Now Emerald Cancun

3.0 star rating

Standard accommodation with basic facilities and limited services.

    What to expect (based on 422 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4.5

    Rooms

    Rooms-3.5

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    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

    Great service and staff!

    Reviewed by heidirY8876UB() on Dec 04, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    The service is awesome, the staff is amazing! Alex had our towels and chairs ready every day and went above and beyond to get us anything we needed. Luis is an awesome server at the adult pool and Karla and the entertainment team did such a great job they made our trip so enjoyable. The beach here is perfect! So beautiful!! We had a wonderful trip!

    Relaxing Wonderful Place to unwind...

    Reviewed by Reeltime(Havelock, On) on Dec 03, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Although the older resort has some work to be done, it is clean and the staff is amazing. Starting from the moment we arrived ...Claudia who greated us and continually saw to our needs. The massage therapist who gave me the most wonderful massage. Alex at the pool, Carlos at the sushi bar... Top notch staff. The beach of course is amazing, crystal clear water and white sand. Thanks for making our stay wonderful. This place can only get better with each improvment that we witnessed while staying there. Thank you for making our stay so nice.

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Rooms

    Rooms-3

    Service

    Service-5

    Hotel is ok. Staff is amazing!!!

    Reviewed by Nellytelly1() on Dec 03, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    This hotel was bought out. So it's a new name, not a new place. I think if it had closed for a few months to renovate, it would be amazing. We upgraded to Preferred Club and our first room on the 9th floor had no AC for 2 nights. They tried to fix and we told our agent what was going on, she had us move rooms. The staff was very quick to resolve this. Our new room had cold AC and close to the beach. Alex and Abraham at the beach Cabanas were 5 stars in my book. Always made sure we were taken care of. James with activities, super super fun young man. Tito, Edgar and Israel at the buffet, excellent! Ligia at Coco Cafe so welcoming and just a sweetheart. Lots of stairs. Wasnt a bother to me. Excellent location. Beach stayed seaweed free.