Bluebay Grand Esmeralda

This was our 3rd visit to Blue Bay but will be our last as the resort has really gone down hill since our last visit. Food was good , ( we only ate at the main buffet) , some of it very good. People are ALL very friendly , pleasant & always willing to help. Pools were clean & well maintained,, resort over all was clean & grounds well maintained. Room & buildings are very much in need of renovations. A lot of the elevators didn't work in the 4 story buildings, I requested a ground floor because of mobility issues, Evening shows are not that great except for the beach fire show which was excellent. 2 nights there was no show at all. Resort is in dire need of more pool lounge chairs as there are very few, we got up at 6 every morning to secure our chairs at the small pool. [Details]

Honest review…

Bed was ok. Showers in room were good. AC was good.

The room smelled horrible and we paid a worker to bring us air freshener.

Elevators don't work in most buildings so if you are on upper floor you are hiking up and down a few times a day.

Everything is run down. This place desperately needs a reno.

Restaurants were decent if you made reservations. TIP: Download the app and you can book up to 3 days in advance. Otherwise you have to walk up to main lobby to book with concierge every single day. Italian and French were the best restaurants. Steakhouse and seafood the worst. Mexican ok. Buffets were all over the place.

No question the drinks are watered down. You'll be high on sugar long before you get a buzz from booze.

Beach is so-so but water is brown. And it's rocky when you walk in and you can't see where you are walking.

Now for the absolute worst thing about this place…. There are almost 1000 rooms and I doubt they have 300 lounge chairs in total (both pools and beach). We had to get up and be down at the pool by 6am to secure chairs. And you CAN'T just throw your stuff on a chair and leave. Their security will come around and take your stuff. So your day at the pool starts at 6 am or you won't have a chair. It's BRUTAL!!! People got into fights. Got kicked out. Etc. It is just unacceptable. And they don't have any signs posted anywhere to tell you that you can't leave stuff on chairs before a certain time.

And for all you Canadians out there… know that the majority shareholder of this place is none other than @RBC.

I don't recommend this place and will never go back. my advice is to spend a little extra and go somewhere nicer. [Details]

The location is good, if you are using the free transfer from airport, you are the first hotel to drop off and the last one to pickup.
The staff are friendly and nice. The rooms can be better but despite the fact that it was the high season, they could change our room and give us a much better one.
The food is nice and more than enough.
We checked in at 11 pm and there was warm food served in one of their restaurants.
We checked out at 12 pm and we still could use the facilities and restaurants untill we picked up at 4 pm. [Details]

Our stay at this hotel was far from the luxury we expected from a 4-5 star establishment. The hotel itself is very old and poorly maintained, with weak, damaged furniture and sharp edges. The room didn't meet the standard we anticipated. Although the staff assisted with a room change, the new room was only slightly better. We found mold on the walls, and the fire alarm was missing its station, raising safety concerns.

There were also significant issues with the elevators. One, closer to our room, was out of order for the entire stay, and when we tried using the other, it didn't work either. Additionally, we noticed leaks in the lobby and entertainment areas during rain, contributing to the overall neglected atmosphere.

A major inconvenience was the daily towel situation. After room service, the towels were either not replenished at all or only two were left for our family of four. This required daily calls to request more towels, which was frustrating.

On a positive note, there was always a variety of food, although the menu remained mostly the same throughout the week. The staff were incredibly friendly and accommodating, which helped make up for some of the hotel's shortcomings. The kids' club was a highlight, keeping the children entertained and engaged during the day.

Overall, the hotel did not meet the expectations we had for a 4-5 star venue. It seems in need of significant updates and repairs to bring it up to standard. [Details]

My wife and I were here from December 10-17 2024. The photos looked amazing and the price was decent for December. It was all a lie.It was one of the worst place we've been in Cancun. This is NOT a 5 star hotel. More like 3 star at best.

Pros:
- The service staff. They are the most humble and kindest people we've met. They're amazing at what they do and they work hard. Miguel Angel did such a good job of helping us and serving us.

The rooms: they were clean and tidy. A bit outdated, but they're great.

- Italian and French restaurants were one of the best in that hotel. The food was delicious and service was great.

