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Reviews of Now Emerald Cancun - All Inclusive

4 out of 5
Now Emerald Cancun - All Inclusive
Blvd. Kukulkan Km 19.5, Cancun, QROO

Reviews

7.0

Good

Rating 10 - Excellent. 211 out of 646 reviews" "
Rating 8 - Good. 146 out of 646 reviews" "
Rating 6 - Okay. 119 out of 646 reviews" "
Rating 4 - Poor. 70 out of 646 reviews" "
Rating 2 - Terrible. 100 out of 646 reviews" "

7.2/10

Cleanliness

8.2/10

Staff & service

7.2/10

Amenities

6.4/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

10/10 Excellent

Janille Xyra

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Jul 2023

6/10 Okay

Leslie

Stayed 4 nights in Aug 2023

6/10 Okay

Cruz

Liked: Cleanliness
Disliked: Staff & service
The check in is my only complaint. Check in was at 3pm. I waited in line exhausted to finally get room keys at 5pm
Stayed 4 nights in Jul 2023

8/10 Good

Victor

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked the layout and all the restaurants But was not allowed access on days reserved for preferred guest. (ALL inclusive)
Stayed 7 nights in Jul 2023

4/10 Poor

Ervin Mauricio

Traveled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
We were there 3 days before they closed down for renovations but it was not posted anywhere. Wouldn’t have gone if I knew. Resort looked abandoned. Property definitely needs updating
Stayed 2 nights in Jul 2023

2/10 Terrible

Juan Carlos

Traveled with partner
Liked: Amenities
Disliked: Staff & service, property conditions & facilities
They said they were going to remold they weren’t fixing anything. They water from tub took like 20 minutes to go down sink faucets were broken. We had to called everyday for them to come clean the room and get new towel and take the used ones out. Housekeeping was horrible
Stayed 4 nights in Jul 2023

2/10 Terrible

Akhil

Traveled with partner
Liked: Amenities
Disliked: Cleanliness, staff & service, property conditions & facilities
The food is not good
Stayed 3 nights in Jul 2023

10/10 Excellent

Nelson

Liked: Cleanliness, staff & service, property conditions & facilities
Been here twice and loved it both times, sad that they are closing
Stayed 3 nights in Jul 2023

2/10 Terrible

Gloria E

Traveled with group, Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Rooms are in bad condition!!plus the humidity smell made me and my daughter sick!!I would never go back!
Stayed 7 nights in Jul 2023

8/10 Good

Caridad

The staff very nice, the beach is absolutly beautiful, the pools and the bars were 7 out of 10. My recommendation is to improve the variety of food at the bufet. Overall, very nice place to stay.
Stayed 2 nights in Jul 2023

2/10 Terrible

Mauricio

Traveled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The worse hotel th
Stayed 5 nights in Jul 2023

2/10 Terrible

Gabriel

Traveled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
No Mexican food, limit food, old room, limit bar,
Stayed 3 nights in Jul 2023

10/10 Excellent

Clinton

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Jul 2023

2/10 Terrible

Bholanauth

Stayed 3 nights in Jul 2023

2/10 Terrible

Alma

Stayed 3 nights in Jul 2023

2/10 Terrible

Amelia

Disliked: Property conditions & facilities
Stayed 3 nights in Jul 2023

4/10 Poor

Victor

Traveled with family
Liked: Staff & service
Disliked: Property conditions & facilities
Staff and service very good. Conditions in the rooms not a good, need maintenance and remodel.
Stayed 7 nights in Jul 2023

6/10 Okay

mauricio A Umana

Traveled with group
Liked: Staff & service
The property it is in a nice area, but the building is too old and a lack of maintenance, is time to put some care. Public areas were so hot! The room can use update furniture and bathrooms. The food and employees are average
Stayed 3 nights in Jul 2023

4/10 Poor

Lior

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 4 nights in Jul 2023

4/10 Poor

Sandra

Traveled with family
Disliked: Amenities
There was not a lot of variety of food and some restaurants were not open. The lighting in the room and around hotel was too dark. Not many activities to do.
Stayed 2 nights in Jul 2023

