Now Sapphire Riviera Cancun

4.5 star rating

This hotel is rated between 4 and 5 stars. 4 star - Quality accommodation with a variety of facilities and services. 5 star - Exceptional accommodation with superior facilities and services.

    What to expect (based on 10895 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    NOT a 5 star

    Reviewed by 518tiffanyy() on Apr 18, 2021

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    My family and I stayed at what we thought would be a 5 star resort based on the reviews from others. This resort was the worst resort I have stayed at in Cancun EVER...The wash cloths and dry towels are DINGY, the food is HORRIBLE accept the hibachi restaurant which you need reservations to eat at.The rooms have this damp basement smell that stayed in our suitcase and clothes, the entertainment is boring even the kids were not impressed, the drinks were a total waste of calories you literally have to get your own bottle off the resort because you won’t feel NOTHING from their drinks, the breakfast is the SAME thing EVERYDAY (they don’t even have fresh waffles they are pre-made)...And I know I mentioned this before but I have to mention it again the food was HORRIBLEEEE....We had to literally pay $80 per day for a taxi to go in town to eat because we were not impressed with anything they prepared...We went over to the Now Jade to do a tour and from the looks of it, It seems a little more nicer and the food was much better atleast the breakfast we had was...I will never come back to Now Sapphire and their smelly rooms so disappointed...

    The best kids club ever!

    Reviewed by Cpoirrier0407() on Apr 18, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Katherine and Jessica were absolutely phenomenal at the Kids Club!! They did such a great job with our children. They loved going to the kids club it was so nice to be able to enjoy some adult time while the kids were occupied! These girls need a HUGE RAISE!! GIVE THEM MORE MONEY THEY DESERVE IT!! THANK YOU SO MUCH GIRLS!!

