24 minutes ago on Google I have been to Cancun several time but stayed at different places. This time was my least favorite visit.she said she needed a get away and I suggested Cancun because of my great experiences in the past. I let my friend choose hotel since she has never been. This place made her not want to come to Cancun ever again. Most of the staff was amazing. Some said inappropriate things about us ladies being gay although we were not it was just a girls trip.The upgraded rooms and preferred club was not worth it so that was wasted money. The room smelled of mold. Half of the amenities didn't work. You request service sometimes they may or may not show. We paid extra for a plunge pool that wasn't clean nor worked properly. It was under a tree so debris and bugs constantly overwhelmed the pool with no net available to clean it. We placed the no service notice on the door. Someone removed it. Everytime we leave someone enters the room. Food will sustain you but isn't good. You pay for Preferred, but it is the same as everyone because they don't check. So many choices in Cancun so don't waste your time or money here.. read more

Now Emerald - Plunge pool - Resorts Near Me - Cancún, ROO

We had a couple extra days that we wanted to stay in Cancun and used our points for this place since I am am member. We had a blast. Was it an amazing experience, not exactly, but they are renovating, so I would be curious to come back and see what they had to offer. We went literally the last couple days they were open. The bars were nice, the pools were good, the walkway to the beach was soo easy to access. The restaurants were about half open and half closed, as well as some of the shops. But what was available and what was there for us to use and have access to, was amazing. The staff was quick to help, they gave us lots of choices if we didn't know what to get or do and we had a great time. read more

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When we get back to the states, we will be advising their corporate office in Philly how we were treated. This place is a time share/vacation club magnet. People smile and make you feel welcome only to treat you like a second class citizen once you say NO. Upon arrival, you're introduced to the VIP area, which is everything short of that. You have at minimum four vultures circling you as you check in. We couldn't politely excuse ourselves after a long tiring flight as José Manuel absolutely had to explain all the benefits to being a part of the "vacation club" aka time share. At 12:30am, we had the pleasure of drilling as the maintenance crew was fixing "something". The following day, the pump to our pool didn't work and when the maintenance man came the boards snapped and cracked as he replaced the pool pump. Our final night, we wanted to enjoy one of many restaurants on the premise - started at the Italian place and was immediately disappointed- sauce was sweet and no comparison to marinara. We excused ourselves to try the French restaurant. We entered, we're asked to wait in the "waiting area" and then was able to be seated. Then the hostess asked me to ask my husband to button his shirt (it was opened two buttons, which Puerto Madero had NO issue with at all). I mentioned to her, if there was an issue when we arrived, why wasn't anything said? Upon his return from the loo, we left and I called the manager. We will NEVER return to this place again, nor will we support any of their affiliated resorts. Also, there was one arrogant manager, who had for lack of better terms, Vaseline hair gel, who had the audacity to say, if we don't participate in their vacation club, "we already got your money". What the hell is happening to Cancún? Last time we go cheap - go cheap, get crap. read more

We just got back from another 5 day stay. We had an AMAZING TIME. The staff and the foods were awesome Special props to: Andrea at the concierge Martha from the Entertainment Team for teaching me how to paddle board Logan from the Ent Team for amazing yoga classes Charlie & Brisa & Dayren from the Ent Team for hosting the alcohol mixing class and Tequila class Abraham from the Ent Team for the bootcamp class The waitstaff/bartending/baristas work so incredibly hard. A few we had repeat contact with were incredible: Antonio from Spice Marcelo from Cin Cin Tito from the Carnival Buffet Thanks again for an amazing time. We are already looking at dates to come back! read more

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Delta put us up here for 2 nights. They guaranteed my service animal (small dog) wouldnt be an issue but from the get go it was an issue despite him being perfectly trained. They almost made us sign a piece of paper stating we couldnt go in the pool area or beach. Lol. I didnt sign but the only time we ate at one of their (5) dodgy restaurants, four different staff members came over to our table to ask about why i had a dog. One of them told me i couldnt give my dog water from my hand HAHA but they didnt want to give me a disposable container to give him water either. They also said the food was strictly for humans as if my tiny dog would want their dusty food. Other than that i could tell the staff was trying to be kind but its not their fault this place is an absolute shithole. Sure its on the beach but at what cost. The food is inedible imo and since we didnt want to go to the restaurants as stated above we ordered room service and it took TWO HOURS to arrive. It was cold and damn gross. The rooms and amenities are falling apart. The sheets have tears and towels are clean but lightly stained. Ew. There was construction going on above our room so the drills and hammers started early morning. The pools are fine. This place peaked in the 90s probably and no one has given it any touchups since. Anyhow, despite not paying for this experience i somehow wanted my money back. Do not stay here. read more

