Servatur Puerto Azul Hotel — Hotel in Mogán

We stayed at Servatur Puerto Azul from the 1st-12th of September. We had a great holiday here with a few little niggles in between. ||The hotel is roughly about 1 hour from the airport. We arrived quite late on but were given a little box of sandwiches and small cakes. There is a small tourist tax fee which is paid upon arrival. Staff were helpful enough on the desk and marked where our room was on a map. We stayed in 1708 so was easily accessible from the reception lift. Wrist bands are given which has the key to your room and also activates the all inclusive draft drinks - this is such a convenient touch. The hallway to our room looked a bit unclean at first, with a pile of cups and bowls which was added to daily and not moved until the following week. There were often bin bags left in this area which in the heat started to smell. ||First impressions of the room were good. We paid for a top floor sea view and this didn’t disappoint - the views were incredible and got a perfect view of the sunrise every morning. Room was spacious with a separate bedroom, bathroom, kitchen with all the necessary appliances and living area. TV had Netflix and YouTube. Room was cleaned everyday to an acceptable standard. Wardrobe however just had that holiday smell of other people’s clothes. The balcony is such a good size and the sun-beds included on the balcony were handy when you wanted some quiet time. ||The lift system is a bit odd, with I think 3 or 4 different lift areas. Ours was thankfully easy to navigate between the room and pool/reception areas, but this hotel is like a maze and if you’re staying a bit closer to the middle of the hotel I can see where it can be quite confusing. Some areas are not well lit at all and this would be off putting to us had we had a room here. The maps don’t make a lot of sense either. But once you figure it out it should be fine. ||There are 6 pools at this hotel and didn’t have any issues in getting sun beds (possibly due to going out of season?). Be advised the pool area is very slippy. We didn’t ever really sit near the main pool but there were always available beds. We sat either on the top floor at the Panorama pool or the Horizon spa (both 18+ only) or near the infinity pool. You do however have to be up early to get a bed at the Horizon Spa as this can fill up quickly. All areas have drinks machines near them, and adults only area has a bar for alcoholic drinks. The adults only has a dipping pool with jacuzzi like jets and a great view of the sea. Downside here wasn’t the hotels fault, rather an unpleasant holiday maker who clearly thought he owned the area who consistently took the bed right next to the jets. God forbid you used them and splashed him, you’d be greeted with abuse. This man was particularly abusive towards Spanish visitors and honestly was off putting to sit there. Thankfully we didn’t need to encounter him too much. Otherwise this area is great for a bit peace and quiet as the main pool can be overrun by children and the animation team. ||Food in the main restaurant was tasty enough, but became a bit tedious by the end of the holiday as the same food is served every day. Nevertheless the options are good. Snack bar is ran between 12:15-5:15 ish, serving burgers, pizza, hot dogs amongst others and some desserts. The main restaurant had a good breakfast selection and dinner included Mediterranean, Mexican and Asian. The food is cooked in front of you as well. Due to the outdoor dining areas though, pigeons do manage to get into this area and would often eat off tables with left over food on them or come near your feet. Two of them flew through the restaurant one night as well. The outdoor seat cushions and flooring often have droppings on them as well which is a bit disgusting in an eating area. I understand this can’t often be helped but some tables lay dirty for a while so staff could’ve been quicker at fixing the problem. There are no bins or dirty cutlery areas or we would’ve moved our used dishes ourselves to prevent this. ||There is a Spar on sight which is cheap, fully stocked with everything you could need abroad and good for the odd bits especially seeing as water is not replenished in the room. The Gelato & Cafe within the hotel is also amazing with the best selection of ice cream flavours. Lotus is a must try! A tip would be to upgrade to All Inclusive Plus for drinks as the standard ones are just premixed cocktails. ||We used the Wellness Spa twice when we were away and these girls are so polite and friendly. We had two Swedish Massages which were incredible both times. You are able to use the spa facilities after your treatment, which had a hot tub and sauna and cushioned loungers. We were given a glass of fizz here which was a nice touch. ||The location of this hotel was ideal for us. Although situated at the top of Puerto Rico, taxis to the main areas only cost roughly 5€. There is plenty to do round about. Mogán mall is a great spot with good dining options and modern shops. Puerto Rico Shopping Centre is next to this with a McDonald’s, gift shops and other restaurants. We visited both a good few times. At the top of the road from the hotel is the Europa Centre, also filled with bars and restaurants and a pharmacy with the most helpful staff. Mogán is only a 20 mins drive away and is a must see, especially on a Friday for the markets.||Something that was massively off putting to us was that theft seemed to be a bit of a theme at this hotel. We didn’t actually encounter this, however my boyfriend got speaking to a couple who said they had money, sunglasses and their car keys stolen from their bags at the poolside. This made us really uneasy about leaving even the smallest of our belongings unattended. There are also some reviews online backing this and that staff aren’t interested. I cannot speak for the attitudes of any of the staff as anyone we did speak to was pleasant enough, and do seem to be working hard. Credit to the animation team, although we don’t have children you can see they work tirelessly to keep the kids entertained, as well as having adult activities round the pool during the day. Entertainment wasn’t really our taste but was nice to sit and have a drink on the outside patio at night. ||Overall this was a great stay despite a few set backs. All the main areas are modern and spacious. Although it is a family hotel we still enjoyed it as a young couple. The location massively contributed towards this as you aren’t far from anything outside the hotel. Going in early September probably helped as well as I can imagine this place can be extremely busy at peak times. The weather is still extremely warm at this time of year as well. We would recommend for both families and couples of all ages, and would definitely return...

