Ratings based on 2,231 Verified Reviews

3.8 out of 5
74% of guests recommend
4.1 Room cleanliness
4.0 Service & staff
4.0 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveller from Salem Oregon

Sad

Posted 17-Sep-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
19-Sep-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 traveller

Posted 06-Sep-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.
Comment from Hotel Management
08-Sep-2017 by Hotel Manager, Hotel Management
Sorry for the inconvenience, I will share your experience we all the managers of involved areas, Hope to host you again , Sincerely,
5 out of 5
Recommended
for Everyone
by A verified traveller from Illinois

Fun reunion

Posted 05-Sep-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
08-Sep-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 traveller

Good try, but will go else where in the future

Posted 02-Sep-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
04-Sep-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 traveller from Los Angeles

Smelly and too many rules

Posted 01-Sep-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
04-Sep-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 traveller

Worst vacation ever!!!

Posted 30-Aug-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
01-Sep-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 traveller from New york

There are better hotels around

Posted 24-Aug-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
29-Aug-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 traveller from california

Great resort activities

Posted 23-Aug-2017
Loved their daily and night activities for adults and children.
Comment from Hotel Management
24-Aug-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
4 out of 5
Recommended
for Everyone
by A verified traveller from ohio

Posted 23-Aug-2017
It was good room was clean just some minor issues we overall had a great time
Comment from Hotel Management
24-Aug-2017 by Hotel Manager, Hotel Management
Dear Nick, Thank you very much for selecting BlueBay Hotels, We are glad to read that your overall experience was positive. See you soon, Sincerely, Frederic Ceglarski Hotel Manager
3 out of 5
Recommended
for Families
by A verified traveller from Kildare Ireland

Family holiday in Playa del Carmen

Posted 02-Aug-2017
Pros: Choice of a la carte restaurants for evening dining. Friendlyness of staff.
Cons: Air con or ceiling fans installed into steak restaurant. Mosquito nets across patio doors.
Location: Location about 20 mins from Playa del Carmen 50-60 mins to Cancun. You need to get a taxi or arrange transport to go anywhere.
All inclusive Family holiday in Playa del carmen for 2 weeks. We had two rooms in building 6 ground floor. Hygiene and cleanliness of room overall good. Air con and ceiling fan in each room. One negative in the room was the size of the beds. We had a room for 2 adults and 1 child, the room had 2 queen size beds which was great for my 8 year old but far too small for myself and my husband. The second room had three adult children and hotel provided a fold up bed along with the two queen size beds, no problem there. We did find some of the clean sheets were actually stained going onto the beds. Good selection of food and drinks at bars and restaurants with good service generally. French, Italian and steak restaurant very good food served, but service and lack of air con in steak restaurant didn't make for a good dining experience. Service at reception very good. ATMs available in lobby along with an activity booking desk. Animation team and kids club very good. Lots of activities by pool and on beach every day. Everyone encouraged to join in. Beach area was a bit of a let down as bulked up a lot by sandbags and excess seaweed. However always plenty of sun loungers available at pool and on beach. Some water sport activities included in package ie, kayaks and sailing catamarans. There was a selection of stores in the hotel but prices were pretty expensive. We wanted to buy a ball for the pool which would be approx €5-8 at home price in shop was US $40.
Comment from Hotel Management
04-Aug-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!!