All You Need to Know About the Concierge
at BlueBay Grand Esmeralda
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Guests1 room, 2 adults, 0 children
C$220
Fully refundable before Fri, Jul 26
C$280
Fully refundable before Thu, Aug 1
Breakfast included
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C$280
C$183
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Concierge review highlights
... you call customer service from your room it goes to the Concierge desk and they will transfer you to the front desk where...
... leaked, didn’t affect us. Beds were huge and so comfy. Concierge were just down stairs every day so no need to walk over...
... with cabanas, lounge chairs, a private bar and our own concierge is a real benefit of membership. Whether you visit once...
Most popular question about the concierge
I will be coming to the BBGE in 3 days. Yesterday I e-mailed the concierge with my room requests.. should I expect a reply or just hope for the best?
Answer from mark k
Nov 2016 |
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Reviews that mention concierge
Write a reviewMyself and 5 other people have stayed at the Bluebay Grand Esmeralda Hotel, and we all we can speak to is the Horrendous Customer Service, sick injured animals, broken doors, poor building condition and terrible customer service.
- We were provided a room where the door handle going outside was not attached or secured to the door, the front door handle was wobbly. Then they placed us into another room which did not have any Air Conditioning. So we were moved again, this time the elevator was broken.
- The first two days of our trip, there were 3 other couples that were transferred to other rooms.
- Our friends arrived the next day and they went through the exact situation. However, the staff took them to a room and told them it was theirs but when they opened the door to the room there were peoples personal items all over the room. MISTAKE, so they had to find them another room.
- We have been left with no toilet paper for 2 days, when we requested it they will get someone to send send it down. I have never left such a negative review ever.
- They have sick kittens and cats with open wounds around their necks that walk through the restaurants, looking for food that are hungry and skinny.
- The staff lie and say the vet had come to see it already. This is not true or the cat would not be walking like it was drunk and or try to jump up and fall on its back hitting the rocks.
- The hotel is invaded by starving sick animals, the Coatie's run rampant in and out of the restaurants, scrounging for food, scratching themselves. Jumping onto peoples tables and take food. To some of us they are entertainment but to some guests they hit them kick them and more. It is horrible to see.
- When you call customer service from your room it goes to the Concierge desk and they will transfer you to the front desk where there is no answer. If you call again, they will not pick the phone up they just hit transfer and no answer. There is no manager or supervisor. (4665 for Concierge and 4561 for reception apparently).
- Try to find someone that speaks English is next to impossible. As for the food labels if there is one may or may not have labels. There are no signature signs that say if there is seafood etc in it for people with allergies.
- The are two buffets which have the exact same food, bland and missing a lot of options.
The worst hotel any of us has ever stayed in and we will never return. As the days follow from here there will be several more reviews from people that have stayed here during this time.
Review will be edited to provide photos.
- We were provided a room where the door handle going outside was not attached or secured to the door, the front door handle was wobbly. Then they placed us into another room which did not have any Air Conditioning. So we were moved again, this time the elevator was broken.
- The first two days of our trip, there were 3 other couples that were transferred to other rooms.
- Our friends arrived the next day and they went through the exact situation. However, the staff took them to a room and told them it was theirs but when they opened the door to the room there were peoples personal items all over the room. MISTAKE, so they had to find them another room.
- We have been left with no toilet paper for 2 days, when we requested it they will get someone to send send it down. I have never left such a negative review ever.
- They have sick kittens and cats with open wounds around their necks that walk through the restaurants, looking for food that are hungry and skinny.
- The staff lie and say the vet had come to see it already. This is not true or the cat would not be walking like it was drunk and or try to jump up and fall on its back hitting the rocks.
- The hotel is invaded by starving sick animals, the Coatie's run rampant in and out of the restaurants, scrounging for food, scratching themselves. Jumping onto peoples tables and take food. To some of us they are entertainment but to some guests they hit them kick them and more. It is horrible to see.
- When you call customer service from your room it goes to the Concierge desk and they will transfer you to the front desk where there is no answer. If you call again, they will not pick the phone up they just hit transfer and no answer. There is no manager or supervisor. (4665 for Concierge and 4561 for reception apparently).
- Try to find someone that speaks English is next to impossible. As for the food labels if there is one may or may not have labels. There are no signature signs that say if there is seafood etc in it for people with allergies.
