Pior resort que já fiquei, atendimento péssimo, todas as solicitações que fiz pro concierge nenhuma foi atendida, tive que implorar por toalhas, tapetes e amenidades de banho. Paguei pra ficar em uma das melhores suítes, concierge exclusivo pro tipo de acomodação que reservei e nada disso adiantou, parecei que a staff estava me fazendo um favor em me atender. Limpeza do quarto horrível, por incrível que pareça e foi bem difícil de acreditar, mas tinha BARATA dentro do quarto e ao reclamar pro concierge ele simplesmente olhou pra minha cara e disse que iria mandar retirar, nenhum pedido de desculpas pela péssima higienização das suítes. As fotos do site do resort enganam muito, não ébem o que você vai encontrar ao chegar lá. Pra quem gosta de ficar na praia, as fotos enganam ao mostrar uma grande faixa de areia, na real é quase nada de faixa de areia.

The room and facilities were comfortable and the staff were all great. Like a lot of resorts, there's a good variety of food options, but the quality of the food was just average. We were disappointed with the beach because it's very small and has too few chairs. Also, there's an area of the beach that's supposed to be reserved for Preferred Guests, but it's not enforced. So we never could get a place on the beach.

Maravilhosa! Minha estadia foi extremamente satisfatória. Staff super atencioso, quarto ótimo, tudo funcionando bem, piscinas, serviços e áreas externas muito boas. Comida e bebida ok. Tenho apenas duas observações negativas que me fazem dar 4 estrelas: o atendimento no restaurante Paramour foi muito hostil e preconceituso com brasileiros, por parte de um dos garçons, que não nos tratou nada bem depois que perguntou nossa nacionalidade. E também porque não há protocolos de restrição em relação à Covid-19. Apesar da higiene ser impecável, por conta do descompromisso de alguns hóspedes, alguns momentos não são muito seguros, como o café da manhã. As vezes faltou alcool gel em dispensers e o uso de máscara em áreas fechadas comuns era apenas recomendado e não obrigatório. De resto, é um lugar excelente e lindo para descansar!

If I could give negative stars I would, horrible service at the front desk, rude staff who clearly did not care at all. The resort was absolutely disgusting. There was feces left in the bathrooms, rooms smelled of mold overall just disgusting. When we arrived to our room after arguing with the staff that we even had a reservation, our bed was soggy and smelled of must. We paid extra money for an ocean view and bigger bed and we got neither. Flight was canceled so we arrived a day late and clearly the resort gave away our rooms as when we arrived a day later than expected they said our rooms were not ready then took 3 hours to figure out where to give us a room. I really can’t say how much of a bad experience this was. We stayed one night instead of the planned 7 day stay and relocated to a RIU in Cancun where service was better immediately.

Went to this resort just before Christmas. I can’t understand how people complain about this resort. If you’ve been to an Am resort in the past than you know what to expect. Amazing service, great food, and amazing staff. I don’t typically see a huge difference for preferred club but at this location being able to get a restaurant style breakfast and having the ability to sit in the adult area to avoid the massive shortage of anywhere to sit is probably worth it.

The staff that are doing the work at Now Emerald were awesome. The service was outstanding, the staff was friendly, supportive and very helpful with translating between English and Spanish I was very impressed by the staff and how they cared for the customer. But, the leadership or management at Now Emerald was very poor. They did not worry about the staff having towels available by the pool, the Internet was down constantly, the laundry service was continuously late. When some of the servers needed something for a customer or guest, it was difficult for them to get decisions or help for the customer from management. Again the staff doing the work, the servers, the people that are actually out there with the guests were awesome but they were so limited by the management at Now Emerald.

Não dei “sorte”, logo na entrada a porta do quarto quebro;: meu quarto tem mofo nas cortinas e o cheiro também é bem forte. Havia mofo até na roupa de cama. Creio que pelo fato do hotel ser antigo eestar em reforma, o ar condicionado pinga, a maçaneta da porta do banheiro estava caída. O atendimento na piscina é bem precário. Enfim, expectativas totalmente frustrada.

