Pueblo Bonito Emerald Bay Resort & Spa - All Inclusive

“spa”

Service in spa area Yolanda was amazing help with everything. Spa was just perfect. Yolanda was also there and ready to help with anything we needed. There was so much in the rest spa area with the pools to try specifically the cold plunge was just amazing.

“Rejuvenating Stay Abroad”

We love Pueblo Bonito Emerald Bay! This was our fourth trip and as always, the staff are amazing! Our favorites are Jorge Velarde and Jose Ramon at the Adult Pool and Alejandro Padilla Nunez at Kelly’s. We also love Antonio Mercado at Cilantro’s at PB Mazatlan. Their service is impeccable! We hig... more

We love Pueblo Bonito Emerald Bay! This was our fourth trip and as always, the staff are amazing! Our favorites are Jorge Velarde and Jose Ramon at the Adult Pool and Alejandro Padilla Nunez at Kelly’s. We also love Antonio Mercado at Cilantro’s at PB Mazatlan. Their service is impeccable! We highly recommend this resort!

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“Wonderful resort, wonderful people, poor maintenance”

These comments are for a stay in the villas. We are a family of 10 and stayed in Villa 2 for 2 weeks at the end of June. Previous stays had prepared me for maintenance issues. This time was no exception. I will talk about that more later. But once we had gotten these issues addressed, we had a pl... more

These comments are for a stay in the villas. We are a family of 10 and stayed in Villa 2 for 2 weeks at the end of June. Previous stays had prepared me for maintenance issues. This time was no exception. I will talk about that more later. But once we had gotten these issues addressed, we had a pleasant and relaxing time at the resort. I want to acknowledge Jose Luis, who we knew from a previous trip. It took us a few days to find him at the pool, and once we did he provided us the best service of all the waiters we had there. He is very efficient at his job, and is a kind and gentle person. Look him up if you are there! I also want to acknowledge Olimpo, who was the property manager that paid attention to our issues and finally got everything working for us. I had to walk to the reception area multiple times in the first few days, navigate the crowds checking in, be told by the manager there that someone would come to address our issues, but then nothing would happen. When I finally reached Olimpo, he personally came out to the villa, looked at everything, had things fixed, and returned several times to ensure that all was good. Thank you Olimpo. I also want to acknowledge our housekeepers who worked tirelessly to keep our villa clean and stocked. We were lacking many items when we checked in. There apparently was no crosscheck to see how many people would be staying so we were short our requested rollaway beds, towels, washcloths, pillows, etc. This is an easy item that should be checked for every new arrival. Because it wasn't, it was 9 pm the first day until we had our items. Items that had to be fixed included: a gas grill with a missing ignitor, a refrigerator with a broken ice maker, broken air conditioning on 2 different nights, a living room lamp that shocked you when you touched it, a broken fountain in the entry area, an oven that didn't turn on, TV with no connection, and getting locked out of our villa at the end of the first week which required rekeying all our bracelets before we could get back in after being at the pool. It was a lot of things. We did do 1 week of AI out of the 2 weeks there. The food has definitely taken a downgrade, but service continues to be excellent. I would say the best food I had was at the pool! The sandwiches, wings, everything there was great! We persevered and enjoyed our time there. The resort is beautiful. The villa furnishings are a bit old and tired. But we love having our small pool, spa, and grill in addition to the resort amenities. If I had one suggestion, I would say that someone should routinely go through and ensure that everything is in the villa and that all is working properly before check-in for the number of people arriving. That would go a long way to make everyone's experience more pleasant! And it would reduce the number of urgent maintenance calls. I will go here again, steeled with the anticipation that I will have to do this the next time.

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“Good experience, but looking forward to some improvements.”

This was our fourth visit to Pueblo Bonito Emerald Bay. It seemed that this time around there was a decline in food quality as well as food choices that have been eliminated. Our first visit to The Bistro was not up to standard as the food was not cooked to order. This is out of the norm. Gustavo... more

This was our fourth visit to Pueblo Bonito Emerald Bay. It seemed that this time around there was a decline in food quality as well as food choices that have been eliminated. Our first visit to The Bistro was not up to standard as the food was not cooked to order. This is out of the norm. Gustavo was awesome and made sure that the situation was corrected so we appreciate him for that. The adult pool experience was awesome as usual. Jose, Jorge, and Martin are amazing servers and do everything they can to make sure that we are taken care of. They have been at this resort for years, which is a reflection of how Pueblo Bonito treats their employees. Alejandro at Kelly’s is also amazing. All four of these servers treat you like your family, and go out of their way to make sure the experience is awesome. We look forward to Pueblo Bonito making adjustments with the food to bring it back to the levels that it was at one time so that we can continue to make it our resort of choice in the future.

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