Riu Emerald Bay - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

5894 reviews

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  Riu Emerald Bay

  We had a great time with our kids on our vacation! The only issue we had was about every couple of days a bus load of people would show up for 2-3 days and it seemed like a frat party. When we went last time in Nov it was not like that and much calmer. Overall the service from the staff and the options for our kids was great! The kids said it was the best week of their life - even better than Disneyland!

  Jul 01, 2025
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  Very disappointing and unsafe experience

  I stayed at Riu Emerald Bay – All Inclusive in Mazatlán with my family from June 14 to June 17, and unfortunately, our experience was extremely disappointing — especially regarding safety, medical attention, and the overall treatment by the staff during an emergency. On June 17 at around 11:47 a.m., my sister and I were walking along the shore when she was stung by a jellyfish. The sting injected a high amount of venom, causing her severe pain, difficulty breathing, and loss of movement in her leg. We immediately looked for help, but the lifeguard was not at his post. I had to yell for assistance, and with the help of other guests, we eventually found him — chatting with beach vendors, completely unaware of the situation. When I explained what was happening, his response was shockingly unprofessional and insensitive. He dismissed the situation, saying jellyfish sting him all the time and the pain would go away in 30 minutes. Despite my sister clearly being in distress, he refused to provide any help and told us to go to the front desk. At reception, they told us not to worry about check-out and to focus on getting my sister medical attention, which we appreciated in the moment. However, all they offered us was a bag of ice, which the doctor at the hospital later confirmed worsened the condition. We had to call an ambulance, and my mom and I accompanied my sister to the hospital. My grandparents stayed in the hotel lobby, waiting for our return. Later that day, when I returned to the hotel to hand in the wristbands and towel cards, I was told I had a pending charge because my grandparents remained at the hotel. This was completely inhumane. They stayed behind out of necessity during a medical emergency, and could not travel in the ambulance. Charging me for this showed a total lack of empathy. Even worse, the hotel has no access to basic medications or trained medical staff for emergencies — something that should be standard at a beachfront resort. When I spoke to the shift supervisor, Juan, to explain what happened, his only response was that the hotel was not responsible for anything that happens on the beach, despite having a lifeguard there. I also mentioned that there were no warning signs about jellyfish. Several other guests — including children — were also stung that same day. Only after multiple complaints did the hotel decide to close the beach. This was a situation that could have been prevented if the lifeguard had taken immediate action after my sister was stung, warning others and escalating it appropriately. His negligence put more guests in danger. What’s most disappointing is that my family and I have previously stayed at other Riu properties — Riu Punta Cana, Riu Los Cabos, and Riu Cancun — and we never expected this level of unprofessionalism and lack of basic care. After this experience, we will never stay at another Riu hotel again. This was a traumatic and unacceptable experience. The lack of empathy, medical support, professionalism, and human decency from the staff was alarming. I do not recommend this hotel to anyone who values safety and proper emergency response.

  Jun 20, 2025
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  Great time during our family trip!

  This is our second time at the Riu Emerald Bay. Our family loves the hotel and location. It has everything for the kids to enjoy: beach, a lot of pools, water park, and a kids club.

  Jun 10, 2025
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  Good people, very gentle

  Beautiful Place. Good food. Very nice rooms. Very quiet. Very safe. Close to the seat. Nice swimming pools.

  Jun 04, 2025
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  Great Vacation

  Everyone at the Riu Emerald Bay, were the best, we were treated like VIPs. The staff were the best. The resort is wonderful we enjoyed everything from the food, pools, the beach and live music in the evenings. Would love to return.

  May 31, 2025