TripAdvisor Traveler Rating

Overall I really enjoy the resort. Always great food, friendly staff, clean rooms, great service etc. However, having been here several times before, their wine selection has unfortunately gone backwards. A good red was hard to come by in any of the restaurants - except at the French restaurant when Carlos (supervisor?) brought us a glass of some real good red wine. His service along with our waiter Luis was excellent!

Horrible resort ,front desk staff were Rude , servers were amazing tho. Building 7 rooms smell of raw sewage , wouldn't move us to the next day HORRIBLE ..then the next room they stuck us in the fan outlet started on fire , AC Stopped working and wouldn't move us .they finally got the AC working 2 days later . The food wasn't great at all . Will never Go back even if it wad free.. oh and the kicker forgot to bring back the towel key and they were gonna charge us $60 us for each card , like wtf do you honestly think I want your ugly nasty Brown towels . Was a horrible trip alot of stress, being a single mother's and saving up for this trip so we could take our daughters was just a heart breaking .

Weather was beautiful every day and the food was great and lots to eat. We did 5 a la carts and they were all good. The buffet and the a la cartes were very hot though and did not seem air conditioned. Our first room had no coffee maker or hair dryer. We asked repeatedly for them but never received them. They did move us to a new room on day 2 and it had a lovely view of the pool. Towels were hard to obtain. Our room was not cleaned on several days but we didn't care about that. The staff did the best they could. It was nearly impossible to get a cot at the pool and people actually got verbal fights about them. The cots were in bad shape. Several of the buildings had tarps on the roofs. There were lots of carts to take visitors around and to the beach. Impossible to get a cot at the beach. The beach was a big disappointment to me. I walked down to the next resort and the beach was beautiful and lots of cots. Drinks were plentiful and staff were friendly. My friends and I had a nice vacation but I would not likely go back to this resort. I would call it a 3 star by Mexico standards. No ones fault but our own, but we were scammed at the airport to believe our bus was not there and we ended up paying 235.00 US for a taxi!!! Be very aware in Mexico of this scam. I went online and read about it and it was a textbook case.

We recently stayed at the Blue Bay Grand Esmeralda in Playa Del Carmen. The dates were from April 14 - 24. My wife and I are looking to invest in a time share within a hotel in the Riviera Maya. We have stayed at several hotels throughout the Mayan area. We generally stay for 10 days to 2 weeks as we did this time. We feel that staying for 2 weeks gives us a good chance to evaluate all aspects of the property fairly. When we first arrived, our air conditioner in room 6430 did not work. I went to the front counter to explain and was told that the hotel was sold out and that there was nothing that they could do for us right then and there. I proceeded to report this to the front desk 3 more times and was told that they would send someone to take a look at it. I then reported it again and the front counter said that when something became available, they would have us moved. Well, we heard nothing for the rest of the trip. The room was unbearable during the day, but cooled off in the evenings with the help of the fan. We found the whole situation quite un settling and were very dis appointed with the lack of empathy and customer service regarding the air conditioning. However, my wife and I still made the most of the holiday and other than the room problem, had a very good time and thoroughly enjoyed ourselves. The wait staff were very kind and thorough. The maids forgot to give us bath towels on several occasions, but a quick call rendered this. As far as wanting to invest in this property, we would have to cross the Blue Bay off our list at this time. The whole issue with the air conditioner left a bad taste with us regarding Customer Service from the front desk. The hotel had 2 full weeks to rectify the problem and failed to do so, in fact letting the issue drop without any further communications. As this was an assessment of all amenities within the hotel, customer service was a let down. If this is the way we are treated now, once the hotel has our money, do they forget about us as “owners”. Other than this issue, we did have a great time. Thank You

Staying at this hotel was a terrible choice we made. The concierge staff did not care about customer relations. They would not take ownership to their errors and no apologies for the inconveniences caused by their co-workers. They were rude and unconcerned. Check-in was late by 1.5 hrs and the room smelled like sewage.