Arrived June 25, 2014
Traveled with a large family group of 11 people for our yearly family vacation and booked the Blue Bay Grand Esmeralda because it was advertised as a 4 star hotel in an area that we had not stayed in Riviera Maya before. Upon arrival the hotel looked nice from the main entrance, but at check-in we noticed much of the staff was indeed rude and not very helpful. We were given rooms in building 1, which is almost as far as you can get from front desk, and had to walk there in the sweltering heat with our luggage as there were no shuttles available. Note that there is very little shade on the 10 minute walk from the front desk to many of the building where rooms are located.
Our first room had no working air conditioner and pubic hairs all over the floor in the room and bathroom. Asked for a change. Second room stunk of moldy funk. Asked for a change. Third room stunk much less, but air conditioner worked, so we settled on it. The room was nothing to write home about, just a basic room with no frills and a large CRT tube television.
Unpacked, and then went to eat. The food was buffet style and was edible, but nothing to brag about. Long waits for drinks at the poolside bar prior to a swim, and the drinks were definitely very watered down. The main pool was nice, but felt like bathwater because the water was so warm. Plenty of chairs available near the main pool, especially since it looked like the hotel was at about 50-60% capacity. Went to check out the beach and promptly returned to the pool as the beach here is horrible. It is 90% un-usable because of the amount of sea weed, it looks like dark muddy water.
Caught the night show the first night. HORRIBLE. Enough said.
Tried to enjoy the second and third days here of a 8 day stay. Ate at the steak house, which was surprisingly very good food. Much better than any of the other restaurants or buffets.
Continued to notice much of the staff being rude and disinterested in their jobs. We are used to having friendly staff that is always engaging with guests and having a good time. Not here. It looked like they were just counting the minutes to go back home at the end of the day.
Nightly entertainment continued to be HORRIBLE, so we decided to leave early for the second and third night of shows.
On our third night at this resort, we noticed a lot of commotion and all internet and cable television went out at about 11:00 pm. When walking to the front desk we were told that we could not go further up the path because the spa/gym and main theater/sports bar was on fire! Sure enough both buildings were going up in flames and they had to evacuate several buildings of families, and nobody could leave the resort, because the path out of the resort was next to the burning buildings.
Talk about not feeling a sense of safety for our family. I promptly called our travel agent and switched hotels immediately the following morning. Upon hearing that we were leaving this resort and going to a much nicer resort, you can only imagine how the already rude staff treated us.
Needless to say, we will NEVER return to this poor establishment.
To summarize: poor attitude, dirty rooms, mediocre food (except for great steak house), watered down drinks, horrible beach, rude staff, horrible nightly entertainment, and lets not forget the burning buildings.
I cannot understand how this place can be rated a 4 star resort. I have been to 3 star places much better than this place.
On a lighter note, the resort that we moved to was phenomenal, so our vacation was great after leaving the Blue Bay Grand Esmeralda.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.