Renaissance Esmeralda Resort & Spa

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 1411 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4.5

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Resort Day Pass Heaven

    Reviewed by James_Hytner(Long Beach, California) on Feb 26, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Reserved a Copa Cabana for the day - amazing views, two large pools (spa was closed due to COVID-19 protocols). Outstanding poolside service (thanks Sandra) and poolside bar. Food menu was extremely limited due to COVID but you cannot hold that against them. A lounge chair or a cabana are a great choice. I would definitely want to stay and will be back. Felt very safe with their protocols. A true 5 star experience.

    OK, but...

    Reviewed by TucsonLocal1(Tucson, Arizona) on Feb 19, 2021

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Overall, a decent stay here but the negatives outweighed the pros unfortunately. The biggest negative here is the damn resort fee. How any resort with most of its amenities closed can charge the “mandatory” $31 fee is outrageous. Even the amenities that were open, I didn’t have time to use and I didn’t want to put up a fight to argue about it. It’s so disingenuous and frankly, the charging of this fee when I used none of the included amenities ruined my stay. Also, attention to details were sorely lacking here. Cobwebs on the lights in the hallways were just one example of this. Long wait to get breakfast (30 min) was totally unacceptable. I hold status at Bonvoy and am in the área a lot, but prob would skip this property and choose a Springhill Suites in the future.

    Excellent hotel

    Reviewed by MBarb10(Denver, Colorado) on Jan 20, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We were greeted by very friendly and helpful front desk staff. The rooms have been newly renovated and were beautiful -- color palette, flooring, art. My room had a very large deck that overlooked the pool complex. The sound of the waterfall was a treat. Covid-19 protocols were followed ad I felt very safe. Cafe Biscotti served delicious breakfast and lattes (to go, of course). I look forward to returning and staying longer next time.

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Good hotel with big pool area.

    Reviewed by Vivienne N(Sacramento) on Jan 02, 2021

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    We stayed for a couple of nights in November 2020. Our room was # 5009. Clean and modern decor with a view of a golf course and mountains. Our room had a very comfortable king bed and a pull out queen sofa bed. The sofa bed did not have a bar in your back like most sofa beds, the bar was at the top of your head and near your feet making it more comfortable. We had to call twice for sofa bedding to brought to the room. There were COVID-19 cleaning touches in the room such as plastic on the tv remote and coffee machine, antiseptic wipes. You had to call for a hairdryer to be brought up to your room due to COVID-19. The room sleeps 4 people but there is not a lot of drawer space. The storage space in this room was not designed very well. No drawers in the bathroom and no venting fan in the toilet. The toilet handle did not work but we fixed it. The shower pressure was great. The room has sliding shutters that cover the sliding door going out to the balcony, they let a lot of light into the room in the morning. The balcony had no furniture to sit on. The room has a small fridge and a small closet. They had a huge TV with amazing color. The room had a big table for 4 people and only 2 chairs. The hotel has a huge pool area with lots of lounge chairs. The staff by the pool were great.