Não acrediteM nas PROMOCÕES que o hotel oferece em parceria com locadoras de veículos, em especial a pior de todas, EUROCAR! Ao chegar no aeroporto fomos abordados por um representante do hotel oferecendo facilidades e um voucher Para locação de um automóvel condicionada a assistir uma palestra sobre venda de cotas de apartamentos. Com tudo, aceitei e “ganhamos” voucher de 5 dias de locação. Com tudo a locação saiu mais cara do que se tivesse feito direto com outra locadora seria, pois além do valor pago avista em espécie em Pesos mexicanos,o valor retido como seguro calção foi lançado definitivamente na fatura do meu cartão de crédito.Não caia nesse golpe

Personal de recepción y de concierge perfecto todo! Trato... Presentación... Amabilidad... Resolutivos siempre... Habitación Premiere con vista al mar con sistema de terraza con detalles estéticos que deberían no existir por ser un All Inclusive. Personal de restaurant Tamarindo (comida mexicana) mucho que desear ... Nunca me había sentido discriminado por ser mexicano como ahí... Personal de tienda y de buffet todo excelente. Buena y diversa comida. Sistema de entretenimiento u actividades durante el día no tan amenas. Siempre buscando la participación de los gringos. No fuimos invitados a participar. Cancha de voleibol de playa en malas condiciones y mar del hotel malo. Un hotel con años de existencia que necesita remodelar algunas áreas inclusive pisos de albercas! 8 de 10...

After checking other all inclusive at the same rate, found this layout, location, dining choices and entertainment really a good value.We had a few small issues with our room but still comfortable.The staff was very good.Shout out to Alex, Claudia, Miguel, Rafael and Abraham!!

Rooms are decent and clean, nothing too fancy.Complaint we have was a 2 hours wait (after we'd been seated) to get our food at Spice.Also, we upgraded to preferred members to have access to the Top shelf Vodka.Bar had only one bottle, then was out.After waiting several hours, Manager finally found a bottle of Belvidere at 10:50pm, bar closed at 11pm.I feel that if we pay to upgrade, they should offer the services we were promised.Other than that, kids and I had a great time.

Muy buena atención, muy atentos todos. Excelente servicio. Gracias a Alex (encargado de la zona de piletas), Vladimir, Marta, Abraham y Jerry (de entretenimientos) Bernardo, Porfirio, Fernando, Adelina y Lorena (del bufett carnival) y a Osvel y Mayra(meceros de la piscina) por la excelente atención y hacer muy grata nuestra estadía!! Los llevaremos en el corazón!! De los 11 Argentinos!!!

el hotel es relativamente nuevo 2019, pero no tuvo en cuenta personas mayores ni impedidos, si esta en esa clase, ni vaya, es un laberinto es mas, los elevadores no llegan a todos los pisos hay que cambiarse como si fuera el metro, el llamado yacusi o como se llame es inaccesible, alto, no puede una persona mayor utilizarlo, solo hay unas cuantas habitaciones con ducha que no tienen ni siquiera una barra para aguantarse, escaleras que no accesan a la piscina, que queda en un piso inferior y hay que bajarlas muy empinadas, los restaurantes pesimos, comida mal elaborada, la atencion es normal, la comida es pobre, no puedo decir pesima pero no corresponde al tipo de hotel, ni un jugo natural, el jamon de lata o de mala calidad, picado en trozos, el servicio de habitaciones malo, y mala calidad, no hay un dulce que se pueda comer, para comer rico debes ir a restaurantes fueras del hotel, es verguenza que no haya jugo natural con tanta fruta que tiene mexico. no volvere a este hotel. un desastre

Honestly the only good thing about this resort was the entertainment staff. Vicki, Vladimir, AB, and Bryan were amazing and made things so fun. The rooms were old, dingy, and questionable at best as far as cleanliness was concerned. The door in our room wasn't lined up correctly and let in a ton of light. Upon entering the room, my first thought was, "It's a Motel 6 with a view!" The food? Not great. Skip the buffet, it's all old food that has been sitting out for who knows how long. The other restaurants are just okay - Capers was by far the best. Be prepared for an hour wait to be seated, and for your dinner to take 2-3 hours if you're in a group of more than four people. Room service food was mediocre as well and took an hour or so to arrive. The drinks are this places saving grace, but they had issues keeping a lot of alcohol supplied, so be prepared for that. Stairs. Oh my god, the amount of stairs (ESPECIALLY UNMARKED STAIRS). This place has an obscene amount of stairs everywhere. Definitely not wheelchair accessible AT ALL. I wear a Garmin watch and hit 30+ flights of stairs every day. To get to pools, restaurants, rooms, bathrooms - everything.

Hermoso lugar y el trato de todo el personal fue de lujo, mis respetos, super atentos y bien cordiales todos, siempre con una sonrisa en todo momento, saludos a la Concierge Citlaly que siempre se porto super chida 🤘😎🤘

Fue una excelente experiencia para mi familia, la atención de parte de todo el personal fue muy buena. Felicitaciones para el Sr. Armando en todos sus centros de consumola presentacion de platillos y preparación impecable. Para Mary del barefoot nuestro agradecimiento por sus recomendaciones!! Un hotel para repetir y recomendar.

