Ratings based on 35 Verified Reviews
4.5 Room cleanliness
4.5 Service & staff
4.9 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 5 May 2024
Every thing was wonderful
Comment from Hotel Management
10 May 2024 by Rodrigo Fierro - Gerente de Servicios, Hotel Management
Dear Ernest, we want to thank you for choosing our resort to spend your very valuable vacation time. Likewise, we are very happy that your stay went so positively and that you were able to experience the warmth of our service. We hope you can return very soon. We will be waiting for you. Kind regards.
by A verified traveler
Posted 25 Mar 2024
Booking:
I went through Expedia to book my package and vacation, which was 6 days at the Emerald Estates Luxury Villas, part of the Pueblo Bonito Resorts properties, all-inclusive package. The booking was easy, straightforward, and left little to vague interpretation or fine print nonsense. The package was stated as an all inclusive package with access to the other resort property that was more activities-based and featured more restaurants to choose from.
These restaurants claim to be part of the all-inclusive package but beware of some items on the menu that will be out of pocket. Those are not itemized or disclosed in their entirety in its listing, booking, or disclosures, that I saw.
The airlines were included in the package, which was outstanding. However, please note that you will need to choose from the package flights available. Ours were two connections to Mazatlan, and three coming back, it was rough. Alternative flights would have cost us 500 dollars more per person.
The property:
Wow!! that's all I have to say. Exactly as advertised. We saw a three bedroom four bath, private pool and hottub, on the property, and part of the all-inclusive package. All in 5,400 dollars for the week (property, flights, all-inclusive), even with the final charges (as I'll detail later) we didn't bust our budget of 6,000 dollars US.
There is a 4 dollar room service charge every time they go out. We mostly got room service and averaged about three times a day resulting in about 60 doll
Comment from Hotel Management
26 Mar 2024 by Rodrigo Fierro - Gerente de Servicios, Hotel Management
Dear Kirsten, We sincerely appreciate you taking the time to rate our services and for your kind comments about your recent stay at our resort. It makes us very happy to know that you enjoyed our premises and had an overall good experience. Thank you again for choosing us and we look forward to welcoming you back in the future. If you need any assistance or have any special requests for your next stay, please do not hesitate to contact us. Warm greetings,
by A verified traveler
Posted 2 Mar 2024
Outside & inside and the service did not match.
Outside is total OMG, one of the best I have ever stayed anywhere in the world. Inside is outdated and BWS linens were no more than 3 Stars. Furnitures need to be replaced & the floors need to be refurbished. Services need to be much improved and the training of the staff is much needed. There are only two restaurants to serve close to 500 guest rooms and the menus are the same everyday. But, we are so enchanted by the grounds surround the hotel and the many varieties of palm trees and other plans are so beautiful and bountiful. The waterfalls and koi bonds and flamingo and exotic birds added on top of the lushes landscapes. The sunset took our breath away also. Last comment is that put your valuables in the safe.
Comment from Hotel Management
3 Mar 2024 by Martin Olivas | Guest Service Experience Manager, Hotel Management
Dear Koni, We really appreciate you taking the time to write your review and share it with us, your comments are very helpful for all. We want to ensure you that all your comments will be followed up to avoid any lowering of our standards or inconveniences for our guests in the future. Thank you for adding generous remarks of the positive sides of your stay with us. We look forward to hopefully welcoming you back soon.Best regards,
by A verified traveler
Posted 1 Mar 2024
The greens & the ground of the property was superb. Beautiful and lushes. The room is Ok but very old with chilled tiles and the furnitures are very outdated.
Staff are OK but not 5 Star quality. Some are great and others didn’t quite understood the high class hospitality service. Very strict in their rules and not quite understood the customer’s needs. However, Jesus, the driver was fantastic!
Comment from Hotel Management
1 Mar 2024 by Rodrigo Fierro - Gerente de Servicios, Hotel Management
Dear Koni, thank you for taking the time to rate our services and give us your feedback. We are sorry to know that the service provided did not match your expectations. We work very hard in order to comply with our guests requests to the best of our capabilities and will always have their specific needs as a priority. Having said that, we understand that there are areas where we can still improve. Be sure that your feedback will be taken into acount in order to provide a service first and foremost centered around hospitality. Let us know if we can help in any way to make your next stay a better experience.Best regards.
by A verified traveler
Posted 1 Mar 2024
The ground is magestic, one of the best in the world but the rooms are outdated and the furnitures are old.
Comment from Hotel Management
1 Mar 2024 by Rodrigo Fierro - Gerente de Servicios, Hotel Management
Dear Koni, We are glad that you found our grounds delightful, they are indeed, one of the things that make us proud about Pueblo Bonito. On the other hand, we are hoping for a major renovation coming soon. We recognize that our guests expect a more modern aproach regarding the room interiors and it is in our best interest to move towards that. In any case, we remain at your service for anything that may help you enjoy more your next reservation at our property. Let us know and we will gladly give follow up. Best regards.
by A verified traveler
Posted 21 Sep 2023
Relaxing
Comment from Hotel Management
21 Sep 2023 by Martin Olivas | Guest Service Experience Manager, Hotel Management
Dear Hilda, Thanks a lot for sharing your experience. I am glad to know that your stay was excellent and that you did not have any problems during your visit. It is always gratifying to receive positive feedback. Our goal is to provide quality service and for our guests to feel comfortable and satisfied from the moment of check-in. We hope to see you again on your next visit! Best regards,
by A verified traveler
Posted 3 Nov 2022
I love the cleanliness of this whole beautiful resort, it felt very luxurious and the villas were absolutely gorgeous
Comment from Hotel Management
4 Nov 2022 by Moisés Vázquez | GSE Manager., Hotel Management
Dear Ms Anna, on behalf of Pueblo Bonito Resorts we are grateful for your review about your recent stay at our facilities. We hope you continue to visit Mazatlán and keep choosing us as your accommodation of your choise. Best regards from the staff and management.
by A verified traveler
Posted 18 Jun 2022 on Travelocity
Have more varieties of food choices and more beach chairs!!
Comment from Hotel Management
20 Jun 2022 by David Tussi, Hotel Management
Dear Adriana,
Thank you for sharing your experiences with the travel community. We will take note of your comments. We strive to be the best and to make sure our guests enjoy coming back time and time again, so we certainly look forward to welcoming you back again for many more special moments in the future!
Kind Regards
David Tussi
General Manager
Pueblo Bonito Emerald Estates Luxury Villas
by A verified traveler
Posted 20 May 2022
would not utilize the villas have not be update in years, property and furniture show it.
Comment from Hotel Management
10 Jun 2022 by David Tussi, Hotel Management
Dear Anthony,
We hope you are well. On behalf of Pueblo Bonito Resorts we are grateful with you for choosing our property to have enjoyed your recent stay, and we take this opportunity to apologize for not having completely met your expectations of our facilities. We are a company committed to the quality and standards of customer service and we will be working on an action plan that allows us to have continuous improvement. Thank you again for staying with us and we look forward to welcoming you back soon
Kind Regards
David Tussi
General Manager
Pueblo Bonito Emerald Estates Luxury Villas
by A verified traveler
Posted 29 Mar 2021 on Hotels
Comment from Hotel Management
19 Apr 2021 by Gerencia de servicios, Hotel Management
Cualquier detalle estamos para servirles. Saludos cordiales.
