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!
- Also Known As:
- Riu Emerald Bay Mazatlan
- Riu Emerald Bay Hotel
- 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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