Ratings based on 111 Verified Reviews

They paid and stayed. We double-checked.
3.8 out of 5
80% of guests recommend
4.1 Room cleanliness
4.0 Service & staff
4.0 Room comfort
3.9 Hotel condition
They paid and stayed.
We double-checked.
3 out of 5
Recommended
for Everyone
by A verified traveler from New Jersey

Returning traveler

Posted Sep 12, 2014
Pros: Good accommodations for the price (as part of Expedia package). Staff was pleasant. Good wifi service. For regular rate, I would not recommend.
Cons: Rooms, bathrooms need overhaul. Shared balcony doesn't work for hotel. Instructions are needed for wifi access and rules for balcony use at check-in.
Location: Cancun has a myriad of activities, land and sea as well as historical sites to visit. Cancun's beaches are wonderful.
3 out of 5
by A verified traveler from Minneapolis, MN

No WiFi in rooms, AC stops working

Posted Sep 5, 2014
Pros: Nice sea view from the sea facing room, the private beach.
No WiFi in rooms, AC stops working, water stops coming in the bathroom. Had to call the reception to fix the AC and the Water issue.
4 out of 5
Recommended
for Families
by A verified traveler from PA

Nice hotel for a calm and relaxing stay.

Posted Sep 5, 2014
Pros: Proximity to beach, bus transportation, staff and ocean view rooms and food.
Cons: More amenities like hammocks inside hotel, more choice of restaurants.
Location: Plaza la Isla has bike rides, jungle tour activities, Thai/Indian restaurants. Further down there is a downtown which has flea market and Congo Bongo
We stayed in Emporio hotel for 4 nights, the room we had has a great ocean view. The staff in this hotel are friendly and tried to help us their best. The only issue we had during our stay in this hotel was, our room A/C stopped working on second day, and I had to switch room in middle of the night. It took almost 2-3 hours for them to give us a new room. We complained around 10'ish in the night and we got new room at around 1 am with 3 or 4 calls to front desk(though i got some room credit) but I expected much faster service for a room change. Specially with the humidity and warm temperatures, i bet its hard to survive without A/C in nights too. We had a breakfast buffet service in our package and the food was good. Though it was not mentioned in menu, we asked for Mexican hot sauce wings, and were delicious. As soon as you come out of hotel, you find public bus transportation on Kukulan blvd, which made our life easier to move around the hotel zone. Once you come back from activities like Chichin Itza tour or Xplor tour or for that matter any tour, since this hotel being 3rd or 4th major hotel on kukulan blvd while coming from city, and as these tour buses comes inside hotel and drop you at hotel, you could be the first few to get down from bus after a tiresome day...
2 out of 5
by A verified traveler from California

Clean looking, but not clean smelling.

Posted Sep 2, 2014
The day of arrival, I was given a room that smelled moldy. I quickly made the front desk aware and their resolution was to spray the room with air freshener, of course the smell was back the next day. Day # 2, I noticed the tv in the dining room would not stay on. I had to use the remote several times to turn the tv back on. That night I could not get the air conditioner to go below 29 degrees Celsius. Day number # 3, I reported these problems in person to the clerk at the front desk and requested to see the manager and to receive a new room. The clerk assured me that she would have my issues resolved. Services workers attempted to fix the problems to no avail, because night # 3 was very hot, hence it was my second night of night being able to sleep well. Day # 4, I had the same problem with the tv and air conditioner. Another service person came regarding the air conditioner who did not fix it. Day # 5, I insisted on seeing the manager! At last my room was changed after 4 days/ nights of being uncomfortable. The ocean view room that was given to me on my final 2 days of staying at this hotel could not replace the first 5 days that it was uncomfortable for me and my fiancée. A customer should not have to complain several times before issues are resolved when they should be enjoying their vacation.
3 out of 5
by A verified traveler from Colombia

