Pueblo Bonito Emerald Bay
- What's Included
My review is an honest review based upon what I have experienced at other resorts and what I have come to expect. Pueblo Bonito could be a 5 star resort. The grounds are beautiful and the beach is very nice.The staff is excellent and they are very friendly. This review is in no way to reflect on them but instead on the overall management and corporate direction. You may disagree but once you have experienced truly great resorts it is hard to settle for just "good". I cannot recommend this resort. Pueblo Bonito Emerald Bay is sub par in many areas. The problem is that there are too many people for what services are offered. The resort has added buildings and capacity but not increased the pool or restaurant capacity. If you gamble and arrive during a slow week maybe you will be fine but how will you know this?Our first disappointment was at check in. We were to be able to check in at 3:00. It was after 3:30 before we could get into our room. This is not a big distraction but when flights arrive early it is nice to be able to get in on time or even a little early if possible. Maybe I am spoiled but I love the all inclusive resorts on the east coast of Mexico that greet me with a tropical cocktail also. I had reserved the master suite with a separate bedroom and king bed. Our room was separate but had two full size beds. Tough sleeping with your wife in a full bed when you are used to a king bed! The room was very nice with two bathrooms but I also would have preferred a balcony.The biggest problem at this resort and why it gets 3 stars is that it is severely lacking in pool chairs. We found out our first morning you cannot get a chair by the pool or beach. There are none available after 6:30am. As I write this review I am sitting by the pool at 6:45am. All the chairs are now reserved with towels. You have to play the chair game. I came down at 5:45am just so I had a chance to get chairs for my family to be by the pool. The majority of the chairs are also broken. This is a common point of conversation among guests. A broken chair is sill better than concrete though. I feel bad for all the people I now see at 7am wandering around with towels. Now some of them will be coming down earlier tomorrow. If you want a chair you almost have to get up earlier every day in order to get chairs. This is absolutely ridiculous. You are on vacation and cannot sleep in if you want any chance for your family to have a chair by the pool or beach. We were told that new chairs are coming soon. This will only solve the broken chair issue not the problem of not enough chairs for all the people. My favorite Mexican resort is on the east coast, south of Playa. It is at least 10 times bigger than Pueblo Bonito but they have figured out how to have more chairs than guests. You always can find a chair. At Pueblo you may also feel some pressure at dinner time. There is a buffet on site as well as a traditional restaurant. A third option is a small bar but this has a very limited bar menu. Once again the buffet is just not what I have come to expect. You will not starve but it is very small and limited on choices. It is also frustrating to have to wait for a table at a buffet. I have never experienced this at well run all inclusive resorts. Do not be deceived! I believe they advertise 6 restaurants, maybe 8. Pueblo Bonito has two resorts in Mazatlan. You can shuttle between the two and use the other restaurants but you will find these also crowded. They also have an additional restaurant off site for an additional cost. Once again, when all inclusive resort advertises 8 restaurants I expect 8 on site and this would be normal but not at Pueblo Bonito. If you are lucky enough to have a pool chair the pool snack menu is great and the staff are constantly getting you drinks. Once again great staff!The onsite gym is very nice and great for working out. Before our trip we saw that yoga, stretching and other classes were offered. They do not tell you but there is an additional cost for these. Once again, at most all inclusive resorts I have found this to be a free benefit or regular activity. Upon arrival we were given a list of activities such as cooking class or wine classes that were offered for a small fee. When we called to schedule this we were told these were canceled for the week. Overall I feel the web site presents a much better picture of this resort than what is actually offered. Things cost more or are canceled. You also will have to compete for a chair at the pool and be prepared to wait for dinner. Not at all what I was expecting. It makes me wander if Pueblo Bonito now has a substantial part of its income from time share sales and annual fees and they really feel they do not have to compete and be top notch. Main problem, too many guests in relation to services offered. The resort cannot meet what so many guests understandably are expecting to fulfill a wonderful vacation experience.
