Bluebay Grand Esmeralda Hotel

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This hotel is set in the most beautiful, spacious surroundings, with the opportunity to be driven about by very helpful bell boys, if required.
The rooms are very comfortable all with lush garden views, however we experienced many grievances, remains from the previous occupiers were left in the room, the balcony door didn't lock and wasn't fixed until we had a few dealings with the rep, the tv didn't work, the hairdryer kept cutting out after only a minutes use, this was reported to the rep and to reception on few occasions, it didn't get fixed until twelve days into our holiday when it was catching on fire. The 'Do Not Disturb' sign kept going missing so when we locked our door for privacy the mini bar filler and maid would continually knock and call out until you let them in the room.
Our beach towels were removed from the balcony, which you are charged for if you do not return them to the pool area, this meant yet more time wasted in Reception. Roomservice proved problematic at times.
Bathroom accessories only filled on the first half of the holiday. The lift in our block was often out of order.
The two swimming areas were immaculate with a good range of activities held around them daily. Unfortunately until near the end of our holiday we were having to get up around 6am in order to get a sunbed as there was not nearly enough for everybody. The brochure stated waiter service around the pool and beach area, there was hardly ever one to be seen on the beach and only one that bothered to go around everyone around the pool, unlucky if he wasn't working! Also somedays coffee would be served, other days we were told to get it from the restaurant, of which was closed at times.
The beach looked unsightly with sandbags lining it, and we expected clear sea in the Carribean Coast. However there were a variety of water sports offered.
Food throughout was almost unfaultable, shame the same didn't go for the service. On most occassions in the buffet restaurants we were sat at dirty or incompletely set tables, waiters very slow with drinks, usually having to have approached them first.
There are also a la carte restaurants in the evenings, we attempted Italian, after more than 30 minutes waiting past our time slot we gave up as there were still many before us. We ate in the Mediterannean, no drink offered throughout, the waiter brought out our mains when we still had our starters at the table and the cutlery hadn't been set.
We also ate at the Steak bar, again there was a delay, the vegetables and potatoes were served cold. The Mexican was definately the best restaurant, food and service were fantastic. There is also a French restaurant, which we chose not to eat at.
The main 24 hour sports bar regularly had only one barman working behind, obviously this meant waiting long periods of time for a drink, and regularly serving people that clearly hadn't waited as long, but were holding tips!!!! The wait was not so long around the pool bars but still a little more than expected.
We were very disappointed with night time entertainment, even comparing to lower starred hotels we have stayed in.
Only a taxi ride away is Playa del Carmen, here there are lovely beaches, lots of shops and excellent night life.
All trips organised by First Choice were very well organised and a pleasure to go on them. The dolphin trip is a must!!!!
We believe this hotel has the potential to be spactacular, but it seriously lacks organisation and a managerial backbone.
We felt let down that we spent more money by going with a reputable company and was so let down.