Skip to main content
Beginning of main content

Recent guest reviews

Huge property but transportation from reception to the beach was working great, drivers was great, stoping not only in waiting area. One only minus, was bad AC in the room !

The worst vacation of my life! Make sure you read to the end; 1. The room we booked was not the room we received, as result ended up changing rooms 3 times in 3 days, the last 2 rooms where exactly the same and the last room did not have Wi-Fi, for someone that was supposed to work a few days it did not help. 2. No Hot Water, when contacting the desk, we were told that only warm water was available. 3. The food was sub-par, the buffet was the same rotated food every day and even in the restaurants the quality was not very good. 4. Wife got food poising, spent 2 days in bed. 5. Only one bar available for the pool and beach area, so if you wanted a drink you better have patience. 6. No snack bar on the pool or beach area. 7. Beach water was very murky and not what the promo pictures displayed. 8. On the my first day there I cracked my head open in 2 feet of water which required 10 stiches b/c the water was so murky and the hotel did not have any signs that stated it as a rocky beach even the lifeguards deem that part of beach unsafe but the hotel refuses to post a sign. After this incident I spent 2 days trying to get a hold of a manager but kept getting the runaround but after much push back I was able to see a manager who was polite but did nothing to improve our stay. There was never a follow up after the incident from any supervisor or manager, it seems that only the daily workers are supposed to care for their guests. Extremely poor Customer Service.

I have limited walking ability and was able to fully enjoy this vacation. It was so good, I stayed for 3 weeks.

Poor maintenance on property and one of the restaurants food was horrible they served us cold and hard french fries we complained and they just heated them up and gave us back same old fries

The pool was great but ensure the chairs are in good condition. If the chair is broken remove from pool area. Majority of the chairs were broken. The food buffet had not many choices what you eat for lunch is what you eat for dinner. Also, if the food needs to be hot like pork chops, chicken and/or fish. It should be hot not cold. Many of the food choice I took was cold. I barely ate. Thank God for bread. You will eat sometimes with cats, birds and/or other animals. Not everyone is comfortable with animals. When you arrive, check in should not be an hour. It should be 20 minutes. Salesperson was busy selling the place and trying to make you VIP member. Yes, if you are VIP better room and cart availability. All rooms should be good. The mirror we had in the room was rusty but overall, the room was ok. Transportation around the area takes about 20 to 40 minutes but you need to call first. Waiting for a cart can be longer. I've asked how many carts are available they stated we usually have 3 but today 2. I will not recommend this resort. Go to Cancun but pick another resort.

No Ac, employees rude

Es un lugar bonito pero muy descuidado, el calor es terrible y no hay AC en ningún restaurante, algunas veces me tuve que salir antes de terminar, me toco pedir hielo para mis bebidas y no había , los pobres meseros avergonzados por no poder brindar un buen servicio , no hay suficientes carritos pa la transportación dentro del hotel y la propiedad es mi grande y así una lista interminable de inconvenientes Mi peor experiencia en Playa del Carmen 😞

The staff was amazing! The resort is very pretty! Clean could use some facelifts in some areas but nothing that changed our experience! Ice machines were not available that is my only complaint.

I like the pool area. But beach area very dirty. Food was ok but not that great

Good

The Staff in the restaurants, bars, and house keeping were great. They took great care of me. The buffet is very repetitive but the a la carte restaurants were great. My only wish is that they had a swim up bar and some more shade. All and all I had a great time for the price.

This was the worst experience ever. Don't go here ever. Smelled like sewage everywhere. There was a pipe in the beach spilling god knows what so nobody would use the beach. The pool was so dirty and gross, it even had vomit in it. The celing was leaking when it rained and part of the ceiling fell on the bed. When calling the front desk for help they would not pick up after they found out there was a problem. I mean this place should be delisted from Orbitz all together, they don't offer anything but inhumane conditions and they don't care at all when you complain. No umbrellas at the pool and the beach, no lounge chairs. For 2 days we walked around in heat and couldn't swim in the beach or the pool. So many terrible things that I can't even remember anymore. They also have racoons all over the resort that poop everywhere. Will never returs and I want to sue this place.

Inhumane conditions, don't book this place. Smells like sewage everywhere. Very dirty and outdated. They have 2 huge swamps right before the pool. The beach wasn't usable, large pipe spilling god knwos what. The pools were very dirty, even vommit. No umbrellas and not enough beach chairs. It rained and the ceiling fell and there was leakage right on the bed. Front desk kept hanging up as soon as they found out there was a problem. Terrible customer service and nobody even cared. Will never return.

