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 10125 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:

    Robbed me on the way out - couldnt leave!! $750

    Reviewed by mrobb1966() on Jan 17, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Told me that I spilled coca cola on the carpet the first day and demanded I pay for the "carpet cleaning", which was $1000. When I tried to throw a fit about it, they didnt care. Eventually the guy settled for $750. I wish I could leave but they just held me there. They take your bags down for a reason, they dont give them to you until you clear things with reception. Also, there are no chairs to sit on unless you wake up super early, expect to stand all day. The rest of the staff is very friendly and they seem like great people, but if you look at the reviews there are way too many similar stories! unethical immoral

    Individual ratings:

    Location

    Location-1

    Service

    Service-5

    Value

    Value-2

    Beautiful open style resort

    Reviewed by Exploration142663(Dallas, Texas) on Jan 17, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This resort is quite beautiful. The majority of the resort is mostly palapa style structures with open air where you can feel the breeze. The crowd of guests tend to be on the more calm side as opposed to drunk party animals. The swimming pool is very big and larger than most resorts. There is an abundance of cabana, palapas, and patio furniture on the property that is in great condition. In the evening it will be important to make a reservation at where you want to eat as the wait can get pretty long. The only down side of the resort is that the beach/Oceanside is quite small. There is a seaweed problem but that is every property alongside the Maya Riviera right now. Bands in the evening along with weekly vendors coming on the property to sell a bit of Mexican art culture is nice to see!

    Individual ratings:

    Location

    Location-5

    Service

    Service-5

    vacation

    Reviewed by X1976FBannew() on Jan 16, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Overall our experience was very good. We had an issue with our closet light, which they never fixed, but we were able to unplug it for the duration of our stay. The staff was very polite and the food and service were great!

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Location

    Location-5

    Service

    Service-5

    3rd time

    Reviewed by toddk634(Macomb, Illinois) on Jan 16, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    This was our 3rd time at sapphire..we stayed in building 1 swim up room. The room was nice and clean. there was some issues with room.( Lamp with out bulb,no slippers in room, only 2 pillows,) was taken care of easy. The staff of this resort is what makes this a great resort. Let's start with the best 2 bartenders Cesar and Antonio at the beach bar ( Hail Cesar!!!!!!!!). Lemmy the beach waiter was great coming to swim up to get drinks for us. The entertainment crew are all great Luigi is a great guy, but Isaac is a great asset to company. Always went out of his way to talk to us and make sure we were having a great time..

    Individual ratings:

    Service

    Service-5

    Value

    Value-5

    Lower Your Expectations

    Reviewed by 135mikef(Regina, Canada) on Jan 15, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Now Sapphire We have just returned from a week's stay at the Now Sapphire. I had heard some really great things about the resort, and we were quite excited about the trip. However, it did not nearly live up to the hype or even the most basics of what I would expect from a resort in this pricepoint. This is a relatively long review, so the short version is: the entertainment staff were very good, the food was passable, the restaurant situation was a mess, and the rooms were ok. However, the overall impression is that this place suffers from sickness-by-consultant. You can see the effects of the cuts everywhere. There is ridiculous rationing (one coke per room, rot-gut cheapest available liquor, limited food options), the kitchens were very slow which implies that they are short-staffed and overwhelmed, and the facilities are decaying. Facilities One of the biggest disappointments was the fact that the much hyped waterslides are nowhere near completion. On only one of the seven days was there any sign of work being done. At that pace, it will be a very long time until they are ready. It is a bit of an eyesore, but that is not out of keeping with the rest of the facilities. Chipped tiles, cracked concrete, walls in desperate need of a wash and a paint job, were all common. If the rooms had been updated, it was difficult to tell but there were some basics missing. For example, our room did not have a towelbar for handtowels. Our room (preferred club) did not have bathrobes or slippers, or even enough pillows for the three people in the room. After requesting more pillows, they showed up, but later in the stay they took them away again. Once again this implies management rationing, trying to lower costs and lessen the guests’ experience. Luckily we were on the third floor when our building flooded due to a broken pipe, so we did not have to be moved. Others in the building were not so lucky. Entertainment The staff were excellent and engaging. This can widely be said of most of the staff we dealt with (at restaurants, around the pool, etc.). Games and activities were well organized and fun. Unfortunately, as mentioned above the idle construction zone in the centre of the resort meant there was no core zone for teens. Additionally, if the waterslides ever get built it should reduce the pressure on the main pool (which can be very busy at times). Overall though, the entertainment staff were by far the best part of the resort. That extends to the nightly entertainment and even the performers brought in around the pool and in the lobby. Restaurants & Food The rationing of food was very frustrating. No snacks in the mini-bar, and very few drinks (as mentioned above – one coke per room). At the bars (pool and lobby), I had never heard of many of the brands of liquor, but the ones I did recognize would not be served at most respectable establishments. Their idea of a premium beer was a Bud Light. Some guests went to a local store to buy their own beer – kind of ridiculous at what purports to be a luxury resort. The preferred club lounge displays more upscale liquor but the staff go into another room to prepare your drinks so you have no idea what is actually going in them. The no reservation system for restaurants was a gong show. They only use some of the tables each night and there is no apparent system. If you want to ensure you will be seated, you must line up an hour or more before the restaurant opens. If you are not lucky enough (or choose not to spend your vacation in line), you are at the whim of the hostess. There are no beepers or any other method of alerting you when a table is ready, and they will not seat you unless your entire group is present. So it’s not even that you could have one member of your party wait until such time as a table may become available. The consequence of that system is many people standing around looking deeply unsatisfied. They won’t permit you to wait in the bar area until you are about the be seated. The way to get a reservation (in a no reservation system) is that they will sell you expensive bottles of wine, the purchase of which guarantees you a table at a time of your choosing. I was not inclined to give this resort any more of my money, so that was not an option for us. Clearly the system is designed to funnel as many people to the buffet as possible. The buffet is ok, but as mentioned in other reviews it is not nearly big enough for the size of the resort – more evidence of rationing. Another observation, there is a pizza oven in the Mediterranean restaurant, but no pizzas on the menus. Perhaps another victim of management cuts. The best food was the burgers and snacks at the Barefoot Grill. Well done to the staff there who are extremely busy, but manage very well. In short, it’s not a terrible resort, but it fell well below the standards that one would expect. If more effort were given to improve the guest experience rather than cutting costs it could be decent. However, I wouldn’t hold my breath. If you are going to visit this resort, lower your expectations.