    AVOID!! Appalling hygiene protocols and zero customer service

    Reviewed by Shrank723(Los Angeles) on Dec 09, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I'm a Bonvoy Titanium member so technically I'm supposed to receive their best rooms/ service. If this is their best - I shudder to think what average might look like. We were ACTUALLY CONCERNED for our health and regretted driving down here from LA! We paid nearly $400 a night for this room and in a word - it was disgusting. When we checked into the room at 4 pm - it became immediately clear that the room had not been cleaned. I mean, really clear. The bedroom handle on both sides had sauce stains.The bedroom floor was covered in corn and plastic wrappers.. the table had actual DRIPPINGS of sauces that had solidified (all documented copiously in pictures attached). Beyond grossed out - my husband immediately called for a room change and we were informed no rooms of the category were available (a lie, as we later learned. They DID have a king suite available, we had even asked for a king suite when we’d checked in but the team was clueless) Hugely disappointed but with no options we accepted the manager’s offer that he’ll just get our room cleaned. We said alright we’ll leave the room in 20 minutes please schedule a cleaning at 4.30 - I got a “yes, absolutely, of course” At 4.30 I walked down to reception and spoke with Robert, showed him the pictures to let him know just how gross the room was and CONFIRMED AGAIN that the room was being cleaned and stepped out in the freezing cold for an hour so the room could get cleaned (everything indoors was closed so we just walked around for the sake of safety). When we returned at 5.30 - now in a rush to get ready to get on Zoom with our family for Thanksgiving dinner - we found the room EXACTLY HOW WE HAD LEFT IT - completely disgusting. Apparently THREE SEPARATE calls to the management at this hotel cannot get the job done. I called the from desk aghast - I’m in tears at this point and go about cleaning the room myself because we have to talk to the family shortly. About 20 minutes later the doorbell rings and finally a housekeeping person shows up trying to apologize.. I told her that I’d already cleaned the room and was running late. She told me we’d get “VIP cleaning” the next day. They ask what time we’d like cleaning and I confirm with them and the front desk - 11 am. I jumped into the shower - feeling gross and out of time - only to find there’s no hair dryer in the room! I’m paying nearly $400 a night - have applied my suite upgrade to be in this gross room - and you forget to put a hair dryer?! I call down with wet hair - and it takes TWENTY EIGHT minutes - 28 mins! for the hair dryer to make it up to my room. I’ve to sit there with wet hair in the freezing cold WAITING ON THANKSGIVING DAY delaying the family call. Why the room freezing? Because of course the heat wasn’t working! When we returned from dinner despite having the heat up the room was so cold so I called down AGAIN (at this point I even considered just sleeping in the frigid room and catching pneumonia than risk speaking with the hotel. Fortunately the person I spoke to got this resolved in about 15 minutes. Please see above point where we confirmed the time for housekeeping at 3 different occasions? Of course that was a pointless exercise - our doorbell started ringing about 8 am at regular 30 minute intervals despite having confirmed the time 3 different times. As an added measure WE ALL TOOK COVID TESTS ON THURSDAY spending $150 each just to be safe for ourselves and the hotel staff - this is how careful we are, and it was so egregious to think that I likely was touching saliva and other human excrements in that room! My husband and I sit down for lunch and ask for bottled water - you know just to be safe in Covid times and all. We're told there's "no bottled water available" at the only operational restaurant on property. Fine - we get tap. Lo and behold, in the ice cube in my glass - there appears to be a frozen insect or some large black speck very clear to the eye (please see picture). You cannot make this stuff up. My husband walks to the gift shop to buy waters for us. We come back to the room, I sit down in the living area for the first time and what do I find after my "VIP cleaning"? Pieces of corn that I'd found in the bedroom the night before!! Wow - I cannot believe just how incredibly bad the cleaning services at this hotel are! Like seriously - you're aware that this guest has a terribly dirty room and the ONE opportunity you have to finally clean it - you still leave it dirty? I've had it at this point and don't want to deal with anything but of course I have to - cos there's a vile sewage odor all over the room coming from the two sinks. So I call and we leave the room again. Fortunately the plumber was able to take care of the issue. Why am I writing this tome? 1. Because this is how completely ruined my Thanksgiving and husband's birthday weekend was -- on account of the hotel's lack of basic cleaning protocols. We spent 4 times the hotel's regular price to drive out from LA JUST to do something nice at a time we couldn't be with family and boy, were we sorely disappointed, frustrated, inconvenienced and saddened by this. Why did I leave the comfort of my Beverly Hills home to do this? 2. Because my expectations were the very, very bare minimum - HYGIENE and feeling safe in times of Covid (safety is PARAMOUNT. We all took Covid tests for YOUR STAFF'S SAFETY the morning we checked in!! I'm ok with the fact that your restaurants are closed and that there are no amenities provided even at your 5 star, jacked up rates. I understand you're understaffed because you'd to put your teams on unemployment (I was informed by your front desk staff). I'm not going to write and complain about that. However, your lack of basic cleaning makes me wonder if I put myself and my husband at risk of Covid because you cannot clearly take basic cleaning protocols or serve clean water. 3. Because despite this harrowing experience - NOT ONE PERSON AT YOUR ENTIRE HOTEL said sorry ONCE. Literally not once. Not one "Ms. Holecek, how are you while you've to leave your room for a cleaning (which never happened) or while the plumber cleans out the sink pipes?" Not a single apology - not once.

    Individual ratings:

    Location

    Location-3

    Rooms

    Rooms-1

    Service

    Service-1