Not bad... Not great

Posted Aug 31, 2014
It was just OK. Internet Service is terrible and staff doesn't help with this issue unless you pay. For a family trip the hotel is OK. Nice pool, so so food, the rooms are fine. Nothing is great, but if your budget is límited and want a decent place, this is for you. One more thing and KEEP IN MIND, if you Travel at the end of the month, watch out for the COPS!!!! They will make out excuses to stop you and get money from you! Speed limit, imaginary red lights and more, much more. Be careful and I'm sorry to say, you will have to pay or they will make your vacations a living hell! Do not carry all your money in your wallet... Have there maybe 100 bucks, no more.
2 out of 5
by A verified traveler from California

Hotel facilities ok, hotel staff... terrible

Posted Aug 28, 2014
Pros: Location
Cons: Change staff. Provide good customer service.
We pay for a four to five starts hotel...We reserved for 7 days and only stayed 6 days due to a conflict with hotel staff because our room key didn't open. 4 or 5 days our key didn't open, we have a baby and our room was far from reception. We have to wait and wait outside the room every day until someone showed up to open the room. They also went into our room when we said not to do it... we decided to leave the hotel because hotel staff had a terrible customer service.
1 out of 5
by A verified traveler

Americans Not Wanted

Posted Aug 25, 2014
Pros: Nelson is the only person working at this hotel that is happy. the rest, good question!
Cons: The new owner needs to understand the non-Mexican tourist needs
Location: Nothing is near by, but the bus will take you everywhare.
Our family visits Cancun often and we have come to enjoy certain hotels.. We stayed at this hotel for twelve days due to an over booking error. This hotel is now owned by a Mexican National which owns hotel in Mexico only and apparently is only catering to the Mexican nationals, we only found two workers who could speak English. ( my wife is from Mexico and speaks perfect Spanish thank god) What started out as a nice trip became very uncomfortable as soon as we arrived, we had to park down the street from the hotel, each day was a hit and miss on parking. The room we received was incorrect and dirty, it was so dirty it had to be re-cleaned as we waited, we tried to have the incorrect room corrected, but was told by management that we got what we paid for, it took fours days until they finely corrected their error and moved us. No internet access is available in the rooms, but wi-fi is available in the 500 square feet standing room only reception area, but is very slow do to all the other guests trying to get online too. I could go on and on about the problems we encountered with this new owned old Royal resort but Expedia does not have the space, If you speak Spanish or don't care about internet service, staying at a dirty hotel, then this is the place for you.
5 out of 5
Recommended
for Everyone
by A verified traveler from los Angeles California

Excellent Hotel

Posted Aug 23, 2014
It was excellent it was like Having a private beach and the water was warm on the beach
4 out of 5
Recommended
for Everyone
by A verified traveler

good facilities, close by the beach.

Posted Aug 22, 2014
Pros: everything
Cons: none
Location: by hotel zone and close by plaza
i had great experiences at Emporio, good facilities, close by the beach, good housekeeping, all the employees so nice. My families did enjoy stay at Emporio.
3 out of 5
by A verified traveler from Belize

Short holiday in Cancun

Posted Aug 22, 2014
Pros: I paid for both sections and my room was quite large with 2 bedrooms.
Cons: I prefer to know in advance all charges which I will be paying. Washing machine will be also a nice addition to quality of the hotel
Location: Location is excellent.
Me, my wife and three children were on short holiday in Cancun while in transit to Belize. I booked this hotel since it has full kitchen which is quite important when I travel with all my kids. Upon entering the room, we found lots of garbage in the garbage bin, which was not removed. Fridge was too noisy. Spoons and forks were of terrible quality - old and weary. Dishwasher was leaking, so we had to lay down several towels on the floor. The main problem - NO WIFI! Those who needed Internet were sitting in the lobby. I did buy Telcel chip in the nearby Telcel shop and had high speed Internet (4G) for 200 pesos (1 GB of traffic). So terrible kitchen no Internet, made me feel disappointed. Upon check-out, I was told that we have to pay US$75 for cleaning of the kitchen which was not included into the price of room.