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“We love the resorts, but restaurant service is poor.” 4 of 5 stars
Review of Pueblo Bonito Emerald Bay

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Pueblo Bonito Emerald Bay
4.0 of 5 Hotel   |   Ave Ernesto Coppel Campana 201 | Camino Al Delfin, Mazatlan 82110, Mexico   |  
Hotel amenities
Ranked #5 of 75 hotels in Mazatlan
Coeur d'Alene
14 reviews 14 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
13 helpful votes 13 helpful votes
“We love the resorts, but restaurant service is poor.”
4 of 5 stars Reviewed May 24, 2011

We've been to PBEB several times. We love the resort; it is always clean and well maintained. It's a beautiful property.

The pool service has declined dramatically over the last couple of years. It will usually take about an hour to receive your food bill. This year, we decided we were done with pool service when it took 20 minutes to receive drinks and 50 minutes to receive chips and salsa. Generally speaking, people prefer to have their food and drink at the same time. We had to chase them down for the bill. Again. Sadly, this is the level of service one should expect... it's not just an unfortunate exception.

The La Cordelier is not much of an exception. My husband still is "teasing" me about my $35 scrambled eggs. The Sunday brunch is different than the other days of the week...it's not $150 pesos. Alas. That was some expensive eggs and chilequiles. In addition, the place is absolutely overrun with birds. There is bird poop everywhere. It must be unsanitary. We won't return to the La Cordelier.

We were there for two weeks. Everything else about our stay was fantastic. We'll return to the resort. The spa is one of my absolute favorite amenities! Not only are there services available for a fee, there is a wonderful hydrotherapy circuit. It feels like a bath from the inside out. SO refreshing! DO the cold plunge! The first time is difficult, but once you get into the heated pool, it's so worth it, and so much easier to make several trips back and forth.

Dial up internet is available in the rooms, wireless is only available near the Deli. They have (dreadful, ancient) computers available for a fee (which is great in a pinch...my computer crashed, and at least they were available) at the deli as well.

Ask for your preferred location in advance. If you know a general area of where you'd like to be, they will try to accomodate. We did, and were located exactly where we asked to be. :)

Room Tip: Call a couple of months in advance.
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  • Stayed May 2011, traveled as a couple
    • 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
    • 2 of 5 stars Service
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1,057 people have reviewed this hotel

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (236)
Date | Rating
  • English first
  • German first
  • Spanish first
  • Any
English first
Vancouver, Canada
1 review
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed May 24, 2011

Stayed at the PB Emerald Bay with my husband and 9 year old son May 14th -21st. Arrived at the hotel at 1.45 (ride from the airport 45minutes) started to check in and did not like the building they were going to put us in (close to the main pool) we asked for a building further back. This took 1hour and 45min. the hotel was only 30 % full. We were told another room was not ready so we sat and waited. They did not even offer us refreshments while we sat there. We got to our room at 3.45. We ended up in the olas atlas building, on the 2nd floor. The room was big, nice kitchen with microwave, stove top, toaster, coffee maker, fridge/freezer, everything you need. The view was not bad. the room was very quite (except for the air conditioner) . The shuttle bus is a10min ride to the PB Mazatlan you can book anytime I would recommend you book in advance as it can get full. The PB Mazatlan is an older hotel with a very small pool, it is on the beach. Had a funny smell in the lobby. From this hotel you can get a taxi to the golden zone or to down town Mazatlan. We took a cab from hear to the mega supermarket the driver waited for us at the Mega store and drove us back to the PB Emerald Bay. The trip cost us $14 not a bad price (set the price before you go). PB Emerald Bay has two small stores they are very expensive. Watch out for the dates on the food, they were selling bread that was a week old, $2 for a cup of coffee. The hotel has two restaurants the bistro was very good we ate there twice a little expensive. The other restaurant was very expensive we went on the last day for the BF buffet it is $15/person When it came time to pay they said my son was free (wish we had known this before) You just don't get information in this hotel. There is a restaurant down by the pool, we ate at a few times the pizza was good we had smocked marlin tacos they were good but not much smocked marlin in the fill. We ate at fat fish in town it was ok we ate at our favorite Pancho at the beach they have opened another restaurant opposite PB Mazatlan so you can take the shuttle and eat there. The food is excellent. Now I will talk about the hotel. This hotel has gorgeous grounds full of birds and flowers and kept very clean. We did not mind the walk to the pools which by the way are super they have an adulds only pool as well. The beach is fantastic except you can't swim because of the under tow. If you walk to the right of the hotel the beach goes on for miles. Never had a problem finding a chair at the pool or beach. The thing with this hotel, it just does not feel mexican it is hard to explain there is something missing. I feel there is a lack of communication as you never know what is going on. We had to ask for a map of the hotel to find our way around. Children's activities are non existend $13/hour for the kids club it was closed every time we passed it. Not much going on at the main pool either vollyball, movie trivia. Nothing much going on at night, very quite. The spa and gym is supposed to be good I went to have a look one afternoon but did not get passed the front door they said it was closed so I did not bother going back. This hotel has no atmosphere I think they are catering to older people without children. Yes it has lovely grounds and relaxing, but very boring. We went in to the El Cid Castilla one night to do some shopping (we stayed there last year) fantastic shops and hotel. PB Emerald Bay needs to get better shops and more stuff to do. Make the resort more kid friendly The location is beautiful and the rooms are nice that is about all it has going for it.

