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“Away from it all”

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Now Jade Riviera Cancun
Ranked #8 of 25 Hotels in Puerto Morelos
Certificate of Excellence
GreenLeadersSilver level
Reviewed November 28, 2013

We have just come back from a week at Now Jade for a wedding - a group of around 30 people. A few things really impressed me while we were there.
The resort has put some thought into the layout and keeping things quiet for most of the guests in the evening. There are 1 or 2 weddings a night there it seems, but unless you are right around the buffet area where the receptions are held you don't hear the music. The nightly entertainment is generally held away from sleeping areas too.
The food at the buffet is not the same each day. We kept going to the restaurants in the evenings, but would sometimes have a first dinner at the buffet to taste what was going on. Which leads to...
The gym was good! Not usually too busy, pretty good equipment. They have a lady who comes in every day except Sunday to give pilates classes who was good and able to remember everyone's limitations from the day before! There was also a yoga class that I didn't try out. There were lots of activities by the main pool and the entertainment crew was always ready to get a volleyball, dodgeball or soccer game together. At one point it was just a friend of mine and one other guest playing soccer with the rest being staff. We managed to stay pretty active - which was important with the previously mentioned first and second dinners!
The sand is like very smooth and they rake up any seaweed daily. But most of the beach directly in front of the resort is a bit rocky and not great for swimming, but 100 meters down the beach is amazing! You cannot walk into town along the beach from here so you don't get a bunch of people trying to sell you things as you sit on the beach. You can walk about 2 km down the beach away from town and as Jade Now is the second last resort right now, you are mostly walking past wilderness - very nice.
As other reviews have said Darius the bartender makes a mean drink and runs a fun bar. He was down by the ocean while we were there. Go find him! Ask for the Darius non-sweet special.
If you end up in a double room instead of a king room you can ask staff to push the beds together and they will come with new bedding and set it all up as one big bed for you!
The rooms were very nice and well laid out. The bathrooms were a very nice size but the water temperature cycled between whatever you wanted and scalding, so be warned in the shower.
One more note of warning, if you plan to play tennis bring lots of balls (or use the mostly okay ones from the desk) the fences around the courts are not very high and the balls fit through the chain link if hit at the right angle - we lost 12 balls into the swamp.

  • Stayed: November 2013, traveled as a couple
    • Value
    • Location
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3  Thank edosman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NowJadeRC, Social Media Coordinator at Now Jade Riviera Cancun, responded to this reviewResponded November 29, 2013

Dear Sir/Madam,

On behalf of the entire staff of Now Jade Riviera Cancun and myself, we would like to take this opportunity to thank you for spending your stay with us, among all others within this destination to enjoy your recent holidays in Cancun.

We would like to comment that all the feedback is welcomed to share it with the staff to improve our services. We are happy to hear you had a great time at Now Jade Riviera Cancun. Our Chef will be so happy to hear you enjoyed the food. The Entertainment team will be so happy to read you enjoyed the activities.

We very much appreciate your comments that help us to continue improving our facilities and services. We wish to have the privilege to welcome you again very soon.

Cordially yours,

Olivia Rodríguez
Social Media Coordinator
Now Jade Riviera Cancun

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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5,482 - 5,488 of 8,940 reviews

Reviewed November 28, 2013

We stayed for 10 days. We were very impressed by the grandure of the resort and our room but the service from the staff was far below par. Any time we needed something it seemed we had to argue with the staff. . For example it rained for three of the ten days. Every room is supposed to be equiped with an umbrella but ours was missing. We didn't receive am umbrella until the third NIGHT after raising a stink with the consierge.
We were unhappy that the resort was so far away from the town and the only transport available cost $90 dollars for our group, one way! We did have luck with getting "free" transport into Playa but we had to spend an hour at a jewelly shop, another 15 minutes listening to a kid talk about coffee and endure a "cooking" course with lasted another 15 minutes. All in all we got one hour to walk down 5th Ave and back, so we didn't get much shopping or sight seeing in.
The most annoying part of the trip was having a time share shoved down our throats. The woman who approached us explained that if we took a tour of the prefered side of the resort and listened to someone tell us, over breakfast, about the benefits of paying for the prefered side we would receive a nominal gift to use on the resort as we chose. The so called tour took 2 hours and was a complete waste of time. The only upside is that we did receive a hundred dollar voucher which paid for both of us to snorkel.
Our room was generally clean but we did have to call to have it cleaned after they neglected to come two days in a row. We also had room service one night and when we awoke there were ants all over the mainly empty dishes. Disgusting.
The resort had a lot of bugs. Not sure if they were sand flees or mosquitos but our entire party got eaten alive.
My boyfriend and one of his friends got serious cuts from something on the bottom of the pool but no one from the hotel bothered to dive and see what was there. We were convinced it was a piece of broken glass.
The service in the buffet was terrible. Very rarely did they bring a drink that was ordered and the coffee service was always incomplete -missing cream, spoons, etc.. They had bacon as part of the buffet only one of the days and it was hidden behind the omelet station the rest of our stay, which required standing around waiting for the guy to serve it.
We were disturbed late every night by room service bringing a program for the next day.
Our room was directly across from a resort that was being contructed and twice there were workers "peeping" in on us (once when I exited the shower -the blinds were quite sheer- and once when we were having a nap and forgot to close the blinds). One worker even had the nerve to wave at us when we discovered him looking in.
Dealing with the BD Travel agents was a nightmare. They gave us a ton of mixed information about excursions and information was always different depending on the agent.
The beach was rocky but I think they must have had a storm that took a lot of sand off the beach because I did see workers picking up the larger rocks.
The restuarants were phenominal and we were very pleased with the bar service. The room serivce menu was very good. The staff was friendly for the most part and we always had something to do (ping pong, volley ball, night time entertainment..).
We would definitely not go back to this resort and probably wouldn't recommend it.

