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“The Resort ruined our experience!” 1 of 5 stars
Review of Hotel Riu Emerald Bay

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Hotel Riu Emerald Bay
3.5 of 5 Resort (All-Inclusive)   |   Av. Sabalo-Cerritos #3404 zona costera cerritos | Nuevo Mazatlán - Sinaloa, Mazatlan 82110, Mexico   |  
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Ranked #14 of 76 Hotels in Mazatlan
Edmonton
2 reviews
Reviews in 2 cities Reviews in 2 cities
15 helpful votes 15 helpful votes
“The Resort ruined our experience!”
1 of 5 stars Reviewed January 3, 2013

Where do I begin, if I could have given this resort less than a terrible review I would have! The positives are very few so I will list those first. Aesthetically the hotel is very nice! Beach is nice too but that's all for the positives. Wifi is available in the lobby for free but only for 1.5hr consecutively per day.

We found the food very poor, and it is the exact same thing every single day. The menu never changes! All three restaurants in the hotel were very mediocre as well, Mexican was the worst of the three (which you would expect to be the best). Two of the three were also buffet, just like the 24hr dining rooms.

Our room was nice, and located on the 7th floor, with a decent view of the ocean. Within minutes of being in the room we discovered a constant water leak from one of the ceiling vents in the bathroom. Front desk was called and maintenance sent up about an hour later(not in any rush). They fixed the leak and we moved on. A day later we discovered the wall actively collapsing within the bathroom that bordered that same vent with the leak. The tiles were separating and grout cracking, we were then relocated to another room on the 20th floor. The room was exactly the same but had a slightly better view of the ocean and resort. This room seemed not as clean as our previous room, and blood was discovered on our walls, which was never addressed when brought to the front desks attention. The next morning we were abruptly awoken by very loud banging that came from our bathroom. It turns out the plumbing was "knocking" and this happened every morning starting at 7am till about 9am. The wall within the shower of this room was also collapsing out. We mentioned the abrupt sound to the PR manager and was told it was construction and that no previous guests complained about it so it can’t be an ongoing issue. We proceeded to provided a video of the issue where she acknowledged it can’t be fixed and there was nothing they would do. They offered us no apologies or compensation for having to deal with ongoing issues in the first four days of our vacation. When asked for any compensation we were told they don't offer such things, this included no free wifi or even a room upgrade. She proceeded the let us know the best she can do was book reservations at the hotel restaurants for us, which was about three feet away. We had book them ourselves already in about 1 min flat. No understanding or sympathy was expressed at any point and we were made to feel we were being unreasonable. We had asked her for a business card where she left to get one and never actually returned(stood there for 10 min and she never had one brought to our room in the next 4 days we were there for). We proceeded to pass along the info to our Sunwing representation and were asked to make a written complaint. We did as requested and never heard back from anyone regarding it. To follow our lock on our room door malfunctioned and we were locked out of our room. Front desk was called and no one came for 45min. We hopped the balcony from the adjoining room to get in as no one seemed in a rush to help us. Once someone did arrive, he turned out to be a bell boy who we had to reiterate it was not a key issue it was the lock itself. He then left and maintenance returned awhile later to discover they can’t fix it. All in all at least 1.5hr have passed and they finally came to the conclusion it was faulty and that we needed to just leave our room door open until the next day when they could have someone else come and reprogram the lock. That was not an option we liked and had to express we did not want to leave our room with all our belongings unattended and open. We also did not want to be confined to our room. We had to relocate all our luggage and safe contents to the neighboring room which happen to be family members as they offered us no other solution. We truly could get over the issues and understand things inevitably happen but the lack of attentiveness, slow response and lack of care was a bit much to turn a blind eye to.

On top of the resort issues there was also a heavy local population in the resort which was very much favored by the resort staff. You were never served as promptly as they were nor helped as much. The pool bar was so dirty if was foaming on the sides. No drinks are brought to you at the pools or beach, you have to go to the bars always. Cleaning was not a huge priority, I was puked on at the pool and no one came to clean it up for the evening.

Off the resort was nice! Food was good and never had any issues. Too bad for Mazatlan we stayed at the Riu!