Cons:
- Sales Staff. When you think you're done getting harassed from Cancun airport by timeshare salespeople, you're wrong. We were getting harassed left and right by "CircleOne" salespeople. They're waiting at entrances of buildings and residences. One guy had the audacity to get mad and get in our face asking why we wont come at their 90 min presentation.

- Overcrowded Pools. There are about 800 tourists in the hotel and 2 pools with about less than 100 lounging chairs between main pool, smaller pool and the beach. It was so scarce that people wake at 5am to secure chairs. We saw 2 fights erupt in a day because of the chairs. We asked the staff if this is a normal occurrence, and they nodded. The pool is chipping and cracking in the bottom. I got cut when I stepped on it.

- The Food: other than French and Italian, the rest were mid or just terrible. Buffets are hit and miss. Worst one is when they did Mexican night in one of the buffet. It was terrible.

- Coffee shop: There's a single place for good coffee in the resort and that place doesnt open until 10am. It's crazy that there's only one and crazier that it opens at 10am. Usually coffee shops open at 6 or 7.

- The Utilities: We had no hot water in the shower for 4 days. We complained about this and were told it's an issue across the buildings. We lost power on our third night. Pitch black, no emergency lights or flashlights. Broken elevator. There is one functioning elevator and its on the opposite side of building.

- More stuff about the building: "Garden View" is what you get when you book. It's actually a swamp view that smells like open sewer. Smells funkier when it rains. The mosquitos were swarming like crazy. It was so bad that we were wearing long sleeves and long pants just to watch the shows at night.

-Understaffed. They are the greatest workers but they're overworked. The restaurants that we went to, they're too overwhelmed with a huge crowd of diners.

We will definitely never, ever, ever going back to this resort [Details]

Our room was very run down and smelled. No wait staff at the quiet pool, long drink line up at the main pool. They need about 600 more lounge chairs than they have. Only one place open for dinner outside of al la cart which creates long line ups. Dinner and lunch buffet always serve hamburgers, hot dogs and nachos as a main station rather than changing it up. [Details]

Fun time had with those I travelled with. Was hoping the reviews I had read recently weren't true, after visiting this hotel 9 years previously. However I wont be back. Hotel itself is very run down. Travelled with two sons aged 16 & 21(whom is disabled)
Check in - was given no guide as to how to book an la cartes, dress code etc. entertainment or really anything about the resort. Arrived at 6pm, ate dinner then went to our room around 7pm. First room we were given had no A/C, no safe lock and no drinking water, black mold in and around the shower/ceiling. (Temperature was 25C- 31C)
A/C repairman came, was there 3 min said 10 min he will return. 45 min later he came, called front desk to speak to me, and they said the AC unit was attached to another unit in another room… so he will repair in 15 min. While waiting safe repairman came and took an hour to repair the safe. Water was finally delivered about 2 hours after arriving to room. Was around 930pm by this time. Never saw the AC guy again. Called front desk several times and was not answered. From 11pm until 1am I left the call on speaker phone to 0 operator she continued to forward the call to front desk and was never answered. She wouldn't even answer the phone so that I could ask for the night manager Antonio.
I spoke to him at 8 am this next morning, he arranged a room to be changed. First night of vaca spent in a hotel room with no AC or safe to leave our belongings was very frustrating to say the least.
New room 1121 was fine, but FULL of mosquitoes- we got bit every night badly. All the rooms need serious upgrades and fixes done properly to them. Caulking can only hide so much.
Front entry way to the hotel is drab and VERY VERY HOT. No longer any ceiling fans to keep air flowing
Check out was a joke. They had people lined up intot he middle of the lobby, however the front desk, with “designated” checking check out signs/lanes, were just doing whatever the next customer was in line for. Made zero sense. A little more awareness of the fact that your first impression into a building or facility makes a lasting impression might go a long way.

Food was pretty decent overall. The a la cartes weren't too bad and the buffet was good too.

Employees working in the food service were top notch. Always a smile and a lovely greeting/conversation. Ran out of tip money I'm glad to say and had to get more before trip ended.

