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Reviewed 14 June 2021

I just got back yesterday, June 12th. The beach was full of seaweed that you could not stand the smell or go anywhere near it. Tractors were removing it but other resorts did not have it. The food was not good. Would give this resort a 2 out of 5. Cancel your reservation and find a different resort. I have been to Mexico over 10 times and would say this resort was not good...

Room tip: Get a corner suite
Date of stay: June 2021
    • Sleep Quality
    • Rooms
    • Service
Thank Donna H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Olivia Rodriguez, Sales at Now Sapphire Riviera Cancun, responded to this reviewResponded 14 June 2021

Dear Guest,

Thank you for your visit and comments shared on Tripadvisor.

We sincerely regret that we did not fulfill your expectation. Your very valuable comments have been shared with the Operations Committee.

We look forward to having another opportunity to welcome you and restore your confidence with our service.

Sincerely,

Olivia Rodríguez
Social Media Coordinator
info.nosrc@nowresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 June 2021

First family vacation in over 18 months so expectations were high to begin with. Overall I would rate it a 3.5 stars. So the great things first, the ground has that wonderful tropical feel incorporated which I love, the beach was really close to our building & he rooms were very spacious, I always love resorts with a dedicated coffee shop for specialty coffees, which this one does and the entertainment staff was wonderful. The pool is definitely the star of this hotel, it is beautiful and huge, thank God, since the beach was completely inaccessible due to the horrible sargassum season.
The cons, food was mostly very average, most restaurants are tiny so you have to wait long time for dinner unless you get there around 6. Also not sure if it's because of Covid or just the Now brand, we have been to a few Dreams and you can definitely tell the difference on the selection. My husband loves the tropical fruit when we go to Mexico, but their selection was limited to the cheapest items, watermelon, pineapple, papaya and cantaloupe, everyday..... Housekeeping was a hit or miss, mostly quick to response for our requests, but we were there for 5 days and we only had the turn down service on the first night. After that it's like they forgot they needed to do turn down, one day our room wasn't even cleaned until I had to call and get someone. Also we had outlets not working, not enough towels, shower door not closing, no hairdryer, just a lot of annoying little things.
All in all not bad, but came in short of expectations. Service was always good and the Spa can never disappoint. The hotel is definitely in need of a face lift in some areas. They are doing a great job for Covid precautions.

Room tip: Buildings 4,5,6 are closer to the beach, and far enough from the main pool so you don't have residual noise.
Date of stay: June 2021
    • Sleep Quality
    • Cleanliness
    • Service
Thank Angela B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Olivia Rodriguez, Sales at Now Sapphire Riviera Cancun, responded to this reviewResponded 13 June 2021

Dear Guest,

Thanks for letting us know about your experience. Please allow us to apologize for an experience, which left you dissatisfied.

Your observations about the food are addressed to the Executive chef, who always is reading our guest's comment to improve the menus. Our food is very well recognized; we sincerely regret you were not satisfied at all. Your comments will be shared with the Operations Committee.

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 to regain your confidence in our service.

Sincerely,

Olivia Rodríguez
Social Media Coordinator
info.nosrc@nowresorts.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 June 2021 via mobile

We definitely enjoyed our trip to NOW Sapphire! Let’s start with the Teppanyaki Table…it’s a must do and Ricardo the Chef…and Ricardo the server…too notch!

Bartenders…none better than Cesar at The Reef Bar near the adult pool. The pool is pretty quiet, but Cesar is always laughing and serving great drinks! As far as the main pool…Jamie is the man!

Now let’s talk about the Explorers Club! Miss Katherine and Miss Jessica were absolutely amazing. The kids loved it and asked to go back. They were very kind and kept us away during Movie Night so we could enjoy a date night.

We loved our swim out room and will be back!

Date of stay: June 2021
Trip type: Travelled with family
Thank Roam08563774594
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Olivia Rodriguez, Sales at Now Sapphire Riviera Cancun, responded to this reviewResponded 13 June 2021

Dear Guest,

On behalf of the entire staff of Now Sapphire Riviera Cancun and myself, we would like to take this opportunity to thank you for choosing our Resort to enjoy your recent holidays in Cancun. Thank you for taking the time to share your review on Tripadvisor.

We are pleased to know that you enjoyed your stay with us. Here at Now Sapphire Riviera Cancun, we encourage our associates to anticipate guests’ needs and forge a lasting relationship. We will certainly pass on your wonderful comments to our staff. Chef Ricardo, Cesar, Jaime, Katherine, and Jessica will be so happy to hear your great feedback about their service.

We wish to have the privilege to welcome you in the near future.

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 8 June 2021 via mobile

Overall our experience here hasn’t been too bad since our arrival yesterday. The check in process wasn’t all that great, even with UVC. Had no air conditioning and refrigerator in our room in 725 wasn’t working correctly, however called front desk and explained problems and by the time we returned from the nightly show it was working. Yes the seaweed is horrible, the smell is bad, and beach is not usable. The workers are busting their butts to do best they can. We applaud them for that. However the pool is huge and the staff here go above and beyond and are making a just ok trip wonderful. We still have 6 more days here and look forward to seeing how well everything turns out. To be continued……….

Date of stay: June 2021
Trip type: Travelled with family
Thank 293cliffm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Olivia Rodriguez, Sales at Now Sapphire Riviera Cancun, responded to this reviewResponded 10 June 2021

Dear guest,

Thank you for your visit and comments shared on Tripadvisor.

Your valuable feedback has already been shared with the Operations Committee.

Thank you for giving us the opportunity to assist you.

Please contact us through our Chief Concierge, Front desk manager to assist you.

Sincerely,

Olivia Rodríguez
Social Media Coordinator
info.nosrc@nowresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 June 2021 via mobile

Best entertainment crew keep everything fun and exciting all day for everyone,amazing food, great bbqs by the pool,all staff is super friendly, room service was great. They brought a cake into our room on my mom's birthday .

Date of stay: June 2021
Trip type: Travelled with family
Thank CO0KIECUPCAKE
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Olivia Rodriguez, Sales at Now Sapphire Riviera Cancun, responded to this reviewResponded 8 June 2021

Dear guest,

Thank you for your visit, comments, a great picture shared on Tripadvisor.

We are so pleased to hear that your mother had a great birthday at the Now Sapphire Riviera Cancun.

We hope to host you again for more special celebrations.

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
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