Ratings based on 2,253 Verified Reviews

3.8 out of 5
74% of guests recommend
4.1 Room cleanliness
4.0 Service & staff
4.0 Room comfort
3.8 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from california

Nice location

Posted Nov 16, 2017
Costumer service excellent food excellent Very satisfied
Comment from Hotel Management
Nov 17, 2017 by Hotel Manager, Hotel Management
Dear Pablo, Thank you very much for your visit and your nice comments, See you soon
2 out of 5
by A verified traveler from SAN ANTONIO TX

HORRIBLE ATTITUDE THE SATFF

Posted Nov 13, 2017
Pros: THE FRUIT ON BREAKFAST IS OK
Cons: TRAININING TRAINING TRAINING OF YOUR STAFF THEY LACK LOTS OF TRAINING ALSO QUALITY OF THE FOOD CAN BE IMPROVED
Location: THIS IS THE KIND OF HOTEL THAT TAKES 40 MINUTES TO GET OUT IS REALLY BIG AND THER IS NOTHING AROUND IN MANY MILES SO DONT PLAN TO GO ANYWHERE.
I ARRIVERD AT 11 PM RESERVED THOUGH EXPEDIA THEY TOOK 2 HOURS TO FIND MY RESERVATION SO I HAD TO WAIT AT THE LOBY UNTIL 1 AM THE FOOD WAS TERRIBLE THE JUICES WERE SUPER FAKE AND HORRIBLE WATER WITH PAINT AND LOTS OF SUGAR THE FOOD GREASY AND CHEAP THEY HEVE 4 NICE RESTAURANTS THAT SUPOSE TO BE ARE GOOD BUT YOU NEED TO MAKE A RESERVATION SEVRAL DAYS IN ADVANCE SO I DIDNT TRY THEM OUT (HOTEL SCAM) THE BEACH IS HORRIBLE TAKES 20 MINUTES TO GET A DRINK BEAUSE THE BARTENDERS ARE RUDE AND WONT POUR YOU UNLESS TOU TIP THME VERY WELL. I A CORPORATE JET PILOT AND SPEND HALF THE YEAR IN HOTELS AND RESOTS FOR WORK SO I BEEN AROUND AND THIS HOTEL IS AMONG THE WORST I BEEN.
Comment from Hotel Management
Nov 16, 2017 by Hotel Manager, Hotel Management
We wish to thank you for your feedback and for your preference. We regret that your experience with us was not at the level of their expectations, we will share your comments with our executive team to improve our service and our resort. We are at your service anytime and thank you again for your comments, Best regards!!
3 out of 5
by A verified traveler

Nice except constantly getting solicted for time s

Posted Nov 12, 2017
Workers would only speak English when forced and the concierge would constantly try selling you the time share and when found out you weren't interested they wouldn't give you the time of day. Also, 90% of the tourists at the resort do not speak english.
Comment from Hotel Management
Nov 14, 2017 by Hotel Manager, Hotel Management
We wish to thank you for your feedback and for your preference. We regret that your experience with us was not at the level of their expectations, we will share your comments with our executive team to improve our service and our resort. We are at your service anytime and thank you again for your comments, Best regards!!
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Oct 29, 2017
very good the treatment is excellent the hotel in general very good
Comment from Hotel Management
Nov 1, 2017 by Hotel Manager, Hotel Management
Thank you very much for your nice comments and for the pictures enclosed. See you soon, Sincerely,
2 out of 5
by A verified traveler from New York

Worst hotel's beaches on Riviera Maya

Posted Oct 23, 2017
Pros: The drinks were good
Cons: Air conditioned on public areas, fix the beach, keep cleaner the rooms.
Location: Too close to Down town Playa Del Carmen and too far from nice beaches
No air condition on public areas like lobby, restaurants, the hotel was OK but the beaches are horrible, no maintenance on the beaches, too expensive for what you receive.
Comment from Hotel Management
Oct 23, 2017 by Hotel Manager, Hotel Management
Thank you for your positive and for your feedback, See you soon, Sincerely,
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Oct 21, 2017
Great vacation with awesome friends. Public bathrooms could have been better ventilated. Always bring Bug spray.
Comment from Hotel Management
Oct 23, 2017 by Hotel Manager, Hotel Management
Thank you for your visit, See you soon, Sincerely,
5 out of 5
Recommended
for Everyone
by A verified traveler from Oregon

