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“very disappointed!”

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Now Sapphire Riviera Cancun
Ranked #5 of 28 Hotels in Puerto Morelos
Certificate of Excellence
GreenLeadersSilver level
Reviewed April 20, 2014

I booked our vacation with Apple Vacations and usually everything is perfect. Sometimes we pick the hotel and sometimes we purchase the square deal, which we did this time. Our travel agent who is wonderful would only let us select the six apple square deal...thank goodness because it could have been worse.
We found out the day before we left that the resort was not adults only.

I will start with check in.... as usual we were presented with towels to refresh our hands, next we waited in the lobby without a welcome drink. Next we checked in and much to our delight our room was ready, it was 2pm but it was at the far end of the resort a long walk from everything. I ask if we can be moved and am told "yes, for 78 dollars a day. So we looked at where they were going to put and it wasn't worth it. We started to leave the check in area and we were bombarded with the resort's welcome crew. I must have looked upset because they asked us if we wanted to meet later. Next we went to our room in building 10, room 1015. We went in and immediately it smelled musty. Our view was of the jungle. The room was do outdated and the bathroom was a joke. At this point I wanted to cry...to this point I have stayed at three resorts in Mexico, all outside of Cancun; El Dorado Royale, Secrets Marina Beach and Secrets Capri. They were all wonderful.

The food at Now Sapphire was horrible, I actually came home sighing s fee pounds less. They don't take reservations, and the wait was always a couple hours.

The pool was very nice and the weather wad perfect but, you had to go out st 6 am to reserve seat. Some seats had towels all day and no one was ever there. Vicente was our pool server and he was wonderful.

When a resort is all inclusive, you would think all the toiletries would be decent. The shower gel stunk and the soaps and shair products were cheap.

At the pool at every resort we've ever been a guest an all inclusive guest at there has been sun tanning products. We paid 23 dollars for sunscreen.

Breakfast was the beet meal of the day and it wasn't anything to write home about. We Sat in Federico's section and he was very polite and excellent at his job.

I assumed our resort stunk because we only paid 2000.00 dollars for 4days 3 nights. But, after talking to people who were there for a week paid the same amount. So, I really feel ripped off!

If you have kids this may be the resort for you, although I spoke to some people from Australia who could not even get s paper plate from one of the restaurant to take their baby some rice.

On a side note, I thank God I am able to go on a vacation at all!

  • Stayed: April 2014, traveled as a couple
    • Value
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2  Thank reneemueller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NowSapphireRC, Social Media Coordinator at Now Sapphire Riviera Cancun, responded to this reviewResponded April 21, 2014

Dear Madam,

Thanks for letting us know about your experience. Please allow us to apologize for an experience, which left you overall dissatisfied. Your observations will be shared with the entire staff to improve our service in all possible ways.

Our hotel has several categories and unfortunately we did not have the availability to change you to another room, so the receptionist offered you a change of category. Sorry to hear you did not like the bath amenities, which are very well known.

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 and restore your confidence in our service.

Sincerely yours,

Olivia Rodríguez
Social Media Coordinator

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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4,735 - 4,741 of 7,730 reviews

Reviewed April 20, 2014 via mobile

This hotel was amazing. The food was amazing. The wifi was amazing. Such a clean and gorgeous hotel. The food was beyond imaginable good. The beds were comfy. I loved everything about it and so did everyone on my trip. The beach wasn't great but the pool was so amazing it didn't matter. All the places to eat except the Italian place were phenomenal. after going to other all inclusives I would never want to go to a different company again-- this is truly the best!

  • Stayed: January 2014
    • Value
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3  Thank Db1086
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NowSapphireRC, Social Media Coordinator at Now Sapphire Riviera Cancun, responded to this reviewResponded April 21, 2014

Dear Sir / Madam,

Thank you for choosing the Now Sapphire Riviera Cancun for your stay. We were excited to hear that you found our services and rooms more than accommodating. We look forward to welcoming you back to Now Sapphire Riviera Cancun in the future.