    Wonderful Resort with some flaws

    Reviewed by rupakale() on Apr 18, 2021

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    My family and I were at NOW Sapphire from April 3rd through April 9th. We were so lucky to have absolutely fantastic weather. Mostly in the mid to upper 80s in the daytime and in the 70s at night. We were 3 adults and 3 kids. One 7 year old and two 10 year olds. We were in Building 14. We had a Preferred Club Family Junior Suite which is a 2 room Garden facing suite and 1 separate room so 3 rooms in total on the ground floor. The resort did not appear crowded. I would say the 1st couple of days thru the weekend it might have been 70%-80% capacity. After that, during the week it appeared about 50%-60% capacity. Here is my review of the resort. ? Service Service Service...this resort has some of the best service we have experienced in all our Beach/Island vacation. The servers and general staff works incredibly hard to cater to you and are genuinely nice. ? It's clean, well maintained and they took great efforts to follow Covid Protocols throughout the entire resort every single day/minute. They had people walking around with signs and constantly reminded everyone to mask up and socially distance. 99% of people followed the rules. ? The rooms are spacious and well appointed. Each room had a Safe anda Coffee Maker and neither had a scale. In the Family Suite one room had a iron and the other room had a steamer. The 3rd Room had a hair dryer. The bed, linens, towels were excellent. There was also an assortment of Shampoo, Body Wash, Soaps and Hand Sanitizer in each room. ? The resort is small, lush, lovely and very well laid out. We actually loved the small factor and that we could easily walk everywhere. In the past we've stayed at behemoth resorts and the back and forth can be tiring and annoying. ? Pool: The main pool is nice and huge and my kids enjoyed it very much. It is 4'6" all throughout so if you have a non swimming shortie you need to prepare accordingly. The swim up bar is lovely and the staff there is fantastic. We never went to the preferred pool as it is adults only and we were always with our kids. ? Kids Clubhouse: It's pretty terrific if you have little people. Our 7 year old was somewhat interested in it but the 10 year olds had no interest at all and she wanted to be with them. They have a splash pad and lots of activities for little kids and you can drop off your children for a few hours to catch a break. They organised the Easter Sunday Bunny visit and there was a lot of pomp and circumstance around it. ? Activities: I cannot say enough about the variety and availability of activities at this resort. Some of the best activities we have seen. My kids learned to kayak, shoot a rifle, archery, took a bike tour outside of town, made bead bracelets. They LOVED the big water slides and were on it for hours every day. We enjoyed the daily Zumba, water aerobics and the crazy pool game. The activities and entertainment staff really work hard to engage the guests at this resort. ? Entertainment every night was fantastic. Whether it was indoors or at the pool; every show was fun, engaging and energetic. There was a acrobatics show, Rock music show, Fire show etc. We enjoyed it very much. ? The Spa is wonderful. My sister and I had 1 1/2 hour service which was impeccable. We used the sauna, steam, jaccuzi and hydrotherapy ahead of our service. That portion is available to all preferred club guests inclusive in your package. You just need to reserve it ahead of time. ? Restaurant: In terms of food; everything was fresh made with care, attention and consistency. • Market Cafe: For breakfast our family enjoyed the omlette stations, crepe/pancake station and the abundance of fruit and juices in addition to all the breakfast pastries and traditional Mexican breakfast everyday. They also had cereals, yogurts, nuts, dried fruit, waffles, potatoes, bacon, sausage etc. Having said that I didn't find a single strong, good, hot cup of coffee anywhere the entire week. For Lunch we found the most options for us at Market Cafe buffet. I loved that I could stay gluten free for my meals. My favorite was the fresh grill section. I don't eat meat so the fish, shrimp, salmon, calamari, mussels options were terrific. They also had sausage, steaks, chicken, burgers etc. They make it in front of you. They had steamed and/or sauteed vegetables as well as broccoli, corn, mashed and other types of potatoes every single day. My kids loved the nachos everyday. There was a decent variety of other hot dishes like Chicken, beans, fish. There was also ceviche, assorted salads, some kind of soup, different breads and plenty of desserts. The meals are not very vegetarian friendly in the Market Cafe but as soon as they found out that my sister was vegetarian they made an effort every day to provide her with fresh made vegetarian fajitas or pastas. That was very thoughtful and kind. • Cibu: The food here is small portioned and fairly fancy presentation. Meaning my kids were not having it. We had breakfast there one day and it was sparse and cold. Nothing that was not available at Market Cafe without wait. The wait the wait the wait. We went to dinner here 1 night and while we only waited about 10 minutes for a table the wait for the food was ridiculous. From beginning to end it was a 2 hour meal. Not quite ideal with children and food not worth the wait. I wouldn't say the food was terrible but it wasn't phenomenal. A few more veg friendly options here. • Lemongrass Hibachi: You have to make reservations at 3pm the day of and you guessed it; get on line 30 minutes to do so. The show part of the food cooking was fun for the kids but everything else was lacklustre. Beginning to end it was over pretty quickly. And absolutely not veg friendly at all. It's pretty basic. Rice, vegetables and meat. No soup, salad etc like in the US. • Lemongrass Sit down: We put our name on the list at 6:25 pm and were told it would be about an hour and to come back at 7:15 pm to see how far along the list we were. We came back at 7:15 pm and were told there were 4 parties ahead of us. By the time we got a table and sat down it was about 8:15 pm. Our food did not arrive until nearly 8:45 pm. 1 of our kids passed out at the table and the other 2 were falling asleep in their food. Absolutely awful experience. We would have been fine going elsewhere had they been honest with us up front. The food was OK nothing phenomenal. Do not order the Pad Thai. It's like the noodles are soaked in ketchup. ? Dinner Buffets: We had International Market Cafe for dinner one night which again was decent, Chefs Specials at the lobby 1 night which was a bunch of lacklustre American food. It was fresh, Service was excellent; food meh. And we had Caribbean 1 night by the pool which had paella and a variety of items but again not much vegetarian options. We did not go to Paramour (adults only/kids with us) or Fresco because it wasn't open the days we wanted to. We also didn't use Room Service. • Barefoot Grill serves pizza, nachos, fries some days, hot dogs and burgers. My kids had some pizza a few days. I am unsure what they were thinking serving plain pizza with blue cheese one day. Literally every kid was complaining. There is usually a choice of 2 different pizzas. We didn't really try any of the barbecue that was also set up there during lunch time. ? Coco Cafe is open throughout the day and has a decent coffee menu. Hot and cold and you can customise with some pastries. My kids took advantage of it a lot. ? Preferred Lounge is also available to Preferred Club guests. They have a bar in there, pool table, games, lounge and snacks. ? The beach bar, pool bar, lobby bar and side bar were open the whole time. In terms of the drinks they were fairly watered down to me. I would consistently ask them to make it strong. Having said that I am not a big drinker so a couple of sips in was enough for me. My husband had beers and some mixed cocktails but they were not amazing or strong. ? Beach: The water is on the cool side, the waves not too crazy and it's fairly close. But it's not a swimmable beach. While the staff is constantly cleaning the seaweed it is a never ending battle. There is tons of seaweed. But we took lovely strolls on the beach every day. ? Palapa/Pool Beds/Seats: Even when it was obvious that the resort was at 50% or so capacity every single seat at the pool was taken at 7am. At its most max number of people during the day there were still more seats taken than there were people. This leads me to believe that people are just self absorbed and reserve lots of seats for no reason other than just in case. We were 3 adults and 3 kids and we would only ever take 3 seats for the adults since the kids barely sit down. This was not the case with other families. This is an issue at most resorts that you have to get there super early to put a towel down. There are only 9 Palapa/beds. Only 4 of those have a roof. The other 5 have a canvas that is not necessarily good protection against the Sun. You have to get on line at 8:30am for the man to show up at 9am and assign the 9 beds for the next day. If you show up after the 9th person you are out of luck. If 9 people are on line at 8:40am and he is there you still have to wait 20 minutes for him. Also try to reserve a palapa that is on concrete versus on grass. The flies, bugs and red ants are quite a bit annoying on the grass. Also if you don't want your eardrums blown try to find seating a little away from the pool area. All this was quite a bit annoying. ? Covid Testing: Testing is on-site. You fill out all your information online than you go wait on line for about 30-40 minutes to make your appointment for the following day. Then you wait another 30 minutes to take the test and then you go by the next day to pick up your test results. For the convenience of on-site I was OK with this waiting. ? We used private transport to and from the resort and it was worth it. ? Our room was always too warm. You can't change it. No matter what you set your temperature to, the room is the same temperature always so too hot for us and too cold for my sister. Overall I would say it was a fantastic experience because of the space, service, activities/entertainment and the people. The food itself was also good. It was really the waiting on line everywhere for everything that was frustrating given that the resort wasn't even at full capacity. Since we spent the bulk of our day at the pool I would have wanted that experience to be better. I have found this to be the biggest difference between this tier and a high end 4 Seasons or Grand Velas tier.