Room (family limited seaview) was very spacious & had a lovely view. Separate bedroom with 2 twin beds pushed together which were comfy! A double bed in the lounge area with a sofa bed - Upon pulling the sofa bed out there was all dirt all over the mattress. The hotel is classed as newly renovated - rooms are showing signs of wear & tear…the shower had lots of mould. As others have commented, the cleaning could be improved. Outside our room in front of the lift was the same sticky spilt food which had been there since we arrived.

Food was absolutely fine … typical all inclusive & what we expected so no complaints here. Lots of choice & plenty of food being restocked frequently. Also a snack bar offering pizzas, burgers, hot dogs throughout the afternoon. The main issue here arises from the volume of people … it’s very busy at all times. No separate restaurants to book for an alternative.

Tropical beer which was ok, plenty of self serve stations with beer & soft drinks - self serve wine in the restaurant, all the wine comes from a pump. All drinks during meal times are self serve. Cocktails are pre made. Main problem is all drinks are served in small plastic cups, you are only allowed 3 drinks at a time at the bar. You can’t have a glass for a drink until 7pm - this might not be an issue for many but we enjoy a glass whilst having lunch. After 7pm you are allowed a glass but again everything is served in small glasses. I asked for a gin glass one evening to be told no. These were for non all inclusive guests paying for their drinks!

We booked the hotel knowing it was high up on a hill & hiring a car this wasn’t really an issue for us… we did take a stroll down to Puerto Rico one evening… the centre itself seems pretty run down & in all honesty a bit grotty! No real places in the evening for a nice drink unless you like dark shopping mall type bars. The walk back is 709 steep stairs & in the heat it’s a killer! In the opposite direction, 10 minute walk uphill is the europa centre, again a mall type place with a selection of grotty bars which wasn’t for us.

Puerto Rico in the daytime has some typical beach bars which are nice for a drink however most of these close in the evening.

SUNBEDS! Where to start here… we are not use to having to secure a sunbed at sunrise! Lots of sunbeds around the pool areas however by 8am most bed are already taken with towels this is something the hotel really needs to get a grip on as this is a BIG problem! The pool area itself was clean & the splash park was popular with the kids. The infinity pool has lovely views over puerto rico beach. DO NOT expect to be able to swim here. The pools are extremely busy! Don’t think I’ve ever stayed anywhere where it’s been so busy! Mainly with kids running around playing. Even in the infinity pool there was kids jumping in splashing around - as it’s so busy you cannot have any kind of inflatables in the pool areas. Adult only areas looks nice but we didn’t use these … however sunbed & towel situation was the same.

