staff
Great Propery to stay both with or without families as it has amenities for either
What I liked was that there were at least 6 pools on the property and 2 adults-only pools. What I didn’t like: - They never refilled our mini fridge in the room even though it says with a plaque on the fridge that it would be refilled every two days. We had to call to get water and it would take them 1hr at least. -I stated above it was nice to have an adult-only pool but they would still allow kids in the pool and around the adults-only pool. Between the 2 adult pools, there was one directly behind a kids pool so I don’t know why the staff didn’t direct these families to the other pools because the kids would cry, run around, swim in the pool, and take up at least 6-8 lounger chairs with their inflatable tubes. This would lead to less Adults to be able to sit and lounge in the quiet adult area. -The food was decent and that’s a bit of a stretch. I expected a lot more from a Riu but the food was continuously bland, raw or too overcooked and the mobile app they pushed to make reservations for buffet dinners didn’t even work. On top of that, upon check in we were never told you had to make reservations for dinner so be aware of this. - The housekeeping staff cleaned the rooms way too early. They would start at like 7:30am and because the building is concrete every drag and slam of a chair or table echoed would call for an early wake up everyday on vacation. -The staff overall not helpful or kind. Tipping or not, they choose to flirt with others instead of serve you.
Great hotel
Everything
The staff tried as hard as possible to do a great job, but many travelers and guests make their jobs much harder leaving food and garbage around for birds and workers to pick up after them. The mixed drinks were not great, but sticking with beer and wine were better options. Food was plentiful and again, the staff did their best! Our kids and grandkids enjoyed the pools, activities and water slides. The ocean, beach and views are beautiful.
It was a very beautifull place.
We had to move rooms as the thermostat was broken, The refrigerator needed replacing. They did let us move rooms and that room had a worse refrigerator, they did bring us a new one. The staff was great. the grounds and pools were well maintained. As far as the drinks, nothing top shelf, but if you like beer, margarita's & pina colodas, you'll be fine. The rooms new refurbishing Lots of choices in Mazatlan, dont know if I would stay here again though.
Good
Had such a horrible experience at Rui Emerald with receptionist Maria and night security Gamaliel at the sports bar. Maria told me I did not have to stay there that I had other options. She told me if I needed something to go out of my room and go get it . Therefore I left Rui Emerald and checked in at Star Palace and they were wonderful. Alberto bartender at the discoteque was courteous respectful went out of his way to help us a true professional.
Overall experience was good, but customer service received was often illusive and inconsistent. For example, I wanted to use my RIU class points for a day pass, the hotel refused. I was told i could exchange my points into local pesos, then told by another staff member that they can’t do that. Replenishment of beverages in the room did not happen, I was told I have to make a compliant for someone to do something, there’s no proactive checking by operational staff at the hotel. The fridge/freezer gave up, so had to throw away drinks and food stored due to the bad smell. There was no coffee or condiments in the room, the list goes on.
We had to leave to anther hotel we lost our money the staff was not friendly the worst experience
Everything
The service and the swimming pool are very good, The food I did not like at all, I was eating outside every day
Located in Cerritos, Riu Emerald Bay - All Inclusive is within a 10-minute stroll of sights such as Mazagua Aquatic Park and Witches Beach. This 1028-room, 3.5-star property has 5 outdoor pools along with a full-service spa and a free water park.
Start your day off right with a free buffet breakfast, served each morning from 7 AM to 10:30 AM. Enjoy dining at Las Tres Islas, one of 5 onsite restaurants.
Guests can expect free WiFi and flat-screen TVs with satellite channels. Bathrooms have hair dryers and free toiletries. Minibars, ceiling fans, and laptop-compatible safes are also standard. Housekeeping is available on request.
Riu Emerald Bay - All Inclusive features a full-service spa, 5 outdoor pools, and a free water park. You can take advantage of free parking, along with limo/town car service. The 24-hour front desk has staff standing by to help with tours or tickets, luggage storage, and dry cleaning/laundry. Other amenities at this all-inclusive property include a nightclub, a children's pool, and a gym.
staff
Great Propery to stay both with or without families as it has amenities for either
Dear Eduardo,What makes us really happy is learning you enjoyed your stay.Thank you very much for your wonderful review!Wishing to see you again very soon.Warmest Regards, Eduardo,Hotel Riu Emerald BayOnline Reputation Manager
What I liked was that there were at least 6 pools on the property and 2 adults-only pools. What I didn’t like: - They never refilled our mini fridge in the room even though it says with a plaque on the fridge that it would be refilled every two days. We had to call to get water and it would take them 1hr at least. -I stated above it was nice to have an adult-only pool but they would still allow kids in the pool and around the adults-only pool. Between the 2 adult pools, there was one directly behind a kids pool so I don’t know why the staff didn’t direct these families to the other pools because the kids would cry, run around, swim in the pool, and take up at least 6-8 lounger chairs with their inflatable tubes. This would lead to less Adults to be able to sit and lounge in the quiet adult area. -The food was decent and that’s a bit of a stretch. I expected a lot more from a Riu but the food was continuously bland, raw or too overcooked and the mobile app they pushed to make reservations for buffet dinners didn’t even work. On top of that, upon check in we were never told you had to make reservations for dinner so be aware of this. - The housekeeping staff cleaned the rooms way too early. They would start at like 7:30am and because the building is concrete every drag and slam of a chair or table echoed would call for an early wake up everyday on vacation. -The staff overall not helpful or kind. Tipping or not, they choose to flirt with others instead of serve you.
Dear Lexi,We truly appreciate the time you took to write this review. As we pride ourselves on providing great service, we are sorry to read that your stay was not fully satisfactory and that your experience was not what you expected. We have shared your feedback with our team. Best Regards,Hotel Riu Emerald BayOnline Reputation Manager
Great hotel
Dear abraham,Thank you for taking the time out to leave a review! We look forward to seeing you back again soon. With our best wishes we remain, Hotel Riu Emerald BayOnline Reputation Manager
Everything
Dear Gerhard,We strive to make all of our guests feel welcome and relaxed during their time with us, therefore, we are very grateful for your fantastic feedback.Thank you very much Gerhard!Looking forward to your next visit.Warmest Regards,Hotel Riu Emerald BayOnline Reputation Manager
The staff tried as hard as possible to do a great job, but many travelers and guests make their jobs much harder leaving food and garbage around for birds and workers to pick up after them. The mixed drinks were not great, but sticking with beer and wine were better options. Food was plentiful and again, the staff did their best! Our kids and grandkids enjoyed the pools, activities and water slides. The ocean, beach and views are beautiful.
Dear Marcia,Thank you for sharing your feedback. We are pleased to hear that your stay with us was great and that you enjoyed our service.We look forward to welcoming you soon again.Sincerely,Hotel Riu Emerald BayOnline Reputation Manager
Dear Araceli,Our efforts are rewarded when we read that our dear guests have enjoyed a well-deserved holiday.It is nice to know that we are doing a good job and that it is appreciated by our wonderful guests. And it's fantastic to read that you enjoyed your holiday.We look forward to hosting you again soon.Thank you very much, Araceli!Warmest regards,Hotel Riu Emerald BayOnline Reputation Manager