Now Emerald Cancun

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 271 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4.5

    Rooms

    Rooms-3.5

    Service

    Service-4

    Value

    Value-3.5

    5 most recent TripAdvisor reviews:

    Now Emerald Cancun DO NOT GO THERE!!

    Reviewed by francee(Springfield, Illinois) on Oct 16, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    This was by far, the worst experience we have ever had with UVC resorts. We are members of UVC-Impression level. We were supposed to get a preferred club king ocean front room. After 4 tries of different rooms, we ended up in a room that didn't even have room for a table to order room service. There was hot water sporadically, the safe in our room had to be replaced after having to have maintenance repair the safe three times. The batteries for the safe were held down by duct tape. Then the new one didn't work, either. Marta, indicated that she would get right back to us 30-40 minutes later, I was in the preferred lounge, no Marta. She had taken another couple around. If she had no intentions of getting right back to me she should have told me that. There is no real preferred lounge for guest who pay for that privilege. I, also asked that question, I was told that they would be asking for your room number. If the number didn't match, then service would be denied. However, no one was ever asked for their room number, resulting in the high quality alcohol being given to those who hadn't paid for this privilege. There were two highlights, Michael the bartended in the Adult pool and Lourdes in the Spa. Oh and by the way, the day we checked out we had roaches on the wall, What a wasted 10th anniversary and needless-to-say money not well spent!! I expressed my concerns to the VIP concierge representing UVC club members and got excuse after excuse!!! Not a good time at all.

    Holiday

    Reviewed by s p(loughbrough) on Oct 15, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I was nervous after reading reviews after we booked. We arrived for our wedding anniversary only 24 hours ago. But so far I seriously cannot fault the place. Yes a few older bits are re painted and It’s definitely not a new hotel as sold to us. But it is of a high standard. The Food in the french restaurant we had last night and the buffet breakfast and lunch all delicious. Staff are fantastic, massage great. Room is very clean, beach service fabulous. We had Prosecco sent to us without us even being aware they knew it was a special holiday. Extremely good location. Only thing on the down side I would say is it’s Very dark in the reception and main areas at night. A great price for what we have gotten so far and If i we’re offered the same deal again. I would definitely return ! Don’t be put off by the nit picking reviews. I can’t wait to enjoy the next 6 days !

    Fabulous

    Reviewed by kimgray1(Southampton, United Kingdom) on Oct 15, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Like so many before me, I was sceptical about the resort, due to the many negative reviews, I didn't need to be. We are currently staying at the resort and we are having a ball. Our room has a amazing view of the ocean, with a pool that is divine. We were fortunate to be placed next door to our friends, who also have a incredible room. We have tried and tested the restaurants , and would agree these can be improved, however, the staff make up for the lack of food on your plate, as they are so attentive, and aim to please . I have to give Micheal at the adult pool a shout out , he works so hard , making your favourite cocktail , but with a Michael twist ??, he has kept us entertained on a few occasions. As previously mentioned they are some issues, but certainly not enough for you to stay away. The pools are stunning , the Sushi incredible, the beach is beautiful.

    Staff Excellent

    Reviewed by 676ashleym(Dundee, United Kingdom) on Oct 14, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I am writing this review purely on the STAFF. They could not do enough for you. Staff so friendly and helpful especially Aglin our Bar waitress in the lobby bar was Excellent and nothing was a problem to help us so friendly and went out her way to speak to us . Big shout out to Griselda she makes the best omelettes ever and so nice. Migwel was so funny and helpful at the buffet .Our room/maid that changed our towels at night was lovely. Micheal from the Adult pool kept us topped up with lovely Cocktails etc. Beach /pool supervisor Alex was so accommodating with beach beds, drinks organised and always had a smile for us. I would only say 1 guy Bernie) ?? at the Staff check in was not so helpful and did not feel he was interested in my queries when we arrived after a 1 and half flight to London then another 10 hour flight over to Cancun. ( NOW EMERALD)your Staff are a Credit to this Hotel.. !!!!! Absolute** Stars ******

    A Bit of a Con (to US readers that's a scam)

    Reviewed by dalfaber16(Barrow upon Humber, United Kingdom) on Oct 13, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    It pains me to have to write this but I am heartily sick of being sold so called 5* hotels/holidays by travel agents (Blue Bay) and resorts (Now) when they are clearly not. Generalities first, this is an old building which leaks like a sieve and clearly little has been done on the infrastructure over the years. We struggled to see any refurbishment by the new owners it just seems to have been given a lick of paint. Other guests were told it's being closed in January for a proper refurb but staff we spoke said it wasn't. Pros: the staff are very kind and friendly and go out of their way to help. Pools, of which there are many to choose from, and beach are clean and comfortable with plenty of sun beds or Bali beds. Surprisingly the music round the main pool was not overly loud and quite eclectic. Food at the buffet had a large choice of salads, fruit, deserts and moderately well cooked hot meals, as a bit of a foodie I had no issues with it. We had a preffered junior suite on level 1 and the room was clean and spacious and the bed comfortable. Cons: Our room was clean but very dated with old wooden furniture and ancient sanitary fittings. Glass shower screen had a gap from wall so water leaked onto floor. Our terrace had decking and a plunge pool, when we arrived the pool water was yellow with a brown tide mark around the tub, they did clean it eventually also there were chicken bones, bottle tops and cigarette butts lying around. I requested it to be cleaned and they removed the food and bottle tops but not the butts. The lighting in the room is poor as also is the a/c, by the end of the week our clothes started to feel damp which I assume is a combination of it being a humid country and poor a/c. The place is a rabbit warren with many stairs and the lower corridors smell musty. The speciality restaurants are a joke, they big themselves up with all this dress code stuff but in reality they are rubbish. The food is over hyped and the portions are so tiny you needed room service after. The two worst were Spice, so dark you can't read the menu without your phone and not see what you were eating, Paramor the French was so prenticious and the food takes ages and was cold. We tried three then gave up and went to the buffet for the rest of the week, ok it looks a bit like a canteen but you can get what you want to drink and it's relaxed. Bottom line is if you get a really cheap deal and ignore the hype then go. Alternatively if you like things to deliver what they promise then don't go. Almost forgot if they give you vouchers bin them, spa treatments start at $700 and you can only use $20 at a time same with wine etc, head and neck massage was rubbish. Gym is tiny with a limited amount of equipment squashed in. As I said previously staff are great but we were there in low season and it took time to get drinks served at the bars so could be a pain in high season, no fault of the bar staff, perhaps they could redeploy the many staff that hang about in the lobby doing nothing (sorry trying to get the Americans/Canadians to go to presentations at sister properties) and get them doing something useful.

    Individual ratings:

    Rooms

    Rooms-2

    Service

    Service-3