BlueBay Grand Esmeralda

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 12575 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-3.5

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    ONE OF THE WORST RESORTS EVER

    Reviewed by Sun1436(Winnipeg, Canada) on Apr 02, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I would never stay at this resort again. This was my 13th trip to Mexico. I have stayed at numerous 4.5-5 star resorts, Royalton, Dreams, Grand Bahia Principe, Yucatán Platinum (Princess) to name just a few. Blue Bay is NOT a 4.5- 5 star resort. If you have ever stayed at an actual 4.5-5 star you would easily see the difference. No matter the price I would never stay here again. As so many others have mentioned there are so many truly 4.5-5 star resorts to pick from. I totally regret not heeding the other review warnings. Please Please read this entire review and look at pics before making your decision to book here. 1. 3 Families coming from 3 Canadian cities, Air Transat requested 3 rooms near each other. The Blue Bay put 1 family in building 1, another building 8 and one in building 5. These literally were the furthest building apart. Took a lot of negotiating to finally get us all in building 1. Front Desk staff are rude & unfriendly, made you feel like you are always bothering them. 2. My room was on the 1st floor. Twice the housekeeping staff left my sliding door unlocked after cleaning the terrace. Talk about a security breach. Anyone could have walked into my room and robbed me. Finally had to write up an incident report so this issue was taken seriously. By far the worst part of my room was the bathroom, please please please look at the pics. Mold throughout the ceiling, disguising faucets, mouldy caulking and leaking ceiling. When I informed front desk there was water leaking from my bathroom ceiling their reply was “OK someone will come look at it BUT NOT RIGHT AWAY”. Before going to dinner leaking was now coming through light fixture, had to use ice bucket to catch the water. Someone came a few hours later, did a basic patch job. OK I am no genius but could easily figure out if you don’t find the cause of the leak and fix ITS JUST GOING TO CONTINUE TO LEAK. And leak it did, now through both light fixtures and the original spot ????? Actually ended up sleeping in other family rooms as front desk useless. Room was only surface cleaned. There was dust bunnies under the desk that were there the entire week, room always smelled musty. Could hear every single noise in the hallway as if your door was open. Had some stupid drunk girl pounding at my door at 6am and wouldn’t go away, finally had to get security to take her away. 3. The Buffet has the most ridiculous set up. No stations just one singular counter, creating massive line ups. Food is just ok, not reflective of 4.5-5 star standards. À la carte restaurants again not 4.5-5 star standards. Had by far the rudest waiter at the Steak House. He actually yelled at my sister when she asked if she could substitute something on the menu. The only truly great service we got was from Justino at the breakfast buffet. 4. The Resort overall is a larger property, but unless you have mobility issues it’s not that large to walk. If you think it is you are LAZY. Someone stated it took 10-15 to walk to lobby. Unless you are a snail, NO WAY. One of the furthest building is #1. It took me 5 mins tops to get to the lobby. Pool ok but no bar service, beach is crap. Only 3 actual shows in the week. I don’t count bad karaoke a show. People rave about the Black & White Bar, I don’t get it. It a bar with black & white decor, nothing special. If you want to use the pool table, foos ball or arcade games you had to pay for it “seriously “ ?? 4. Other family room had almost as disgusting bathroom, they couldn’t control their AC, and the AC starting leaking into the room on the last day, filled the garbage bin. The other family room was an upgraded King Swim out. This room was very nice. Blue Bay will respond with their generic statement, but I truly believe nothing will change there. And for this reason I wouldn’t recommend this resort to anyone expecting a 4.5-5 star resort. I will be following up with Air Transat as I don’t believe this is a resort they should be promoting.

    Amazing Vacation!

