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Now Sapphire Riviera Cancun
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Reviews (8,147)
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5,161
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712
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124
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5,011 - 5,016 of 8,147 reviews
Reviewed 2 June 2014

Hmmm where do I start. Our group of 8 (all family), stayed at the Sapphire May 23rd-29th in 4 of the preferred suites. Overall we had a great vacation and would definitely return to Riviera Maya/Cancun again but not to the Now Sapphire. I'm going to give a complete breakdown of our Now Sapphire experience.

Arrival/Check In: We arrived around 4 or 4:30 pm which is AFTER the allowed check in. Upon our arrival we were given cold towels (which were very refreshing) to cool off since it was a very hot day. Some people received drinks but we received towels which was fine. We proceeded to the Preferred Lounge to check in for our rooms. Unfortunately, our rooms were not ready and would not be for 20 minutes. After waiting for an hour and 15 minutes, we were given our keys and the bellhops drove us (they take you and your bags in golf carts to your room which is great) to our rooms in Buildings 3 and 4. My husband and I was unable to bring our bags into our room because.....IT WAS STILL BEING CLEANED!! Since we were already at our building, we were able to leave our luggage in my mom and sister's room while our room was still being cleaned. After another 30 minutes or so it was finally ready which allowed us to get into our rooms around 6 pm or a little later.

Restaurants: You can eat at any restaurant without reservations which is a pro and con because the wait can be extremely long. The best thing going for the Sapphire is their breakfast. That was the best meal we had at the resort all week. Since we were preferred, we were able to eat at Cibu (preferred only) or the Market Cafe.
-Cibu was hot as h*ll so it was hard to enjoy it like we would've like for breakfast. There were about 4 fans blowing but that's about it. We ate here once.
-Market Cafe is all buffet for breakfast, lunch, and dinner. We ate here daily for at least 2 meals. It's an open air restaurant with ceiling fans. I'm convinced this resort does not believe in air conditioning so be prepared to sweat a bit while you enjoy the "open air" while eating. Breakfast is always buffet, which I'm not a fan of, but it was quite tasty and very clean so no issues with cleanliness. However, because it's open air, watch out for the birds flying over your head so do NOT leave your food unattended. The waiters were great with the exception of 1 who we had one morning and he acted as if he didn't want to serve us.
-Bluewater Grill might have been good but I don't know because they NEVER BROUGHT MY ORDER! Additionally, they were out of several items on the menu and it was only lunch time. My husband, sister, and mom had the wrong orders but no one brought out the correct ones and I never received my fish tacos. No apologies, no nothing for the error by our waiter Abraham. He just looked us as if we had 2 heads each!
-Fresca is the Mexican restaurant and it was pretty good. Mole sauce was much sweeter than I'm used to and the soup was cold but overall the taste was good. Humberto, our waiter was FANTASTIC! I would've eaten there again just because of him!
-Lemongrass serves Asian cuisine with an option for hibachi. The chicken and mahi mahi at the hibachi was really tender and flavorful but the rice was a bit undercooked. Overall, it's not better than Benihana but worth trying out if you want a change up from the buffet.

Rooms: The rooms were spacious and cleaned daily with turndown service. The maid service did a fantastic job cleaning everyday so kudos to the cleaning staff! Beds were really comfy. I don't typically sleep well at hotels but I slept really well each night! The resort should take some time to do some replacements and upgrades to some items in the room. For instance, there was mold on the ceiling over the shower, mold and other spots on the shower curtain, and very disgusting spots on the curtains in the room. My mom and sister's room had a very damp, mildewy smell with molding on the curtains. Make sure you keep the air on because the rooms get very humid and will have a damp, basement smell if the air is off.

Beach: Lounge chairs are comfy and the beach area overall is pretty. However, there is a LOT of seaweed in the water so it feels as if The Thing is attacking you. The water isn't clear so that was a bummer but the beach is clean and has a bar. If you walk down the beach to the right a bit near the pier and other resorts, the water gets clearer.

