Ratings based on 1,726 Verified Reviews
4.3 Room cleanliness
4.2 Service & staff
4.1 Room comfort
4.0 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 22 Nov 2024
This property is incredible. The accessibility to everything on the resort and the beach is next to none. Everything is within a couple mins of each other. Food was very good and had lots of variety for everyone. Staff is so nice.
by A verified traveler
Posted 19 Nov 2024
Horrible, unsafe, mediocre, needs maintenance, needs professional staff and not a bunch of kids.Food quality average at best.
Comment from Hotel Management
20 Nov 2024 by Hotel Riu Emerald Bay, Hotel Management
Dear Norma,We appreciate your feedback, as it helps us understand which aspects we can focus and improve on. As service is our absolute key value, we are sorry to read that we did not get everything right.We will be following this up further, it will be forwarded to the management.Best Regards,Hotel Riu Emerald BayOnline Reputation Manager
by A verified traveler
Posted 19 Nov 2024
The Riu is rundown, the quality of the food is average, the entertainment is average with an rundown old stage, some of the staff is unprofessional, misinformed, rude, and disrespectful. One employee gave my husband wrong information about the nightly show and when we asked her about the details to make sure the information she gave was correct, she insulted out intelligence and memory. In all our travels all over the world, we have ran into such an immature and disrespectful staff member. The Pool areas need serious un keep, paint and overall maintenance. The ceiling fans were kept on low despite the heat. In the room, a drawer was broken and unusable. At the Spa the sauna had an odd hose hooked up that spilled boiling water on the floor. If you did not see the puddle, you’d burn your feet. We ere told the Hot tubes were filled up with limited availability. But the two times we went, there we no other guests. We requested additional pillows. After 5 calls throughout a 15 hour period, we finally got a Pillow. We were given a room with a blocked view. We requested a change in rooms immediately, the receptionist was curt, slow and not wanting to make the accommodations. She finally gave us a room with a slightly better view. The reservation restaurants were not much better than the buffets. We had to get all our drinks ourselves. Plus the drinks at the bar were not good quality and we only saw ONE waiter at the pools taking orders. Not a good experience. 👎
Comment from Hotel Management
20 Nov 2024 by Hotel Riu Emerald Bay, Hotel Management
Dear Norma,We are sorry that you left our facilities with these feelings and we are surprised that there was nothing to your liking.On our page you will find the wide and varied range of hotels we have and the information corresponding to each one of them. We are convinced that you will find the one that best suits your needs.We would be delighted if you would give us the opportunity to welcome you to one of our facilities again, so that we can present you with the wonderful experience that we are accustomed to offering you 100% satisfaction.Best Regards,Hotel Riu Emerald BayOnline Reputation Manager
by A verified traveler
Posted 17 Nov 2024
by A verified traveler from Batavia
Posted 16 Nov 2024
Great location and staff were excellent. Facility had a nice selection of places to go to. Rooms were with great view but outdated design —(showers/tub) not very well built as it can be a little dangerous to get in or out the shower. AC was just OK. TV were horrible picture, definitely not HD—no option of streaming anything.
Room well stock with drinks. Gym had outdated equipment and wish that it had a view to ocean and not a garden. Loved that vendors cannot come to close of the property so you can enjoy the view.
Comment from Hotel Management
20 Nov 2024 by Online Reputation Manager, Hotel Management
Dear Victor,Thank you for taking the time to give us a good rating of our hotel on Expedia. It was a pleasure having you stay with us and we are glad you enjoyed our location and highlighted our efficient staff. Of course, we also take into account the things you did not like so much. As we are continuously working to make improvements, we will communicate your feedback to the appropriate people.It would be great to welcome you soon again! Until then, we wish you all the best.Yours Truly,Hotel Riu Emerald BayOnline Reputation Manager
by A verified traveler
Posted 14 Nov 2024
by A verified traveler
Posted 14 Nov 2024
Love the beach
Comment from Hotel Management
20 Nov 2024 by Hotel Riu Emerald Bay, Hotel Management
Dear Sandra,The best compliment is learning that our valued guests enjoyed their holiday.And thank you very much for taking the time to share your fabulous feedback.It would be fantastic to have the opportunity to welcome you again, Sandra.Kindest wishes!Hotel Riu Emerald BayOnline Reputation Manager
by A verified traveler
Posted 12 Nov 2024
by A verified traveler from Fontana
Posted 9 Nov 2024
by A verified traveler
Posted 9 Nov 2024
The service was horrible. I felt like we were being scold all the time by the personnel and security. We were locked out of our room for over a hour and a half and the front desk person kept on saying it was my cell deactivating the key. The manager and a technician couldn’t open the door. They blamed it on the housekeeper they said she must have slammed the dooor too hard it deactivated and James it. Also the jacuzzi spa was cold in the gym area. food was very bad quality. The security at night constantly asking for our wristbands. Too much. The remote control didn’t work the first bight. The AC didn’t work one of the nights.
Comment from Hotel Management
12 Nov 2024 by Online Reputation Manager , Hotel Management
Dear Iris,Thank you very much for staying at Riu and for sharing your feedback with us.As it is one of our main priorities to give an outstanding service to all of our guests, we are concerned to learn that we may have missed out on some details leaving you with an unpleasant experience.Please rest assured, your observations will be shared with the responsible team, as we understand that there is always room for improvement and we hope we will have the opportunity to host you again soon to regain your confidence.We wish you all the best,Hotel Riu Emerald BayOnline Reputation Manager
