BlueBay Grand Esmeralda

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 12652 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-3.5

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Excellent service and high safety standards

    Reviewed by Ramon C() on Nov 12, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We had a wonderful experience staying at Bluebay. Everyone at the hotel were super friendly and they have very high safety standards, so that is also cool. The price was great, the hotel was not too crowded so very good value for our money.

    The worst hotel / N'allez pas dans cet hôtel

    Reviewed by JenMexico(Montreal, Canada) on Nov 09, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Upon arrival, we are told that the hydrotherapy circuits, sauna and steam room were closed. We were quite unhappy because we chose to this hotel to relax and use the spa. This wasn't indicated on their website either. We explained the situation to the frontdesk agent and he was nonchalant towards us. Following the employee's reaction, we were ready to change hotel. The agent then gave us a room with a view. Once in the room, we couldn't open the patio door as there was a strong smell of sewage on the site. There was no coffee machine in the room, no robe, the shower wasn't working well, the furniture was damaged, there was a constant smell in the bathroom, the balcony was very dirty, the elevators were not working and there was constantly noise in the corridors which prevented us from sleeping well. This is not a five star hotel. After two nights in this room, we could take it anymore. We asked to change rooms. In the new room, we had the same noise issues. The site employees strongly and constantly encourage you to attend a timeshare presentation. It was annoying. There are ruined buildings on the site. The beach is not beautiful nor cleaned. There are several pontoons in the sea which spoils the view. The sea water is brown. On a more positive note, I received an excellent facial from Lupita and Jorge Britto from the frontdesk provides a good costumer service (He is about the only one). I will never return to this hotel or even to the Bluebay hotel chain.

    Individual ratings:

    Location

    Location-1

    Service

    Service-1

    Value

    Value-1

    Racist

    Reviewed by P9721ULguillermom(Mexico) on Nov 07, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    BlueBay has racist staff and terrible service. They ruined my honeymoon by treating my wife and I different to their American guests, despite us tipping well. They refused transport service for us several times One of those times they even picked up a "white" couple literally 5 feet from where we were standing after telling us no. They refused to sit us anywhere near the "white" people even when requested. Our last day there one of their waiters asked my wife and I to move from where we were sitting in Spanish. Jokes on their staff, I grew up in the states, and I speak perfect English. It was fun watching the racist staff squirm when I told them to speak to me in English and to take his racist behind back to work. The place itself is meh.. The alcohol tastes cheap. Overall it's a scummy place with scummy staff. I'd recommend staying in Cancan zona hotelera or even Playa del Carmen over this cesspool. Also as a recommendation I suggest instead of BS replies BlueBay invest in some staff training. They can't be treating other latinos like if they aren't worthy of being there when we can clearly pay to stay there..

    Individual ratings:

    Service

    Service-1

    Value

    Value-1

    barely 3 stars. service doesn't exist

    Reviewed by frankazoid(Playa del Carmen, Mexico) on Oct 28, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    smells like sewage in the halls and a bit in a room (palenque building at least), their paid 'high speed' internet is 1.4 mb only and very unstable, stuff is rude, only 1 restaurant was open and food was barely okay. in the bar there were some pool tables and air hockey - those are paid like 20 pesos each in coins, and they don't have any. we got all the coins from souvenirs stores around but they wouldn't change more. bathroom equipment was not okay even for 3 stars, like there were no toilet brush for example. i can go on and on, there was nothing i'd be excited of. there is no any kind of soundproofing, heard every noise from neighbors and my room was in front of their wash room, so everything from there too. oh, well, mattress and pillows were good

    Individual ratings:

    Location

    Location-3

    Service

    Service-1

    In the middle of the jungle

    Reviewed by Karygourmet(Puerto Morelos, Mexico) on Oct 23, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    We stayed for 3 days to celebrate the wedding of a relative, the hotel is already a bit old, the beds are comfortable we were in an all-inclusive, the food is very good and the specialty restaurants I liked the French food one, things I didn't like was the waiting time to take a cart to take you to your room is long as the hotel is immense, there are many species of animals in freedom (coatis, raccoons, etc.) so if you enjoy living with nature you will love it, the pools they are very large and one has very good shade. Nearby there is a small cenote, but due to the hurricane there was too much wattle and it is not very accessible to get there, the wedding event was very good, what I did not like was that there was a bad smell I do not know why it was!