Puerto Azul

I couldn't have written better, than what Caiden wrote on the 15th July 2026. Sorry, won't be going back. Riu Hotels we are coming back.

Just finished our stay at here. From start to finish we had a brilliant experience. Rooms are spacious and clean, retaurant always busy but plenty tables and we didn't had to queue for. Food is freshly cooked and there are many options to choose from. In the pools area you have enough sunbeds, no need to reserve early morning you can find space even later. Big up for the entertainment team, they work hard every day to keep everyone active with lots of activities. My only complain will be about the AI alcoholic drinks so my advice is to upgrade to AI+ so you can have proper cocktails. We choose not to and paid for, 6 euros for a Mojito or any cocktail is not a lot. Overall i will highly recommend this hotel, it was one of the best experience we had in a AI holiday.

I recently stayed at Servatur Puerto Azul with my family and unfortunately, it was one of the most disappointing hotel experiences we’ve had.

To start with, our room wasn’t ready when we arrived, despite us checking in at the expected time. After travelling, all we wanted to do was unpack and relax, but instead we were left waiting with very little communication or apology from the staff. It wasn’t a great first impression.

The lifts were another major issue throughout our stay. They seemed to be constantly breaking down, which was incredibly frustrating. With such a large hotel, this meant long queues and. For guests with children, luggage,or mobility issues, this would be an even bigger problem. they couldn’t even bother to ask if we’d like help with our suitcases, which is usually expected at hotels.

One of the biggest concerns was the restaurant. There were pigeons flying around and walking near the food areas, which was completely unacceptable from a hygiene perspective. Watching birds inside a dining area while people were trying to eat was unpleasant and made us question the hotel’s cleanliness standards. This is something that should be addressed immediately.

The staff also left a lot to be desired. Most of the staff we dealt with seemed uninterested in helping guests. Whenever we had questions or raised concerns, we felt like we were being brushed off rather than listened to. Good customer service can make up for other issues, but unfortunately that wasn’t the case here. We felt like the staff simply didn’t want anything to do with us.

To be fair, not everything about the hotel was bad. The food was actually very good, with a decent variety at each meal, and we generally enjoyed what was on offer. The entertainment team also did a great job. They worked hard to keep guests entertained throughout the day and evening, and they were one of the few highlights of our stay.

It’s a real shame because the hotel has potential, but the poor organisation, unreliable lifts, lack of customer service, and the issue with pigeons in the restaurant completely overshadowed the positives. While the food and entertainment were enjoyable, they weren’t enough to make up for the overall experience.

Sadly, I wouldn’t return to Servatur Puerto Azul or recommend it to others unless significant improvements are made. I hope management takes guest feedback seriously, as this hotel could be much better with proper maintenance, improved hygiene, better organisation, and staff who are willing to help their guests. Thank you to the staff who did bother addressing us when needed.