Azaya Beach Resort

The beachside location is good, and the place has potential to be beautiful, with facilities available. But service was the biggest problem for us. There were too few people for housekeeping and food service, and nobody around the pool. When you're left waiting or can't get things you need, it's hard to understand paying 15k a night. Breakfast orders took a long time too. They need more staff and better service. I can't recommend it as things stand.

The water in the bath was visibly dirty, with dirt floating in it and the water turning brown. Staff saw it too, but treated it as normal hot water. They spent hours in our room trying to fix it, took up the whole day, then said this was how the hot water normally was and that there were no other rooms to move us to. I still can't understand how a place charging lakhs can justify this. I don't know how this is called a 5-star resort. We had booked four nights in Goa hoping to relax, and paid over a lakh rupees, but got poor service. Check-in was chaotic: the receptionist charged us without knowing what our package included, and we had to keep calling to ask. It felt as if they charged us and then ignored our requests. After my baby got hurt the next day, I asked for ice. They confirmed twice, but it never came. The staff were very slow and seemed least bothered. Even after we gave clear instructions several times, they messed up the baby food. The whole stay was really disappointing. I'd chosen this place near South Goa instead of Taj, and won't do that again.

The room temperature never fell below 28°C even with the AC set to 21°C, so we had to sleep with a noisy fan. The pool water was dirty, the gym wasn't working, and cleanliness across the property was poor. We also saw other guests arguing with staff about similar complaints. Restaurant service was extremely slow. We arrived at 14:45 for a family holiday, but despite the hotel being nearly empty, the room wasn't ready. The room we eventually got smelled awful, was unbearably hot, and had a broken centralized AC. It was old and worn inside, the entrance hadn't been swept in a long time, and the curtains were stained. We'd paid a significant amount, and the condition was spoiling our family vacation. The manager said there'd be no refund. We booked through MMT and raised the complaint there; only after escalating did staff offer an upgrade, and even that wasn't satisfactory. I strongly advise against booking. The pictures on the hotel's website don't reflect the actual condition.

The place may be well built, but it clearly isn't being maintained, and nobody seemed bothered about customer service or our complaints. For us it was a complete waste of money, and I wouldn't even call it a star hotel. We were there for five days and could hardly find variety because most menu items weren't available. The beach restaurant wasn't operating, and the beach beds were so unclean and neglected that sitting there was impossible. The pool was filthy, with what looked like a mug in the water. The bathrooms were in horrible shape, and there were mosquitoes and fruit flies in the rooms. Room cleaning was just as frustrating. Towels and toiletries weren't replenished, and for the first two days we waited two hours for towels after complaining that room service had taken them. There was an ironing board but no iron. The hair dryer was there on day one, then disappeared on day two and never came back. We reached at 3 pm and waited until 4:30 for check-in, only to be told the room still wasn't ready and we'd have to wait another 45 minutes. When we asked for a refund, they refused because we'd booked through an agent. The first room they showed us had hair on the sofa and bed, a white carpet that had turned black, and no working AC. We refused it. After our travel agent argued for a refund, they upgraded us but still wouldn't refund us. There wasn't even a reception at the entrance or lobby. Worst hotel stay I've had, from start to finish.