If I could give half stars I would 3.5. Our room that booked, was suppose to be the master suite with a plunge pool. Preferred suite. Upon checkin there was no mention that our requested room was not available despite being able to book it. We did not find out until we went to the room. I went back down to the concierge and only them was it explained we weren't getting our room, and was only offered massages which was not acceptable. We requested refund to the appropriate price. This hopefully will happen. They would not provide it in writing that there would be a price adjustment. We were given a honeymoon suite. Basic size room, deck with an old jetted tub. We made the best of it. The room is very dated. The first night there were explosive banging constant from a room being renovated down the hall that kept my husband up all night. Bed was comfortable. I had also emailed in advance that it was our anniversary and requested special amenities, nothing showed up or was acknowledged the whole stay. Food was good although the wait times varied, Spice was the longest for dinner it was 2 hours at the table. The French restaurant food was our favorite. Capers was ok, but that dinner only took and hour. The first day the Barefoot grill lost our order and we sat for 40 minutes waiting on hotdogs and nachos. Beach is beautiful, beach service mostly good. Maria and Luis took great care of us the two days we were able to spend on the beach. Waves were rough so no real swimming. Pools are ok, chilly I my opinion. Only one elevator working in the B tower. Buffet was decent, lots of options. Ordered room service for breakfast which was nice and took about an hour to get. Drinks were hit or miss. I wouldn't spend money on the preferred club because they really weren't differentiating the guests. It's nice that it's close to airport but really they need to honor the room requests or at least offer to make it up, bad customer Service in that area. read more

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Our sheets had blood stains! Food was questionable Lights went off on us Pools are not cleaned Blow dryer did not work They charge too much for such a cheap filthy experience read more

I want to start by saying that the resort, overall, has AMAZING service! Every staff member my family and I encountered was wonderful and did their best to fulfill our requests (sometimes going around the resort to do so as well!). Kudos to the amazing staff here from start to finish! Another great feature of the resort is the AMR app, which allows you to order room service and request other services directly from your phone. That became very handy really quickly as it contained information on all things relating to the resort. With that said, everything else is just "meh" - while the pools and the beach was wonderful, the quality of the amenities, food, and drinks were just okay. The worst part was that not everything was cleaned properly. When we entered our room, we expected everything to be clean to the highest standards, especially after what the world went through with COVID-19. But that was not the case. The walls were damaged, with chipped paint, dirty flooring, dirty cups, and a janky mini fridge. The bedding was clean-ish (the bed was not comfortable, too springy) and the bathroom could have been cleaned better before our arrival. Outside of the room, everything seemed okay until you get a closer look. I would wake up early every morning to watch the staff clean the pools but would end up missing things in the pool (cockroaches, bandages, etc.) Food and drinks wise, everything was just okay. If you're expecting to get any sort of buzz from the drinks, I suggest you stick with the beers. Cocktails are all watered down. On the first night, I swear people around the bar and I were doing 20+ shots/each and we felt nothing. The best restaurant on the property was SPICE - which is an Asian-inspired restaurant. The food here was actually flavorful and the dining room was amazing (especially at sunset). I highly recommend the tuna tostadas here. I could not get enough of them! The resort is also oddly designed and is definitely not wheelchair/physically disability friendly as it has many stairs and no elevators. It felt as though they were putting different restaurants/bars into different areas of the hotels where it just fit. I will say that my favorite amenity on the property was probably the gym. There was surprisingly a lot of equipment for you to keep up with your fitness routine while on vacation. The gym is usually empty too, even in the mornings. The location of the resort itself makes it hard to really go anywhere else without having some sort of vehicle. You can walk, but since the resort is located on a strip of other hotels/resorts and on a hill, your cheapest/easiest option is to hop on the public bus system ($1 USD per person, one way) which runs 24/7 and goes all over the city. Another option is to book a taxi, which the hotel will call for you, however, one-way trips (depending on where you're heading) will cost you anywhere from $15-$20+ USD. Final thoughts: If you're pretty easygoing and don't mind staying at a motel-level all-inclusive resort or looking for a quick getaway, I will highly recommend coming here. Otherwise, I would suggest paying a little more somewhere else to be wowed. read more

Overall this was a nice resort but it really needs to be updated. The pillows stinked SO bad. Like mildew, the ac was leaking and at one point went completely out. There was mold along some of the walls especially right outside the room. Had to beg for fresh clean towels each day. The food was okay, Spice was the best restaurant there. The pillows stinking like that disgusted me to where I didn't even want to be in the room, the room smelled like mildew. I will NOT be coming back here. The staff was helpful overall and very sweet-I can tell they love their jobs. read more

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Had a great time! Staff was friendly and food was okay. Just wish it had more organized things. It had a pool tournament on the list but when we showed it wasn't organized and ran by kids. Other than it was wonderful!!! Great first time experience! read more