Lugar incrível com atendimento maravilhoso! Muitas opções de restaurantes, bebidas e lazer. Ótimo para as férias

Maravilhoso .. Sem palavras para a equipe do hotel, Educados, solícitos e muito alegres.Sempre limpo, muitas atividades e sua localização é perfeita...

The resort has a tourist appearance, with the promise of elegance but a lack of follow-through. The room doesn't have a full enclosure for the shower leading to the entire bathroom getting soaked. If you spend the extra money to upgrade your room, privacy isn't something you should expect. Most of the upgraded rooms with the private pool are easily visible from most of the public pool area leading to very little privacy. With regards to the main pool area, there aren't enough seats around the pool to accommodate the number of guests. The terraced pool is beautiful, except for the swim up bar which you have to swim under a waterfall to get to and cover your drinks to escape. The gym is not equipped for a resort of this size, boasting few free weights along with a few treadmills. The food is edible but hardly desirable. The portions are laughable at best. There aren't many activities to take part in, the overall location is isolated with nothing within walking distance. The one aspect of the location that is appealing is the ocean view.

Excelente!! Felicidades a diana, alberto y luis del tamarindo por su excelente atencion

No vayan ahí No es más q un dos estrellas No tiene playa prácticamente Los cuartos deteriorados La comida horrible Mala atención en el restaurante Escaleras por todos lados subo aprox 400 escalones en 1 dia No ir con dificultades de movilidad Por la misma plataen Costa mujeres estuve en un verdadero 5 estrellas

Muy buen servicio buena comida hermosa vista la verdad recomiendo mucho este hotel me voy encantado espero volver

Excelente lugar, funcional, limpio y con una excelente playa y vista en sus habitaciones,buffet con muy buena calidad de alimentos / all inclusive. Recomendable

Muy confortable, tiene absolutamente todo lo que busques dentro del hotel. Actividades, piletas divinas con una vista espectacular y buena comida.

Hi my stay was fantastic myself and my friend arrived on the Tuesday before Thanksgiving we had a great time the staff are absolutely fantastic Alex by the pool looked after us every day hes a gem maria down by the beach looked after us well and Jimmy was great all of the staff looked after us the hotel is spotless the food is good I'm so happy we had chosen this hotel thanks guys for a great trip all the best pat and Maggie mammas nyc

Me and my girlfriend stayed for 10 days first ants the first four days and nothing was done about it till my girlfriend showed some aggression , then we get in a new room and there are bugs! It seems like if you aren’t I preferredguess you just get whatever treatment, and didn’t even offer any type of compensation or anything g tried to down grade us to two twin beds instead of the queen we payed for, the front desk isn’t really helpful at all , instead of spring bug spray they sprayed disinfecting spray. They literally just came and swept the big up and then act like that fixed the issue

Foi excelente, foi um mix sensações boas do começo ao fim vale a pena passar um tempo pra descanso nesse Resort.

Excelente. Lindo lugar, funcionários muito educados, prestativos e atenciosos. Excelente comida. Recomendo.

Buen sitio con buenas habitaciones para descansar. Las camas son muy cómodas y se logra un gran descanso. El único punto que pondría sería mejorar la calidad de la comida (se hace más visible en el desayuno), pero por el resto es un buen lugar al que asistir.

This hotel needs to be demolished andrebuilt again. Not worth a penny. Save your money and don’t come here. Overdue for renovations for many years. There are plumbing issues, electrical issues, rust issues, termite issues and many more. It’s gross and disgusting and we felt that our room was unhabitable. The drawers were broken, the bathtub is disgusting, and the sheets that they put on our mattress had big yellow stains. Towels are old and nasty. Worst of all the Buffet is down in the dungeon with a low ceiling and closed area and definitely not a good atmosphere to eat, especially during a pandemic. There is a restaurant called Tamarindo by poolside but it’s closed for breakfast and lunch and only opens for dinner. There is a VIP restaurant that I’ve only seen six people go in and come out. So We didn’t use the Buffet at all and didn’t enjoy breakfast on our 6 day stay (unfortunately breakfast is my favorite meal of the day and it was totally ruined on this trip) The workers and the entertainment crew seemed very nice and helpful but that doesn’t make up for the outdated rooms and the horrible cafeteria. Pool water was freezing and not enough chairs around the pool. We were not impressed by the drinks and the restaurants either. Food and drinks quality very low. I would not recommend this hotel.

