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An elegant haven of relaxation situated in the heart of Cancun's hotel zone, the Now Emerald Cancun will offer a unique Unlimited-Luxury® experience. Facing the Caribbean Sea on a white sand beach, this family-oriented resort combines lush nature with modern world-class facilities. The resort is located a short 8.2 mile-drive from Cancun International Airport and was recently renovated in 2019.
LocationCancun Hotel Zone - Beachfront
General policies & fine print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Student Groups (Spring Breakers) are not permitted at Hotel. A student group consist of those that travel without parent supervision or a responsible adult in each room. This could refer to but not limited to high school students or college students booking multiple rooms. The hotel reserves the right to deny lodging to any reservations of this type.
Ratings & reviews
TripAdvisor traveler rating764 reviews
The place is a lot older than the pictures show
First, the best memories from this place will definitely be from the staff! The people that works there does make you feel like they care - especially in the restaurant. The room did not meet our expectations as it was so much older than the picture shows and wasn’t spotless clean. The air conditioning was the LOUDEST one we ever had! It was impressive! The food was not amazing, And last but not least - the beach was crawling with dealers which made lots of sense as we were required to sign a form specifying it’s not allowed to take drugs in the hotel! So you can imagine the crowd more or less.
Amazing staff and experience
My partner and I had such an amazing time during our time here! The staff was awesome, Tito, Miguel, and Yosmar were so sweet and very attentive every time we entered the dining area. The place was also very clean and made me feel safe during a time so unprecedented with travel.
Our trip to Mexico was our first experience out of the country and we were not impressed with Now Emerald or Apple Vacations ratings. We thought we were getting a good deal as Now Emerald was rated 6 Golden Apples. By the end of our two day stay at this resort, we rated it 6 Rotten Apples. I want to begin my review by mentioning the positives about Now Emerald. When we first arrived to the resort, we were pleasantly greeted by staff, given champagne, and escorted to the front desk to check in. The entrance to the building looked amazing and we were excited to begin our week stay at such an amazing resort. The ocean view was absolutely beautiful. The staff we encountered during our stay were very pleasant and mostly helpful. I want to give a huge shout out to the front desk and entrance staff. Manuel was always around to help guide us to where we needed to be and was very informative. I would also like to give a huge shout out to Edwin from the entertainment staff for being energetic, personable, and helpful. Lastly, I would like to give a shout out to Alex who provided us with an amazing chair area and towels. Alex turned our chairs when the sun changed and rolled our towels into pillows. The resort was also able to cook our mutton snapper we caught on our fishing charter excursion which was delicious. Now that I have talked about the positives while we stayed at Now Emerald for what felt like two long days, lets dive into the negatives and disappointments. When we arrived, our room was not ready. The entrance staff was semi pushy about getting us to buy into a timeshare deal which we voiced several times we were not interested nor did we want to waste our time listening to a speech and being taken from the resort. We were asked to come back in about 2 hours to check to see if our room was ready. Although we were able to use all of the amenities at the resort, we had no idea where anything was located. We were supposed to receive an upgrade on our hotel room upon arrival and were never given an upgrade, only the room we booked. Our room was not in the best of shapes. Our room door would not close all of the way, leaving a gap on the top and side of the door. The air conditioning in the room was very poor. The overall condition of the resort after leaving the lobby was very poor. Every morning, we woke up to everything in our room being damp from the moisture in the air. We were told there was no construction or renovations going on but everyday there was staff on our floor painting and stripping the floors which smelled terrible. The pools were ice cold and barely able to swim in. While on the beach, several people kept trying to sell us souvenirs and drugs after telling them NO. They continued to push, asking “How much you have”. The sellers were drinking and eating food from the resort which was very disappointing as well. We were guided to the AMSTAR rep for our extracurricular activities and were excited about booking a fishing charter. My husband and I are advent fishers. We were very disappointed with the experience. We were connected with a Captain from El Cid Marina. We arrived on time at 7 AM and checked in. We waited on the dock of the Marina for 40 minutes before being greeted by our captain. Why would you have us get to the marina so early to have us stand around and waste vacation time? My husband asked how the wave conditions were and we were told “A little choppy” by the captain. Let me ask you, do you