  • Stayed: November 2013
    • Value
    • Location
    • Rooms
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1  Thank meggziec89
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NowJadeRC, Social Media Coordinator at Now Jade Riviera Cancun, responded to this reviewResponded November 29, 2013

Dear Sir / Madam,

Thank you for sharing your comments with us through Tripadvisor. We receive all the feedback from our guests and are addressed to the operations staff and executive committee.

We appreciate your valuable comments because this in the way we can know about our distinguished guests experiences as well as to have the opportunity to improve our service in all possible ways. The UVC staff will receive your feedback in order they know your feelings.

We are disappointed to know that some aspects of your stay were not up to your expectations and we sincerely apologize for shortfalls you experienced during the stay.

Thank you for your good comments about the Bar, Room Service and service provided by the staff

We wish to have the privilege to welcome you and recover your confidence in our service.

Cordially yours,

Olivia Rodríguez
Social Media Coordinator

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 28, 2013

This resort is for the one time guest and seems by service doesnt care if you return. BEWARE!!!!! The restaurants were very slow, check-in made no attempt to check me in even one minute early. Very few smiles to even make you feel welcome.

  • Stayed: November 2013, traveled with friends
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
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Review collected in partnership with AMResorts
2  Thank sudsy363
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NowJadeRC, Social Media Coordinator at Now Jade Riviera Cancun, responded to this reviewResponded November 29, 2013

Dear Sir / Madam,

Thank you for taking the time to share your review with us through Tripadvisor. We are sorry your stay did not meet your expectations and wanted you to know that your comments have been passed along to the appropriate department managers and supervisors.

We wish to have the privilege to welcome you and recover your confidence in our service.

Cordially yours,

Olivia Rodríguez
Social Media Coordinator

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 27, 2013

Friendly staff, nice rooms, but not too much to do other than beach, pool and a few water sports. Don't expect to go snorkeling on property. Don't buy snorkel or fishing trips from hotel source. You can take a short walk to Puerto Moreles and purchase these services for way less than half of the hotel prices.

  • Stayed: November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with AMResorts
Thank Kenneth Mr R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NowJadeRC, Social Media Coordinator at Now Jade Riviera Cancun, responded to this reviewResponded November 28, 2013

Dear Sir,

Thank you for taking the time to post your review on Tripadvisor. We are sorry your stay did not meet your expectations and wanted you to know that your comments have been passed along to the appropriate department leaders.

We very much appreciate your comments that help us to continue improving our facilities and services. We wish to have the privilege to welcome you again very soon.

Sincerely yours,

Olivia Rodríguez
Social Media Coordinator

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 27, 2013

My family just returned from a 7 day stay at Now Jade. This was our third all-inclusive experience, the second in Cancun and the first with a child, our 16-month-old daughter. While we enjoyed our time as a family, I wouldn't recommend this resort to ANYONE for a number of reasons:

1) We arrived early, therefore, our room wasn't ready upon arrival. We had to check in to see if the room was ready. Being on the preferred side of the resort, they should have better system to alert waiting guests when their rooms are ready.

2) Our room was only cleaned 3 of the 7 days we were there. In my opinion, there is no excuse for this. We left most mornings by 7 AM--8 AM at the latest-- and only came back for brief periods to collect our items for a day at the beach or to go to lunch. Most days, we came back to our room around 2 or 3 PM. That's plenty of time for housekeeping to get in and take care of things.

3) We were routinely disturbed around 9 PM when housekeeping came by to give us the activity schedule for the next day. This was particularly annoying due to the fact that our young child was always asleep at this time.