Hotel excelente! Funcionários educados e atenciosos! Piscinas bem cuidadas, áreas 100% limpas. Toda a noite tinha shows, alguma atividade no próprio hotel. Apesar do espaço ser muito grande, tudo funciona muito bem. Check out super rápido! A praia é pouco estruturada, se comparada as praias brasileira, mas isso é uma questão cultural de lá. Gastronomia excelente, experimentei todos restaurante e não tenho nem um "A" para reclamar. Único ponto que eu esperava mais, era variedade na cerveja dos bares. Se tivesse 2 ou 3 opções seria melhor. Nos bares só serviam XX dos equis... No geral, valeu muito a pena!

Não tenho do que reclamar! A experiência que tivemos com eles foi incrível! É um dos únicos hotéis que possui uma estrutura beira mar. Piscinas ótimas, entretenimento e os restaurantes são simplesmente deliciosos!!! Tudo muito luxuoso! Obrigada Now!

Bom hotel, comida boa. Funcionários muito educados. Ficou a desejar o restaurante italiano e mediterrâneo atendimento péssimo. Excelente serviço de quarto.

My wife and I had a wonderful time on an anniversary trip. Room 198. Preferred club. Abel was great at the bar. Great food and service.Pools were wonderful! Would love to return!

First let me say , you read that this resort is outdated. But we didn’t go to stay at a fancy resort. We wanted vacation away from home where we could be catered to & relax. That is EXACTLY what we experienced. I can not say enough about the staff here. Every single staff member was nice & accommodating. I also saw employees continuously working & cleaning. If you’re looking for an all night party, this isn’t it. But I disagree with the reviews that say you can’t get food after 11:00. Room service serves 24/7. The menu is different between 11pm -6am. But you CAN get food and drink. Just not alcohol. The Asian restaurant was our favorite of the specialty ones. The only complaint we had is the beer choices. Most of the taps seemed to be shut down & they offered Coors Lite in a can. That was disappointing for my husband. Our favorite staff members were David at the front desk. Anais & Jimmy at the pool. Daniela in the buffet area was the most conscientious egg cooker she made sure the eggs were cooked exactly to your preference. Oscar 1 & 2 at the Lobby Bar were awesome. It was a great, relaxing vacation & we would definitely return to this resort.

Ótima opção de hospedagem all inclusive em Cancún! Atendimento excelente, cama maravilhosa! Chuveiro bom. Só incomodou um pouco pois fazia MUITO barulho no quarto durante a noite, quem tem sono leve terá problemas pra dormir nesse hotel. O café da manhã é variado, mas poderia ter opções mais comuns.. tem muita comida de almoço (carne e frango ensopado, porco, etc..)

Well the hotel itself was good, but there are a few things that could change to make it even better. We as a group thought there could have been more entertainment even throughout the day. More music could have been played by the adult pool during the day. The hotel is not handicap/wheelchair friendly at all. If you have issues with walking the stairs you may want to double think about your stay. The food was constantly the same not many changes at all. Our room constantly had an odor of sewer off and on. The pools are fabulous we stayed in them alot. If you go down to the beach you have people constantly asking you to buy something. During our time there the whole place shut down by 11.🤨 It was like being at home and just going to bed by that time.