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This was my first trip to Cancun, I've been in the Caribbean but I've chosen to stay in the islands in the past and wanted a quick and cheap vacation this time around. I chose Now Emerald as a quick trip. This will be a painfully honest review sooooo...yeah. I'm okay with the following things: being a little remote, an older facility, smaller resorts/less access. Let me begin with the pros: - this resort is about 15 minutes from the airport. - the resort (itself) is pretty. - easy access to the ocean and beach. - the drinks are always pouring. - the staff is really, really nice and, if you're American and don't speak Spanish, most of them speak English and/or will try to find someone to accommodate you. - the AC worked like a champion fighting for the Olympic gold (and won). Now for the list of cons: Housekeeping: I arrived early and got lucky and got early check in at 1pm. Upon arrival and check in, I checked the beds and had to have house keeping come back in and clean and remake the beds. I found a blood stain and hair on mine and a brown stain on the other. House keeping came in and changed the sheets for us right away. The bathtub would not drain so on our second to last night I had to have maintenance come and fix that. The room smells like mildew but to be entirely honest, it's pretty normal for the Caribbean because of the heat and humidity and the AC trying to keep up. In between guests, it looks like housekeeping does the very bare minimum to make the room look clean rather than actually cleaning it. The tub had a ring around it from dirt and grime, hard water stains around the bathroom sink, mold in the tiles, a broken window with a U hook to keep it closed. The food: terrible. Flat out. The food is terrible. I saw other reviews suggesting Spice and I don't understand why. I got the mixed pad Thai, the noodles were undercooked, the shrimp was chewy, the steak tasted like it was put under a heating lamp, and I'm pretty sure the chicken was pigeon (I'm joking...hopefully). They did ask if I had food allergies which I said yes, I'm allergic to avocado. I specifically told the waiter again because obviously I don't want to get sick while on vacation. Right before I was going to take a bite of something, I checked and everything still had avocado. The buffet was tasteless or doused in salt. Everything was greasy. Ironically, I ordered room service one night because we got back super late and order a burger, fajitas, and nachos and those were the best of the whole trip even the the burger for sure came from a box of frozen burgers and was over cooked. The pastries were good though. This isn't a massive con for me tbh, but there aren't enough loungers in the pool areas or on the beach. Just keep in mind if you plan to stay in the resort for the day and want to be at the beach or pool, get there early to get a spot. Overall, the pools were pooling, the ocean was calling my name like I was Moana, the tequila was flowing, the staff is friendly and helps with everything. They did leave a bottle of champagne and cake in my room cause it was my birthday so that was cool. Solid 3/5. If you plan to use this resort as a spot to crash while going on excursions every day, don't mind the lack of cleanliness (again I'm okay with dated things, I'm not okay with a lack of cleanliness), and really shitty food, this is a great cheap alternative to a luxury resort. If you're not okay with all of that, don't stay here. Personally, I'd never stay at this resort again. Also, if you had the sense to look on here, this is absolutely not a five star resort and I don't understand why other sites list it as a five star. read more

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Where do I start... p.s. this is a solo trip. - Check in Arrived at11:30am on a Saturday. I was greeted promptly by the doormen. They are friendly. When went inside the lobby, I was the 3rd person in line to check in. Stood there for almost 40 minutes! They are definitely in need of system upgrade. It seems everything was keyed in manually. Also you will need to complete 2 forms the information which is already in the reservation. I was greeted with a glass of champagne - waiting for keys I was told to enjoy the amenities. Since I am not a preferred member there will be no early check in. So MUST wait til 3pm to get room key. And took another 20 mins waiting in line to get the key at 3pm! - room Renovation! Renovation! I almost slipped and fell on the next morning. On top of the vanity area was leaking/dripping water all night. Lamps are super outdated. Walls seem to be painted over and over. AC in my room, the temperature cannot be adjusted! -food The concierge said: usually the busiest hours are 8-10pm. First night I dinned in the Spice! It was very good! I ordered almost all the appetizers and fish for main course. No reservation needed. People all dressed up even it is not required. Second night was at the Mexican restaurant. Fresh guacamole was not on the menu and my waiter offered me. Ceviche was good. Everything else was not that great. Soft shell crabs is tamales style and was too salty. Dinner fish was great. Lunch buffet starts at 12:30. Three days, majority of the dishes are the same. Breakfast is the most crowded meal of the day. -pool/beach Pools by the beach were very beautiful. I enjoyed very much. Beautiful layout. The beach was not as big as it seems. There still are a lot of seaweeds. And some are piled up in the sands. Do NOT stay next to the adult pool! Horrible! Music starts at 9pm!!! One night I was so exhausted but the music was so loud and didn't end until 11pm. After that, you can hear all the 'drunk' people are still screaming down there in Spanish. -Covid testing Registration is between 2-4pm and testing is 10-12. I was told due to one occupancy, I will need to pay U$35 for Covid test. Again. The manual key in system took about 5 minutes per person to register. I was scheduled at 10am. Not many people. So completed in about 20 minutes. -tours You can ask the Amstar, they wear blue flower shirts in the lobby or concierge. Trip to maya ruins will need to depart at 7:30 am and returns at 2pm. Swim with corals departs at 10am - membership What a scam! Do NOT! Again. Do NOT get in the trap of going to another hotel for a tour and they will try to sell you a membership. Unless you want to revive $200 leisure coupon. This coupon can be used in spa, gift shop, tour and a nice bottle of liquor/wine. This tour is 90 minutes, it includes a lunch and tour around the Secret resort. It is a very upscale adult resort. However, after the tour. I went into the 'war room' was told the 15 years membership costs $20,000 USD. If you can't make full payment will be 10% down and rest in 9% interest. On top of that will be $690 for underwriting fee. There are a couple of people signed up while I was listening to the presentation. Besides my sales person. I met 3 other people try to sell me the deals. When the price couldn't come to a term, there would be a new person comes speak with me. At the end, I signed and said just send me back, they sent another person offered me 5 years for less than $5k membership. The lady assisted me was nice. However; when I didn't purchase, she didn't even bother to say goodbye! The way I was treated made me feel as I just committed a crime and felt guilty! -check out Your room AC will be turned off at 11am when checkout time is at 12!! Just as bad as check in!!! There was no order! I waited for over 15 minutes. The staff just choose and puck who to assist. Two set of groups who came in after me were able to assist prior to me. Finally I spoke up to the gentleman(later found out he's the front desk/lobby manager) said something to the lady next to her. So she checked me out. However, other people they offer iPads for surveys but did not offer to me. I insisted to complete one. Finally, I did. Because it kept on auto correct English to Spanish and took a little for me to complete. The manager definitely was waiting for me to finish using the iPad but said nothing just stood in front of me. I felt rush. Apparently from what I heard from other employees. This manager is not well liked by the employees. He refuses to listen to their advices and suggestions. No other resorts in Cancun. Or anywhere in the world I had visited took this long for check in/out! Terrible. I do have to give compliments as well, there are a lot of friendly staff. By the time I left. Most of them remembered me by my full name. Bartenders and wait staff are very friendly. I usually tip U$1 or 20 peso per drink. They always reply with 'it's my pleasure' after a thank you. read more

