General Policies & Fine Print
Check-in Policy - Deposits or credit/debit card hold authorizations are not requested at check-in. "Minimum age of 18 is required for check-in, an ID/Passport will be requested upon arrival.
Convention Policy : Groups traveling together can book this property for their stay taking advantage of group benefits such as 6th or 11th complimentary guest, Group dinner reservation, One complimentary cocktail hour with a selection of appetizers,
One complimentary massage for the group leader, Complimentary room upgrades to the next category, Fruit plate and bottle of wine for the VIP, Private check-in when arriving together, Welcome sign. Applicable with Wedding Collections and Social Packages. Consult
terms & conditions.
Spring Break Policy - Student Groups/Spring Breakers (either groups or individuals, regardless of age) are not allowed at any time during the year. Guests disturbing or generating complaints from other guests or hotel may be removed from the property, at their own expense. Parties in rooms are not permitted.
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 Rating5138 reviews
Not worth it
I personally wouldn't recommend this hotel, there are two mariachi bands on the beach that both play at the same time and play different music, which sound completely horrible and can be heard in your hotel room from the lower level floors. These bands play all day every day. Not relaxing at all. The food is meh and the same everywhere. The rooms are big and Clean. The elevators are also a big pain, expect to wait upwards of 15-20 mins as there are not enough elevators for how many rooms they have.
You Gotta Go Here
I have been to this resort twice now, once on a girls trip and once with my boyfriend and my boyfriend and I will actually be returning for my third visit in January 2024 (already booked). Both times I have been here have been amazing and I can’t wait to return. The staff are incredibly friendly, I’m convinced if you have an issue with “rude” staff, you’re the problem or you’re not tipping which is standard at a resort like this. The staff is the reason I keep going back. Welcoming, willing to help you with anything and just want you to have a good time. The food is food, typical for an all inclusive, definitely try the Mexican restaurant, the enchiladas are amazing. We ate a restaurant every night and not once made a reservation, the staff were so good to us and always got us in. Whether at the restaurants or the buffet, the staff treated us like royalty - drinks always full, clearing plates, willing to grab us more from the buffet themselves, chatting with us, teaching us Spanish, rushing to find us a table if the place was full, I could go on. If you’re looking for somewhere to eat locally but don’t want to go far, try Mr Lionso’s, a very short safe walk down the beach, not even the street, brings you right to his patio. Great service, great food, great view, great prices. Also complimentary tequila tasting, they put every flavour (about 10 bottles) with a bunch of shot glasses on our table and said go for it, this happened every single time we went so I assume this is standard here. Yes the mariachi band is loud and it is every single day that they are out there, but first of all, the resort has no control over this, the land they play on is public land and the resort cannot do anything about that. Bring some headphones to chill on the beach or let it go and simply enjoy this beautiful place you’re in - I can’t see how this could possibly ruin a whole vacation… and it’s definitely not all night long that they go on. They stop around dinner time because most people head inside and if no one is out there tipping them, they’re not going to keep playing so I don’t know how people are hearing it at night in their rooms in these reviews. If you stay in the older building the views are great but yes I’d agree the elevators can have crazy wait times. I had friends stay in the older building but I have always upgraded to the newer side and it’s worth it. Beautiful rooms, don’t need to use an elevator due to not many floors unless you have health concerns. The beds on the new side are worth the upgrade alone. The adult pools between 10am-2pm are very chill, between 2pm-5pm everyone’s had their share of drinks and it turns into a party. I personally love this, I love relaxing for the first half of my day, reading a book in the pool and then having it turn into party once everyone gets drinking and chatting with everyone. Sometimes between 3pm-4pm they’d have a band pool side for the adults just to add a little more chaos to the party going on, loved that. Be careful or you might need a wheel chair to your room (saw a few of those) lol We tried out a Riu Palace a few months ago for $2500/person for a week and it was nothing compared to this which is why we’re going back, got a deal on Sunwing $2000/person for two weeks for January 2024, the price is a steal for this gem. Cheaper for longer and way better service. Ignore the reviews, remember people are more likely to complain than praise when it comes to reviews and they’re most likely the cause of their crappy experience. However, I cannot speak on items going missing because I’ve never had anything go missing anywhere, but I also would never leave my bags alone in a different country with anyone to let ever that happen. I’d lug the bags around the resort with me if the room wasn’t ready and I take my bag to my room myself. I’ve seen that they do just “store” the bags to the side in a hallway leaving them available to everyone, not just staff so use your brain and watch your own stuff.
Too hot to relax, crowded, rude, miserable experience!!
We went to celebrate our 21 anniversary and escape the heat and stress...big mistake!! It was Soo hot, they don't run the air conditioning in the common areas so every time we left the room I was sweating and miserable! In this heat, they didn't stick the water in the mini fridge, I had to ask several times, no water in the gym either. The food was just food, nothing special, and more times than not, the food was very unpleasant! I'm not even sure why they have Chinese food if they don't know how to make it. It made my husband sick! We went to one evening show, it was too hot to enjoy the show, I went to one bar to ask for a drink and the bartender was angry and stated he couldn't give me a drink because he had no ice, I went to another bar, he had no beer, I asked for a margarita, he didn't have the mix, so I asked, what can you make? He says tequila sunrise, ok...it was made with sunny delight not OJ, come on!! Not one person made an attempt to make our special occasion special. The best part of our trip was walking down the beach to enjoy seafood at another establishment. We have been to Riu in Puerta Vallarta, but we will not return to Riu Emerald Bay...horrible experience!!
Cost-benefit doesn't worth it.
Pools have no temperature control; the pools were 100 degrees all day!!! what's the point of having 4 pools if you can't simply use them!!?? Also, there are 5 restaurants but 2 of them are always closed, the food served most of the time is cold. As it is an all-inclusive hotel, there is no control over drunk people, if you go with your family, please consider other hotel options.
My stay has been amazing ! I love the masaje relajante ! Made me want to go to sleep &’ there attention was amazing ! I got a warm tea while waiting for my sister to get hers done &’ we both love the service and attention ❤️ we are staying here a couple more days &’ for sure booking again!