Riu Emerald Bay: Great resort but the front desk staff needs some hospitality training.

This is our second time visiting this resort. You cant beat the weather on the west coast of MX. Hot without the humidity during the day, very dry with cool mornings and nights which allows you to sleep with the patio door open so you can hear the ocean. The food was good. Lots of selection in the buffet for breakfast, lunch and dinner. The Mexican restaurant was good, the Japanese was lacking. Loads of chairs around the pool and on the beach. The pools are nice and set up so you can enjoy the e [... read more]ntertainment staff and the fun and games or some quiet time. The rooms are pretty basic and all face the ocean. We were on the 8th floor and had a good view of the pools and the ocean. The elevators were a problem last time we were there but they have added a few more so we didnt find them to be an issue this time around. The restaurant at the end of the beach to the right of the hotel when you are looking at the ocean is a definite must - Mr Lionso. Incredible view, great food, reasonable prices plus they make their own tequila and they do free sampling to entice you to puchase a bottle. The only thing we had to complain about was the front desk staff. They desperately need some customer service training. We did not get a towel card in one of our envelopes and I noticed this as soon as we got to our room. I went straight downstairs to advise them of this and to get a second towel card and they made me feel like a criminal telling me that I was going to be charged if I lost another card. I hadnt lost the first card! Our second experience with the front desk was worse than the first. My son's 16 year old friend lost his all inclusive bracelet when he was boogie boarding. He had the bracelet when he took the boogie board out from the hotel staff but didnt have it when he returned with the board. He explained that he lost it in the ocean so they sent him to the front desk. The staff would not give him another bracelet and told him if he wanted one he needed to pay them $70 American. My husband and I went to see the front desk staff to try to get him a replacement bracelet and we were told the same thing. Gabrielle was terrible and should be the first in line for customer service training. She was rude and made us feel like we were trying to "pull something over on the hotel". She told us that the $70 American was an administrative cost to replace the bracelet. This is total BS. They don't match the bracelet number to anyone so the excuse made no sense. The way the treated us lead us to believe they have an issue with their employees stealing and selling these bracelets and they were taking that out on the guests. We were told that our son's friend would be hassled all week by security if we did not replace his bracelet. This was our second trip to this hotel and our 14th trip a Riu hotel and we have never received anything but great service with the Riu. My husband and I contacted the Riu via Facebook, via their web page and via the Riu Class Program to let them know what was going on. They were great! Exactly what we have come to expect from the Riu resorts. The front desk called my son's room and told them his replacement bracelet was at the front desk and he could pick it up at his convenience. Thank you Riu Customer Service! Please extend your training to the front desk staff at the Riu Emerald Bay. They risked losing a long time Riu Customer/Recommender over a bracelet that surely cost no more than a nickel to replace. You must get a better procedure in place for managing these types of issues. We have nicer towels at home, so we dont need to steal your towels nor were we trying to secure additional bracelets to try to sell and make additional money while we are on vacation. Aside from these two incidents with your front desk, we had a wonderful trip. Not sure we will ever return to the Riu in Mazatlan but your Customer Service Dept. ensured we will return to another Riu resort. Show less

El Cid Resort Castilla: Wonderful staff and beautiful setting!

This was a wonderful vacation spot and we loved the proximity to the city. The staff was friendly and the beach was beautiful. The breakfasts and lunches were great but the dinners were just average, especially if you are not a meat eater. Overall we had a lovely time on our first vacation with our 7 month old baby :)

Oceano Palace: Great location and decent service

This is not a really quiet hotel but gives a great Mexico experience - many Mexican family guests so you will hear mostly Spanish. However fairly quiet after 5:00 PM so that's what counts. Appears to be striving to maintain and update rooms regularly. Staff are very accommodating to requests as room service sometimes varies. Enjoyed the gym. Great location on the beach and close to many good restaurants.

Riu Emerald Bay: great

this resort is the cleanest of clean the food seems to be going down hill the bars are not serving 5 star drinks the pools are cold execpt for the swim up bar they get in and never leave creating warm water there are a few 0f the staff that dont do squat do they miguel meaaning YOU ex. view this was our 13th time to em bay and love it

Riu Emerald Bay: Riu riu

The riu is about thirty minutes from airport.When we arrived check in was so easy and fast very friendly, room was nice there was a puddle of water on the floor as we entered the room,we spoke with front desk about it we went to grab some food,when we went back it was taken care of,fridge was kept stalked with water and beer every day,there pools were nice, beautiful beach great for walking the weather was pretty good a couple of cloudy days but still was warm.Food was very good you would never  [... read more]starve they also had a beach party excellent bbq they had a band dance floor on beach big bon fire that was very well done , nightly entertainment needs some help,during the day there games were fun,they had a foam party witch was a lot of fun, they need better pillows,and the bed was a little to hard.overall we enjoyed our stay and would return,the second floor is good if you can get it,easy access to stairs so you don’t have to use the elevator.

El Cid Resort Castilla: Above average resort

The rooms were kept very clean.The staff were all very friendly and helpful.Breakfast was our favorite meal.The choices were from many American dishes such as omelettes,waffles,pancakes,eggs,crisp bacon,fruits,breads,cinnamon buns,etc.Lunch time had a variety of choices.We enjoyed the soups.The bar would serve you any drink you would like.Supper also had a variety of food.We're not much for the Mexican foods but we could always choose spaghetti,pork and even turkey.There were lots of yummy desse [... read more]rts and fruits at each meal.We didn't care too much for the a-la-cart restaurants.The evening shows were splendid with beautiful costumes.We liked to sit at the pool so we could participate in various activities.The sandy beach was fine with only a few people selling their wares.Because the temperatures were cooler and the floors were marble,we felt cold all the time.