Cordially yours,

Olivia Rodríguez
Social Media Coordinator
Now Sapphire Riviera Cancun
info.nosrc@nowresorts.com

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Reviewed April 19, 2014 via mobile

We thoroughly enjoyed our week. The food was very good & we were able to get into all of the restaurants.
We saw most of the shows which were top notch. We definitely would recommend this resort.
We were able to get ocean front for three of our days. It is worth the extra $80 a day to hear the ocean at night. To awake seeing the sunrise from bed if you would like.

Stayed: April 2014, traveled as a couple
4  Thank Lyla F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NowSapphireRC, Social Media Coordinator at Now Sapphire Riviera Cancun, responded to this reviewResponded April 21, 2014

Dear Madam,

Thank you for choosing Now Sapphire Riviera Cancun and sharing your experience on Tripadvisor. We were delighted to read that you have enjoyed your overall stay with us and thank you for your gracious comments in regard to the hotel services and facilities and in particular of our food.

We hope to welcome you back soon!

Greetings from sunny Cancun!

Olivia Rodríguez
Social Media Coordinator
Now Sapphire Riviera Cancun
info.nosrc@nowresorts.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 19, 2014

Stayed as a couple from 4/10-4/17 building 10 on the 3rd floor. Our view was not great at it overlooked the back of the resort so we had no view which I guess was OK as we weren't really in our room. The room was beautiful. Very spacious with a king size bed. The maid service at this hotel is great ..plenty of towels and mini bar always stocked. We ordered room service on a couple of nights and it was served hot and was really good. The resort itself is a bit smaller than what we are accustomed to but overall very nice. The staff at this resort is what makes this place the best. Very courteous and always serving with a smile. We always made sure to tip at the bar and restaurants ..we noticed about half the people tipped and half did not which is hard to understand..must be some people think an all inclusive means tips too...the grounds are very clean and well manicured. The one and only problem we had with this resort was the chair situation ...Towels can be taken at any time and as many as you want so obviously many people abuse this by holding chairs at the beach and at the pool One day we arrived at the pool at 7:30 and chairs had been reserved next us and the family never arrived until 11:55. They stayed for about 20 minutes to swim then left the towels and magazines on the chairs and never came back We left at 5:30 that afternoon and they never returned. This happened daily at the beach too. There is a preferred section at the beach which consists of about 60 huts which holds about 150 spots and you cannot sit there if you are not preferred member. The non preferred area has 12 huts and again people reserve and come and really stay there. The beach area is large enough and can certainly hold many more chairs than it does. We would set our alarm for 6:00 am to put our towels out and would have to be down there by 7. A towel card would be better like other resorts have. One towel per person would help avoid some of this problem. I know this problem has been brought to the resorts attention by many review that I have read so not really sure why it's not being addressed. If you sign up preferred you have no problem but we had already paid to stay there that all guests should be treated equally. Who wants to go away and not have a place to sit?? All in all resort is beautiful and staff is magnificent! Please do something about the chair situation and abuse of the towels by the guests

  • Stayed: April 2014
    • Value
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4  Thank melissabero
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NowSapphireRC, Social Media Coordinator at Now Sapphire Riviera Cancun, responded to this reviewResponded April 21, 2014

Dear Madam,

On behalf of myself and the entire staff at our resort, we would like to take this opportunity to thank you for choosing our Resort over numerous others in the area, to enjoy your recent holidays in Cancun.

The resort’s staff is more than grateful for your wonderfully detailed review and encouraging comments. We are thrilled to read that your recent stay at the resort turned out to be a great trip.

We will share your review with every area that makes this resort work as a whole, so that hard work with extraordinary guest service is provided. They will be very joyous to know that their effort and genuine care for our guests is recognized.

Regarding your observations about the beach chairs, we would like to comment that we are asking to our guests avoiding to separate the beach chairs with their belongings.

We very much appreciate your comments that help us to continue improving our facilities and services. We really hope to welcome you again in the near future.

Best regards,

Olivia Rodríguez
Social Media Coordinator
Now Sapphire Riviera Cancun
info.nosrc@nowresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 17, 2014

where to begin? I have been to at least a dozen different all-inclusive hotels in Mexico via Apple vacations. This is bar far the worst. The food is awful. The service is bad, I unfortunately got Montezuma's revenge in my last 48 hours there. The 'preferred guest' status means absolutely nothing. Seriously, any other hotel would be better than this place. It's not about the money, it's just a major disappointment. The staff is confused about which 'story' to stick with. Bottom line? Book with any other hotel. Each restaurant had a different, very suspect 'odor'. The only 'good' thing about this place is the atmosphere (beautiful property) and the employees (very considerate) albeit not sure about theirrestaurant/pool/beach chair reservation rules, policy, etc.

