TripAdvisor Traveler Rating

The staff here are fantastic, sweet, helpful, and welcoming. Antonio Perez and Rafael Hdez were very tentative and remembered our preferences. As soon as we walked in the doors of the restaurant he would greet us with a smile. They created a cheerful, happy environment. Customer service was 100%.

I just went to see the concierge and to see the staff at the front desk. We went to go to Kelly’s bar last night. We discovered that Monday night was a restaurant night there. There was no advertising or notice of this event. Had we known that it was shrimp night at Kelley’s. We would not have gone into cilantro for dinner. One of the primary reasons we come to deposit it is to eat shrimp. The concierge desk and front desk have no idea why there is no notice of the special event at Kelley’s restaurant. The paper we receive when we check and gives us no notification of any special event at Kelly’s. The app simply contains a list of drinks for Kelly’s bar. We ended up going back to our room instead of having a nice after dinner drink. Very disappointing. We also missed the shrimp tonight which we would’ve enjoyed. There is a sign posted in the lobby for steak night at Kelly’s. But there is no notification that the other two special nights during the week. We wanted to go to breakfast this morning down at the bistro. But we are so tired of hearing Christmas music in the bistro that we went to the buffe buffet instead. Since I use a walker, going to buffet is not very much fun. We were very disappointed to have to pay for enjoying shrimp at lunch. We realize shrimp have become expensive. But, we are on the premium plan. Since we don’t use the deli and we don’t go to the spa, I am not sure what we are getting for the premium plan anymore. It doesn’t include our transportation to and from the airport anymore. It doesn’t include an enhanced wine list or an improved beverage list as far as I can tell. The staff that you have at the concierge’s desk and at the front desk are very well trained at being evasive. They take no responsibility for the problems and they do not offer to communicate the problems. Very disappointing. It is hard to come to this place for the last 15 years to see the extensive amount of deterioration of the property. When we bought here in 2010, it was because of the beauty of the property and the immaculate way that the grounds were kept. We bought because the staff was incredibly friendly and everyone was always smiling or greeting you as they passed. None of that is true anymore. We still recognize a few of the employees,. They have extraordinary memories. They treat us very well. The newer staff seem to be indifferent to building relationships. What a difference from the original staff. I hope this feedback is helpful to you. I hate to see this property lose it to value. Honestly, if we were to come here today to view this property as a perspective timeshare, we would not be buying. It needs far too much maintenance and repair.

We came for the eclipse in April and came back for Christmas with the rest of the family. Everyone loved it...the beach, the sound of the ocean, the exercise classes (highly recommend you check these out!), spa, and lots of options for eating. (I liked the Bistro best--quieter.) The resort is gorgeous...lots of winding paths and mature gardens and statues. Oh. And of course, the pools. The central pool has three levels and a bar, and LOTS of activity, music and hustle bustle (with shallow bits for toddlers.) The adults-only pool was tranquil with a hot tub (where one of our party stayed all one morning)... and yet another pool by the Bistro (my favorite). It was quieter and lovely. I have one complaint, and it's a BIG one. Please, please, no more American Christmas music. First of all, I did not go to Mexico to hear Frank Sinatra and Mariah Carey. I want to hear Mexican music! Secondly, it was some kind of evil Spotify-type loop so we heard every song at least 20 times over the course of a week. Please. No more tacky American Christmas songs! Yikes!

They moved the activities person (Jazmin) out to Emerald Bay behind the desk at the spa at Emerald Bay . She is very energetic and is very engaged with the guests. Now they have her at a boring , very little conversation with guests . Waste of her talents !! The new gentlemen are good but not nearly as competent as Jazmin. They now only have the one big speaker in front of activities area, way too loud and hurts people’s ears when they walk by. They used to have smaller speakers all around the pool area and played pleasant music. Cheaper for one big blaring speaker than maintaining the smaller ones . No shrimp on pool menu ? Mazatlan supposed to be the shrimp capital of the world , but you need to look long and hard to find many at any of the Pueblo’s restaurants .

Our family has been coming here for years, and have always LOVED our time here. This year was no different, with super kind, friendly, and fun loving staff (a special thank you to activity leaders Carlos and Evelyn, who made everyone feel welcome and entertained; and Humberto, who was so tuned in to our needs for our entire stay). Every time we return, we are wowed by the exquisite scenery and the entire hotel staff. Thanks again and can’t wait to return!