Place was ok, very outdated. Definitely needs some remodeling. It had an awful odor outside. The worst thing about this place was the walking walking everywhere their “shuttle” service never come. Just to get to there buffet it was a 15- 20 minute walk, ridiculous. The place was pretty as far as trees, plants, and nature.

Carretera Federal Chetumal Playa del Carmen QROO

Hotel highlights

  • Free buffet breakfast
  • Free WiFi in rooms and public areas
  • Free uncovered self parking
  • Onsite dining

Located in Riviera Maya, BlueBay Grand Esmeralda All Inclusive is 1.9 mi (3.1 km) from El Camaleón Mayakoba Golf Course and within a 10-minute drive of other popular attractions like Gran Coyote Golf. This 979-room, 4-star property welcomes guests with 2 outdoor pools, 5 restaurants, and free in-room WiFi.


Dining

Start your day off right with a free buffet breakfast, served each morning from 7:00 AM to 11:00 AM. This property is home to 5 onsite restaurants, perfect for a quick bite to eat. Order from room service to satisfy your hunger without leaving your room.


Rooms

Guests can expect to find free WiFi and LCD TVs with cable channels. Bathrooms have hair dryers, free toiletries, and bathrobes. Free minibar items, balconies or patios, and ceiling fans are other standard amenities.


Property features

Guests of BlueBay Grand Esmeralda All Inclusive enjoy 2 outdoor pools, a children's pool, and a gym. Free parking is available if you drive. Multilingual staff at the 24-hour front desk can assist with tours or tickets, securing valuables, and dry cleaning/laundry. If you like to take your furry friend along on your adventures, this pet-friendly property offers food and water bowls. Other amenities at this all-inclusive property include a sauna, free WiFi in public areas, and a spa tub.

Room options

Suite, 1 King Bed, Jetted Tub (Emerald)

1 King Bed | Sleeps 4

Suite, Pool Access, Garden View (Emerald)

1 King Bed | Sleeps 4

Deluxe Room, Partial Ocean View

2 Double Beds | 1 King Bed | Sleeps 4

Deluxe Room, Garden View

2 Double Beds | 1 King Bed | Sleeps 4

Guest reviews for BlueBay Grand Esmeralda All Inclusive

Everyone (23) Couples (13) Family (27)
5
Partner Couples

Huge property but transportation from reception to the beach was working great, drivers was great, stoping not only in waiting area. One only minus, was bad AC in the room !

By on Mar 9, 2024

Review comment responded on Mar 10, 2024

Dear Wally,Thank you for sharing your feedback about your recent stay at our property. We're pleased to hear that you found the transportation service from reception to the beach working great and that our drivers provided excellent service, going beyond by stopping not only at the waiting area.However, we apologize for the inconvenience you experienced with the air conditioning in your room. Your comfort is our top priority, and we regret that we fell short in this aspect. Please know that we will address this issue promptly to ensure a more comfortable experience for our guests in the future.We appreciate your understanding and hope that despite this setback, you were still able to enjoy your stay with us. If there's anything else we can do to improve your experience or if you have any further concerns, please don't hesitate to reach out to us.Thank you for choosing to stay with us, and we hope to have the opportunity to welcome you back for a more enjoyable stay in the future.Warm regards,

2
Family

The worst vacation of my life! Make sure you read to the end; 1. The room we booked was not the room we received, as result ended up changing rooms 3 times in 3 days, the last 2 rooms where exactly the same and the last room did not have Wi-Fi, for someone that was supposed to work a few days it did not help. 2. No Hot Water, when contacting the desk, we were told that only warm water was available. 3. The food was sub-par, the buffet was the same rotated food every day and even in the restaurants the quality was not very good. 4. Wife got food poising, spent 2 days in bed. 5. Only one bar available for the pool and beach area, so if you wanted a drink you better have patience. 6. No snack bar on the pool or beach area. 7. Beach water was very murky and not what the promo pictures displayed. 8. On the my first day there I cracked my head open in 2 feet of water which required 10 stiches b/c the water was so murky and the hotel did not have any signs that stated it as a rocky beach even the lifeguards deem that part of beach unsafe but the hotel refuses to post a sign. After this incident I spent 2 days trying to get a hold of a manager but kept getting the runaround but after much push back I was able to see a manager who was polite but did nothing to improve our stay. There was never a follow up after the incident from any supervisor or manager, it seems that only the daily workers are supposed to care for their guests. Extremely poor Customer Service.