- The are two buffets which have the exact same food, bland and missing a lot of options.
The worst hotel any of us has ever stayed in and we will never return. As the days follow from here there will be several more reviews from people that have stayed here during this time.
Review will be edited to provide photos.
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Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
2 Helpful votes
Helpful
Response from DIRECTOR GENERAL, Director General at BlueBay Grand Esmeralda
Responded Nov 4, 2023
Dear Traveler73Shan, We're deeply sorry to hear about the numerous issues you experienced during your stay. It's clear that your experience was far from the high standard we strive to provide, and for this, we sincerely apologize. Concerning the problems with the rooms and their amenities, these are matters we take very seriously. We are currently conducting a thorough investigation with our maintenance and housekeeping teams to ensure that these issues are addressed without delay. We fully understand the inconvenience caused by room changes and are committed to rectifying these issues promptly to prevent similar experiences in the future. We're also very concerned about your report on the animals on our premises. We share your concern for the welfare of animals and are sorry to hear of the distress you experienced. Please know that we are aware of the local animal activities, and we do everithing in our power to ensure these animals are taken care of. We maintain a strict policy against mistreatment of animals and we will take necessary actions to prevent such incidents. Your feedback on our customer service is equally important. We aim to provide the best service to all our guests and it's clear we missed this mark with you. Your feedback has been shared with our team, and we're committed to improving our communication and ensuring prompt assistance in the future. Regarding the food and language barriers, we appreciate your feedback as it helps us improve. We are working on improving the diversity of our buffet and ensuring all food items are properly labeled. We're also committed to providing more language training for our staff to better serve our international guests. Your review is very important to us and serves as a clear indication that we need to work on several aspects of our service. Please know that we are taking your criticisms to heart and are committed to making necessary improvements. While we understand that we cannot change your recent experience, we hope you will give us another chance to demonstrate the positive changes we've made as a result of your feedback. Once again, we apologize and thank you for your feedback. If you wish to discuss this matter further, please don't hesitate to contact us directly. Bluebay Grand Esmeralda PR Team
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Hey All,
I'm so glad I never changed resort and seriously DO NOT pay any attention to other reviews on here, I'm not sure what people expect from a resort but this one was a winner.
We flew in Jan 26th from the UK stayed for a week, we are ages 25 & 28. Check in was quick and very easy, and we had an ARRIVAL DRINK... Our bags were delivered to the room, we stayed in block 4 which I would recommend as its next to the pool and have amazing sea views.
Rooms, lovely and spacious, OK so there were a few marks on the ceiling where the aircon had slightly leaked, didn’t affect us. Beds were huge and so comfy. Concierge were just down stairs every day so no need to walk over to the main lobby to book any A la carte restaurants, most nights all were open so we always had a choice of where to eat.
Food was lovely, we had the buffet the first night, BBQ night, was lovely. Then each night we booked in to a diff restaurant, I would recommend the Steak House, gorgeous, we actually ate there twice - Seafood was also lovely, I paid extra to have the Lobster, for £17 it was well worth it. Mexican we didn’t enjoy at all nor did my other half like the Oriental, though the sushi starter was nice. Breakfast was the norm, loads of choice, some pretty random but all named brands of cereal and fresh fruit. If you want branded booze you just have to ask.
The pool was really nice, a lil cold at this time of year but wasn’t too cold to brave it.
It was so clean, they were cleaning it all day every day, the whole resort was spotless.
As everyone has said the Beach is a complete disaster, it really isn’t nice, but in all fairness walk 10 mins to the left and you find a stunning lagoon. We took our snorkels, the current was strong but was so pretty and I would have much preferred this to a beach, head into Play Del Carmen for a lovely Beach or to Tulum. I wouldn’t for one min rate this hotel any less because of the beach, it’s not the resorts fault and they do have sand bags trying to save what they can.
The people were so friendly (staff) I must say I came back with a different view on a couple of other Nationalities, horrendous...
If I were you I would be up early to get a sunbed - most mornings we were up for 8am and still most the 'decent' sunbeds had towels or sun cream reserving them - Some people had done this and then I would notice they never came and actually used them for several hours - this I find very rude! But you find yourself having to do it or you’re in the shade my midday!
I didn’t find that if we tipped we were treated any better. I don’t expect to be waited on hand and foot either as some seem to, I was happy to pop up to the bar for my own drinks if a waiter hadn’t been along for a few mins.