TOWELS! We were told that we could only change these once during our stay, there is signs at the towel point too however this doesn’t seem to be inforced.

Be aware pool areas are VERY slippy… the tiles look great but like ice once wet. We saw numerous people slip over.

No much going on in the daytime which was fine for us as we just like to sunbathe or go out and about site-seeing. Kids mini disco is pretty standard but starts early and aimed at the young toddlers. Night entertainment is pretty poor… we can’t really compare this to other hotels we’ve stayed in as we don’t usually stay for it however as the hotel is quite remote and not much going on outside we did watch a few nights and to be honest we ended up in bed by 10!! Sports area… one “football” pitch which in the evening gets soooo busy! It’s unstaffed so you have teenagers playing football with young kids running around… a disaster waiting to happen and on more than one occasion we saw younger kids being hit in the face with footballs being...

Please do NOT book this hotel! They do not know what customer service means. We arrived around midnight on 23 December (family with two children). Our holiday was a christmas gifts. Upon arrival at the hotel with got the schocking message: "Your reservation has been cancelled!" The night receptionist (nice, Dutch woman), did her best under the circumstances and after about an hour of waiting she had found out that our booking had been cancelled on 12 Dec by "someone", probably a mistake by an hotel employee. She managed to get us a preliminary room (No 4011 – in the «catacombs») where we could at least sleep. Further, she told us not to unpack, but to contact her daytime colleague at the reception the next morning to see if we could get the apartment we were supposed to have. I was optimistic as I went to see the receptionist on the morning of 24 Dec., but the day receptionist did her best to push the responsibility on our travel operator. She said that, anyway, it would be impossible to do something on that day due to limited cleaning staff. She told me to come back on 25 Dec around 9 in the morning. Disappointed and angry as I was I then contacted the travel operator. They also tried talking with the receptionist as our travel operator had our reservation in their system. I put on my alarmclock on the morning of 25 Dec to go talking to your receptionist and the travel operator again. No luck! I had contact again with the travel operator late on the same afternoon. You/the hotel took no responsibility for the accidental cancellation! Your receptionist on the 25 Dec even said that our reservation was never cancelled and that our preliminary apartement was the one we were supposed to have! IT WAS DEFINITELY NOT! Shame on you! It is common knowledge that the staff is a mirror of the management. The situation was that we were still preliminary located in one of your worst apartments. Our travel operator then took responsibility and paid for our «upgrade» (even though we had booked and paid for a better category in the first place. They asked the receptionist to give us a better apartment. Now the receptionist repeated what we had already heard before: «It would be impossible to do something on that day (25th) or the next day (26th) due to limited cleaning staff!» It would be possible on Wednesday 27th. Then I decided to write an email to the hotel management (Managing Director/President/Guest Relations Manager with copies to the hotel chain Servatur and our travel operator (the main office in Norway). I never got an answer from the management, only from my travel operator. At least it was suddenly possible to move to a better located (and clean) apartment the afternoon of the 26 Dec. We never got an excuse and nothing for our troubles. We were the ones suffering and not getting what we hat paid for. And even being treated like «dirt» by the receptionists. They did not care at all! It would have been no trouble for you to give us a real upgrade. At least then we would have felt like you cared. The hotel management’s lack of responsibility for the satisfaction of your customers ruined the first 4 days of our holiday! I would like to add that your restaurant staff and cleaning staff and other employees on that level were friendly and helpful. However, the hot food was sometimes cold. The red wine also sometimes cold and the coffee in the restaurant quite bad. Oh, not to forget all the sunbeds around the swimmingpool area which were occupied by towels as of 9 o’clock in the morning. You should do something about that as well! The jaccuzi was nice – especially the view. The apartments are dated, but clean (except 4011 in the «basement»). They are renovating, and that makes some noice during daytime. As a last thing: When we came back from breakfast on our last day in the hotel, our keycards were deactivated! Apparently the hotel had decided that we had already left at 10 in the morning, but the check-out time is at 12! Luckily, there are plenty of other hotels in Puerto...