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My husband and I frequent the AM resort line, and we have been to Secrets, Dreams, and the Now Jade. This resort is our least favorite. We stayed in the Preferred Club Master Suite (1,183 sq. ft.) The property was previously a different resort and AM resorts bought the property. We believe the launch was rushed. The property is quite dated and the layout was not well thought out. The views of the beach are breathtaking and the beach is excellent. However, when it comes to the actual resort itself there are lots and lots of stairs. Not everything is wheel chair or stroller accessible. There are a lot of areas that show visible wear and tear or dirt. This is not typical of an AM resort. There was a lot of renovations going on daily so it often smelled like paint or chemicals. In the beginning of the trip we experienced very slow service. Dinner took 1.5-2hrs no matter what restaurant you go to. However, later in the trip the service times improved. We saw a large corporate meeting going on and a promotional video was also shot while we were there so we assume the slow service times were due to these events. During the promotional video shooting we were not allowed to access anything outdoors from 7am-10am. The quality of food was also not to the same standard of other AM resorts. Some things were excellent, but overall the food was just ok. We were disappointed to find there was not a hibachi on site. The biggest issue we noticed was there was lack of consistency in food. We both ordered steaks requesting they be cooked medium rare, and one would be cooked well done and the other was rare. We went back to a restaurant a second time and ordered the same thing the first time the food wasn't spicy the second time it was. We never really knew what to expect. Many days they ran out of towels both at the pool and in the rooms. Also your mini fridge and snacks in the preferred club rooms are rarely restocked. Other AM resorts you are greeted with a cool towel upon arrival, there are robes in your room, and the concierge takes you to your room upon arrival. None of this happened at this resort. The public restrooms often do no flush the plumbing seem to also be dated with the building which results in the bathrooms smelling TERRIBLE and un useable. We will not be revisiting and we will not recommend this resort to others. The other Now resorts are roughly the same price and much better quality. I rate this 3 stars because we didn't have anything bad happen to us, however, the level of quality and consistency was sub par. read more

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Let me start off by saying that I fell the first night I was there. And had a bruised knee for 7 days. You have to watch where you step. The pavement is uneven. Floor boards are loose. No signs to warn you to watch your step. I wouldn't be surprised if many people have experienced a fall or some sort of injury while staying here. The room we stayed in, the floor looked worn down. The positive thing about the room is the AC worked great and your room would become ice cold after spending hours in the unbearable heat of the Cancun weather. This is an all inclusive hotel. Drinks and food are included in the price you pay to stay here. However, the alcoholic drinks are watered down. Over the 6 days that I stayed here, and all the drinks I consumed, I only had one drink where I could taste the alcohol. This hotel has several restaurants where you can eat. Some of them are only open for dinner. However, the Carnival restaurant which is a buffet restaurant is open for breakfast, lunch and dinner. The only issue I had with the Carnival restaurant was this power hungry manager or waiter, who would not let my nephew eat there. The manager/waiter claimed my nephew looked like he just came from the beach and he needed to change his shirt. I'm no fashion designer but my nephew looked decent enough to eat at this buffet. There are many options for food to eat if needed. My personal favorite restaurant was The Tamarindo. The food was great. The waiters were nice. Unfortunately I fell right in front of this restaurant that first night as I mentioned earlier. So watch where you walk when you head to this restaurant. Another restaurant that I visited was the Capers restaurant. The food portions given at this restaurant are just enough to satisfy a toddler. Needless to say we did not go back there after eating there only once. My brother ate at the Spice restaurant. He said that the food was pretty good. However, he observed a waiter using his bare hands when measuring out drinks. How unhygienic. This hotel has several pools. There is an adult pool that is deep enough for adults to swim in. All other pools are only five feet, for the kids. Our stay ended with my sister falling at the patio of the Lobby bar. She injured her left ankle. Medics were called and they wrapped her ankle. We had to use a wheelchair while traveling back home. We are back home and it looks like she will need a cast for the small fracture she sustained. To sum it up, enter this hotel at your own risk. read more

