We spent 7 days at the Pueblo Bonito Emerald Bay resort in Mazatlan celebrating my mother’s 80th birthday party, as well as using the occasion to also coordinate a family reunion. With over 50 family members in attendance coordinating that many people for dinners, activities, spa days, and a celebration on the beach at their sister resort in downtown Mazatlan was no small feat. Thanks to Karla and her constant communication, her ability to understand our likes / dislikes, our interests and all of the challenges that comes with trying to get that many people on a schedule, children as young as 3 years old included. As a result, our trip was made easy and enjoyable and everyone was given different options that worked well for them and / or their families. On one occasion, we had a few family members potentially miss the bus back to the hotel from downtown. After one quick and easy WhatsApp chat to Karla, she was able to reserve seats on the next bus back to the hotel for our family members and stayed in constant communication with them and the bus driver to ensure everyone was accounted for and back safely. And….this was after hours for Karla!! I run a Customer Success organization for a tech company in California so I know first hand the importance of the customer experience, constant, proactive communication and ensuring your customers come first. Karla exemplifies all of these values. I would highly recommend you take advantage of the resources and skills Karla offers for your stay in Mazatlan. She was wonderful to work with and made our trip easy, stress-free and memorable. Thank you Karla!…
This is the second time that we stay at the Emerald Bay and the first time with kids. We wanted to have a great experience and we got exactly that. The service has been just amazing. Every aspect of our stay has been meticulously taken care of. Cesar Nuñez from Elite services was key to have an above average experience every day with the services by the pool. Damian from the restaurant was incredible also, just to mention some of them because it has really been great everywhere. We will for sure come back in our next vacations.
The emerald bay estates are the only place you need to visit when in mazatlan! There are so many amenities that you literally don’t need to leave the resort. The grounds are beautiful and very well kept and the service is is second to none. All of the staff is extremely friendly. They went above and beyond to make sure everyone felt like they were number one priority. Every employee from the drivers to the servers met us with a smile and were always eager to help make our stay perfect. We had Karla and Cesar to help us navigate our plans and help us book travel and excursions in advance so that everything was ready to go for our group of 23. We had multiple villas which were in great condition and the house keeping service was always very thorough and made us feel nice and safe. Being able to spend this time with our friends and family together in n mazatlan for a week was amazing and the resort and staff made our vacation stress and worry free, my family and I would highly recommend visiting the pueblo bonito emerald estates if you are looking for first class amenities and services. We will definitely be back!…
Beautiful room with many great features the service was great as well , and Enrique Cazares was great he drove us many times and gave a great service. The restaurants were good and bistro was the best.
Finally after 3yrs of not being able to come back, we did. We started coming here in 2008, 2019 was the last year and we could not wait to get back here. It was so good to see old friends and staff. I would 95% of the staff is made it through the covid, to me that says a lot for Pueblo Bonito in how they take care of their staff. The concierge staff treated us like royalty. They could not do enough to make our stay more comfortable and fun. I have to brag on everyone because every person who is associated with the resort goes above and beyond their duty to make us feel welcomed. Thank you to Jairo, Karla, Melissa, Erick, Cesar for your smiling faces and willingness to assist.
They treated us like family! A home away from home. Highly recommend. The villa was clean and spacious! Pools were nice and refreshing! Staff were so kind and thoughtful. Great for any kind of getaway.
As always we are treated like royalty by Karla and her elite team. They go above and beyond to make sure we are comfortable and all of our needs are met. We will be back again in April. We also have to give a shout out to Gilberto and the crew in the Bistro. Gilberto sees to it that we are always satisfied with our dining experience. He always goes the extra mile to make us happy. Roberto the tennis pro makes playing a great experience and always fills in if we need an extra player. The above mentioned staff are outstanding and their support staff superior as well. Looking forward to seeing you all in April 2023.
The staff and the food was good but the condition of the villas is pretty bad. They are called luxury villas but they are run down, dirty and tired. There were roaches and ants in the Villa and the furniture needs replacing and updating.
The staff here is super friendly, the resort is huge, everywhere you go you basically get a golf cart to take you. We have had amazing drivers like Enrique Casares who has driven us around and has been super helpful! Overall it’s great!
Enrique has been a wonderful help especially helping my wife who cannot walk very well. I appreciate all he has done representing EB during our stay. This is our favorite vacation location. Thank you for everything. Jim Rangel