4) The buffet was a HUGE disappointment. There was very little variety. Also, NOW JADE HIDES the bacon during breakfast. You have to know to go to the omelet station chef to ask for BACON--a breakfast staple!!!! Come on people, we're not talking about caviar here.

At Mercure, open only for preferred members during breakfast, we had to wait 20 minutes for coffee as the there wasn't water available for the coffee maker that morning.

5) We got roped into an incredibly annoying sales pitch to join their vacation club. It was presented as a property promotion where we would get breakfast and $125 in coupons. Had we known it was going to be a "discount" vacation scheme, we wouldn't have attended. The worst part of the racket are the promotional coupons you receive for your time. We received $125 in "leisure cash" to use on tours/activities, room charges and the gift shop. We attempted to use our cash in the gift shop after being told that we could, without restriction, by the vacation sales team and one of the store clerks. Another store clerk, on a different day, informed us of a litany of restrictions. Essentially, we were only able to purchase useless souvenirs. NONE OF THIS WAS PRINTED ON THE VOUCHER OR COMMUNICATED TO US.

We were also told that we could apply the vouchers to room charges. Well, that didn't work out either. We argued with the front desk staff during check out about the situation and they weren't interested in hearing what we had to say. Finally, we decided to pay the charges and contest them later with our credit card company so we could leave the resort to catch our flight. Essentially, forfeiting the opportunity to use our vouchers. As we were getting ready to pull out, one of the front desk staff ran out and asked if he could have our vouchers so he could try to work with the gift shop on what went wrong. I told him, "No thank you, I'll take this matter up with my credit card company."

6) Bars weren't sufficiently stocked. On several occasions, they didn't have basics like red wine, bourbon and vermouth

7) The thermostat controls in the room didn't work properly.

Thank goodness we had great weather during our stay so we could enjoy the beach. Otherwise this trip would have been a complete bust.

Room Tip: The preferred side was great, in terms of room location. We were in building 7. Request the third fl...
  • Stayed: November 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Cheryl F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NowJadeRC, Social Media Coordinator at Now Jade Riviera Cancun, responded to this reviewResponded November 28, 2013

Dear Sir / Madam,

Thank you for sharing your feedback with the Tripadvisor community.

We would like to apologize for the disappointment and inconvenience you experienced during your stay. It is clear from your feeback that we have failed to meet your expectations and that it is not the true Now Jade Riviera Cancun standard that we continuously strive to maintain.

We do take all of the reviews we receive very seriously and those aspects of the property and service that we can directly affect, we will certainly look to improve.

Your valuable comments will be shared with the UVC staff. We sincerely regret you were not well informed about the coupons. Regarding your feedback about the leisure cash, we will share your remark with our front desk supervisor. Thank you for bringing this to our attention.

We very much appreciate your comments that help us to continue improving our facilities and services. We wish to have the privilege to welcome you and recover your confidence in our service.

Cordially yours,

Olivia Rodríguez
Social Media Coordinator

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 27, 2013

Resort was beautiful. Pools were great. Beach was nice. Food was great at Capers and Mercure. All other restaurants were just ok. Bars were ok. Not much to do after 6pm, which was ok with me but I can see how others might not be happy about it. We will probably not return since there are so many other resorts in the area.

  • Stayed: November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with AMResorts
Thank Morose2012
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NowJadeRC, Social Media Coordinator at Now Jade Riviera Cancun, responded to this reviewResponded November 28, 2013

Dear Sir / Madam,

Thank you for sharing your feedback with us through Tripadvisor. We are sorry to hear we did not meet your expectations of staying at our resort.

Thank you for your good comments about the Capers and Mercure Restaurants.

We very much appreciate your comments that help us to continue improving our facilities and services. We wish to have the privilege to welcome you and recover your confidence in our service.