El Cid Granada: Good value

Hotel is older but neat. Renovations around hotel , so was noisy during the day but these will end soon. Nice pool and pool surrounds. Staff were very friendly. Happy to help. Room older but neat. Had to ask for coffee in room daily , but beds were neatly made and room cleaned daily. Hotel and pool area a lot less busy and hectic vs sister hotels. Food was good and excellent evening shows.

Riu Emerald Bay: AMAZING RESORT

TO START WITH WE HAD A WONDERFUL TIME. THE RESORT WAS VERY VERY CLEAN AND WELL KEPT.4 RESTAURANTS, 3 POOLS, LARGE BEACH, AND LOTS OF ACTIVITIES. IT'S ABOUT 40 MIN RIDE FROM AIRPORT TO RESORT.THE STAFF WERE FRIENDLY AND VERY HELPFUL.I WOULD DEFINITELY GO BACK AGAIN.

El Cid Resort Castilla: Perfection

We went down to get married at el cid Castillo, I can't express how perfect it was. For all ages and wonderful staff. I highly recommend this place for just a vacation or destination wedding. Beyond charming❤( they also went out of their way daily to accommodate my daughter's allergy)

El Cid Resort Castilla: Not bad

The food was good , the grounds were clean, there were only 2 downfalls 1 our mattresses were hard when other rooms weren’t 2 there were a lot of pedlars on the beach but I guess that is to be expected All in all good trip probably 7/10

Riu Emerald Bay: Lovely place

Nice friendly staff. Great food. Helpful people. Activities were fun. We did water aerobics, stretching, bouncy ball exercise, beach volleyball. Waiters were fast and friendly. Food presentation was beautiful. We liked playing cards in the large foyer.

El Cid Hotel Marina Beach: No complaints, beautiful resort!

We were booked into the Marina El Cid in january 2018. Upon arrival we were taken next door to the sister resort Ventus which is brand new. Our room was in building 25, room 314. It was very nice & had a fabulous view of the pools & grounds as well as the ocean! We had run of both hotels so there were lots of options for dining & pools. Beach was lovely, a bit rocky but fine. Food was good, & staff very friendly & helpful! Service was excellent all round & room service was included! Entert [... read more]ainment was great! Everything from stage shows to a harp player. The grounds are lovely to stroll but if you need a ride there are plenty of staff offering rides in golf carts. Puerto Morelos is very close & is a typical Mexican town. I wouldn't hesitate to recommend this resort to couples or families.

Riu Emerald Bay: Would definitely return to this resort!

Everything was wonderful except the beds were too hard. We asked the front desk and the maids put a topper on our beds to make them a bit softer. Huge beach, awesome staff, fabulous drinks and food...what more can you ask?

Riu Emerald Bay: great

this is our 12th visit to emerald bay and every time there are little faults.this time the ceaser mix was putered had a chat with some one problem fixed people moan about the elevators is they are that big of a hurry there are 22 floors of stairs waiting for you clean good food pleasant staff who wont forget you every thing is great ex. the airline sun wing it sucks

Las Flores Beach Resort: Nicely renovated rooms

We stayed here 6 years ago and since then the rooms were renovated and are quite nice. Beautiful views from balcony Pool was way too cold to use, no free internet in rooms but in lobby free turtle slow internet.

Luna Palace: Nice beach and pool

Hotel room was dated but clean. Pool area is very nice, and the beach is great. Lots of restaurants in walking distance, and bus right outside hotel for 11 pesos. Staff were helpful and friendly. Having a kitchen was nice.

Royal Villas Resort: The best vacation we have had in a long time!

The hotel is very clean and the staff are professional, helpful and personable. The location is very central in the Golden Zone, so many restaurants, shops and alot of transportation is available. The rooms are very nice, with super comfy beds and pillows, the kitchenette is well stocked with what you would need to do your own cooking, although you don't need to because the food in the buffet and the restaurant is incredible! The bar staff is also very happy to serve, and will also help you with [... read more] your Spanish! The pool was lovely and right by the beach. The view from the balcony was beautiful and it was very nice to sit there in the evening and listen to the live band at Gus & Gus play. We haven't felt more comfortable and well looked after at a resort in a long time. We also felt very comfortable walking around Mazatlan and using the local buses and pulmonias. The residents of the city that we met are very nice. We would recommend this hotel and Mazatlan for a vacation.

Riu Emerald Bay: Attractive resort

The rooms were nice, but if anything went wrong eg. tv converter you could try for days and not get resolved, The food was ok not fantastic. entertainment not good every thing in Spanish,would be wise to up date microphones and speakers terrible could never under stand anything spoken. The beach was the best thing going nice sand and very long great. At the resort nothing to do except go to beach. This resort could be so much better

Riu Emerald Bay: Excellent Resort

This was my wife and I's first time in Mexico, and we would return to this resort in a heartbeat. Excellent service, pools were clean, and the environment was always positive and friendly. The food was also excelent, as they had a variety of options that would suit picky eaters all the way to vegetarians. Drinks were also always readily available, and their was many options to choose from.

Riu Emerald Bay: Everything perfect

This was the third time we visited this resort and we love it. The beach is beautiful even though the water can be pretty rough at times. It is excellent for walking as is the street out front. The hotel itself and rooms are immaculate and so very clean. The staff go above and beyond to accommodate you. Jose and Pancho will look after you well in the Lobby Bar in the evening. The buffet food is excellent and we never tired of it even after two weeks. Our only negative comment is not in regard  [... read more]to the resort but the late flight with sunwing getting into Toronto and taking one hour and 20 minutes to get our luggage. This is not acceptable. Not a good way to end vacation.