TripAdvisor traveler ratingbased on 12075 reviews
LocationRiviera Maya - Beach
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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 - Student Groups (Spring Breakers) are not permitted at Hotel.
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.
Ratings & reviews
TripAdvisor traveler rating12075 reviews
This is based on pure customer service.
I called the front desk today at around 1:18pm and was put on hold for 10 minutes. I hung up and called back and then I was transferred a total of 8 times before someone spoke to me. I let the lady who answered the phone know I was checking in this Friday (7/10/20), and wanted to inquire about an upgrade to the preferred club. I asked about the benefits and extra amenities that come with the preferred club upgrade. She told me private check-in, bigger room with a separating door, and a pillow menu. I asked her is that it? She said yes, that is it. I then proceeded to ask her what about the private infinity pool, the exclusive restaurant that you can eat breakfast at, and top-shelf liquor upgrades. She told me oh yes, that too. So, I asked her was there anyone else around that was more knowledgeable about the preferred club that I could speak to before I spend extra money and she hung up on me. First impression on your resort is that it offers terrible customer service. I will be including a full review of your resort (including this first occurrence) on all travel review sites and my social media. I am very upset that our trip hasn’t even started, and I am no longer thrilled to stay at the NOW JADE RIVIERA CANCUN.
Now Jade riviera Cancun, vacation
The second time we relax with my husband at this hotel. All at the highest level! The staff is attentive. The kitchen is great! Great hotel location! I would especially like to mention the employee of the beach waiter Ivan - a great guy, well-mannered, sociable, nimble and a delicious cocktail will make and chat! Pleased with the most delicious cappuccino in Mexico! Recommend.
We are a family of 5 from England and stayed for 2 weeks from the 10th of August 2019. This was my 4th time to Mexico, and I love everything about it from the weather and culture to the food but more importantly the people! They are so friendly and accommodating it really just tops of a holiday in my opinion. This was our first visit to Now Jade and from the moment we arrived we were not let down. Bubbly and mocktails on arrival after a long journey were very welcomed indeed. After being led to check-in we were greeted by a smile. Having booked a family room garden view through TUI (no sea view rooms available) we were offered an upgrade. (I did email the hotel in advance hoping for this option) We were not pressured and were given a tour before committing also...but what an upgrade it was! Overlooking the main pool with views of the golden sand and turquoise and blue waters it was worth every penny. (Rooms 1423 and 1424) The family room was 2 adjoining rooms with a Queen size bed in one, 2 doubles and a single for our 3 children in the other. The rooms are very spacious and well laid out. Being a family of 5 having 2 bathrooms, 2 lounge areas just gave us all the space we required when on holiday a family could wish for. A few minor issues like the remote controls not working and the safe needing new batteries were really not an inconvenience and is expected in everyday life. Having been privileged to travelling to many countries in my adult life and sampling some wonderful all-inclusive hotels I can honestly say that this hotel is without a doubt top of my list for food! It’s is AMAZING! now everyone’s pellet is different, and some may not agree with me! But for me and my family wether it was room service on the first night after a long day of travel or cheeky fresh Tacos at breakfast I was blown away! The service that went with this was phenomenal! Every restaurant we went to nothing was too much, we were waited on hand and foot! During the day we made special friendships with Emiliano, Edgar, and the team at the Carnival buffet, but Jorgé was adored by the kids and ourselves. Such a lovely young man who, along with Emiliano and Edgar made it very special. Thank you guys; you, your team and Manager were exceptional. In the evening we loved the option at turning up at any one of the al a càrte restaurants to eat and not pre booking 24hrs or a week in advance! Only once was there a wait for the Italian (you get an electronic buzzer for when your table is ready) in which we were told the French restaurant had a table if we required by the lovely Vianey. After agreeing we would like to reserve that table we walked across and were met by Hector who is a credit to the Hotel with our table waiting...5 minutes later Vianey showed up to make sure we were ok! It’s them little touches that mean so much and I could go on and on about all the good and positive things but won’t