Room Tip: a room without a shared door with the neighbor might be quieter.
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  • Stayed: April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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5  Thank 111MaggieN
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NowSapphireRC, Social Media Coordinator at Now Sapphire Riviera Cancun, responded to this reviewResponded April 18, 2014

Dear Madam,

Thank you for sharing your comments with us through Tripadvisor about your recent stay at our resort. Please accept our sincerest apologies for an experience, which left you overall dissatisfied.

We value our guests’ feedback because this is the way we can know about our distinguished guests experiences as well as to have the opportunity to improve our service. We have sent you a message through Tripadvisor and we will wait your reply.

We very much appreciate your comments that help us to continue improving our facilities and services.

Sincerely yours,

Olivia Rodríguez
Social Media Coordinator

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 17, 2014

Went to the Now Sapphire Riviera Cancun 4/9-4/15 and had such a wonderful time. Went there with some girlfriends and I could not have had a better time. Walking into the resort I was wowed, I loved the open concept and all of the little pools with fountains and greenery. Very pretty. The pool is huge and had no problems with running into people while swimming around. The chairs on the otherhand were a little irritating to find. There were 3 people in my party and half the time it felt like we were searching for chairs to sit at. People would lay out towels early in the morning to 'reserve' the chairs so they were already taken by 7:30-8am. That's more of an issue with the guests than the hotel itself. The drinks flowed and some of them did seem to be more juice than alcohol while others were more alcohol than juice/mixes. Depends on which bartendar you go to - Oscar was my favorite. The man can definitely make a drink!! The rooms are a little musty at first but you grow accustomed to it, they aren't that bad. The maid service in the hotel was great, the maids we had (wish I knew their names) did a fantastic job - they even sorted out our bathroom toiletries by size. The mini fridge in the room was restocked every day. The hotel is layed out nicely, it's expansive and depending on which building you stay at it can be a short walk to the pool or bars but it's not bad at all. There are palms and flowers to separate the buildings from the walkway so it's almost like walking through a little jungle. The food wasn't as bad as I thought, though the buffet does get a little repetative but it's still pretty good. The Lemon Grass restaurant I thought was the best, the hibachi grill was great. Dinner and a show! Cibu had the best salad bar at the entire resort by far. The Blue Water Grill has really yummy fish tacos and the ceasar salad was pretty good too. Just watch out for those sneaky birds, they will not hesitate to steal chips off of your table while you're trying to eat them. If you can don't order room service, it's not that great. The room we had was in section or building 6 on the second floor, two queen beds. The room was spacious, there was a little sitting area also and the balcony was nice. The bathroom was moderately sized, the water pressure was sub par. We did experience a horrible leak in the bathroom the 3rd day we were there. It was literally pouring out of the ceiling in the bathroom and the entrance of the room. We called management and an engineer was there to fix the leak within a few minutes. About 20 minutes later the leak was fixed and all the water was cleaned up. None of our items were ruined or soaked at all and the hotel staff did their best to make a quick fix so we could get on with the rest of our day.
The shows that the resort had while we stayed there were really entertaining. They applied to all ages. The NOW Entertainment team consisting of Fransisco, Giovanni, Regina, Miguel, Fermin(ator), and Ivan (BrunoMars) were such a delight, hilarious and all out FUN. They are an amazing group of individuals, they really do their hardest to make your stay the best. They make you feel welcome and pretty much at home. They get everyone involved in the pool games, beach games and the night time entertainment. They work all day and most of the night, I feel that the hotel should have some sort of separate tip bin just for that entertainment team. I will definitely be coming back to this resort.

  • Stayed: April 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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1  Thank Leah E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NowSapphireRC, Social Media Coordinator at Now Sapphire Riviera Cancun, responded to this reviewResponded April 18, 2014

Dear Madam,

On behalf of myself and the entire staff at our resort, we would like to take this opportunity to thank you for choosing our Resort over numerous others in the area, to enjoy your recent holidays in Cancun.