8/10 Good

Pedro Rossi

Traveled with family and small children
Liked: Cleanliness, amenities, property conditions & facilities
It is good for the price but it was not what I expected It's good for the price but it wasn't what I expected () the beach is beautiful but the service lacks a lot to be good, many people who work there…it seems that they don't like what they do and they treat you as if they were doing a please when serving you since you don't pay anything cheap for that attention ... otherwise the restaurants are good, most of them were buffet ... very rare à la carte I was 5 days and of the 5 only 2 days I could eat à la carte ... yes I recommend if you want to go to a nice beach
Stayed 4 nights in Jul 2023

2/10 Terrible

Fady

Stayed 5 nights in Jul 2023

2/10 Terrible

Zulema Barreto

Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
This hotel is overall terrible. My expectations were completely destroyed as soon as I walked through the door of the hotel. Just to give you an idea, there is no ac in the hotel. I did not like anything, this hotel is horrible. They should shut it down right now. In fact, they are shutting it down in a week. This is completely unacceptable. There were only 2 restaurants that were available to eat at and the rest were all closed. The only thing that was OK about this hotel was the staff. Some of them were really polite and understanding. While the others had bad tempers and gave bad service. They shouldn’t allow any more reservations for this hotel. Overall I had a horrible stay.
Stayed 7 nights in Jul 2023

6/10 Okay

Daniel

Traveled with partner
Liked: Cleanliness
Overall property is average
Stayed 2 nights in Jul 2023

10/10 Excellent

ANNA KATARZYNA

Liked: Cleanliness, staff & service, property conditions & facilities

10/10 Excellent

Raudel

Stayed 6 nights in Jul 2023

4/10 Poor

VENKATESWARA RAO, portland

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Front desk staff are very unfriendly and they will make you wait for hours in the lobby , but will not provide room even after 3PM of your check in time and most of the restaurant have a limited items in the menu and we found that at least 2 of them are closed in a day and non of the are available for breakfast
Stayed 4 nights in Jul 2023

10/10 Excellent

Ayebatonye

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked that the staff were friendly and ready to provide assistance
Stayed 2 nights in Jul 2023

10/10 Excellent

Alan

Liked: Cleanliness, staff & service, property conditions & facilities
👍
Stayed 3 nights in Jul 2023

8/10 Good

ANNALIZA

Traveled with partner
Liked: Cleanliness, staff & service
The staff were mostly friendly and accomodating. When you’re lounging by the pool area they never fail to ask if you want any drinks. They appoach you and ask even if you’re not calling them. Excellent Customer Service! I love how the resort is layed out. They have 3 olympic size pools. HUGE pools which were not stingied. The swim up bar is very cool and refreshing. The bartender was friendly and would always ask if you want any more drinks. As you enter the hotel, the lobby is huge! I like it because its refreshing although AC is not running in this area as they are using natural breeze. They have one Buffet resto called “ Carnival buffet” it serves breakfast lunch and dinner. Food was okay.They also have Mexican resto, Italian resto, French resto, and the Barefoot grill that serves American burgers, fries, Hotdogs, etc They also have Japanese/Chinese resto that serves Asian foods. I read reviews about this resort before we came. To be fair, some reviews were exagerated. This is not a newly built resort and you will notice the rooms need updating. But for the prize it offers one should not expect a five star physical look of the property. I think it is only fair for the resort. I mean they’re Gym is fully updated, very clean, and have the most fantastic view ive ever seen in my travels! The threadmills and ellipticals were facing the sparkly green clear waters of the Mexican Carribean! I went to their gym daily. Over all, we had a relaxing, comfortable stay!!!
Stayed 4 nights in Jul 2023

8/10 Good

Miguel

Traveled with partner
Liked: Cleanliness, staff & service
Great place and location, awesome pools and decent restaurants!
Stayed 4 nights in Jul 2023