bore you as I’m sure you get the gist. The entertainment team were amazing, David (Dave) Dylan, Christian, Lisa, Chino, Leornado, Josè, Alberto (sorry if we’ve forgotten any names) are just so good at what they do, if you want to interact then they make it so much fun..if you don’t then they are respectful and leave you be. They made us and the kids feel so energised, whilst always making us laugh and being accommodating with various activities including our daily beach soccer games even if it was not on the day’s itinerary. Shout out to all the amazing people we made friends with from playing the beach soccer...Kelly and family from Canada, Alberto and family from America, Carlos and family from Ecuador...we shared laughs and drinks with so many friendly and amazing people from all over the world including our home country. Kids Club! Princes Anné, Giio and Lisa were just amazing, friendly, bubbly and the kids just loved them. Our Daughter made a special friendship with the daughter of the manager of the hotel, Mr David López. She spent much time in our company and was a pleasure to have with us and like every Mexican we have met had the most impeccable manners and fun about her. Mr López even came to see us before we left which was a lovely personal touch. The pool Manager was so friendly and nothing was to much for him or his team. The poolside waiters and all bar staff were amazing and we never had to wait for a drink....I really could go on and on and even though I have mentioned so many people I must say that everybody from the concierge team to the maid service are a credit to the hotel. All in all, we had the best holiday ever and surprised the kids by rebooking this year for 2 weeks again in August...they were absolutely ecstatic when we told them. Unfortunately, we believe that the terrible Covid-19 may put a stop to this as no flights or travel insurance will cover our trip and the hotel may not even be open. We really hope that everyone involved within Now Jade are ok and that this doesn’t do too much damage financially to what is a wonderful resort...we may not see you again this year but I promise we will be back! (Anyone forgotten or any misspelling of names, my sincere apologies) Justin, Aimi, Archie, Jessica and Iwan.
My daughter was turning 16, she wanted a Hollywood theme sweet 16 party after pricing the dress, venue, menu, party planner, photo booth, DJ and everything for this theme I was at about 9000. My daughter an A student never gave me any problems, I had no issues; however I gave my baby a choice a party or trip of her choice. My daughter picked Cancun and with our Tavel Agent assistance we ended up at the Jade Now. On her special day they placed a birthday banner on the door. She went to the spa and I surprised her with a steak & lobster dinner on the beach. The escort was beautiful, very clean, the staff was nice to us and he lobby smelled sooooo good, I just have one question if anyone can share that scent with me. I would highly recommend this resort. I did refer a friend and her family who also had an amazing time. I love the fact all the restaurants were good and no wristbands. Again if someone in the hotel can just share with me the lobby scent.
Wonder Wedding, Excellent Resort
My husband and I had a small destination wedding on March 18th amidst the corona craziness. I have to say the resort did a great job of making us and our guests feel comfortable, there were sanitizing stations at every food and beverage area as well as main public areas like reception, etc. In terms of the resort itself, it was fabulous. This was our second time at Now Jade (the first time was seven years earlier) and it did not disappoint. The beach/grounds are beautiful, the facilities are clean, and the staff is great! The buffet had a great breakfast, we ate there every day with our server Eduardo - he was a ray of sunshine first thing in the morning and we ate lunch almost every day at Castaways with Edwin who was an absolutely fantastic server. Both waiters' kind and personable service made us want to go back to the resort soon. We stayed in the preferred section as the bride and groom and appreciated having an adult-only pool. The main pool was only loud for about an hour a day, but having the preferred section was wonderful. There were plenty of chairs on the beach and we never had to hunt for shade. The restaurants for dinner were excellent. The food and service were great. As for the wedding - we had a very small wedding on the beach and dinner at the French restaurant. Jaqueline took care of everything. She was wonderful. I had my nails and makeup done by Fanny in the spa - I would highly recommend her. I was very nervous about getting my makeup done without a trial run, but Fanny was great. She listened to want I wanted, my makeup was simple (not too heavy) and done with professional quality. I would request Fanny if you are getting your make up done at the spa.