I was saddened and shocked that Hyatt not notify customers that the Now Emerald was closing its doors on August 1, specifically informing customers that the following basic client services would be compromised during my stay: building maintenance and cleaning, food/restaurants, activities and infrastructure. I selected the Now Emerald for nostalgia, and excitedly booked reservations to celebrate a seven-year commitment trip with my partner during July 27-31 in Room 233 at the Now Emerald in Cancun Mexico. I hadn’t traveled to Mexico for the past seven years and this sadly will be my last Hyatt stay experience.
Where do I start my travel log? After a long travel day, I was excited to jump in the shower and begin the vacation. I quickly realized that there was no hot water for a much-needed shower. While the repair response was immediate, I had to contact the front desk shortly thereafter because the bathroom sink’s water was also not working. Again, the maintenance team was prompt in response and professional which was great because I spent the entire weekend vacation requesting their assistance. As I was eager to explore the hotel, attempted to secure my belongings (passport, money, etc.) in the safe, and quickly realized that the safe was not functioning. It couldn’t lock. Turns out that security would need to recalibrate the safe daily. Additionally, the air conditioning was nonfunctioning and remained at 65 F. It was freezing!!!! Maintenance attempted to repair the system but did not have access to new parts as the hotel was closing. So, we opted for no air conditioning leaving us in a sauna throughout the trip. I am not sure if the condenser pan was full, but we encountered a wet floor caused by the ceiling after our first morning that continued throughout the trip. Lastly, the room’s lock was replaced after recognizing that we spent the night in an unlocked room because the cylinder was broken. Despite daily room cleaning, there were visible signs of black mold throughout the room, especially the bathroom, which confirmed a lack of cleaning and maintenance. Notable maintenance neglect signs where the sink faucet was missing a cover, bathroom tub was painted, but still revealed stains, soap scrum and film on the shower doors and corners of the bathroom. Sadly, the horror doesn’t end there, our room opened to the pet relief area despite not having a pet. As far as building internet services, the Wi-Fi was sporadic. The batteries were missing from the remote on the tv and only one outlet worked in the room. While we were offered another room, it was next to the elevator and just as unkept after a quick tour. So, we braved it in our room for the duration of the vacation. Unfortunately, the issues did not end with our room. There was liter in the hallway that was not swept, lighting on our floor was low and excessive slip and falls hazards caused by broken floor tile.
The restaurants were not any better. We were seated at tables with food crumbs and napkins used by previous guests. Dishes and glasses were worn and cracked. Much of the meals at the specialty restaurants arrived cold and inedible. We were hungry and missed dinner on most evenings. Luckily, we purchased chips and drink the complementary soft drinks in our room.
The highlight of the trip was the excursions that allowed us time away from the hotel. Unfortunately, we realized that the lobby excursion agent and the pool excursion agent offered different prices. We were informed by hotel staff that they were the same company but after speaking with other guests were told that the lobby agent was more expensive (difference of 30%).
It’s unfortunate that customer service is no longer the motivator with large corporations. It's money! Given that the hotel was closing, it would’ve made sense to central the customers to one area of the hotel to ensure cleanliness and building maintenance, but why treat customers like humans when we are cattle. What I was hoping to spend a peaceful weekend by the beach, but I’ve returned exhausted and worse than I left. Yes, I stubbornly stayed and know We should’ve left the hotel all together, but our stay was short. Alas, a return to the World of Hyatt is not in my immediate future.
Jul 27, 2023
Stayed for a week, wonderful time, lots of food and drinks. There was entertainment and the servers were good especially Tito who was amazing. some servers look too busy and the food was good, could have been better. Overall it was a good experience.
Amazing entertainment team!
Jul 25, 2023
We went down to stay for 10 days at the end of June for my mom's retirement celebration, this was our second time staying and everything was even better than our first stay. We received a better room upgrade option and the view was incredible from the ocean front swim up rooms. This resort has some of the best food I've had when staying at an all inclusive. Breakfast and dinner buffet have a lot of options and everything has a lot of flavor. There is a great outdoor lunch area with nachos, hotdogs and hamburgers, fast service and great food.
The resort is temporarily closing for renovations at the end of the year and there are some areas of the resort and pool area that are in major need of renovation, however, nothing major that affects your stay at the property. We were there in November 2022 and still decided to come back before the renovations were scheduled. Spice and Paramour were definitely our favorite restaurants. If you prefer no wait, get to the restaurant of choice around 5:45 pm so you are first seated. Front desk, housekeeping and maintenance were all attentive and were very quick to resolve small issues.
Love the location! 15 minutes drive to and from airport, conveniently located between tons of restaurants and shopping. La Isla mall was a 15 minute cab ride away and was $15 each way. My favorite part of this property are the infinity pools and the ocean front views. You can see the beautiful water every direction and if you don't feel like going down to the ocean, you can see the entire view from the pool. All of the employees were absolutely wonderful and put so much effort into making sure we had a great vacation. Alvin and Erving helped us every morning get our chairs by the pool and had great information about activities to do near the resort. Lastly, the entertainment staff at the pool were absolutely amazing, they consistently had multiple different activities to do while hanging out at the pool during the day. Some of our favorites were the water aerobics, beach volleyball and musical chairs. Gama and Ande were the best!! Both were so friendly and really kept you engaged in the pool activities. You can tell both have a passion for their job and go out of their way to make your vacation perfect. We are already looking forward to coming back once renovations are complete.
Jul 24, 2023
This resort location is right in the heart of Cancun, with multiple pools and one of the most beautiful beaches. My room was great on 9th floor - special shout-out to Entertainment team Victor- Gibran- Roberto - Gabriel, the whole crew were Amazing, they always make sure guests are having a good time. Thank you so much for your hospitality ??
Servis was truly amazing!
Jul 22, 2023
We recently stayed at Now Emerald and had a great time! Got a free upgrade to an ocean view ( room #520 -awesome view) which was really appreciated. The food was delicious, the beach was great, and the service was top-notch. Special thanks to Johnathan from Preferred Club bar, Adrianna with the guest services and Miguel @ the lobby. They were wonderful and needed recognition. Russel gave great service every day too...We would definitely visit this place again.