Ratings based on 2,242 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
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
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!!
3 out of 5
Recommended
for Everyone
by A verified traveler

Posted Sep 6, 2017
The hotel staff is amazing and very friendly. Many knew multiple languages and made a point to know their customers. The hotel is ok. Some of the facilities do need improvements. The pools were not too clean (murky water). The timeshare/circle one membership employees were very pushy. I did not like being tricked into attending one of their sessions. The receptionist told us as a welcome to the resort we were being offered a special complementary breakfast on our first day. She called us in the morning and even picked us up from our room. This was very uncomfortable for me as I hate confrontation and tell her it was unnecessary but was ignored. I go on vacation to relax not to be harassed about joining the time share clubs.
5 out of 5
Recommended
for Everyone
by A verified traveler from Illinois

Fun reunion

Posted Sep 5, 2017
Pros: Spa and relaxing pools
Location: Stayed on property
6 ladies traveling to see each other and enjoy a few days. Great time was had by all.
Comment from Hotel Management
Sep 8, 2017 by Hotel Manager, Hotel Management
Thank you very much for your nice comments, See you soon, Regards,
3 out of 5
by A verified traveler

Good try, but will go else where in the future

Posted Sep 2, 2017
It was a good hotel, but there were things that were discouraging. We will be trying a different resort in the future. The beach are they had was awful. The beach out in the water was rocky, no sand at all and the water was muddy and dirty. But you are able to walk to other resorts and enjoy their nice sandy, clear beaches. The food wasn't super great, but it was an average buffet. Most everyone in our family ended up getting some sort of stomach issue from eating the food. The facilities were fine, but everything is incredibly spread out, so there is a lot of walking. The beds were really uncomfortable, and one family member of ours had blood on their window shades and had to use their room card to enable the air conditioning to run. Most of their eating facilities don't have air conditioning, which wasn't a big deal, but in the evening after being in the sun all day, the facilities can get extremely stuffy and hot. It is also far from downtown Playa del Carmen and Cancun, so if you wanted to go anywhere, the taxi shuttles or excursions were more expensive from being further away from everything. The nice thing was the size of the pool, which compensated for the bad beach. Good stay for the cheap prices we paid, but would have rather spent a little more money on a nicer facility with better amendeties.
Comment from Hotel Management
Sep 4, 2017 by Hotel Manager, Hotel Management
Thank you very much for your feedback, Hope to see you soon, Sincerely,
2 out of 5
by A verified traveler from Los Angeles

Smelly and too many rules

Posted Sep 1, 2017
Pros: The bartenders, the hostesses, and the bus boys were the nicest we talked to. The pool water was warm and soothing. And it was beach front.
Cons: Demanding a reservation to eat is a travesty especially when it should be made the day before check in! Long buffet lines for very mediocre food!
Location: I feel it is very difficult to leave. And you need a branded bracelet to go with you.
They are undergoing construction when the rooms need renovating already. The location reeks, and I'm not one to get easily offended by smell. ALSO we were hungry having just checked in after a grueling process but denied entry to multiple restaurants because of a lack of reservation or unreasonable dress code or both unapologetically while the buffet line for very mediocre food was an hour wait. If you like blue drinks and getting hammered, this is the place for you, but you can't get any drink without an excessive amount of sugar added (except for fresh fruit juice on Tuesday or Thursday which is unsettling since Mexico has AMAZING fruits)! Oh and the cockroaches are a fun surprise, too!
Comment from Hotel Management
Sep 4, 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!! Frédéric Ceglarski
2 out of 5
by A verified traveler

Worst vacation ever!!!

Posted Aug 30, 2017
Worst vacation! Main restaurant has no AC and only a few doors open so it's VERY hot. Pool was dirty, beach was horrible!! Lot's of seagrass, they raked it and put it in bags which they covered with sand barely so you're walking on the bags and seaweed to get in the water. There was only one good night club which did not have AC. Couldn't dance as it was too hot. The wait staff and bartenders were GREAT!!! Ask for Maury in the main restaurant and he'll take care of you. The rooms need major upgrades but were comfortabe. The AC worked in the rooms. There was a sewage smell which could have been the construction going on. The animals were cute! Find somewhere else!!
Comment from Hotel Management
Sep 1, 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!! Frédéric Ceglarski
2 out of 5
by A verified traveler from New york

There are better hotels around

Posted Aug 24, 2017
Went on vacation and as soon as we get to the hotel they gave us a room with a broken a/c. Had to the front desk to get a room with an actual working a/c. The pool is nice to hang out and relax. When you go to the beach however the water is very dark and dirty. When trying to go to the spa which on the information guide said they close at 10pm they told us at 7:30pm they were closing in about a half hour. If you go to 5th ave further down in playa del Carmen there are other hotels and the water in the ocean is very nice clear and relaxing. There are also very nice shops you can visit and shop around in. This hotel was disappointing I really expected more than what I got.Would have rather stayed in a place over by 5th avenue in playa de carmen to be honest.
Comment from Hotel Management
Aug 29, 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!! Frédéric Ceglarski Director Residente
5 out of 5
Recommended
for Everyone
by A verified traveler from california

Great resort activities

Posted Aug 23, 2017
Loved their daily and night activities for adults and children.
Comment from Hotel Management
Aug 24, 2017 by Hotel Manager, Hotel Management
Dear Friends, Thank you very much for your visit, I will share your great comments with entire Sports & Entertainemnet Team. See you soon, Sincerely, Frederic Ceglarski Director Residente