Ratings based on 670 Verified Reviews

4.4 out of 5
93% of guests recommend
4.5 Room cleanliness
4.4 Service & staff
4.5 Room comfort
4.5 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Oct 16, 2017
The resort is beautiful. I think the junior suite would be better with a king size bed instead of two full beds. I guess next time we will have to reserve a master.
Comment from Hotel Management
Oct 18, 2017 by Moisés Vázquez. , Hotel Management
Dear guest, we thank you for choosing Pueblo Bonito and we appreciate your feedback. Regarding your comments either JR or MT they are available in king or double beds, in the future if you decided to book one more time in our resort I would like to invite you to get in contact to our front desk personnel as soon as you have confirmation of your reservation and get in touch prior your arrival to our resort and request a king bed, this requirement may be honored if you call us in advance and it will be easier for both parties to fullfill any request you might have. Best regards.
3 out of 5
Recommended
for Everyone
by A verified traveler from san leandro, ca

Wonderful friendly staff.

Posted Sep 20, 2017
The hotel had the most beautiful views of the ocean all of the trees and the grass everything is so green and beautiful . The rooms were very nice and clean . Staff was so so super . I learned that the hotel offers all of the staff members option of learning English they have different courses that they can take to learn English. They have two restaurants one is abuffet restaurant food was OK but they have another super menu that you can order and the food was super. You pay extra boy it is worth it. The hotel need to advertise that super menu because it was really a good.
Comment from Hotel Management
Sep 21, 2017 by Moisés Vázquez. , Hotel Management
Dear Grandma, on behalf of the personnel from Pueblo Bonito we appreciate your comments and we would be glad to be part of your vacation plans in the future, we are hoping you give us an opportunity to improve your needs, best regards.
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Aug 23, 2017
Nice hotel, on my opinion its too big, the beach has a lot of rocks, the hotel was full, I wont come backnon high season.
Comment from Hotel Management
Aug 23, 2017 by Moisés Vázquez. , Hotel Management
Dear guest, on behalf of the staff and management we appreciate the time taken to share your comments and vacation experience. We hope we become part of your vacation plans in the future and will continue to meet your expectations, best regards.
4 out of 5
Recommended
for Everyone
by A verified traveler from Queens, NY

Excellent Hotel

Posted Aug 21, 2017
Excellent place to spend a short vacation. I would have liked to have more to do at night while on the resort.
Comment from Hotel Management
Aug 22, 2017 by Moisés Vázquez. , Hotel Management
Dear BasMan, on behalf of the staff and management we appreciate the time taken to share your comments and vacation experience. We hope we become part of your vacation plans in the future and will continue to meet your expectations, best regards.
4 out of 5
Recommended
for Everyone
by A verified traveler from Seattle Washington

Summer Vacation

Posted Aug 20, 2017
Pros: The spacious and lovely rooms, our amazing housekeeper Esmarelda, and the beautiful facilities.
Cons: Transportation to and from airport, sales staff, and the way that the English speaking patrons are treated.
Location: The location was beautiful and very well maintained. There were three pools that were all clean, the beach access was nice but it was hard to swim in
We take one nice vacation a year, we have been to Cabo, Puerto Viarta, and Cancun this time decided to try Mazatlán. When looking for places to stay on line Pueblo Bonito popped up I was pleasantly surprised at the price for the all inclusive package, so after doing some research we booked. The room was beautiful and very spacious, our housekeeper, Esmarelda was amazing, the facility was clean and well maintained. The grounds were lovely, the pools and hot tubs were clean and well taken care of. The staff overall was friendly and nice. The only down falls I had with the place was, I think if you pay to stay at a resort they should provide free transport from the airport, we had to pay 120 American dollars for round trip for two, I do not want to hear a sales pitch to buy into the time share while I'm on vacation, and lastly though the staff was overall kind and accommodating I feel that my husband and I were treated differently from the Latina families, we were always sat last, we were waited on after other families and looked over at times. I do understand the language barrier so maybe for some they had a hard time understanding us, but it is a vacation destination. Overall we enjoyed our stay and I would recommend it to my friends. The food was good, the room beautiful, and I can not say enough good about our housekeeper.
Comment from Hotel Management
Aug 20, 2017 by Moisés Vázquez. , Hotel Management
Dear Dawn we thank you in advance for your comments as these are very important to us and allow us to improve our operation. On behalf of the staff and management we offer an apology for any inconveniences that may have arisen during your stay and we ask you the opportunity to serve you again as you deserve. Best Regards.
5 out of 5
Recommended
for Everyone
by A verified traveler from modesto ca