Now Emerald - Resorts Near Me - Cancún, ROO

When I got to the place the place was very beautiful Took me hours to check in because I forgot to tell my bank that I was traveling so my card would not work at first but they had great customer service that helped me The rooms were beautiful nice clean didn't have a problem with services It lacked entertainment on site due to everything closing at 11 PM because of Covid procedures I thought maybe they would have entertainment on site. But everything went great on our stay there. THE FOOD This was the MAJOR problem I had mud in my dessert and it tasted spoiled the food We just left there a couple days ago has soon as we got back to US me and my spouse has been having diarrhea nonstop due to CONTAMINATED FOOD. If they can fix this issue I would give this place a five star DO NOT EAT THE FOOD HERE!! read more

Now Emerald - Our hotel room - Resorts Near Me - Cancún, ROO

Alvin, the pool concierge, was an amazing help! Always a smile and friendly! This hotel is about to go under remodel and it's a very good thing! Definitely needs updating. The food wasn't bad but could use a boost. Japanese was our favorite for sure. read more

The customer service here is HORRIBLE!!!! They have a "Cheif concierge" who isn't really helpful. They promised me one thing I. My room confirmation (which I booked directly through their website), then wanted to change up when I arrived. When I showed the employee my confirmation, he said that i was tight and he'd speak to the reservation department about making the change to Suggested, but refused to give me a refund for a service that I was offered for free. Oh; and they are remodeling rooms (wish I would've gotten one of those), don't expect to sleep in, they will definitely be waking you up with a BANG! The best thing the have going is the doorman Gaston. Really cool guy! read more

If I could give this place zero stars I honestly would but Yelp doesn't allow that. I want you to be aware that the front desk of this hotel is the most unless staff I have ever encountered in my entire life. This is honestly very frustrating to have to deal with incompetence. If you stay here you will truly be displeased with your booking especially if you are staying in a room with the numbers above 50 example. Do not stay in a room numbered 757 because there is a loud hotel and this is the loudest side of the room. If you stay in a room below 50 for example 713 you will be on the quiet side of the hotel. Management is also useless and does not have any competence so good luck at this point read more

We spent three nights here and right off the bat the first thing you notice is the service..it's outstanding and you feel welcomed right away. Most of the employees go out of the way to greet you by name which is impressive. There was one worker that stood out more than anyone. Antonio at the front desk went above and beyond and made our stay personal. His customer service should be the standard across the board in all resorts. Janette in concierge also did an outstanding job. If I had any negative comment about the hotel it was just the food was ok, not impressive but the customer service almost makes up for that. We would definitely stay again. read more

I don't know where to start. Preferred status is a joke. Mini bar not stocked daily, food mediocre, not enough chairs at the pool or beach. Boy the worst of all was INACCESSIBILITY. No way to get to the beach except by steps with no handrails. Hazards on ramps not indicated. We saw several people fall. Our first room was not accessible by elevator. Two flights of stairs again no handrails. It took 2 hours to get another room assignment. Antoino in Prefered check in is either new or incompetent, and not friendly. our next room had no beach view. Do not stay here. read more

Everything about this place is a scam, DO NOT GO HERE. I could go on forever about how bad this "resort" is but I will keep it short. Everything is dirty, falling apart or already broken. Stains on the sheets, moldy curtains, bugs on the ceiling... Food is trash, both me and my partner got food poisoning. If you don't speak Spanish then really just forget it because nobody will be able to help you if you have a question or problem (and you will have a problem). The photos they post of the beach are fake, there is no beach. The water practically comes up to the resort, and you can't go swimming because there are giant chunks of concrete in it that my friends got cut on. I was never so happy to leave a vacation to go home. I will be disputing this on my credit card. read more

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Wow. First time in Cancun and had such a nice time!!! Stayed here for three nights. I'm 29 and went with my partner who is also 29. We had originally booked a Deluxe King Bed room with an Ocean View Balcony. Once we checked in we decided to opt in for the plunge pool upgrade for only an additional 80 a person. That also gave us premiere access to all of the premiere restaurants/bars and discounts on spa treatments. AND free covid testing to fly back to the states. (You have to pay $35 a person for the test at the hotel if you don't have premiere). So the upgrade basically paid for itself with all of the included amenities. The large balcony with the plunge pool was perfect because we also had two lay beds so we didn't have to rush to claim pool lounge beds downstairs. We could take our time.. also breakfast at CAPERS (premiere restaurant) was perfect every morning. It's outdoors and by the pool. Spice (Asian fusion) was the best dinner. Channel 45 has all of the hours for entertainment, workout activities, restaurants, bars, etc. There's also a link you could pull up on your phone that has all that same info updated regularly with menus for each restaurant. There were always activities to do at the resort. Super easy to book excursions. We did the ATV, Zipline, Swimmimg in Cenotes trip and it was super fun. Included transport to and from as well as a meal. Honestly if you had a bad time here it's because you didn't say yes to the worth it upgrades and politely say no to the others... Every single employee was extremely nice and helpful to us. We tipped generously to all the restaurant/pool servers and bartenders as you should. If you ever need something to the room just call the front desk and they will bring it.. never had any issues with towels or trash at all. Also there's 24 hour room service. Don't forget to bring cash for tips. Even if it's a dollar. They appreciate it! Especially for all inclusive. We also did a couples massage at the spa which was AMAZING. It included a sauna, steam room, aloe juice, and THEN the massage. With the premiere discount coupons it was $120 for each which was definitely worth what we got. All in all had a beautiful stay and would definitely come again. If you're curious which room we got it was 534. Hope you have a nice time! read more