Stayed May 2011, traveled with family
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15 reviews 15 reviews
7 hotel reviews
Reviews in 8 cities Reviews in 8 cities
16 helpful votes 16 helpful votes
5 of 5 stars Reviewed May 20, 2011

The resort exceeded our expections. We were looking for a place to just relax all week and this was perfect.
If your looking for nightlife or entertainment this isn't for you.

The pools and grounds are beautiful and the beach is private so nobody bothers you. Will definitely return.

  • Stayed May 2011, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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.
PBEmeraldBay, Marketing at Pueblo Bonito Emerald Bay, responded to this review, May 26, 2011
Dear rleaz,

Thank you very much for leaving your review. We are very pleased to read that you enjoyed the relaxing environment and beautiful surroundings that make Emerald Bay so special. We look forward to giving you another great experience!

Best Regards,

Pueblo Bonito Resorts & Spas
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Longmont, Colorado
13 reviews 13 reviews
9 hotel reviews
Reviews in 8 cities Reviews in 8 cities
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed May 14, 2011

We went to this resort with an RCI exchange. Having stayed at Mayan resorts on my previous trip to Mexico, I was expecting a similar level of quality, but we were a little disappointed. The resort shuttle from the airport to the hotel was overfilled, hot, and uncomfortable, though it was easy to find and convenient to not have to deal with taxis etc. It is a good 30 minute drive at least to the resort, as the resort is pretty remote. The entrance to the resort is nice, and check-in was fairly quick and easy. The resort is spread out! We were in the farthest building from the entrance - which made for a lot of walking. We were ok with this, but some people may not enjoy having to walk for 10 minutes to get to anything. The grounds are well-kept, with nice walking paths - but at our building, everything just stopped - they must still be in the process of building. . There was a great restaurant near our room, with a quiet pool, but we spent most of our time at the main pool in the middle of the resort. Service at the pools was pretty poor - there were not enough servers for the number of people at the pool, and we often had to wait a long time for drinks or to get the bill. We did find that if we tipped well, the service got a lot better! :-) There is no internet service at the pool area, though you can get it in your rooms, and there is a hot spot near the little grocery store. Internet was ok if you don't need high speed. We tried to skype on Christmas, and it was not a fast enough connection to be able to really talk much.
The rooms were ok - we had a junior suite with a balcony. It is one room with a kitchenette, and the balcony just had 2 reclining chairs(no hot tube). The kitchenette is convenient, but not very roomy. We were on the second floor in the building farthest from the ocean - which meant that we didn't have the best view because there was a building right in front of us. They would not move our room, even though it seemed like there were a lot of vacancies.
Our first day at the resort, we took a taxi to town, and went to get groceries at a grocery store. The taxi driver waited for an hour for us, gave us a mini-tour of Mazatlán, took us by Starbucks, and back to the hotel. I think we paid him about $40 - and we were able to get alcohol and food for the whole week we were there. I would definitely recommend doing that if you are not wanting to eat the resort food all week - I do speak Spanish, so that obviously made it a lot easier. We did enjoy most of the food we had at the resort - especially the ceviche at the pool and the restaurant at the far end - I can't remember the name of it right now, but it is at the FAR south side of the resort.