Entertainment staff at pool side were a blast. Always keeping the crowd entertained.

Shout out and a big thank you to bellman Fernando. He kept everything in line and in check for very weary travelers.

Property itself is VERY large from building to building from the main building to ours was a solid 10-15 min walk. More golf carts running more often would certainly benefit your guests.

Chambermaids/men were GREAT. We were left with beautiful towel art each morning. Rooms were cleaned well. Only downside is the fact that the rooms loaded up with mosquitoes so very badly because the rooms are cleaned with doors open. (Hotel building are surrounded by mangroves)

Wildlife on the resort is lovely. (One of the reasons I chose this resort) many many Coatis, iguanas, deer and other wildlife and a few cats.
WIFI was almost non existent in our room. Like terrible.
Resort wifi for 2024 is terrible.
If your looking for a sandy beach to swim or snorkel - THIS IS NOT THE PLACE FOR YOU

My friend came on the Monday she also experienced the same problem as we did with her room. And had to wait 6 hours to get a new room with AC. [Details]

I went away for peace and quiet and I didn't receive that. I was forever harassed by time share people. [Details]

We recently stayed at this resort and had a fantastic experience overall. The rooms were well-maintained, comfortable, and exactly as advertised, providing a perfect retreat after a day of exploring. What truly stood out, though, was the exceptional service provided by the staff. When we lost our iPhone 15 on the bus to the resort, the front desk team went above and beyond to help us track it down and ensure it was returned. Their dedication and helpfulness were greatly appreciated and made our stay even more enjoyable.

Although the French restaurant was unfortunately closed during our visit, the resort's dining options were still plenty for our week stay. It is worth noting that restaurant reservations can only be made 24 hours in advance, so plan ahead.

The beach at the resort itself was a bit of a letdown, we didnt swim in it. However, the resort's proximity to a nearby lagoon made up for it. A short walk led us to this charming lagoon, which turned out to be a highlight of our stay, offering great fun and a refreshing escape.

In summary, this resort offers great rooms, outstanding service, and a lovely lagoon experience. Despite a few minor drawbacks, such as the closed French restaurant and the less-than-ideal beach, the overall stay was memorable and well worth the visit. I highly recommend this resort for anyone seeking a relaxing getaway with excellent staff. [Details]

It pains me to say something bad about this place because the staff in general were very nice and the price was a good deal. BUT...
The guy who sells the circle one memberships was dreadful. Pushy and aggressive hardly begin to describe him.
Being our 1st trip there we were flagged down and suckered into a hotel presentation on our way through the airport. This guy at Blue Bay would simply not take no for an answer, he demanded we give him the invite slip we received at the airport. I refused and so he hounded me for days, even having another staff member in the lobby flag us down and tell us the airport called and our presentation had been cancelled when we were leaving for a day trip.
Plainly a lie as we had already been to our presentation at a very swish 5 star in Cancun.
This ruined what was supposed to be a pleasant relaxing week in the sun! [Details]

I heard a mixed bag of reviews about this resort and wanted to clarify a few points. My friend and I traveled the week between Christmas and New Year's in 2023 - definitely one of the busiest times of year and we were told by staff that it was pretty much booked up. We asked for a quiet area and were given Building 8 - in the far back...about a 20 minute walk to the beach - 10-12 minutes from the great restaurants, etc. That was good for us as we are both walkers and enjoyed the exercise. There are also many golf carts around to take you places so you don't need to worry if you are mobility constrained or you just don't like to walk.

Now for the room.....big...bright...airy...well maintained. Water pressure wasn't the greatest but it's not home folks...their pressure isn't as forceful as ours at home. We had no complaints on the cleanliness, the comfort of the beds or the quietness of the tropical view, listening to the many birds and wildlife from our balcony.
WiFi was a wee tad spotty but then again, it's not home folks. It's going to happen.

Let's talk food and service and bars/lounges shall we? The food was EXCELLENT! Be it breakfast (best coffee by the way) it was hot, varied and the servers were amazing. You didn't see it? Ask for it and you'll get it. The buffets for breakfast and lunch in all areas were second to none and offered a daily variety that we were impressed with.