2/10 Terrible

Lissette Terrones

Disliked: Cleanliness, staff & service, property conditions & facilities
I don’t know even where to start. This hotel is disgusting, some of the staff was rude, I even found 2 cockroaches in my room once I arrived. The pool is literally falling apart, the only positive thing I can say about this place that the beach was beautiful, but that’s it. I will never stay at this hotel again. Not ideal to stay with your family. Definitely staying somewhere else next time I decide to go to Cancun.
Stayed 4 nights in Jul 2023

10/10 Excellent

Daniel H

Stayed 4 nights in Jul 2023

2/10 Terrible

Grisena

Stayed 3 nights in Jul 2023

8/10 Good

Amy

Liked: Cleanliness, staff & service, property conditions & facilities
I liked the wide variety of dining options.
Stayed 2 nights in Jul 2023

6/10 Okay

Lorena

Traveled with partner
Liked: Staff & service
The staff was great but overall rating is average, can improve on some remodeling
Stayed 7 nights in Jul 2023

10/10 Excellent

Emanuele

Stayed 5 nights in Jul 2023

8/10 Good

Onyenachi

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The staff was super friendly. They upgraded our room upon arrival. The food obviously wasn’t the best but there’s options and I actually was pleased with some of the food. I opted for Fish at most of the restaurants. Overall I enjoyed my stay
Stayed 4 nights in Jul 2023

4/10 Poor

Verified traveler

Traveled with family
Liked: Staff & service
Disliked: Property conditions & facilities
Left lots to b desired.
Rooms are in dire need of updates. Pools and beach are nice. Will not return.
Stayed 5 nights in Jul 2023
Response from Diana Garcia. on 2023/7/17
Dear guest On behalf of the team, we would like to offer our deepest apologies for the inconvenience you encountered during your stay with us, rest assure that our management will be informed and we are confident that the proper actions in the corresponding areas will take place. Best regards

8/10 Good

Bee Jay

Traveled with group
Liked: Staff & service
Stayed 5 nights in Jun 2023
Response from Diana Garcia. on 2023/7/12
Dear Guest, thank you for sharing your rating with us.Best regards from Cancun!

10/10 Excellent

Genevieve

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
My children loved everything about this place and had a great time.
Stayed 4 nights in Jul 2023
Response from Diana Garcia. on 2023/7/10
Dear Guest, thank you for taking the time to share your rating and comments, We are very happy to learn that your litte travelers enjoyed our explorers club experience.Our family looks forward to welcoming you back soon!

10/10 Excellent

Jose

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Jul 2023
Response from Diana Garcia. on 2023/7/10
Estimado Jose, gracias por compartirnos tus calificaciones, nuestra familia espera recibirte nuevamente pronto. ¡Saludos!

2/10 Terrible

Beatriz

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
The hotel's location was superb and the staff had a pleasant demeanor. Unfortunately, the check-in process took a lengthy two hours, and it took an additional hour and a half for our luggage to arrive. Despite our eagerness to dine at three different restaurants, we were denied due to weather conditions. The food quality was subpar, and the drinks were unsatisfactory with a rating of 3 out of 10. The drinks were diluted and contained artificial flavors. The bed had some stains that were questionable, and the building was out of date.
Stayed 2 nights in Jul 2023
Response from Diana Garcia on 2023/7/10
Dear Guest, We regret to learn that your experience at our hotel was far from pleasant, be certain that your feedback will be shared with our Executive Committee and we are confident that the corresponding action will take place.Kind regards

10/10 Excellent

Janice

Liked: Cleanliness, staff & service, property conditions & facilities
This was a nice relaxing holiday. The people at the resort took all the stress out of a holiday by being the best hosts.
Stayed 7 nights in Jun 2023
Response from Diana Garcia. on 2023/7/4
Dear Janice, Thank you for taking the time to share your comments. We are very happy to learn that you enjoyed our caribbean experience provided by our staff; rest assure that we will be sharing your kind words with each of them.Our family looks forward to welcoming you back soon!

