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4.5
#10 of 106 hotels in Mazatlan
Location
Cleanliness
Service
Value
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Each suite comes with a panoramic ocean view from your private balcony and has amenities like outdoor Jacuzzis, a beauty salon with mini-spa and tennis courts nearby. Relax below 150-year-old mangroves that surround a free-form pool and stroll the shoreline by the bay. Located next world famous sport fishing waters, golf courses, and the Gold Zone, you can enjoy any number of nearby activities on both land and water.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Romantic
Green
Languages Spoken
English, Spanish
Location
Av. Ernesto Coppel Campana 201 Zona Nuevo, Mazatlan 82110 Mexico
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Nestled on the oceanfront, Pueblo Bonito Emerald Bay Resort & Spa is appreciated by guests for its jungle-like grounds and tranquil atmosphere. While the expansive location earns high marks, some travelers note the rooms could benefit from modern updates and improved maintenance.
Cleanliness is generally celebrated, but there's a sentiment that the resort's value is waning due to rising costs. Amenities like multiple pools and a notable spa receive accolades, and while service is often exemplary, occasional delays are mentioned.
Location
Beachfront
Atmosphere
Inviting
Rooms
Dated
Value
Expensive
Cleanliness
Mixed
Service
Attentive
Amenities
Outstanding
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Most beautifully landscaped and layed out property we've visited. Pools equally beautiful, however, temperature was chilly the first few days and seem to warm up slightly thereafter. Not warm enough to entice many guests. Rooms were clean, modern, beautiful and included a kitchen for those not on an all-inclusive plan. Even with the all-inclusive plan, you must sign an itemized cheque at the end of each meal or bar tab even though the total is zero. There are several carts to whisk you from one end of the resort to the other, should you desire to change pools or restaurants. Beaches are beautiful and clean but we seem to be there when swimming was closed due to Man O' War (jelly fish) in the ocean. We did see several of the blue jellyfish along the beach. You have a free, beautiful big bus to shuttle you to their sister resort in Mazatlan. Although the other resort is currently under extensive renovation, they have a restaurant called Cilantro's which brought us back 3 times. Kelly's Bar included a talented, inspiring musician, Rafael Rodriguez to entice guests to dance around the tables as there is no dance floor. There were some particularly outstanding staff that made our trip that much better. Our WestJet representative, Gustavo was the most knowledgeable, personable, enthusiastic tour guide to and from our resort we have ever had. Mateo at PB Mazatlan and Fabian at PB Emerald Bay were our favourite pool servers. Adriana (cook), Freddy, Fredin, Oskar, Senor Enrique Bonilla were favourite restaurant staff. Although gratuities are included in the all-inclusive package, tipping is most appreciated.
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Date of stay: January 2020
Cleanliness
Service
Sleep Quality
Room Tip:There are elevators if you choose the 3rd floor.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from GM_PBonito, Director General at Pueblo Bonito Emerald Bay Resort & Spa
Responded 30 Jan 2020
Dear Aprilvdg, How wonderful to receive such a kind review. Your descriptive testimony of the impressions and wonderful rating of your recent vacation is dearly appreciated and we thank you for the kind review. It is with great pride that we have read your wonderful comments and feedback. On behalf of all of us here at Pueblo Bonito Emerald Bay, I would like to thank you for your appreciation to the services provided during your recent stay. We can assure you that your comments represent a major factor of motivation to all the staff and it inspires us to continue on our mission to deliver first class service. Hope to see you soon!