Room Tip: All rooms are Ocean view, some are just better than others.
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  • Stayed December 2012, traveled with family
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
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1,919 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (521)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Portuguese first
  • Spanish first
  • Any
English first
San Jose, California
1 review
7 helpful votes 7 helpful votes
1 of 5 stars Reviewed January 3, 2013

Let me start by saying, the beach area is nice and the server named Romundo (looks like Edmond Dontes) was great. Other than that this hotel was horrible!

1. Bed has plastic covering the mattress that you sleep on to keep you from messing up the mattress.

The mattress wasn't even comfortable (woke up sore every morning) not sure what they are trying to protect.

2. Linens smelled, and overall I was afraid to cover myself with.

3. Only restaurant I wanted to try was their mexican one and they couldn't get us reservations for any one of the four nights we were there.

4. I got food poisoning on the last night (new years eve dinner) I had at the resort.

5. The white wine is clearly watered down as was the vodka.


I think if you're in college this place is a good spot to get plastered and pick up on girls. If you're out of that phase and are ready for the finer things in life, you will be dissapointed.

  • Stayed December 2012, traveled solo
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Canada
Senior Reviewer
10 reviews 10 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
23 helpful votes 23 helpful votes
4 of 5 stars Reviewed January 3, 2013

We arrived on Christmas day and were very impressed with the quick check-in and our large, double balcony room. The grounds, pools and beach are pristine......just lovely.
I would rate this hotel a 4 star only. The food was rather repetitive and there was a real shortage of seafood until New Year's Eve. They put on an amazing seafood buffet.....there were other delicious looking items, but I just had the seafood.
Pedro who works in the buffet is amazing. Ask for him and you won't be disappointed. Please tip the staff.......they are so under paid.
Elizabeth at the front desk was awesome!
If you are looking for a clean, compact resort.......this is for you!

Room Tip: We had a honeymoon ocean-view suite on the 12th floor.........I highly recommend. We never had to wa...
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  • Stayed December 2012, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Toronto, Canada
Senior Contributor
26 reviews 26 reviews
9 hotel reviews
Reviews in 11 cities Reviews in 11 cities
25 helpful votes 25 helpful votes
5 of 5 stars Reviewed January 2, 2013

The service was impeccable. I never stayed in a Riu hotel before, but it really lives up to its 5 star reputation.
Food was good, lots of selection for breakfast, lunch & dinner. My only comments would be that the hot food could be hotter, knives could be sharper. A la cartes aren't too special, so if you miss them, don't worry about it. The Beach BBQ party and the Chef Seafood nights were excellent. I'm usually disappointed with meat/seafood dishes in the Caribbean, but it was surprisingly tasty here.
No late night station, which is disappointing. There is a fridge with sandwiches, nachos with cold cheese sauce and a microwave in the 24 hour bar. Really sucks for late night arrivals or snacking.
Its good for couples and families, I can't say I would recommend for singles..
We were there Dec 11-18 and it wasn't too crowded. Lots of beach chairs available on beach & pool area.
Airgun shooting and boogie boarding was free, and pretty fun.
I personally didn't take the bus to the city, but talked to those who have said it was easy to do, safe and they recommended it.
Definitely take a walk out to the market 15 minutes away. Prices are pretty much just as good as the market in the city.
Also, the massage place there... can't go wrong for $20CAD/hour!! I missed out on the restaurant there, but I've heard good things about it.
The money exchange is also better at the Golden Zone, but if you don't make your way out there, its not bad negotiating Canadian/American at the market... still better than the rates at the Hotel.
I'll definitely be back to Mazatlan!!

Room Tip: All the rooms face the ocean so I don't think it really mattered. We were on the 5th floor and v...
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  • Stayed December 2012, traveled with friends
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Burnaby
1 review
9 helpful votes 9 helpful votes
2 of 5 stars Reviewed December 30, 2012

The hotel does put in effort in cleanliness. The room had a great view and the bathroom was spacious...the food was good and the staff was always friendly and helpful. On the down side, the evening entertainment was down right pathetic! This was our 5th all-inclusive resort and we were very disappointed in the evening shows if they can be called that. They had karoake one night as the "show" plus two other evenings where the guests "entertained" the audience. On Christmas eve, they had 20 little kids up on stage, blindfolded, pinning the nose on the reindeer and that was the show folks! As for other activities, there was no kayaking or windsurfing at all, despite their website. There was nothing to do in the evenings, so all in all, it was poor value for what we'd paid. We will not return to a Riu hotel.

