هوتل ريو إيميرالد باي - شامامل جميع الخدمات

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,

My son and I went with some friends to Mazatlan...was my birthday while we were there...Amazing trip. Clear resort. Everyone was super friendly. Fun atmosphere. Clean big beach with lots of places to sit. The restaurants and food were super good. For the price we paid it was well worth it. Will definitely try to comeback one day!

Great hotel and location. Staff was friendly and always helpful. Hotel was beautiful. The only thing I would add is more events for adults only.

Great customer service! Several good food options. Great location! The staff provided great service. I highly recommend this hotel. I will definitely return.

This hotel needs a desperate upgrade. We were a group of 28 people. First of all arriving was super super hot and humid, the lobby did not have AC, it had some old 1920s fans full blast, but they did not help. We were told that our rooms were going to be ready at 3 pm. We arrived at 1 pm, ok, that was fine, but I did not get my room until about 4 pm. The rooms seem clean, but my bed sheets had mold stains at the bottom, they had yellow stains, and one of the pillows I found a hair. The tub is super dangerous; a couple of us fell getting in it. mostly if you are tipsy. The food is ok, half of our group had food poisoning from where we do not know, whether it was the buffet or the outside snack bars. the Japanese restaurant is the best in my opinion. but you have to make a reservation on the APP that only works for Android phones. We all had iPhones, so we had to go to the lobby at 6 am to tell the receptionist to make our reservation. there is no room service, and if you do not tell them to stock your fridge, they do not. The pools are super hot, the beach is beautiful, and the sunsets are amazing. The staff is also very nice, but the staff are always sweaty, again because no AC in the building, only in the rooms, and mine did not work well. Overall, this hotel is beautiful with its 5 different pools, events are great, staff is friendly, kids area is nice, and the slides are fun. but it desperately needs an upgrade. And AC! So if you like to be hot and sweaty, in the water and out, this is your hotel. By the way, I loved that bands out on the beach are not there all day; they start playing at a decent time and stop playing pretty much at sunset.

Flawless Everything was perfect—staff, rooms, food, and service. Just wish it were in a better location!