I do think that the gym and Spa are a strength of this resort, as well as the sister resort in Mazatlán, and the free shuttle to get to town. The gym is a nice size, with nice machines, and it has an up-scale feel to it. The Spa is great - and totally worth the price. Very calming and a wonderful atmosphere. There are several different types of showers, a nice hot pool, a very stimulating cold pool, and a few other amenities. On Christmas day I did one of the Spa packages that the resort offers - it was a massage, body scrub, and pedicure. The therapists were very professional, and it was a very nice couple of hours. Definitely recommend the Spa and gym. The sister resort in Mazatlán is also a really nice opportunity to take advantage of. It is less formal, but has more character. If you are looking for activities and actually doing stuff while you are in Mazatlán, you should check it out. You can actually hit the happy hour at Emerald Bay, jump on the shuttle and then hit the happy hour at the Mazatlán resort - if you enjoy drinks. :-) The Mazatlán resort is right on a busy beach, with parasailing, etc. - just a lot more action going on. The shuttle to get into town from Emerald Bay is really nice - just have to make sure you get your tickets ahead of time, and that you aren't late - it keeps to a pretty good schedule. If you miss it - you have to wait for the next one, or take a taxi. The shuttle also returns back to the hotel.
We had the Sunday Brunch on our last morning before leaving - it was pretty amazing. There is a ton of food - seafood, mexican food, fruits, etc. and mimosas. A little pricey, but worth it.
Overall, we had a good week, but the position of our room, the location of the hotel, and the the service are some of the reasons we will not return. With all of the really amazing resorts out there, this one was ok for a week, but not a place to return to again and again. I have to admit that we did not like Mazatlán very much either (I have lived and traveled extensively in other parts of Mexico, and love the country and almost all of the places I have been) so that probably affects our view of the hotel as well. Mazatlán is very spread out, and getting around takes a long time with construction and traffic.
Hope the review is helpful!

Room Tip: Ask for a room closer to the center of the hotel
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  • Stayed December 2010, traveled as a couple
    • 3 of 5 stars Value
    • 2 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 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.
Murphys, California
Senior Contributor
26 reviews 26 reviews
9 hotel reviews
Reviews in 8 cities Reviews in 8 cities
18 helpful votes 18 helpful votes
5 of 5 stars Reviewed May 10, 2011

We have been owners at EB for ~10 years. The facilities are well maintained and the staff is great. Recently they have made some changes that may have negative impacts. They are now offering all-inclusive options for food and beverage. This is good for the customer but not the employees. Under this new system EB gives a very small portion of the daily fee to ALL of the employees. those employees that have been standouts and would normally get 15-18 % are most likely getting about 5% unless the customer adds more to the all-inclussive tab. The Mexican Night is still advertised as a major production as presented on the hotel TV presentations but in fact there is only one Mariachi group and the dancers and artists of the past and as presented on the PROMO are gone. If you have a Spanish surname, be cautious. We have had our credit card number stolen three time time and this year we went all cash. A year ago, we just had made the airport shuttle reservation through Pueblo Bonito Travel and its was stolen before we left the US! Worst was that we have never heard back to our complaints and this last trip, we did not get contacted by any of the hotel operations staff to discuss this matter.

