Ratings based on 1,270 verified reviews

4.3 out of 5
83% of guests recommend
4.6 Room cleanliness
4.5 Service & staff
4.4 Room comfort
4.4 Hotel condition
Expedia-verified reviews
4 out of 5
by a verified traveller

Posted 31-Aug-2019
Comment from Hotel Management
03-Sep-2019 by Social Media Coordinator, Hotel Management
Dear Guest, Thank you for your 4-rating. We hope to welcome you back soon. Warmest regards, Olivia Rodríguez
5 out of 5
by a verified traveller

Posted 27-Aug-2019
Staff members go above and beyond to help you, great customer service.
Comment from Hotel Management
27-Aug-2019 by Social Media Coordinator, Hotel Management
Dear Guest, Thank you for your visit and wonderful comments about your stay at our resort. We will share your feedback with the staff. We really hope to welcome you back soon. Warmest regards, Olivia Rodríguez
3 out of 5
by a verified traveller

Posted 24-Aug-2019
The beach was full of sea weeds and we couldn’t use it. Food is mediocre at best and all their staff are expecting to be tipped by guests. If you don’t tip the staff you will receive terrible service. Also, there is only one pool for regular guests and another pool for preferred guests. The pool for regular guests is packed everyday and pool beds are all taken by 7:00AM. People use to through the brown towels on pool beds to reserve it for all day without even setting on them.
Comment from Hotel Management
26-Aug-2019 by Social Media Coordinator, Hotel Management
Dear Guest, Thank you very much for your visit and comments on Expedia about your stay at our resort. Please accept our sincere apology for any service inconvenience. We have shared your comments with the Operations Committee to improve the opportunity areas. We really hope to welcome you back again to regain your confidence with our service. Sincerely, Olivia Rodríguez
5 out of 5
by a verified traveller

Posted 24-Aug-2019
Comment from Hotel Management
26-Aug-2019 by Social Media Coordinator, Hotel Management
Dear Guest, Thank you very much for your rating! We hope to welcome you back soon. Warmest regards, Olivia Rodriguez
5 out of 5
by a verified traveller

Posted 23-Aug-2019
It was a great vacation. The staff are friendly and made sure everything is fine. Food was great and no complaints. Nature prevented us from taking bath in sea as she is full of sea weed.
Comment from Hotel Management
23-Aug-2019 by Social Media Coordinator, Hotel Management
Dear Guest, Thank you for your visit and comments on Expedia. We have so glad to read that you enjoyed your vacation at our resort. We will share your feedback with the Operations Committee. We hope to welcome you back soon. Warmest regards Olivia Rodriguez
5 out of 5
by a verified traveller

Posted 23-Aug-2019
Comment from Hotel Management
23-Aug-2019 by Social Media Coordinator, Hotel Management
Dear Guest, Thank you for your rating. We hope to welcome you back soon. Warmest regards, Olivia Rodríguez
5 out of 5
by a verified traveller

Posted 20-Aug-2019
Comment from Hotel Management
20-Aug-2019 by Social Media Coordinator, Hotel Management
Dear Guest, Thank you for 5-rating. We hope to welcome you back soon. Warmest regards, Olivia Rodríguez
2 out of 5
by a verified traveller

Posted 20-Aug-2019
Food is EXTREMELY BAD. Food is EXTREMELY BAD Food is EXTREMELY BAD Food is EXTREMELY BAD
Comment from Hotel Management
20-Aug-2019 by Social Media Coordinator, Hotel Management
Dear Guest, Thank you for your visit and comments. We already shared with the Operations Committee. We really hope to welcome you back again to regain your confidence with our service. Sincerely, Olivia Rodríguez
5 out of 5
by a verified traveller

Posted 18-Aug-2019
Now Sapphire was absolutely amazing. Beautiful resort. The grounds up kept. The staff was suuuuuper friendly, accommodating, and very professional. You will have all your needs met. Wonderful vacation. Thank you.
Comment from Hotel Management
19-Aug-2019 by Social Media Coordinator, Hotel Management
Dear Guest, Thank you for your visit and comments about your stay at the Now Sapphire Riviera Cancun. We are so happy to hear that you enjoyed the resort facilities and service. We will share your feedback with the Operations Committee. We hope to welcome you back soon. Warmest regards, Olivia Rodríguez
2 out of 5
by a verified traveller

Posted 17-Aug-2019
The service was poor. People were only friendly at check in, but once we declined to pay extra for an upgraded room, staff seemed to be uninterested in us. Around the resort, staff would sometimes say hi, but often the staff looked upset or annoyed. The food was not good in most places. Fish was undercooked or over cooked. Wait times to get food once ordered was incredibly long- even when places were fairly empty. We were traveling with an 18 month old, so really long wait times were hard. The drinks were mostly water-Ed down and we were told by staff that they don’t have the “real” alcohol there. Basically, it’s cheaper to get the generic alcohol. We were there for a wedding, which the room was decorated well and the food for the wedding was better but not great.
Comment from Hotel Management
19-Aug-2019 by Social Media Coordinator, Hotel Management
Dear guest, Thank you for your visit and comments on Expedia about your stay at our resort. We have shared your feedback with the Operations Committee to improve the opportunity areas. We really hope to welcome you again to regain with confidence with our service. Sincerely, Olivia Rodríguez