By all means I know quality, I've travelled a lot which is why it shocks me some of the reviews that are on here. And I thought I was high maintenance :)
They give you 1 free WIFI code on arrival for 1 device, we brought a second for $14 for the week - I thought that was good as I paid $60 in the Dominican.
This resort is big, but the walk is lovely and after a big dinner what more could you want. Thou the carts are running all the time so if you can't or don't want to walk theres no need to.
Entertainment, I'll be honest we didnt see much... The one we did see wasn't meant to be comical I don't think, but it was, out of time dancers etc it was a good laugh.
Before we left the weather said thunderstorms all week - we were amazed when we saw a down pour for all of an hour the whole week were there, it was red hot and I'm a sun worshiper. A little cloudy at times but 100% I would go in January again. Also the sea was so warm, not normally one to get in but I was in it all the time.
Don't let negativities put you off, this place was lovely :)
I'm so glad I never changed resort and seriously DO NOT pay any attention to other reviews on here, I'm not sure what people expect from a resort but this one was a winner.
We flew in Jan 26th from the UK stayed for a week, we are ages 25 & 28. Check in was quick and very easy, and we had an ARRIVAL DRINK... Our bags were delivered to the room, we stayed in block 4 which I would recommend as its next to the pool and have amazing sea views.
Rooms, lovely and spacious, OK so there were a few marks on the ceiling where the aircon had slightly leaked, didn’t affect us. Beds were huge and so comfy. Concierge were just down stairs every day so no need to walk over to the main lobby to book any A la carte restaurants, most nights all were open so we always had a choice of where to eat.
Food was lovely, we had the buffet the first night, BBQ night, was lovely. Then each night we booked in to a diff restaurant, I would recommend the Steak House, gorgeous, we actually ate there twice - Seafood was also lovely, I paid extra to have the Lobster, for £17 it was well worth it. Mexican we didn’t enjoy at all nor did my other half like the Oriental, though the sushi starter was nice. Breakfast was the norm, loads of choice, some pretty random but all named brands of cereal and fresh fruit. If you want branded booze you just have to ask.
The pool was really nice, a lil cold at this time of year but wasn’t too cold to brave it.
It was so clean, they were cleaning it all day every day, the whole resort was spotless.
As everyone has said the Beach is a complete disaster, it really isn’t nice, but in all fairness walk 10 mins to the left and you find a stunning lagoon. We took our snorkels, the current was strong but was so pretty and I would have much preferred this to a beach, head into Play Del Carmen for a lovely Beach or to Tulum. I wouldn’t for one min rate this hotel any less because of the beach, it’s not the resorts fault and they do have sand bags trying to save what they can.
The people were so friendly (staff) I must say I came back with a different view on a couple of other Nationalities, horrendous...
If I were you I would be up early to get a sunbed - most mornings we were up for 8am and still most the 'decent' sunbeds had towels or sun cream reserving them - Some people had done this and then I would notice they never came and actually used them for several hours - this I find very rude! But you find yourself having to do it or you’re in the shade my midday!
I didn’t find that if we tipped we were treated any better. I don’t expect to be waited on hand and foot either as some seem to, I was happy to pop up to the bar for my own drinks if a waiter hadn’t been along for a few mins.
By all means I know quality, I've travelled a lot which is why it shocks me some of the reviews that are on here. And I thought I was high maintenance :)
They give you 1 free WIFI code on arrival for 1 device, we brought a second for $14 for the week - I thought that was good as I paid $60 in the Dominican.
This resort is big, but the walk is lovely and after a big dinner what more could you want. Thou the carts are running all the time so if you can't or don't want to walk theres no need to.
Entertainment, I'll be honest we didnt see much... The one we did see wasn't meant to be comical I don't think, but it was, out of time dancers etc it was a good laugh.
Before we left the weather said thunderstorms all week - we were amazed when we saw a down pour for all of an hour the whole week were there, it was red hot and I'm a sun worshiper. A little cloudy at times but 100% I would go in January again. Also the sea was so warm, not normally one to get in but I was in it all the time.
Don't let negativities put you off, this place was lovely :)
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Room Tip: Email the resort beforehand if you want a king bed or something, we did and we got it. Very...