Pool: The main pool is lively and very nice. It's spacious and quite enjoyable. The preferred pool is nice but quiet, small, and serene so it's all up to your preference. The Bali beds are nice....IF you can't get a reservation. We were told we can only reserve the beds one day in advance but when we talked to Ivan about getting a bed 2 days away, he said they were all booked. How is that if they can only be reserved 24 hrs in advance??? I digress.

Bars: A lot of fruity tropical drinks if you're into that. Overall, the drinks seemed to be pretty watered down so you had to get your drinks with at least double shots for them to at least taste like the drinks had a shot in them. The pool and beach bars close at like 5 or 6 pm so they're not open late at all. The main bar in the lobby closes at 11pm so no late night hanging there either. The nightclub bar closes at 1am so that tends to be the "afterhours" spot but no air conditioning in there so it's pretty humid and stuffy. We found the bartenders in the nightclub to have VERY limited bar experience. If you weren't having a shot or a liquor mixed with a juice or soda, you're s.o.l! If the pool bar has a special drink, don 't expect to get it anywhere else but the pool because the other bartenders will not know how to make the drink.

Nightlife/Entertainment: Daytime entertainment was great and the Zumba crew was FAB!! The latin band that played in the main lobby in the evening was pretty good...when playing latin songs, Not so much with the American songs but nonetheless entertaining, The salsa lesson night is a lot of fun so definitely take advantag of that! The band stops at 11pm on the dot and that's end of the "nightlife".

Tips:
-Don't waste your money on getting a Preferred status unless you're getting a GREAT deal for booking a peferred room over a regular room. There is no way to differentiate preferred from non-perferred so anyone can use the preferred beach, pool, preferred lounge and Cibu restaurant for breakfast.
-If you want good service in the restaurants and bars, MAKE SURE YOU TIP!! The resort says tipping is not required but we found you get good service if you do. The waiters will remember you and will give you service that you're used to.
-Bring your patience!
-Do the Chichen Itza tour.
-You may experience unfair treatment at the resort. If you do, speak to a manager right away. We had several discriminatory incidents but voiced our issues after the 3rd incident which was the last straw. The manager was very apologetic and intolerant of this behavior.
-Try the restaurants but you'll probably end up at the buffet
-If you go into the water at the beach, bring aqua shoes! The shells and seaweed are a pain in the butt!

Room Tip: -Building 3 was really close to the beach and pretty close to everything else -MAKE SURE YOU TIP for good service! -Get to the restaurants early or close to closing -Keep the air on in your room
Stayed: May 2014, travelled as a couple
4  Thank Tayhill22
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 3 June 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 dissatisfied. We will share your valuable comments with the operations and executive staff to improve our service in all possible ways.

Thank you for your good comments about the Entertainment team. They will be so happy to read you enjoyed the activities.

We appreciate very much the time you took to share your feedback with us through Tripadvisor. 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
Reviewed 2 June 2014

We enjoyed the Now Sapphire resort. The staff were great, the food was good & the resort is beautiful. The beach has very powdery soft sand & the ocean & pool were great. We went on the catamaran tour. It was a lot of fun. The rooms were very nice, and we enjoyed the mini bar. We would recommend it to people who didn't want to take a lot of excursions. They get costly, as you are not in Cancun. It cost $90.00 usd to go to Cancun & back. So relax & enjoy the beautiful resort!

Room Tip: We were in 1025. Very quiet....
  • Stayed: May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank GLJackson1958
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 3 June 2014

Dear Sir/ Madam,

It is a great satisfaction for us to know that we exceeded your expectations and you have enjoyed your visit with us. It is very gratifying for Now Sapphire Riviera Cancun to read throughout your comments and realize that your vacation was pleasant enough to share your experience on Tripadvisor.

Thank you for your comments about food, beach and service provided by the staff.
We very much appreciate your comments that help us to continue improving our facilities and services. We hope to welcome you back 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 2 June 2014

Pros: We booked through Apple Vacations and flew Frontier Airlines. Everyone in our group had a great time. The resort was very nice and the staff was great. There is plenty to do at the resort and most of the people in our group never left. Each night there is some kind of entertainment for the guests. Cons: The Eclipse Bar had a musty smell.