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We just returned from our third stay at Pueblo Bonito, Emerald Bay resort and absolutely love the property and amenities! As we were staying with family in a Villa, our experience might be slightly different from others. We were not booked as all-inclusive guests, so meals and drinks were either purchased or taken at 'home'. The cost for basic supplies is pretty hefty at the on-site shops so a well planned trip into town is necessary, but also fully expected. The villas have their own pool, hot tub, BBQ, fully equipped/expansive kitchens and so much more...they are HUGE!! We have been truly spoiled on these visits. The property is wonderful for morning walks, the gym is the largest and best I have ever seen at a resort, and the spa experience (we just tried it this year) is magical. Our son has always loved the painting project opportunities...I think we came home with 5 pieces this year! The sister resort in town is also available by free shuttle It is currently being renovated by section, but thus far the upgrades are amazing. The beach walk from this location is the best, and plenty of water activities/tours are available to fill a day of excitement.
***Particular shout out to Jose Luis Nevarez, our Emerald Bay poolside pal who takes care of our every wish when we spend time there (which is typically most every day). We have come to know him well and we always make a point to set up camp in the section he is working. All of the staff are responsive and extremely helpful, but Jose Luis has just become one of the familiar and welcome treats we look forward to on each trip. I'd look for him**
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Date of stay: January 2020
Value
Service
Sleep Quality
Room Tip:If larger groups or a couple/few families are travelling, the Villas are incredible and probably...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from GM_PBonito, Director General at Pueblo Bonito Emerald Bay Resort & Spa
Responded 24 Jan 2020
Dear ghawkrobbins, How wonderful to receive such a kind review. Your descriptive testimony of the impressions and wonderful rating of your recent vacation is dearly appreciated and we thank you for the kind review. It is with great pride that we have read your wonderful comments and feedback. On behalf of all of us here at Pueblo Bonito Emerald Bay, I would like to thank you for your appreciation to the services provided during your recent stay. We can assure you that your comments represent a major factor of motivation to all the staff and it inspires us to continue on our mission to deliver first class service. Hope to see you soon!
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I spent two weeks there in late September with three friends. (I am an owner, but had not been for decades.) The suite was comfortable and had a great ocean view. The food ranged from decent to excellent, and the service was always impeccable. I recommend the all-inclusive package for convenience. Staff and guests alike observed masking and social distancing, and surfaces were continually sanitized. There are three pools, each with its own character, but our favorite was the Bistro Pool. There are three waiters at that pool that I especially want to recognize. Luis Felipe Orendain Espinoza, Leonardo Daniel Rosales, and Leonel Orendain Aguilar were very attentive and friendly, making sure we wanted for nothing. Just two complaints: (1) the time-share sales staff were aggressive to the point of rudeness; (2) the only ATM on property was out of cash for the entire two weeks.
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Date of stay: September 2021
Location
Service
Sleep Quality
Room Tip:Balcony views are best on the higher floors.
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Response from Pueblo Bonito, Director General at Pueblo Bonito Emerald Bay Resort & Spa
Responded 12 Oct 2021
Dear Guest, Thank you for sharing your experience with the TripAdvisor travel community. We are delighted to hear that you consider the service and staff exceptional, our team always strives for excellence and is committed to delivering exceptional service. We are sorry you felt some of the services were not up to par. We value your feedback and will review the points you brought up with our team and strive to improve. Thank you again for staying with us and we look forward to welcoming you back in the near future. Kind regards, David Tussi General Manager Pueblo Bonito Emerald Bay Resort & Spa.
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While the property is still beautiful and many of the staff are still wonderfully attentive, the buildings, rooms and furniture in particular are rundown and needing attention. There is a lot of construction in Mazatlan and there will soon be better ooptions in Mazatlan, PBEB has lost its high-end quality. Food quality has also gone down, this causes many people to eat off site. We've talked to many people who are experiencing the same disappointments and it's really unfortunate. Also a lack of anything new for entertainment. They have not kept up with some tradition but new and interesting things to captivate people and continue making new memories. I shared many ideas as have other people's. Evening movies at the pool, live poolside patio music or karaoke in the evening. Interactive dining opportunities, bring back some evening performing, not every night but a couple high-end options. The list just goes on of what could be added. The place is dead by seven pm. Lots of new construction in Mazatlan so we've been spending our money there, including recent stays to try places out and some have been very nice!!
