Ratings based on 479 Verified Reviews

They paid and stayed. We double-checked.
4.3 out of 5
86% of guests recommend
4.6 Room cleanliness
4.4 Service & staff
4.4 Room comfort
4.4 Hotel condition
They paid and stayed.
We double-checked.
3 out of 5
by A verified travellerfrom canada

Really disappointed

Posted 26-Jan-2015
it was hit and miss on quality of staff, there was only only guy at the front desk who seemed polite and he was actually beyond awesome, I don't recall his name unfortunately. We were told our room wouldn't be ready for hours and when we checked again shortly there after he made sure we got one. Everyone else seemed to not really care about service. The room had an incredibly musty and mold smell which was over powering. The food was not good at all which again I was very disappointed in, didn't have any really flavor and became ill half way through as did my companion. This was my first time in Mexico and expectations were not met at all.
4 out of 5
Recommended
for Everyone
by A verified travellerfrom Shanghai, China

Hotel right by the beach

Posted 25-Jan-2015
Need steel bar handle for the bath tab area. Buffet gets cold quick. Staff all very nice and helpful. Just the right size hotel for our vacation. A lot daily events during the day and night. Love all the night shows. Enjoyed dance lessons. Too bad not enough time to try out everything. We sure will be back again. We paid a little extra to upgrade to perfer guest service, I am glad with it.
5 out of 5
Recommended
for Everyone
by A verified travellerfrom WISCONSIN

ENTERTAINMENT STAFF AWESOME

Posted 25-Jan-2015
Pros: ENTERTAINMENT STAFF
Cons: MAYBE WORK ON THE FLOOR OF POOL IN SOME AREAS TILES WERE VERY SHARP
POOLSIDE STAFF WAS AWESOME, EXCELLENT FOOD, VERY GOOD SERVICE WOULD HAVE NO PROBLEM STAYING AGAIN
5 out of 5
Recommended
for Everyone
by A verified traveller

awesome

Posted 21-Jan-2015
awesome place, wonderful staff. our second home!!!!
Comment from Hotel Management
23-Jan-2015 by Olivia, Hotel Management
Dear Guest, Thank you for sharing your feedback with us through Expedia. We hope to welcome you back to your second away from home. With kind regards, Olivia Rodríguez Social Media Coordinator
3 out of 5
by A verified travellerfrom Edmonton, AB

Some disappointments.

Posted 21-Jan-2015
Pros: The large lobby - the staff - the food was fine - the room was just ok as to comfort.
Cons: Contribute to changes in ocean environmental control over both land and ship pollution.
Location: Close to the airport - we go for the beach and a swim in the pool and ocean. The off beach snorkel trip was perfect (other than the amount of garbage)
Eight of our party of 42 became violently ill.- The ocean (beachfront) was littered with sunken an floating garbage. No privacy from other suits on our balcony and, they could see into our room from their balcony. Only one pool (with a swim up bar, causing concern with water quality).
Comment from Hotel Management
23-Jan-2015 by Olivia, Hotel Management
Dear Guest, Thank you for sharing your comments with us through Expedia about your recent stay at our resort. All of the comments are addressed to the operations staff to improve our service in every possible way. We sincerely regret reading that you were sick during your stay. We are not sure if you visited the resort Doctor to assist you, however, we would like to reassure you that our hygienic procedures have the highest standards and to point out that our resort undergoes regular internal & external inspection with food safety and rigorous quality control practices Please know, your feedback will be shared with the appropriate managers for further review. Thank you again for visiting us and we hope to get a chance to exceed your expectations in the future. Sincerely, Olivia Rodríguez Social Media Coordinator
4 out of 5
Recommended
for Couples
by A verified travellerfrom Canada

Married at the hotel. Everything went as planned.

Posted 19-Jan-2015
Location: Went to coco bongo in playa. Amazing time. Went zip lining at Selvatica
Don't get me wrong when saying the hotel is great but there is a couple buts. There was garbage in the water when heading out to swim that's after climbing over a wall of seaweed to get there. So if your a huge ocean person find a resort much further down the coast line. The final hickup is how unsanitized the cups or glasses are at both the swing bar and beach bars. We took our own drink cups which was one of the smartest things we could have done.
Comment from Hotel Management
23-Jan-2015 by Olivia, Hotel Management
Dear Madam, Thank you for choosing to stay at resort and for taking the time to post a review of your recent stay. We would like to comment that the bars wash and disinfect the glasses, first they wash the glasses after that they put them in the disinfect area, however we will share your valuable comments with the F&B director. Thank you very much. We really hope to have the opportunity to welcome you in the near future. Cordially yours, Olivia Rodríguez Social Media Coordinator
4 out of 5
Recommended
for Everyone
by A verified travellerfrom Calgary Ab.

