Solid 3-star resort. Definitely falls short of the 4-4.5 star rating. Pros - Great ocean views from rooms. Great pool, beach and lounger facilities. Hard working wait staff. Cons- food mediocre at best. Alcohol choices bottom to mid-shelf. Fitness center 1/5 with broken and dated machines, leaky ceilings. Spa staff generally unfriendly and combative, do not provide towels, very inflexible with usage timings. The property is huge - if you are looking for something quant consider another resort, otherwise plan on lots of walking.

Pros: -Beautiful beach away from super crowded beaches -The views are amazing -Staff is quick to attend to needs -Plentiful transportation to town and back Cons: -Our mattress was full of mold, rooms are dated -Food looks good but is eh -NOTHING to do after dusk. ALL pools shut down around 5:30 and there's only one evening show for entertainment (a couple times of seeing it is enough). Not enough things for kids/teens to do -App is terrible, entirely full of bugs. -3 restaurants make you reserve but since app only rarely works, you have to be to the front desk at 7am sharp to try to reserve -I got food poisoning as did other guests. -Far away from town, which if you're going for relaxation can be nice, but be prepared to hang out in your room aside from dinner unless you want to pay for a taxi or ride the bus to town. Again, with kids...prepared for them to be really bored in the evenings. Bring games. -Elevators take forever, and often guests get stuck in them, including us -Water and sodas are supposed to get restocked. They only use bottle water. Had to call for more near daily -TV is only in Spanish, no subtitles. Bring a roku -Staff, though very helpful and accommodating, for the most part seem really unhappy -Had to pay $50 at checkout because sons bracelet was lost in ocean day before. We were warned about $15 towel charge if not returned, but not about bracelet (didn't even know it was missing till checkout) -I would rate hotel 6 out of 10, mainly for view

Staff is great

Nice and clean. Food was available whole day. Many different options.

Property was clean, lots of pools and easy access to the beach. The only annoying thing is the elevators, we stayed on the 6th floor and you had to wait patiently. There seemed to be issues with a few of them that were repaired when they stopped working. Food options were great as well as lots of bars to grab drinks.

Rooms could be better. My room smells and wasn’t that clean. Beds were uncomfortable. Food was okay. Staff were nice. The best part was the pools and beach. In general, was ok for the price. My 5 year old son enjoyed it.

Great food , amazing staff. The view is absolutely beautiful.

Being hispanic myself i wish the food was alittle more authentic. Other than that everything was delightful

Blant food. Unsafe. Inconvenient.

All perfect

didn't like that once you had 8 booked restaurants you could not book anymore. That's wrong. When you are there for a month 8 bookings will happen. The app needs to be corrected.

I did not appreciate the loud non stop bands playing on the beach. Food is very blah, you won’t starve but if you want good food, go off the resort. Evening entertainment poor.. rooms not stalked with coffee, water or beer every day, must ask for it. No English tv, firestick wouldn’t work. Elevators were a nightmare to wait for. Only way I would go again is if the deal was too good to pass up.

The restaurants (non-buffet) required reservations which was fine, but the Bamboo restaurant was a buffet. All the restaurants had a buffet for their appetizers. I personally enjoy a served meal like at some higher end resorts, but the italian restaurant had delicious steak and salmon. Also the taco stand in the foyer of the bottom lobby was delicious. The tuba band playing in front of the beach absolutely ruined the sunset as i found it obnoxious and loud when was looking for a quiet monent. Good bang for your buck!

Resort pretty nice. Definitely resorts needs to have better food. Fountain drinks tasted flat. We had to go eat out 4/6 days that we booked.

Outstanding stay. Loved every minute of it.

Amazing

After staying here for the second time in 15 years, the staff and service is still impeccable! And the upgrades are very well suited for families. Only the furniture is beginning to show its age.

The property area is very beautiful. Staff was friendly and helpful. Quiet and very pleasant.

Excellent customer service. The sports bar is fun and serves great cappuccinos. The buffet has good choices. The Italian Restaurant os the best. The beach out front is nice and swimmable and walkable. The rooms in the tower have a great view but the furniture needs upgrading.

Last month I vacationed with RIU for the very first time at RIU Baja Palace in CABO and I have to say what a night and day difference between Baja Palace and RIU Emerald Bay. I'll start with the Pros: property is very nice a bit older but well kept and very clean, lots of pools, really good entertainment and friendly staff. Where this property falls short is the food. This has too be some of the worst food I've experience in an all-inclusive. Three specialty restaurants that you need to make reservations for only to discover their also buffet style restaurants. Drinks are nothing special either. I have to say that based on this food experience I'm not sure that RIU is the hotel company for me.