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Rooms were old and need serious maintenance updates, food was the same all week - not good! Service was good - Good amenities - all the restaurants food were not good! Good thing you don't need reservations hence the bad food. read more

AN ACCURATE, TRUE REVIEW Before me and my friends arrived, I read many bad reviews and was a bit worried. Since we got here however, everything has been beyond exceptional. All the staff here have been so kind and helpful, and anytime you call for something they come within 5 minutes to give you what you need. There are so many food and bar options, you'll never run out of something good to eat. The rooms aren't fancy, but they are comfortable and you aren't here to spend your time in the room. The spa was absolutely amazing and i highly recommend getting a relaxation massage when you're here. Definitely worth the money and an amazing resort to bring your fiancé, best friends, or family. Thank you Now emerald for making our vacation so amazing. read more

It's true the place needs to be renovated like yesterday. Most of the employees went above and beyond. There are a lot of underpaid souls there that are very kind. It's very outdated. The smell of mold and the moisture in the hallways is overwhelming. The Mexican food was very disappointing, sad when you have to go back to the USA to get a good Mexican meal. I wouldn't recommend this place too many options out there for that price that are much better. read more

Overall a beautiful hotel from the outside but the more I stayed the more I started to dislike the stay. Let's start with the broken things: 1. Phone didn't work in my room 2. Safe didn't work in my room 3. Ceiling leaked in my brothers room 4. Issues with the Wi-Fi and the tv had "apps" but none of them worked 5. Termites in my friends room If you're going on vacation you want a vacation for your taste buds as well but you will not find that here. We ate at almost all the restaurants and everything was between mediocre to inedible. I had a room service sandwich and the lettuce was completely brown like it had been sitting out for a long time and my boyfriend had a pizza but they used salsa instead of sauce and it was inedible. We had multiple occasions when we had ordered the same thing and got different versions of it. It's like there were no consistency with the cooks or they lacked proper training. There was no discipline in their craft and it felt like "don't have this ingredient well substitute this." I found solace in coming home and going thru a drive thru to be able to have some flavor to my meal. The "nice" sushi restaurant leaked when it rained, and the total time from wait to finish the meal was about 4 hours. The spa guys were fishing to get people in and all offered inconsistent discounts, which my uncle took. He got a massage and a facial, but when it came to closing the bill he was charged full price. They had mixed up 3 members of our parties rooms that led us to not be able to use our internet or go to breakfast. If we didn't inform them I think they booked the room to someone else. When we brought it to their attention she questioned us if we switched the room, or if we were in there the whole time. Which yes we were, it was the room they assigned us to. It is a beautiful location and spending time on the beach and in the pools was great. I enjoyed my trip but just expected more. I assumed the food wouldn't be grand in a lower budget resort but I did expect it to be edible. The lack of proper training and consistency with the staff had to have been the biggest disappointment. If you are just looking for pools and watered down drinks then this is the spot. read more

Please do not be fooled by the photos & do read the reviews before considering staying at this resort. Our stay started out as a beautiful view that turned to disheartening nightmare. My engagement ring got STOLEN! My ring holds a very sentimental memory because my fiancé planned a perfect surprise proposal for me last October with that ring and I can't believe it got stolen by Now Emerald staff. I wanted to wait to post my review because I wanted to see how Now Emerald & Now resorts would handle our situation. The staff, especially Karla at concierge and Dulce Gonzalez, the assistant general manager, have been very hostile and aggressive when discussing our stolen ring with them. They will repeatedly lie to you about how professional and trust worthy the hotel is, but everything they told us ended up being a lie. We were told repeatedly that we should hear something from the hotel by noon on Wednesday (september 2nd) and that hotel policy is 48 hours maximum and that they email us the report. This never happened. We had to repeatedly call the hotel and be transferred to concierge (they refused to transfer us to Dulce which is the only contact we got for following up with after begging Karla for hours the morning we left) which would tell us that the investigation is almost done and we'd see the report soon. We had to keep calling because we never got any emails or phone calls. In the end the hotel is claiming no one stole the ring and that they cannot share the report with us even though we were promised by multiple employees up to this point. I would like to start by saying that my fiance & I normally don't complain about anything unless it's something major- such as my stolen ring! We are the friendliest, calm & chill couple. From the airport until our last night stay at the resort, we didn't bother the staff regarding how the room smell, how the bedsheets weren't changed, ceiling leaking, the long wait at restaurant & so on. We just tried to ignore the little problems to have a peaceful calm mind also not to waste any precious time complaining. We gave tip to all the staff that serve & help us even at coco cafe where no one was tipping the poor girl who looks so tired from working all day until night. Please don't come here for any group celebrations. Dinner dinning was stressful, pretty much all the restaurants open at 6-11pm. Expect to wait 2 hours for a table even though they say 5 more minutes until table is ready it turned to 1-2hrs. Once seated expect another lengthy wait. Dinner will take 3-4hrs. All food course portion was small! We have boys that can eat and even us small size ladies were not satisfied with the portion size. One time one of the boys order another meal while the rest was ready for desserts. We then all had to wait until he finished & the server took his one plate before the server brought our dessert order. Some of the dishes were good but don't expect to have an authentic Asian, Italian, Mediterranean, or Mexican food at the restaurants. Better off going to the town for authentic Mexican meal. Moreover, our family of 8 had to celebrate the back to back birthdays at separate tables at all restaurants. Sometimes my sister parent's in law would eat first just so us siblings can all sit together. So don't expect to enjoy a family meal at this place. read more

