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“Beautiful Resort!!”

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Pueblo Bonito Emerald Bay
Ranked #2 of 81 Hotels in Mazatlan
Certificate of Excellence
Minneapolis, Minnesota
Level Contributor
113 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 97 helpful votes
“Beautiful Resort!!”
5 of 5 bubbles Reviewed January 18, 2013

I came down for a short time and returned yesterday. The staff was warm and welcoming. Grounds are beautiful and well taken care of.

It was unusually cold but enjoyed warming up in the outdoor and spa hot tubs. While there, met a whole lot of people from Canada who were very nice!

Definitely, make use of the tours that are offered where you are picked up at the hotel! I really recommend the Zip Line Canopy tour, and the tour to Stone Island. They are worth the money.

The view from my balcony was stunning!The room needs updating on the software (new bedspreads, pillows, etc.). But other than that it was a perfect stay!

Thanks Pueblo Bonito Emerald Bay!

Room Tip: Get a room close to the reception area....then you do not have to walk too much!
See more room tips
  • Stayed January 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank JeanieJ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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2,856 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (467)
Date | Rating
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English first
Berkeley, California
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
5 of 5 bubbles Reviewed January 11, 2013

My husband and I have been owners since our first trip to PBEB in 2005. The salesman was right, it's an investment in leisure. My husband has a very stressful job and needs a place to recharge and relax. This is the place. The grounds are beautiful with well-tended gardens and fountains. The swim-up bar is fun and a good meeting place with other laid-back souls. The food is getting better every year as they learn what us Americans like to eat. We have never gotten sick. I love the gym and the pilates classes (I am usually the only attendee so I get special attention.) I love walking on the beach, reading my books, sketching and watercoloring. This May will be the third time I am bringing my mother along. She is 86 years old. It feels safe for all of us. I can't wait to bring my grandchild.

  • Stayed May 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Suzi5245
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mayra P, General Manager at Pueblo Bonito Emerald Bay, responded to this review, January 15, 2013
Dear Suzi,

We are so glad to hear our resort it's a place for you and your family to come and relax, also that you enjoyed the food and your stay in Pueblo Bonito Emerald Bay.

We'll be more than happy to have you and your mother back again anytime soon.

Sincerely,

Roberto Tussi, GM
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Edmonton, Canada
Level Contributor
54 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 125 helpful votes
4 of 5 bubbles Reviewed January 11, 2013

We just returned from a one week stay in the Villa's with 2 other couples and had a pleasant and relaxing week. We prearranged a private transfer to the hotel and again from hotel to airport. He also stopped on our way to the resort for 1 hour at Soriana so we could get some groceries for the week. The cost was 250.00 U.S.
Check in was smooth and efficient but our villa wasn't ready for about an hour so they took all our groceries a head and even put them away for us while we went down to the pool area and had drinks and a bite to eat. When our room was ready they came for us and took us to the villa which is a bit of a hike from the main hotel area. We were around the otherside of the future golf course so didn't get morning sun until about 11 am and it was a bit chilly and windy most days until the sun came around.
At check in they did try very hard to get us to come to breakfast the next morning for an information session. At one point we said sure just to get them to stop pestering us but then they said they would need 20.00 deposit per person which we would get back when we showed up and also an in print of our credit cards. We told them that wasn't going to happen. Eventually they told us to just show up the next morning if we wanted and they would give us a 200.00 resort credit per couple for 90 minutes of our time. We opted to not do the all inclusive as we have been to Mazatlan several times and enjoy going out to dine. Anyways we decided the next morning to go even though none of us was interested in purchasing a timeshare which we told them from the start and they seemed fine with that. I really had to keep the timeshare person on schedule as we could see that 90 minutes was really going to be more like 150 minutes. We got out after 120 minutes and collected out 600.00 worth of credits.

Our villa was beautiful with 1 huge master suite and 2 smaller bdrms that both had their own bathrooms. The kitchen was huge with most everything you need to cook a meal. We ate out every night but had breafast and some lunches at the villa. We had our own heated pool and hot tub with a large patio, loungers and dinning table outside. It was great to just lay around during the day relaxing, swimming and enjoying the solitude of the area. The maid came in daily to clean and we always had plenty of fresh towels for the pool and bathrooms. If we wanted to go anywhere we just called a head for a cart to pick us up and that service was excellent. We only went to the main pool and hotel area a couple times as it was a bit chilly and very windy during the day. The pool was huge and one of the nicest i have seen with lots of loungers. Pool service for drinks was excellent but food service at the pool was slow and just so so for taste. We ate one night at the resort and the food was good as was the service. We did one breakfast from the menu and it was also very good and service was excellent. A few nights after we returned from our dinners out we went into the lounge for drinks and enjoyed some live music. I enjoyed the spa it was beautiful.

