LocationPlaya del Carmen - Beach
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating16450 reviews
Although there has been some minor changes during our stay, my trip has been awesome fun relaxing as always.. The entertainment group (Andrea & Montse) never fails to keep us motivated and have lots of fun! Andres in the VIP, Brian giving us rides, Hiran and everyone else make our stay amazing always. Thank you all
Overall, we were very disappointed with our stay here. The food was hit and miss at the buffet. We found the breakfast and lunch was best by the smaller buffet down by the beach and the big pool. It just seemed better prepared and the staff were fantastic in this location. Avoid breakfast and lunch by the small pool as there is limited choice, and the staff just don’t seem to care at that location. Staff would ask you if you wanted coffee and then never come back. This happened more than once. For dinner, we tried the Steak House, Mexican, French, and Italian. The Steak house was terrible with the meat being super chewy. Mexican was ok, but the Italian and French were exceptional. We wish we had skipped the others and just ate at the French and Italian each night. The pools and grounds are nice, but the biggest problem is there is a complete lack of pool chairs. In 7 days, we didn’t get a pool chair. Went down at 8am a few times, but the limited number of chairs had already been claimed with towels. To make it worse, some of these were only used for an hour or so later in the day. They need to have more chairs and control how long they can be left unattended. The beach had nice sand, but the water was very dirty and full of sea weed. Again, like the pool, there was a complete lack of chairs on the resort beach, and we were never able to get one. However, we did turn right on the beach and walked through the neighboring resort and the beach was much nicer on the other side. The evening entertainment was generally good. The fire dancers on the beach and the nightly performances in the theatre near the Black and White bar were good. The disappointing part was the room and hotel service. We were in building 6 on the third floor. For the first 3 days we had air conditioning, but then it died. We called at least a dozen times, as well as, went to the front desk, but only ever had one person come out. We asked to speak to a manager, but the staff always had excuses why we couldn’t or just simply hung up on us by pretending to transfer us. We were on the sunny side of the building and at night it was close to 30c in the room. We couldn’t open the door due to the number of mosquitoes, so just had to make do. It was the complete lack of even pretending they cared that was most disappointing. The room was also grubby and not well maintained. Water leaked under the wall from the bathroom, and the toilet was always in a state of blockage. We were fortunate, as others told us at the pool that they had sewage smells in their rooms. The AC issue seemed to be affecting a lot of people given that a lot of people were talking about it at the pools. The housekeeping was not great either as they generally got to our room just before finishing for the day so it was very quickly done. All but one day, we had to call for towels, toilet paper, shampoo, etc. I read the management responses, and they always say they are addressing people’s concerns to improve, but it appears to just be lip service given we could not speak to a manager. We will never stay here again. Pay a few hundred more to stay at a well-kept property.
This resort did not disappoint. The food was excellent!
We came to Blue Bay Grand Esmeralda for a girls trip (8 days). The staff here is exceptionally friendly and very helpful. Majority of the staff spoke English and it was easy to navigate with them. The buffets had a lot of food to choose from (lots of fruits and veggies and meat varieties). Our room was air conditioned in the beginning and towards the end the air conditioning wasn’t working any more which was unfortunate as it for quite humid in the night. The resort always had activities planned and it was easy to book excursions. During our time frame, there was a mostly older age group here during our stay. We are very happy with the choice of resort we made for the price that we paid. I would put this resort into the budget class as it is not the newest but has everything that you need. Michelle & Kathi - 25 y.o Females
Do not recommend staying in the Tulum building
Just got back, I stayed here with my family and we had 2 rooms(1 room in the Coba building and the other in the Tulum building) My experience was good, my room (Coba building) was clean and well maintained. My moms room (Tulum building) had no privacy she had to basically share a balcony with 2 other rooms, she only got 1 bed there was supposed to be 2, balcony door didn’t lock, toilet leaked bad she fell a few times and her building stunk, her building was run down. She complained and requested an other room but nothing was done. They don’t take complaints seriously. Food was good at the buffet near lobby and by the small pool but the stake and Italian restaurant was terrible, so terrible we didn’t want to try any of the other restaurants. Service at the buffet was amazing, the staff really do work hard. The beach was ok on some days and not so good on other days but we didn’t swim because there was a lot of seaweed, we went to the public beach to swim, which was nice. I’ve been to Mexico a few times and this was one of the worst places I’ve stayed at.
Angel, Andy, carol great shows, so much energy, amazing attitudes!! Always so vibrant and happy to help and create a great ambiance! Love it here. My favourite part is being at the pool and being a part of the activities