Maintenance fees better start replacing furniture that is stained and worn out it's actually gross, let alone a lack of any comfort. And the units are needing attention or people will stop coming here. People who have money and have loved this place are not going to put up with it much longer.
Fake flowers in the lobby entrance and other public areas?! Really in a climate where real flowers should be pridefully displayed. The fake is tacky! No longer do towel art, pillow menu, bedtime turndown service with a mint or chocolate on the pillow, no longer a rug between the beds in the bed Master room, sushi in the bistro on for limited time and many of the food options are no longer quality options, no evening performances at the buffet, no colorful lights in the circle drive that used to be trees and cheerfully classy, the activities are so minimal and people don't participate because it's the same old. Again, there is just so much that is lacking. It's unbelievable how the pride has disappeared by owner and top management.
To top it off, each year we go to the owners "update" and enjoy hearing and seeing anything new. Even though over the years most of what we have been told has not been accurate. So we planned to do this and then benefit from the discounted AI because with the discount it still allowed us to go off site in the evening when the place shuts down. But guess what, no advance communication to owners about this change but they no longer offer this option. So many many many people we talked to around the pool were very unhappy, actually angry about this change happening with no notice for owners to be aware of this in their travel budget. It's all about expectation and some of the people said this was the last thing to now cause them to decide it was their last trip to PBEB.
Some of the staff are really the only steady thing that is still good here. We live several of the employees and I would not be surprised if they move on to the new options moving into town.
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Date of stay: March 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Armando García, Marketing at Pueblo Bonito Emerald Bay Resort & Spa
Responded 6 Apr 2020
Dear harleytravels We are sorry to read of what a disappointing stay you had and only wish we had known of your dissatisfaction before you left us. We apologize for the situation you experienced with your room, we like to think that when on occasion we have a guest whom is unhappy with any aspect of the hotel and its services, which we successfully manage to change their perception by correcting the issues they are unhappy with. We also like our guests to feel they have value for money and don’t like the idea of our visitors leaving dissatisfied with something they have paid for. We do hope we will have the pleasure of welcoming you back on a future visit. Rest assured that your feedback will most definitely assist us in ensuring that we are consistently providing our guests with nothing less than the best, and we do hope that you will give us a chance to redeem ourselves. Sincerely,
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We enjoyed our stay at Emerald Bay. They took great care to ensure the safety of all. Upon arrival our luggage was sanitized, then we enter a booth and were misted so that we were sanitized. This occurred every time we returned to the resort. ALL people wore masks.
Meals were delicious. Our last night there we attendees the special steak dinner. We had grilled surf and turf, there was live music and tables were set up outside with the ocean and sunset as a backdrop. The service was impeccable-thank you Jose, Antonio, Moreno, Marcias, Nahu, Habram, Rios, and Saberom (please forgive me if I missed or misspelled a name). We also ate at the Bistro. The staff there also went out of their way to make dining a memorable event. I had Eggs Benedict cooked exactly as I requested. I regret that I do not have the names of the wonderful people who did there best to make every detail perfect.