Cordially yours,

Olivia Rodríguez
Social Media Coordinator

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 27, 2013

We stayed at the NOW Jade for my brother-in-law's wedding from 11/17-11/24 and overall had a good experience. The property is beautiful and the restaurants were AMAZING! We thought we might have an issue getting seated and having to wait awhile, but there were hardly any waits! We were part of a large group, so when we would have around 11-15 people that would be tough and could take up to an hour to seat, but they were very accommodating and happy to seat us. If you have 2 -4 people it’s not bad at all. The Italian and French were my favorite! The staff would go out of their way to make our stay enjoyable. The only negatives were: Our room wasn't ready when we arrived so we couldn't check in until around 6pm which was a bit annoying after a day of travelling. Everyone else in our group was able to get their rooms right away. To compensate us, they let us use the preferred club lounge until our room was ready, but that was nothing special. I’ve been to 6 other all inclusive in other countries and Mexico and usually the bartenders are very good and move quickly. Not so much here. My only complaint was the bar service. The pool bar was VERY slow and sometimes they wouldn’t even have someone down in the pool for 20 minutes! I would have to get out of the pool to go to the top and wait. They did have waiters walking around the pool but that could take awhile as well. Other resorts that I’ve been to, the pool bartenders rush around like mad and are very energetic and fun and that was not the case here. They barley smiled and didn’t want to talk to you, even with tipping. The only bartender that was great was Darius at the Mix bar! He was AMAZING and makes the coolest shots! He really makes sure you have a good time and moves around like crazy! I was so surprised how he remembered what I was drinking without even asking even when he was so busy! The rooms were fine. Ours had a few things wrong with it, light that was out, safe broken one day and we didn’t always receive the daily paper that told you what was going on, but overall nice, pretty room. Bathroom was great! My absolute FAVORITE part of the trip was the ENTERTAINMENT TEAM! David was absolutely wonderful! He made our stay and time by the pool so enjoyable and fun! We loved the “crazy games” they would play each day and bingo with David! He made bingo so much fun and we laughed so hard! David is going to school to learn English and you can tell he is really trying. He would ask us how to say certain things in English and then we asked him to teach us some things in Spanish. We really got to know him and he would come by and say hi to us everyday! He really made us feel like we were welcomed there! The Wedding was beautiful and seemed like everything went according to plan. Overall a good trip. Not sure if I would go back again? Maybe?

  • Stayed: November 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank MilwaukeeGal_12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NowJadeRC, Social Media Coordinator at Now Jade Riviera Cancun, responded to this reviewResponded November 28, 2013

Dear Sir / Madam

On behalf of the entire staff of Now Jade Riviera Cancun and myself, we would like to take this opportunity to thank you for choosing our Resort, among all others within this destination, to celebrate your brother in law’s Wedding in Cancun.

Please accept our apologies for not have ready the room. Rooms should have been ready upon your arrival at 3pm and there should not have been a delay as that is our stipulated time of check-in. Thank you for your feedback, which wil be shared with our housekeeping department.

We appreciate for sharing your comments on Tripadvisor about your recent stay. All of the comments are addressed to the entire staff. Our entertainment Team as well as Darius will be glad would love to hear that their efforts are being recognized.

We very much appreciate your comments that help us to continue improving our facilities and services. We wish to have the opportunity to welcome you again very soon.
Best regards,

Olivia Rodríguez
Social Media Coordinator
Now Jade Riviera Cancun

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Now Jade Riviera Cancun

Address: Blvd. El Sid Mz. 20 | Lote 1-1 Sm.3 Unidad 26, Puerto Morelos 77580, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Morelos
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Family Hotel in Puerto Morelos
#8 Top resorts Hotel in Puerto Morelos
#8 Spa Hotel in Puerto Morelos
#8 On the Beach Hotel in Puerto Morelos
#8 Romantic Hotel in Puerto Morelos
#8 Luxury Hotel in Puerto Morelos
#10 Green Hotel in Puerto Morelos
Price Range: $187 - $578 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Now Jade Riviera Cancun 4*
Number of rooms: 550
Official Description (provided by the hotel):
Now Jade Riviera Cancun. Located just 12 miles from Cancun International Airport and minutes from the quaint fishing town of Puerto Morelos, Now Jade Riviera Cancun provides guests with 2,640 feet of pure crystal white sand and refreshing azure waters. Guests will become immersed in a setting where style and sophistication meet relaxation and comfort. Each suite is truly exquisite featuring beautiful views of flourishing gardens or crystal clear ocean. This unique property features 550 luxurious suites each complete with private furnished balcony or terrace and Jacuzzi for two. All finely appointed suites offer king size or two double beds, marble floors, air-conditioning with in-room climate control, daily refreshed mini bars and 24-hour room and concierge services. Snorkel, kayak, windsurf or deep sea dive in the vast blue waters or simply relax under the warmth of the sun on the white sandy beach. Perfect your golf swing on one of the famous courses located nearby or indulge a vast set of treatments offered at the world- class spa. Little ones will have the opportunity to partake in many day and nighttime activities provided by the Explorer’s Club for Kids. When the sun sets come enjoy live themed shows in our large indoor theater or sip on a cocktail as you relax at Eclipse Night Club. All this and much more await you at Now Jade Riviera Cancun. ... more   less 
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Also Known As:
Now Jade Riviera Cancun Hotel Puerto Morelos
Now Jade Riviera Cancun Resort And Spa
Nh Hotels Puerto Morelos
Nh Hotel Puerto Morelos
Now Jade Riviera Cancun Riviera Maya, Mexico - Puerto Morelos

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