Viajé a ese hotel en octubre de 2021 porque fue el único hotel de precio razonable que encontramos, donde hubiera albercas privadas en las habitaciones - lo que a mi en particular me encanta. La parte de la alberca privada en general cumplió con las expectativas. Los otros aspectos del hotel son algo disparejos.Los cuartos están bien, la limpieza es muy rápida y de buena calidad, nunca olvidaron llenar el minibar. Parece que hay procedimientos bien desarrollados y bien implementados. El cuarto de baño igual es muy bueno - tiene una bañera espaciosa, una rica ducha de lluvia, el aspecto y el funcionamiento no dejaban nada que desear. Lo que NO gustó es que el minibar no traía casi nada - 4 mini-cervezas y cada otro día ponian una botellita de whisky y otra de ron de los más baratos.Las albercas están bien. Estan limpias, tienen buen aspecto, hay chapoteaderos para niños. El bar en la alberca bajo una cascada se ve muy bien y es un buen lugar para esconderse del sol. El agua está limpia y no tiene exceso de cloro, lo que me agradó.Lo que menos me agrado del hotel es la comida. Y no se trata de que el hotel esté intentando ahorrar para recuperarse de la pandemia. La parte culinaria está mal organizada. En el buffet hay poca variedad de platillos calientes y los que tienen son bastante regulares. En el desayuno a la mayoría de las chicas que hacen huevos se les dificulta hacer un omelet sin romperlo. La pierna de cerdo al horno que servían todos los días esta seca y parece haber estada hecha dos días antes. Nunca sirvieron cochinita pibil - uno de los platillos insignia de esos lugares, que sirven inclusive en restaurantes mas baratos. Igual hubo muy poca variedad de pescados y mariscos. De las salsas solo la salsa roja era comible, las demás - muy mal preparadas.Los restaurantes "temáticos" finjen ser muy "gourmet", pero de gourmet solo tienen un pequeño tamaño de porciones y decoración de los platillos innecesariamente extravagante y poco funcional. Para ser justo el restaurante que más me gustó fue el asiatico - la comida estuvo rica y nos dejó satisfechos. En el italiano un amigo pidió una pizza margarita - esa casi no tenía salsa, el queso mozzarella era imitación y casi no traía albahaca :(Las bebidas en los bares, ni siquiera en los bares exclusivos del "Preferred Club", son espectaculares. Lo mejor que se puede conseguir son bebidas de consumo cotidiano, nada de "top shelf" como dicen en su propaganda. Respectivamente en los bares "comunes" las bebidas son bastante pobres y las diluyen demasiado.Finalmente si para alguien Cancun es todavía es un destino de playa - la playa del hotel es muy pequeña, estrecha y aunque la limpian, pero se queda mucho sargaso y muchas ramas, así que hay que pisar con cuidado. Tambien justo enfrente del hotel en la playa hay muchas rocas, así que meterse en el mar allá no es muy recomendable.En conclusión - si no esperas mucho de este hotel, tal vez no te defraude mucho o puede que supere las expectativas. Pero para la imagen que pretenden mantener, la realidad es bastante decepcionante.

Estive por 6 dias no hotel com um grupo que incluia pessoas mais velhas e também uma criança de 2 anos e o hotel atendeu a necessidade de todos.O hotel é muito bom, espaçoso, incrivelmente limpo, com funcionários cordiais e ótimas piscinas. Apesar da nossa ter sido para apartamento virado para o jardim, nos disponibilizam o quarto com vista para a piscina e jardim e com banheira.Possui umas 7 opções de restaurante, dos quais eu conheci 5 e todas foram maravilhosas. Não deixe de conhecer o restaurante mediterrâneo, a comida é deliciosa.Destaco o atendimento do Victor e Antônio do restaurante principal e da Maria (área das piscinas), super atenciosos e queridos.

O Hotel é maravilhoso! Fantástico! Muitas piscinas, recreadores para as crianças, as comidas maravilhosas, os restaurantes maravilhosos, equipe educada e simpática, a limpeza muito boa, tudo é trocado todos os dias, toalhas e cobertas de cama! Se não fosse a umidade dos quartos, seria excelente! Mas a umidade é terrível, tivemos que trocar de quarto, por que a umidade era tanta que descia nas paredes, o chão estava molhado, tudo estava embaixo d’água! Eles tem que tomar medidas sobre isso urgente, por que o hotel é sensacional!Mas trocamos de quarto e ficou tudo perfeito!

Me gustó mucho la comida del buffet muuuy variado y muy abundante. Los restaurantes a la carta no me gustaron tanto. Me gustó que en el código de vestimenta eran muy estrictos especialmente con los hombres. Era muy elegante. Eso si lo mejor de lo mejor las hamburguesas de la piscina son realmente adictivas. Eso sí la limpieza de la habitación solo la realizaron 2 veces en 15 días eso sí estaban estaban

El servicio y la atención de todo el personal fue excelente, no vi distinción alguna ya qué había mucho gente americana, y nosotros somos mexicanos. La cama era excelente, muy cómoda y mi descanso fue muy buena, aunque las instalaciones están un poco deterioradas pero cumplen su función, el mini bar no enfriaba, deberían considerar colocar tapetes anti derrape en las bañeras, me caí 2 veces :( la alberca del pool bar fue la mejor de todas y se aprecia al personal que se esfuerza a cargo del entretenimiento. La comida en general bien, más no extraordinaria. La playa llena de sargazo, la verdad no se podía acceder. Al momento del check in me hicieron un upgrade de habitación sin costo, el cual agradezco infinitamente.

