Search Residences in Nuevo Mazatlan

"The staff was so nice. My cousin and I had two different rooms right next to each other. They did NOT have a safe. BIG disappointment, especially since my cousin's American money was stolen out of her room where she hid it. We think it was the maid. We did not eat on the property so I couldn't tell people whether that was good or not. We ate breakfast across the street at Gus Gus for two weeks and the food and staff were EXCELLENT. We ate dinner there a couple nights too, and I can honestly say, the fish and other types of food were ALWAYS fresh, tasty, and prepared exactly as we requested them. Everything was great and convenient at this hotel. They just should NOT rent out rooms WITHOUT safes, especially since they have a THIEF amongst their staff."

"We stayed for 7 days and overall had a mixed experience. The positives first: the bell staff was extremely welcoming, both check-in out were efficient, housekeeping staff was wonderful. The housekeeper did an excellent job. The beds were very comfortable, the water pressure was good, and the AC kept the room cool. Elevator reliability and wait times were good. The hotel felt safe and secure. Room keycards limited access to only your assigned floor. Unfortunately, several aspects of the experience were disappointing. Poolside service was very poor. During our entire stay, we were only approached twice to ask if we wanted anything. Communication was difficult as I speak very little Spanish and the majority of the pool staff and lifeguards spoke little or no English. The lifeguards did not appear to enforce posted pool rules. There was visible algae growth around the edges of the pool. On May 3 the pool heat was turned off, which made the pool much less enjoyable. Getting pool chairs was difficult. There were no chairs on the beach. Beach access was not as convenient as expected for a property marketed as a 5-star hotel. The minibar fridge in our room did not keep anything cold. Friends reported the same issue. Overall, while there were some excellent staff members and positive aspects to the stay, the inconsistent pool service, maintenance concerns, and lack of amenities expected from a 5-star property mean I would likely choose a different hotel for a future visit."

"Staff was truly unpleasant supervisor was not helpful when request for an umbrella by the pool. Cleanliness was super clean but staff was rude. Wouldn’t stay here again overall I have had better experience in Cabos than Mazatlán. If you want to travel go somewhere else "

"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"

"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."

"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."