Hotel: Perfect size, not crowded.

Posted 18-Jan-2015
Location: Location to Cancun/Playa is good. About $45(us) either way.
Time is starting to catch up with some of the rooms. We had problems with our safe, fridge and the tub in the bathroom. For the first 5 days we could not swim in the ocean due to the excessive seaweed, and when it cleared you need to use extreme caution due to the under current. The staff is excellent, the food is good with a great variety of eating places. Kids area seems very well set up with lots of activities. Without children, if you can afford it I would suggest the preferred rooms with access to the adult pool. Quiet with an excellent staff. We used the ATM in the lobby and there was a $75(us) service charge? Not sure if this varies by amount withdrawn, we took $300. Be aware of your currency conversion, especially when dealing with vendors on the beach. Overall I would recommend this hotel.
Comment from Hotel Management
23-Jan-2015 by Olivia, Hotel Management
Dear Madam, On behalf of the entire staff of Now Sapphire Riviera Cancun and myself, we would like to take this opportunity to thank you for choosing our Resort, among all other within this destination, to enjoy your holidays in Cancun. We appreciate your time for sharing your valuable observation with us through Expedia. We will share your feedback with the Departments involved to improve our service in every possible way. Thank you for your wonderful comments about the staff and the Kids area. We very much appreciate your comments that help us to continue improving our facilities and services. We wish to be privileged to welcome you again. Best regards, Olivia Rodríguez Social media Coordinator
3 out of 5
by A verified travellerfrom California

Nice facility ... horrible food and horrible beach

Posted 12-Jan-2015
Pros: staff is wonderful and great activities for children
Cons: Food is horrible
Location: Worst beach in the area ... seaweed all over and rough sea However great snorkeling with boat at the reef if calm day
Great staff ... poor food and beach. Would not recommend this place because much better places to go close by that has better food for the price
Comment from Hotel Management
19-Jan-2015 by Olivia, Hotel Management
Dear guest, Thank you for contacting us through Expedia. Sorry to hear your stay was not of your total satisfaction, please accept our sincere apologies. Thank you for your comments about the staff. We will share your observations with the departments involved to improve our service in every possible way. We hope to have the opportunity to welcome you back and restore your conficence in our service. Sincerely, Olivia Rodríguez Social Media Coordinator
5 out of 5
Recommended
for Everyone
by A verified travellerfrom Houston, TX

Nice Family friendly hotel with beautiful beach

Posted 5-Jan-2015
We went with our 1 year old child and we had a great experience. The beach has beautiful white sand with turquoise water and there are plenty of palapas by the beach. Because of the winds there was sea weed on the beach some days, but it was still pretty. Very family friendly hotel. It has a huge pool. Food was good. No reservations required to access the restaurants, this made waiting time long for having a baby. Staff was friendly and helpful.
Comment from Hotel Management
9-Jan-2015 by Olivia, Hotel Management
Dear Guest, Thank you for your recent review and positive remarks in regards to your stay at the Now Sapphire Riviera Cancun. We are glad you enjoyed your stay. We are happy to hear of how our staff went above & beyond to make sure they were taken care of you. We look forward to welcoming you and your family back again! Best regards, Olivia Rodríguez Social Media Coordinator Now Sapphire Riviera Cancun
3 out of 5
Recommended
for Everyone
by A verified travellerfrom C

Family vacation

Posted 4-Jan-2015
Excelente for families with kids. Room Air Conditioning is controlled by Management and this makes it hard on guests. Many Mosquitos on room. Needed to use lots of repellant
Comment from Hotel Management
9-Jan-2015 by Olivia, Hotel Management
Dear Guest, Thank you for providing us with your feedback. It allows for us to evaluate our efforts and to know what procedures to continue and where to place additional emphasis. We would like to comment that every room has its own control. We suggest our guests do not open the terrace door to avoid the mosquitoes. We are not sure if you reported it with our housekeeping supervisor in order to fumigate the room. We hope that you will consider staying with us in the future and allow for us to serve you again. Best regards, Olivia Rodríguez Social Media Coordinator