consider 9-10 foot waves a little choppy? I know we don’t. We were going to book a charter at least one of the days while we were on vacation, my husband also planned on going fishing several times during our vacation but ended up not. They could have easily asked us to come another day that was going to be better during our stay but instead chose to take us out into the ocean. I was sick the entire charter and the captain and first mate could have cared less. They also did not have as many lines in the water as they should have with only one line with the bait skimming the top of the water. My husband also told the AMSTAR rep that we wanted to catch multiple fish and wanted to go reef fishing. The AMSTAR rep told him of course and we thought that was the fishing charter that was set-up. Well, it wasn’t. We understand the art of fishing and just because you go out, doesn’t mean you’re going to catch anything. We only caught 4 bonito, 1 mutton snapper, and a bull shark. The first mate reeled in the first bonito without hesitation. We were not allotted or asked if we wanted to take pictures with or keep the bonito. They were thrown into a bucket and used as bait fish. The entire time the shark was being reeled in the captain and first mate were very “pushy” about sending the shark to their taxidermy and brought back to the U.S.A. as a wall mount. We told them several times “No”. They continued to “push” towards the taxidermy and it became very irritating. We left our charter early as everyone was not feeling the best with the wave conditions. When we got back to the Marina, we were told they would cook our mutton snapper at the Marina after a $10/person fee was paid. My husband and I paid the fee and were then told to wait for a golf cart that should only take about 5-10 minutes. Well, Mexico must work on a different time line because we again waited about 40 minutes for our golf ride where we were taken to a restaurant at the resort next to the Marina. Well, the restaurant was closed and would not be open for another 20 minutes. What a joke this place is turning out to be. We ended up walking back to the Marina as we couldn’t get any help from anyone at the resort we were dropped off at. We demanded a refund for the meal and our AMSTAR ride back to our hotel where we were hoping to be able to eat our mutton snapper. We voiced our concerns to Manuel and the AMSTAR rep once were back to the hotel. The AMSTAR rep could have cared less about our experience and seemed annoyed that we were even complaining. With everything going on, we asked to be connected to someone from Apple Vacation in which we could make our complaints to with hopes they would make this stay right. We were not guided to anyone or given a number in which we could call to make complaints. We could not even call the US number for Apple Vacations as our phones wouldn’t let us call out to a 1-800 number. We were not given any information as to what restaurants were open or activities that were provided at the resort. The wait time for food at the restaurants was horrible. From being seated at the table until we were done eating took at least 3 hours. The beginning of our vacation was a complete bust and was very disappointing. After wasting the first two days of what was supposed to be an amazing and relaxing vacation, we were transferred to another resort in Riviera Maya which provided us with a much better experience. I will NOT be recommending anyone to stay at NOW EMERALD and give this resort a rating of 6 Rotten Apples.
Family Vacation-Place Did What it Could
I decided to plan a quarantine getaway for my family by using my Unlimited Vacation Club package and found that this place was the cheapest for 4 nights 5 days. I had read all the reviews and knew going in that this place was an older location that is still being renovated. Here is what I thought when I got down there. When we got there we thought the lobby was immaculate. Very clean hotel with a great bar off of the lobby and we were greeted with Champagne while we waited to check in. We checked in and our rooms were not ready. No big deal we went to go get some food at the grille off of the pool. The burger that we had was probably the best thing we ate all week long. This location has great pools! The swim up bar in crazy good and the bartender Ricardo was fantastic! The pool side guy is great too Juan his name was. Service all around was great. Not a lot of activities though. They try, but the place is so crammed in and you would never know there were activities if you didn't look at the board. Food was very Meh. Be prepared to wait a LONG time! Only 3 of the restaurants are open at a time. Place is a 45% capacity and the Staff is only at 20%. They as hustling ass and do try to make it work for you. All in all it was an alright vacation and my wife and I are silver members so we have a nice piece of the pie. We love UVC!
1- activities are great. Ms. Brisa and Edwin they were really really nice. They deserve five stars. From Karyoke to Volleyball to Bingo, to Playstation etc lol. Smiling and nice people. 2- Clean. The hotel is very clean and sanitzed. 3- only downfall about the place. Not very good food. The drinks are not tasty. Ans buffet is the same and boring. It is clean and fresh but not many varieties. Overall it was a good little vacation. But again Brisa and Edwin made it whole worth if for us.