Everything was good for me 🤗

This property is incredible. The accessibility to everything on the resort and the beach is next to none. Everything is within a couple mins of each other. Food was very good and had lots of variety for everyone. Staff is so nice.

Horrible, unsafe, mediocre, needs maintenance, needs professional staff and not a bunch of kids.Food quality average at best.

The Riu is rundown, the quality of the food is average, the entertainment is average with an rundown old stage, some of the staff is unprofessional, misinformed, rude, and disrespectful. One employee gave my husband wrong information about the nightly show and when we asked her about the details to make sure the information she gave was correct, she insulted out intelligence and memory. In all our travels all over the world, we have ran into such an immature and disrespectful staff member. The Pool areas need serious un keep, paint and overall maintenance. The ceiling fans were kept on low despite the heat. In the room, a drawer was broken and unusable. At the Spa the sauna had an odd hose hooked up that spilled boiling water on the floor. If you did not see the puddle, you’d burn your feet. We ere told the Hot tubes were filled up with limited availability. But the two times we went, there we no other guests. We requested additional pillows. After 5 calls throughout a 15 hour period, we finally got a Pillow. We were given a room with a blocked view. We requested a change in rooms immediately, the receptionist was curt, slow and not wanting to make the accommodations. She finally gave us a room with a slightly better view. The reservation restaurants were not much better than the buffets. We had to get all our drinks ourselves. Plus the drinks at the bar were not good quality and we only saw ONE waiter at the pools taking orders. Not a good experience. 👎

Great location and staff were excellent. Facility had a nice selection of places to go to. Rooms were with great view but outdated design —(showers/tub) not very well built as it can be a little dangerous to get in or out the shower. AC was just OK. TV were horrible picture, definitely not HD—no option of streaming anything. Room well stock with drinks. Gym had outdated equipment and wish that it had a view to ocean and not a garden. Loved that vendors cannot come to close of the property so you can enjoy the view.

Love the beach

The service was horrible. I felt like we were being scold all the time by the personnel and security. We were locked out of our room for over a hour and a half and the front desk person kept on saying it was my cell deactivating the key. The manager and a technician couldn’t open the door. They blamed it on the housekeeper they said she must have slammed the dooor too hard it deactivated and James it. Also the jacuzzi spa was cold in the gym area. food was very bad quality. The security at night constantly asking for our wristbands. Too much. The remote control didn’t work the first bight. The AC didn’t work one of the nights.

A

The only thing I did not like was people smoking everywhere and swim up bar had a weird smell to it.

Great views

Service is great! Breakfast buffet is below average

Away fron the city

I'm not sure but all the rooms are family rooms from what I understand two beds, on a romantic getaway the second bed is unnecessary, A sofa or a love seat would make more sense

The hotel it self was horrible, old, smelly, dirty, ac didnt work. THe beach was full with locals, blocking the view to the beach. They only had 2 types of beer the drinks were not good and not to mention their food, we got food poison. We travel all the time, and this had never happen to us.

Being a Caucasian American we were definitely not welcome at this resort. The staff was rude honestly, they were mean! The pools are disgusting. Absolutely nothing nice to say about this hotel! We felt very unsafe because of our nationality. I travel to Mexico 5-6 times a year and never have I felt uncomfortable. On a positive note, I saved lots of money because we were treated so poorly we did not tip

All the pools

Just good

The only complaint I have is that the app is very confusing and times for shows are not always accurate which caused me to miss some events.

Queja y devolución

Estoy totalmente disgustado, incluso solicité la cancelación por parte de ustedes y el hotel y me han ignorado por completo, no he recibido ni una respuesta, mucho menos mi devolución. No dure ni un día completo en ese hotel, di check out al día siguiente en cuanto amaneció

Staff was friendly. Very clean

Food was not great.

Great vacation spot

More menu options.

En las mañanas siempre hay lo mismo de comida ( en el almuerzo)

Beautiful all around and very clean , the stuff was amazing

The employees are friendly and very attentive

I didn’t like the lock of air conditioning on the building (not the room)

muy comodo, limpio atención solo las albercas les falta un pcoo de mantenimiento

Food was grrreat

Todo muy padre pero lo que no me gustó que las albercas las cierran temprano y muy caliente como que los aires no les funcionan

On your web site all rooms are ocean view , I booked two rooms and when we arrived I was told only one room was ocean view. I argued with the receptionist that both rooms were booked with ocean view I had to pay extra for one room with the ocean view.

Great Experience.