A pesar de que nos transfirieron al hotel que en principio no era nuestra primera elección debo admitir que llegué con bajas expectativas sin embargo mi esposa y yo nos vamos encantados con el hotel, la comodidad, la comida muy rica en todos sus restaurantes, las albercas sobre todo la de adultos super bien la, la amabilidad y atención de todo el personal, la limpieza del cuarto, la verdad fue una enorme sorpresa la que nos llevamos. Si buscan algo tranquilo donde hospedarse en familia o pareja es una excelente opción. La playa tiene sus detalles sobre todo por las rocas pero solo es cuestión de moverse un poco para meterse al mar.

We had a group of 4 friends stay at the resort for 4 days 3 nights and we had a blast. The staff was super helpful, wholesome, cheerful, funny, and some of the most hardworking people I've met. The pools were clean and along with the scheduled activities it was an amazing time.While most of our trip at this resort was amazing we did have some issues. One of our groups on move in day placed their regular sized/weight backpack on the table during move in and it somehow broke into 2 pieces. We don't know if there was previous structural damage to the table because we honestly did not use any force with it but we were still charged an INSANE 197 dollars in damages.The second major issue in our resort was that the room I was staying in had a MAJOR leaking issue from the ceiling directly outside of the bathroom and inside the bathroom (room 675). Whenever the AC was on the ceiling would drip water non stop and we only discovered this when I slipped and nearly fell hard onto the tile floor. We covered the leak up ourselves and told the front desk who said they will immediately get someone on it. We came back later to a very hot room but no noticeable leak on the ground until 3 am when I went to the bathroom and proceeded to slip on a huge puddle of water falling hard onto the tile. Turns out the resort staff thought wiping up the water and keeping the AC off in 85 degree weather was the best and only fix to our problem. For the rest of our visit we had to clean our own leaks with the bathroom towels and watch out to not slip and get hurt again.

Terrible food. It made me sick. The whole place shuts down from 11pm to 7am. You can not get a drink or any food. I’ve been to all inclusive before and have always had a bar or restaurant I could go to. Not the case with the now emerald. It is very very far cab or bus ride to downtown. If you do want to walk anywhere, like the bus stop or convenience store, there is a mountain to climb to reach the front door. The bed was rock hard and the hallways were amazingly hot. The room door did not have any kind of seal around it so we heard everyone in the hall. Would not recommend. The food took forever and tasted awful. There was no SALSA?!? In a hotel in Mexico, which is the most famous Mexican condiment, and no salsa at the resort? Really? Also, I started my period when I was on vacation and asked at the female concierge if she had any tampons. No, she said, but she could order some from the farmica. I’ve worked at hotels and all of them have had tampons and pads for women on their period. Also, both my husband and I smoke, but there were no ashtrays on the table. Not 5 star. I watch hotel impossible, and these guys definitely need Anthony’s helpI will say that the staff was very nice and efficient. They helped us tremendously on several occasions. Edwin at the front desk was great, and so was Marlene the waitress. I felt bad they had to be in long pants and sleeves…it’s too hot in Cancun for what they had to wear.

Great for what it’s worth during Covid. Staff was great! Victoria, Vladimir made the place better. Hotel was a bit outdated but it’s not a 5 star suite you’ll see in the states, it’s good for what’s it’s for. Food was mediocre but no complaints. It is what it is. A lot of people complaining but need to realize you’re going to Cancun and not Maldives. I enjoyed my stay and even during our last day when hurricane grace was nearby. Would probably come back! Again kudos to The entertainment crew! Victoria and Vladimir needs to get raises!

Deja mucho que desear en cuanto a 5 estrellas, por lo siguiente: la comida en el bufete está muy pasado, carne seca, super cocido todo y de días atrás. En cuanto a las habitaciones mal establecidas, viejas y no son jacuzzis son tinas de baño, tuve que solicitar fueran al cuarto porque no servía su tina, las llaves de la regaderanunca funcionaron bien de hecho solo pude usar la regadera normal, toallas rotas y muy gastadas, no hay limpieza, el frigobar con poca bebida, las cafeteras no sirve tuve que pedir que la cambiarán y se tardaron y con mal modo, las amenidades de baño solo lo colocan una vez y ya. No arreglan las habitaciones.En general mal descuidado todo. La concierge nunca resuelve tus dudas. Los encargados de las piscinas apartan los camastro con sombrillas para quienes les dejan propina. Y que desear del hotel se escurre de todos lados, les convendría en invertir en mantenimiento preventivo y no correctivo. Solo sirven 4 restaurantes y el que ofrece servicios en piscinas se tardan entre 1 y 2 horas para llevar ti servicio. Super mal, no se quien califica las estrellas, pero si le deberían quitar unas 2

Me and my girlfriend stayed at now emerald Cancun as preferred guest. We can both say it was a wonderful trip They had a lovely staff which always had a new activity going on in the main pool. Vicky and baby face made the entertainment team so much fun and our stay far more exciting. The adult pool was so relaxing. The staff caters to you hand and foot. Our room was amazing as a preferred guest we had a room with a deck, hot tub and beautiful view. The food was really good they had 4 restaurants the definitely had some really good options and then some mediocre ones. The buffet was not that great but the breakfast time omelets at the buffet we’re amazing. The preferred lounge was one of our favorite places to go such a relaxing place to go with top shelf alcohol that isn’t served to all guest on the preferred members. Overall like I said before we loved our stay at now emerald and would definitely recommend.