The grounds of the resort were kept up nicely and always saw plenty of staff working hard to make it so nice. The front desk staff were very informative and always pleasant. All the staff we encountered during our week were pleasant, friendly and smiling when greeted. We took the bus shuttle into town a couple times and that was convenient otherwise we always called for a small truck to take us in for dinners and back. We dined at some fabulous restaurants, shopped and enjoyed the beach in the golden zone. I would have to say that since our last visit 5 years ago it was sad to see so many shops closed down and so little tourists in the area. I have always loved Mazatlan and will defiantly return some time again. This resort is a far ways out but with a large group and having the villa it seemed to fit everyones needs. If it was just my husband and i then we would prefer to stay more in the golden zone area. I noticed on their website that the prices for various rooms here were a bit expensive considering you then have to pay extra for the all inclusive. You have an option to do a 3 day all inclusive if you like but i wouldn't do the whole week as there are just to many fabulous dinning options around the area and not to take advantage of that would be missing out on the Mazatlan experience. The price listed for the 3 bdrm villa in January was just over 1400.00 U.S. per night. I would never pay this!!! You could rent a nice house with a pool for much less. A friend of ours gave us a week free in his villa so we couldn't turn it down. Overall is was a very nice resort, a bit pricy if you are paying the going rate but if you want that large resort feel then this place is probably the nicest in Mazatlan. It has lots of ammenities but i still found the value for what you would pay was poor.

  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank 4_the_record
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tucson, Arizona, United States
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
3 of 5 bubbles Reviewed January 9, 2013

I have been meaning to write a review for quite sometime. We have been owners since the begining. The folage (bushes tree's etc) are all over grown. Growing onto the sidewalk areas, growing onto the patios etc. I personally got their knife and on the second floor started cutting limbs from the window area of the kitchen area to have a better view. The sheets are know longer changed daily as well as we did not receive any candy at night and the beds were not turned down nightly due to lack of staffing. Know more swans or pretty towel decorations. At the towel counters we got our own towels. Especially at the Adult pool. We were on our own. The covers on the couch and chairs (blue) after 14-15 years needs to be changed out. Too many people on those couches and chairs for to long and difinately needs changed.Inside units showing its age. Caulking inside tubs etc are yellow/cracking etc. We found a a VERY large roach in our kitchen drawer that I chased for 2 days until he found his resting place. Coffe Pot not working etc. A lovely place. Just needs to be refurbished. Badly. The first ten buildings built needs an over haul. With Maintenance Fee's climbing Owner's need to see progress. Lots of wear and tear. Do we love Emerald Bay ? Yes.

  • Stayed November 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank mskcunningham
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Washington State
Level Contributor
24 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
2 of 5 bubbles Reviewed January 6, 2013

I am sad to say this trip was a disappointment.
1. Three of five got sick and spent several days shut in the room. From the symptoms we say food poisoning. Having purchased the all inclusive and only eating at the resort it must be their food. So to add to the disappointment of spending vacation in bed & bathroom in pain, is the thought of spending money for all inclusive that is not being used by some... for days. And then finding out that room service is not included in the owners price for all inclusive. Having sick people that think they are getting better and want to try eating something, in the comfort of our room, and having to pay for it on top of the cost of all inclusive is a slap in the face. And others are not allowed to go order at a restaurant and get it to go for them. What a rip off!
2. The maid did not leave the usual extra t.p. roll on the toilet tanks (3 bathrooms) one crucial day so I had to go off seeking them out for more t.p.
3. Laundry could not keep up with towel use so we couldn't get more than 1 wash cloth for 5 people- two days in a row. Really?!
4. Employees in general do not seem happy or concerned with serving or providing for the guests. Some were rude. Some just gave real poor service. Some ignored the fact that we were at the pool without anyone taking our drink order. We had to go ask to be served.
5. In general we all felt that we were treated differently than previous trips by wait staff and wonder if it is due to the all inclusive plan/bracelet. Do they get tipped as stated in that plan? We also added tips to most every slip since it was the holiday week and we like to be generous to those having to work instead of being with their family.
6. Info about the cart system to move around the property indicated we did not need to call for a ride but wait on the path as the cart moves continuously back and forth. However, the empty cart driver told us he couldn't take us as he was going to get someone who had called for the cart. Told us to wait for him to come around again. What?! We walked instead, in the rain one day.
7. Using the sofa bed each night, we found one night at 10pm that the sheets for that bed had been taken but not replaced. So we called and waited for someone to bring more sheets.
8. Along with #7, when originally calling for bedding for the sofa bed we received sheets and one thin blanket. Since that didn't keep my daughter warm I gave up my bedspread. I hoped I would get another one on my bed the next day, never did.
9. While it is stated that pool chairs are not to be saved, each morning the same folks were out very early saving many chairs for their group that would then wander in and out at various times of the day. Seemed quite unfair to those attempting to follow the rule. Seeing many chairs not actually occupied for hours is frustrating.
10. Being owners at this resort we have loved our vacations here in the past. However we will not be going back anytime soon. We will book into other resorts, maybe not even PB and enjoy being treated properly.
11. DO NOT PURCHASE THE ALL INCLUSIVE unless you plan to eat round the clock and be drunk every day... that is the only way it would save you money.

