TripAdvisor Traveler Rating

Excellent service the food is amazing, Luis Santos . The best service thanks. Res taurant Frances amazing people. ?? Thanks.

I will start by saying I'm not the type to ever write a (complaint) review like this but I want others to be aware before they travel to this particular resort. My boyfriend and I went here for a week (Apr.5-12, 2024), and unfortunately for us, who prefer to sleep at night, this was apparently also Spain's spring break and tons of 20(ish)-year-olds were at our resort partying all night long, not caring about being at all quiet for anyone attempting sleep. Now, this of course was not the resort's fault, however, when we tried calling the front desk to complain (with the room phone that had buttons missing from it, and no phone # showing for the front desk, etc.), we dialed 0 several times with no answer. This was at midnight. We finally had to get out of bed, head for the 5 minute walk to the lobby, only to have a younger front desk worker tell us that the only option if for us to switch rooms. So, pack up all of our stuff at midnight and move...with no guarantee that a different building wouldn't have partying young adults in it of course. He was very dismissive at sending security to the partyer's doors to get them to quiet down. After we got overly frustrated with his lack of wanting to help us, he finally went on the radio to ask security to go to our building. Once that happened, our building got quieter and we were finally able to sleep that night. The front desk guy also refused to give us the front desk number to call when we needed to call to make a noise complaint. He said he wasn't allowed to give it out. We made a complaint the next morning with the concierge, who was much more helpful. He gave us not one, but two, phone numbers to call if we had any problems with noise (which we did end up needing to use the next night). Some other things with this resort were the chairs around our pool area. Several were falling apart, so it was a bit nerve-wracking sitting on them because you never knew if you were going to fall through them. The housekeeping sometimes didn't come until late afternoon...one day it wasn't until 5:45 PM when we were trying to get ready to go for dinner. The food was just okay (and we aren't picky eaters). And if you are going for the beach, do not go to this resort! The beach is not in good shape (black stuff everywhere) and the water there is not the nice clear kind you would expect. No one really went in the water there. A couple things that might not matter to some, but just what we prefer...there is no lobby bar area or swim-up bar in the pools. There is a bar called the Black and White bar but we didn't love it. It reminded me of a high school cafeteria. And there is a pool bar, but just not the swim-up kind. There are a few good things I will say about this resort. The servers at the buffets and a la carte restaurants were fantastic! They really worked hard and were always friendly. The concierges were also always very helpful and nice. Our room was good. Aside from our very broken phone, everything else worked and we had a great shower/bathroom. I think I covered everything here. We won't be returning to this resort.

Food is delicious Juan is the best chef at the French restaurant l’atelier !!!!! 5 star!!! He was so kind spoke to us after our meal and we had an incredible night

I had a difficult time enjoying our excursion (booked through Air Canada Vacations) as I slept uneasy knowing staff members were not hesitant to let themselves into guests rooms, totalling for approximately 2 hours of rest throughout the night. Later that day we received a bottle of red wine and fruit in our room. At this time, both my partner and I were extremely tired and frustrated with our dealings with staff and finding a resolution and continued to attempt to enjoy our vacation without stressing about what had occurred. On the next day in the early afternoon, we returned to our room from the pool area. When trying to enter our room, it was obvious that both our keys no longer worked and we were unable to gain access to dry clothing, our personal items, or our required medications. I attempted to located the concierge, who was not present at the desk. Eventually I was able to locate security, who was unable to reset our keys or let us in our room, and told us we had to attend the front desk. I requested new keys be delivered to prevent us from having to walk 15 minutes to the front desk in our wet clothing, and expressed concerns regarding required medication from within the room. Security was unable to assist in this. I then requested a golf cart attend to escort us to the main lobby as we needed certain items from within the room. Eventually security was able to have a cart attend and provide us a ride. This process took approximately one hour. Once in the main lobby, we were required to wait in line for approximately an additional hour, we were eventually able to speak with an English speaking concierge. It should be noted that an Air Canada representative was not present at this time. I began to explain the situation to the concierge, and explained multiple reports should be on file. The concierge then appeared to be reviewing her laptop, then requested information regarding what had occurred. I advised her that she is now the third person requesting information, and each individual I had spoken prior to her had informed me that a report would be entered. The concierge then handed me a piece of paper, requesting I write a hand-written report. I requested to speak with a manager at this time. The female concierge then left down the hallway and was observed by myself to be speaking with a male through a glass window. The concierge then returned and informed me that I would have to wait an additional 10 minutes to speak with the manager. Eventually, that male attended the desk, advising he is a supervisor. The supervisor requested information regarding what has occurred, and explained he would not be able to compensate aside from a bottle of tequila, which carried no value as we could not bring liquids back to Canada. I requested a later checkout due to how much time was wasted dealing with these issues. The supervisor then left, and returned approximately 10 minutes later advising he could accommodate a checkout time of 1400 hours. I requested a 1600 hour checkout, however was told this would not be possible due to new guests arriving. I believe it would be reasonable to assume we were locked out of our room with malicious intent due to my initial interaction with staff regarding having members enter our room without consent. I then inquired why the front desk could not deliver room keys to our room, which he advised that was possible via telephone – which was impossible due to us not having access to a telephone. Once this purposeless conversation was complete, I requested a ride for my partner and I back to our room. The supervisor informed us that this would not be possible as new guests were arriving, which was priority over the proper treatment of existing guests. On April 15th, at approximately 1130 hours, we returned to our room to change into dry clothes and gather belongings as we spent the morning at the pool. Upon attempting to open the door, we were once again greeted with red lights for both of our room keys, indicating we were once again locked out of our room. It should be noted the concierge supervisor assured us we would have checkout at 1400 hours, as regular checkout is at 1200 hours – which is later than when we were locked out. At this time, the building concierge allowed us access to our room, however resources once again were not available to transport us to the main lobby. After changing into dry clothes and gathering our belongings, we once again walked up to the main lobby, and were required to wait in line at the front desk to checkout for approximately 45 minutes, with no compensation. We will never be re-attending this resort due to the absolute violation of our privacy, as well as lack of empathy for its guests. We were questioned upon our initial complaint regarding the absolutely unacceptable behaviour of staff. We will be leaving an honest and open review for Blue Bay Grand Esmeralda regardless of proceedings to ensure other guests do not have to experience what we went through. As a Canadian traveller who had to experience this on his first foreign trip, I have feelings of mistrust for the local resorts, as well as a distrust in Air Canada Vacations to ensure the comfort and safety of their travellers.

I came to BlueBay with friends for a week vacation in April. I’ve been to Mexico 8 times and of all the resorts, this was definitely the worst. The most disappointing thing is the lack of chairs and sunbeds by the pool. We pay so much money to stay here and they can’t even offer enough chairs. This is such a disappointment, we come from all over to enjoy the sun and tan by the pool, and we can’t even find a lounge chair to sit on. Honestly so many people were laying in the concrete… the hotel should be ashamed. Second, the best was not nice. It’s dirty and disgusting. Next - the roaches. We saw several roaches in our rooms and I even had a frog (!!!) in my shower. Disgusting! I felt like I was in Cuba. It was so bad. Restaurants are ok. Mexican and steakhouse and sea food was good. Italian is awful. Gym is ok. The treadmills are worn and torn - the belts are broken. There’s good variety with elliptical and stairmaster and sufficient weights. The hotel staff are good and the entertainment team is awesome but honestly this hotel is not it. Disappointed and honestly would not recommend this place.