok but it is quite a trek down the 700+ steps to the beach and the pavements if you walk down are quite steep with almost like a tiled surface that can be unerving for those that are a little unstable. The Europa centre is up a steep bank, about a 10 minute walk depending on your capacity and fitness. We only ventured up there once in the day to look at the shops and once 3 of our party went to watch the football. We found it ok, a little tired and run down, I did hear it can be a bit unsavoury in the evening and there can be quite a lot of people about offering drugs but as we didn't venture here in the evening I can't confirm. The commercial centre is a bit further than the beach but around 5-6 euros in a taxi. The food. The food in the restaurant is not bad but it is lacking in variety and on some occasions meat was raw. Breakfast is standard as you would expect in most all inclusive. Feedback on breakfast would be that the eggs can be very what I would call snotty, the whites are often uncooked and the same for the poached eggs. Also one day the lady refused to cooked any more poached eggs, she said they had run out of eggs however there was a massive tray of the for fried eggs. Lunch The pool bar which is next to the main restaurant which serves burgers, hotdogs, chicken burgers and pizza. A few other items like toasties, chips and onion rings. Perfectly acceptable but my feedback would be to offer items like baguettes to break it up and add a bit of variety. Main Restaurant had a selection of items at lunch time, sometime better than in the evening. Here is where I feel the restaurant is lacking, it serves the same food over and over lunch time and tea time. After a couple of days close your eyes and almost reel off what was in the restaurant. it was all too repetitive. Dinner In the main restaurant was mostly a repeat of what was in the main restaurant at lunch with the exception of the Tex Mex section and the oriental section that was there every night the selection was limited and repetitive. Why not mix it up and have a themed section on alternative days with a greater selection of dishes. The waiting on staff were friendly enough but the replenishment was very slow at times especially on the pizza and meat section which meant by time you had waiting other stuff was cold or if you did it in reverse other stuff had gone. The facilities The pools, in peak time they are too small for the number of people, especially when they are shut. Unfortunately due to dirty people letting their children poo in the pool we had 5 pool closures in our 10 night stay. On one occasion when one of the main pools was closed the entertainment team still insisted on running adult water polo, children's water basket ball session all at the same time as people trying to play and enjoy the pool. It was carnage. The pool side is very slippy. The tiles are not fit for purpose. we had read reviews prior and our children were wearing the grippy sea shoes from sports direct and we always walked to the pool side on our crocs. This helped to some degree but my 3 year old still almost slipped over whilst walking around the pool holding my husbands hand. During our stay a man fell just walking and ended up in intensive care, another man slipped and had blood down his face. I saw someone just stand up of there sun bed and slipped twisting his knee and also by the infinity pool a young lad just walking alongside the pool to the steps slipped and banged his back. Something really needs to be done, yes poolsides are slippy I am sure everyone will agree but having travelled abroad pretty much every year since I was 2, in 40 years this is the worst hotel I have ever known for it. The entertainment we never got to watch as the seating area is too small. Unless you go down for tea at 6:30/7 and sit on the tables outside the restaurant (which by the way the cutlery is laid out after lunch so sits out on the tables all day for the pigeons to walk all over) you can not get a seat. Beyond the seating area is bar stool tables which aren't suitable for families, it just doesn't cater well for a chunk of the hotel sitting down and watching the entertainment. Cleanliness Around the hotel and this is not necessarily the hotels fault but during peak times they really need more staff. The park on several days near the water fountain it smelt strongly on sick and there was spatter all over the floor. People takes drinks, food and ice cream down there and just leave the empty cups and bits of food all over the place. The same for corridors, lifts, walls. Not to mention the pool closures due to poo in the pool. One day I had to go to find someone as in the ladies toilets near the pool someone had clearly not made it onto the toilet and there was poo all over the floor. I cannot believe that people can be so dirty and inconsiderate to others, they just leave the hotel in a filthy state for everyone else. The staff just can't cope due to people's lack of care and consideration. I could go on and on about the little gripes such as disabling your all inclusive band at check out 12pm making it awkward for getting a drink by the pool, the broken door, the rude bar staff, the random new 3 drink policy. The hotel really for us was just style over substance, it looks good in pictures and the views are very pretty but I wouldn't return. Puerto Rico is a lovely destination with plenty to do, during our stay we ventured to the beach, the sea was clean and the kids loved building sandcastles. We took the ferry to Mogan on Friday which is Market day, it is a lovely village to walk around, the market is much like any other with stall after stall selling similar things, we ate lunch overlooking the harbour. We visited the commercial centre during the day and night, had a great meal at Planet Steakhouse and also had a day at Amadores beach where one of my boys loved the inflatable course in the sea. I would return to Puerto Rico as I feel there is more to explore and loved the atmosphere down in the town. Puerto Rico we will return - Servatur Puerto Azul we will not.

We went as a family of 10 in 3 rooms, we went all inclusive, it is probably one of the best family hotels we have stayed in. The rooms are lovely with plenty of room & a large walk in shower, they are not cleaned every day but someone comes in each day to tidy etc. The pool area has plenty of sun beds, we went in the May half term but still managed to always get sunbeds. The pools are nice & warm & kept very clean. The food is absolutely fantastic, so much choice & freshly cooked as you wait, can not fault anything about the food at all. Great idea to have drink stations outside so you can help yourself to soft drinks & beer as & when you want it, any other kind of drink you just go to the bar for. The animation team worked very hard around the pool in the day to keep everyone entertained & were all very friendly towards the kids & adults. There were shows in the evening but we didn't catch these as we preferred to sit in a quieter area. All staff were really friendly & always acknowledged you. There were only a couple of little niggles, in the room there is a kettle & a coffee machine but no coffee/tea /sugar or milk, as a 4* hotel & going all inclusive I would have expected this in the room, also after using our mugs the cleaner took them away to clean them but did not return them to us so we didn't have any mugs for the next morning, we didn't notice this until late at night so couldn't get any, the following day we got more from the restaurant. Would definitely stay here again & definitely recommend to others.