Dinner??? The Italian, the French, The Mexican and the Seafood restaurants were a definite surprise to us - a good surprise. Again, the variety on the menu and the servers were flippin' awesome.

Drinks? The bar service was fantastic. The drinks were varied concoctions and never disappointed. What else can I say - they were all well used and we gave them high scores. The Black & White bar was an evening visit - good entertainment, finger foods and beverages all round!

Booking tours? Sunwing provided us with a great selection of day tours at a very affordable price. And they were well managed as well.

The beach...hmmmm....this is the only disappointment for us as the beach for not fit for swimming. It constantly had a dark brown colour to it with dirty grainlike consistencies....The beach was not that walkable either as you had to "sneak" across another resort's border to get any distance on your feet. The beach area however for games and lounging was great. Lots of furniture; lots of shade if you desired it. We walked the beach but are more or less "pool people" so it was a make or break for us.

The pools....lots of pools and lot of events going on around the pools. There was also a pool just around the corner in the "back" where our building was located; it was much quieter as well and had a bar to accommodate the sun bathers. The main pool area offered morning yoga stretching classes and daily pool aerobics which was welcomed after all the calories we consumed.

All in all, I would return to this resort - maybe requesting an ocean view or partial ocean view in order to get closer to the main pools and the beach. I would also recommend families, couple and singles to this resort. I noticed how welcomed the LGBTAQ was in this resort and that is important for me to note as a travel agent.

Hope this review helps folks. It's my honest opinion based on years and years of visiting and staying at many All-Inclusive Caribbean Resort. [Details]

Ne vous faites pas prendre, cet hôtel est dégueulasse.
Fiez-vous aux mauvais commentaires, ils sont réalistes et non exagérés.
Le site est très désuet, certainement pas un 4 *, plutôt un 2* et je suis généreuse. Cet endroit a dû être magnifique quand il a ouvert, mais depuis aucune réparation ou entretien n'a été fait.
En arrivant, notre chambre n'était pas prête. On nous dit de revenir à 15 h, à 15h30, elle n'était toujours pas prête. Quand nous avons finalement eu les clés, la chambre était semi propre. Nous avons trouvé des miroirs piqués, un robinet de lavabo très vieux, de la moisissure dans la salle de bain, les interrupteurs sales. Par la suite nous avons découvert que les chaises à la piscine et à la plage étaient finies pour la majorité, quand il y en avait. Presque pas d'ombre, les structures voilées n'ayant presque plus de voile et quand il y en a, ils sont beiges, espacés et vieux. L'eau de la piscine est brouille, laiteuse et sale. Dans les restos, aucune climatisation et quand il y a des ventilateurs de plafond, la moitié ne fonctionne pas. La plage est pleine de sargasses et ils prennent tellement de temps à les ramasser que ça a le temps de sentir très fort, à en lever le coeur. Coupures internet plusieurs fois par jour. Musique de la plage entendue dans notre chambre jusqu'aux petites heures du matin. L'ascenseur de notre section ne fonctionnait pas, les chariots devaient faire le corridor et le plancher est en béton craqué, ce qui faisait un vacarme toute la journée, impossible de faire une sieste. Party de clacage de portes de chambre et cris la nuit par des gens qui avaient certainement trop bu. Dans les restaurants et au buffet, la vaisselle est pas mal écorchée, la bouffe est tiède et pas mal toujours la même chose au buffet. Activités toute a journée à la piscine avec des animateurs qui crient dans leur micro. Aucun endroit calme sur le site. Dès le premier matin, nous avons demandé à changer de chambre, rien à faire. Le représentant sur place, ne voulait rien faire. On n'a jamais pu voir un manager. On nous a offert des compensations, nous avons reçu une assiette de fruits livrée à notre chambre à 23 h. Ce fut le coût de grâce, nous avons nous-mêmes changé d'hôtel. Trop c'était trop. [Details]

Food was always tasty. Staff wereamazing and ver accommodating. Older resort. Lots of walking. [Details]

The hotel was packed to the brim. It was soo busy! The buffet was great except there is no air circulation so it becomes soo hot inside. The spa was super expensive. There was hundreds of young adults there put in the same building as us and security was very little help. Called multiple times and still didn't get much sleep due to the yelling and banging in the hallways. [Details]

