Cerro del Vigia Hotels, Mazatlán

"I stayed at the Hotel Riu Emerald Bay with my fiancé for 8 days. Up until the 5th day, we were having an amazing vacation — but unfortunately our experience took a horrible turn. While we were out, someone entered our room and stole $1,500 USD cash from my wallet, which was inside my purse and packed in my luggage. We didn’t realize it until the next day because we had stayed in the room that evening and didn’t go anywhere. We immediately filed a report at the front lobby and were told to wait 48 hours for an outcome. The following day we followed up with Anna from Public Relations, who told us she could not give us any information because it was “confidential.” She did say we could wait in the lobby on checkout day since our flight was later that evening. On checkout day, we spoke with management and eventually with the hotel director, Daniel, hoping to get answers or some type of resolution. Instead, we were told there was “no proof” the money existed and basically nothing could be done. What makes this even more frustrating is that these rooms require a key card to enter, and the doors lock automatically when you leave. Unless someone climbed through the balcony, access should only be possible with authorized entry. And honestly, even if guests choose not to use the safe provided in the room, that still does not justify people being able to enter your room and steal your money or valuable belongings. Guests should feel safe leaving their personal items in their room"

"I chose this place because of the scenic views, and location/area. We were greeted by amazing staff who took our luggage, kept it until my room was ready and told us our next steps. I had an amazing view as SOON as I opened the door to my room (119). I was bumped out that the tv didn’t work (I like to watch the news at night) I was offered a new room the following day but I wasn’t up for the task to gather all my belongings. The small fridge in the room had a big frozen ice on the back that made it hard to keep our waters inside and ice machines were not working when I asked. I was a bit shocked of the hair around the sink and toilet, the dirt around the sink and shower, couldn’t miss it since the toilet faced the shower. Cleaning could’ve been better for that room. I had breakfast the morning of my departure, buffet style, did not disappoint, a lot to choose from amazing staff in that area as well. They did cut off our AC completely off by 8am, so we had no other choice but to check out earlier than expected. "

"The rooms were okay nothing out of the ordinary."

"3rd time staying here. Excellent beach view, staff was great from check-in all they way to housekeeping. Loved it all, always have a great time."

"All the staff were friendly however the breakfast buffet was kind of expensive for the type of food. Not much to choose and not good quality food. The water in the swimming pool was not clean. The curtains of our room was in very bad condition, the restroom with bad smell. The glass shower door not working well. We had to put a bottle of shampoo on the floor to can keep it closed. Lot of little things that at the end make us to decide not to book in this hotel again. Thank you."

"The resort overall is ok. They have a really high security. If you leave the resort they can call you a taxi and everyone that comes in they have 2 check points where they take their car plates and names and who are they taking from the resort and where are they heading to. The resort is very close to the airport 15 minutes but to actually get to visit Mazatlán is about 40 minutes away and the taxi is $70. Because they know all this their shopping center prices are high. The rooms are clean and the spacious shower is amazing. Room service is very fast but they don’t restock the minibar daily. Breakfast is always at the buffet and they have a good variation of foods. Now the restaurants who knows what is going to be open? They have Italian, Asian, Mexican, buffet as option but even if they say something will be open that they it might be not. They are good about asking about the allergy and the service is nice. Portion are on a smaller size but that gives you room to try multiple menu item. They have entertainment every night which is nice for the kids. Their play are for kids is open 2:00pm to 4:00pm when I feel like most of the kids are taking a nap after the pool. Also not a lot of entertainment in that room( they have an Xbox and a few machines that are broken). The pool is nice and they do clean it every day. Towels are a problem sometimes. Food at the pool includes nachos, pizza, burgers,hot dog. Very bad selection in alcohol quality unless you are a premium memb."

"Beautiful view , enjoyed the pool, clean room , close to everything, staff and reception very friendly and helpful"

"Beach views "

"We had a great stay. There’s a selection of small pools outside. Great for families in the kiddy areas and away from them for adults who don’t want that. Pool service was decent. Slow at peak times as all drinks come from the lower level bar. Service was great though, friendly, helpful and pleasant. The rooms were clean. Bathrooms do stay wet because the fans aren’t strong and the water doesn’t all drain the right way leading to wet spots. Size was good. AC doesn’t go colder than 20°C so we did feel a little sticky at times. We had an ocean view and the balcony was lovely. Access to the beach was nice too. Just outside the super busy area so beach privacy was nice. Breakfast was really decent. Rotating choices, fresh juice and fruit. Breakfast service was fast and polite. Gabriel served us several days while at the pool, great guy. Rodrigo at breakfast most days, little English but very polite and speedy. Overall, an excellent stay."