First time staying at this resort, worth the price for all inclusive. No AC in resort besides the rooms… it does get very hot. Sergio, a server. was very attentive to the guests! Great customer service. Food gets boring after awhile so you should definitely reserve for the restaurants they have available. Lots of pools, no hot tubs though. We did a few excursions with the family. Definitely worth the trip!!!

Great services at the bars and restaurants

The event in the pool is not well organized people dont respect other people sitting at the chairs and the organizer ignore the request pf moving people to see the event. I will like to thank Francisco for being an excellent person he was always happy and willing to serve us at the pool bar and around the swimming pool

I spent 5 days here with my family. I enjoyed the fact that they have a lot of activities for the kids as well as for the adults. I really enjoyed the food as well. Will be back with my daughter again for the holidays.

No me gustó que no hay ventilación en el baño. El aire acondicionado hace mucho ruido. No tiene juegos de mesa para distracción ni medico para emergencias. Hay mucha humedad en la habitación. No te dan crema ni acondicionador. Me gustaría que alguna de las albercas fuera mas profunda y que te dejaran estar mas tiempo y fe noche. Me gustó que habia elotes todos los dias. Hot dogs, hamburguesas, papas, bebidas. Mucha comida. Siempre limpio el lugar, la gente del hotel muy amable. En si, salvo la habitación las instalaciones excelentes. Transportación accesible.

Was amazing

Good stay. Restaurants are mostly good. Tabasco being the best place to eat, need reservations. Gaviotas it’s the worst place to eat. Drinks are the pools are make with cheap alcohol, safest drink will be beer Beach area is public. Too much noise with several different brands playing at the same time. Far away from town, if you want to visit town, taxis are expensive 250-300 pesos one way, you have very little options unless you rent a car. Rooms are very humid but understandable you’re by the beach. Elevators are not enough if the hotel is full, we were at the third floor, most of the time we had to walk down the stairs. Overall stay was good.

There was a lot of trouble with the elevators but other than that it was a very enjoyable experience. If you want late check out, they do charge extra and it can be substantial.

Viaje en familia

Las habitaciones que nos tocaron muy lejanas sobre todo por que iban 3 personas con discapacidad en la rodilla , no rellenaron los mini bar y las llaves de 3 de 4 habitaciones se bloquearon. Las bebidas que preparaban no son buenas dejan mucho que decir. Y la atencion de algunas personas en los restaurante no era adecuada parecia que estaban enojados.

Definitely going to visit again

.

Great customer service.

En ese hotel no conocen el aire acondicionado, no conocen el servicio al cliente, en mi cuarto no servia el refri estuvo tirando agua toda mi estancia, no servia un foco, nunca sirvio la television, la comida regular , las bebidas regulares. En la alberca del area de ninios hay un banio, pero no dejan entrar a los ninios mojados EN LA ALBERCA. de verdad que la gente esta cuidando esas areas no tiene criterio , esta de malas, no estan para ayudar al huesped estan para hacer su turno laboral haciendo lo menos posible .

No aire acondicionado en los elevadores y pasillos

To start the staff at the reception are very slow and sound like they don’t want to be there. Food had the buffet was cold and very limited, and don’t get me started with the fountain drinks all flat no carbonation. No where in the hotel can you get can or bottle soda, water, or beer everything is given in plastic reusable cups. The only way to get a water bottle is by calling reception and have it delivered to your room. This hotel is far from everything so you have to get taxi’s for everything. I will never stay at any RIU hotel chain again and do not recommend it to anyone. FYI the pools close around 6 pm and they always looked dirty.

Me gustaron mucho las instalaciones pero si tengo que decir que tube mucho problema con las tarjetas para abrir las puertas de mi cuarto se desprogramaban a cada rato y el calor es insoportable en las áreas del hotel en los shows no se pueden disfrutar por la falta de aire acondicionado y los platos creo que también tienen mal olor no están muy limpios, expreso esto con el fin de que mejore porque me gustaría regresar…

Solamente necesita más ventilación cuartos. Restaurante

The customer service was awesome

We had a wonderful stay will be coming back soon the only thing is they need to improve on night activities like the ones in Cancun or Punta Cana other than that everything is perfect

Servers provided a phenomenal service.

Music inside and out by the beach

No aire acondicionado en los pacillos y restaurantes no ac en elevador

Pésimo servicio super caliente las habitaciones no sirven los aires, elevadores un desastre sin aire tampoco Horrible todo

No aire acondicionado, nos quedamos atrapados en el elevador comida no sabor mala comida

Amazing property and Amazing staff members. Very Friendly and helpful. we are fully vegetarian and they helped by making Vegetarian food for us… Great and very friendly environment. Wish there were more activities options but overall

al arribar hubo un problema con el nombre de la reservacion y la persona de recepcion se porto grosera y en vez de ayudarme ponia trabas para resolver la situacion, no es posible que me traten de forma tan grosera y despectiva.