Spent extra $100 in bag fee, as we were told to take 1x23kg luggage bag and 1x7kg hand bag, for each person. But contract had different terms in it and we ended up paying $25x4 for our hand bags!
Resort rooms were very below average with clogged sink k, rusty mirrors in room and washrooms and missing iron! Room change/upgrade request was denied.
Concierge failed to tell us about resort rules, got entry denied for wearing sleeveless in restaurant while other people were wearing sleeveless. Felt discriminated!
Not the best experience overall, will not recommend to anybody! [Details]

The resort was absolutely gorgeous. Very spacious, immaculate grounds, lovely staff, clean rooms, everything was easily accessible. Food was amazing and delicious. Cocktails had real alcohol in them and not watered down like some resorts. Restaurants are top notch. I would go back to BlueBay again and would highly recommend them. [Details]

I had a wonderful time at BlueBay.
I received the rest and relaxation i needed.
The staff were very helpful in achieving my goals. [Details]

It was okay but the food was inedible and when we would eat it, we spent that night sick in the room. The drinks also tasted awful, they used a syrup rather than juice and their alcohol tastes so bad. It was completely a let down. The resort was huge which I thought there was no way they would put rooms that far from the beach, it ended up being a fine distance with the shuttle but after the first two days the shuttles couldn't be found. Also start the night time shows at 8:30 or 9!!!! [Details]

Could not find fault [Details]

We were a group of 6 that travelled together and everyone was very pleased with the food and service we obtained while on vacation. Rooms were clean, fridge restocked daily and a la cartes were amazing!! We had an amazing server at the pool. Her name was Lisbany. [Details]

Staffs are very good, food at buffet is good,
Ocean was black and dirty, can not swim.chairs at the pool wasn't enough, peoples were putting towels on the chairs 4 to5 am. There are 2 pools and 6 buildings, each building has 50 rooms so you figure how many chairs needed. [Details]

Stayed six days at this resort(cut short a day due to late arrival because of the weather). Never got a chair or lounger, not even one of these days. Grounds are great for walking around but would have loved the opportunity to relax at the pool or beach after a swim. [Details]

The resort is beautiful but in desperate need of TLC as room amenities were not working well (the fridge was broken - maintenance said it would be replaced but never returned). The beach and water were beyond dirty (gross); with too few chairs and those available were broken and tired. On the other hand, the people were funny and friendly, helpful and kind. We received wonderful, personal service at the restaurants (avoid the à la cartes). The Concierge service for customers could be significantly improved. [Details]

Read a lot of negative reviews. But my stay here was great. Main pool was great as was the smaller one everything is only a 2 to 5 minute walk. Service was good and food was on par with everywhere else I've been in Mexico. They are doing minor upgrades around the resort but so are most. I'd highly recommend for the price! [Details]

Thanks for your attention towards requests & details. Very accommodating, helpful staff & management. It went well for us since We had a room upgrade. Beautiful pool side suite was very charming.All over A Worth quality Vacation. [Details]