Room Tip: If you are unhappy with your room be sure to let the staff know immediately and they will move you. Some of the rooms had a musty odor however it is very humid in that part of the world.
  • Stayed: May 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Mateo L
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 3 June 2014

Dear Sir,

On behalf of Now Sapphire Riviera Cancun, we wish to thank you for taking the time to share your feedback on Tripadvisor. All of the comments are addressed to the operations staff to let them know our guests’ feelings.

It is always a huge accomplishment for our staff and management to hear that our guests liked the resort and even more that they had a very good stay.

We very much appreciate your comments that help us to continue improving our facilities and services. We hope to welcome you back soon.
Warmest regards,

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 1 June 2014

This place is MAGNIFICENT!!! The service from the wonderful staff, great food, shows and beautiful well maintained grounds. Then comes the crystal clear water and white powdery sand, while you hold your favorite drink!

Room Tip: Any room is great!!!
  • Stayed: September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
4  Thank Claudia S
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 3 June 2014

Dear Madam,

On behalf of Now Sapphire Riviera Cancun, we wish to thank you for taking the time to share such gracious comments about your recent stay with us.

Your feedback will be shared with the entire staff. They will be so happy to read you enjoyed your stay at our resort.

We appreciate your time to share your comments with us through Tripadvisor. We really hope to welcome you back soon.

Cordially yours,

Olivia Rodríguez
Social Media Coordinador
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 1 June 2014

Well i really had my hopes up about this place and i didn't take the bad reviews to heart, just thought people were being picky. But i would have to agree with a lot of the them. Let me just say that this resort has potential to be great but they cut a lot of corners every where just to save money. And after spending a lot of my money to stay there it just wasn't worth it in the end. The food was not good just to sum it up. I was hoping for some authentic mexican food but no such luck. Love the quac though, i lived on that... and they close sometimes multiple restaurants during the day so you are left with like 2 choices for meals. And not a lot of variety. The wait staff seems very over worked (working all day every day) which could be why they weren't very outgoing or friendly towards us. I felt bad and it made me tip even more but that didn't even seem to boost their spirits or interact with us. I will say props to Vicente (bar staff) and Cesar(sp?) they went out of their way and made us feel very welcome and Vicente went out of his way on my birthday to give me a personalized birthday dessert, so sweet.
Being approached by time shares salesman while your trying to relax in the lobby bar was a downer also. Not there for that, just trying to be on vacation. They seemed to have the same activities every day. Example, zumba and water aerobics every day right next to the only swim up bar, kind of puts a damper when your trying to have a cocktail and just listen to some music. Preferred was also not worth the money, we couldn't get a king size bed, they put us in a far away room with two double beds and the room was extremely musty. I couldn't use one of my pillows because it reeked of mildew. So needless to say i didn't stay in my room much. Alcohol seemed watered down everywhere also. Oh and if you do stay in the preferred, they say your allowed mini liquor bottles and snacks delivered to your room once during your stay, make sure you ask for it as soon as you arrive or they will won't let you have it. Learned this the hard way after we asked for it mid-stay and they said it was no longer valid, even though it's no where in writing that states that detail.
I understand that with an all-inclusive they don't provide great food and alcohol but compared to other all inclusive resorts I've stayed in, this one was below average. I thought because the NOW resort was connected to Secrets which i've stayed at before and loved would be similar but i was wrong. To sum things up lets just say when we left they didn't even say good bye, how was your stay?, nothing. They just handed us a card and told us we were all set. Kind of weird considering we were very friendly towards them and didn't complain or anything. Defintely made me realize i do need to speak out so they make some positive changes or they wont be getting a lot of return visitors. Beautiful surroundings though, and had fun day trip on a catamaran. Hope this is helpful to someone making a decision.

Stayed: May 2014, travelled as a couple
4  Thank Breezymeazie
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 3 June 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 holidays in Cancun.

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. All of your comments have been shared with the Operations & Executive staff and UVC supervisors.

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 Coordinador

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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