    Great visit!!

    Reviewed by H1225FFkatherinel() on Apr 17, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My family and friends’ visit to the Sapphire Now resort in Cancun was amazing!! The staff was so nice and engaging. There were many amazing activities to take part in and our favorite part was the excellent food at all the restaurants. We hope to come back again soon!

    Horrible Resort

    Reviewed by _natooo_() on Apr 17, 2021

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    We stayed at this resort for 7 days with the fam over spring break. I am not one to leave reviews for every resort we have been to, and we have been to a lot in Mexico, especially Cancun. However, this resort urged me to leave a review. We’re travel agents and we are always visiting new hotels and locations. From my experience, I can comfortably say that this resort does not know how to give the proper service and ambience to its clientele. The service is 0. Workers are very lazy and do not want to give that extra effort to fulfill your personal needs. Even the most simplest thing, such as picking up your empty plate or cup, takes hours. We ordered room service and our empty trays were left outside of our room for 2 days. No one bothered to clean it up even though maintenance workers and maids passed by constantly. Entertainment is 0. Everything happens only around the pool area and the beach is dead. The entertainment team seems like they’re being forced to entertain the guests and barely smile. The live music at nights by the lobby bar end at 11 pm. Not sure if it’s due to Covid since it’s extra strong at night or because they can’t tell that people are having a good time and want to continue dancing. Food is 0. The food here is terrible, absolutely terrible. There is nothing savory or delicious to eat and enjoy. Even their own authentic food, they can’t seem to get right. Everyday it’s the same limited options except for Friday’s, it felt like we are prisoners getting a treat. The alcohol is 0. The bottle selection is the lowest of low quality and their mixed drinks are all syrupy garbage. The cleanliness is 0. I spotted my plates and utensils with gunk on them atleast once a day. The room service food had hair in it and overall the pool and beach area are left with overnight cups and plates. It’s not a pretty site to wake up to. There are only about 3 main restaurants and one buffet. The restaurants are better than the buffet but it’s the same quality food just presented in a more upscale way. We stayed at the swim out hotel room in front of the beach and the pool cleaner was in the pool for up to 1 hour every morning constantly going back and forth in the pool and THERE WAS NOTHING TO CLEAN since anyone barely swims in there. And we noticed how he took a shorter time for the neighboring building swimout pools. I’m not sure if the worker was enjoying his view of us or did not have any common sense to get out of the way for us to enjoy the day without having to get our of the pool for him. Overall, it was a very disappointing stay and it is an old resort. They definitely need a revamp and better management. Managers need to teach their employees better customer service and smarter ways of executing daily tasks. Do not stay here if you’re looking for a good time, decent food and drinks, and a good nightly experience. Will not come back here ever again.