Riu Emerald Bay - All Inclusive

The Italian restaurant food was good as was the selection at all places. The pools were great.

Room was outdated and paid for a night I didn?t get plus paid extra to have room with hot tub and jacuzzi and went to fill and it was nothing but rust coming out in water. Obviously had not been checked.

I stayed at Riu Emerald Bay – All Inclusive in Mazatlán with my family from June 14 to June 17, and unfortunately, our experience was extremely disappointing — especially regarding safety, medical attention, and the overall treatment by the staff during an emergency.On June 17 at around 11:47 a.m., my sister and I were walking along the shore when she was stung by a jellyfish. The sting injected a high amount of venom, causing her severe pain, difficulty breathing, and loss of movement in her leg. We immediately looked for help, but the lifeguard was not at his post. I had to yell for assistance, and with the help of other guests, we eventually found him — chatting with beach vendors, completely unaware of the situation.When I explained what was happening, his response was shockingly unprofessional and insensitive. He dismissed the situation, saying jellyfish sting him all the time and the pain would go away in 30 minutes. Despite my sister clearly being in distress, he refused to provide any help and told us to go to the front desk.At reception, they told us not to worry about check-out and to focus on getting my sister medical attention, which we appreciated in the moment. However, all they offered us was a bag of ice, which the doctor at the hospital later confirmed worsened the condition. We had to call an ambulance, and my mom and I accompanied my sister to the hospital. My grandparents stayed in the hotel lobby, waiting for our return.Later that day, when I returned to the hotel to hand in the wristbands and towel cards, I was told I had a pending charge because my grandparents remained at the hotel. This was completely inhumane. They stayed behind out of necessity during a medical emergency, and could not travel in the ambulance. Charging me for this showed a total lack of empathy.Even worse, the hotel has no access to basic medications or trained medical staff for emergencies — something that should be standard at a beachfront resort.

The pools were the only thing that was nice at this hotel

The jacuzzi room was filthy tubs were gross, sheets stained, sand on couches and floor. Rooms smelled musty.They didn’t have anymore available they down graded us and still charged the same amount. Total disappointment!! Food and was terrible!

We like food, slides, swimming pools and beach

Not much shopping around, only 1 small shop on a property and the rest is just private sellers on a beach. There was shortage of Prosecco during our stay, so no mimosas :)

Breakfast was good lots of variety and staff was great.

I found that al carte restaurant not very good, it was difficult to get reservations and also when you have family with more than one room, we had difficulties booking a table for both rooms at the same time, The one we went to the Bamboo the food was terrible would have been better off to go to the buffet. I have been to a lot of resorts in Mexico and other parts of the Caribbean and this was by far the worst al carte experience I have ever had.

The sea view is spectacular, the staff is very nice!

The main building is VERY dated. Multiple times we had to wait over 15 mins to get an elevator. The “specialty” restaurants are not very good. The room was nice, but again it looks very old. We had requested a late check out over a month ago and they were not able to accommodate it. Check out was a very lengthy process and they don’t seem to manage groups smoothly (having only 2 people checking in and checking out at the main desk). I had asked about the hotel having transportation and they said they didn’t but when we arrived at the airport they did have a van taking people to the hotel, they very clearly separate people who book directly vs. agencies which feels unnecessary. When paying, I asked if I could make the payment directly on booking and they said no. The main lobby did not have AC neither did any of the restaurants which was VERY inconvenient. For a hotel at the beach they barely had any seafood, which seemed very odd. The buffets felt a bit repetitive.

Everyone working at the hotel was very friendly and helpful. A special Shout out to Jonathan Head of Chefs very humbled person. we were there celebrating a birthday for a family member and she was celebrated trough all of the restaurants where we had our meals that day, truly made her feel special. Thank you for all of your attention and for making us feel at home. Definitely coming back.

Very friendly staff and had everthing I needed

The pools didn't have shade throughout the majority of the day

The Breakfast was great. perfect mix of different dishes. I really enjoyed it.

The vibe on the sports bar was too quiet and its a bit to small. maybe different activities through out the night would be great.

Beautiful binding

Elevator too slow and one of them not working correctly

The staff was friendly, clean and well-maintained. The property was in a great location for the ocean. They have plenty of activities and things to do.

I booked an excursion through the hotel paid for it and then was charged again when we get to the excursion and then now I am dealing with trying to get my money back. My family member had her headphones go missing from inside of the hotel room and I have not heard back from the hotel yet regarding their investigation.

The convenience was great. The staff was very helpful. The pools were nice.

The noises from the bands playing on the beach was so load you couldn't set on the balcony at night and watch the sunsets. And the dinner hours were later than we like to eat.

The property was clean it provided all amenities need the staff was friendly and organized.

My feed back would be on the signage for restrooms not so visible or no maps around the resort as well the floors can be really slippery and the resort needs better air conditioning and more sitting areas around the lobby .

It was clean and fairly new so it was a nice resort, I just found the food to be at par, wasn’t was I was expecting. Nearly half or more of our guests that were there for my son’s wedding got deathly ill with food poisoning including myself. I was very disappointed and not happy. I also found that some of the staff that worked the front desk and shuttle to be rude. The alcohol that is provided in our rooms tasted as I was drinking chemicals just awful! I’ll never stay at a RIU again myself, but this is just how I feel.

I also was also very disappointed how they refused to give me shuttle service with my friends and family , while being a guest at the resort just because I hadn’t prebooked it with them. They wanted 35.00 American, while shuttle was empty. This to me is unacceptable and is poor service for the hotel. They also charge for the pool tables and other stuff in the sports bar?? Thought it was an all inclusive. As I said I’ll never stay at a Rui again.

It was a great family all inclusive vacation! We have 2 boys and there was lots for the extrovert to do and it was also super easy for the introvert. The room had a balcony with a great view of the resort, beach and ocean! The staff were lovely.

The location. The centrally-located restaurants and pool in relation to the room. The diverse buffets. The staff. The cleanliness of the resort.

The spa needs to allow for drop-ins. We didn't like being tied to an appointment time.

Loved the variety - pools, gardens, bars, dining rooms!

Staff was amazing Grounds are beautiful

Cheap alcohol could us better quality

seated quickly with a smile

more selections, variety. same things every day.

Just blah…had three nights right after at the Dreams in Mazatlan. RIU needs to take

Lots of smokers on resort and on beach. Non-Smoking not in-forced. Non speakers not in forced. Employees seemed grumpy and put out!!