TripAdvisor traveler ratingbased on 686 reviews
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
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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 rating686 reviews
Great friendly staff all around
One can hardly ever go wrong when spending time in beautiful Cancun Mexico. I can not say anything less than outstanding helpful and friendly staff in all aspects. This resort still needs some work in order to be the best AM Resort possible. The preferred rooms still need a bit of updating and we had some minor repair issues upon arrival. Our mini fridge did not work and our AC could have blown a bit cooler. It did take a second try to get the mini fridge fixed and the AC never did get cool enough for this middle aged woman. The meals were very good but not the best I have experienced at AM Resorts. One aspect of the resort I did really appreciate was the adults only section. My husband and I are empty nesters and the quite its our jam so to speak. I also really loved the preferred lounge. The bar tender made the best drinks around. Thanks for the calm peaceful rest before we returned to lock down here at home!!!
Overall trip was amazing. The staff was the big pleaser! The entertainment directors always knew how to get you involved and active with others on the resort and to keep you busy. They were very personable too. The buffet was overall good, bedside breakfast. Breakfast was lacking at this resort.
Major remodel needed
The food at the theme restaurants was very good. The pools were also very nice. The staff was friendly and tried hard to accommodate us. Unfortunately, the rooms smelled musty, the decorating was outdated, the facility is in need of repairs and the buffet food was not good. Since the bad outweighs the good, we will not return. Conversations with other guests indicated that this was a unanimous feeling. There are numerous resorts in Cancun so there is no need to consider this one.
Love and Life
The good; service, staff, veiw from the room, pool options, the spa, variety of restaurants and food options. The bad; renovations ongoing, doors slamming closed can be heard in the rooms, Plumbing issues, more seasoning and spice options at food areas needed.
We recently stayed at this hotel from February 25th, 2020 - March 3rd, 2020. What was supposed a well-received hotel, turned into an overall total disappointment. Entering the lobby made us realize something wasn't quite right. We were told that the hotel was remodeled, but nothing we saw looked to be the case. Instead of being welcomed, we were pulled from one of the staff and tried to convince us to purchase a timeshare. I found highly unprofessional, but I decided to brush this off as it was just the beginning of our visit. Making our way into the room we were welcomed with an 80's aesthetic, old air-conditioner, and odd accumulation of moisture in the room; it came to the point where we felt this moisture on the tile-flooring. We nearly had a heart attack after seeing a poor upkeep of the bathroom: dated, rusty bathtub, no shower, and mirror above the sink was super old. With posthaste, we made our way down to the lobby for room change request. We expressed our disappointment with the room and felt lied to as the hotel was considered a 6 Apple location. As a way to compensate, they offered us a room upgrade for another $200 per night. I walked away in more frustration to think about their offer. After a sleepless night in wet sheets, I went back down to talk to their manager. He understood my frustration and offered us a free room upgrade. He was also honest enough to tell me the place was under new ownership just 4 months ago. This made perfect sense after seeing poorly organized the staff was. Every morning we would be constantly stopped to attend a timeshare presentation. This is honestly the last thing you'd want to be pestered about on your vacation. In all my time vacationing in Mexico, I've never experienced such an unfriendly and sad staff. Selection of alcohol was lacking, it was hard to find towels with only two locations, lack of nightlife, with the only thing keeping us going was the beach. Don't let anyone fool you. This is not a 6 Apple resort. I will never visit this hotel again.