Room Tip: Good luck. You get what is available regardless.
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  • Stayed May 2011, traveled with friends
    • 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 1
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Top Contributor
96 reviews 96 reviews
16 hotel reviews
Reviews in 31 cities Reviews in 31 cities
44 helpful votes 44 helpful votes
4 of 5 stars Reviewed May 10, 2011

This was our 4th time to Emerald Bay and it was just as wonderful as previous visits. We brought another couple who loved it as well. We did love the new pool outside the Bistro - no kids! Everyone was keen to provide great service. Call to maintenance had someone to our room immediately. A call to the manager regarding the police stopping our car while we were out for dinner (the transit policeman was very nice but he did not speak English and our Spanish was limited!) was returned very quickly and the manager was very helpful. We carried our phone and the number to the hotel with us on each trip afterward as the hotel was there to assist us. Felt VERY safe during our entire trip. Loved going to Old Mazatlan. Also enjoyed our days and evenings on property. Another excellent trip to Mexico!

Room Tip: ask if you want internet connection in your room
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  • Stayed May 2011, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Golden, CO
19 reviews 19 reviews
8 hotel reviews
Reviews in 14 cities Reviews in 14 cities
24 helpful votes 24 helpful votes
2 of 5 stars Reviewed May 8, 2011

We have been going to PBEB at least once a year, for the past 7 years. We have always enjoyed this property, however, this time we encountered a horrendous timeshare agent by the name of Gina. We checked in and were ushered over to Gina's desk. She was flanked by 2 other agents. She told us that if we agreed to take the timeshare tour the following morning, we would be rewarded with $150 in resort credit. We were on the all inclusive plan, so had no need for it. Gina said that she would give us $150 toward the zipline tour if we agreed to the tour. One of the other agents tried to correct her, but Gina spoke over her. That should have been our first clue. We have never done the zipline tour in Mazatlan, and $150 would just about cover the entire tour, so we flet it was worth our time. We were escorted to our suite and went down to the pool for lunch and cocktails. My husband perused the brochure that Gina had given us, and there was nothing in it about the zipline tour. He used the cabana phone to call Gina, and she would not take his call. My husband went to the lobby to ask Gina about it and she became rude and defensive. Even the agent beside her corrected her when she tried pass off what she had previously told us as the truth. My husband said we would like to cancel the timeshare tour, but Gina became enraged. He asked to speak to her supervisor, but Gina said that she reported to herself and nobody else. We asked if she could just book the zipline tour for us and we would pay for all of it, and Gina added $20 to the published price of the zipline tour. I wonder how the zipline tour people feel about that. It was obvious we were getting nowhere with this woman. Her fellow agents were visibly embarrassed by her actions. Why would PBEB allow someone like this to represent their property? And she answers to nobody at the resort? We ended up booking our zipline tour, directly through the zipline people. We decided we were not going to let one nasty experience interfere with the rest of our vacation. Aside from our run in with Gina, our trip was as pleasant as the previous 8 experiences. Just beware.

  • Stayed April 2011
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Pueblo Bonito Emerald Bay

Address: Ave Ernesto Coppel Campana 201 | Camino Al Delfin, Mazatlan 82110, Mexico
Location: Mexico > Pacific Coast > Sinaloa > Mazatlan
Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Romantic Hotel in Mazatlan
#2 Luxury Hotel in Mazatlan
#4 Spa Hotel in Mazatlan
#4 On the Beach Hotel in Mazatlan
#8 Family Hotel in Mazatlan
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Pueblo Bonito Emerald Bay 4*
Official Description (provided by the hotel):
Each suite comes with a panoramic ocean view from your private balcony and has amenities like outdoor Jacuzzis, a beauty salon with mini-spa and tennis courts nearby. Relax below 150-year-old mangroves that surround a free-form pool and stroll the shoreline by the bay. Located next world famous sport fishing waters, golf courses, and the Gold Zone, you can enjoy any number of nearby activities on both land and water. ... more   less 
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Also Known As:
Pueblo Bonito Emerald Bay Hotel Mazatlan
Mazatlan Emerald Bay
Pueblo Bonito Emerald Bay Mazatlan
Emerald Bay Mazatlan

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