By on Jan 10, 2024

Review comment responded on Jan 12, 2024

Dear Mr. Jackson,We sincerely apologize for the issues you faced during your stay. We are actively addressing your concerns. Your health and safety are our priority, and we are sorry to hear you expeirenced illness.We acknowledge the challenges with bar services, beach water, and the unfortunate incident. We are taking steps to enhance communication and customer service.Your feedback is valuable, and it will assist us in making the necessary changes to improve our resort and ensure that future guests have a more enjoyable stay.Best regards,

4
Everyone

By on Jan 10, 2024

Review comment responded on Jan 11, 2024

Dear Mr. KennethWe sincerely appreciate you taking the time to rate us. Your feedback is important to us, and we are delighted that you chose to visit us. If you ever wish to share more details or suggestions about your experience, please feel free to reach out to us. We are here to ensure that your next visit is even better.We look forward to the pleasure of welcoming you back in the near future.

5
Friends

I have limited walking ability and was able to fully enjoy this vacation. It was so good, I stayed for 3 weeks.

By on Nov 22, 2023

Review comment responded on Nov 23, 2023

Dear Michael W,Thank you for sharing your positive experience at our hotel! We are glad to know that you enjoyed your stay and that our team was able to provide you with excellent service. We greatly appreciate your words of praise and your kindness in taking the time to leave us this comment.Your satisfaction is our top priority, and we are proud to know that we exceeded your expectations. We will pass on your comments to our team, especially those who helped make your stay memorable.We hope to have the opportunity to welcome you back to our hotel in the future and provide you with another exceptional experience. Please feel free to contact us if you need anything on your next visit.Thank you again for your kind comment and for choosing our hotel!Sincerely,Bluebya ]Grand Esmeralda PR Team

2
Family Friends

Poor maintenance on property and one of the restaurants food was horrible they served us cold and hard french fries we complained and they just heated them up and gave us back same old fries

By on Oct 9, 2023

Review comment responded on Oct 9, 2023

Dear Julio,Thank you for taking the time to provide feedback regarding your recent experience at our property. We sincerely apologize for the inconvenience you encountered with the maintenance of our property and the quality of food served at one of our restaurants. We take such matters very seriously, and your comments have been brought to the attention of our management team for immediate action and improvement.We understand your disappointment with the condition of the property, and we are committed to ensuring that all aspects of our facilities are well-maintained to provide a pleasant stay for our guests. Your feedback will assist us in identifying areas that require immediate attention and implementing necessary maintenance measures.Regarding the issue with the food at our restaurant, we deeply regret that your dining experience did not meet your expectations.This is certainly not the level of service and quality we strive to offer. We have addressed this matter with our culinary team to ensure that such incidents are avoided in the future. Your feedback allows us to improve our food preparation and service standards.We understand that reheating the fries did not resolve the issue to your satisfaction. We apologize for not meeting your expectations in resolving the complaint. We will review our procedures and protocols to ensure that our staff members are equipped with the necessary training and resources to handle such situations more effectively and provide appropriate solutions.We sincerely apologize for the disappointment caused during your stay. We value your feedback and appreciate the opportunity to address these concerns. It is our priority to provide our guests with a seamless and enjoyable experience, and we will take immediate steps to rectify the issues you raised.We would appreciate the opportunity to make it up to you and regain your trust. If you decide to visit us again, please contact our guest relations department directly, and we will ensure that your stay surpasses your expectations.Best regards,Bluebay Grand Esmeralda

1
Everyone

By on Oct 6, 2023

Review comment responded on Oct 15, 2023

Dear Veronica,Thank you for choosing to stay at our hotel and for taking the time to share your valuable feedback. We truly appreciate your rating and want to express our gratitude for your support. If there are areas where we can improve or if you have any suggestions, please don't hesitate to share. We value your input and always strive to enhance our services based on guest feedback.Thank you once again for sharing your rating and for your kind words. We hope to have the pleasure of welcoming you back in the future for another exceptional stay.Warm regards,Bluebay Grand Esmeralda

2
Partner Couples

The pool was great but ensure the chairs are in good condition. If the chair is broken remove from pool area. Majority of the chairs were broken. The food buffet had not many choices what you eat for lunch is what you eat for dinner. Also, if the food needs to be hot like pork chops, chicken and/or fish. It should be hot not cold. Many of the food choice I took was cold. I barely ate. Thank God for bread. You will eat sometimes with cats, birds and/or other animals. Not everyone is comfortable with animals. When you arrive, check in should not be an hour. It should be 20 minutes. Salesperson was busy selling the place and trying to make you VIP member. Yes, if you are VIP better room and cart availability. All rooms should be good. The mirror we had in the room was rusty but overall, the room was ok. Transportation around the area takes about 20 to 40 minutes but you need to call first. Waiting for a cart can be longer. I've asked how many carts are available they stated we usually have 3 but today 2. I will not recommend this resort. Go to Cancun but pick another resort.

