Ratings based on 821 Verified Reviews

They paid and stayed. We double-checked.
4.3 out of 5
86% of guests recommend
4.6 Room cleanliness
4.4 Service & staff
4.4 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
5 out of 5
by A verified traveler from Tampico

Excelente! Desde que llegamos nos trataron de lujo

Posted Dec 6, 2016
Pros: La atención del personal, la comida, las bebidas, las camas super suaves.
Desde que llegamos nos trataron de lujo, los restaurantes deliciosos, el trato del personal super amable, la alberca enorme y la playa divina!
5 out of 5
by A verified traveler from Gatineau QC

Séjour de qualité supérieur.

Posted Dec 2, 2016
Location: On peut marcher le bord de la plage (environ 40 minutes) pour aller à Puerto Morelos pour faire des achats ou seulement pour une sortie.
Vacance de 10 jours du 19 au 29 Novembre 2016. Tout a été parfait. Beau resort, très propre, belles piscines et plage, les spectacles et animation sont de bonne qualité , buffet et restaurants à la carte sont excellents. Pas besoin de se lever tôt le matin pour avoir accès aux chaises longues que se soit à la plage ou piscines et les serviettes de plage sont toujours disponibles. Le site n'est pas trop grand et très fonctionnel. Pas besoin de réservation pour restaurants à la carte, sauf pour 1 restaurant. Donc il se peut qu'il y ait attente durant les heures les plus occupé. Mais normalement ce n'est pas très long. Il y a deux genres de réservations, ordinaire et preferred. La réservation preferred est plus dispendieuse mais a beaucoup plus d'inclusions (piscine adultes, circuit hydrothérapie et déjeuner restaurant (Lemongrass). Il ne faut pas hésiter à réserver le Now Sapphire.
Comment from Hotel Management
Dec 6, 2016 by Coordinateur réseaux sociaux, Hotel Management
Cher Madame, Merci de votre visite et de pendre le temps d'éscrire votre commentaires sur Expedia. Sachez que notre toute première priorité est de faire que tous nos clients puissent bénéficier d’une expérience d’exception au Hôtel. Par conséquent, nous sommes donc très heureux que vous ayez trouvé notre hôtel à la hauteur de toutes vos attentes. J’espère avoir bientôt la très grande joie de vous accueillir de retour parmi nous, mes plus cordiales salutations. Olivia Rodríguez
4 out of 5
by A verified traveler from Morris, United States of America

Nice small resort --family friendly

Posted Nov 27, 2016
This is a very good Resort when it's not totally full. When it's full you lose some of the extras. The food is not as good and the restaurant waits are longer. Leading up to the week of Thanksgiving the food was wonderful and the resort was a lot of fun. The night of Thanksgiving the place was jam-packed and I noticed a significant difference in the quality of the food going forward. Other than that it was still a fun resort. It is small and comfortable. The staff are excellent.
Comment from Hotel Management
Nov 28, 2016 by Social Media Coordinator, Hotel Management
Dear Guest, Thank you for taking the time to share your comments regarding your recent stay at Now Sapphire Riviera Cancun with us through Expedia. Your positive comments our service, thanksgiving food and the staff service. We will share your valuable feedback with the Operations Committee. We really hope to welcome you back soon! Greetings from sunny Cancun! Olivia Rodríguez
5 out of 5
by A verified traveler from US

Resort activities

Posted Nov 26, 2016
Everything was great, enjoyed our stay with the all the things that were available to do around the resort. Only bad part about it is most the fun activities are scheduled in the morning, which is hard to enjoy if you're not a morning person. Would be great if some of the same activities was offered in the afternoon as well.
Comment from Hotel Management
Nov 26, 2016 by info.nosrc@nowresorts.com, Hotel Management
Dear Guest, Thank you for sharing your review on Expedia about your stay at the Now Sapphire Riviera Cancun. We are so glad to read that you enjoyed your stay at our resort. Your valuable feedback will be shared with the Operations Committee to improve our service in every possible way. We hope to welcome you back soon! Warmest regards, Olivia Rodríguez Social Media Coordinator
3 out of 5
by A verified traveler from MEXICO

Decepcionante

Posted Nov 22, 2016
Pros: comida,albercas
Cons: el servicio de barras
Location: deportes de agua
Fue decepcionante que nuestra reserva no estuviera disponible por sobre cupo, aceptamos dormir una de nuestras noches en otro hotel porque el personal nos ofreció una cortesía por dos noches futuras en compensación por su error y hasta el día de hoy nadie me da respuesta; es terrible llegar a vacacionar con la seguridad que reservaste en una cadena seria y pasen estas cosas; le dedique un día de mis vacaciones a cambiarme de hotel y regresarme al sapphire, dos tramites de check in, check out, maletas, taxi, TIEMPO; es una tomadura de pelo que hagan que el cliente firme el supuesto certificado, saque copias de ID para que mil horas después digan que lo enviaran por correo porque el gerente "estaba en junta"...y sigo perdiendo mi tiempo porque vía telefonica es la misma historia. Me atendieron en servicio preferente pero no me han dado el trato como tal, es increíble que apliquen la aburridora para cansar al cliente y le den carpetazo al asunto, pésima idea basar sus políticas de cortesías en mentiras y falsas promesas!!!!
Comment from Hotel Management
Nov 24, 2016 by Coordinadora de Redes Sociales, Hotel Management
Estimado Huésped, Gracias por compartir sus comentarios con nosotros a través de Expedia. Le ofrecemos una disculpa por cualquier inconveniente que haya tenido durante su estancia. Créame que hacemos lo mejor de nuestra parte para tener a nuestros huéspedes contentos, lamentamos mucho que se haya ido con esta sensación. Esperamos nos contacte al hotel, favor de entrar a la página del hotel y escribirnos a mi atención para dar seguimiento. Esperamos tenerle de vuelta y poder recuperar su confianza en nuestro servicio. Saludos cordiales, Olivia Rodríguez Coordinadora de Redes Sociales
5 out of 5
by A verified traveler

