TripAdvisor Traveler Rating

My husband and I spent a week at this resort in January, and enjoyed it so much, are returning for 2 weeks at the end of November. I have been trying to reach the Customer Service team by email with regards to a room upgrade, but have had no response since early July. Would someone be able to contact me regarding this?

We had a wonderful time at the Pueblo Bonito Mazatlan Beach Resort. My favorite experience while there was my massage with Yolanda. She was incredibly attentive and is the only masseuse who was able to give me relief from awful pain in my shoulder. I will come back to this resort just get an appointment with her. Thank you Yolanda.

Amazing staff , very attentive for every need . Edgar on kitchen staff went above and beyond to try and fix our room service problem. Waiters and bar staff were excellent! Deserve every extra tip guests generously give to them. Hotel itself is clean, but could use some updating. I wouldn’t say it’s a 4 star hotel. Grounds are well kept. Rooms are nice but sofa was old and dirty , pillows were flat, and beds were uncomfortable. Activities were very limited and not organized. Just thrown out there. No live music, but a small speaker at the larger pool for music until about 6. Spa services were at another partner hotel 30 min away. No airport shuttle. You have to prearrange with them at an extra cost. If you want a quiet, relaxing place this is the place. I found it quite boring for a family. Besides pool and beach nothing else. No game room, yard games or games to check out (highly recommend). Food was delicious but limited from 12-6 .

We have been coming to Pueblo Bonito in Mazatlan for many years and it is by far our favorite vacation! The service is outstanding and the friendliness of everyone at the hotel make you feel like you are at home. Patty Sanchez, the Front Desk Manager, is simply amazing! Every year she goes above and beyond to make our time their special. She always has a warm smile and she works so hard to make sure every guest is taken great care of. Thank you Patty, you are wonderful and Pueblo Bonito is very lucky to have you!

I'm really quite confused as to how this is rated a 5-star hotel because there are so many areas in which quality comes up short and in my opinion is not deserving of a high rating. It seems they remodeled their rooms a few years ago, but did they upgrade the beds? The bed in our room was hard, lumpy, and uncomfortable. I did not have a decent night's sleep for our 5-day visit. The screen door to the balcony was broken and clearly had been for quite some time. It was "repaired" halfway through our stay, but really they only sealed one side, the bottom of the screen was still unsealed. The room had a coffee pot and 2 mugs unceremoniously placed on top of a paper towel in our room, but no coffee, tea, etc. No refrigerator. Stains on the lampshade and dining bench. Food from the pool bar is unimpressive, seems like they bought most ingredients from Costco and carelessly mixed them together. Their fried food (fish, fries, chicken tenders) was especially disgusting. Breakfast buffet was slightly better, but they had little options to select from. Sorry to say but if you think the food here is muy excelente, you probably think fine dining is Applebee's or Sizzler. The one time the food was actually quite good was one dinner we had at Cilantro's. I liked their chicken breast and my fiancé enjoyed the skirt steak. We were unable to eat at Angelo's because they have a no-children policy and we had our toddler with us. Based on the rest of the dining at the hotel though, I don't think we were missing much. Staff is super obsessed with you tagging your wristband for EVERYTHING and during check-in they make such a huge deal about returning your pool towels, to the point that you have to physically sign an agreement that you will return the freaking towels, and when you check out they ask you if you returned them or not. They even keep tabs on what room you're in when asking for water bottles, which if you ask the pool bar BEFORE 10 am (when they open), they will refuse to give you water bottles. It's water! It should be easily accessible for everyone at any time! The spa and gym is located at their sister site, which you take a shuttle to, but keep in mind the shuttle does not run between noon and 4pm, so you need to plan your visit there accordingly. Overall, I was not happy with this hotel. Compared to other all inclusives, this hotel was lacking in quality and selection that I would expect to come from a higher-end all inclusive. I would not stay here again nor recommend this hotel to others.