Room Tip: The elevators were very busy at times. We chosed a floor that wasn't so high up so that we coul...
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  • Stayed December 2012, traveled with family
    • 2 of 5 stars Value
    • 2 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Calgary
Senior Contributor
28 reviews 28 reviews
4 hotel reviews
Reviews in 14 cities Reviews in 14 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed December 29, 2012

Great x-mas holiday at the Riu. Very friendly staff and clean hotel. Buffet was one of the best we have been too. Mexican a la carte resturant was not very good, poor service. Stayed with the buffet the rest of the trip. Recommend the upgrade to the honeymoon suite little bigger room with double balconies. All rooms in this hotel have an ocean view which is nice. Read lots of reviews about rough ocean conditions and not being able to swim, however this is not the case. All ages of people were in the ocean while we were there. My wife an I felt very safe travelling by ourselves in Mazatlan, no issues everyone was very pleasent and helpful. Lots of Canadians around town as well. Would absolutly go back. Weather was excellent 30C + and blue sky. Travelled with Sunwing and the staff were also excellent.

Room Tip: Would recommend at leat to upgrade to the honeymoon suite. Minimal cost
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  • Stayed December 2012, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Abbotsford, Canada
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
18 helpful votes 18 helpful votes
5 of 5 stars Reviewed December 29, 2012

For everyone who is worried about traveling here, I must say that I always felt 100% safe at the hotel and during bus travel throughout the city. Yes as people mentioned, the buffet meals do not change much day to day but they already provide such a wide selection of food each time that there is really not much else they could add. Just eat from a different buffet section each time and voila its almost like its changed. Also people seem to be reviewing very negatively on the presence of locals at the hotel. Personally I found this very entertaining and met quite a few great people to talk to and practice spanish with. Really, if you don't want to see anyone mexican at a MEXICAN resort.... I suggest you just stay home. Why even bother leaving your house if you don't want to see different people and cultures? Also it really was not that busy during the weekends when locals arrived. There was still an abundance of empty beach chairs and private spots around the pool... so not sure what people are getting hyped up about. The workers were delightful and very polite. In fact they were in general more polite than some of my fellow Canadian travellers (which I found very shocking and unfortunate). Please realise that they are there to help you not serve you, they are still people so for goodness sakes say please and thank you. Be polite, throw them a smile, and throw in a tip here and there and you will find that they go out of their way to ensure you have all that you need. Disco music was not that great the night we went but they play some awesome music around the pools.

Room Tip: All rooms face the beach (which is a very smart design). So it really doesnt matter where you are, y...
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  • Stayed December 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hotel Riu Emerald Bay

Address: Av. Sabalo-Cerritos #3404 zona costera cerritos | Nuevo Mazatlán - Sinaloa, Mazatlan 82110, Mexico
Location: Mexico > Pacific Coast > Sinaloa > Mazatlan
Amenities:
Bar / Lounge Beach Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Top resorts Hotel in Mazatlan
#7 Spa Hotel in Mazatlan
#8 Romantic Hotel in Mazatlan
#11 On the Beach Hotel in Mazatlan
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Hotel Riu Emerald Bay 3.5*
Number of rooms: 716
Official Description (provided by the hotel):
* Opening summer 2009 * 12 km / 7.45 Miles from Mazatlan, overlooking the Pacific Ocean * Located on Playa Las Brujas beach * Complimentary sun loungers on the beach * 20-story main building * Surrounded by 13.500 M2 / 16.15 Sq. Yards of lush gardens * 10 km / 6.2 Miles from various shops * 12 km / 7.45 Miles from Mazatlan * 32 km / 19.87 Miles from the airport * Credit cards accepted: MasterCard, Amex, Visa ... more   less 
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Also Known As:
Riu Emerald Bay Mazatlan

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