TripAdvisor Traveler Rating

We have been going to Pueblo Bonito Emerald Bay for over 20 years and is still one of our favorites. Great service from everyone and always a hoot to have fun with the pool bartenders (Rooster aka: Samuel) and ALL of the wait staff. One of the best hotels in Mazatlan.

The entire stay was 5-star excellent (facility, food and staff), but when I was flying home I realized I had left my dentures in the room! Diana the Concierge went above and beyond getting them back to me in Denver. After she tracked them down and went to FedEx and to DHL twice they were shipped to me. She was so incredibly helpful and has to be the best concierge in Mexico if not the world! Thank you Diana!

This is a review of Yolanda at the spa; my experience with her couldn't have been better. She walked me through what to do and made sure everything was taken care of. I felt pampered and relaxed. It was wonderful. I even got a hug goodbye!! ????????

The timeshare located at Emerald Bay was located miles from the big city of Mazatlan. It was a pleasure to feel isolated and well taken care! It was also quiet at night without the sounds that come from a large city.

Went to Mazatlan for the total eclipse. Eclipse was awe inspiring, resort was beautiful on the outside, but lacked some critical things. The main thing people should be aware of is that if you book a room with a "sleeper sofa", what you will get is not a bed anyone can actually sleep on - just something that looks like a bed. Hotels need to provide a few basic things. One is that if they say there's 3 beds, there needs to be 3 actual beds you can sleep on. That's not the case here. The sofa sleeper is not bed. It's a bit hard to describe, but picture the soft foam sofa cushion sitting on top of a plywood frame, and that a shorter plywood table slides out from underneath the sofa. The shorter plywood table is suppose to be the bottom part of the "bed" (where your feet go), but it's about 2" shorter than the sofa plywood frame, so when you lay down on it there's a plywood drop-ledge right in your mid-back, where the 2" drop is between the plywood sofa frame and the shorter slide out table. To make this appear like a bed, they fold open the sofa foam cushion to cover these plywood surfaces. The sofa foam is maybe 2" thick, and very soft, so when you lay on it, you can easily feel this 2" wood drop-ledge in your back. In fact, if you don't lay down carefully, you'd bruise your spine. We complained, and their solution was to add a 2" featherbed, which does not fix the problem of the poorly designed and ill conceived 2" plywood drop-ledge. The hotel manager's follow up solution, they moved one of the mattresses from the bedroom, and put it on the tile floor in the living room. So, basically, our 3 bed premium suite really only had 2 beds. Luckily our 4th person ended up not being able to come or else there wouldn't have been anywhere for her to sleep - unless we'd bought an inflatable pool raft. Also, the cleaning staff kept moving the mattress back into the bedroom, so we had to get the staff to come move the mattress back 2 more times! The pool was nice, but needs a lot of TLC (broken and sharp tiles all over). The landscaping and grounds are lovely. Staff were friendly. Food was ok, but the service in the non-buffet restraurants took forever (waited 55 minutes for our dinner order to arrive in the Bistro - and they need more ice cream availability in other locations). But considering what we paid, I expect 3 beds when I pay for 3 beds.