We are overjoyed to read the nice description you made about your stay with us. It is very gratifying for the Now Sapphire Riviera Cancun to read that you enjoyed the restaurants, shows, entertainment and service provided by the staff.

Oscar, Giovanni, Regina, Miguel, Fermin and Ivan will be very glad to know that their effort and genuine care for our guests is recognized.

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.

Warmest regards,

Olivia Rodríguez
Social media Coordinator
Now Sapphire Riviera Cancun
info.nosrc@nowresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 17, 2014

We just returned home from our vacation to Mexico. This resort was excellent! The food was great! Drinks were great! Service couldn't be better! Ivan really took care of us and the entertainment team was alot of fun!! We enjoyed every part of the trip and would recommend this resort to anyone considering. We did upgrade to the preferred club and thought it was worth it!

Room Tip: We suggest trying to get a room in buildings 1-4 which are a little closer to the pool/restaurants.
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  • Stayed: April 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank SySantos
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NowSapphireRC, Social Media Coordinator at Now Sapphire Riviera Cancun, responded to this reviewResponded April 18, 2014

Dear Sir,

We have no words to express our gratitude for taking the time for sharing so lovely comments in regards to your stay at Now Sapphire Riviera Cancun.

We will share your feedback with the entire staff, especially with Ivan, he will be glad to read you had a great staff at our resort.

We look forward to welcoming you back to the Now Sapphire Riviera Cancun soon.

Warm Regards,

Olivia Rodríguez
Social Media Coordinator
Now Sapphire Riviera Cancun
info.nosrc@nowresorts.com

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 Sapphire Riviera Cancun

Address: Super Manzana 11 Manzana 9 Lote 10, Puerto Morelos 77580, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Morelos
Amenities:
Bar / Lounge Beach 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:
#5 Spa Hotel in Puerto Morelos
#5 On the Beach Hotel in Puerto Morelos
#5 Top resorts Hotel in Puerto Morelos
#5 Luxury Hotel in Puerto Morelos
#6 Business Hotel in Puerto Morelos
#7 Romantic Hotel in Puerto Morelos
#8 Green Hotel in Puerto Morelos
Price Range: $251 - $549 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Now Sapphire Riviera Cancun 4*
Number of rooms: 496
Official Description (provided by the hotel):
Now Sapphire Riviera cancun Set in a tropical landscape of palm trees, soft sand and sparkling azure sea, combining a AAA Four Diamond award designation with Unlimited-Luxury(R) amenities, Now Sapphire Riviera Cancun redefines all-inclusive and offers the perfect escape for families with teens and tweens, couples and friends. Our Unlimited-Luxury(R) experience at Now Sapphire, where everything is included, is redefining all-inclusive. Spacious rooms and suites are graciously appointed and luxuriously equipped with amenities. Active and lively settings provide entertainment for guests of all ages, including kids, teens and tweens with the supervised Explorer's Club for Kids with Red Cross certified staff and Core Zone Teens Club. It's all wristband-free! At Now Sapphire, these amenities include: Limitless access to gourmet à la carte dining options without reservations required Unlimited international & domestic top-shelf spirits Unlimited natural fruit juices and soft drinks 24-hour room, 24-hour Coco Cafe & concierge services Pool and beach wait service Daily refreshed mini-bar with soft drinks, juice, bottled water & beer Daily maid service Endless daytime activities and nightly entertainment Theme parties, oceanfront bars and entertainment venues No wristbands required All taxes and gratuities Enjoy free Wi-Fi and free international calling to the US, Canada and Mexico with Unlimited Connectivity. The mobile app also allows guests to view the schedules of all events, activities and restaurants at the resort, plus to learn about local destinations, excursions, and much more Unlimited-Luxury(R) for reconnecting every generation ... more   less 
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Also Known As:
Now Sapphire Riviera Cancun Hotel Puerto Morelos
Paradisus Puerto Morelos
Paradisus Hotel Puerto Morelos
Paradisus Riviera Maya
Paradisus Riviera Cancun Hotel
Paradisus Riviera Cancun Resort
Paradisus Cancun
Now Sapphire Riviera Cancun Riviera Maya, Mexico - Puerto Morelos

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