Room Tip: ask for a top floor with a view
See more room tips
  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
10 Thank tropictree
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
40 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
3 of 5 bubbles Reviewed January 5, 2013

This was our 16th all inclusive stay in Mexico. We have stayed at different resorts each time. Reviews can get long so here is our opinion of this resort in a nutshell:

Pros:
-Beautiful grounds with flamingos
-Rooms are spacious and big
-Cleanliness level is great
-Pools are beautiful

Cons:
-Bad beach. Very rocky and if you come at high tide, you may not see the rocks and can get badly injured.
-Erratic service but often slower than most all inclusives. Also the staff didn't have the same enthusiasm and positivity we have seen so often. There were many sullen faces.
-No nightlife at all. No entertainment or disco.
-Low variety of food
-Confusing building names. Each building has a long four word name and an alphabet and three number codes!
-Spa pricing was tricky. Wouldn't honor deals advertised on their own website!
-Restaurants and bars ran out of things like straws and glasses routinely! Never heard that before.
-Extremely poor wifi, even when you pay
-Hidden levy as a "donation" on your bill at the end, without being asked.
-Several extra charges on top of the all inclusive. Extra charge for eating in certain restaurants, for room service and for some types of drinks.

This resort used to be mainly a time share and started doing all inclusives about two years ago. There is a sense of being nickled and dimed at every turn.

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
11 Thank 4Love15
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
California
1 review
common_n_hotel_reviews_1bd8 10 helpful votes
3 of 5 bubbles Reviewed January 2, 2013

We, a group of four families of friends and children, stayed at the Pueblo Bonito Emerald Bay during the last week of December.

Airport transfers and check-in went smoothly and the front desk staff were friendly. We had four junior suites. Although we had requested months ago for rooms close by, the best we got was four rooms in the same building.

We were constantly pursued in the front lobby for the timeshare presentation. We relented finally since they were offering discounts on sailing and zip lining in addition to cash discounts on the final bill. The presentation which was supposed to be 90 minutes was closer to 180 minutes.

The resort, which is ten years old, is nice with beautiful grounds. Rooms, while large and comfortable, show their age. Both the air conditioner and the refrigerator were very noisy. Thankfully, we didn't need to use the air conditioner. Both the restaurants on site went out of their way to accommodate the large number of vegetarians in our group. Pools were very nice as others have noted.

Now for the BAD part. Eight of us got sick -- fever, vomiting and diarrhea -- after eating pool side on Thursday night, two days before our departure. I went to the front desk the next morning to let them know and to check if anyone else had reported similar issues. I was given a comment form to fill out and that the manager will not be onsite until 3PM. I went again after 3PM with the manager still nowhere to be seen and I was told that the manager will call me in our room. My wife finally managed to talk to a manager after dinner who told her that the "incident" will be "investigated" and offered to take off the pool side food charges from our final bill and credit us for a day of future stay by email. They did take off the food charges, but the email that they promised to send us is no where to be seen. Overall, it left us very disappointed at the end of what was a nice vacation until that time. We'll not be going back to this resort.

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
10 Thank rdsca
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

Property: Pueblo Bonito Emerald Bay
Address: Ave Ernesto Coppel Campana 201 | Camino Al Delfin, Mazatlan 82110, Mexico
Location: Mexico > Pacific Coast > Sinaloa > Mazatlan
Amenities:
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 Swimming Pool Wheelchair access
Hotel Style:
#1 Family Hotel in Mazatlan
#1 Luxury Hotel in Mazatlan
#2 Spa Hotel in Mazatlan
#2 On the Beach Hotel in Mazatlan
#3 Romantic Hotel in Mazatlan
#5 Business Hotel in Mazatlan
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Pueblo Bonito Emerald Bay 4*
Number of rooms: 252
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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