Firstly I understand a lot of people love this hotel. Whilst there there was still a lot of people absolutely raving about the food, the facilities etc but all I can say this is my honest review coming as a family of 6 age ranges between 3 and 60s. Location The location is fine if you’re fairly able bodied. The Europa centre is about ten minutes walk up a very steep bank and the 705 steps down to the beach is steady. A tax ride back up is about 5 euros. We did this a number of times as the town is lovely with some well priced restaurants. Room Our room was a junior suite with sea view. The view was fantastic and the room was generally kept fairly clean. Our parents rooms door broke one day and it took them a long time to come and fix it but they did eventually. The air con is a bit odd. We found we couldn’t get it down to a reasonable temperature in the bedroom but then it was a bit cold in the lounge for the kids. Navigation around the hotel can be tricky at first as the lifts and floor numbers don’t always correspond but you soon work it out. Lift 10/11 is an issue for them apparently and has been known to drop small distances so I gather! We went in once but it simply didn’t work. Food This is where we start to differ from most. The food is generally well cooked although we did have some bits of raw red meat at times. Our main issue though was it was sooooo repetitive. It’s pretty much the same stuff every night and with it only being a fairly small buffet we soon got tired. As it was half term there was replenishment issues as well. One night in particular they seemed to be working at a snails pace and the pizza were just taking way too long to keep up with demand. Breakfast was generally good though and the pool bar for snacks is great (if you don’t mind the odd friendly pigeon!) Our kids loved the Whippy Ice Cream machine though. Drinks We had all inclusive drinks and they were good. The self serve beer takes some getting used to pouring and they served Johnny Walker whiskey and Gordon’s gin which was great. The cocktails were a bit like sugary fruity nothingness to me but each to their own. Facilities and pools Here is the big bone of contention with this hotel. The pools floors are incredibly slippy. Way worse than any hotel we’ve ever stayed at. Our little boy wore sea shoes but even when walking fell over on the first day. No major drama for him but then as the week went on we saw many kids slipping and sadly two older gentlemen were hospitalised due to bad falls. The water just doesn’t run away and they are like kitchen tiles. They just hold the water. There were a few complaints about it but all the hotel can do is mop it away a bit and put up yellow warning signs. For this reason above all others we wouldn’t come back here. Let’s also add to that (through no fault of their own) children pooed in the pool three times during our stay closing certain pools. Nothing the hotel can do about that but why they then choose to run the daytime activities out of the one remaining main pool was annoying as it left very little space for your general swimming. Positives though are there is one main pool that is always warm and the infinity pool is lovely and warm too. The other pools are good temperatures and the splash park is great for little ones. Of the other areas we never saw the evening entertainment because the hotel can’t cope with large capacities. There simply was no seats left come about 7.30. As the kids mini disco is at 7 you’d need to eat before that to stand any chance of getting one. The day time entertainment is a bit lacklustre compared to lots of hotels in our opinion. The 9-12 kids club just involves generally sporty activities around the pool / football pitch which wasn’t great for our 10 year old as he’s not into that kind of thing. Our youngest one wasn’t quite old enough for the mini kids club but so I gather it didn’t run every day anyway. The staff though were always friendly and good with the kids but we just felt they had one hand tied behind their backs with not having a proper club to work from. Checkout This is an annoying system. When you check out at midday they deactivate your wristband. This means you can’t get a drink from anywhere other than the manned bar by the restaurant as all the other machines work off you scanning your wristband. A real pain! Overall It’s a pretty hotel that surface level is absolutely fine. The views are amazing and most of the staff are lovely. We just felt there were way too many little gripes, the food too repetitive and the pool sides being too slippy to ever come back.

Just returned from a 2 week family holiday. We have been to this destination several times but first stay in this hotel. Hotel was very clean with hard working friendly staff. We stayed B&B, good choice of food and always hot. My grandchildren aged 11, 9 & 3 enjoyed the pools and entertainment. In particular the baby pool that was very safe and suitable. I was very alarmed at the extremely slippery floor around the main pool area that is totally unsafe. THIS IS NOT A NEW ISSUE. I spent the whole holiday on alert watching my family, anticipating a fall. Walking slowly was a risk!!!! We witnessed several falls and several ambulances and being called with one resulting in a very nasty head injury to an elderly man. Only for my son and his friend giving medical support I dread to think what may have happened to this man. He remains in ICU with 3 fractures to his skull with bleeds on the brain. It appeared the hotel had no standard operating procedure to deal with this situation. Nobody from the senior hotel staff have consulted with the family to ask how this man is or to offer support to the family!! Only a few hours later another man slipped and cracked his head, blood pouring from the wound. Only the pool attendant came to help with a first aid box then he was wheeled off. No blood spill kit used, just a mop and bucket and some spray then the bed left to be used again! The slippery floor issue and multiple accidents is all down to the inappropriate use of the incorrect tiles being used in wet areas. The porous tiles in the adults only section are appropriate and do not have the same slip risk. The baby area has blue Astro which makes it safer. Although I also observed people slipping coming off the slide when getting back on to the slippery tiles. My husband is a tiler and has been for more that 45 years and could not understand how the use of those tiles have been passed by building regulations and health and safety!! For the sake of everyone’s health the hotel needs to act NOW to prevent any further risk, injury or death. I hope the man in ICU makes a full recovery. I would not return to stay at this hotel again due to the unsafe flooring issue. I have stayed in other Servatur hotels close by with no slip risk like this. I do hope my review is taken seriously. It appeared the hotel had