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Reviewed 8 November 2017

First time in Mazatlan, 4th time to a different Riu, and 27th time down south. This 22 story hotel in very nicely appointed and caters to a party crowd. All rooms above the 4th floor have an ocean view. Rooms were very clean and well kept by the staff. All the pools were full of kids so no real quiet adult pool. Food was good even though all the restaurants, including the al la carts, were buffet style. Entertainment was average for Mexico and the live music/bands were fun. Not sure if we would go back unless it was a screaming deal. Downtown Mazatlan and Golden Zone has great restaurants and worth checking out.

Room Tip: Above the 4th floor have ocean views.
  • Stayed: October 2017, travelled as a couple
    • Location
    • Rooms
    • Service
5  Thank Milldar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RiuHotelsandResorts, Online Reputation Manager at Hotel Riu Emerald Bay, responded to this reviewResponded 14 November 2017

Dear guest,

Thank you for choosing RIU Hotels and Resorts once again for your vacation. We are sorry to learn that you could not enjoy your stay as much as you planned.

Even though all guests are welcome at this hotel, perhaps you would like to choose one of our “Adults Only” properties that have been specially designed for couples for your next holiday in order to better satisfy your needs.

We sincerely hope you will give us another chance to demonstrate the high standards of service and quality that are typical of our hotels.

With our best wishes we remain,

Hotel Riu Emerald Bay
Online Reputation Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 November 2017

After being a loyal Riu customer and member of the Riu Class for years now but having to cut back on travel the last couple of years we were dropped from the Gold Class. But with having enough points we spent a week at Riu in Mazatlan by using them.
First we have gone to this hotel since it opened and the employees are very friendly, and still are. However, maybe it had to do with using the points but we went with another couple who are Diamond members and we had asked for months to have a room close to theirs and had even asked a week in advance. The room we were given was on the other side of the hotel.
The room we had was one of the cheapest available I hope because if it was not anything less would be scary. when we were first there the door to the room had hand prints and something?? all over it. The Safe had dead batteries and 1 bar of soap. The towels were the closest thing to sand paper that I have ever had it only became better after complaining to the hotel management and after a call from the front desk.
The Swim up Bar Pool was murky and very sandy like they have cut back on cleaning.
Employees are still great but I cannot explain how this place has gone down hill other than cut backs from Riu themselves and as for the Riu Class membership, I have stayed loyal to the brand when traveling to locations that had Riu Resorts and the worse I have been treated was in Punta Cana in the DR at the Riu Palace but this is very close to the same standards now.

  • Stayed: October 2017, travelled as a couple
    • Value
    • Rooms
    • Service
5  Thank glenwoodscott
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RiuHotelsandResorts, Online Reputation Manager at Hotel Riu Emerald Bay, responded to this reviewResponded 9 November 2017

Dear guest,

Thank you for your loyalty to RIU Hotels & Resorts and for taking the time to give us your constructive and valued feedback. We are very disappointed to find that this time your experience did not live up to what you usually expect from us. As a global brand, we strive to maintain consistent levels of quality in our hotels throughout the world.

We appreciate our guests’ comments since they help us improve our services. We will share your impressions with the corresponding department in order to make adjustments.

We hope to get the chance to welcome you again at one of our RIU hotels in order to deliver the high standards of guest service and quality which are typical at our resorts.

With our best wishes we remain,

Hotel Riu Emerald Bay
Online Reputation Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 November 2017 via mobile

We just got home from a great week at Emerald Bay. Our last stay in April was not the best (see previous review) but we are very glad we decided to go again. We took the upgrade to ocean view Jacuzzi suite and it was well worth it. Staff was great especially Jose at the outside bar near the amphi theatre. To be fair they really made this stay what we have become accustomed to at Riu properties. Ocean view Jacuzzi suite is worth the upgrade but duplex rooms sh

Stayed: October 2017, travelled as a couple
7  Thank kevinwI3033AR
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 31 October 2017

There were 7 of us on our travels to this hotel.. we had 3 rooms, 2 family and the honeymoon suite. All 3 rooms were fantastic, beautiful view of the beach and overlooking the resort. 9th floor - I read a lot of complaints about the elevators, but we never had a problem.. was never in that much of a hurry to be anywhere anyways! There were a few things wrong in one of the rooms (minor shower things) and they were fixed immediately. Wifi was good.. got it on the balcony and out by the pool. The staff everywhere were fantastic. Kevin out by the pool serving us drinks (woo woo), Memo as well.. were FANTASTIC. your staff getting people to play games.. Larissa.. we loved your "nonsense talk" .. hahahha.. we felt like we had personal service... the waiters in the buffet ... can't even begin to say how amazing they were.. Esau, Cota, Victor, all the others.. love you guys !!! You made us feel so welcome everytime.. knew who each of us were.. even learned our names..

Was a beautiful resort.. the beach amazing. Clean, fun, food was fantastic.

Room Tip: Our honeymoon suite was large.. and fabulous
  • Stayed: October 2017, travelled with family
    • Location
    • Sleep Quality
    • Service
4  Thank juliebot44
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 11 October 2017 via mobile

Went on a mini vacation to Mazatlan and stayed at the Riu. I rated a 4 but really should be a 4.5 but TripAdvisor does not have half points. Riu. Would have been a 5 but the room had dust bunnies on the wall where the vent was for the air conditioning and the fire alarm. It was awesome from the beginning except what is listed above in the room. The room was very clean and decorated nicely. Tv was a little small and fuzzy picture but that didn’t bother me do to I was there only to sleep. It would have been nice to have a coffee maker in the room, so you could make a cup in the morning and enjoy drinking it on the balcony with the beautiful view of the ocean. Instead you have to get dressed and go down to the lower level for breakfast.
The pools were very nice and even had an area for small kids with water slides and playground area. Basically have 3 different pools all very nice only thing is that the pools close when it gets dark around 7pm.
Beach area was awesome., sand was nice and fine and soft on the feet. There are lifeguards at beach and pool areas but their off duty at 5 pm.
The grounds at the Riu are kept up very nice, it is so lush and tropical. There is a sports bar that’s open 24 hrs. A stage for acts to perform on a nightly basis, we watched one and it was very good show.
The food at the Riu is pretty good for being a all you can eat buffet. There is so much food and all different kinds you are sick of food by the end of your trip. There are 2 other restaurants there that are buffets also but you have to make reservations for them. We ate at the bamboo which is Asian, it was delicious. All beverages are free just have to ask.
The staff was amazing and they are the ones that make the property shine. The staff was very attentive to our needs and requests. A big shout out to all the kitchen and restaurant staff. They were so polite and accommodating with my family. You see the foodservice staff the most because you have to eat. We ate at the Riu for all meals except when we went to the malecon and had Moriscos on the beach.

All and all I give the Riu a 4.5 score and on our next destination will check out a different Riu property. Great job to all the staff at the Riu

Stayed: October 2017, travelled with family
10  Thank cheftod67
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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