Overall good experience. I usually don't write reviews but I had a horrible experience with the receptionist Edwin or Edgar. My boyfriend surprised me with a trip for my 30th birthday Although the staff are nice and helpful the reception area could use some improvement. We arrived there on Monday and had to wait about 10 mins to check in and there was a lady infront fuastrated and we heard her speaking with the receptionist and telling them she was waiting a long time just to check out. We did not pay any mind to it. And went on our day. Food is ok, the taco bar at the pool was the highlight tasty and fresh. The ceviche was ok not the best. If you're looking for a decent resort Just for the pools and drinks this is good. The waiters are very friendly and helpful. Anyways the reason why I'm writing a review is because I had a terrible experience with the guy I mentioned before Edwin or Edgar he works in the reception area. During the week one night we forgot our room key so we came to receptions just to get an extra one or if they could just open the door to it so we can grab a room key. When we got there there was a group of five people checking in in front of us and we waited about 15 minutes once it was my turn the guy a girl or Edwin rejected to see me and wanted to see the group behind me because they were family members with the group in front of me the group behind me told the receptionist that I was there waiting before them that I could go and he told me know that he wanted to see them first I was pissed off didn't say anything I just told the receptionist I was here first but he did not make any exception. So we waited about another 15 minutes to be seen and once we got there it only took two minutes to get a spare room key I was pissed off and that I know the people in front of me felt bad because they knew they had a group of people and it was just two of us and I told him I just need a spare room key. The receptionist never apologized or said anything about the long wait he just gave us the keys. I was very disappointment with the service that I wanted to speak with the manager and he said there is no manager that I can call tomorrow. We ended up leaving to our room wasted 30 minutes just for a spare key that took away two minutes. read more

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Mexico restaurant is very good International food is ok but service is ok. French restaurant is no good ! Don't waste your time as well as Italian and other ! Front desk service staffs have cold face in service Pool staffs are great in service Beach is very nice! Room service is ok ! Not 4 stars as mentioned on the web ! Can I come back again ? No read more

First let me tell you that the pool is not heated. It was a chilling experience. There are not enough chairs or towels you have to go down to the pool before breakfast grab one of the few clean towels and claim a chair or you get nothin. There is NO HOT TUB HERE unless you pay 125$ extra a night for a private one. The mexican restaurant served cold apetizers and cold entrees. The asian place had good sushi but long waits. The italian place was pretty great, but we got there right when it opened and got hot food. Not everybody did. The buffet is mostly garbage and you will have a hard time finding ripe fruit. The only reason this review isnt 1 star is because Mario, the bartender at the swim up bar works as hard as anybody I've ever seen and makes mind blowing drinks. That guy is AMAZING read more

This is a real paradise on earth. Wonderful beach! Beautiful blue colors!! Comfortable hotel services!!! Especially, all kinds drinks whole day! I love the all-inclusive hotel! read more

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My fiancé and I came to Cancun to scope out some wedding venues, Now Emerald being our first pick. We loved the Spice restaurant from the wedding reception pictures. Although the restaurant itself was aesthetically pleasing, the food & resort itself quickly showed that it will not be the place we say "I do". We had problems from the start and overlooked them since we wanted to enjoy this experience. Check in process was slow, was supposed to be 45 mins for our room to be cleaned, took 2 hours. Our bags were not in our rooms, when called to ask for someone to bring them, it took over an hour. Which was fine we were exhausted from traveling and took that time to rest. Our friends we traveled with found this uncomfortable to be away from their bags for such a long amount of time. Bottles in room, but no bottle opener. Room had a strong smell to it, we finally recognized it, White Out, as if you were standing next to a giant tub of it. Aired out, or got used to it. Unsure. The final realization that we would never come back to this resort or any resort affiliated with Now Emerald, was a leak in the ceiling. Plaster fell on me and when I looked up the ceiling was leaking, but you could clearly see the water bubbles of a previous leak that was plastered over. They came to check & nothing was done. No information was given to us about what will happen next. When we asked the front desk about a new room they said they couldn't give us a new room until the following night because they were booked. During COVID, with being unable to fill up 100%. I asked if it could start leaking again they said it was a possibility and we would have to stay in our room. No sympathy, no solutions. This is the absolute worst resort we have been to and glad we visited and didn't reserve a date through email. read more