We just returned from Emerald Bay, our 4th stay at this beautiful resort. A year ago I gave them 5 stars. This year is a challenge. Three days into our stay our A/C died. These things happen. At 10pm the night of the breakdown, my husband talked to Selena at the front desk, and we were told we would have to move. My husband requested a room/floor, but Selena could make no promises (understandably). We were told to check in at the front desk the next morning. We did, and were told Selena had secured our building AND our floor for us!! The gentleman (I wish I had his name) asked us to be packed and ready to move between 11am and noon. The bellman would then move our bags to our new (not cleaned) room, and we would need to come to the front desk 3-4pm to get our keys to our new, cleaned room. This did not happen.We were ready at 11am, and at 11:45 my husband called to make sure we weren't forgotten. He was put on hold for a minute, and then told a bellman would be there in five minutes. The bellman was on time, and he brought the keys to our new CLEANED room!! Our room-change inconvenience lasted only one hour!!! Five stars to Selena, the gentleman at the front desk, and housekeeping for cleaning our room so quickly!!!The Spa - I had two 80-min. Swedish Massages over our two weeks. I like a harsh massage, and Cris and Patricia delivered, while always asking if the pressure was okay. Absolutely amazing!!! Five stars, for sure!! (If you go, please tip the locker room attendant. Nasty job.)Le Cordeliere - Such a mixed bag. The food was good and always hot, but it was incredibly repetitive this year, especially at breakfast. The made-to-order omelettes are fabulous!! Very disappointing was the sliced hot dogs (labeled "hot dog sausages") every single day. Hot dogs have never been, and will never be, breakfast sausages. Likewise, hot dogs wrapped in corn tortillas have no place on the buffet of a 5-star resort. It also would've been nice to have seafood, apart from possibly a single baked fish, on the dinner buffets.Desserts at Le Cordeliere - my husband and I are not "dessert people". We can take it or leave it. That being said, I'm pretty sure we each ate our weight in PB's flan and tres leches cake!! Five-plus stars!! The waiters at Le Cordeliere are very good and attentive. Jairo was always such a pleasure with his, "Hola, hola" whenever he saw us!!The Bistro - very, very good food and service. The soups are off the charts!! We discovered the Mont Blanc this year. I didn't think anything could compete with the clam chowder, the pumpkin/shrimp bisque, and the tortilla soup, but it's fabulous!! Five stars.The Adult Pool - this is where we spent most of our time. Five-plus stars to Jose and Chicho who ran their fannies off every day to make all of their guests happy, even when the pool was overwhelmed and they had to deal with some ugly Americans. I hope we tipped properly to thank them for their efforts. The pool chairs at the Adult Pool were atrocious!! Most were broken and/or torn, and all had chipped paint. I can't believe prospective buyers were brought by there on the tour. Something for management to think about regarding getting a FIRM policy on chair-saving: there are guests that would like to spend money in your restaurants for breakfast, but don't want to leave their chairs for fear they'll lose them if they leave for 45 min. You, and the other PB resorts, absolutely MUST get a FIRM policy on how long people can be gone from their chairs, and you can't allow tips exchanged for special allowances. You're making our vacations more stressful than a rough workday.All of that said, the staff at Emerald Bay are absolutely their best asset. We will return, but this recent stay was not up to par with previous visits.
The resort is pleasant. We used an RCI exchange. Some of the owners report it has not been well maintained. The food is between poor to average. The pools are pleasant but they lack adequate chairs and even when the resort isn't completely full. The beach is well kept and pleasant. Almost all the room I saw face the ocean which is very nice. The rooms are comfortable and they offer a pillow menu for those of us who like special pillow types. The spa is very pricey for MX but is very nice, comparable to Burke Williams nice. Our biggest complaint was the quality of the food in every restaurant. They have a couple of vegetarian dishes but all 3 lack nutritional balance with proper protein.
