Now Emerald Cancun

3.0 star rating

Standard accommodation with basic facilities and limited services.

    What to expect (based on 419 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4.5

    Rooms

    Rooms-3.5

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Great service and staff!

    Reviewed by heidirY8876UB() on Dec 04, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    The service is awesome, the staff is amazing! Alex had our towels and chairs ready every day and went above and beyond to get us anything we needed. Luis is an awesome server at the adult pool and Karla and the entertainment team did such a great job they made our trip so enjoyable. The beach here is perfect! So beautiful!! We had a wonderful trip!

    Relaxing Wonderful Place to unwind...

    Reviewed by Reeltime(Havelock, On) on Dec 03, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Although the older resort has some work to be done, it is clean and the staff is amazing. Starting from the moment we arrived ...Claudia who greated us and continually saw to our needs. The massage therapist who gave me the most wonderful massage. Alex at the pool, Carlos at the sushi bar... Top notch staff. The beach of course is amazing, crystal clear water and white sand. Thanks for making our stay wonderful. This place can only get better with each improvment that we witnessed while staying there. Thank you for making our stay so nice.

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Rooms

    Rooms-3

    Service

    Service-5

    Hotel is ok. Staff is amazing!!!

    Reviewed by Nellytelly1() on Dec 03, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    This hotel was bought out. So it's a new name, not a new place. I think if it had closed for a few months to renovate, it would be amazing. We upgraded to Preferred Club and our first room on the 9th floor had no AC for 2 nights. They tried to fix and we told our agent what was going on, she had us move rooms. The staff was very quick to resolve this. Our new room had cold AC and close to the beach. Alex and Abraham at the beach Cabanas were 5 stars in my book. Always made sure we were taken care of. James with activities, super super fun young man. Tito, Edgar and Israel at the buffet, excellent! Ligia at Coco Cafe so welcoming and just a sweetheart. Lots of stairs. Wasnt a bother to me. Excellent location. Beach stayed seaweed free.

    Spend your money elsewhere

    Reviewed by BEWalla() on Dec 03, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    We experienced everything from lack of wait staff, to cold bad food with small portions, to exploding showers, toilets that don’t flush, tubs that don’t drain, terrible evening entertainment, no chairs allowed anywhere near the water at the beach, old musty smells, doors that don’t shut, broken balcony rails, one tiny working elevator for 8 floors, 2 closed bars and 2 closed restaurants..... definitely not a Now quality establishment!!! House keeping took dirty towels and didnt leave clean ones for us & wouldn’t restock our mini bar. Third trip to Cancun and by far the absolute worst experience we have ever had anywhere!!

    Very Candid, Detailed Review from 7-year member

    Reviewed by Regulartraveler23() on Dec 02, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Quality of Emerald Rooms / Resort internally: We stayed in 3 rooms total. My family have been members of UVC for almost 7 years. We have stayed at many NOW Resorts and others (Dreams, Sunscape, Secrets, Zoetry) - - all in the same brand. Sunscape is considered a lower brand reflecting a resort recently taken over that is undergoing renovations to become a stellar resort. Now Emerald should have been named a Sunscape, not a NOW brand hotel. It was recently taken over and is in poor shape. Despite the glorious pictures on line (not accurate), the rooms for the most part are in tremendous disrepair, having poor air conditioning, are cheaply repaired, and look more like cheaper hotel rooms. By opening as a NOW resort instead of Sunscape, the company may have made more money up front from guests but greatly diminished the brand itself as many people we met said they would never go to another NOW resort. There are leaks in the rooms, TVs titled down because they are not even setup for adjustment (with us having to put things behind it to make it watchable), sinks crooked, and some rooms smelled like mildew. These are only examples of many. Quality of Service in restaurants: It was 5-star service. It was better than most 5-star resorts we have stayed at. The employees for the most part work exceptionally hard and cater very heavily to you. There was minimal wait to get in. Adrianna, Jean, and Roger were wonderful at UVC check in each day. James from entertainment is a tremendous asset to the company. Lucas, Edgar and Manases (Manny) from the main buffet are really hard workers and all over your table and needs. Ibrahim and Alex (beach concierges) work hard to get you anything you need on the beach. Erik (outside pool waiter) never let us get below a quarter drink before showing up to check on us. Quality of the beach: The beachfront is gorgeous, and the pool area is generally well maintained. Spa quality: 7 of 8 of us got massages. They were all good, and Vaniery and Monserrat were standouts that did a great job. Pelna up front was really sweet. The spa does a really good job. Food quality: Overall, the food was not great. But in most places it was above average. The buffet could use some more variety. The quality of the food in Spice was the only place we disliked (as several of the soups and dishes were almost inedible). For example, the soups were like drinking a bowl of soy sauce (literally gross). Elsewhere, the food was quite good (including the buffet, Paramour, and Italian). Housekeeping: Housekeeping is awful. They did not clean parts of our room, some days we didn't get new towels, empty tissue box for 2 days, no new soap or shampoo when ran out, and the only thing you could count on was having your bed made. This is the only part of the resort service that was under 5 star as far as we saw. Summary: The rooms are so bad that you don't even want to walk barefoot in them, and it is hard to sleep because of lack of proper air circulation. You also have to endure smells and bad housekeeping. But it seems the entire resort staff bends over backwards because they try to compensate for chronic guest complaints about their living / sleeping situation. Anywhere you go, guests are expressing gripes about their living quarters. This resort will probably be great once fully renovated, but it is not a best option in the coming months if you are accustomed to a normal NOW brand or 4-5 star resorts. Thanks to all who generally made our trip enjoyable though despite room discomfort.

    Individual ratings:

    Rooms

    Rooms-2

    Service

    Service-5