Everything was amazing

Posted Nov 21, 2016
No issues, hotel staff friendly and helpful. Everything was easily available. Transport was fast and easy, and driver stayed with us all day. Will definitely be coming back!
Comment from Hotel Management
Nov 22, 2016 by Social Media Coordinator, Hotel Management
Dear Guest, Thank you for sharing your review on Expedia about your stay at the Now Sapphire Riviera Cancun. We are so happy to read that you had an amazing time at our resort. We really hope to welcome you back soon! Best regards, Olivia Rodríguez
4 out of 5
by A verified traveler from US

Repeat guests - Disappointed

Posted Nov 21, 2016
Pros: The Splash bar staff are outstanding. Cesar, Alberto, Antonio and Carmen are by far the best. Rafael in the Preferred Club is a dynamo.
Cons: Jose at the front desk and Sergio at the Preferred pool, both need to be more professional. Roberto Hot food when it should be HOT!
This was our 3rd stay at Now Sapphire as Preferred Club guests. Previously we celebrated a birthday, and were over whelmed with the attention. A banner on the door, balloons in the room, a birthday cake, and an announcement in the daily Sundial. This year, because of prior experience we decided to celebrate 2 milestone birthdays, and a milestone anniversary at the resort. When we arrived we received a card from the Preferred Club staff honoring our anniversary. A birthday was mentioned in the daily Sundial, and that was the totality of our celebration. Although, we had the pleasure of meeting the GM and in passing we mentioned our birthdays, and anniversary, no action was taken. Extremely disappointed. I realize there is continuous staff turn over, but several of our favorites are no longer at Now Sapphire. Seems several have moved to the new Breathless resort. Past reviews have been more than favorable, yet they are gone. The food differs from one day to the next. Consistency is an issue. Fresco restaurant was more than a disaster. I ordered what appeared to be a very appetizing steak. I ordered it MEDIUM. It was barely medium rare when it was presented to me. I sent it back, and 5 minutes later I received the same piece of meat on an extremely hot plate still under cooked. Breakfast food and coffee at Lemongrass barely warm much less hot. Roberto is truly missed at the Preferred pool. Based on past experience I don't really know if I would recommend this hotel.
Comment from Hotel Management
Nov 23, 2016 by Social Media Coordinator, Hotel Management
Dear Guest, 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. Sorry to hear you did not have a pleasant experience while staying with us. All of the comments are shared with the operations staff to improve our service in all possible ways. Thank you for bringing this to our attention. Cesar, Antonio, Alberto and Carmen wll be so glad to read your great comments about their service. 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 regain your confidence with our service. Sincerely yours, Olivia Rodríguez Social Media Coordinator
4 out of 5
by A verified traveler from US

improvements

Posted Nov 14, 2016
Pros: all-inclusive
Cons: golf carts
Location: plenty things to do.
Need personal golf carts to get around the extensive grounds.
Comment from Hotel Management
Nov 14, 2016 by Social Media Coordinator, Hotel Management
Dear Guest, Thank you very much for sharing your review on Expedia. Your valuable comments and observations will be shared with the Operations Committe. We hope to welcome you back soon! Best regards Olivia Rodríguez Social Media Coordinator
5 out of 5
by A verified traveler

Beautiful hotel with great food and drinks.

Posted Nov 8, 2016
Location: On the beach with many activities.
An around 5 start hotel. Food is first class, as are the drinks. Beach is white sand, but does have a little sea grass.
Comment from Hotel Management
Nov 8, 2016 by Social Media Coordinator, Hotel Management
Dear Guest, Thank you for sharing your review on Expedia aboout your stay at the Now Sapphire Riviera Cancun. W are so glad to read that you enjoyed the food and drinks. We will share your feedback with the Operations Committee. We really hope to welcom you back soon! Warmest regards, Olivia Rodríguez Social Media Coordinator
5 out of 5
by A verified traveler

Posted Nov 8, 2016
Pros: Los restaurantes y el personal
Cons: Las camas nu fueron muy buenas
Location: Todo lo que se requiere
Super hotel, se recomienda ampliamente de muchos puntos de vista
Comment from Hotel Management
Nov 9, 2016 by Coordinadora de Redes Sociales, Hotel Management
Estimado Huésped, Gracias por compartir su reseña en Expedia acerca de su estancia en Now Sapphire Riviera Cancún. Con gusto compartiremos sus comentarios con el Comité de Operaciones y esperamos tenerles de vuelta en un futuro no lejano. Saludos cordiales, Olivia Rodríguez Now Sapphire Riviera Cancún