    Reviewed by Courtney_Paproski() on Mar 31, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Overall I had a great trip. I loved the food, pools are beautiful, the hidden lagoon was a true gem, staff were incredible, entertainment was enjoyable, and the room was wonderful. I would go back again.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5

    Value

    Value-4

    Best entertainment staff & pool atmosphere

    Reviewed by 412jodyd(Edmonton, Canada) on Mar 29, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    My family (2 kids aged 14 & 10) travelled from March 11-march 18 2020. This resort was so much fun for our family of 4. This was our 5th time in Mexico and this resort , hands down, had the best entertainment staff we had experienced. There were so many activities for everyone to do from 10am-5pm. There was always a game of volleyball, water polo, dance lessons, pool side competitions (football throws, Frisbee throws etc) all day long. My kids had such a fantastic time. Alexandra was THE BEST entertainment staff we have had in 5 years of travelling to Mexio. Always up for any game, knew my kids by name, and kept the fun going for our entire trip. The music at the pool was also excellent, Victor the DJ was amazing . The rest of the entertainment crew were also fantastic - they were the best staff we came into contact with at the resort. We would definitely return because of Alexandro, Victor and the rest of the entertainment gang. Thank you for making our trip memorable. food was great- i have a vegan and a gluten free family member both had no trouble finding food to eat at all meals. beach - as other reviews have mentioned, not the best, however, my kids like to pool atmosphere better, so we knew this when we booked, we were not dissapointed because the pool was awesome, huge, lots of places to sit and again, amazing entertainment. we knew because of reviews that there was a lagoon a 10 minute walk away (also, entertainment staff take you there)- it was beautiful clear blue water, gorgeous, worth the walk. staff- the entertainment staff the best, guys working the beach bar - meh. I have had much better at other resorts. However, each day at lunch they set up a hamburger/hot dogs/fries area to grab quick food.. the gentleman working that bar- Carlos - he was excellent :) Service with a smile and he always remembered my drink order before i could even ask. cleaning staff - super helpful, we don't need our room cleaned every day but every time i needed more water, drinks, toilet paper, towels etc, they were quick to deliver. a la carte's- we only ate at the mexican and the italian. both were decent, excellent service. we have been to other resorts where they ask that the men wear pants to these a la cartes but don't follow through with making sure the men are wearing pants. my husband wore pants (just in case), then we saw another man walk in in shorts, a few minutes later he was brought a pair of pants to put on over his shorts. so, wear pants :) a wonderful experience because of Alexandro, Victor and other pool entertainers - will definitely be back. Thank you Alexandro- we miss you already - especially Brady :)

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Service

    Service-4

    A heavy drinkers delight

    Reviewed by I7151KZdavidv() on Mar 28, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Dont normally do reviews but needed to get it off my chest, We arrived 14th March 2020 Easy check in smilling faces all around taken to block 6 first floor that was fine for us, garden view partial view of the pool, Room nothing special good size wardrobes, iron, hair dryer, safety deposit included. We are easy going so all fine, AC worked well, so we unpack and out for a look about. Close to room pool bar/buffet restaurant close to room, Pool. went to main buffet service good wine ok food good.. Main bar is the Black and White show bar not the best ! first evening a punch up most people very intoxicated we called it a night, slept well but up early due to time diffence, had a walk down to the beach. nice walk gardens well kept Buffet near beach and main pools all looked lovely until 2 women started fighting in breakfast buffet unsure what was cause but by now we thought we were in the wrong resort. Beach awful sharp crushed coral not sand 50yrds in either direction sand is golden and soft not sure what the difference is but worth the walk as you can not swim from hotel beach its like brown sludge again short walk away its fine but your swiming outside of other hotels ?? work ongoing at beach trying to bump sand onto beach but not working also building jetty's Swing bar at beach/pool great idea if you like to sit with very intoxicated people I like a drink but my god some were filling tumbers of wine and drinking them like soda at 10am so by lunch time falling around. I understand why fights were happening no restrictions at bar they were encouraging people to drink shots. I undersatand its a hotel and people can enjoy themselves but we travel a lot and have never seen a fight in an alleged 5* AI never seen so many sercuity personal but they are needed Back to the review All buffets (3) were good. Al a Carte ok service was good food very plain food. Entertainment Karaoke not for me. Main bar was called Black and White strange bar didn't understand the thyme neither did the staff but smelt of stale alcohol and vomit. We had to change our arrangements and had to extend our stay by 2 days to match up with new flights. Hotel had a occupance of 30% at this time, all Canadian and most Americans had retuned home no new clients were arriving, the hotel had closed 2 out of 3 buffets 4 out of 5 al a cartes and 2 out of 4 bars, had stopped filling the mini bar, service was very poor around the pool. We had to move room as they were closing block 6 and move us to block 5 (upgrade they said) with a partial sea view. We were told they were going to turn the water and electric off in block 6 so we had no choice . We were put on 4th floor of block 5 same room as previously had but the lifts were awful graffiti flooring worn and smelly no ice machine on 4th floor ice machine broken on 3rd floor no ice machine on 2nd floor and ice machine on 1st floor broken so no ice. The hotel charged us full rates for the extra 2 nights even though the hotel was now run right down. poor customer service! From this point hotel started to pack things up, shops closed, sun beds all stacked 24hr food stopped, games machines all covered in cling film water coolers taken off bars replaced by large bottles of warm water. Food got worse No entertainment at all Some hotel guests organising quiz's just for something to do on a night This was supposed to be a 5 star no way. I totally understand that these were exceptional circumstances but we paid for services that were removed to the point were we felt they want us out.