8/10 Good

Patricia

Traveled with family and small children, Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Restaurants had a long wait and food was mediocre. Room was outdated and dirty. Staff was amazing.
Stayed 4 nights in Jun 2023
Response from Diana Garcia. on 2023/7/7
Dear Guest, Thank you for taking the time to share your rating and comments. We are very happy to learn that you enjoyed the experience provided by our staff; rest assure that we will be sharing your kind words with each of them, on the other hand, we offer our sincere apologies for our failure to deliver a memorable experience, both in food and facilities. We assure you that your feedback will be shared with our Executive Committee in order to take immediate action in the areas indicated. Best regards from Cancun

6/10 Okay

Diana

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Room smell really bad restaurants they served very little variety off food and in the 'a la carte restaurants they took a long time to serve
Stayed 4 nights in Jun 2023
Response from Diana Garcia. on 2023/7/7
Dear Diana, On behalf of the team, we would like to offer our deepest apologies for the inconvenience you encountered during your stay with us, rest assure that our management will be informed and we are confident that the proper actions in the corresponding areas will take place. Best regards.

2/10 Terrible

Horacio Orozco

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Stayed 6 nights in Jun 2023
Response from Diana Garcia. on 2023/7/5
Estimado Horacio, gracias por compartirnos sus calificaciones, lamentamos mucho enterarnos de que su estancia estuvo lejos de ser memorable y le aseguramos que estaremos compartiendo esta calificación con nuestra gerencia general.Saludos Cordiales

6/10 Okay

Collins

Traveled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
Staff was great. Resort needs a makeover.
Stayed 5 nights in Jun 2023
Response from Diana Garcia. on 2023/7/7
Dear Guest Thank you for taking the time to share your rating and comments. We are very happy to learn that you enjoyed our destination as well as the overall experience provided by our staff; rest assure that we will be sharing your kind words with each of them. Thank you for also sharing your feedback, be certain that your comments are very valuable as they allow us to continue improving our product. Saludos desde Cancún.

2/10 Terrible

Edwin

Disliked: Cleanliness, property conditions & facilities
Hotel is worn down which explains some of the things that went wrong during our stay. However, it does not have to equal to the hotel being extremely dirty and not well mantained. We got there on a Monday afternoon and after being wowed by the views it was clear that cleanliness was not taken seriously at the hotel. All drinks were pretty much watered down, which is expected at all-inclusive but having stayed at many all-incl.. we could tell they were really forcing it. There was no chairs in our rooms so we asked for one and they brought us two chairs with severe stains visible from a mile away. Tried to move us to a different room and that one was even worst… even hotel employees told us customers have been complaining a whole lot. We lasted the night because we were going to get charge for it as penalty but transferred to another hotel next morning… best thing we ever did in Cancun was getting out of this hotel.
Stayed 5 nights in Jun 2023
Response from Diana Garcia. on 2023/7/7
Dear Guest We regret to learn that your experience at our hotel was far from pleasant, be certain that your feedback will be shared with our Executive Committee and we are confident that the corresponding action will take place. Kind regards

10/10 Excellent

Marcella D.

Traveled with family
Liked: Staff & service
Now Emerald was Awesome. I’m so happy I booked here after reading the reviews. Cons: Older property, Clean enough for standard, too many stairs, I have bad knees, they did not stop me from enjoying myself. Pros: The atmosphere of the hotel, beach location, and customer service make this hotel Awesome. They want you to have a great time and I did. Adult pool and smoking section was Awesome and was my spot. There are Lots of pools and a swim up bar. I went to the beach twice a day, the only thing that kept me away for the beautiful sandy salt water was the stairs but once down there it was worth it. The Buffet was okay, normal. The Restaurants were very good, lots of food options and the drinks were nice and strong and they make sure to keep them coming. I loved that part. I would recommend this hotel and visit it again in a heartbeat. I made lots of friends. I did not want to leave Now Emerald.
Stayed 4 nights in Jun 2023
Response from Diana Garcia. on 2023/7/7
Good morning Marcella, Thank you for taking the time to share your rating and comments. We are very happy to learn that you enjoyed our Restaurants as well as the service experience provided by our staff; rest assure that we will be sharing your kind words with each of them. Thank you for also sharing your feedback, be certain that we will be sharing it with the corresponding areas in order to continue improving our product. Kind regards