From the minute we stepped into the lobby, we found the staff to be courteous and efficient. We were directed to the nearest restaurant (Festival buffet) for a 1/2 hour while we waited for our rooms to be ready (we arrived early so we had to wait a short time).
The Festival Buffet Restaurant proved to be quite a treat - for lunch, breakfast and the occasional dinner. The servers do not have a great command of the English language but their eagerness and friendliness makes up for that.
The rooms was good. The lack of hot water wasn't that big a deal for us - it was warm for sure. The toilets took a while to refill the tank so it couldn't be flushed more than twice in a half hour.
Everything else in the bathroom area was good - fresh towels and shampoos, etc. were provided daily.
One day one we found out coffee pot was broken and it took them all of 1 hour to replace it - fantastic service.
This resort is HUGE so if you don't like to walk a lot, then relook at another resort. We were in the quiet section Building 8 and it was a 22 minute walk to the beach. We never had an issue with grabbing a golf cart ride though, as there were plenty of these carts throughout the day and evening.
WiFi is adequate but of course, there are certain areas when WiFi isn't really great - this is the same across the country.
Restaurants were also good: we dined at the French, the Italian, the Steakhouse and the Seafood restaurant - great meals at all of them. I do want to mention again however, that the buffet restaurants (Festival and Jaal Hal) were also excellent and always offered an amazing variety for everyone.
The beach.....NOT GOOD. I walked it but wouldn't go in as it was a brown, silty substance constantly - not sure what this is all about.
The pools however, worked just fine. One thing to keep in mind however is this: don't anticipate getting a pool lounger unless you're willing to get up EARLY (6 a.m.) to reserve one. There are not enough loungers for the size of this resort. The quieter pool by Building 6-7-8 was much smaller but much quieter.
I must compliment the Entertainment Staff. They did an amazing job on the evening entertainment; the daily Yoga on the Beach; the noon aquarobics in the pool and so much more. They were all friendly, knowledgable and fun to be around.
If I go again (and I probably will) I will select Building 4-5 or 6 as it's more central and less walking.
If you are a bird watcher, then this is the place to go! Lots of bird species, monkeys, "cancun racoons" to keep you entertained. [Details]

We have visited over 15 hotels in the riviera maya and this one is our least favourite to date. It is outdated, strong sewer smell in building 1, stained bed sheets, ripped bath towels and poor quality food. A number of guests had food poisoning from the new years day buffet. Don't waste your money. [Details]

We stayed at the resort for 7 days and we noticed the staff was mostly friendly. When we first arrived in the room, it was very musty smelling. We later had to change rooms, although this was a pain to pack everything up, the next room smelled better.
Overall the resort is showing it's age. Additional shower faucets did not work, some drawer slides in the dressers did not operate, floor tiles were broken or loose, and patio doors did not operate smoothly. The elevator in our building was very dirty and also smelled bad. A lot of thatched rooved were leaking and had gray tarps over them.
Lastly, the food. The buffet food left a lot to be desired and we did not enjoy it at all. The al-et-carte evening food was good and that part we enjoyed, except for the cats that were present in the restaurants with us during our meals.
Overall, we will not be visiting this resort gain. It was stated as a 5 star, we would rate it as a 3 star, and that is generous.
Beach water was dirty and there were not enough lounging chairs on the beach. [Details]

Our stay at this hotel was a disaster from start up o finish. Beginning with the lady trying to sell the time share. She woke us up by phoning us and we didn't answer we were tired. Then she arrived at the door. We had no swimming. Every chair was taken even if you arrived at 6:45 am! We had to ask for toilet paper and towels! The bed didn't have the appropriate size duvet on it. The only good thing was the staff who were friendly. Never again we we stay at this resort and I will not recommend it to anyone! [Details]

There were 4 of us that went on this trip for my 50th birthday , expecting to relax and have a great time but instead , We had major issues related to the hotel/rooms.
Not honoring our reservation of 2 rooms with 2 beds and making us essentially lose 2 full days of enjoying our trip to sort out the issue. These 2 days were spent in the lobby.

Terrible customer service from a resort that advertises as being 4-5 star. The front desk manager (Armando) was rude when we brought our issue with the rooms to him by basically saying that reservations don't matter because they will just give us whatever rooms they want. In the end he did give us two new rooms on day two of our trip but one room was still not what we had booked - a room with two beds! Given the trouble we went through, we did not want to waste more time in the lobby and ruin our trip so we kept the room as was . We were not offered an apology or a way they could make it up to us.

The room had a strong odor of mold and mildew especially in the closet area that made our clothes smell. The A/C in the room with two beds did not work properly. The temperature was always cold and we were not able to adjust it using the wall thermostat. The air was very humid to the point that the bed sheets and pillows felt damp.

We didn't get towels and water replenished. We always had to ask to get these and it took a long time to get them delivered. Rather than having to wait for a bath towel to be delivered every time we would want to shower, we got extra towels from the pool and used those instead.
We had to wake up every morning at 5 am to get the lawn chairs at the beach and then go back to the room to sleep a bit more.

This should not be considered a 5 star hotel !!! we will not go back [Details]