We spent a week here and it was wonderful. Beach side resort with all the amenities. All the restaurants were great and service was superb. Facilities show a bit of ware should be expected because of age but the staff are constantly cleaning. The Now Entertainment crew works non stop to keep the party going read more

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The worst hotel experience. The restaurants were barely possible as average the buffet is just disgusting the room service is trash everything looks dirty and old and run down. Do yourself a favor and find another hotel. read more

Now Emerald - The hotels attempt at nachos. - Resorts Near Me - Cancún, ROO

I paid for a deluxe suite with a plunge pool 9 months prior to my arrival at a wedding I was attending and when we arrived we were not given what we paid for and was told "sorry, we can move you tomorrow" (The day of the wedding). This was a 3 day trip and we only had two nights to enjoy the room we paid for in advance! I was also told that they would refund the difference between the premium room I paid for in advance and the room I was given (that didn't happen)! I didn't care for the bait and switch. Buyer beware! There are so many beautiful hotels in Cancun, avoid this deceptive one! As an update, I did contact the wedding travel agency that booked this hotel and they were told by the hotel management (I was copied on the message , so they can't lie), that because they gave us a complimentary 25 minute massage and moved us the next day, they will not be refunding us the difference. DECEPTIVE and poor customer service!!!! read more

If I could give it 0 stars I would. Probably the worst resort I've ever been to. Horrible service, horrible food. Our food was snatched out of our hands as we were headed to our room, because we weren't allowed to take food away from a "poolside party" that had no seats. So we waited in line for 30 minutes for food. Found out there were no seats, then they literally chased us down to take the food out of our hands. Stating we had to go to the front desk to be seated. Well we came up from the beach through an entrance that was wide open and saw a line of people having fun and eating so we thought we'd also try to have fun. Big mistake. We went to ask for a manager, in which none showed up. Then 30 minutes later a "rooms manager"- attempted to ask about the ordeal and provide nothing of substance to assuage the situation. She did not try to get the manager and ask why he did this. She simply said we'd "be hearing by email about a possible refund" So we leave back to our rooms. I have never felt so embarrassed. I will not ever be coming back and I suggest no one else even attempt to stay at this resort. I've been to Mexico 10+ times and this was by far the worst experience. Update: we finally received an email after I wrote a substantial survey response. In which, The manager attempted to say it was a "tainted" experience and as a show of good faith they offered a 2 night stay for free in the future, no refund. I bet you can understand why I had to decline, I will not be going back. read more

Fuckn scam scam! It looks nice, but otherwise the amount of times we have had to shake our heads in disappointment is laughable. It's almost like they tried to disappoint. read more

If I could give this place zero stars I would. We came here because it was all inclusive, yet the only edible food was at one restaurant, spice. They supposedly have a sushi bar, and yet they don't serve sushi. And to be honest, I'm glad because the guy working there was licking his fingers and then touching the guests food over and over. I reported him to the front desk, but they did nothing about it. Most of the restaurants are only open a couple hours a day, the one that's open for all three meals, carnival, serves basically the same food at all three meals, and it's gross. The rooms weren't very clean, the AC couldn't keep up with the heat, and there was barely any hot water. And everyone wants tips! God forbid you ask someone to point you in the direction of a restaurant, and they stand there, expecting a tip for pointing. The staff need to get their act together, the first night we were there we couldn't find a restaurant to eat, we asked four different people, including the concierge, and they all gave different, incorrect answers. I wouldn't recommend this place to anyone. read more

My boyfriend and I stayed in the honeymoon suite while visiting, and you will not regret staying here. Our room came with access to the Perferred Club, so exclusive bars, beach access / chairs, etc. At the preferred club bar you can find Armando Vega and he will take care of you with no hesitation. He's so sweet and we had amazing conversations with him. The staff here are so sweet and very attentive to their guests. Our room was cleaned and sanitized every single day, and they do such an amazing job taking care of our room. Every call we made for questions or room service there was always someone to answer throughout the night no matter how late it was, they were always so happy to help us have a great time. Everytime we walked out there was always someone to say good morning to.The food, drinks, and room service were all inclusive. The food here was amazing and it always tasted incredible. They handle COVID really well, upon arrival they took our bags to be sanitized and were brought up to us when finished, and on check out day they come pick up our bags and luggages. They were constantly cleaning and sanitizing everything throughout the day, and they provided us with a COVID antigen test. We love this hotel so much that it might just be the hotel we continue to stay at everytime we visit. read more

Now Emerald - View from the honeymoon suite - Resorts Near Me - Cancún, ROO

My experience has been unacceptable. I waited 3 hours for my room to be ready and by the time it was, no one told me where the room was located so I had to try and find the room on my own... I shouldn't have to figure out where my room is after having to wait 3 hours for said room to be ready. That's not ok. read more