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Date of stay: October 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Armando García, General Manager at Pueblo Bonito Emerald Bay Resort & Spa
Responded 24 Oct 2020
Dear Ambassador828319, Thank you so much for posting your review on TripAdvisor. We are overjoyed to know you relished your stay. It is wonderful that you took time to recognize the impeccable service you received during your visit. Our vision is to a create comfortable and relaxing vacation for our guests, and I am elated to know we have done so for you. Thank you again, and we look forward to welcoming you back soon. Best regards,
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1st when you arrive, you are giving hand sanitizer and ushered to a booth where your asked to place your forehead up to a scanner that takes your temperature. Then you step into a sanitization booth that sprays you with a solution while you are exposed to an ultraviolet light. We Checked in with Cristian who was very kind and thorough with cleaning protocols. Our Suite had a beautiful display of rose peddles in the shape of a heart and bath towels in the middle shape like doves. We had Jesus the service manager handle, an issue we had. He was kind and helpful and solved it immediately. When we were early and our room wasn't quite ready, we went into the Bar in the Lobby, Kelly's Bar. Its décor was historical in an interesting way and also elegant. The Bartender was setting up and served us on the spot even though we realized he wasn't technically open for another 20 mins. He served a hell of a drink too. Our Favorite Bartender was Jorge at the Adult bar. Normally a Server only but had the experience and was hands down our favorite Bartender out of the whole trip. He wasn't overpouring or anything like that. He made us a banana daiquiri and we couldn't find another one up to his stature the rest of the trip. We tried them in probably with 5 or 6 different Bartenders just at Emerald Bay. Then we ate and drank at the other P.B. and still couldn't get better then Jorge. And I also had other drinks with him that day that were just as good. Alejandro at Kelly's Bar was a great Bartender too. He brought us extra drinks at the adult hot tub since the bar was closed there already and we had time before the facility was closed for the night. He also had booked us a table for a live music and 4 course dinner on a special night. It was our favorite event of the trip and we had many great moments to choose from. WE Love live music and the musician they had playing that night was truly amazing and talented beyond all belief. We of course bought his CD's and the people that also were invited to a 10 table max dinner was so delighted with his music that they paid for him to stay and play another 3 hours past his set. The dinner was 7-10pm and we stayed well into the night closer to the early morning. We were so happy we met Alejandro & was fortunate to get a table. We haven't seen live music in over a year now and it Gave us joy we didn't know we were missing. We ordered Mexican coffee and the Manage Adrian did an amazing show with fire. GREAT SERVICE All Around!
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Review collected in partnership with this hotel
Date of stay: January 2021
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
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Response from Armando García, General Manager at Pueblo Bonito Emerald Bay Resort & Spa
Responded 2 Feb 2021
Dear Jes B, Thank you for your review, it is always a pleasure hosting you. Your review was comprehensive, kind and insightful. This should certainly help future travelers visiting our hotel to make the best out of their stay at Pacifica, you clearly understand the culture and the purpose of our resort. We so appreciate that you took the time to name many of our hardworking team members and we'll make sure to pass on your kind words to them. We all look forward to the privilege of serving you on a return trip to your home away from home, if there is anything we can do to accommodate your needs please do let us know. Kind regards,
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Staying at Pueblo Bonito Emerald Bay for a week was a great time. They were good food options on the resort the resort was very secure I felt super safe and they have taxi services waiting outside to bring you anywhere in Mazatlan safely. Personally I used a rental car and felt safe driving around but it’s all about personal preference. The fitness center is one of the best I’ve seen at any resort I’ve been to and the service and politeness of the staff was exceptional. You come to the resort and you’re immediately in paradise you hear birds all day you see iguanas and the landscaping is always kept very neat and nice. Will say that the resort is kind of big so depending on where your room is you will have to do a bit of walking this may be troublesome for those who are disabled. When you arrive the staff will ride you and your luggage in a golf cart to your room but don’t expect them to drive you around everywhere they have other things to do but when you need them you could always call and have someone pick you up from your room to bring you if needed. Restaurant I’d recommend the most is Kelly’s bar especially with the live music. i definitely recommend for families with kids especially the all inclusive package.