El personal muy amable! La comida de todos los restaurantes, muy rica, vale la pena visitar cada uno de ellos El espacio y la distribución de las albercas, es excelente Pequeños detalles que mejorar en habitaciones y camastros en la parte de la playa

Estuvimos en Now Emerald hotel durante 10 días. La habitación que nos dieron era lo prometido aunque el día de la tormenta se inundó entera. Las ventanas no cierran bien por lo tanto la habitación tenía mucha humedad . La comida muy regular quitando el restaurante japonés y el buffet (el resto tiene poca calidad). El restaurante italiano no tiene que ver nada con un restaurante de Italia… no os recomiendo la verdad. Los cocktails y copas no están muy allá … poca calidad y todo con sabor muy artificial. Lo mejor el staff, en especial: Abraham, Vladimir, Joseph, Eddie, Josue el Barman de la piscina de adultos y Abel y Gema de concierge y no me acuerdo de los demás pero te tratan genial. Son súper amables y nos trataron como reyes. Me gustaría mencionar el buen servicio que ofrecen en la playa, la camarera viene a tomar nota hasta tu hamaca y te trae las copas, está incluido en el servicio de all inclusive, está genial! Tuvimos una cena romántica que te organiza el hotel en la playa por un pago extra. Toman el pedido el día anterior para que todo esté perfecto. Pues resulta que no tenían nada lo que habíamos pedido y la langosta estaba en muy malas condiciones, sabor a amoníaco, es decir que no estaba fresco, más bien lejos de estarlo. Yo me fui casi sin comer nada, mi pareja casi igual. El día siguiente nos ofrecieron una cena de recompensa en el restaurante francés. Les agradezco y les valoro pero no era lo mismo que queríamos y aún así les pagamos el precio total. En resumen, no está mal pero hay hoteles mejores por el mismo precio. El ambiente es familiar.

All the staff was amazing. Very helpful and accommodating. Mike helped us with anything we needed on our stay. He went above and beyond to make sure we understood every deal and made himself available for any need. Resort was beautiful. Food was good. Entertainment was fun as well. Highly recommend for couples or families.

Victoria in Entertainment is Awesome. She deserves a raise. Jesus in the barefoot grill is an awesome guy as well. The staff and service are wonderful and helped make my stay better. The food was pretty good. The resort itself should be BURNED to the ground and rebuilt and that’s being nice. Air didn’t work well. Condensation dropping everywhere. You have to jump over a hurdle to get into the shower. Closet had bugs. Room smelled like it was stuffy. They did spray and it helped. Just my take…A resort should be nicer than that building.

Honestly the only good thing about this resort was the entertainment staff. Vicki, Vladimir, AB, and Bryan were amazing and made things so fun. The rooms were old, dingy, and questionable at best as far as cleanliness was concerned. The door in our room wasn't lined up correctly and let in a ton of light. Upon entering the room, my first thought was, "It's a Motel 6 with a view!" The food? Not great. Skip the buffet, it's all old food that has been sitting out for who knows how long. The other restaurants are just okay - Capers was by far the best. Be prepared for an hour wait to be seated, and for your dinner to take 2-3 hours if you're in a group of more than four people. Room service food was mediocre as well and took an hour or so to arrive. The drinks are this places saving grace, but they had issues keeping a lot of alcohol supplied, so be prepared for that. Stairs. Oh my god, the amount of stairs (ESPECIALLY UNMARKED STAIRS). This placehas an obscene amount of stairs everywhere. Definitely not wheelchair accessible AT ALL. I wear a Garmin watch and hit 30+ flights of stairs every day. To get to pools, restaurants, rooms, bathrooms - everything. Speaking of bathrooms... There are not enough and the ones there are are difficult to access and half the toilets don't flush. Basically.... You get what you pay for. I got a good deal and for the price I paid, the quality was about on par with what you'd expect. I won't go back, and I wouldn't recommend this resort to anyone.

