Now Emerald Cancun

3.0 star rating

Standard accommodation with basic facilities and limited services.

    What to expect (based on 811 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4.5

    Rooms

    Rooms-3.5

    Service

    Service-4.5

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Great Resort. Great Service and Friendly Staff.

    Reviewed by yhonayure() on Mar 05, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    WOW! What an amazing experience at this all inclusive hotel. THE VIEW! THE FOOD! Amazing. Tito, Maria, Yosomar, Gustavo offered the best service and are the reason I will be coming back. Always a smile and always ready to fulfill every request asked for I feel like I was at home! Rooms were clean and room service was always ready to help out with every need, fresh towels and necessities everyday. Food was flavorful and very tasty. Pool and beach service was fun! Martin made a great volleyball coach. Great game. -Yhon Ayure

    Disgusting

    Reviewed by svetlanak86(Phuket, Thailand) on Mar 02, 2021

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Terrible ugly, damp smelling rooms. Luckily for us, we stayed 1 night, it was transfer hotel before wonderful Tulum. Music was playing all night! Reparation works were made till 5 AM! It would have been a disaster to spend vacation in such hotel!

    The best staff in the world!

    Reviewed by Christina L(Saint Paul, Minnesota) on Feb 28, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We just got back from a 5-night stay at Now Emerald and it was excellent! We have never received this level of service from any other AI resort we've been to in Cancun, Isla Mujeres or Cozumel. The staff was unbelievably warm and helpful. Gustavo at the front desk helped us check-in. He was so friendly and sweet. He made a great first impression. We let him know we were celebrating our anniversary and he later sent a surprise to our room which was really thoughtful. We asked about upgrades and decided on a Preferred Club Premium with Hot Tub. When we got to the room, the view was spectacular! We loved watching the sunrise over the ocean every morning. It was clean and comfortable. Check-out with him was also quick and easy. We spent most of our time on the beach and it is gorgeous. We had Luis Moo as our beach server most of our days. He is genuinely one of my new favorite persons on earth! He was very attentive and efficient. But not only that, he was warm, sincere and kind. We very much enjoyed talking with him and getting to know him a bit when he had a minute. We also had Maria as a beach server one day and she was also fast and friendly. When we weren't on the beach, we were at the adult pool. We liked that it was more quiet and almost tucked away when we needed a break from the busier areas. Russel was our server there most of the time, with Ricardo assisting us occasionally also. They were both great. I had a massage with Julia and a fish pedicure service with Enrique in the spa. They were both outstanding and made me feel comfortable and relaxed. Coco cafe was great for a fancy coffee and quick snack when we didn't want a full breakfast or for an afternoon ice cream or snack. Vanessa helped us out there several times. When we went to Barefoot Grill, Jesus helped us several times. He was so fun and upbeat. He even suggested and made several cocktails for us when my husband was wanting a certain liquor. When we did visit the Carnival buffet for breakfast, Tito was swift to help and charming. We thought the food was very good compared to other AIs we've been to. And we barely had any wait at any of them. We went to Tamarindo twice, Paramour, Capers, and room service once. Food-wise, Tamarindo was definitely our favorite. Jonathan helped us once and Joseu the second time we went back just so I could have more ceviche. Paramour was fine. The service was as good as the other places, but we didn't find the food very french-like. Capers on our last night was lovely. We had Joseu again. He and manager Geraldo found out we were leaving the next day and brought us a special dessert. It was so touching. Really the only minor annoyance I have, which is an issue at every AI is the persistence of the timeshare people. We ended up taking the long way around the pool a lot just to avoid them in the lobby. All of the staff mentioned above, and many others, were professional, efficient, warm, and welcoming. Because of them, our experience was amazing and we know we'll be back soon. In fact, we are looking at when to book in the fall. Muchas gracias, Now Emerald. Te veo de nuevo pronto!

    covid safe resort

    Reviewed by lewismurphy(boston ma) on Feb 27, 2021

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Took usa transfer to hotel from airport and back. $55.00 round trip private van. Temperature check and sanitizer prior to entering hotel. Sanitizer stations are located everywhere (elevators, restaurants, lobby, bar and pool area's). Hotel was at 25% when we visited. Check in took 5 minutes was offered upgrade to ocean front for $25 a night. Room was clean and all items individually wrapped. Room service completed by 11 am everyday. Lobby bar, sushi bar and swim up bar are the only ones currently open. Buffet open for breakfast and lunch. Barefoot grill open daily. Two of the 6 restaurants open at night. Cin Cin not open at all. Main pools have entertainment daily (water aerobics, volleyball ect). Beach clean and waves huge. Bar service provided if you don't want to walk up to pool area. Venders come about every 10 minutes trying to sell you things. Adult pool in the back of hotel quite and empty. Perhaps 3 couples a day use this pool. Water in pool was a bit chilly until you get use to it. Lots of stairs at this resort. Staff friendly and always wearing masks.

    Individual ratings:

    Location

    Location-5

    Service

    Service-5

    Value

    Value-5

    Wonderful Resort, Excellent Customer Service

    Reviewed by 4funeurotraveler(Ann Arbor, Michigan) on Feb 25, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We stayed for 7 nights and had a great vacation. The resort employees were extremely nice. At check-in we upgraded from a basic to a lagoon-view room to see the sunsets and glad we did. The food at the specialty restaurants was great and my lactose-intolerance was accommodated with no problem. Jonathan & Lucas provided excellent restaurant service. Buffet food at breakfast & lunch was fresh and had many choices including made-to-order omelets. Service at breakfast was outstanding by Edson – he always made sure we had a good supply of the fresh green juice. Regarding the resort itself – everything was very clean. The gym was closed to due Covid, however I went to yoga at 9:30 am each morning outside. Room beds were very firm – which we prefer. Drinks at the poolside were promptly offered by Kendor & Maria each day, and they remembered we didn’t want to drink until after 1pm. We enjoyed double espressos at the Coco Café and frequented both the adults-only quiet pool and the regular pool with great music. We participated in a vacation club presentation and in return received coupons which we applied to our room upgrade & two 50-minute full body massages at the beautiful NOW spa. All employees wore face masks and it was optional for the guests to do so. Free Covid-19 testing was provided by the resort. All of these little things added up to make our stay at the NOW Emerald Resort a very relaxing experience & we will definitely return to another NOW property.