Now Emerald Cancun

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 263 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4.5

    Rooms

    Rooms-3.5

    Service

    Service-4

    Value

    Value-3.5

    5 most recent TripAdvisor reviews:

    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

    BEST TRIP EVER

    Reviewed by Laura S() on Oct 13, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Karla is seriously incredible! She made our experience so exciting and is so kind. Abraham and Kendor met all of our crazy demands with the utmost respect! All of the staff has been very attentive. Perfect place to vacation!

    October bachelorette partly with Karla being great

    Reviewed by Natalie J() on Oct 13, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Karla was the best! She needs to be a supervisor! We were so impressed with her and her leadership! She was so accommodating! We love her!!! She needs more responsibility!!! She led Kendor and Abaraham and she was so good! We love her! Please send Karla, Abraham and Kendor our best regards! Because of them we are going to come back! :) ??

    20 Year Anniversary Trip

    Reviewed by dazisaac(phoenix az) on Oct 12, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    I was really hoping that the reviews I had read prior to going were off and I would enjoy this hotel.We have stayed at a Now Property in PV and had in amazing time so I was really hoping this would be the same.Well I was disappointed. I will do the Pros first - The Entertainment team are amazing, especially Jorge by the pool.They kept us entertained and were very friendly. The beach is nice, not rocky and easy to walk into. Now onto the Cons-When we arrived at the room there was a caution wet sign in front of the door as water was dripping from the celling. The mini bar was also not full when we arrived at the room. The first 2 days we were staying there the main large pool with the pool bar had no water in it so everyone had to move to the smaller pools. The food at the pool is awful (flat chicken nuggets, burnt ribs, and awful burgers) and unless you want to get dressed to go to the buffet its your only option. The food in general is just ok and the fact that you have to wear long pants when it is so hot and humid out going to a restaurant that is just ok does not seam right. They will let you eat outside in shorts but then the mosquitos are all over you. We were staying here only 4 nights and we left the resort one night to go eat good food in town. There was one day the room was not cleaned, and water was dripping from the celling one night. I would not go back until its up to the standareds of the other Now resorts.