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Date of stay: July 2021
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from General Management, Director General at Pueblo Bonito Emerald Bay Resort & Spa
Responded 15 Jul 2021
Dear Maps65850209568, We thank you for your kind review and valuable recommendations, on behalf of all of us here at Pueblo Bonito Emerald Bay Resort & Spa, we would like to thank you for your appreciation of the services provided during your recent stay. We can assure you that your comments represent a major factor of motivation to all the Pueblo Bonito team. It was our pleasure having you as our guest and we hope to see you again soon. Best regards, David Tussi General Manager Pueblo Bonito Emerald Bay Resort & Spa
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When we bought in here at Emerald Bay we were promised every year at the villas would be updated new furniture new beds new appliances this has not happened in over 15 years. Constantly we are calling to get help with broken items in the Villa. The furniture is so dirty and disgusting. The patio furniture has bird poop all over it and all they do is turn it over to use the other side oops that one is even worse they don’t clean it they don’t wipe it off nothing terrible. First day we got there go to use the pool oops there’s a glass in the pool almost cut our feet try to use the hot tub oops it’s dirty and slimy hasn’t been cleaned at all tonight‘s later go to use the hot tub it’s colder than hell it was hot now it’s colder than hell they come by and they shut everything down it’s just a terrible terrible experience where are our maintenance fees going they’re going to Cabo to keep updating there and keep his number one prize resort going this is terrible do not buy here I would not even suggest for someone to vacation there it is terrible terrible terrible do not invest your money here do not waste your time here. Again the maintenance fees are to maintain the property nothing is being maintained nothing. And with Covid and they’re cleaning right now they’re worried about somebody coming bringing Covid in they should worry about their bird poop all over everywhere you walk in your tracking that into everything you may go in their sanitize machine but then you get to a taxi go downtown come back you’re not required to go in it again they’re sanitizing is a joke.
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Date of stay: May 2021
Location
Cleanliness
Service
Room Tip:Stay somewhere else
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from General Management , General Manager at Pueblo Bonito Emerald Bay Resort & Spa
Responded 27 May 2021
Dear AjLinder1, Thank you for taking the time to express your comments and concerns about your recent stay. Would like to kindly mention that the maintenance program within the Pueblo Bonito properties continues, no relevant changes have been made in the decoration and / or distribution of the villas but everything possible is done to maintain the quality standard required. Whenever any dissatisfaction is encountered, we encourage our guests to contact the manager on duty to address these matters and to offset these difficulties. We assure you that these outcomes were not intentional as the comfort of our guests is our highest priority. We thank you for your feedback, for us, you are part of the family! We remain at your service and sincerely hope to have you back. Warm regards,
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There are a lot of positive things about this resort but also quite a few negatives. The rooms are beautiful and have a lot of eclectic charm and tiling but don't be fooled like we were - every suite does not come with a balcony. Ours did not, despite our room description saying it had a "private terrace" - this turned out to be an indoor space with a table, no outdoor space. We also upgraded to Queen beds, and then learned there are no queen beds. Slept in doubles. The pools are quite cold, the hot tub was murky dirty and full of debris, and the buffet was one of the most limited I've ever seen in Mexico. Kids options were really minimal. Adult options were limited too. On the plus side, the wait staff and golf cart caddy staff were extremely personable and friendly. Poolside food and drink service was excellent. The option to shuttle to the sister hotel is great, and we did it twice and had fun both times in the other pool (warmer) and at the other restaurant (beautiful) despite the other location being under major renovations.
Lastly - after we checked out, we were refused service. We were travelling with 3 kids under 9 years old and were told that since we checked out of our room we were no longer guests at the restaurants. We left hungry and a bit insulted by the frowns and rude service. This policy should have been communicated, as it is unusual. I spoke to Tania at the front desk and she was probably the rudest person I've ever encountered in Mexico, and we travel to Mexico every year. First time to Mazatlan and it was a shame that we ended on such a low note. True customer service doesn't end at room check out and seeing the change in attitude was a big turn off.
