TripAdvisor Traveler Rating

When we arrived, it was the day following the recent hurricane. We expected to see some damage but what we saw was damage caused long before the hurricane. The customer service was not great at the front desk. Its as if the entire hotel was run by a few 20 year olds with no power to address issues. We entered our room, which smelled like mildew, only to find our AC wasn't working. We reported this for 4 days only to be offered a room with functioning AC on day 5. The rooms were dated and dingy, the other hotel buildings were in disrepair, the beach was aweful, and the staff was not great! The ratings should reflect that the hotel grounds are beautiful. The hotel buildings are old and outdated, the food was subpar, and the staff cannot solve a simple issue like a funtioning key card. Stay somewhere else!

This was my first time at this resort, I often go Adult Only resorts, but we a joined another couple who had already booked here. The food at the buffet at breakfast was just ok, the kiddos were all over the place which made it a mess on the buffet. Our room was in a good location with an elevator. But we had to drag our luggage to our room because they check everyone in at the same time which created a back log and we didn't want to wait. On the reverse we requested a gold cart to take us to the lobby when it was time to leave and is took a long time. The beach bar was a good time with the swings. Entertainment was good too. Good price point!

Zero stars!! Do not recommend at all! Maintenance issues galore, horrible food, and terrible customer service!! Utter waste of time and money Would not return if paid!! Stay away! Complaining will get you no here . They simply don’t care core

AVOID AT ALL COSTS! Horrible. Worst vacation experience ever. From the moment we arrived to the moment we left it was problem after problem from maintenance issue to service issues. Elevators don’t work, food is not fresh, service is atrocious, rooms are mouldy and stink, plumbing and electrical issues and the list goes on. They have all sorts of rules they make up as they go to avoid giving service. No amount of complaining elicited caring responses. They sent a clear and strong message is that they simply don’t care about customers or people in general.

Exquisite food!!! We have been there twice and will come back again at once whenever we can. Very friendly service crew. Alberto Ek will help you to go through the menu with helpful informations and a great smile either in spanish, english or french. And chef Juan will make you travel to France through his delicious meals. Undoubtfully a place you MUST try if you stay at BlueBay Grand Esmeralda in Plays del Carmen.