Stayed here March 2017 All inclusive. Beautiful hotel and fabulous grounds and pools, we had a lovely room with two twin beds. Hotel is clean and comfortable. They were doing some renovations to the exterior but did not impact our holiday or enjoyment. Staff are very helpful and friendly, although they do seem to go the extra mile for time share owners.Only issues we had, having to sign for every meal and your drinks , food at the pool all the time, why give me a bracelet to show all inclusive if I still have to sign for everything. Better idea would be different coloured bands if you are time share or bed only guests then the waiters would know they need to sign. Irritating when you would just like to get up and leave but have to wait for your ticket all the time.Hotel rules state that sun beds cannot be reserved but they were every day from 6am. If you have a rule then please uphold it, also do away with the special reserved area of sun beds that are empty for most of the day.We did enjoy the peace but could have benefited from a couple of nights evening entertainment other than the Piano player in Kelly's bar.
When you enter the road is lined with fabulous palm trees. The gardens are spectacular and so are the pools. What a fantasy world here. We felt we were in the south of France. The studio rooms are nice and have an adequate kitchenette to prepare modest meals. This is a very elegant Hotel.
Vacations packages include round-trip flights, accommodations, round-trip transfers (unless outlined below) to and from the hotel, and tourist cards (if required, unless outlined below).
If selecting an all-inclusive resort option, the package will also include the all-inclusive features as outlined by each resort.
Items not included:
- Travel insurance (mandatory if traveling to Cuba)
- Tourist cards ($10USD)if traveling to Dominican Republic with Sunwing Airlines
- Departure taxes ($20USD) if traveling to Dominican Republic with Sunwing or Signarture Vacations
- Hotel transfers for packages with WestJet to USA (with exception to Honolulu)
- Hotel transfers for packages to Europe
- Items of a personal nature
- 229 Oceanview Suites in four 4-storey & two 2-storey buildings
- 1 buffet and 1 a la carte restaurant (International)
- 3 bars including Swim-up bar
- Two free-form pools, swim-up bars and Jacuzzi
- Children's pool area
- Safe deposit boxes
- Complete concierge service
- Executive business services
- Dry cleaning and laundry
- Tour and travel arrangements
- On-call medical services
- Currency exchange
- Salon services, massage and facial treatments
Junior Suites include:
- 575 square feet
- 2 Queen Beds
- Air conditioning
- Cook top
- Coffee maker
- Full complement of dishes including eating and serving utensils
- Separate dining area with dining table and chairs for four
- Large bathroom with shower
- Remote controlled television with satellite reception
- Telephone with direct dial long distance and voice mail service
- Individual air conditioning controls
- Private safe
- Hair dryer
- Iron and ironing boar
Luxury Suites are available
Kids Deals - First child 0-12 stays free when sharing a room with 2 adults. Second child 0-12 pays child rates when sharing a room with 2 adults. Maximum 2 children.
For the Kids - Kid's section of main pool, Babysitting & nanny services available for fee.
Honeymoon Bonus - Receive honeymoon gift, wine, and fruit in room on arrival. Proof of marriage required. Request at time of booking.
Wedding Packages - Wedding packages are available. Please inquire for details.
Early Booking Bonus - This hotel may offer early booking bonuses at certain times of the year. If early booking bonuses apply to your vacation, prices shown online have already been adjusted accordingly. Please inquire for complete details.
Resort Location Map
Pueblo Bonito Emerald BayMazatlan,Mexico
- Hotel Contacts
- Extra Info
Ave Ernesto Coppel Campana 201 Camino Al Delfin, Mazatlan 82110 Mexico
Some restaurants may be open for certain meals only and limited visits may apply. Reservations required and dress code in effect for a la carte restaurants. Time restrictions may apply for water sports.
Child pricing may only be available with select tour operators and valid for select dates and durations. Child pricing rules are subject to change without notice. Please contact one of our vacation specialists if you require assistance with child pricing.
Photo identification and/or credit card or cash deposit may be required at check-in for incidental charges.
Extra-person charges may apply and vary depending on hotel policy. Rollaway beds and cribs (infant beds) may be available and should be requested at the time of booking; fees may apply.
Special requests are subject to availability upon check-in. Special requests cannot be guaranteed and may incur additional charges upon check-in to fulfil.
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