Pueblo Bonito Emerald Bay Resort & Spa

Pueblo Bonito Emerald Bay has been our favorite resort for many years. The street that approaches the resort is very welcoming and we appreciate the security. The entire reception area is very elegant. We love the grounds and the adult pool. The Customer service is really excellent! We appreciate the safety measures that Pueblo Bonito has taken for Covid. The golf cart drivers were great and we appreciate their service. However, several times they picked up guests who were NOT wearing masks. I did report this to Jesus one of the managers who continued to remind the drivers. Perhaps if the drivers tell the guest that masks are mandatory and if they are caught giving a ride to guests who are not wearing a mask, someone could infect someone which would be disastrous for all the great precautions that Pueblo Bonito has taken. at least 85 % of people with Covid HAVE NO SYMPTOMS which makes it that much more dangerous. Moises helped us get the Spa discount for us that had been offered, which the reservation desk in Tijuana could not get straight. We very much appreciated Moises kind assistance! The massages were wonderful. Miriam has been working there for 16 years and the hot rocks and various techniques she uses she totally understands was wonderful! The Spa was lovely! In the recent past we went to the Hard Rock Hotel in the Mayan Riviera and even though they offered 2x1 weeks when we were considering this vacation, we decided that the loud music and noise at the Hard Rock was not what we wanted for our hopefully relaxing vacation. We understand that destination weddings and events are helpful to Pueblo Bonito. However We were very disappointed that the noise and music and fireworks continued far too late. Considering that the MAJORITY of guests and children at the hotel do not attend the destination events, MANY people's sleep, TV watching, internet concentration are affected by a minority of people whooping it up and not having social distance or wearing masks. Perhaps a solution would be to have weddings at an earlier time so that they would be finished by 9 pm. This is the first time that we booked "all inclusive" here, and were rather disappointed. It was our plan to eat at Angelos many times during our 15 day vacation. The website told us which restaurants were closed and we thought we would live with that because Angelos was our favorite. We called the concierge at PB Mazatlan on October 27th who checked for us with the manager Chef that if there were too many people eating in Angelos we would appreciate take out and we would have eaten it in our room at Emerald Bay because we are very high risk people. When we arrived at Emerald Bay on November 1 we asked the concierge to make a reservation at Angelos for us. We were totally SHOCKED to learn that Angelos had closed the day before for renovations. Had we known that Angelos would be closed we NEVER would have booked until Angelos was open.. The food at the evening buffets was very repetitive no matter what the different country theme was. Asian nite we were looking forward to Asian food. hmmm. the wonton soup did not even have any wontons in it. Who is paying attention here? We went to Pueblo Bonito in Mazatlan for something different. We love sitting above the beach on the sun cots, enjoying the ocean without getting sand on us. We Were told by their concierge that the buffet theme was "International Nite". We waited until 6 only to learn that there was no buffet at all but a rather limited menu that did not appeal to us. We are really puzzled at the lack of communication regarding restaurants and food availability! This was our 1 annual vacation and we were so looking forward to all the different restaurants and the food. Thought we would go to Cilantro for dinner, but too many people packed into the booths and tables and outside also. Sometimes the buffet at Cordieliere they only had 10 guests. Such a pity for all the work that the chefs and helpers did every day. I know that Letty Coppel (The Owner's wife) has a charity that she really helps. I do pray that the leftover food went to some people who are in great need of nutrition! So we returned to Emerald Bay where we had dinner at the Bistro. After 15 days the food was getting pretty boring. Fortunately we had a car, because the shuttle bus was not working due to Covid. We really appreciated the safety precautions that Pueblo Bonito has made regarding Covid. Most guests respected the mask requirement and social distancing, but others did not! Truly, we wonder if they are illiterate!!!! and hope that the Covid 19 virus becomes a thing of the past!!! It takes a nation of people to do the right thing!!! We still love the magnificent location and the elegance and wonderful Customer Service of Emerald Bay.

Had the trip of a lifetime to peublo bonito emerald bay. Great place to stay, friendly staff,great rooms and beautiful views. On this trip we met Jesus Ortiz one of the Golf cart drivers. Jesus went above and beyond to make our trip amazing. He made us feel like family. I recommend if you travel to mazatlan and stay at pueblo bonito emerald bay you make time to meet Jesus.

Great location/resort. Great staff, especially Jesus Ortez. He was extremely helpful and made sure we had a great time here in Mazatlan with his suggestions and recommendations. He continuously checked in on us and seemed genuinely interested in us having a great vacation. He was one of the golf cart drivers but much more. Thanks Jesus for making our vacation great!

Now a days, it is a resort that offers good attention and covers our actual requirments for health protection. Personnel was always kind, respecting distance and giving you the correct information and service.

So impressed with customer service. They made every attempt to help and make sure our stay was perfect. Thank you to Isis Banuelos and Adriana Renteria at the front desk. Always smiling, great memory and such a pleasure to work with. And a big thank you to Ricardo at the pool. We never had to wait for food or drinks. He was always so attentive and prompt. Great staff means I will definitely return.