Now Emerald Cancun

3.0 star rating

Standard accommodation with basic facilities and limited services.

    What to expect (based on 427 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4.5

    Rooms

    Rooms-3.5

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Not up to AMResorts standards

    Reviewed by CSFTMF(Windsor, Colorado) on Dec 08, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    My husband and I went for a quick week away. We live AM Brand so gave their new resort a try. As usual with this brand, the staff worked their bums off and wants all to enjoy their stay. Sadly it was obvious many of them had heard of room and building problems from many guests. They are what truly made this trip not a total bust. Here are my awesome staff shout outs: Johnathan French Paramour Karla Entertainment Frank Mexican Tamarindo Michael Reef by Adult Pool Israel Spice Asian And last but definitely not least Tito Carnival Buffet- thank you for your care and attentiveness and our special surprise on our last day! Now to what you want to know. I do not think AM knew what they were getting into when they purchased building. We travel AM several times a year and LOVE them. This trip has changed our minds. The building seems structurally unsound. Workers are patching holes daily. There are reports of black mold. A portion of their roof blew off while we were there so one restaurants was totally closed and the roof parts were laying in the spa. There was water seeping through the window in both of our rooms, through the ceiling and in hallways throughout the entire property. We switched rooms as there were so many cockroaches in our first room and it was pretty dank- located on 2nd floor which is garden level on the lagoon side. We switched to a higher level on the beach side and that did make an improvement. The food was as expected. The wait staff definitely made dinner an experience and enjoyable. It will take quite some time for the building renovations and remodeling to get up to standards.

    Amazing staff

    Reviewed by F3319OUtanyak(New York City, New York) on Dec 07, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Erick, Daniela and Alex at the pool are absolutely amazing. They went above and beyond to make sure we always had what we needed and made sure we were comfortable. The hotel needs a lot of updating and they should add more than one spot for breakfast because it’s very difficult to get a seat and there is nowhere else you can go. If you ask how long the wait is they will tell you they don’t know. The beach was absolutely amazing and the staff also makes sure that if you’re on the beach, you are taken care of as well with food and drinks. Unfortunately we found large cockroaches in the hallways and in the Italian restaurant and when we told them they didn’t seem to care. There were a lot of little things around the hotel they could potentially be dangerous to guests. There was a random door open in a bathroom that had a giant hole that someone could fall in, they were doing construction at the pool and the dust was blowing all over guests and they were breathing it in and they dug out a hole that one of the girls with us twisted her ankle in. We probably won’t be returning to this hotel but I can’t say it enough, the staff at the pool and the beach were amazing!

    Staff

    Reviewed by 399kaarib() on Dec 07, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    I never have written a review for any hotel my family and I have stayed but the service of Luis Po and Elias Orozco was exemplary and I felt compelled to acknowledge them on TripAdvisor. They were friendly, knowledgeable, gracious and went above and beyond our expectations. Bravo to Luis and Elias! I look forward to returning to the Now Emerald and seeing them again on my families next vacation in Cancun.

    Individual ratings:

    Rooms

    Rooms-3

    Service

    Service-4

    Value

    Value-3

    My Big Pros & Cons

    Reviewed by Ellen34(Naperville, Illinois) on Dec 05, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Pros: Beautiful beach & views Close to the airport Outstanding staff Cons: Stairs everywhere & impossible to avoid Public Restrooms scarce & difficult to locate Lighting in sink/vanity area of room very poor Now do the math & decide if this place works for you.

    Billed as 6 Apple Resort - is MAYBE a 4 Star Property

    Reviewed by M5134ANkimg(McHenry, United States) on Dec 05, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    First let me say that we travel regularly with Apple Vacations. Our experience with the rating versus the resort has always been pretty dead on. This property though is a joke. Upon arrival there are huge water marks and sunk in areas above the check in area, leaks in the roof throughout the resort being remidied with stacks of towels, "Ultimate Luxury" advertised offerings with wi-fi that is spotty at best and top shelf liquore that is limited and hard to find, dirty areas everywhere, ripped and stained chairs in the buffet area, broken lights, borken cabanas, messes everywhere and so on. Unlike the other properties we have enjoyed over the years you do not see people keeping the place tidy. Instead the staffing is few and far between and often seem uninterested on waiting on guests or even hiding that they are engrossed in person conversations or reading items on their phones. Some of the staff which shared they had been imported from other NOW properties to assist were amazing and very friendly and helpful. In private conversations they admitted that this property had recently been aquired by the NOW chair but was not yet up to their standards. I could go on and on because there was so much wrong with this place but I would run out of characters on this review. My issue is if it is a new resort for the NOW chain it should be advertised accurately (6 Apple which is the very highest rating) and not what they will hope it will become in a year. Unfortunately the female Amstar representative was equally unhelpful and when we called the Apple hotline for assistance I was either disconnected or the call dropped because of the poor internet - I litterally have 14 call attempts on my phone. Finally we waived the surrender flag and gave up and attempted to enjoy the trip. If you are unfortunately already at the property or locked into the property before seeing this review there were some bright spots.... try to eat as many of your meals at the French and Spanish restaurants.... both were good. Additionally the property is situated on one of the very best areas of the beach. Clear water, clean sand, warm water current although you were not allowed to move a chair closer to the water apparently because when I did it was moved back along with my purse, jewelry and other personal items.... scary but all items were still there.

    Individual ratings:

    Location

    Location-3

    Service

    Service-1