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Helpful
We return year after year because after year one we decided to 'buy in' and become CircleOne members. But we loved our very first visit when we got to know the restaurants and amenities. Every year when we come we see people enjoying for the first time the beautiful pools, the wonderful restaurants, the excellent service and great guest rooms. We love seeing some of the same servers in the restaurants each year. We completely enjoyed excellent service in the French restaurant with Benjamin and Edgar. At breakfast and lunch this year, Ruperta and Candido were incredibly attentive in the restaurant down at the beach, where the offerings will surely satisfy every taste, from pasta, burgers and pizza, to endless guacamole and other salad treats, and, of course, extensive desserts. As members, we love the flexibility of being able to visit when we want, without the constraint of needing to stay in a certain week every year. The members' beach area, with cabanas, lounge chairs, a private bar and our own concierge is a real benefit of membership. Whether you visit once or decide to come back year after year, you won't be disappointed!
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Room Tip: We prefer rooms that face the ocean and away from the pools or walkways.
Rooms
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
7 Helpful votes
Helpful
Response from JOSE V, Gerente at BlueBay Grand Esmeralda
Responded Mar 9, 2019
Dear Rolf_11 Thank you for sharing this great review of our hotel. I am delighted to learn that the effort we make in taking care of our guests contributed to make your stay unforgettable. We are very glad you enjoyed your stay, specially the service provided by our staff, your encouraging words have definetely made their hard work worth the effort. It is also rewarding to realize that you enjoyed your dining experience at our restaurants. I will share your praises with my colleagues and will be looking forward to welcoming you again in a near future. Sincerely: Jose Vargas Room Division Manager.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I found the staff at the resort helpful and friendly, especially Nune, the concierge at my building all week. She was friendly, knowledgeable and very caring. I had a leak in my bathroom and slipped on the wet floor and smashed my head. She immediately made sure I was ok, got the leak repaired within a couple of hours, checked on me every day and had a fruit basket & bottle of wine sent to my room. She also gave me directions to a restaurant in Playa del Carmen that served terrific fresh seafood.
The resort itself was a bit too big but I was very close to the one pool and most of the restaurants and entertainment, so it was great in that way. I really enjoyed seeing all the Coatimundi's there, they're so cute! Saw one deer too. The food at the buffets was good and excellent at all the al a carte restaurants. I would recommend this resort to friends and family.
The resort itself was a bit too big but I was very close to the one pool and most of the restaurants and entertainment, so it was great in that way. I really enjoyed seeing all the Coatimundi's there, they're so cute! Saw one deer too. The food at the buffets was good and excellent at all the al a carte restaurants. I would recommend this resort to friends and family.
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
2 Helpful votes
Helpful
Response from JOSE V, Gerente at BlueBay Grand Esmeralda
Responded Apr 30, 2018
Dear Val M First of all let me thank you for having chosen us to spend your precious holidays in our wonderful Mayan Riviera. On behalf of the management team and our staff at Bluebay Grand Esmeralda, Thank you for sharing this great review of our hotel. We are very glad you enjoyed your stay, specially the service provided by our staff. I will share your your praises with my colleagues specially with Nune and will be looking forward to welcoming you again in a near future. Sincerely Jose Vargas
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
+1
The Hotel was nice, the bathroom and rooms could do with a little updating other than that i had a fab time. I was a little scared on the size because it is a large property. My family and i staying in Building 5 Ocean View room and it was spectacular. The added bonus is that the hotel provides a concierge for each building from 9am - 5pm. You can book excursions, dinner reservations and ask questions. You also have shuttle service back and forth all around the resort and back to your room/building. My 5 year old Love Love the kids club, it has a water slide and a nice 2 ft kiddy pool. Another nice feature is the the pool area. They have a huge pool, and the entire pool is around 4ft. So great for kids no matter what part of the pool you are.
In all it was a good stay!!
In all it was a good stay!!
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Room Tip: Wifi is 1 device only. So you'll have to pay $2USD if you want other devices connected.
Rooms
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Helpful
Questions & answers about the concierge
Answer from mark k
Nov 2016 |
They are really good at returning emails...make sure u do atv zip lining and snorkeling...well worth the money free food comes with and it's great......enjoy your trip...
Answer from Director G
Jun 2016 |
Hola,
Just read this note but I am glad that we are already in touch,
See you,
Frederic
Answer from gaz62
Mar 2015 |
No
Book excursions in Playa del Carmen
1