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Date of stay: February 2020
Service
Room Tip:Confirm bed size and balcony because descriptions are not true.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Armando García, Marketing at Pueblo Bonito Emerald Bay Resort & Spa
Responded 16 Apr 2020
Dear justinee147, Firstly we would like to thank you for taking your time to share your thoughts with us and the TripAdvisor community even though. We are saddened to learn about aspects of your stay that did not live up to your expectations. Thank you for your compliments and please note that all your mentioned concerns has the highest priority and will be taken into consideration straight away. If you would choose to return to Pueblo Bonito, please do not hesitate to contact us if we can assist you in any way possible, your feedback is very important to us. Warm regards,
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There are many hotels in Mazatlan to pick from, but if you want relaxation, low key party atmosphere, then Emerald Bay may be an excellent choice. Also, they easily have the most breathtaking landscaping of any hotel in the Mazatlan area. We have stayed there 6 times to date, mostly for the quiet time around the adult only pool area, and we have become friends with a few staff that make it special just to be there. We usually take one week All Inclusive, then take the hotel shuttle to the golden zone for the 2nd week dinners. There are huge pools if you come with the family, plus a pool by the bistro, as well as a small swim-up pool for adults only. Kelly's bar just off the entrance lobby is also a good choice for after dinner drinks and there is usually some live entertainment 3-4 nights weekly. There is Antonio who is wonderful to see in the evening if you want to walk to the bistro for a desert and drink. The bistro also has select breakfast and lunch menu's if you want a break from the buffet or pool food. We enjoy outside breakfast's at the buffet with so much to choose from. It doesn't hurt that you get some good bantering with Claudio, Jose, and Haro. Excellent people that we so enjoy having even just a few minutes to share together. Most of all, we have to say we are missing Jesus who drives the golf carts around the resort to help those having trouble walking, or those of us who frequent the buffet way too much. Jesus is a young man with wife and 4 year old daughter who puts in lots of working hours and who really enjoys meeting people. He would make an excellent ambassador for the hotel, as he is also a wealth of info for the Sinaloa area. His English is much better than my Spanish and he is eager to learn more. I did not rate Emerald Bay a 5 star this year. Even though the grounds are beautiful, the rooms are becoming somewhat dated and "tired". Not so bad that we wouldn't come back, but still ....
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Date of stay: January 2020
Cleanliness
Service
Sleep Quality
Room Tip:New building #25 3rd & 4th floor views incredible. Beach nice to walk on but you can't...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from GM_PBonito, Director General at Pueblo Bonito Emerald Bay Resort & Spa
Responded 11 Feb 2020
Dear Gary K, I am thrilled to read of what a great time you had staying at Emerald Bay and would like to take this opportunity to say a big thank you for your review. Making every guest’s stay perfect is our ultimate aim and to receive these kinds of reviews and feedback mean a lot to us. On behalf of Emerald Bay team, we thank you for your kind words and look forward to hosting you again soon. Sincerely,
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Hi Susan; Nothing has changed at Emerald Bay. It's old, yes, but we love our people who work at the resort. We also love its quiet and the lush surrounding area. We can always go into town if we want a change in the food. We find the larger deli has some great food items as well as the pool food. We don't generally eat buffet or the Bistro restaurant, instead we go into town. Hope this helps
Los Angeles, California35 contributions11 helpful votes
You can request a upper room but remember your there to have a good time not stayed locked up in a room also there are rooms with balcony and some with just lots of windows, all are nice but remember there are lots of pools and paths to walk. Its a long way from the town ( were all the other resorts are) but they have a bus to take you to the other Pueblo in Mazalan (for free) were the beach is very friendly to enter and close to other spots to visit, eat and shop and rides on open air cars for a good price. The all inclusiveis good and includes off site dinning and drinking. if you enjoy drinking the go to the pool it more than makes up for dining and drinking outside (in town)
There are more places to choose from in the Mazatlan area.
PRICE RANGE
$355 - $721 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
pueblo bonito emerald bay hotel mazatlan, mazatlan emerald bay, pueblo bonito emerald bay mazatlan, emerald bay mazatlan
LOCATION
MexicoPacific CoastSinaloaMazatlan
NUMBER OF ROOMS
252
Prices are provided by our partners, and reflect total costs of the stay, including all taxes and fees known to our partners. Please see our partners for more details.
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