Great

The elevator take forever to come

nice, very good, we love it

Elevators took a long time when you are at floors below 8. It would skip floors. For such a big resort, elevators are small. The reservation system for the specialty restaurants is to confusing on App as well as no direction that you can do them in person at 7 am when the app fails. All else was well and the employees were willing to help.

Good afternoon I I am writing to you in regards of my stay in Mazatlan Mexico this past weekend I have stayed in your hotels four times in total and we’ve had a wonderful experience every time. This time was a little bit different. We had issues with the elevators constantly which really impacted our time that we had around the resort. We had issues in the restaurant. There was mold in the corner, and I knew it was there cause I could smell it, and when I looked up, I saw the mold around the roof and a window where we were sitting. We tried to get some help changing one of our reservations because we wanted to support the entertainment group and go to the show and nobody wanted to help us. They said it was not possible to change the reservation and we ended up getting help and they said that that day there was a lot of opening. Therefore, when they didn’t want to change a reservation, they just didn’t want to. It wasn’t because there wasn’t any more space. Overall, like I said we stayed there before and we have a vacation plan for October. I’m just very disappointed in the way that our experience went about this time. I am going to attach the pictures of my reservation and the restaurant as well

There were mold in two of the main three buffets and in our bathroom hotel room. We also encountered rude staff.

The Tabasco restaurant was the best. What I didn’t like is the rooms were old, I had issues with everything and they would come clean the room really late if they even came.

For us this property is amazing stuff very helpful , nice , property was clean everywhere U don’t need to go to far to get drinks the waiters will bring them to u on any pool u are to me only the buffet ummm needs variety seems same thing for breakfast, lunch and dinner AC and room amazing just perfect 👍

Property is good , staff is great just no air flow around event areas . Like Lower bar area where they have events . It’s to hot to be there .

Since the moment I stepped into this hotel receptionist were rude. 1 My room was dirty. There was hair in the Jacuzzi. 2 My wife and another guest got yelled by any employee for having sand on the feet as they walked into the bathroom . 3 After the third day food got boring same menu every day. 4 we were able to squeeze into a, supposedly fancy restaurants, as I was eating a cockroach crawled from under the table into my food. So disgusting. 5 elevators suck! They were often out of order, we had to wait up to half an hour. 6. Once you check out they big cut your bracelets and you’re not able to use anything from the facilities unless you pay extra. I’ve been to other places, including RIU in Cabo, everywhere else that’s to let people use the facilities to go eat before their transportation pick them up. The only positive thing I have to say about RIU Mazatlán were the restaurants servers, They were the only ones that took time to make us feel welcome

No valley parking . Long walk to hotel after parking in parking lot . Have to walk up to hotel . Also no ac on stage area . Super hot .

Check in was unorganized

Very bad service, not answering phone calls, air conditioner not working, elevators not working properly. Limited dining options, bad bartending, refrigerator in room leaking water not cooling. Overall bad hotel, not able to get a refund for the last night even though we contacted them three days before the cancellation policy ended. I do not recommend.

No volveré

Las instalaciones de la mayoría del hotel son viejas, no se sentía el aire acondicionado en los restaurantes ni en el lobby, donde tenían sólo ventiladores. El servicio de mucho del personal daba mucho que desear, no quiero generalizar, pero muchos te hacían malas caras y hacían las cosas e mala gana. No hay room service, la comida no era la mejor, en general yo no volvería a hospedarme ahí, a la próxima prefiero pagar un upgrade y elegir otro hotel.

VOLVEREMOS PRONTO

LA PASAMOS ESTUPENDO, MUY LIMPIAS Y BONITAS LAS INSTALACIONES, LA COMIDA DELICIOSA Y EL SERVICIO EXCELENTE, MUCHAS GRACIAS

I didn’t like that they didn’t have enough sea food. Like local recipes

Encantador

me encantaron las instalaciones y cuenta con lo necesario y mas paea tener una estancia placentera

We like it Thank you

Horrible no hay vallet parking No hay aire en el lobby Horrible comida El aseo asqueroso hay cucarachas Mi cuarto se inundó

I was given a room that was outdated and damaged with rust all over the tub. When I spoke with the manager he was extremely rude. I was asked to pack and check out of that room in order to be moved to a different room. The new room had a broken remote, I called the front desk 3 times before a technician came to fix the issue. This is by far the most unpleasant stay ever.

Bathroom unsafe, unclean pools. Bad service, Limited towels. Unprofessional staff.

clean