Relaxing stay

Posted Oct 16, 2017
We stayed in the "VIP" emerald suite building. Coba. Everyone was so accommodating and delightful. I enjoyed the food! There was always something for me to eat. The desserts in the restaurants were amazing! The buffets had good selections as well. The resort was celebrating their 10 year anniversary- the resort is beautiful. You can definitely see that a few things are worn and overused- not perfectly shiny anymore. But it didn't affect our stay. The only thing that could use upgrading would possibly be a few of their golf cart shuttles- it seemed that a few of them needed to be maintenanced based on the sound and one we saw over heating when we went for a stroll. But that's the only suggestion I have for the resort. It is off season after all and I did see countless staff tending to the grounds and the buildings. I was impressed overall and will definitely consider coming back to the same resort.
Comment from Hotel Management
Oct 18, 2017 by Hotel Manager, Hotel Management
Dear Friends, Thank you very much for your positive and for your feedback. Thank you also for the nice pictures enclosed. We hope to have the opportunity to host you again soon, Sincerely, Frederic Ceglarski Director Residente
2 out of 5
by A verified traveler from chicago il

Posted Oct 5, 2017
A la carta the food Wasn't good. Plus. Needs more more stuff the resort. Need music at the pool that has to b play all day. Also needs a bar in the pool.
Comment from Hotel Management
Oct 20, 2017 by Hotel Manager, Hotel Management
We regret that your experience with us was not at the level of their expectations, we will share your comments with our executive team to improve our service and our resort. We are at your service anytime and thank you again for your comments, Best regards!!
3 out of 5
by A verified traveler from Seattle WA

Playa del Carmen resort

Posted Sep 21, 2017
First off this was a very inexpensive vacation. We have been to many Cancun resorts in Playa de Carmen and in the Riviera Maya. We have paid up to $1,000 more for the same time frame. We had a great time but I went with very low expectations. I had read many of the reviews about Blue Bay and most of them were very accurate. A few of the areas where this Resort lacked in AC are the lobby, the entertainment room, the 24 Hour bar It made it hard to enjoy the evenings in places that were not air conditioned. The shows themselves were horrible. Not only were the shows terrible but the heat in the room was pretty unbearable. The actual rooms were just okay nothing fancy. Most of the locks on the slider doors in the room have either been broken into and repaired or a stick is your only source of security. We had no problems with anybody trying to break in or any security issues that we know of. We also used the safe in our room for any of our valuables. There are no waiters or waitresses that come around for your bar order on the beach or at the main pool. Nothing opens until 10 a.m. and you have to physically go to the bar yourself to get drinks. The activities around the main pool area were going on pretty much during the whole day. Some of them were cheesy but it was still fun. Mini of the waiters and waitresses and bartenders were actually very kind and very accommodating especially because we tipped. I hate stressing that but it's the truth. A dollar to $5 goes a long ways.
Comment from Hotel Management
Sep 26, 2017 by Hotel Manager, Hotel Management
Dear friends, On behalf of all the staff of BlueBay Grand Esmeralda I wish to thank you for your feedback and for your preference. We regret that your experience with us was not at the level of their expectations, we will share your comments with our executive team to improve our service and our resort. We are at your service anytime and thank you again for your comments, Best regards!!
1 out of 5
by A verified traveler from Salem Oregon

Sad

Posted Sep 17, 2017
Very disappointed front the start. We never received the room we requested 6 months prior to out stay. Was locked out of our room twice. The first time was for two hours. Missed all evening activities. Took 6 employees to resolve it. Asked to have a manager contact us about issues. took 4 days before I went direct to the office and had to wait an hour just t get I'm sorry and 2 free tickets to get into the spa area were everything costs more. Worthless. Rooms were not to clean. Cockroaches were present. Shoe prints on ceiling and walls with dead mosquitoes from passed visitors. We have been to a few other all inclusive and this was the bottom by far. Could go on but I think you'll get the point.
Comment from Hotel Management
Sep 19, 2017 by Hotel Manager, Hotel Management
We regret that your experience with us was not at the level of their expectations, we will share your comments with our executive team to improve our service and our resort. We are at your service anytime and thank you again for your comments, Best regards!!