By on Oct 4, 2023

Review comment responded on Oct 15, 2023

Dear Julia,Thank you for sharing your feedback regarding your recent stay at our resort. We appreciate your honest and detailed comments, as they help us identify areas where we can improve our services and enhance the overall guest experience.We are pleased to hear that you enjoyed the pool and we value your suggestion to ensure that all poolside chairs are in good condition. We apologize for any inconvenience caused by the chairs being broken, and we will address this issue promptly to ensure a comfortable and enjoyable experience for all our guests.Regarding the food buffet, we apologize for not meeting your expectations in terms of the variety of choices and the temperature of certain dishes. We take food quality and presentation seriously, and we apologize for any instances where the food was not served at the appropriate temperature. We will review our buffet offerings and work on providing a wider selection of fresh and hot dishes.We understand your concern about animals in the dining area and apologize for any discomfort caused. We will take steps to ensure that animals do not disrupt the dining experience of our guests who may not be comfortable with their presence.We apologize for any inconvenience you experienced during the check-in process. We understand the importance of efficiency and will review our procedures to ensure a smoother and quicker check-in experience for our guests.We appreciate your feedback regarding room maintenance, and we apologize for the rusty mirror. Our maintenance team will inspect all rooms thoroughly to address any issues and ensure that they are in excellent condition.Regarding transportation and cart availability, we apologize for any delays you encountered. We will evaluate our transportation services to ensure that wait times are minimized, and guests can conveniently access the areas they wish to visit within the resort.We truly regret that your overall experience did not meet your expectations, and we apologize for any inconvenience caused during your stay. We appreciate your honesty and will take your feedback into account as we strive to enhance our services and provide a more enjoyable experience for our guests.Thank you for choosing to stay with us, and we hope that you will reconsider and give us another opportunity to provide you with an improved experience in the future.Sincerely,Bluebay Grand Esmerlda

2
Everyone

No Ac, employees rude

By on Aug 4, 2023

Review comment responded on Aug 4, 2023

Dear Ms. Yulissa Nuñez: We appreciate all comments and we are truly very sorry that there were aspects that you did not enjoy on this vacation at BlueBay Grand Esmeralda. We apologize for not reaching your expectations during your stay., your opinions, as well as all of our guests, are very important to us as it brings us improvement opportunities. Thank you again and we hope to welcome you again at BlueBay Grand Esmeralda Hotel in a future. Sincerely.Bluebay Family.

2
Family

Es un lugar bonito pero muy descuidado, el calor es terrible y no hay AC en ningún restaurante, algunas veces me tuve que salir antes de terminar, me toco pedir hielo para mis bebidas y no había , los pobres meseros avergonzados por no poder brindar un buen servicio , no hay suficientes carritos pa la transportación dentro del hotel y la propiedad es mi grande y así una lista interminable de inconvenientes Mi peor experiencia en Playa del Carmen 😞

By on Jul 13, 2023

Review comment responded on Jul 13, 2023

Estimada Sra. Mariza:Agradecemos todos los comentarios y lamentamos profundamente que hubieran aspectos que no hayan disfrutado en estas sus merecidas vacaciones en nuestro hotel BlueBay Grand Esmeralda.Sin duda tomaremos las medidas necesarias en la mejora continua de nuestros servicios ofertados en funcion a todos los comentarios que amablemente nos ha realizado.Lamentamos no haber rebasado sus expectativas durante su estadía. Su opinión así como la de todos nuestros huéspedes, es muy importante para nosotros ya que nos brinda oportunidades de mejora.Gracias nuevamente y esperamos darle la bienvenida en un futuro muy cercano.Atte.Familia BlueBay.

4
Partner Couples

By on May 14, 2023

Review comment responded on May 15, 2023

Estimado Sr. Jared, muchas gracias por su valoración. Nos alegra comprobar que ha disfrutado tanto de su estancia con nosotros y de nuestros servicios. ¡Esperamos verle de nuevo muy pronto!Familia BlueBay.

url importing http://www.orbitz.com/Playa-del-Carmen-Hotels-BlueBay-Grand-Esmeralda-All-Inclusive.h1411000-p2.Hotel-Reviews
There was an error importing /Playa-del-Carmen-Hotels-BlueBay-Grand-Esmeralda-All-Inclusive.h1411000-p2.Hotel-Reviews, error: javax.servlet.jsp.JspTagException: 301 http://www.orbitz.com/Playa-del-Carmen-Hotels-BlueBay-Grand-Esmeralda-All-Inclusive.h1411000-p2.Hotel-Reviews

Frequently asked questions