Quick check in, friendly staff, pools and beach were exactly what we were looking for. Room could use some maintenance, leaky facets and a/c was pretty loud. I appreciated all the covid measures the hotel takes to ensure our safety. Food at the buffet and restaurants was very good. Finally, bar service was excellent, refreshing our drinks and tending to our requests. We had a great, relaxing stay. Only complaint were the power outages. I understand it wasn’t just this hotel.

Spent 10 days in April 2021. We had a wonderful vacation. The staff is excellent. Special shout-out to the waiter Tito at Carnival buffet . Also Alex In charge of swimming areas. The resort was very clean as was our room. Ocean and beach were beautiful. The food and drinks were excellent. We will return......

Excellent staff and service. Went with a large group of 25 and we had a fantastic experience, no complaints. It was a great bargain for the price and the staff was even able to organize a sunset dinner on the beach for us which was the highlight of the trip. The rooms and all amenities were great, solid restaurant and bar options as well. Thank you Now Emerald for a great vacation!!!!

This hotel has the most amazing food, even the buffet. There was hardly a wait for food. All the employees here are so kind & helpful that it blew my mind. The employees will go out of their way to provide great service. One employee still managed to get us smoothies even though there wasn’t a blender there & we told him it was fine. Another employee came & found us to bring us towels after we had asked how long until the beach towels were restocked. We had dinner on the beach and the server was working so hard to keep us happy. No rude employees. Best hotel I’ve ever been to!

Location of resort is 5 stars! Beautiful ocean view! Restaurants 3 stars, wait time for seating and slow food service; one time we waited 2 hours. Highly recommend upgrading to a balcony room. Amazing view of sunrise & sunset. We encountered some minor issues but staff would try to help and sometimes forget, depending on who you talk to. Definitely understaffed and over worked employees. Overall, we had a great time because some staff went out of their way to help and provided excellent service.

Not at all as good as the other NOW Resorts. Not good for older people because of the steps that are all over. You can't go to pool or beach without a lot of steps. The food at the buffet was just OK, but the specialty restaurants were outstanding, especially the French and Italian. The staff was very pleasant and helpful but didn't understand English to well. Alex at the pool was outstanding as well as Francisco Guzmon (waiter in the buffet. I will not return to this hotel.

We definitely recommend Now Emerald. It was our first time in Cancun and we had a great time. We were treated with AMAZING quality and everything was so nice and beautiful. We chose "Preferred" service, which was nice. Our 9th floor room was a very nice room with a STUNNING view of the Ocean. Then we had a $100 credit for sitting through a 90 minute presentation, so the last 2 nights we upgraded to a suite. The air conditioning wasn't as cold,  but it was also one with a balcony right off the ocean, so we got the ocean breeze coming through. It was all lovely. Everyone was SO nice and SO helpful! They are making renovations as we speak, but it seemed to be only facial things. All pools were open, all restaurants, etc. So fun for us and happy for our choice!

Absolutely loved it, I think the best thing about Now Emerald was the service! The employees from the front desk, to room service, to servers, to bartenders were ALL exceptional! The food was also good and the drinks were NOT watered down. Our room was also great and the overall cleanliness was perfect. I would go back again!!

The resort is fantastic! All inclusive meals & drinks. We tried 7 of 8 restaurants & they were above average. Only complaint was our air conditioner in our room didn't work. We opened the patio door & were fine. Excellent, friendly service & everyone we talked to had a working knowledge of the English language. The beach was absolutely stunning!! Lots of chairs & plenty of towels. We would definitely go back & recommend to friends.

Our stay at this resort was nicer than expected as I am not a fan of hotels. The resort was clean, staff friendly. I was not a fan of trying to be upgraded upon check out and hearing that each one of...

I surprised my wife with a trip for her 30th bday to Now Emerald September 2019. We had previously stayed at now sapphire and loved it! I emailed the resort prior to our arrival and let them know it...

One can hardly ever go wrong when spending time in beautiful Cancun Mexico. I can not say anything less than outstanding helpful and friendly staff in all aspects. This resort still needs some work...

Let me start off saying this is a good resort for someone who has not stayed at other resorts. My standards might of just been very high for the property. Arrival: When we got to the resort we were...

The staff at this hotel was GREAT! The girls at the explorers club! Ana, Marissa, Argelia and Jasmine were amazing with my kids! Joel and Jimmy were so kind and helpful! They made our trip even...

We stayed at the Now Emerald for 5 nights. It was just okay for the price we paid. Would not return to this resort. The resort is tired and needs totally remodeled. It was clean and the food was...