BlueBay Grand Esmeralda

Carretera Federal Chetumal- Puerto Juarez km 300 Camino a la Pileta | Playa del Carmen 77710  [SEE MAP]Playa del Carmen  [SEE ADDRESS]
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Guest Reviews

TripAdvisor Traveler Rating 3

It was good until I had a few issues

Sep 18th, 2019

Food is good, service is good, the hotel with try to get you to buy into a future vacation packages. Watch out for the art vendors that will try everything to make you buy their art. One staff member crossed the line and acted sexually inappropriate to me and they did nothing to resolve my request. He told me to write my complaint in the conceirge box.The generally night manager didn’t even offer an apology. The icing on the cake was when I had to report a man next door to my room cursing really loudly at the woman he was with to the point where she started to cry. I was afraid for her and the security and night manager seemed indifferent. I asked to change rooms as I was disturbed by the noise and the night manager did nothing and told me it was between the two of them. I couldn’t get through to the front desk and had to go to front desk myself to resolve the issue. I will not be returning to this resort again. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

Decent hotel for cheaper price but needs some TLC

Sep 17th, 2019

The grounds and the staff were all lovely but the rooms could do with a bit TLC and need some repairs. Nothing major that we saw but just a few minor refreshes and repairs needed. There are multiple a la carte restaurants advertised. We ate at 4 and although they were all well worth a visit theres a few points to note. Guys must wear full length trousers and covered toe shoes, you wont get in without this, even 3/4 length dress shorts wont do. Theres a choice of 2 or 3 a la carte restaurants each night, not all each night. To book in to these you need to go to reception at 7am and queue to book! Availability is very limited but it is worth it if you can get up early enough. The French restaurant was fab. The beach is not great, full of ants and the water is kind of dirty looking and gets deep very quickly. Nice to see but go elsewhere when you want to use the beach. Drinks are watered down but I guess that's normal for all inclusive nowadays. There are golf buggies that drive around grounds taking you to/from rooms, beach, restaurants. A few shops on site but if you want to go shopping a short taxi ride to Playa Del Carmen. I booked trips in Playa Del Carmen, much cheaper than tour operator or tour guides based in hotel. There's a fair amount of wildlife on site which was lovely to see. You'll need mosquito cream. Theres a few different bars which was nice. Theres a quieter pool as well as main busier/livelier pool. Pretty decent, 3.5 to 4 star. Easy 4 if they do some upgrades/repairs. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Good for what you pay - you get what you pay

Sep 16th, 2019

We were not blown away by this hotel but we have had a wonderful holiday overall! We paid 900 each from Bristol airport for two weeks so even though we weren't blown away, we feel the quality matched the cost. Here is our list of pros and cons Pros •Staff are truly lovely and can't do enough for you! •Restock fridge & toiletries every day with water, beers, soft drinks & shampoo, conditioner •They have a variety of restaurants available, you need to book the restaurants 1 day in advance and its best to do it when concierge opens at 7am to be guaranteed a slot, sometimes they have the odd space later on in the day - They have Seafood, Steak, Oriental, Italian, Mexican, French. •Plenty of room around the pool, we have never struggled to get a sunbed, even though there are some sunbeds that are nicer than others •Depending on where you are in the complex, there's a 10 minute walk to the pool but they have a golf cart that goes back and forth on a regular basis •Grounds are well kept and lovely with a variety of wildlife Cons •Rooms are tired, they could do with maintenance/refurb - fresh lick of paint, damages repaired ie our door was slightly droppwd so there was a gap at the top allowing mosquitoes to enter our room, sink does not drain and is cracked including lobby area with cracked tiles. •One of the main pools has been newly refurbished however the other is tiled therefore be careful of chipped tiles as I ripped my bikini bottoms on them and so had others/ also can cut your skin •We were disappointed with the buffet food - not horrendous but very repetitive and not always hot/warm but that's our opinion, some people had their plates loaded but we weren't fussed hence booking the restaurants every night which was nicer •We didn't find it very peaceful for a couple . We prefer peace and quiet during the day and evening, however they have pool entertainment constantly and their black and white bar is open 24/7 so we were woken up alot between 3am and 5am in the morning •They did have a evening lounge area but this was not open which is a shame as their black and white bar was like a clubhouse & was also really really hot due to not being air conditioned •We paid £240 for a 80 minute massage each however we did not realise that sadly their spa had burnt down. Therefore we were advised to go to block 3(we didn't realise or know what block 3 was) where the building was being refurbished so as we walked through the corridor there were wires hanging down and we were taken to a bedroom with 2 massage beds. Really we should of said no and not continued but we did continue and it just wasn't the atmosphere in which you expect/pay for. The music was played on what sounded like youtube because at the end of a track you would have adverts/ talking and this happened repeatedly disturbing our massage as they would have to change the track. It really was not the spa experience and it was not offered to us on the beach and we were not actually informed about the Spa not being available until we complained. Rates are not discounted to reflect this either so please be aware. Other info •Great entertainment if that's what you are into •beach is what you expect to the seaweed situation - despite their best efforts it is currently a losing battle •A little lagoon 10 minute walk from the beach which is worth a visit Overall brilliant holiday, we would unfortunately not return as it wasn't for us. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Very disappointed....

Sep 16th, 2019

I am really struggling with writing this review, but I feel I have to write it. We are VIP members at this resort and even though the staff is amazing, the rooms leave a lot to be desired. The rooms are very old and in desperate need of renovations. I had the unfortunate experience of staying 2 nights in a room that had roaches everywhere. I did contact the circle one team and they sent someone to spray, but that just didn’t work. I drew the line when we opened our door after returning from dinner and they were everywhere- including roaches in our bed, on our soap in the shower and moving towards our suitcases. My husband and I stayed up all night because they were in the bed and we couldn’t sleep. The circle one team did move quickly to relocated us to a junior suite on the first floor, but we were already devastated by the experience. I saw the maintenance guy the day I was moving and he confirmed that the spray he used wasn’t enough and they needed a professional. He should have said that the day before. I initially thought it was a one off situation, but after killing 4 in a row; I realized it was an issue. This is very disturbing because we actually spent a lot of money on a membership, but have no desire to return. Another concern is the stray animals, specifically raccoons that constantly interrupted our meals at the open air restaurant. I’m really sad because the staff is super nice. Vicky and everyone in the circle one registration area is great! The bartenders are super friendly but I just don’t know if there’s any way to recover after that experience. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

10 day holiday

Sep 16th, 2019

Absolutely loved this place we read the reviews and we thought we picked the wrong hotel but dont believe all you read the staff were lovely the rooms were cleaned every day the bar staff were so kind and wendy in the French restaurant was lovely she needs recollection for what she does thank u bluebay it was our pleasure even though it was a little to busy with it being your Independence Day TRIPADVISOR.COM USER 

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