Great stay

Posted Aug 18, 2017
We have been going to Emerald bay for years and are never disappointed. Food is great staff is excellent and they make you feel so at home. Mazatlan is a very safe place to travel. I don't recommend august because it is very hot but we were celebrating my sister birthday and that was where she wanted to go. Jesus and Juan Luis are great bartenders. Very attentive. Alejandro and all the bar staff at Kelleys bar are excellent. They give you great service and do there jobs with a smile. Unlike the United States they do it because it's there job to make you feel special not for the tip because it's not expected but it's very much appreciated. They are not servers making minimum wages of 10 to 15 an hour but more like 1 an hour. Most people don't tip when they are on the all inclusive but that doesn't stop them providing the best service experience you will ever have. My advice to travelers please give them something they deserve it and very much appreciate it. It isn't like the United states where they guilt you into 15 to 20 percent by now even printing what's expected on your receipt.
Comment from Hotel Management
Aug 20, 2017 by Moisés Vázquez. , Hotel Management
Dear Mercedes we thank you for staying with us. We appreciate your feedback and we look forward to continue being your holiday hosts! Regards.
5 out of 5
Recommended
for Everyone
by A verified traveler from Los Angeles, CA

One of our best beach vacations ever!

Posted Jul 23, 2017 on Orbitz
Pros: I really enjoyed that all of the staff was super courteous and really focused on giving great customer service.
Location: Even though there is a shuttle available to get to the other hotel, we suggest renting a car to get around especially if you have kids with you.
Just came back from a 6-night stay at this hotel. My family and I loved it. Our check-in and check-out were quick and efficient. Francia who helped us at check-in was awesome. She is so courteous and attentive. The master suites are so roomy and we had a beautiful view of the ocean. Having two bathrooms available was great traveling with kids. We had plenty of room to spread out. The hotel is very large and there are golf cart shuttles that drive guests around. If you forgot to bring any toiletries or want something to snack on, there are two mini marts that are well stocked. Our kids had a lot of fun at the pool and the beach. There are shallow areas for the non-swimmers. We paid for the all-inclusive option and had a great experience in all of the restaurants including room service. As all-inclusive guests, you are able to eat at all of the restaurants at Emerald Bay (including room service and poolside restaurants) and the restaurants available at the other Pueblo Bonito hotel in Mazatlan. There is a shuttle that drives back and forth between the two hotels every hour. We have stayed at other hotels in Mazatlan in the past, but we were blown away with this hotel. We would recommend it 100%.
Comment from Hotel Management
Jul 26, 2017 by Moisés Vázquez. , Hotel Management
Dear guests, on behalf of the staff and management we appreciate the time taken to share your comments. We hope we become part of your vacation plans in the future and will continue to meet your expectations, best regards.
1 out of 5
by A verified traveler from los angeles

Nightmare at pueblo bonito emerald bay

Posted Jul 9, 2017
Pros: Spa services
Nasty customer service. A lot of mold in bathroom some in the rest of room. I tried to say something about it and the management said "i don't care about it and i don't care if you complain. Or right a bad review "
Comment from Hotel Management
Jul 12, 2017 by Moisés Vázquez. , Hotel Management
Dear Juan. We thank you in advance for your comments as these are very important to us and allow us to improve our operation. On behalf of the staff and management we offer an apology for any inconveniences that may have arisen during your stay and we ask you the opportunity to serve you again as you deserve. Best regards.
3 out of 5
Recommended
for Everyone
by A verified traveler from Phoenix, Arizona

Posted Jul 3, 2017
Nice and Green area around! Never use pool because not enough chairs and umbrellas! Nice beach but big waves is not good for swim
Comment from Hotel Management
Jul 4, 2017 by Moisés Vázquez. , Hotel Management
Dear guest, on behalf of management we appreciate the time taken to share your comments. We hope we become part of your vacation plans in the future and we will improve our operation based on your comments, regards.
5 out of 5
by MASAKI

Pueblo Bonito Emerald Bay has Wonderful staff team

Posted Jul 3, 2017 on Hotels
Emerald Bay has Wonderful staff team! So friendly and the meals ware always perfect. All restaurant servers and food was a great dinning experience. I will return next month for the Family vacation trip again. This hotel has a large size beautiful swimming pool. Located in a far of downtown and convenient location, but you can enjoy a lot beautiful and fun activity place in the HOTEL .
Comment from Hotel Management
Jul 5, 2017
Dear Masaki, on behalf of management we appreciate the time taken to share your comments. We hope we become part of your vacation plans in the future and we will improve our operation based on your comments, regards.