    Individual ratings:

    Location

    Location-1

    Rooms

    Rooms-3

    Service

    Service-3

    3 star hotel mascarading as a 5 star!

    Reviewed by Dtlesslie84() on Mar 28, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    First of all I'm not really the type of person who would leave a negative review on a media platform because I find it can be generally over critical. This is not a review more of a warning for what's in store. My partner and I feel we have completely conned by this hotel out of the 5 star money we have paid. I have traveled to many destinations throught the globe and stayed in different rated hotels.. this was by far the worst. I have previously visited a hotel in Riviera maya which was 5 star averaging the same cost and it was far superior. The hotel was affected by the lack of tourists due to the corona outbreak. The hotel management handled the remaining guests poorly closing 90% of the amenities and services leaving us with nothing.. first and foremost I get the economic reasons but I paid for the amenities.. no refund or compensation was ever mentioned. However I will base this review on the first week which was operating as normal. The beach.. see pictures attached.. a horrendous stinking dump, black water, see weed, sewage pipes left strewn on the sand. Not only was this unacceptable for a 5 star resort but a risk to guests heath and safety. We were told the beach was being developed.. how long has this hotel been open? Yet work is still ongoing?. again not what we paid for and certainly not warned prior. Food.. average, good days bad days, not 5 star. Rooms.. We had 3 room moves.. says it all, poor decor, faulty toilet, leaking hot tub flooded the balcony, light fixings loose, damp patches, damaged mirrors. We originally were moved because the hotel wanted to keep all guests in one area, promised a complimentary upgrade which I ended up having to request as they tried to actually downgrade us.. in return I got a suite full of faulty amenities. Demanded a 3rd move then eventually gave up when I realised all the rooms were as bad. Staff.. Probably the only positive, service was a bit slow at times but they were polite and did their jobs well. Excluding reception which on arrival could have made us feel more welcome. General comments.. Few fights with drunks during the first week. People who cant handle there alcohol need to be told when to stop and refuse to be served until the following day. Drinks are served in these old plastic cups that stink. Not the 5 star pretty cocktails i have enjoyed in the past. A lot of areas were taped off around the pools as work appeared to be ongoing although I seen not 1 worker attend the areas in 14 days. Entertainment.. Evening entertainment is very dated and limited. There is a serious lack of places to drink or relax considering the size of the resort. The main black and white bar is horrid. Reminded me of a cheap bar in benidorm. Please be careful with your hard earned holiday money as other hotels for the same price are far superior. Blue bay you need to up your game. I will be perusing compensation with my travel agent. Regards Darren Please be careful with your hard earned holiday money as there are resorts with much more to offer. Blue bay you need to up your game. Best regards Darren