TripAdvisor Traveler Rating

This resort is beautiful with decent food, lovely facilities, and a nice spa with high quality treatments. We were always able to get a lounge by the pool and our first choice of where to eat. It's quiet with a clientele that skews sixties and up with some families thrown in. We stayed in a villa with a pool which was nice. The villa also had a hot tub that was never quite hot enough - even though we had maintenance over several times to turn up the temperature. Which brings us to the reasons why I'm giving the resort 3 stars. The place is distractingly disorganized and does not deliver what it's trying to deliver. 1) The concierge office is who we were told to contact for everything. A concierge came to our villa the first morning to tell us how they could take care of everything. I can't stress enough how useless this office is. We asked them to help us with a discount we were supposed to get but didn't, arranging a ride into town, help with the app which was broken, and reservations to Casa 46. Except in the case of Casa 46, they just shrugged and told us to go talk to somebody else. And with Casa 46, they told us they made the reservations but didn't. We showed up and we weren't on the list. Happily Casa 46 could get us in anyway, but after several days of trying to use this service and failing I wasn't surprised at all. It is weird how completely disfunctional and useless this office is. 2) There are signs all over the resort telling you to use the app. The app did not work. We went to both the concierge and the front desk for help and both groups shrugged and said ya don't use it, it's broken. I think the resort thinks it's transitioned to using the app for things like accessing information, placing orders, etc. Since it doesn't work, the system itself is kind of broken. You have to use the phone in your room for everything and it wasn't unusual to get transferred 3 or 4 times just to order coffee. 3) We had the platinum package which is supposed to get you discounts and higher tier alcohol. Trying to get those discounts, etc always came as a big shock and was like pulling teeth. I dont blame the staff which were lovely but they aren't given any information about what each plan includes. It's clear that everyone (except the concierge office which couldn't care less) is just trying their best to wing it in an information vacuum. 4) Our plan included transport to the airport. This "transport" is a bus that stops at at least 10 other resorts along the way. If we'd had any idea we would have just taken one of the really great red trucks to the airport. If we hadn't built in an extra hour into our airport schedule, we'd be in danger of missing our flight. 5) The timeshare people. They are really aggressive and when you check in the front desk person sends you to them to "activate your bracelet." This is a lie. The bracelets are already activated. 6) The resort won't give you bottles of liquor or wine. This doesn't seem like a big deal except if you're at your villa hanging out by the pool all day and have to call room service every time you want a drink and that room service can only be accessed by phone after being transferred three times and takes a minimum of 35 minutes each time. All told, for the same price point there are much better, less frustrating all inclusive options (TRS!). I don't see a reason to stay here again. (I'm still on that bus to the airport--over an hour ten minutes and counting.)

We loved the tour and Eduardo, he was very informative and entertaining. We learned a lot about the city, what a cool city. Loved all the colors, markets, flowers and restaurants. The food at Casa 46 was great and the view from the balcony was fantastic. Thank You again

Beautiful resort. Food is excellent. We spent most of our time enjoying the adults only pool. Special shout out to Jose & Jorge who are the dynamic duo at the swim up bar. The spa is worth the visit give yourself time before any scheduled appointment to check out all of the facilities they are awesome! The only downside is if you wanted to explore the downtown it is quite a trek about 30-40 minutes via cab to get to the city central.

We stayed here before the eclipse of 2024 and had all exclusive. Here is the three star review: 1. Our initial rooms were horrible first floor rooms that had mold. They smelled so bad that I could not wait in them with the bags to be moved, I had to wait outside. Terrible health hazard. 2. Yes, there is a bird problem. They have black birds that poo everywhere and are on tables at the buffet and the pool. 3. Hardly any products for a 5 star place. This is 3 star. No conditioner. No robes. No slippers. No water in room. No coffee in room. 4. Mediocre beds, stained old blankets. 5. Generally dated and grubby environment, again, not a 5 star place as advertised. 6. Broken and dirty beach chairs and tables. No attention to detail with cleanliness. Pluses: 1. We loved that it was remote and quite. No issues with that. We loved being able to walk everywhere but we see agile and enjoyed the steps. 2. We loved the sushi place at EB. 3. Angelo’s was meh but we wanted a nice night out because there are not many options at EB. 4. Cilantro’s at EB was good. Nice decore and great service. 5. José Luis at the EB Pool was super. 6. Painting was great at EB. 7. Walk (50 min) to Loony Cafe. It was worth the trip. It was a nice trip all in all but not worth the money for a “5 star” resort which was at best 3 stars.

Jose Luis Nevarez provides excellent poolside service. Jose's quite yet friendly demeanor is welcoming and leaves you looking to plot down your towel the remainder of your stay by the poolside he is assigned to. Attentive 1000%. My fiancé and I highly recommend ?? Jose the next time you vacation at Pueblo Bonito Emerald Bay Resort. Main pool.